Native News Network Staff in Native Health. Discussion »
TULSA, OKLAHOMA Due to the rapid growth of health care needs across the Muscogee Creek population, MCN pharmacy personnel were no longer able to effectively manage increasing call volumes. Workers could not answer all calls, resulting in customers being forced to leave voicemails that MCN employees would work through as time became available. Callers into the pharmacies afterhours had no choice but to leave voicemail messages that were tackled by MCN personnel at the beginning of each morning.
Enacomm, Inc., a leading provider of voice processing infrastructure, applications and services deployed a hosted, prescription-refill solution that collects, validates and submits prescription-refill requests directly into the MCN pharmacy software system. The MCN prescription-refill interactive voice response (IVR) contains all the business intelligence needed to handle prescriptions that are, for example, expired, on hold or filled and ready to be picked up.
“Enacomm’s real‐time, prescription-ordering solution greatly enhances the MCN customer ordering experience, in addition to saving our local pharmacies hundreds of personnel hours each month in voicemail transcribing and data entry,”
commented Muscogee Creek Nation Department of Health Administrator Sid Daniel.
“Customers are now able to call anytime – day or night – to request a prescription refill.”
In addition to providing the IVR offering in English, the MCN application supports callers who wish to interact in their native Creek language:
“Hesci Mvskoke Etvlwv heleswv vpohetv vrvkv tos”
(Welcome to the Muscogee Creek Nation automated prescription refill system)
“We’re processing far more requests than I anticipated in the beginning. Enacomm’s IVR solution is submitting more than 5,000 prescription refills per week that would have previously been performed manually by MCN personnel. It’s a game-changer.”
The prescription-refill solution is available 24/7, provides the operating hours for each of the pharmacies, and gives the option to have refilled prescriptions mailed to the customer instead of being picked up at one of the health care centers. Callers are also able to transfer to a pharmacy of their choice at any time to speak with pharmacy personnel.
The Enacomm and Muscogee Creek Nation partnership has enabled the organization to more efficiently utilize its resources and better serve the Muscogee people.
posted October 17, 2013 6:00 am edt