The Interactive Voice Response (IVR) system offers a low touch, cost-effective approach to targeted patient outreach.
How does IVR outreach work?
When a patient becomes eligible for CPAP supplies, the IVR calls the patient and verifies their name. The automated system asks the patient:
- how they are doing with therapy
- if they want to order supplies; the patient can request all eligible supplies or select individual supplies
- if they have updated their insurance or address information
Using intelligent call routing, the system gathers patient information to create a richer experience and faster call resolution.
Tip: Patients assigned to payors that require replacement reasons must provide replacement reason and quantity on hand for every eligible item they order.
How often does the system contact a patient?
The system contacts a patient weekly for up to five weeks (unless the patient completes the questionnaire).
Tip: ResMed ReSupply uses information, such as payor, call schedule, notification preferences and last supplied date to determine the date and time to begin outreach.