RX solutions for You and Your Customers
We are strategically focused in the healthcare space and provide programs for numerous leading pharmacies benefit managers, insurance plans, retail pharmacies and providers. Over the past 20 years, we have gained valuable vertical expertise that enables us to effectively and accurately facilitate inbound and outbound self-service solutions that meet requirements unique to the pharmacy industry. Leveraging our experience, West Interactive has collaborated with clients to develop innovative solutions that provide measurable results and improve overall patient satisfaction.
We know that our solutions need to deliver on the key drivers for the pharmacy industry which include driving outcomes, improving operational efficiency, decreasing costs and delivering efficient customer service. Our solutions eliminate the need for pharmacy staff handle routine inquiries and allows them to focus on patient care.
Here are just a few of the capabilities and features of our pharmacy solutions:
- Proactive automated refill reminders and order ready calls that drive patient adherence.
- Inbound self service solutions that allow patient to refill prescriptions, obtain order status, and obtain store information such as hours and location.
- Intelligent automated call distribution systems to efficiently handle complex call routing schemes and front end solutions
- Integration to pharmacy workflow systems.
- Gather valuable feedback and information through customer surveys
- Easily blend touch-tone and speech recognition, including natural language speech recognition with call center or home-based agents to create a comprehensive contact solution
Sample call types include:
- Refill Reminders and Adherence Surveys
- Order Ready/ Return to Stock
- Order Exceptions
- Satisfaction Surveys
- Pharmacy Directions and hours of operations
Our platform is highly scalable and includes a broad range of capabilities to meet each individual client?s needs. We have implemented notification programs ranging from simple, one-time announcements to highly complex solutions involving interactive call flows with natural language, dynamic data and real-time integration with back-end transactional systems. Because of our vast experience, West Interactive understands the challenges companies like yours face in an exceedingly competitive industry. West Interactive has expertise not only in the pharmacy space, but also across other healthcare and insurance vertical markets which can be leveraged to drive innovation from which all of our clients can benefit.
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