Patient: I’d like to make an appointment.
IVR: What day would you like to come in?
Patient: Next Wednesday.
IVR: Okay, would you like to come in at 9 AM or 1 PM on Wednesday, September 14th?
Patient: 1 PM.
IVR: To confirm, you would like to schedule an appointment for Wednesday, September 14th at 1 PM. Is this correct?
Patient: Yes.
IVR: OK, we will be sending you an appointment confirmation text message shortly. We will also send you a text message reminder the day before your appointment. Your appointment has been scheduled.
[Narrator]
The day before the appointment, the patient receives a reminder. The date is formatted so that the phone recognizes it, and auto-fills a calendar appointment when it’s selected. When the patient chooses to confirm the appointment, the office thanks them and reminds them to bring insurance information. One hour before the scheduled time, the patient receives a message advising them to check-in when they have arrived at the clinic. When the patient responds, IntelePeer CPaaS instructs the EMR system to place the patient in a virtual queue and print their chart on a local printer, saving clinic staff time and effort.
Automated payment processing makes it simple to pay an outstanding balance at a time convenient for the patient.
IVR: Hello, thank you for calling Southwest Medical Group. How may I help you? You can say things like ‘make an appointment’ or ‘pay my balance.’
Patient: I’d like to pay my balance.
IVR: Our records show you have an outstanding balance of $230, and you don’t have a credit card on file. Would you like to pay the balance now using a credit card?
Patient: Yes.
IVR: Okay. Please provide the credit card number.
Patient: 4-2-0-2-5-5-2-0-5-3-1-5-2-0-8-6.
IVR: Did you say 4-2-0-2-5-5-2-0-5-3-1-5-2-0-8-6? If this is correct, say yes. Otherwise, say no to try again.
Patient: Yes.
IVR: Next, please give me the four digit expiration date. For example, March 2025 will be 0325.
Patient: 0-6-2-3.
IVR: Did you say 0-6-2-3? If this is correct, say yes. Otherwise, say no to try again.
Patient: Yes.
IVR: I see you are using a Visa card. Please provide the three digit security code on the back of the card.
Patient: 3-8-6.
IVR: Did you say 3-8-6? If this is correct, say yes. Otherwise, say no to try again.
Patient: Yes.
IVR: Please wait a moment while we process your payment. The transaction was processed successfully. Your card has been charged $230. You will receive a text message confirmation shortly. Thank you.
[Narrator]
The patient receives text messages to confirm the amount paid, and provide a transaction ID. Between treatments, IntelePeer CPaaS provides timely reminders to patients on important health topics.
Appointment scheduling, mobile check-in, payment processing, and patient alerts – four ways that IntelePeer CPaaS works with your EMR system and helps you improve your patient experience.
