Televox 2013 Welcome to the Televox 2013 Presentation. In this presentation, we’ll be discussing the re-implementation of Televox as our preferred method of contacting patients to confirm appointments.

Overview What is Televox? The Value of having Televox How Televox works. Call Schedules. EMP Documentation – Opting out of Televox Televox Call Requests In this presentation we will cover all the details pertinent to understanding how televox works for us, and how managers can use televox for their clinic or for grants purposes.

What is Televox Televox delivers automated appointment reminders to make sure every Peak Vista patient is reminded of their scheduled visit. Televox uses two-way interaction to maximize response rates from patients. Appointment reminder automation is a snap with TeleVox technology! TeleVox delivers phone, email and text message appointment reminders to make sure each and every patient is reminded of their scheduled visit. Automated messages use patient-specific elements and two-way interaction to maximize response rates from your patients.

Value of Televox Reduced No – Shows Advanced Notice of Cancelations Decreased Reminder Expenses NO need to have front desk staff call patients There are many benefits to both Peak Vista and our Patients by utilizing televox system. For example: Reduced No-Shows – The average provider reduces their broken appointment rate by 25% by using phone, email and/or text appointment reminders to connect with patients. Retain your planned appointment revenue! Decreased Reminder Expenses – Postage rates continue to rise for mailed reminders, and you simply can't afford to have staff members manually call each patient. Automated appointment confirmations are delivered more quickly and for a fraction of the cost. Advanced Notice of Cancellations – Cancellations aren't always a bad thing. Giving patients the option to cancel through an automated message prevents a potential hole in the schedule and allows you to fill that opening with another patient who needs to be seen. No Need for Front Desk Staff to call patients - reception staff

How Televox Works After Peak Vista provides information to Televox regarding the calls to be delivered, Televox takes that data and implements the appropriate calling script. Peak Vista uses calling scripts in both English and Spanish to address the following situations: Standard Appointment Standard Appointment – answering machine Family Message Family Message – Answering Machine No Show Office Closure Read Page

Sample Script Hello, this is [Practice Name] calling to confirm that [patient first name] has an appointment on [date&time]. We have reserved this time especially for you. We request that you arrive 15 minutes prior to your appointment on [date&time]. Please listen to the following options:   Press the 1 key to confirm your appointment or press 2 to cancel your appointment. (after a choice is made, the call will hang up)   1 - Thank you for confirming your appointment. We look forward to seeing you. 2 – Thank you, your appointment has been cancelled. Please call 719-632-5700 to reschedule. Please call our office at 719-632-5700 if you are unable to keep your scheduled appointment. If you would like to hear this message again, please press the star key. Thank you, we look forward to seeing you. This is an example of a script: Read script If someone were to answer the call, they’d be directed to Press 1 for confirm, 2 for cancel.

Call Schedule & Call Status 1 Day Reminder All appointments except Women’s Health 2 Day Reminder All Women’s Health appointments Daily Reminder All No Shows Once Peak Vista provides information to televox regarding calls to be delivered, Televox initiates the Peak Vista scripts. Peak Vista uses the current system for initiating calls: All appt except WH – 1 day appointment reminder call All WH appointments – 2 day reminder call No Shows – Daily call Televox sends a report to Peak Vista detailing the status of each call. This gives us an idea of how to address specific problems in our system. This report goes to IT and customer service. Customer service will respond to cancelations and reschedules.

Things to Consider When a patient cancels an appointment through Televox, it does not cancel in our system. The Customer Service Center receives a report and will cancel appointments as appropriate. Customer Service and Receptions have already received training on how to cancel appointments. Televox calls to patients are made at reasonable evening hours, generally after 6pm.

Opting out of calls This section directs Receptionists and Customer Service representatives where to go in EPM to document OPT out requests.

How to Opt Out – EPM Tutorial Anyone with access to EPM who schedules and confirms appointments should be ensuring that EPM holds the relevant data. As always, confirming address, telephone numbers and email addresses is vital for our patient engagement. Some patients might not want to receive reminder calls. If this is their preferred option, they may opt out of receiving this call. At any time someone wishes to opt out of the Televox calls, navigate to the patient record appropriately. Inside the Client Defined tab in the Update Patient Information screen, locate the Televox Opt Out. From the drop down – select YES if they wish to not receive calls. By default, everyone is included in receiving televox calls. In For more detailed information about how to access the televox opt our screen, please review the NextGen Nuggets on the Training & Development SharePoint site on the Peak Vista Porta.

Televox Requests This section shows clinic managers, directors and others involved in grants how to request televox calls outside of the automated prcess.

Televox Call Request – Step 1 Submit Report Request via Business Intelligence Footprint Be detailed: provide explanation and rationale for all data you need. Consider timeframes: the more lead time they have, the better they’ll be able to assist. There might be times when a manager may need to request a televox call. For example, preparing for school physicals, or immunization updates. Complete a report request via BI Footprint. Be detailed and consider timeframes. The more information and lead time that BI have, the better they’ll be able to assist.

Televox Call Request – Step 2 Submit TeleVox Call Request Form Complete the Televox Call Request Form Form location: Peak Vista Forms > Operations – Information Technology > Televox Call Request Form Attach form to IT Footprints and submit request. Once you have received your report, you can move onto the next step – submitting the televox call request form. This form can be found on Share point. Following Peak Vista Forms, to operations – Information Technology to telephone call request form. Fill this form out in it’s entirety. Your request may be delayed if there are unanswered questions on the form. Upon completion, attach this to an IT Footprint request. This will be routed to the Director of IT.