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innovation Tag

Contact Center Provides Innovation and Unlocks Revenue Stream

Newsday partners with VoicePort for improved customer service and data analytics  The rollout of VoicePort's Contact Center is sure to disrupt the status quo for the publishing industry. In her article for the INMA's Satisfying Audiences Blog, Jamie Bowman, Manager of Audience Analytics for Newsday Media Group, writes: "In the past, the contact centre was measured by agent productivity metrics such as average speed of answer, abandon rate, and cost per call...

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Leverage your Inbound IVR for 360º Patient Engagement 

Think Strategically When Selecting your IVR Vendor. The use of Inbound Interactive Voice Response (IVR) technology has been ubiquitous in community pharmacy for well over 20 years. Everyone understands its traditional value in providing patients with access to basic services like ordering refills and hours of operation. But how can today’s advanced IVR technology support an overall patient engagement strategy? Core Inbound IVR Attributes Pharmacy IVRs have evolved over time leveraging growing advantages over centralized cloud-based technologies as compared to distributed models. Some Basic features to look for today include: Hosted geo-redundancy eliminating the need for expensive hardware maintenance or the risk of...

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Give Your Immunization Program a Boost!

Immunization Services Give Your Immunization Program a Boost! An aggressive immunization program should go far beyond seasonal flu shots. That personal one-on-one time with the pharmacy team is a perfect setting to discuss the patient’s overall vaccine needs based on the CDC’s ACIP (Advisory Committee for Immunization Practices) recommendations. In fact, research has quantified the positive impact of an immunization assessment during a pharmacy seasonal flu campaign. Researchers in Washington State conducted a study involving 8 pharmacy sites across a variety of practice settings. Pharmacists conducted vaccine assessments on patients receiving a flu shot at their pharmacy based on the State's IIS (State...

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Keeping Your Patients Engaged

Keeping Your Patients Engaged In recent years, it has become increasingly apparent that by working directly with the patient to manage medication use and to achieve therapeutic goals, pharmacists can contribute lot more to the health care system than traditional drug distribution models. The difference is the pharmacist-patient relationship. In fact, a study recently published in the Research in Social and Administrative Pharmacy journal analyzing the Patient Care Process utility in a community pharmacy setting outlines 3 important steps: Assess to the patient’s drug therapies to identify drug related problems. This requires a pharmacist to use pharmacologic expertise in resolving and preventing drug-related problems. Develop a care...

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Centralized Contact Center Technology in Community Pharmacy

Centralized Contact Centers Contact center agents, whether in a central facility or in the field, can focus on a narrow set of activities for a defined group of high value patients more efficiently and effectively. The integration of technologies such as conversational AI (Artificial Intelligence), CTI (Computer Telephony Integration) and Inbound IVR (Interactive Voice Response) can be useful in establishing the context of inbound calls and intelligently route them to the appropriate store or contact center agent. Critical Features Predictive Analytics-Based Routing Customer and agent matching using Big Data analytics that predict the customer’s need and identifies the agent having the best performance record...

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Data-Driven Customized Campaigns

Any targeted customer engagement in support of a specific business objective can produce efficient incremental results when segmentation and analytics are employed. In Pharmacy, patient interventions like Immunization Services, Med Sync, Refill/Dose reminders, new therapy reminders are perfectly suited for targeted campaign management. In fact, a recent study published in the American Journal of Managed Care analyzed the impact of a targeted Med Sync effort aimed at improving Proportion of Days Covered (PDC) scores from a health plan perspective. The study indicated that the increase in medication expense that comes with improved adherence was more than offset by lower disease...

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Pharmacy Mobile Apps Drive Medication Adherence

Research indicates that pharmacy patients desire solutions that provide a more convenient experience. Accordingly, Mobile Apps are fast becoming a preferred communication channel among these patients. With the ability to manage medication profiles and notification options the use of Mobile Apps can improve adherence by addressing some of the most common barriers to adherence. Frequent interaction between pharmacist and patient also leads to patient satisfaction and encourages brand loyalty. Mobile Apps represent a better way for pharmacies to connect with their patients as part of an overall adherence mitigation strategy. VoicePort’s CLARO ™ Pharmacy Solutions provide truly configurable, integrated cloud-based technology, helping...

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Med Sync 2.0

Everyone knows that the Medication Synchronization and the Appointment Based Model produce measureable improvements in medication adherence and treatment outcomes, but what happens when patients still struggle with “compliance”? Are they actually taking the med? Sure, Med Sync prescription alignment ensures that patients have sufficient on-hand amounts of their maintenance meds over time however some patients may still require continual re-alignment. These patients may miss doses due to concerns about side-effects or difficulty navigating a complicated dosing regimen. This presents pharmacies with the potential for compounded operational challenges beyond the initial Med Sync enrollment process. Claro ™ provides solutions for pharmacists and...

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New and Improved Tools for Strategic Patient Engagement

RECAP: NACDS Total Store Expo 2017, San Diego The National Association of Chain Drug Stores Total Store Expo was a fantastic success, and the Claro team is excited for what’s ahead! For existing and new customers alike, we are now offering product enhancements and new technology with comprehensive and interactive Strategic Patient Engagement tools. Claro is the intelligent engine behind the scenes, serving the patient regardless of which channel is used. This exciting, innovative approach to patient engagement has really struck a chord with new and existing customers alike, and we are thrilled with the response. In addition to our already first-in-class Inbound and...

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NACDS Total Store Expo

We're on our way to share innovation for pharmacy like never before! The Claro™ Team has been preparing for the Nation Association of Chain Drug Stores Total Store Expo, and it’s finally here! We will be heading out to sunny San Diego, ready to welcome visitors to Booth 1549 on August 19-22. We are looking forward to networking with pharmacy partners and peers, seeing longtime friends, and connecting with other industry leaders. Personally, I am looking forward to live Tweeting throughout the conference. You can follow us on Twitter @Claro_VoicePort for the latest updates, news, and conference happenings. With a full schedule and...

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