Schedule – Reminder Calls.

Overview: The reminder call system will make interactive voice response (IVR) calls from the scheduling system. The resources called and messages can be controlled by

The Reminder Call Setup table.

Procedure: Select “Setup Reminder Call Resource Tables” from the Scheduler Tables Menu. #13 / #7 / #12.

Example Screen:

Now enter a resource for which you intend to place reminder calls.

Example: 003

Now enter the name of the resource.

The IVR script will automatically default in field 10, for human response and 11 for answering machine.

The simple presence of the resource code in this table will enable the auto-dialer to please reminder calls. If the resource is not found in this table, calls for the resource will not be placed, even if you select the resource when making the calls. – See below.

Different IVR scripts and different TTS ( Text to Speech ) messages can be programmed for each resource. Each script is programmer through the VoiceGuide Script System which also contains voice recordings and prompts.

After each resource has been entered into the table you may now place calls.

When customizing the reminder script for each resource, append the resource code to the

Example for Human Call: appointment003.vgs

The script appointment003.vgs would contain the customized greeting and instructions for resource “003”.

Example for Answering Machine: appointment003AM.vgs – See example below.

Fields 2-9 also contain additional Ad Hoc text which can be inserted into the call via the computer generated Text-to-Speech system (TTS). Although it is generally better to record a wave file that is included in the appointment.vgs script, the TTS function adds additional flexibility when making a recording is not feasible.

Example Reminder call scripts ( voice recordings – wave files )

Resource Message to play if call is answered by a person:

001 The purpose of this call is to remind (Patient’s First Name) of your appointment with Dr. Miller on (Day and Date) at (Time AM/PM) at 1450 Genesys Parkway in Grand Blanc. To confirm this appointment, please press 1 now. If you would like our office to call you regarding this appointment, please press 2 now.

004 The purpose of this call is to remind (Patient’s First Name) of your Stress Echocardiogram appointment on (Day and Date) at (Time AM/PM) at 1450 Genesys Parkway in Grand Blanc. Please remember to have nothing to eat or drink for 2 hours prior to your appointment and wear comfortable walking shoes, as you will be required to walk on a treadmill. To confirm this appointment, please press 1 now. If you would like our office to call you regarding this appointment, please press 2 now.

030 The purpose of this call is to remind (Patient’s First Name) of your Nuclear Stress Test appointment on (Day and Date) at (Time AM/PM) at 2400 Hill Street, Suite E in Ann Arbor. Please remember to have nothing to eat or drink for 3 hours prior to your appointment. To confirm this appointment, please press 1 now. If you would like our office to call you regarding this appointment, please press 2 now.

Starting the Call Queue.

You may begin to queue calls by selecting the Custom Appointment Schedule report.

Steps:

Select resources for which reminder calls will be placed.

Remember - These must be setup in the Reminder Table above beforehand.

Enter the appointment Dates for which calls will be made.

Generally this is at least 48 hours preceding the appointment.

Indicate “D” for Dial Calls in the “View Print or Dial” field.

Example Screen:

Call Reminder Report

After calls have been placed, a report can be produced showing the results of each call. From the Main Menu select #13 (Appointments), then #7 (Scheduler Menu 2), then select #14 (Reminder Report from Dialer)

Example Report:

RSC: 212 HAMEEM U CHANGEZI MD SCHEDULE FOR 06/29/05 - 06/29/05 TODAYS DATE: 06/28/05

Wednesday - 06-29-2005

TIME PATIENT ACCOUNT REASON AUTO-DIAL PHONE # CFM

------------------------------------------------------------------------------------------------------------------

0100P GALLENTINE, JOANNE 1378370 EVAL/01LIVERATOS/HC/BCBS 062705 190309 AM 3 248.628.5533 N

0200P BURKHARDT, JANICE J. 1041560 EVAL/01H PARK/CHANGEZI 062705 191500 NoAnswer 6 810.653.2478 N

0230P NORTHRUP, KIM A. 1356580 CARD RSTS/HC/S CONNER PCP 062705 190402 Human 9 248.969.0116 N

0345P HECK, RANDY S. 1217930 RV/01HANSON/CHANGEZI/HP 062705 190355 AM 3 989.271.9368 N

0400P PEREZ, RICHARD T. 1211040 3MO/STRECHO RES/PCP WHEATLEY 062705 190442 AM 3 810.695.8722 N

5 APPOINTMENTS LISTED 1 = Confirmed, 2 = Requested Call Back, 3 = Answering Machine, 4 = No Circuit

5 = Busy, 6 = No Answer, 9 = Unknown

RSC: 503 IMAD ISSAWI MD SCHEDULE FOR 06/29/05 - 06/29/05 TODAYS DATE: 06/28/05

Wednesday - 06-29-2005

TIME PATIENT ACCOUNT REASON AUTO-DIAL PHONE # CFM

------------------------------------------------------------------------------------------------------------------

0800A RAYYAN, MAJED 1358330 RSLTS/CARDIO/II/ 062705 190941 AM 3 313.231.3010 N

0800A CAREY, RICHARD T. 1194020 RESULTS FROM CARDIOLITE 062705 190512 AM 3 810.694.3796 N

0815A DEMOSS, DONALD E. T35240 RTV/II/ 062705 191549 Human 1 810.635.3148 Y

0830A ROUDEBUSH, SHARON M. 1106140 RE-EVAL/01YOKOSAWA/ISSAWI 062705 190534 AM 3 810.736.1142 N

0900A KNOWLES, MILDRED 417590 RECK PCP PEREZ/II 062705 190525 AM 3 810.639.7922 N

0915A BOYKINS, EZEKIEL E. 753540 RESULTS FROM PERS. AND 062705 190606 AM 3 810.789.1072 N

0930A GREEN, RALPH W. 797120 RESULTS FROM ECHO 062705 191132 Human 9 810.238.8469 N

0945A ADAMS, WADELL 877660 RTV/ISSAWI 062705 191500 NoCircuit 4 810.720.5352 N

1000A DAVIS, TOMMIE 1061020 EVAL/01YOKOSAWA/II/HPP 062705 191800 NoAnswer 6 810.424.5854 N

1030A HENDRIKSEN, ARTHUR E 776160 6MO/PCP: HANNAN/II 062705 190735 AM 3 810.742.1520 N

1045A HENDRIKSEN, MILDRED 1163600 9MTH RV 062705 191304 AM 3 810.742.1520 N

1100A ROSENBERG, RUTHANN 1163050 YEARLY RV 062705 190814 AM 3 810.687.2818 N

1115A JACK, JOAN M. 887360 RESULTS/ECHO/II/ 062705 190739 AM 3 810.686.3885 N

1200N DANIELS, FLORENCE M. 888990 RECK PCP JABAN/II 062705 191405 AM 3 810.687.6163 N

1215P TAYLOR, GEORGE W. 705680 RV/01HAMMOUD/MR/BCBS/ISSAWI 062705 191800 NoAnswer 6 810.686.3612 N

1230P HENNEKE, LINDA L. 074630 PERS AND ECHO RESULTS 062705 190820 AM 3 810.742.4819 N

1245P MORKIN, ROBERT M. 1236560 RECK APPT PCP WHITE, D /II 062705 191005 Human 9 248.628.4058 N

0100P DUMLER, HENRY 1379310 EVAL/01KODSY/VISIT PHYS/ISSAWI 062705 190900 AM 3 810.659.7345 N

0130P RHOADS, JACK L. 833820 RECK APPT PCP W. GEORGE 062705 192145 Human 9 989.366.6658 N

19 APPOINTMENTS LISTED 1 = Confirmed, 2 = Requested Call Back, 3 = Answering Machine, 4 = No Circuit

5 = Busy, 6 = No Answer, 9 = Unknown

Reminder Summary:

Total Appointment Listed: 211

Total Dialed: 211

Total 1's (Confirmed): 30

Total 2's (Requested Call Back: 5

Total 3's (Answering Machine): 142

Total 4's (No Circuit): 6

Total 5's (Busy): 0

Total 6's (No Answer): 5

Total 9's (Unknown): 23

Begin Time : 062705 180044

Ending Time: 062705 192145

After review the results of the reminder calls, the confirmations may be merged back into each patients appointment note area with the exact results of the call.

Example: “Confirmed” or “No Answer” – Select #14 from the Scheduler Tables Menu to upload the results of the last reminder call session.