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June 15, 2010

LiveVox Adds Patient Self-Service IVR to Healthcare Revenue Management Suite



By Rajani Baburajan, TMCnet Contributor


LiveVox, a provider of enterprise cloud-based consumer contact solutions, has announced the inclusion of patient self-service interactive voice response or "IVR" applications in their healthcare revenue management suite.


"Because these solutions are delivered on-demand, medical providers keep the flexibility needed to manage change driven by healthcare reform and economic uncertainty," the company said in a release.

With the addition of millions of people to insurance rosters, healthcare providers will see drastic increase in the number of patients and dollar liability, according to industry experts. Reform could also increase the size of deductibles in higher-risk pools, heightening the need for enhanced revenue management services at earlier points in the revenue cycle.

The unlimited capacity of LiveVox (News - Alert) on-demand self-pay services will enable providers and their billing services to absorb these numbers, without the constraints of fixed and expensive telephony infrastructure, the company said.

"With a focus rightly on patient care, healthcare organizations often are unable to make large capital investments in back-office information technology," Louis Summe (News - Alert), chief executive officer of LiveVox, said. "With an on-demand solution, medical providers have the flexibility to scale patient contacts or provide self-pay avenues as needed without upfront costs and despite the uncertainty of pending regulations."

According to Fred Landrum, president, American Healthcare Outsourcing Alternatives, providers will need to increase patient touch points, be more proactive in their approach to patient contacts and ensure resources are available to take payments in the most efficient way possible.

LiveVox, in the opinion of Landrum, offers a "fast, customizable and simple way to scale existing infrastructure to meet any demand, even as industry conditions change."

LiveVox Healthcare Receivables Suite includes customizable inbound and outbound healthcare IVRs for self-pay, receivables management or other patient contacts. It features HIPAA compliant security infrastructure, compliance tables, such as GUI-configurable state dialing and Do Not Call functionality, as well as multi-level agent monitoring and call recording to ensure compliance.

Recently LiveVox announced that it has won the 2010 U.S. Frost & Sullivan (News - Alert) Award for Contact Centers' Choice: Best Brand of Hosted Outbound Customer Contact Solution in the U.S. Market, TMCnet reported.
 

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Patrick Barnard


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