1-800 Notify Announces Another Successful Phone Payment IVR Launch for Healthcare Client: MNGI Digestive Health

1-800 Notify Announces Another Successful Phone Payment IVR Launch for Healthcare Client: MNGI Digestive Health

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Person securely typing their credit card number on phone with 1800 Notify Payment IVR

Person securely typing their credit card number on phone with 1800 Notify Payment IVR

The phone payment IVR handles over 1500 calls per month, is PCI Level 1 Compliant, and allows MNGI customer service staff to spend more time with patients.

A game changer for MNGI – the 1800 Notify Payment IVR now handles more than 1500 calls that our staff doesn’t need to deal with. We couldn’t live without the system now!”

— Shannon G., Manager Patient Accounts

MIAMI, FLORIDA, USA, April 27, 2022 /EINPresswire.com/ — 1-800 Notify helped solve the problem of overworked billing customer service staff for MNGI Digestive Health by creating a customized Phone Payment IVR system to handle all credit card and bank account payment calls.

MNGI is based in Minneapolis, Minnesota has a complicated patient payment environment with most patients having 2 active accounts and some with up to 4 all with different Tax ID/Merchant IDs. 1800 Notify was able to customize the Payment IVR flow to clearly present all active accounts for each patient (since they are linked by Patient ID) – patients are now aware and can easily select to pay any active balance.

Challenges facing MNGI’s customer service team:
– Customer service call volume was growing rapidly.
– About half of all callers wanted to make payments or check their balances.
– Patient balances have grown due to higher deductible and higher co-pay health plans.
– COVID further impacted staffing levels with staff or family members becoming ill.
– Increasingly difficult to find, hire, train and retain customer service staff
– Most patients had 2 separate account balances, some with 3 or 4 active accounts.

Solution:
1-800 Notify worked closely with MNGI key staff members to create a customized Payment IVR (Interactive Voice Response) system that uniquely met the needs of MNGI patients.

Customized 1-800 Notify Phone Payment IVR Features:
– Flexible caller identification and authentication options
– Callers without their account number can still use the IVR.
– Alternative validation methods include: phone number, zip code and date of birth
– Use Caller ID to further speed the IVR authentication process
– Present the caller with all active accounts (up to 4)
– Callers can choose to pay 1 account then easily review and pay all other accounts.
– Easily save a payment method on file to use among all active accounts.
– IVR supports 4 different merchant accounts (one per practice)
– IVR ties together all active patient accounts using the patient ID from NextGen.

Results
– Save significant staff workload
Over 1,500 calls handled by the Payment IVR in a month
Freeing up staff to provide excellent customer service

– Convenient for the Patients
Patients can now check and pay their balances nights and weekends when it’s convenient for them.
Patients can hear and pay multiple balances on a single phone call – all without talking with a staff member.

About MNGI: MNGI Digestive Health is a nationally recognized leader in gastroenterology diagnosis, quality and care. MNGI staff cares for patients in more than 10 locations in the Minneapolis area. Surgical procedures are performed at 9 different facilities around the Twin Cities area.

About 1-800 Notify: 1-800 Notify is a leader in patient payment enhancement systems (Phone Payment IVR, Notify 2 Pay, Text 2 Pay) and patient notifications (appointment reminders). Our vision is to make the patient payment experience frictionless. We define “Frictionless” as allowing the patient to pay their balance whenever they want (24/7), in the method they want (phone, text, email), be reminded in the method that works best for them (phone, text, email) and have an easy experience when they want to complete a payment (without a username and password). We support hundreds of healthcare clients with payment enhancement systems, appointment reminders and are a HIPAA compliant and PCI Level 1 compliant service provider.

Martin Trautschold
1-800 NOTIFY
+1 386-334-6434
email us here

Originally published at https://citynewsmiami.com/index.php/2022/04/29/1-800-notify-announces-another-successful-phone-payment-ivr-launch-for-healthcare-client-mngi-digestive-health/