Pharmacy Interactive Voice Response (IVR) System

Roswell Park is seeking proposals for a Pharmacy Interactive Voice Response (IVR) System. Specifically, Roswell Park seeks proposals from a Pharmacy Interactive Voice Response (IVR) provider offering a product that is compatible with Roswell Park’s Pharmacy Software Vendor, PioneerRx. Pharmacy IVR systems offer digital call routing and prompts with inbound and outbound calling options that streamline pharmacy workflow and improve experience for both patients and providers. Reduced call volume allows for increased productivity and reduces distractions, freeing up staff to provide patient care and focus on daily tasks.

The IVR system will be installed at two separate health-system specialty pharmacy locations owned and operated by Roswell Park Cancer Institute Corporation to be used by patients, providers, and employees of Roswell Park Pharmacy. The desired IVR system solution will allow for the IVR system to handle significant call volume for specialty pharmacy staff. The system should offer automation for routine tasks such as prescription refills, confirming pharmacy hours of operation, and prescription status. The IVR solution’s workflow should be seamless and integrate with both pharmacy software and Roswell Park’s existing phone system. Ideally, the IVR system would also offer a call reporting functionality that can support URAC or ACHC accreditation using Roswell Park pharmacy’s existing Cisco phone network.