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Friday, September 26, 2014

Phone Menus

Having to dial different pharmacies, insurance companies, prescriber offices, and takeout places can make one a so-called expert on phone menus. I like the ones that tell you "please listen to the message in its entirety: our options have changed".
When was the last time you updated that message? Your options haven't changed in years.
I think if you're going to change them, change them frequently. Also, make the options erratic and senseless. People will have to actually listen to them instead of getting menu fatigue. Change the options every week. If patients had to press 369 to request refills at your office, change it to 17 the next week and make 369 an automatic disconnect.
Will they call the pharmacy? Absolutely!
Will the ask us to call the office for them? Of course.

If you are from a prescriber's office, press 9999999999999999999999999999999999999.
If you wish to speak to a member of our pharmacy staff, press the square root of 4, cubed.
If you wish to call in a refill and have your rx#, press 1138.
If you wish to call in a refill and do NOT have your rx#, please hang up, go find your bottle, and call back.
If you are not sure what pharmacy you dialed, please press "end" on your phone and call back to listen to the greeting again.

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