Enacomm Founder and CEO Mike Boukadakis was recently interviewed by the news outlet Indian Country Today, which offers essential Native American news and information. The discussion centered on Enacomm’s partnership with the Muscogee Creek Nation (MCN) Department of Health, one of the largest tribal health systems in Oklahoma. The organization asked Enacomm to help solve the challenge of increasing call volumes in MCN’s pharmacies. Stemming from the discussion, the article (“Muscogee Creek Nation Meets Growing Pharmacy Needs Through Bilingual, Self-Refill App“) surfaced today and gives a closer look at Enacomm’s tailor-made solution for the Muscogee people. From the article:
A new, automated prescription refill system has made time management much easier for Muscogee Creek pharmacy staff.
Nearly a year ago, the tribe tapped Enacomm, a leader in interactive voice response technology, to help the Muscogee Creek Nation Department of Health manage their increasingly high call volumes.
As noted in the story, MCN’s pharmacy receives roughly 5,000 calls per week. Boukadakis explains:
“The issue they had was the pharmacy staff being inundated with people calling,” Michael Boukadakis, founder and chief executive officer of Enacomm, told Indian Country Today Media Network. “They were always on the phone taking reorders,” or listening to voice messages to input refills. “The staff loves [the new system],” he said.
Enacomm even made it possible for MCN to offer the automated prescription refill service in both English and the Mvskoke language – and “tribal members are taking advantage of their Native language option.” From Boukadakis:
“We’re seeing 10 to 20 percent of the population actually choosing the [Mvskoke] language option,” Boukadakis told ICTMN. He noted Enacomm does not measure the age or other specific demographics of the individuals using the touchtone prescription refill system, but he deduces that tribal elders are most likely the ones opting for the Mvskoke language. “This gives me satisfaction,” he said. “When parents are going, ‘I can’t use these stupid computers or smart phones,’ it’s nice to have technology that elderly feel comfortable utilizing. It gives me great gratification to not only be helping the whole tribe but a specific group….”
Boukadakis goes on to share that the average number of prescriptions each person refills is five, which means Enacomm’s technology to self-refill saves quite a bit of time. According to Boukadakis, “You can take care of the whole process with one call.” And reception has been great. “We’re seeing a low percentage of people who actually transfer [to speak to pharmacy personnel],” added Boukadakis.
To read Indian Country Today’s full article, click here. And to learn about more ways that Interactive Voice Response (IVR) can be used to better serve your customers, give us a call at 877-860-0025.