Enacomm Tapped by Muscogee Creek Nation Department of Health to Meet Rapidly Growing Pharmacy Needs

Multilingual application successfully deployed to overcome challenge of spiking call volumes, increase organizational efficiency

October 15, 2013 – Enacomm, Inc., a leading provider of voice processing infrastructure, applications and services that optimize customer call interactions, today shared details on the success of its solution implementation for the Muscogee Creek Nation (MCN) Department of Health, one of the largest tribal health systems in Oklahoma. The Enacomm-MCN partnership has enabled the organization to more efficiently utilize its resources and better serve the Muscogee people.

Due to the rapid growth of health care needs across the Muscogee Creek population, MCN pharmacy personnel were no longer able to effectively manage increasing call volumes. Workers could not answer all calls, resulting in customers being forced to leave voicemails that MCN employees would work through as time became available. Callers into the pharmacies afterhours had no choice but to leave voicemail messages that were tackled by MCN personnel at the beginning of each morning.

Enacomm deployed a hosted, prescription-refill solution that collects, validates and submits prescription-refill requests directly into the MCN pharmacy software system. The MCN prescription-refill interactive voice response (IVR) contains all the business intelligence needed to handle prescriptions that are, for example, expired, on hold or filled and ready to be picked up.

“MCN needed an automated system to submit prescription refill requests and to handle prescription status inquiries,” explained Michael Boukadakis, founder and chief executive officer of Enacomm. “And even more unique – it needed a multilingual solution.”

In addition to providing the IVR offering in English, the MCN application supports callers who wish to interact in their native Creek language: “Hesci Mvskoke Etvlwv heleswv vpohetv vrvkv tos” (Welcome to the Muscogee Creek Nation automated prescription refill system).

The prescription-refill solution is available 24/7, provides the operating hours for each of the pharmacies, and gives the option to have refilled prescriptions mailed to the customer instead of being picked up at one of the health care centers. Callers are also able to transfer to a pharmacy of their choice at any time to speak with pharmacy personnel.

“Enacomm’s real-time, prescription-ordering solution greatly enhances the MCN customer ordering experience, in addition to saving our local pharmacies hundreds of personnel hours each month in voicemail transcribing and data entry,” commented MCN Department of Health Administrator Sid Daniel. “Customers are now able to call anytime – day or night – to request a prescription refill.”

Daniel added, “We’re processing far more requests than I anticipated in the beginning. Enacomm’s IVR solution is submitting more than 5,000 prescription refills per week that would have previously been performed manually by MCN personnel. It’s a game-changer.”

To find out how Enacomm can help your organization solve its operational challenges and reach a greater level of efficiency, go to www.enacomm.net.

About Enacomm
Enacomm is a leading provider of voice processing infrastructure, applications and services that optimize customer call interactions. It is part of a group of specialized companies focused on interactive voice and customer service solutions that, since 1986, has helped clients deploy customer self-service and assisted-service solutions that rapidly intake, automate and process high numbers of spoken, data or touch-tone requests. As a frontrunner in interactive voice response (IVR) technology, Enacomm’s customer base is made up of Fortune 50 to Fortune 2000 companies concentrated in the Prepaid/Cash Card, Financial, Health Care and Utilities industries. Enacomm solutions are designed to be flexible, configurable, cost-effective, and can be delivered as hosted services, on-premise customer deployments, or through “on-demand” cloud-based technologies. Enacomm has deployed more than 800 systems and processes more than 1,000,000 conversations and automated transactions every day.

About the Muscogee Creek Nation Department of Health
The Muscogee Nation is situated in an 11-county region south of Tulsa, Oklahoma and is one of the largest Tribal Health Systems in Oklahoma. With an integrated system of six Health Care centers located in Coweta, Eufaula, Okemah, Okmulgee, Sapulpa, and Wetumka, the Muscogee (Creek) Nation Department of Health is dedicated to providing excellent healthcare for Muscogee people. Offering services across the lifespan including pediatrics, family medicine, nursing, dental, laboratory, radiology, pharmacy, behavioral health, emergency medical, audiology, nutrition, physical therapy and optometry, the Muscogee (Creek) Nation Department of Health coordinates and delivers care with an annual budget of nearly 85 million.

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For More Information Contact
Lauren DuBois
(917)573-2485
LaurenD@enacomm.net

Enacomm® is a registered trademark of Enacomm, Inc.

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