Are appointment reminders allowed under the HIPAA Privacy Rule without authorizations?
Yes, according to the US Department of Health and Human Services.

How do customers react to receiving an automated phone call?
No one likes to forget an appointment or miss an important service. Customers recognize the value of reminders and timely information. They understand your call is a courtesy. They appreciate the extra care you extend by providing a higher level of service.
ReminderPro delivers phone messages in your familiar voice with perfect clarity for positive impact. Studies have shown approval rates for ReminderPro's type of calling technology exceed 99%, and call recipients were nearly unanimous in wanting to receive such calls in the future.

How does ReminderPro reduce costs and boost efficiency?

1. By offering the reliability of a full-time calling service without the overhead, ReminderPro frees your staff for other important needs.
2. By reducing income loss due to appointment "no shows”, ReminderPro pays for inself in a matter of weeks.
3. By providing consistency in message delivery, ReminderPro helps you promote a positive customer-service image.
4. By keeping people informed when services are due or about to expire, ReminderPro brings customers back to you again and again.

How does ReminderPro handle voicemail?
ReminderPro automatically detects voicemail or an answering machine and leaves a message after the tone. If you prefer not to leave messages on voicemail, ReminderPro will try back until it either reaches a person or the calling session is over. ReminderPro also provides options for leaving an alternate message on voicemail, leaving messages only on voicemail, and leaving messages on voicemail only after a specified number of attempts to reach a live person.

What if a customer's line is busy or no one answers?
You can set exactly how many times ReminderPro will attempt to call back when a line is busy or unanswered. ReminderPro calls all numbers on the scheduled call list once before recalling busy and unanswered calls. ReminderPro will also increase the time between retries when there are less than five calls remaining, ensuring a higher rate of success in getting through before the calling session ends.

How does ReminderPro determine whom to call?
If you use a database, scheduling, or management system, ReminderPro includes a custom data interface to your software at no additional charge. ReminderPro can import database lists, daily appointment schedules, recall lists, or just about any data you can sort by. If you do not have computer access to your patients, clients, or customers, you can quickly enter names and phone numbers into ReminderPro and schedule calls with the click of a mouse.

How does ReminderPro determine what message to use?
ReminderPro supports both static and dynamic messages. If you import a daily appointment schedule, for example, ReminderPro automatically combines your greeting with the customer’s name, appointment time, and date into a personalized message. You can record an unlimited library of phrases and complete messages.

How do I install ReminderPro?
You can install ReminderPro on an existing computer workstation. It is also available as a turn-key system configured and tested by Inphonite on a new Dell PC.

Installing a telephony board from PIKA or Dialogic is similar to installing a modem or sound card. We walk you (or your computer technician) through installation, system setup, and testing. We can also schedule complete installation and training at your site, if you prefer.

Will our data remain secure when we interface with ReminderPro?
Absolutely.  Because you are only exporting data, no changes occur to your system and the data remains untouched by ReminderPro.

What support is included with ReminderPro?
ReminderPro includes three to six months of toll-free technical support. Our expert technicians are available weekdays from 9:00 am to 6:00 pm Eastern (6:00 am to 3:00 pm Pacific) to provide technical assistance. In addition to the ReminderPro User's Manual and on-screen help, product information can also be found on the Wiki KnowledgeBase, online Forums and company blog.

What types of messages are supported by ReminderPro?
ReminderPro will send any messages you want, all within a single calling session. Here are some of the types of messages our users send using ReminderPro: appointment reminders, emergency notification, recall reminders, past-due notifications, medication reminders elder or child check calls, product safety/recall alerts, expiration notices, inclement weather closings, ready-for-pickup notices, delivery confirmations, birthday greetings, meeting reminders, new service announcements, and Get Out the Vote.

Can we use ReminderPro for telemarketing purposes?
Federal law prohibits the use of automated calling systems for direct solicitation. You may, however, use such systems to contact your existing customers. ReminderPro can contact customers you have not heard from for a while by reminding them of services due or about to expire, and by sharing important information about staff, hours, locations, services, and product safety.

LabRetriever FAQ

How do I install and implement LabRetriever?
You can install LabRetriever on an existing computer workstation. It is also available as a turn-key system configured and tested by Inphonite on a new Dell PC. LabRetriever includes forms to help you gather all the information you need, including user names, message ID numbers, and message scripts. Once you have created your message scripts, the next step is to record the basic library of standard lab results messages. For a fee, Inphonite can arrange to have your lab results messages professionally recorded.

Once your initial data is entered, LabRetriever is ready to "go live." When patients' lab results come in, you simply assign the appropriate messages to each patient. LabRetriever allows you to assign messages individually or by group. LabRetriever also includes data import utilities that allow you to import patient, provider, and lab result data from existing software. Once messages are assigned, patients have confidential telephone access to their lab results at any time.

What kind of security does LabRetriever provide?
LabRetriever includes as many levels of security as you require. You can control users' access to every screen and function within the program. Telephone access is controlled through the use of pass codes for staff and providers. Different levels of access determine who can add, edit, delete, and assign lab result messages.

Patients must enter a secure PIN before accessing their lab test results. LabRetriever also maintains and archives an audit trail of system activity.

Who records the initial lab results messages?
Your standard library of lab result messages can be recorded by physicians or staff members, or for a fee, by Inphonite. Once recorded and saved, these standard messages can be assigned conveniently to any patient at any time. LabRetriever also allows users to record personal messages for individual patients. This is useful when delivering a large number of detailed results.

How are patients entered into LabRetriever and who issues PINs?
You can enter patients into LabRetriever by telephone or from the computer. Once patients are entered, they are stored permanently in LabRetriever's database. Authorized users issue patient PINs when entering patient accounts into the system. PINs can be any unique identifier such as a chart number, a social security number, or a number chosen by the patient.

How long are patients' lab results messages available to them?
When patients access LabRetriever, they are informed of how many new and old messages are available to them and they can listen to their messages as often as they like until archived. You determine how long lab results messages are available to the patient before they are archived.

Can patients transfer to a live agent if they have questions?
LabRetriever fields routine lab results calls so providers and staff have more time for patients in the office. If call transfer is supported by your PBX, LabRetriever will also allow patients to transfer to a live operator during business hours.