TSO Network Update - July 2018

24 z July 2018 Phone Center Support Program The TSO Network is providing Network Members with a full-service Phone Center support program whereby all scheduling phone calls would be handled by professional call operators. Eliminating these calls from the day to day operations of a busy office can provide more time for staff to focus on the care and service they are providing patients in the office. Office eligibility for call center service 1. A VoIP phone system that can be programmed for an IVR system. 2. Tracking phone numbers activated for TSO.com and local website. 3. Phone number available for call center to transfer calls back to the office without going through IVR system. 4. TSO Online Scheduler or Limelight Real-Time Digital Scheduling activated or working on TSO.com or link on local website . 5. Knowledge and acceptance of appointment emails and message emails from the TSO.com Online Scheduler, Solutionreach and Call center. 6. Design scripts for the call center to follow in order to answer appointment related questions. What is an IVR system? Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. How will the call center work with my office? Using the IVR system, the patient will have the option to press “1” to schedule an appointment or “2” for any other reason. If the patient selects option “1”, he/she will be routed to the call center. The call center will answer the phone in a professional scripted manner representing an employee of the office. The patient will report that they would like to schedule an appointment. The call center will access the TSO.com office profile online scheduler or the “Schedule an Eye Exam” Link on your local website to schedule the appointment based on the available times listed and gather all the information as prompted by the online scheduler. Once the call center confirms the information and submits, an email will be sent to the office to accept the appointment that was just scheduled or a notification is sent by Limelight. The office then enters it into their appointment calendar. What happens if the patient has a non-appointment question? If the patient has a non-appointment question, the call center will transfer the call back to the office for further information. Some answers may be scripted to help facilitate appointment scheduling. How much is this going to cost? There is a one-time programming fee of $50.00 to correctly route and test calls and processes with the office and call center. A two week free trial is available after programming. After the trial period ends, the office is charged a monthly service fee of $55.00 to schedule appointments using the designated appointment scheduling software and routing calls to and from the call center to the office. Each call is charged by the minute at $0.99 per minute. TSO Inc. will credit the first 1000 minutes for the office with a six month contract commitment. If you are interested in learning more about being a part of this program, please contact Cindy Huynh at cindy@tso.com .