patient access automation

Calibrated IVR Options in Healthcare to Minimize Transfers Without Confusing Patients

In US healthcare, your call center isn’t just answering phones — it’s handling the first step in patient engagement and protecting operational efficiency. The problem? Every unnecessary transfer costs staff time, frustrates patients, and risks losing revenue from missed or delayed appointments. According to MGMA benchmarks, each misrouted call costs an average of $4–$6 in staff time — and that adds up fast in busy hospital systems. Calibrated IVR (Interactive Voice Response) solves this by carefully designing phone menu options