Innovation’s PharmASSIST Symphony system will have Voice-Tech IVR system integrated for further efficiency in the refill management process.

The integration of the two systems automates prescription triage for each refill order as it is received by the Voice-Tech IVR system. The Symphony system then sorts and routes the problem-free/fillable orders for automated or manual dispensing. Orders that require a doctor’s authorization, a pharmacist’s decision, or intervention with insurance adjudication are sorted for the appropriate action. In the case of a doctor authorization, a fax is automatically transmitted. Other benefits from the integration include real-time prescription status when a patient calls the pharmacy and an automated outbound call (which patients can opt into) when a prescription is ready for pickup.

“We began our work with refill management and IVR interfaces over five years ago with Costco Wholesale and have continued to build on the success of that technology. This resulted in our official launch of Symphony as a stand-alone workflow product,” says Mary Reno, CEO of Innovation. Tim Garofalo, president of Voice-Tech, points out that this is one of the first truly bidirectional interfaces to improve productivity.

Innovation also announced that it has attained Gold Certified Partner status in the Microsoft Partner Program, with a competency in ISV/Software Solutions. The certification recognizes the skill and focus for a particular solution set. Companies that have received the Gold Certification have a successful record of developing and marketing software based on Microsoft technologies. One benefit of certification is the training and support these companies receive from Microsoft.