Published through 2026-11-02 17:05 UTC · Automated cloud publishing.
EyeCarePro CTO Advocates for Shorter IVR Systems to Cut Missed Calls
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In a recent episode of The Independent Advantage podcast, EyeCarePro Chief Technology Officer Raphael Rostenne discussed strategies for optimizing front desk operations in optometry practices. Appearing alongside host Diana Canto-Sims, OD, Rostenne focused on the impact of Interactive Voice Response (IVR) systems on patient accessibility. He highlighted data derived from over 400 practices, suggesting that shortening IVR menus can significantly reduce the number of missed calls. This approach aims to streamline patient interactions and improve overall service efficiency by minimizing wait times and frustration associated with lengthy automated phone trees. The discussion underscores the role of AI-assisted management tools in modernizing practice workflows, positioning shorter, more intuitive IVR structures as a key component in enhancing patient retention and operational effectiveness within the optometry sector.
AI-generated from reporting · updated 12 days ago
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- Optometry TimesEyeCarePro CTO Highlights IVR Shortening to Reduce Missed Calls in Optometry Practices
In Season 2, Episode 7 of The Independent Advantage, Diana Canto-Sims, OD, and Raphael Rostenne, chief technology officer of EyeCarePro, discuss AI-assisted front desk management. Rostenne cites data from over 400 practices handling approximately 180,000 calls monthly, revealing that phone bookings exceed online scheduler appointments by about 50% at typical practices. His analysis indicates roughly 30% of calls are missed, with 80% of those losses occurring during the interactive voice response (IVR) stage due to long menus and instructions. Rostenne identifies shortening the IVR as the most effective initial step for recovering these opportunities. He notes that patients often call other practices rather than retry when unable to connect, emphasizing the need for solutions outside business hours.