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PAN Offers Faster Phone Service through Voice-Activated Response


Charlotte, NC – The Patient Access Network (PAN) Foundation recently enhanced phone service to patients, medical providers and patient advocates and now offers an integrated voice response (IVR) system that is available both in English and Spanish. PAN provides copayment assistance to eligible underinsured patients diagnosed with one of 21 chronic or cancer-related diseases.

The easy-to-use system allows patients and medical providers to check application approval status, grant amounts, remaining grant balances, and claims status. An increasing number of callers, now over 25 percent, are choosing to use the system. "We want to serve our patients and providers as efficiently as possible,” said PAN President Julie Reynes. “In particular, patients told us they wanted to be able to easily check their balances, and this system lets them do that at their convenience.”

Calls come into PAN’s Charlotte call center through the toll-free number at 1-866-316-PANF (7263). Callers then touch the IVR option and follow the system voice prompts. To proceed, they need to use the patient ID number or their Social Security number and date of birth.

The addition of the IVR system is only one of several technological improvements PAN is implementing throughout 2009. Others include a completely revamped Web site, with donor and provider portals and a new temporary approval process. A dedicated patient portal is also being planned.