5 Ways to Optimize Your Pharmacy IVR

Here are 5 ways to optimize your pharmacy IVR in 2025.

1. Keep Menus Simple and Clearth

Long or confusing menus often lead to hang-ups. Stick to 3–5 main options, such as:

• Press 1 to refill a prescription.
• Press 2 to check store hours
• Press 3 to speak with a pharmacist

Tip: Regularly test your IVR menu. If it takes more than 30 seconds to reach the right option, it’s too long.

2. Update Seasonal Information

Your IVR greeting should always reflect current events. Update messages to include:

• Holiday hours
• Flu & COVID vaccine availability
• Travel vaccine services for winter and spring travellers

This proactive approach reduces unnecessary calls and builds patient trust.

3. Enable Automated Refills & Notifications

One of the biggest advantages of IVR is automation. Allow patients to request refills without speaking to staff. Integrated platforms like Finerr can:

• Process refill requests instantly
• Send automated pickup notifications
• Sync refill schedules to reduce pharmacy workload

4. Personalize the Experience

Patients appreciate a personalized touch, even from an automated system. Options include:

• Addressing callers by name using account data
• Offering reminders for upcoming refills or vaccinations
• Creating custom menus for high-demand services

This helps your pharmacy feel more approachable than a generic call center.

5. Monitor & Improve Regularly

Track IVR performance by reviewing call logs and patient feedback. Look for:

• Frequent “0” presses to reach staff (a sign menus may be confusing)
• Peak call times that require additional staffing
• Commonly asked questions that could be added to the IVR menu

Final Thoughts

An optimized IVR system can be the difference between a patient staying loyal or switching to a competitor. By keeping menus simple, updating seasonal info, and integrating with digital tools, you can ensure your pharmacy delivers efficient, patient-friendly service year-round.

Pro tip: With Finerr’s IVR integration, you can automate refills, send notifications, and manage call volume seamlessly — freeing your staff to focus on patient care.