New interactive voice response system makes calling 1-855-FAIRVIEW easier for M Health Fairview patients

Thousands of people dial 1-855-FAIRVIEW every day. Our patients use this line to schedule appointments, ask questions, and get directed to a hospital, a clinic, or a helpful resource for the care they need.

To better serve your needs and improve the patient experience, we have now launched interactive voice response (IVR) on the 1-855-FAIRVIEW phone line.

With IVR software, callers can state the reasons for their call, instead of selecting from a limited, pre-programmed phone menu. This technology will help everyone get routed to the right place quicker, with less hassle or worry. Callers will be able to freely answer open-ended questions such as, “How can we help you today?” and based on their answer, be connected to the appropriate place.

Our goal is to reduce wait times and unnecessary transfers for callers by routing people to the right place in a timely manner. Eventually, IVR will also allow us to introduce self-service options to obtain information or complete simple transactions over the phone without a representative.

“Health systems have faced unprecedented challenges over the past two years. We are responding to changing patient expectations for self-service, whether it be by phone or other digital means of connection,” said Mandy Souba, vice president of the M Health Fairview Health Transformation Center. “Interactive voice response allows us to more accurately route callers to the appropriate representative or team, which helps us create a more effortless and efficient experience for our callers.”

In addition to calling 1-855-FAIRVIEW, patients can schedule care online and through the newly-launched M Health Fairview app. Our app also allows patients to view their health record, access test results, find a provider, pay a bill, and more – all on their smartphone.

“We are always looking for ways to improve our patients’ experience,” said Nancy Van Maren, system director of the M Health Fairview Customer Solutions Center. “Switching to interactive voice response is just one of the ways we’re making care easier and more accessible for people across our state and region.”