Flywire's Interactive Voice Response (IVR) system is an automated phone service that gives your patients a convenient, self-service way to check their balance and make payments — 24 hours a day, 7 days a week — without needing to speak with a member of your staff.
How it works for patients
When a patient calls your IVR number, they are guided through a short, structured call flow:
Step 1 - Language selection
Patients choose their preferred language (English or Spanish) at the start of every call.
Step 2 - Identity verification
Patients enter their account number and date of birth using their phone keypad to confirm their identity securely.
Step 3 - Balance announcement
The system reads the patient's current balance and presents available payment options based on their account status.
Step 4 - Payment
Patients can pay their balance in full, or make a partial payment. They enter payment details by phone keypad — no live agent required.
If a patient needs assistance at any point, they can press 0 to be transferred to your customer service team.
Payment options available through IVR
Flywire IVR supports the following payment methods:
- Credit and debit card — patients enter their card number, expiration date, and CVV by keypad
- ACH / bank account — patients provide their routing and account numbers to pay directly from a checking or savings account (if enabled for your organization)
Patients also have the option to save a payment method during their call for use in future transactions across Flywire's patient-facing channels.
Key benefits for your organization
- 24/7 availability — patients can check balances and make payments at any time, including nights, weekends, and holidays
- Reduced call volume — routine balance and payment inquiries are handled automatically, freeing your staff for higher-complexity interactions
- Familiar, accessible experience — no app or internet connection required; patients use any phone
- Consistent, guided interactions — structured call flows reduce errors and ensure every patient receives the same experience
Frequently asked questions
Is IVR available in languages other than English?
Yes. Spanish is supported. Language selection is presented at the start of every call.
What happens if a patient enters incorrect information?
The system will re-prompt the patient and allow them to try again. After a set number of unsuccessful attempts, the call is automatically transferred to your customer service team.
Can patients make partial payments?
Yes. Patients can choose to pay their full balance or enter a custom payment amount. The IVR will confirm the amount before processing.
What if the patient has no balance due?
The IVR will announce that no payment is currently due and direct the patient to visit your online patient portal for any additional needs.
Does IVR support payment plans?
Yes. If a patient has an active payment plan, the IVR reflects their installment information and may offer the option to make an advance payment, depending on your configuration.
Getting started
IVR is set up and configured by your Flywire Implementation team during onboarding. If you are an existing client and would like to learn more about enabling IVR for your organization, please contact your Flywire Customer Success Manager.