Automatic Communications

Automatic Communications are customizable in a variety of ways. Change wording, add your own pictures or videos, and change settings to tailor them specifically for your office. 

In any given automatic communication or custom campaign, you'll see your options to customize after you click into the campaign.
To learn more about a specific campaign, select the campaign in list below ⬇️

• ✨ Automated Collections ✨

  Our newest campaign, Automated Collections allows you to send custom recurring messages to patients with outstanding balances! 
  By default, this campaign will:
   
  • Target Responsible Parties with a net family balance that’s 30+ days old
  • Send email & texts on the 2nd Monday of every month
  • Include Payments link for offices that have enabled WePay OR the office phone # for those who do not.

   

• Welcome Packet

  The Welcome Packets campaign sends an email message to patients who have just been created in the PMS. Once a new patient has been created within the PMS and then syncs with RevenueWell, the system triggers the Welcome Packet to send to the new patient’s email address. This allows your office to welcome the patient and send any of your chosen new patient forms or documents.

  In order for the Welcome Packet campaign to send, the new patient must be created with an email address!

  You can add attachments or a forms link if you have RevenueWell Forms or a PDF. 

  Check out our latest tutorial on how to get your new patients their forms with their Welcome Packet:
  

• Birthday and Holiday Cards

  Birthday: Postcard goes out 4 days before the person’s birthday (so it gets there right on time or the day before); emails go out on the day of the person’s birthdayHoliday
  • Happy Holidays: Postcards start going out on December 6th. Emails start going out on December 10th. Any edits to the campaign should be made by November 28th for postcards and December 2nd for emails.
  • Independence Day: Both emails and postcards start going out 5 days before Independence day.
  • Thanksgiving: Emails will be sent on Thanksgiving day but content should be finalized 8 days before. Postcards start sending 4 days before Thanksgiving and content should be finalized 12 days before the holiday.
  The birthday and holiday card campaigns can be found in Campaigns > Automatic Communications. 
  
• Post-Op Instructions
  Within the automatic communication options is a drop-down list of post-op instructions, including templates for the following procedures:
  • Amalgam Fillings
  • Bridges
  • Crowns
  • Custom Post-Ops
  • Extraction & Bone Graft
  • Extractions
  • Implant Placements
  • Root Canal
  • Root Planing & Scaling
  • Sinus Lift
  • Tooth Colored Fillings
    
    By clicking on a template you can:
    1. Edit Message - Including the subject, body, and any merge fields
    2. Edit Settings - Including the schedule, the delivery method, and the service codes linked to the operation
    3. Edit Attempts - For certain templates, you can also turn on and off multiple attempts and edit those as indicated above. 
    4. Activate or Pause the communication
    
    See the example below ⬇️✨
    

• Custom Post-Op Instructions

  The Custom Post-Op Instructions campaign allows you to create post-op instruction emails for procedures that aren't already included in the list of post-op instructions. 

  1. To create a custom post-op email, first click "Post-Op Instructions" in the Campaigns tab. Then, click "Custom Post-Ops" at the bottom of the list. 

  

  2. Click "Add a New Custom Post-Op."
  3. Name your Post-Op.
  Note: This name is just for your use; patients will not see it.
  4. Next, use the dropdown menu by "Schedule" to select when you would like the post-op to be sent out. If you select "Custom Schedule," you can choose the number of days you want RevenueWell to wait before sending out the post-op email.
  5. Next, you'll want to select the service codes that will trigger the post-op email to be sent. Click into the empty box next to "Services" and begin typing the code. Then, click on the code once it appears. You can select as many codes as are appropriate for the procedure. Once you are done, click "Next."

  6. Now you will be able to type in the content for your post-op message in the text box shown below, replacing the text "POST-OP TEXT HERE."
  Note: You can also insert images and videos.

  7. You may also edit the email subject line that the patient will see. If you need to return to the previous step to edit the name of your campaign, the timeline, or the service codes, scroll down and click "Back."
  8. Once your campaign in complete, click "Finish."

• Email Address Request

  The email address request campaign helps collect email addresses from patients via text message. Once turned on, the campaign will send a single automatic text message to any patient who:

  • Has a cell phone number on file and is signed up to receive text notifications

  • Doesn’t have an email address on file, or

  • Has a a bad email address on file – meaning RevenueWell’s last send to that email address bounced.

  The default text message will read:
  “From {SMSFromName}: Hi {PatientFirstName}! We’re updating our records to better serve you – please text us your preferred email address. Thank you!”

  NOTE: An email address request message will only be sent once to any one cell phone number. If multiple patients share the same cell phone number, the text message will only be sent for one of them.

• Expiring Insurance Benefit Reminder

  The expiring insurance benefits reminder automatic communications type sends insurance patients reminders to “use or lose” their benefits prior to the end of the insurance year. This communication type recognizes fiscal year vs. calendar year insurance plans on the patients’ profile and sends out communications accordingly.

  You will need to activate the expiring insurance benefits reminder at least a week in advance of the 1st of the month. For example, let's say a patient's benefits expire in January. If you set your first attempt to 4 months prior, this reminder will go out in September. You will need to activate the campaign at least 7 days in advance of September 1st, which would be August 25th. 

  To activate the campaign, click "Expiring insurance benefits reminder" in the Campaigns tab.

  The communication type has two identical attempts that only differ by WHEN they are sent out.

  Select "Edit Message" to change the wording, add your own pictures or videos, and change any applicable settings to tailor them specifically to your office.

  Select "Edit Settings" to adjust the timing, insurance balance remaining, and delivery method. The insurance balance setting lets users specify the minimum amount of insurance benefits that the patient must have to receive this communication. Make sure to only send this campaign to patients who have at least $100 of insurance remaining to avoid 

  NOTE: The benefits reminder e-mail/letter does not mention the amount of benefits remaining for the patients, so they will not see any dollar figures. Set a minimum level of remaining benefits to make sure you are are not sending reminders to patients with $10 left.

  After you select your timeline in the "Edit Settings" section next to each attempt, click the orange box that says "Paused." 

  This will turn the campaign to "Active." Then click "Save & Exit."

• Patient Reactivation

  The Patient Reactivation campaign is designed to help practices that want to reduce patient attrition by reaching out to patients who haven’t been in for an appointment in over 9 months. This campaign sends reminders or incentives to patients to encourage them to make their appointments.

  The campaign offers multiple attempts that can be scheduled at the practice's custom preferences. The campaign can go out as an email, text message and/or postcard.

  The image below will guide you through setting up, customizing and activating the campaign.
  1. Set campaign to Active or Paused
  2. Don't forget to Save!
  3. Activate the first attempt.
  4. Preview the Email, Text or Postcard content.
  5. Edit the message content.
  6. Choose from an existing template.
  7. Change the settings for the schedule and delivery method of the campaign.
  8. Activate and edit attempt 2 and 3 as needed
  
  
  

• Recalls

  The purpose of the Recalls (texts, emails, and/or direct mail) is to notify patients who are coming close to or are past their recall date to schedule their hygiene appointment.
  The Recalls automatic communication type reads the recall date from the patient’s profile in the PMS and attempts to bring the patient back by sending up to 5 different communication attempts before and after the recall dates. This feature, once enabled, will only address those patients that do not have an appointment scheduled already. 
  For each Recall attempt, the user may choose how RW should send the communication out. Please note that RW will send ALL communications that it can send based on the contact info on file and the patient’s communication preferences:

  Select "Change Template" to access our template library! This allows you to specify a different design for each attempt:
  
  

  Recommended Settings:
  

  • Attempt 2, 3, 4, 5 should all be set to Yes (same as Attempt 1)  
  • Email & Text for attempts 1, 3, and 5

   

• Review and Survey Request

  Activating the "Review & Survey Request" campaign will invite a patient via email to leave you a review or fill out a survey after their appointment. If a patient has multiple appointments within that time, RevenueWell will send only one of these requests in any 3 month period. 

  If you'd prefer one type of feedback over the other, you can toggle the percentage of review requests versus survey requests that will be sent out.

  Other customizable settings include the schedule, delivery method, and content of the message.

• Treatment Plan Follow Up

  Treatment plan follow ups are a great tool for reminding patients to schedule services that they need. RevenueWell gathers this information from your Practice Management Software and encourages patient to schedule proposed treatments.
  
  
  
  FAQs

  Why did a patient with an appointment scheduled receive a treatment plan follow-up message?	This can sometimes happen if the new appointment is not connected to the treatment plan within your practice management system. Depending on your system, you may be prompted to connect an appointment with a proposed service in a treatment plan. Make sure that this is done, so that RevenueWell recognizes that the new appointment will fulfill part of the treatment plan.
  How can I remove patient financial information in the treatment plan follow-up email?	Treatment plan follow-up emails automatically include a table providing additional information to patients about their proposed treatment. This table defaults to show videos, articles, total cost of the treatment, insurance estimates, and the patient's cost. Some practices aren't comfortable with sharing that financial information. That's not a problem, as you have the ability to totally customize what's displayed. To modify the table, look under the preview image of the attempt you're changing and click "Edit Message." Hover your mouse over the table. A toolbar will appear with an option to "Edit Treatment Plan Table." You can then decide what exactly you want appearing in the table. Uncheck what you want to remove and then click "Done." A table with no financial information would look like this:
  If we activate treatment plan follow-ups, are you going to go back and send messages to patients who had treatment plans proposed a long time ago?	The treatment plan follow-up campaign communicates with unscheduled patients with outstanding plans. We only go as far back in time as you tell us to.  Meaning, you choose the number of days we look backwards to send follow-up messages.  Click on "Edit Settings" next to each attempt you are activating to decide the timeline.