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How to Setup Automated Financial Campaigns via Denticon Patient Communication.

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Jaclynn
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Introduction:
Automated financial campaigns are now available via Denticon Patient Communication. These campaigns are designed to streamline billing and collection processes, saving time while improving patient engagement and compliance, creating a more organized and transparent financial experience for both patients and practices. Offices will want to follow the steps below to properly setup these campaigns.

 

Process description:

To successfully configure an automated financial campaign, the user must ensure the following key components are in place:

  • Mailing List: The user must create or select a Mailing List that targets the specific audience for the financial campaign, such as responsible parties with outstanding balances. This list segments recipients based on criteria relevant to the campaign's purpose.
  • Template: A Message Template must be configured to define the content of the automated messages, including balance details, payment instructions, and other relevant information. Templates should include dynamic fields (e.g., patient name, balance amount) to personalize each message for the recipient.
  • Campaign: The user must create the Campaign itself, which ties together the mailing list and template. The campaign settings will determine the schedule, delivery method (text or email), and triggers (such as a balance threshold or payment processing event).

By configuring these three essential elements—Mailing List, Template, and Campaign—the automated financial campaign will be able to run efficiently, delivering timely and personalized notifications to the intended recipients

 

Step-by-step instructions:

How to Setup the Responsible Party Mailing List:

  1. Go to Utilities>Launch>Automated Campaigns>Mailing List and configure the following fields:
    1. Name of Custom Mailing List: This is the name or title given to a specific mailing list. It helps to identify the list based on the target audience, purpose, or campaign. For example, a mailing list could be named "Overdue Balance Reminders" or "New Patient Welcome Emails." 
    2. Mailing List Type: Defines the category of the mailing list, which refers to the end user who will receive the message (a Patient or Responsible Party) 
    3. Office/Group: Specifies the dental office, clinic, or group practice that the mailing list applies to. 
    4. Exclude Resp. Party Type:Allows the exclusion of specific types of responsible parties (e.g., guarantors, parents, or legal guardians) from the mailing list. Responsible parties are financially responsible for the patient’s account. This option can filter out certain categories of responsible parties who should not receive certain types of communications.

How to Configure a Template for a Responsible Party Focused on Financial Messaging:

  1. Go to Utilities>Launch>Automated Campaigns>Template and configure the following fields:
      1. Copy Template: This feature allows the user to create a duplicate of an existing template. It can be useful when you need to use a similar format or message structure for different campaigns but want to make slight adjustments without starting from scratch. 
      2. Template Type: Defines the type of message template being created or edited. To include Email, or Text.
      3. Name: The name given to the template for easy identification and management. This could be something like "Overdue Balance Reminder" or "Appointment Confirmation"
      4. Subject: The subject line of the email or notification that will be seen by the recipient. This is a crucial element for email templates since it impacts whether the recipient opens the message. For text/SMS, it might not be applicable, but for emails, it is essential. 
      5. Message Body: The main content of the template. This is where the actual message is written, which can include information such as outstanding balances, payment instructions, or appointment reminders. 
      6. Data Tags: Merge tags are placeholders within the template that automatically pull specific information from the system, such as the recipient’s name, balance amount, due date, or appointment time. When the message is sent, the tags are replaced with the corresponding data for each recipient. 
        1. Data Tags specifically related to financial campaigns are as follows:
          1. Ledger

            1. New Charges Today

            2. Resp. Party Current Balance

            3. Resp. Party Est. Ins Balance

            4. Resp. Party Over 120 Balance

            5. Resp. Party Over 180 Balance

            6. Resp. Party Over 30 Balance

            7. Resp. Party Over 60 Balance

            8. Resp. Party Over 90 Balance

            9. Resp. Party Total Balance

          2. Office

            1. Correspondence Name

            2. Email

            3. Fax

            4. Name

            5. Phone1

            6. Phone2

            7. ShortID

            8. State

            9. Statement Address

            10. Statement Name

            11. Zip

          3. Resp. Party
            1. Cell Phone No.
            2. Email Address
            3. First Name
            4. ID
            5. Last Insurance Payment Amount
            6. Last Insurance Payment Date
            7. Last Name
            8. Last Patient Payment Amount
            9. Last Patient Payment Date
            10. Preferred Name
          4. URL
            1. Payment Portal

Configuring an Appointment Campaign for Trigger: Appointments with Open Balances

  1. Utilities > Launch > Automated Campaigns > Appointment Tab: Create Campaign
  2. Enter information for the following fields:
    1. Copy Campaign: This feature allows the user to duplicate an existing campaign. This is useful for creating a new campaign that follows a similar structure or uses the same messaging strategy without starting from scratch. 
    2. Campaign Name: The name assigned to the campaign for easy identification and management. For example, "Pre-Appointment Balance Reminder" or "Post Appointment Cash Pay Notice"
    3. Status: Indicates the current state of the campaign, Active or Inactive. This status helps determine whether the campaign is currently running or if it needs further setup or modifications. 
    4. Event/Trigger: Defines the specific event or condition that initiates the campaign.
      1. Event Trigger: Appointments with Open Balance: This event/trigger specifies that the campaign will activate when a patient has a scheduled appointment and an outstanding balance on their account. It ensures that communication is sent out to remind the patient about their upcoming appointment and the balance due. 
    5. Procedure Code: This setting allows the user to specify procedure codes associated with the scheduled appointment (NOT the balance). These codes represent the various procedures performed on patients (e.g., cleanings, fillings, crowns). 
    6. Accounts Sent to Collections: Indicates whether the campaign will include accounts that have already been sent to collections. This helps to identify and potentially re-engage patients with overdue accounts. 
    7. Accounts with Patient Paid and Insurance Expected: Targets accounts where the patient portion is $0.00, but insurance reimbursement is still pending. This helps keep responsible parties informed about their financial obligations.
    8. Accounts with Open Claims: Focuses on accounts that have pending insurance claims. The campaign can remind patients or responsible parties of their outstanding balances while the claims are being processed.
    9. Accounts Patient Balance Over: Sets a threshold for outstanding balances, allowing the campaign to target accounts where the patient balance equals or exceeds a specified amount. 
    10. Mailing List: Refers to the specific mailing list that will receive the campaign communications. This can include responsible parties, patients with overdue balances, or other segmented groups. 
    11. Touchpoint Delivery: Defines how, when, and how many messages will be delivered to recipients. 

Configuring Reoccurring Financial Campaigns:

  1. Utilities > Launch > Automated Campaigns > Recurring Tab: Create Campaign
  2. Enter information for the following fields:
    1. Copy Campaign: This feature allows the user to duplicate an existing campaign. This is useful for creating a new campaign that follows a similar structure or uses the same messaging strategy without starting from scratch.
    2. Campaign Name: The name assigned to the campaign for easy identification and management. For example, "Pre-Appointment Balance Reminder" or "Post Appointment Cash Pay Notice"
      Status: Indicates the current state of the campaign, Active or Inactive. This status helps determine whether the campaign is currently running or if it needs further setup or modifications.
    3. Event/Trigger: Defines the specific event or condition that initiates the campaign.

      1. Event/Trigger Payment Processed: Indicates that the campaign will be activated when a payment (from either the patient or insurance) has been processed, and there is still an outstanding balance on the patient’s account. This trigger helps ensure timely communication with patients about their financial obligations right after a payment is processed. It allows the practice to notify patients about the remaining balance, reminding them to make a payment, if necessary, which can improve collections and enhance transparency regarding their accounts.

      2. Event/Trigger Account Balance: Aged Days: The trigger evaluates the oldest open invoice on a patient’s account to determine the aging category. The campaign will be activated based on the age of that oldest invoice rather than the total balance.
    4. Payment Type: Specifies the types of payments the campaign will target, such as Insurance Payments or Patient Payments. This helps in filtering the accounts that will receive communication based on their payment methods. Note: Adjustments do not trigger a campaign
    5. Accounts Sent to Collections: Indicates whether the campaign will include accounts that have already been sent to collections. This helps to identify and potentially re-engage patients with overdue accounts.
    6. Accounts with Patient Paid and Insurance Expected: Targets accounts where the patient portion is $0.00, but insurance reimbursement is still pending. This helps keep responsible parties informed about their financial obligations.
    7. Accounts with Open Claims: Focuses on accounts that have pending insurance claims. The campaign can remind patients or responsible parties of their outstanding balances while the claims are being processed.
    8. Accounts Patient Balance Over: Sets a threshold for outstanding balances, allowing the campaign to target accounts where the patient balance equals or exceeds a specified amount.
    9. Mailing List: Refers to the specific mailing list that will receive the campaign communications. This can include responsible parties, patients with overdue balances, or other segmented groups.
    10. Touchpoint Delivery: Defines how, when, and how many messages will be delivered to recipients. 

Tips and best practices:

Keep the message clear and straightforward. Include key details such as:

Practice Name, Responsible Party Preferred Name, Total Account Balance, Link to make online payment

Additions include:

  • Upcoming Appointment Details
  • Payment Details
  • If creating an Email Template: More detailed aged balance details

Never include:

  • Patient specific details
  • Procedures specific details on balances

Best Practices for Campaign Intervals:

  • Pre-Appointment Reminder: Send a reminder 1 week or 2 days before the appointment; however NOT on the same day that a confirmation/reminder text will be sent. This gives patients enough time to prepare and ensures they are aware of any balances due.

  • Post Appointment Reminder: Send a text message 1 hour after the appointment is completed when insurance is not expected. This gives the patient enough time to leave the office and then process the payment request.

  • Insurance Payment Has Posted: Send a text message 1 day and 7 days after an insurance payment has processed and patient has balance owned. Send an email 3 days after a payment has processed and patient balance is still owed.
  • Patient Payment Has Posted: Send a text message 14 days (about 2 weeks) after a patient payment has processed and there is a remaining balance owed.

  • Current Charges (0-30 Days Past Due)

    • Timing: Send a reminder 14 days after the payment due date.

    • Frequency: One reminder via Text Message

    • Content: A friendly reminder about the recent charge and request for payment.

  • 30 Days Past Due

    • Timing: Send a reminder 30 days after the due date.

    • Frequency: Two messages one email and one text message at day 0

    • Content: Notify the patient about the overdue amount, emphasizing the need for prompt payment.

  • 60 Days Past Due

    • Timing: Send a follow-up message 60 days after the due date.

    • Frequency: Two messages one email and one text message at day 0 and 15

    • Content: A more urgent reminder about the balance due, including potential consequences of continued non-payment.

  • 90 Days Past Due

    • Timing: Send a message 90 days (about 3 months) after the due date.

    • Frequency: Two messages one email and one text message at day 0 and 15

    • Content: Highlight the seriousness of the overdue balance, potentially mentioning options for payment plans or discussing the next steps if the balance remains unpaid.

  • 120 Days Past Due

    • Timing: Send a message 120 days (about 4 months) after the due date.

    • Frequency: Two messages one email and one text message at day 0 and 15

    • Content: Communicate clearly about the risk of the account being sent to collections and emphasize the importance of addressing the balance.

  • 180+ Days Past Due

    • Timing: Send a final notice 180 days (about 6 months) after the due date.

    • Frequency: One message.

    • Content: This message should be more formal and may include a last chance for payment before the account is handed over to a collection’s agency. Include clear instructions for payment and offer to discuss any concerns.

 

Sample Email Message:
Subject: Reminder: Past Due Balance on Your Account


Dear [Responsible Party Preferred Name],

We hope this message finds you well!

We are reaching out to remind you that there is an outstanding balance of $[Amount] on your account.

To make it easy for you, you can pay online by clicking [here] (insert payment link) or by contacting our office at [Phone Number]. If you have any questions or need assistance regarding your balance, please reach out via [Office Phone Number]. We appreciate your attention to this matter and thank you for being a valued patient!

Best regards,
[Dental Practice Name]


Sample Text Message:
Hi [Responsible Party Preferred Name], this is a friendly reminder that you have an outstanding balance of $[Amount]. To make a payment, please visit [insert payment link] or reply to this message with questions.

Thank you! [Dental Practice Name]

 

Additional information:
In addition to the automated financial campaigns, offices can also communicate on demand payment requests to patients. 

  • Message Hub: The Message Hub allows users to send on-demand text or email messages to patients for multiple scenarios including past due balances using pre-designed templates, ensuring efficient and consistent communication.
  • Two-way Communication: Enables users to quickly respond to inbound messages by sending a payment portal link, facilitating efficient and immediate payment processing for patients.
  • Smart Assist: Smart Assists allows practices to send automated text messages to patients with outstanding balances using pre-made templates. This feature helps practices send timely and personalized reminders about financial obligations, improving communication and patient engagement. By using these templates, practices can ensure consistent messaging and streamline their collections process, leading to better financial clarity and increased patient satisfaction. Best Practice: For an office employee to send a text message at walk out for patients who are cash pay.

 

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