Introduction:
Cloud9 allows you to create financial campaigns to follow up with accounts that have an aging balance. These campaigns automatically send notifications to patients about outstanding balances, upcoming payments, and insurance updates based on preset triggers like due dates or transaction activity. These campaigns save time for staff, improve patient engagement, and help ensure timely payments. These campaigns can be setup and customized for each office's individual needs using the following guide.
Process description:
To successfully configure an automated financial campaign, you'll need to set up the following components:
- Template: A Message Template must be set up 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.
- Recipient List: You'll need to create or select a Recipient List that targets the specific audience for the financial campaign, such as responsible parties based on status. This list will send out messages to the patient based on criteria defined in the Campaign setup.
- Campaign: You'll also need to set up Campaign itself, which ties together the Recipient List and Template. The campaign settings will determine the schedule of the messages, and the delivery method (text or email).
Prerequisites:
The office must be signed up for Cloud9 Connect.
Step-by-step instructions:
- Edit > Automation Suite> Recurring Campaign > Create Campaign Button
- Setup your campaign by filling out the fields detailed below:
| 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." |
| 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. It helps grab the recipient's attention and convey the purpose of the message, increasing the likelihood that the message will be read |
| Send Location | Defines the send email/phone number to use when sending the message |
| Recipient List | Refers to the specific Recipient List that will receive the campaign communications. This can include responsible parties, patients with overdue balances, or other segmented groups. This ensures that the right audience is targeted, enhancing the relevance of the communications, and improving engagement rates |
| Event: Responsible Party Balance Past Due | Defines the conditions on when to send the message. For example when the oldest invoice is 10 days past due date. |
| When to send |
Defines when to send this message. Messages are sent automatically at 9:00 AM (practice location time). Only one message per financial responsible party (not per patient). |
Helpful Hints:
Financial campaigns go out based off the recipient list selected (such as all active patients or all patients), and the number of days since oldest pending charge. Make sure to set this to an appropriate date range for your balance notifications.
Tips and best practices:
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.
Additional information:
How do we setup and use Financial Campaigns via Cloud9 Connect?
Is there an example of how we should set up the message intervals for our Financial Campaigns?
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.