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:
- Go to Edit > Automation Suite> Recurring Campaign > Template Tab.
- Select whether to create a text or email template.
- Configure the template using the guidelines below:
| Add Text Template |
What it does: Adding a text template for recurring messages allows you to save a predefined message that you can reuse multiple times. It also enables you to automatically insert placeholders, such as names, dates, or locations, for personalization. Additionally, it makes it easier to schedule messages without having to type them out each time. Text templates can be used for Appointment Campaigns, Contract Payment Campaigns, Recurring Responsible Party Aged Balance Campaigns, and will soon be available for Recurring Patient Care Campaigns. |
| Add Email Template |
Creating an email template for email campaigns allows you to save a predefined email format that can be reused for multiple campaigns. It enables you to insert dynamic placeholders, such as recipient names, dates, or personalized content, to tailor each message. Additionally, it streamlines the process of scheduling and sending emails, ensuring consistency and efficiency across your campaigns. Email templates can be used for Appointment, Contract Payment, Recurring Responsible Party Aged Balance, and Recurring Patient Care Campaigns. |
| Copy Template | What it Does: 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 nothing.This saves time by allowing users to build on existing templates and make modifications for new campaigns, while retaining the core message or structure. |
| Template Type | What it Does: Defines the type of message template being created or edited. To include Email, or Text. This ensures the message fits the communication channel. For example, email templates accommodate longer content and rich formatting, while SMS templates are concise and text-only. |
| Name | What it Does: The name given to the template for easy identification and management. This could be something like "Overdue Balance Reminder" or "Appointment Confirmation." This facilitates users in efficiently locating and selecting the suitable template when configuring campaigns, particularly when managing multiple templates. |
| Message Body | What it Does: 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. |
| Merge Tags | What it Does: 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. This enables personalized and dynamic messaging by automatically inserting individual-specific data, ensuring that each message is relevant to the recipient and increasing engagement. |
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 Email: More detailed aged balance details
-
Never include:
- Patient specific details
- Procedures specific details on balances
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,
[Ortho 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! [Ortho Practice Name]
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.
Additional information:
How do we setup and use Financial Campaigns via Cloud9 Connect?
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.