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DPC –with Event Trigger: “Appointments with Patient Balance” Campaign Logic

Carl Thompson
Updated

Payment Posting and Automated Texts – How Eligibility and Send Dates Are Determined

Product: Denticon DPC
 

1. Campaign Configuration Used in These Examples

All examples in this article assume this exact configuration:

  • Campaign Type: Appointment Campaign
  • Event / Trigger: Appointments with patient balance
  • Group Messages By Appointment Date: Not enabled
  • Procedure Codes: All
  • Accounts Sent to Collection: Include
  • Accounts with Patient Paid and Insurance Expected: Include
  • Accounts with Open Claims: Include
  • Accounts Patient Balance Over: $10.00
  • Mailing List Type: Responsible party
  • Touch Point 1:
    • Delivery Type: Text message
    • Delivery Date: 2 days after the appointment

Key behavior under this configuration:

  • The anchor date for the text is always the appointment date, not the appointment creation date.
  • The eligibility decision is made on the touchpoint day (e.g., “2 days after”), not on the appointment day.
  • Because Group Messages By Appointment Date is NOT enabled, each eligible appointment under the same RP generates its own text message.

 

2. When Is an Appointment Considered Eligible?

Example 1 – Single Appointment, Single Patient

Scenario

  • Appointment date: 3/1/2026
  • Office: Included in mailing list
  • Provider: Included in mailing list
  • Patient balance: > $10.00 on 3/3/2026
  • All financial settings as specified above (collections/open claims/etc. = Include)

Question:
On what date does the campaign determine if this 3/1/2026 appointment is eligible?

Answer:
For this configuration, the campaign determines eligibility for the 3/1/2026 appointment on:

March 3, 2026 (3/3/2026) – when Touch Point 1 (“2 days after”) runs.

Why 3/3/2026?

  • Touch Point 1 Delivery Date = 2 days after the appointment.
  • Appointment date = 3/1/2026.
  • 2 days after 3/1/2026 = 3/3/2026.

On 3/3/2026 (when the campaign processes for that office), DPC:

  1. Finds the appointment(s) whose appointment date = 2 days before today
    • 2 days before 3/3/2026 = 3/1/2026.
  2. Locates the responsible party (RP) for that 3/1/2026 appointment.
  3. At that moment on 3/3/2026, checks:
    • Is the RP’s patient balance > $10.00?
    • Is the office included? (Yes, by assumption.)
    • Is the provider included? (Yes.)
    • Are collections, patient paid & insurance expected, open claims allowed? (Yes, all set to Include.)
    • Procedure codes = All (no exclusion here).

If the RP meets these conditions on 3/3/2026, the appointment is eligible, and the Touch Point 1 text is generated that day. If not, that appointment is not eligible for this touchpoint.

Key takeaway:
The system does not decide eligibility on the appointment day (3/1/2026). It decides on the touchpoint day (3/3/2026), using the RP’s balance as of that touchpoint day.

 

3. Multiple Patients Under the Same Responsible Party

Example 2 – Two Siblings, Same RP, Different Appointment Dates

Configuration (same as above)

  • Event/Trigger = Appointments with patient balance
  • Mailing List Type = Responsible party
  • Group Messages By Appointment Date = Not enabled
  • Touch Point 1 = Text message, 2 days after
  • All “Include”/balance filters as listed

Scenario

  • Patient A appointment: 3/1/2026
  • Patient B appointment: 3/3/2026
  • Both patients have balance > $10.00 from 3/1/2026 through 3/5/2026
  • Both appointments are:
    • In an included office
    • With an included provider
  • Both are under the same responsible party

3.1 When is each appointment evaluated?

Appointment A (3/1/2026)

  • Touch Point 1 = 2 days after → 3/3/2026
  • On 3/3/2026, DPC:
    • Finds the 3/1/2026 appointment.
    • Identifies the responsible party.
    • Checks, as of 3/3/2026:
      • RP’s balance > $10? → Yes (by assumption)
      • Office/provider included? → Yes
      • All financial filters (collections, open claims, etc.) → Allowed
    • Result: Appointment A is eligible on 3/3/2026.

Appointment B (3/3/2026)

  • Touch Point 1 = 2 days after → 3/5/2026
  • On 3/5/2026, DPC:
    • Finds the 3/3/2026 appointment.
    • Same responsible party.
    • Checks, as of 3/5/2026:
      • RP’s balance > $10? → Yes (by assumption)
      • Office/provider included? → Yes
      • All financial filters → Allowed
    • Result: Appointment B is eligible on 3/5/2026.

Summary

  • Appointment A’s eligibility is decided on 3/3/2026.
  • Appointment B’s eligibility is decided on 3/5/2026.

Each appointment has its own evaluation day and its own send date.

3.2 Do two separate text messages send?

Yes.

Because:

  • Mailing List Type = Responsible party
  • Group Messages By Appointment Date = Not enabled
  • Each appointment is evaluated independently on its own touchpoint date

Result:

  • On 3/3/2026, the RP receives one text for Patient A’s 3/1/2026 appointment (if criteria are met).
  • On 3/5/2026, the same RP receives another, separate text for Patient B’s 3/3/2026 appointment (if criteria are met).

There is:

  • No grouping of those appointments into a single message, and
  • No suppression of one appointment because another exists.

Each eligible appointment → one text to the RP on that appointment’s own touchpoint date.

 

 

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