Managing Inbound Call-to-Text/Abandoned Calls Conversations
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Table of ContentsManaging Inbound ConversationsPatient is Verified in Another PracticeIndividual Doesn’t Match an Existing Patient in Your EnterpriseIdentifying InformationReporting
Streamline patient communication and reduce hold times by allowing patients to seamlessly switch from waiting on hold to texting directly with a member of your staff. Call-to-Text and Abandoned Calls functionality integrates with your existing phone tree to provide additional ways to engage with your patients.
This article focuses on managing patient conversations after the Call-to-Text/Abandoned Calls functionality has been implemented. Click here to learn how to set up Call-to-Text/Abandoned Calls.
Patient is Verified in Another Practice
When you have a patient phone number that matches an existing patient within a different Practice, Artera will pull in that patient name.
Individual Doesn’t Match an Existing Patient in Your Enterprise
When the individual does not match an existing patient in any of your Practices, there are a few things to expect:
Determine the appropriate way to initiate a conversation with an Unverified Patient. We have seen customers request Full Name and Date of Birth. Please review the requirements with your compliance department to ensure you are correctly safeguarding any protected health information (PHI).
Today, much of the reporting around call volumes and abandonment rate will come directly from your phone tree system. Within Artera, we can report on the inbound and outbound messaging volume through your embedded Practice Analytics Dashboard.
Things to note when reviewing your Practice Analytics: