Let’s review which patients can receive Campaigns and how those Campaigns will be delivered to the patient based on their available contact methods and how the Campaign messages were configured. To learn more about how to send Campaigns, click here.
Artera can only send Campaign messages to patients that have been added to the Artera Enterprise. These patients can be:
- Verified: Meaning that they have had a past or future appointment in Artera.
- Unverified: Meaning they were either uploaded to Artera through a future appointment load or initial patient load, created in your EMR but do not have a future appointment scheduled, or have an appointment in another Artera Practice.
Note: Patients manually added to Artera will not be eligible to receive a Campaign because they do not have a unique Patient ID/MRN. Click here to learn more about Unverified Patients.
If you need to send a Campaign to patients who are not in Artera, complete a Lines & Resources request and follow instructions for Patient Lists for Campaigns. Click here for instructions. Artera can only send Campaign messages to patients that have been added to the Artera Enterprise.
Unverified Patient Considerations
- If you send email Campaigns to patients who are Unverified, your staff will not be able to manually email back to respond to any inbound questions.
- If the Campaign was set up to go out Securely through text or email, your staff will not be able to respond to the patients using Secure Messaging.
The Allow Practices to Message and Search For Any Patient across Enterprise Default Setting must be enabled to use a designated Campaign Practice within your Artera Enterprise. Otherwise, you will not be able to search for patients who received the Campaign message but are not verified in the Campaign Practice.
Campaign Message Delivery Method
Campaigns do not respect Contact Preferences, including Do Not Contact. When preparing your CSV file, be sure to exclude patients who are listed as Do Not Contact in your system of record. Campaigns do respect the Texting Allowed toggle and SMS Status.
Just like Automations, a patient will never receive more than one message per Campaign. If you select to create a message for each of the delivery methods for your Campaign, Artera will follow the below hierarchy to deliver your message:
Patients only receive a Call if the system determines that the phone number cannot receive text messages for some reason (i.e. if the number is a landline, has Opted out of SMS, or Texting Allowed set to No). Additionally, patients will only receive an Email if the phone number is invalid.
Campaign Message Delivery
The following tables indicate how the Campaign will be delivered to a patient based on the Campaign Message Setup (i.e. does the Campaign include messages for Text, Call, or Email) and the patient’s contact details. Below, Opted In and Opted Out refer to the patient’s SMS Status on the Facesheet. Additionally, Texting Allowed refers to the Texting Allowed toggle, also present on the Facesheet.
Patient has a Cell Phone
Patient has a Cell Phone and Email
Patient has Cell Phone, Landline, and Email
Patient has Landline
Patient has Landline and Email
Patient has Email