Default Automations - Referrals
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Table of ContentsCreate a New Referral AutomationConfigure Automation MessagingSet Automation TimingAutomation Trigger Rule ConfigurationAutomation TimingSend RulesMerging Messages
Use Referral Automations to automatically reach out to patients to schedule referred visits. These Automations are designed to reduce scheduling friction, create scheduling efficiency, and increase referral conversion rates.
As an Enterprise User, you can set up Automations that can be used across your Practices—these are called Default Automations. This functionality allows you to set a standard for your organization controlling both message timing and brand voice. Additionally, creating Automations at the Enterprise and enabling at each Practice drives efficiency and consistency.
This article focuses on how to build Default Automations for the Referrals Module. Click here to learn how to configure Referral Automations at the Practice-level.
Create a New Referral Automation
Navigate to Enterprise Settings and select Default Automations.
Select Create Automation.
Select Referral from the Module drop-down, and add a short Description. This is how you will identify the Automation going forward, so use consistent naming conventions.
The “Who would you like to send this to?” section contains a mix of both Enterprise and Practice Restrictions.
From the Default Automation, you can establish the following restrictions:
- Automation Responses: You can restrict the delivery of the Automation based on patients who have not responded by using the No patient response filter, however, Accepts scheduling and Declines scheduling are no longer supported through standard Automations and can be configured within the Conversation Builder Conversation.
- Priority: You can restrict the delivery of the Automation based on the Referral priority status: Elective, Emergency, Routine, or Urgent. These are Artera defaults that your referral priorities are mapped to during implementation.
Scheduling Status: You can choose to only send Automations to Referrals with specific referral scheduling statuses (e.g. only message patients in the Ready for Scheduling status). The following Artera default statuses are available:
- Pending Authorization
- Ready For Scheduling
- Some Visits Scheduled
- All Visits Scheduled
- Patient Will Self Schedule
- Do Not Schedule
- All Visits Complete
- Some Visits Complete
- Appointment Cancelled
Authorization Status: You can also choose to send Automations based on the Referrals's Authorization status. The following Artera default statuses are available:
- New Request
- Pending Review
- Practice Settings are uneditable from the Default Automation and will be added (if needed) during the Practice configuration of the Automation.
- From the Default Automation, you can establish the following restrictions:
Configure Automation Messaging
Next, you will enter the Automations message for each of the content types you will support. Available content includes Text, Call, and Email. Messages can be customized by delivery method. We recommend keeping text content short to optimize the patient experience; emails can be longer and require a subject line, and voice calls should be more conversational. Click here for detailed Message Formatting Guidelines.
You can choose to send Automations by a single delivery method, or you can configure reminders to be sent via all three delivery methods to increase deliverability. If you select multiple delivery methods for your reminder, the patient will never receive all three. How the patient receives the message is based on their Patient Communication Settings.
There are Referral-focused Smart Phrases that can be used to customize the message to the recipient, click here to learn more.
Set Automation Timing
You have two trigger options available for Referral Automations: Referral Created or Scheduling Status Change. You cannot use both within the same Enterprise, so you will need to choose which option works best for your workflow and integration capability.
Referral Created: This option will send a Referral Automation after a designated amount of time from when the referral was created, e.g. message the patient 15 minutes after the referral is created. This allows you to create a cadence of Automations that will send based on the original creation time.
- This trigger may be ideal for clients who have a centralized referral department with requirements to schedule referrals within a given time frame regardless of authorization or scheduling status.
Scheduling Status Change: This option will send a Referral Automation when the referral’s scheduling status changes from one status to another, e.g. message the patient 15 minutes after the referral status is updated. This allows you to create a cadence of Automations that will send based on updates to the referral’s scheduling status.
- This trigger may be ideal for clients who only want to schedule referrals that are authorized or in a specific status.
Automation Trigger Rule Configuration
The availability of the desired trigger in the timing drop-down depends on how the Referral Scheduling Status Trigger Options Default Setting is configured.
Use Referral Created
If the Default Setting is set to None as shown below:
The Referral Created option appears in the drop-down for the Automation timing.
Use Scheduling Status Change
If you have selected Scheduling Statuses from the Default Setting like shown:
You will have the Scheduling Status Change trigger available in the drop-down for the Automation timing.
Next, determine when the Automation should be sent (e.g. 15 min after, 4 Days after, etc.) using your chosen send trigger. Important: You must offset delivery by a minimum of 15 minutes or you will receive a system error message when attempting to save the Automation.
Send Only on Business Days?
This rule determines which days the Automation can be sent. Business Days are determined by your Practice and Line Hours. Any day that your Practice/Line is open for any duration of time counts as a Business Day in Artera. Note: This setting will be grayed out unless the message is sent at least 15 minutes after the trigger. Additionally, for Practices set up for One-Way messaging, all days are Business Days, so this toggle does not impact your Automations.
TCPA (Telephone Consumer Protection Act) Guidelines
Artera enables you to send or suppress automated reminders based on TCPA guidelines (limiting messages to the hours of 8:00 am to 9:00 pm). Choose between sending the message anyway, scheduling the message within the TCPA guidelines, or not sending the message at all. Click here for a full breakdown of TCPA Hours and how it impacts messaging.
When a patient receives multiple referrals on the same day from the same Practice, you can use Merge Messages to prevent the patient from receiving duplicates. This can be most helpful for clients that have a Centralized referral structure, where all Referral Automations are sent from the same Practice.
If setting up Merged Messages, be sure to include any used translations. Click here to learn more about Merged Messages.
Merge Messages Considerations
You cannot merge multiple distinct Automations. For instance, if one Automation is set up to send a message for a specific Specialty/Location and a second Automation sends for a separate Specialty at a separate Location, the patient would still receive two referral scheduling messages, one for each Specialty.
Automations that are configured to send from different Lines can be merged so long as they are in the same Practice.
You cannot attach a Form to a Merged Message.
Merged Messages respect patients, not phone numbers. Therefore, even if two patients that share a phone number have the same type of referral on the same day, the messages will not be merged.