Campaigns are a great way to create automated workflows that work as an extension of yourself. They help automate tasks you may be doing manually or taking a long time to complete, allowing you to get things done quicker and more efficiently. Below are the types of campaigns and campaign steps. Click on each type to be directed to a specific article on how to set up that campaign.
Description: Appointment campaigns are triggered when a specific appointment type (e.g., New Patient Appointment) is scheduled. These campaigns are designed to streamline the pre-appointment, in-appointment, and post-appointment communication with patients.
Use Cases:
New Patient Campaign: Engage new patients by sending them relevant paperwork, forms, or instructions prior to their appointment. Request insurance information
Personal Injury Campaign: Trigger a campaign to provide forms, gather legal contact details, and confirm appointments for personal injury patients.
Pediatric New Patient Campaign: Send necessary forms or reminders tailored to new pediatric patients and their families.
Massage Campaign: Automatically send reminders or follow-up communications for massage therapy appointments (i.e. $50 no-show fee for appointments canceled day of)
How to enroll patients into the campaign:
Schedule patient as the select appointment from the campaign
Description: Event campaigns are designed to run relative to a specific date or event. These campaigns can be triggered automatically or manually when a patient or prospect texts a designated keyword (e.g., “weight loss”) to start the campaign.
Use Cases:
Dinner with the Doc: Promote special events, like a dinner where patients can meet with the doctor and discuss health-related topics.
Patient Appreciation Day: Notify patients about a special event designed to appreciate and reward them.
Free Vision Test Events: Notify patients about a special event offering free vision tests and encourage them to attend.
Send out a bulk message promoting the event and putting a call-to-action to reply with specific keyword (Text "party" to RSVP and find out more information about our event)
Upload a CSV of patients you want enrolled and apply them to the campaign
Go to Contacts>Show Contacts. Find the patient(s) and select the campaign tab from their profile. Select the campaign from the drop-down
Description:
These campaigns are triggered when a patient misses their scheduled appointment. The goal is to remind the patient to reschedule or take action to rebook their visit. We sync with most EHRs every 5 minutes. Because of that, you want the campaign to start no sooner than 10-15 minutes after the scheduled appointment so the system doesn't send any messages prematurely. This is so both systems have time to talk to each other. Depending on your EHR, we may sync longer so ask our support team if you are unsure.
Use Cases:
The system automatically sends a message if an appointment hasn't been marked as attended.
If an appointment is marked as "Missed" in the Electronic Health Record (EHR)/Electronic Medical Record (EMR)/Practice Management System (PMS), the campaign can be triggered.
How to enroll patients into the campaign:
Patients not marked as "Attended"
Patients marked as "Missed"
Description: Reactivation campaigns are triggered after a patient has been inactive for a certain period. These campaigns encourage the patient to reschedule an appointment and re-engage with the healthcare provider.
Use Cases:
High-Volume Communication: Reach a large number of patients at once to remind them of their upcoming recall appointment or need for an eye exam.
Reduce Phone Call Follow-Ups: Eliminate the need for manual follow-up calls by automating reminder messages for recalls.
Description:
Tag Applied campaigns are triggered when a specific tag is applied to a contact. Tags are used to categorize patients or contacts, allowing businesses to send more targeted, personalized messages based on the patient's status or characteristics.
Use Cases:
Cash: Send targeted messages to patients who have chosen to pay for services out-of-pocket.
Insurance: Target patients who are insured and need specific insurance-related information.
Referral: Send messages to patients who were referred by another person or organization.
How to enroll patients into the campaign:
Add a step in an existing campaign. Tags can be automatically applied when certain appointments are scheduled (i.e. New Patient- Cash, New Patient- Insurnace)
Upload a CSV of patients you want enrolled and apply them to the tag
Go to Contacts>Show Contacts. Find the patient(s) and select the tag tab from their profile. Select the tag from the drop-down
Description:
Manual campaigns are triggered when a campaign is applied manually to a contact via their Contact Settings page or by uploading a CSV file. These campaigns allow for greater flexibility, enabling users to directly control when and how a campaign is initiated.
How to enroll patients into the campaign:
Upload a CSV of patients you want enrolled and apply them to the tag
Go to Contacts>Show Contacts. Find the patient(s) and select the tag tab from their profile. Select the tag from the drop-down
Description: Scheduling Lead campaigns are triggered when a potential patient enters their information into an online scheduler but does not finalize the appointment by selecting a time.
How to enroll patients into the campaign:
Once a scheduling lead is created
Optometry-specific Campaigns
1. Order Campaigns
Description:
Order campaigns are triggered based on the status of a patient's contact or glasses order (e.g., "Ordered," "Shipped," "Arrived"). These campaigns are designed to keep patients informed about the progress of their orders without the need for phone calls.
Use Cases:
Order Updates: Automatically notify patients when their glasses or contact lens orders have been placed, shipped, or are ready for pickup.
Eliminate Phone Calls: Reduce or eliminate the need for staff to call patients and manually update them on order status.
Description:
Recall campaigns are triggered based on the recall date added in the EHR/EMR/PMS system. These campaigns are designed to proactively reach out to patients due for an eye exam or other follow-up care. The campaign can be paused once an appointment is scheduled.
Use Cases:
High-Volume Communication: Reach a large number of patients at once to remind them of their upcoming recall appointment or need for an eye exam.
Reduce Phone Call Follow-Ups: Eliminate the need for manual follow-up calls by automating reminder messages for recalls.
3. Optical Sales Campaign (Available with Active PracticePal Account)
Description:
This campaign is triggered when a Smart Cart quote is created for optical sales. The campaign is designed to follow up with patients who have received a quote but have not completed their purchase.
Use Case:
Close the Gap on Incomplete Orders: Follow up with patients to remind them to complete their eyewear orders, increasing conversion rates from quotes to sales.
Common Actions:
Send reminders to patients who have received a Smart Cart quote but have not finalized their purchase.
Offer incentives or promotions to encourage completion of the order.
4. Optical Eligibility Campaign (Available with Active PracticePal Account)
Description:
This campaign is triggered based on the renewal or expiration of a patient's optical benefits. The campaign serves as a reminder to patients about their benefits, encouraging them to schedule an appointment before their benefits expire or as their benefits renew.
Use Case:
Increase Appointment Volume: Remind patients to schedule an appointment before their benefits expire, or when their benefits are about to renew, to ensure they take advantage of their coverage.
Common Actions:
Send reminders when benefits are nearing expiration or renewal.
Encourage patients to schedule an appointment to use their benefits before they expire.
Types of Campaign Steps
Description:
The "Apply a Tag" step automatically applies a specific tag to a contact once a certain campaign step is completed. Tags help categorize and organize contacts based on their behavior, needs, or engagement level.
Use Case:
Categorize a patient as "Follow-Up Needed" once they’ve completed an appointment.
Tag a patient with "New Patient" after they complete their first consultation.
Description:
The "Remove a Tag" step automatically removes a tag from a contact once a campaign step is completed. This can help update the contact's status and ensure that tags remain relevant and accurate.
Use Case:
Remove the "Follow-Up Needed" tag once a patient has confirmed their next appointment.
Remove a tag like "In Progress" once the patient has completed a specific task or stage in the campaign.
3. Request Insurance
Description:
The "Request Insurance" step prompts the system to automatically request insurance information from the contact. This step is typically used when a campaign requires verification of a patient’s insurance details before proceeding to the next stage.
Use Case:
Request insurance information from a new patient when they schedule an appointment.
Collect updated insurance details for existing patients during a reactivation campaign.
4. Call to Action
Description:
The "Call to Action" step generates an internal task or follow-up once the step initiates. This is typically used for actions that require manual intervention or additional internal follow-up. These tasks can be tracked under Mission Control, allowing your team to stay on top of outstanding tasks and interactions.
Use Case:
Create an internal task to follow up with a patient who needs to schedule an appointment after completing a campaign step.
Set a reminder for staff to call a patient after a certain point in the campaign to confirm insurance details or other needed information.
Into Campaign: When this step is chosen the campaign will trigger based on the campaigns main objective (i.e. campaign will start as soon as the appointment type is scheduled, campaign will start as soon as keyword is texted, etc)
Before Appointment: Campaign will start at x time before the appointment date/time
After Appointment: Campaign will start at x time after the appointment date/time (can set this up to only include attended appointemnts)