Campaign Manager - AdvancedMD Edition. Administrator Guide Version 4.0

Transcription

1 Campaign Manager - AdvancedMD Edition Administrator Guide Version 4.0 1

2 Section 1: Getting started Proximiti s Campaign Manager is a powerful patient communication tool that is fully customizable by your practice. Follow the steps below to get started using Campaign Manager: Step 1 Create an Account: The first step to using Campaign Manager is to sign up for an account. One way to do that is to visit the Proximiti website at Step 2 Determine where to install: Campaign Manager software is typically installed on a Windows PC or Server at the practice. This allows for the practice to control Campaign Manager locally, and allow the software to communicate with your Practice Management System. Here are some guidelines to follow when deciding on which PC to install Campaign Manager and Medical Connector: The PC should meet Campaign Manager s minimum system requirements. Basic OS requirements are: PC Windows XP service pack 2 or higher Server Windows Server 2003 or higher The PC should have local or network access to the Practice Management System or other practice data source. If your Practice Management System is a hosted solution (ex. AdvancedMD), then any PC with a broadband internet connection should work well. The PC you choose should have broadband internet access with adequate connection quality. If you have any questions about broadband requirements, please contact Proximiti Customer Care at (877) or [email protected]. Step 3 Install Campaign Manager and Medical Connector: After you ve signed up, you should receive information from Proximiti Customer Care with your Campaign Manager login information and a link to the setup and installation page. Follow the instructions from Customer Care, or install Campaign Manager and Medical Connector from the following locations: Campaign Manager: Medical Connector: 2

3 Section 2: Logging in to Campaign Manager and Medical Connector Once you have completed the setup and installation of Campaign Manager and Medical Connector, you will see a login page similar to the one below. Enter the login and password information you received from Proximiti Customer Care, as seen above. The same login information can be used for both Campaign Manager and Medical Connector. It is recommended to check the remember box to store the login information in your local registry so that you don t need to remember the login and password every time you sign into Campaign Manager. Click on the Login button to begin using Campaign Manager and Medical Connector. 3

4 Section 3: Medical Connector Setup Medical Connector is a component of Campaign Manager that allows for the exchange of data with AdvancedMD. Medical Connector should be running at all times in order for Campaign Manager to operate properly. On the Data Access page, enter the AdvancedMD credentials for an API enabled user along with your 6 digit Office Key. In many instances AdvancedMD will create a new API user for Medical Connector use. Your existing AdvancedMD user may also work if it has the API security role. If your practice utilizes Alternate Provider Profiles, click the checkbox to Enable this option. After entering your connection info, press Test and Save Connection button. If successful, you should see a message similar to below: 4

5 Optional Step emarketing users only If your practice has opted for the emarketing module, select the Newsletters tab shown below: In the Data Directory field, target the Data Export file generated from AdvancedMD. If you have not yet created this file, follow this process to do so: 1) From AdvancedMD, navigate to Utilities menu and select Data Export. 2) In the export window, check the boxes for Include Appointments and Include Transactions and generate the export file. 3) When the process completes, select Download link to save to your PC. After the export file has been targeted and selected in the Data Directory field, click on Test Connection. Leave the Password field blank. If successful, you will see the following message: 5

6 On the left side of the Connector window, click on User Information in the menu as shown below. Auto Run You have the option to check the Auto Run checkbox so that Medical Connector will automatically start when your computer starts without any user interaction. Medical Connector is added to Windows startup list when this option is checked. This can be an especially helpful feature when Medical Connector is installed on a computer that restarts frequently, and help prevent missed campaigns. Note: Only one instance of Medical Connector per practice should ever use the Auto Run feature. This prevents multiple instances of the application from competing with one another, as only one instance can be logged in at once. When a second instance is started the first instance will be logged off. Auto Login When Medical Connector is started, this option allows for automatic login. This is conjunction with Auto Run will allow Medical Connector to be fully restored to normal operation without user interaction. Desktop Icon This option will create a desktop shortcut for quick launch of Medical Connector. 6

7 Section 4: Campaign Manager Initial Setup On the initial login to Campaign Manager, the User Information page will be displayed as seen below. You can return to this page at any time by selecting User Information in the left hand navigation. There are a few values to verify and populate on this page. It should be noted that nearly all of the information you enter in Campaign Manager is stored with Proximiti, and not on your local machine. This allows you to access your account from anywhere, and eliminates the risk for lost or corrupt data. All data is transmitted over a secure web service. User Settings This section contains general account information. Practice Name This value was populated during the signup process, and will be used as the practice name in messages if desired. This value is editable, and to 7

8 change it just highlight the existing text and change it to the value you want. The new value will be changed when you click Save User Settings in that section. Your Time Zone The time zone value comes from your local PC, and is set on Campaign Manager startup. To change the time zone value, change it on your PC and restart Campaign Manager. Sender Caller ID Your practice will have one or more values that can be used for caller ID. These were provided at signup time, and are not editable via the Campaign Manager client. To make changes/additions to this list, please contact Customer Care. Destination Type Mapping This section only applies to practices using GE Centricity. Practices using other practice management software do not need to configure this section. The purpose of this section is to create a mapping between the Centricity phone types and Home, Cell, and Work numbers used by Campaign Manager. For each type, select all the corresponding entries from Centricity. To select multiple matches, use Ctrl + click. When complete, click Save Destination Types button. Default Campaign Settings The values entered in this section will be used in new calling campaigns. You will have the option to override them for each individual campaign if desired. Calling campaigns are covered later in this document. Callback Number When patients receive a call from Campaign Manager, they will have an option to call the practice. Enter the number you would like the patients connected to when they choose this option. Sender When Campaign Manager completes a calling campaign, it generates a report and sends the results to the address entered in this field. Only one address is allowed per campaign. Send Certified If your practice would like Campaign Manager to leave message contents on a patient s voic or answering machine, you should leave Send Certified checkbox unchecked. Check this box if you want Campaign Manager to only play the message contents when it identifies a person has answered the call. Number of Attempts Campaign Manager can make multiple attempts per calling campaign to the same patient if they are not reached the first time. The 8

9 system will wait 15 minutes between attempts to the patient. Select 1, 2, or 3 attempts per patient using the dropdown menu. CSV Data Source Settings This section is used when the patient information is being provided within external data files. If your practice is using direct integration with a Practice Management System, you may skip this section and leave both fields blank. CSV Template Directory Campaign Manager requires definition of a local or network folder to read CSV template files from. To set, click on the field and browse to your template directory. CSV Run Directory Campaign Manager requires definition of another local or network folder to read CSV runtime files from. To set, click on the field and browse to your run directory. The template and run directories MUST be different. For more information on how to use the CSV implementation, please contact Customer Care. Auto Settings Auto Run You have the option to check the Auto Run checkbox so that Campaign Manager will automatically start when your computer starts and enter Run mode without any user interaction. Campaign Manager is added to Windows startup list when this option is checked. This can be an especially helpful feature when Campaign Manager is installed on a computer that restarts frequently, and help prevent missed campaigns. Note: Only one instance of Campaign Manager per practice should ever use the Auto Run feature to avoid multiple calls to each patient. Campaign Manager can be installed on multiple PCs, and the general rule is that only one should be in Run mode at one time. Auto Login When Campaign Manager is started, this option allows for automatic login. This is conjunction with Auto Run will allow Campaign Manager to be fully restored to normal operation without user interaction. Desktop Icon This option will create a desktop shortcut for quick launch of Campaign Manager. 9

10 Settings Practice Website Enter your web address here, which will be used as the target destination from all emarketing communications. When a user clicks on Visit Website button they will be taken to your site. Practice Image Select an image from your list of files to be included as the top branding image for all emarketing messages sent by your practice. We recommend your image to be 600 pixels wide for proper formatting. If you need to add an image to the file list, click the Upload button and browse to the file you want to add. When complete, click the Save Practice Settings button to save your settings. Image In this section you may identify and upload an image to be used in campaigns. This should be a banner style image that customizes the messages for your practice. The image will be added to the bottom of the message body. The recommended image size is 800 pixels wide by 200 pixels high. Upload Image Click on this button to browse your computer for the image you wish to upload. Locate the image and click Open to attach. Delete Image To remove an image already uploaded to Campaign Manager, click this button. The image will be cleared. 10

11 Section 5: Messages Templates In the left navigation menu, select Message Templates. The message templates page should display as seen below. The first step to creating a calling campaign is to select or create a message template. Message List: You ll notice in the message list located in the upper-left section of the page, there are several message templates that have been pre-loaded for you by Proximiti. This list contains several standard messages that can be used by a medical practice. You can modify the existing message templates or create new ones to meet your needs. Notice that there is a text and voice version of each message provided. The text version of each message is delivered to the patient in a text-to-speech format. The voice version is delivered using a series of professional voice recordings in 11

12 place of the text-to-speech to provide a more natural sounding message to the patients. Message Contents: There are three tabs for message contents, which are located in the upper-right quadrant of the page. This section describes the function of the three tabs. 1) Voice Message This is the message contents patients will hear over the phone. Each voice message contains a message greeting and body section. If you have selected a text version, the message greeting and body contents will be displayed in black text. If you have selected a voice version, a series of wav file recording names will be displayed in the message greeting and body, and displayed in green. The blue text enclosed in < > brackets are message variables that will be replaced with actual values from AdvancedMD when the message is delivered. 12

13 Message Greeting When a patient receives a call from Campaign Manager, they will hear the message greeting followed by a set of options. The options are: press 1 to listen to the message press 2 to put the call on hold press 3 to have Campaign Manager call back in 15 minutes This is designed to get the correct person on the phone before playing the message body. Message Body When the patient presses 1 to listen to the message, the body portion of the message is delivered followed by another set of options. This option list will vary based on the Request Confirm/Cancel campaign settings, which will be covered in the next section. Confirm/Cancel disabled: press 1 to replay the message press 2 to confirm receipt of the message press 3 to call the office that sent the message press 0 for help Confirm/Cancel enabled: press 1 to replay the message press 2 to confirm the appointment press 3 to reschedule the appointment/call the office press 4 to cancel the appointment press 0 for help If the call is answered by a voic system or answering machine, the message greeting and body will be played twice in its entirety. If you are using the send certified option, a message will not be left. The system will continue trying to reach a person. 13

14 2) Message This is the message patients will receive via if you enable delivery. Each message contains a message subject and body section. The blue text enclosed in < > brackets are message variables that will be replaced with actual values from AdvancedMD when the message is delivered. Message Subject This value will show up in the subject line of the sent from Campaign Manager. Message Body The contents will show up in the body section of the . Optionally your image from the User Information page will also show up in the message body at the bottom. 14

15 3) Text Message This is the message patients will receive via text message if you enable text message delivery. Starting in Campaign Manager version 4, text messaging is available as a global campaign option, the only requirement is the patient has a cell/mobile phone number on file. Text messaging can also be selected as a patient preference which will be covered in a later section. Each text message contains a message body section. The blue text enclosed in < > brackets are message variables that will be replaced with actual values from OfficeMate when the message is delivered. Message Body The contents will show up as a text message on the patient s mobile device. Mobile carriers may impose character limits for text messages, so these should be designed to be fairly short. 15

16 Data Queries / Message Variables: Just below the message template list is the Data Queries / Message Variables section. Each message template is associated with a particular data query. The data queries return different information from AdvancedMD. Below the data query selector is a list of message variables returned by the selected query. These variables are used to include variable data values in the message. To add variable data to a message template, select the portion of your message to insert, select the variable name, and click Insert. 16

17 Sound Files: In the lower left portion of the page, there is a list of sound files that can be used in creating message templates. A standard set of sound files has been provided for you, which are used in the voice versions of the message templates. These files are identified with a source of global. To preview the contents of any file using your computer speakers or headphones, highlight that file and click Listen. To add an audio file to your message, select the section of the message to insert the file, highlight the file to be added, and click Insert. 17

18 Creating Custom Sound Files: Your practice can add additional recordings to the sound files list. This is done by clicking the New button below the sound file list, and browsing to the file to be uploaded on your computer. Custom audio files must be in the following format to be used by Campaign Manager: File format Wave CCITT u-law Sample Rate 8000 Hz Resolution 8 bit Channels mono Sound Recorder is an application that is included with many versions of Windows which can be used to generate custom audio files in the correct format. There are several other software applications that can be used to create audio files as well. To use Sound Recorder you can either search for the application by name in your start menu Search window, or launch the program from the Accessories > Entertainment menu in your programs list. You will see a window similar to below depending on Sound Recorder version. You will need to connect a microphone to your computer before recording. When ready, click the red circle (record) button and record your message. Press the stop button when complete. 18

19 After recording, you may wish to trim extra silence from the beginning and end of the newly created file. You can do this by placing the sliding horizontal bar at the beginning/end of the recorded audio and selecting one of the Delete options from the Edit menu. When complete, select Save As option from the File menu. Name the file and be sure to change the Format to the proper settings as seen below. When you have uploaded new sound files, they will show up in the sound file list with a source of private and can only be used by your practice. 19

20 Creating new Message Templates: You can create custom messages in addition to the ones provided by Proximiti. To add a new message template to the list, click on the New button below the message template list. A message template will be added with the name <New Message>. It is recommended that you change the name of the message template to something that describes the message that will be delivered. To change the name, click on the name field, and it will allow you to edit/overwrite the current name as seen below.. After changing the message template name, select a data query from the dropdown list. The data query selected should be appropriate for the message and include the message variables that will be required for your new message template. 20

21 The next step is to create the message greeting and body. Use a combination of message variables and text or sound files in the greeting and body fields. Message variables and sound files can be added by selecting the one you want to use and clicking the corresponding Insert button. If you have any problems with syntax, Campaign Manager will display error icons next to the field containing errors. When they have been corrected the error icons will disappear. When your message greeting and body are complete, click the Save button, and your message template will be ready to use. For questions or issues with creating message templates, contact Customer Care. 21

22 Section 6 Campaign Templates In the left navigation menu, select Campaign Templates. The campaign templates page should display as seen below. Notice that there are no campaign templates provided by default. Practices are all unique, and the calling campaigns need to be customized to meet the needs of each practice. Creating new Campaign Templates: To add a new campaign template, click on the New button below the campaign template list. A campaign template will be added with the name <New Job>. It is recommended that you change the name of the campaign template to something that describes the calling campaign. To change the name, click on the name field, and it will allow you to edit/overwrite the current name. 22

23 Enabled There is a checkbox next to each campaign template that allows you to enable/disable each campaign in the list. If you are working on a new campaign template and do not want it to be used, uncheck this box and it cannot be scheduled. Most campaigns should be enabled so they are available for use. Next select a message in the upper-right section of the page. The message dropdown contains all of your message templates. Select the message to be used in the calling campaign. By selecting a message, a list of parameters will be displayed in the section below the message dropdown list. These parameters are specific to each message. The screenshot below displays the Standard Appointment Reminder parameter list as an example. 23

24 Parameters: The following parameter descriptions use Standard Appointment Reminder parameters as an example. Each message template/query will have its own set of parameters. Days Ahead Start This value refers to how many days in advance to make calls prior to the appointment date. If you set this to 0 it will call patients with appointments scheduled for today. Since that would not be useful, we recommend that you set this to 1 or greater. Setting to 1 will pull appointments for the following day, 2 for the day after, etc. Days Ahead End If you only want to target one day s worth of appointments, this value should match what you entered for Days Ahead Start. For example, setting Days Ahead Start = 1 and Days Ahead End = 1 only will call patients with appointments the following day. You can increase the Days Ahead End value if you would like to call for multiple days appointments. Start Time This has to do with appointment time and not call time. If you want to target appointments that happen at 9:00 or after on the day(s) selected, enter 9:00 a.m. as your Start Time. If you leave this value at its default of 12:00 a.m. (midnight), it will return all appointments on the day(s) selected prior to the End Time. End Time With this parameter enter the corresponding end time to your start time above. This will then only return appointments that begin before the End Time you set. Leaving this value at its default of 11:59:59 p.m. will return all appointments that day after the Start Time. The main reason to adjust the default time settings is to eliminate appointments on your schedule that you do not want called based on their time. For example, if you put placeholder appointments on the schedule during off hours to serve as reminders for recalls, the time settings are a good way to disregard those appointments. 24

25 Provider Codes You have the option to only call patients that will see a specific doctor/provider, or a list of them. If you leave this field blank which is the default, patients for all providers will be returned. In order to filter results by provider, click on the Provider Codes link to bring up a selection window. Use Ctrl + click to select multiple items or Shift + click for multiple in sequence. Appt Status Codes Use this field to only select appointments that have a certain status code, or group of status codes. If you leave this field blank it will return appointments with all statuses. In order to filter results by status code, click on the Appt Status Codes link to bring up a selection window. Use Ctrl + click to select multiple items or Shift + click for multiple in sequence. 25

26 Appt Types Use this field to only select appointments that have a certain type, or group of types. If you leave this field blank it will return appointments of all types. In order to filter results by type, click on the Appt Types link to bring up a selection window. Use Ctrl + click to select multiple items or Shift + click for multiple in sequence. For Appt Types, you can either Include or Exclude results based on type. In the example below, we are excluding appt type NEW PATIENT and therefore including all other appt types in the results. Columns Use this field to only select appointments in a specific column, or group of columns. If you leave this field blank it will return appointments in all columns. In order to filter results by type, click on the Columns link to bring up a selection window. Use Ctrl + click to select multiple items or Shift + click for multiple in sequence. You can also either Include or Exclude results based on column. In the example below, we are including 3 out of the available 4 columns in the results. 26

27 Repeat Call Limits: This feature was added mainly for Recall campaigns, but can be valuable for financial or dispensing calls as well. The idea with this feature is to contact patients regularly, but never be perceived as an annoyance. The following settings can be customized by the practice to meet these goals. Enabled When deselected, the call limits are disabled and will not apply to the current campaign. To turn this feature on, check the box and fill in the following fields: Max Tries in 30 Days Enter the maximum number of call attempts the system should make in a 30 day period. Recommended value is 3. Days After Failure Enter the number of days after a call went out to the patient but failed to reach them or leave a message before trying again. Recommended value is 2. Days After Success Enter the number of days after a call went out to the patient and they personally received it before trying again. Recommended value is 14. Days After Possible Success Enter the number of days after a call went out to the patient and they may have received it before trying again. Calls can be in this category if the message was left on voic or the entire message wasn t delivered before the patient hung up. Recommended value is 10. Repeat Call Limits are disabled by default. It is not recommended to activate this feature for campaigns that are designed as one time communications, such as appointment reminders. 27

28 Destination Phone Numbers: Your practice can configure the preferred settings and the order Campaign Manager uses to contact patients for each campaign. Voice By default, the voice destinations are turned on. The default order is to call the patient s home phone (if available), then cell phone (if available), then business phone (if available). Select the order of preference for the phone call destinations using the 1 st, 2 nd, 3 rd options in the dropdown lists. Adjust the order to whatever is best for your practice. If you would prefer not to call patients at work or cell phone, then those values can be disabled by setting them to (omit). Text You may choose to activate the Text delivery option. This will allow you to include and/or text message delivery in your campaign. Select the order of preference for the text destinations using the 1 st and 2 nd options in the dropdown lists. In any campaign the voice (phone call) preferences are handled first, followed by the text ( and text message) preferences. If Text is the only active delivery option, text messages/ will be sent at the campaign onset. Patient Preference Selecting the Patient Preference checkbox will activate the Preferences page that will be covered in a later section. This will allow you to set specific delivery preferences per patient that will override the campaign s general delivery settings. We recommend you turn the Patient Pref. checkbox on for each campaign. Even if it s not used there is no harm turning on this option. 28

29 Campaign Settings: Several of the settings in this section were briefly covered in the User Information section, where your default values were set. Anytime you create a new campaign, those defaults should be pre-populated in this section. Allow Callback To The checkbox next to the callback number field allows you to enable/disable the automatic callback option being offered to patients during calls from this campaign. If you uncheck this box, the call recipients will not hear the option for automatic connection to the practice. It is enabled by default. The callback option is in the option list after the patient has heard the message body, and is typically option #3. Sender Caller ID This is the number that shows up on the patient s caller ID when they receive a call from Campaign Manager. Your practice may have one or more of these numbers to select, in order to maintain your practice caller ID on all calls to patients. Any additions or changes to the list must go through Customer Care. Sender When Campaign Manager completes a calling campaign, it generates a report and sends the results to the address entered in this field. Only one address is allowed per campaign. Number of Attempts Campaign Manager can make multiple attempts per calling campaign to the same patient if they are not reached the first time. The system will wait 15 minutes between attempts to the patient. Select 1, 2, or 3 attempts per patient using the dropdown menu. Minute Interval When you leave this value set to its default value of 0, all calls will go out at the same time you schedule to campaign to begin. If you prefer to space the calls out, so one patient is called every X number of minutes, you can adjust this field. The available minute intervals are 0-5 where 5 means one patient is called every five minutes. This value is typically used in campaigns 29

30 that you expect a large number of callbacks from patients. For example, if you are sending out recall notices to let patients know they are due for a certain procedure, more of them may call back than with an appointment reminder. This setting gives you some protection from your scheduling staff being overwhelmed with calls all at one time. Request Confirm/Cancel If you elect to use this option, Campaign Manager will give patients the option to confirm they will be at their appointment, or cancel their appointment. This option is only appropriate in appointment reminder campaigns, and is disabled by default. Post Confirm and Post Cancel When selecting these options, Campaign Manager will automatically update the appointment status in your AdvancedMD schedule based on the patient s selection. The practice will receive an individual when a patient cancels their appointment to alert them of the available slot opening up on the schedule. Send Certified If your practice would like Campaign Manager to leave message contents on a patient s voic or answering machine, you should leave Send Certified checkbox unchecked. Check this box if you want Campaign Manager to only play the message contents when it identifies a person has answered the call, typically used when confidential information is being delivered. When you have completed all the campaign settings, click on the Save button below the campaign list to apply your changes. Test Destination Number: After completing a new campaign setup, it is a good idea to test the message by sending it to yourself before scheduling it to go out to patients. To test the phone call portion of your campaign, select Type = Voice and enter your 10 digit phone number and click Send a Test Message. In addition, you can send and Text Message examples by selecting the proper Type value, entering your information for delivery and clicking the Send a Test Message button. 30

31 Note: Sending a Test Message will pull a sample patient from your schedule and sending to you as an example. If one is not found that matches your criteria, it will return the message below and you will be unable to receive a test message. To avoid this, ensure that your schedule has at least one patient that matches the campaign criteria. When a test patient is located, you will see a window that looks similar to the screenshot below. This allows you to review the test message contents before it is sent, and approve or cancel the test campaign. After reviewing the message, click Approve Campaign to send the message. Cancel Campaign will discard the test message and not send it. You should receive your test message at the destination number you supplied within about two minutes. 31

32 Section 7 Scheduling In the left navigation menu, select Schedule. The schedule page should display as seen below, with the focus on today s date. 32

33 Schedule Campaign: The next step is to schedule your calling campaigns. Follow the steps below to schedule a campaign. 1) Create a new schedule item - Highlight a time on the schedule page and select New, or double-click on the time. A new window will pop up that looks similar to below. 2) Choose a campaign The Campaign drop-down list will contain all campaign templates that have been created and are enabled. Select the campaign that you wish to schedule from the list. 3) Set campaign times: Start Calling Set the date and time you would like this calling campaign to begin. This is the time that Campaign Manager will actually be placing the calls to your patients. The date and time you selected on the schedule should be populated here. You can use the controls to adjust these values as you like. End Calling Each campaign has a window in which it runs. The end calling time will prevent calls from going out past the time set here. When the Minute Interval is set to 0 in the calling campaign, all calls are placed at the start calling time, so the 30 minute default duration is sufficient. If the campaign has a Minute Interval > 0, you should allow enough time for all calls to complete. For example, if you were going to call 20 patients with a 5 minute interval, your scheduled campaign should be at least 100 minutes long. One additional consideration for campaign duration is 33

34 Text/ campaigns. Text and requires 30 minutes in addition to the time allotted to Voice. If you attempt to schedule an campaign for less than the required time, you will see an error message similar to the one below. Create Messages This is the time Campaign Manager will pull the information from your AdvancedMD schedule. By default this is the same as the start calling time, which is recommended as long as Campaign Manager will be running at that time. If you need to shut down Campaign Manager and/or your PC at a certain time, ensure that your create messages time is set prior to that. Days in Advance of Call This value should be left at 0 if at all possible. If for some reason you need to pull information from your schedule some number of days before the calls are placed you would adjust this value. Note: Any changes made to the AdvancedMD schedule between the create messages time and start calling time will not be picked up by Campaign Manager. 4) Select Verification option The Verification Required checkbox allows you to review the call recipient list before calls are placed. You will have the option to selectively remove certain recipients from the call list if desired. When the box is checked, calls will not go out until you review and approve the campaign recipients list. For this reason it is recommended to leave this box unchecked for campaigns that will run multiple times or after hours. 5) Select Recurrence pattern Campaign Manager has a powerful recurring campaign capability that will allow you to automate your calling campaigns. If you do not want to use recurring campaigns at this time, you can skip to the next step. 34

35 Click on the Recurrence button in the current window. You will see a new window pop up similar to below. Recurrence Pattern You have the option for the campaign to run daily, weekly, monthly, or annually. The typical usage for appointment reminders is to schedule weekly campaigns to run several days per week, or even daily. Select the recurrence pattern you feel is best for the campaign being scheduled. Range of Recurrence By default your recurrence will start on the current date and have No end date selected. This is the recommended setting, and will require the least intervention on your part in the future. If you wish to start your campaign at a future date, enter it here. There are also settings to end a campaign after a specific number of occurrences or on a certain date. When you have your recurrence set as you like it, click OK. 6) Verify and Save scheduled campaign After selecting your campaign, times, and recurrence options, your schedule item should look something like below. Review the settings displayed, and then click Save and Close to schedule the campaign. 35

36 Once you have scheduled the campaign, it should be displayed on your calendar as seen below. The example above shows a 1 hour campaign scheduled from 12:00 p.m. to 1:00 p.m. every Sunday through Friday. Notice in the calendar view on the right, that every Sunday through Friday is displayed in bold, starting with the start date of the campaign. This means that there are one or more campaigns scheduled for those days. 7) Add Retry campaigns You may have noticed that while creating schedule items above, that the Retry button was not mentioned. Retry campaigns are designed to contact patients that were not reached by previous campaigns. For example, if you had a campaign that ran early in the day and attempted to call 10 patients but only reached 7 of them, you may wish to continue trying the other 3 patients. By using a retry campaign, Campaign Manager can call only the patients a previous campaign failed to reach. 36

37 To schedule a retry campaign, create a new schedule item as described above. Instead of selecting a campaign from the list click on the Retry button in the upper-right corner. A new window will pop up that is similar to below. Campaign Date Select the date that the parent campaign is scheduled to run. The parent campaign is the original calling campaign that the retry campaign will use as the source of un-reached patients to call. The date you select here is typically the same day you are scheduling the retry campaign to run. Parent Campaign After selecting the date, a list of available parent campaigns will be populated. Select the parent you wish to use for this retry campaign. Send Certified You have the option to use a different send certified setting in the retry than the parent campaign uses, or leave it the same. Number of Attempts Select the number of attempts the system should make for each patient in the retry campaign. Destination Phone Numbers In this section you can modify the voice and/or text destination preferences. It does not necessarily need to be the same as the parent campaign. When complete, click OK to save changes to the retry campaign settings, and click Save and Close to add the retry campaign to the schedule. 37

38 The schedule should clearly identify a retry campaign, and display the scheduled campaign ID for itself and the parent campaign. Notice in the screenshot below that there are two retry campaigns, and the last retry uses the first as its parent. Add as many retry campaigns as you feel are appropriate to the schedule. Note: If the parent is a recurring campaign, the retry (child) campaign will inherit the same recurrence and run on all the same days that the parent campaign does. Repeat the steps above to schedule all of your calling campaigns. For assistance with scheduling campaigns, please contact Customer Care. 38

39 Section 8 User Console In the left navigation menu, select User Console at the top of the list. The user console page should display as seen below. The most important feature of this page is the Run and Edit mode buttons. The current mode is identified by a green checkbox next to it as seen above. In order to change modes, simply click on the button you wish to switch to. The following is a description of each mode, and when they should be used: Run Campaign Manager can only execute calling campaigns when in run mode. The critical times to be in run mode are the Create Messages times for each campaign. This is when Campaign Manager pulls information from AdvancedMD for campaigns to run, but this step will not happen in edit mode. You should typically leave Campaign Manager in run mode unless you are making changes. This allows Campaign Manager to be in a wait state until the next scheduled event takes place. When in run mode you will be unable to navigate away from the user console, as the other pages are disabled. 39

40 Edit Putting Campaign Manager in edit mode will disable its ability to execute calling campaigns. Edit mode should be used to perform most of the functions in this document including creation and scheduling of campaigns, viewing of reports, etc. When you are finished with edit mode, it is a good idea to click back to run mode for normal operation. Campaign Statuses: Just below the Run/Edit buttons is the main status window for the current day s campaigns. Each campaign is a line item, and will fall into one of several statuses depending on its current disposition. The screenshot below shows an example, with the status groups displayed in bold. Messages Not Yet Created Today These are campaigns which are waiting to be executed. When it reaches the Create Messages time, these campaigns will change status. Creating Messages Campaigns are in this status for a brief time when Campaign Manager is pulling information from AdvancedMD. The campaign will be highlighted in yellow during this process. When complete, the campaign will be in one of the following statuses. 40

41 Verification Required (double-click to verify) If you selected the verification required option when scheduling the campaign, your campaign will go into this state for you to review and approve the results, and be displayed in blue text. When you double-click the campaign to review, a window will pop up similar to below. Each patient returned from your schedule will be displayed in the list. This will include the patient name, phone number(s), message greeting and body. There is also a verify checkbox that is checked by default for all patients. To selectively remove one or more patients from the list, uncheck this box. When you have reviewed the list, click Approve Campaign to submit the campaign. Created Messages Campaigns that have been verified or do not require verification will go into this state until the Start Calling time is reached. Sending Messages During the time between Start Calling and End Calling the campaigns will be in this status. This reflects the campaign is currently being executed. Sent Messages Once the End Calling time has been reached, the campaigns will be put in this status for the remainder of the day. Failed Campaigns fall into this status when a problem was encountered during execution. Typical causes are that Campaign Manager was not in run mode when the campaign was supposed to execute, or the campaign was never verified. 41

42 You have the option to enable/disable display of certain campaign statuses using the checkbox control in the upper-right corner of the page. By default all statuses are displayed. Message dashboard Just below the main campaign status window is the recent message dashboard. This will give you message counts and their high level status for recent days. Campaign Manager News A short description of new developments in the Campaign Manager client is displayed here. Clicking on the Find Out More button next to the news will launch a web page with a more detailed description. Last Run/Next Run Campaign Manager examines campaigns and updates it needs to make on a 5 minute interval. The last run and next run are displayed to reflect this interval. Show Log The application log can be displayed by clicking on this link. It will pop up in a new window and contains information about recent updates made by Campaign Manager. 42

43 Section 9 Preferences In the left navigation menu, select Preferences. The preferences page should display as seen below. This page allows you to set individual patient communication preferences. These preferences override the campaign general delivery settings. The preferences are added one patient at a time, and the patient must exist in AdvancedMD in order to be allowed preferences. Each patient s preferences are then stored with Proximiti for use in all future campaigns. 43

44 There are no Preferences provided with a new account. To create a new entry, click on the New button below the main Preferences window. A new window will pop up similar to the one below. You ll notice in the screenshot above, the search criteria provided to locate patients in AdvancedMD are First Name, Last Name, and DOB. All three are enabled by default. In order for the patient to be returned by the search, they must match all values in the search criteria that are enabled. The example above shows a search by Last Name only for everyone with the name procopio. Three patients are returned from AdvancedMD in the lower section of the page. After the search is returned, highlight the patient to be given preferences and click Select. 44

45 The next step is to set preferences for the patient selected. Highlight the patient and enter up to three communication preferences. Campaign Manager will pre-populate any phone number or address that is present in OfficeMate. You can enter or modify any value to be used in preferences, but OfficeMate will not be updated with changes you make on this page. First Choice: Enter the patient s first preference for communication, and Campaign Manager will always attempt to contact the patient using this selection first. Second Choice: Campaign Manager will try this location second if the patient could not be reached using their first preference method. Third Choice: Campaign Manager will try this location last if the patient could not be reached using their first or second preference methods. Do Not Contact: Check this option for patient s who do not wish to be contacted by any method at any time. Campaign Manager will remove them from all campaigns. Do Not Contact for Financial: Check this option for patient s who do not wish to be contacted for any financial or collections related campaign. Campaign Manager will remove them from financial/collections campaigns. Home/Work/Cell Phone When any of these options is selected, enter the patient s 10 digit phone number. When this option is selected, enter the patient s full address. Text Messages - When this option is selected, enter the patient s 10 digit cell phone number. Cell Carrier is not required. Note: Patient Preference must be activated in each campaign you wish to apply the preference settings. For any questions about Preferences, please contact Customer Care. 45

46 Section 10 Say As In the left navigation menu, select Say As. The say as page should display as seen below. This page allows you to create a list of pronunciation and delivery rules that is customized for your practice. The goal is to improve the quality of the message that is received by patients. Common uses are to improve delivery of physician names, practice/location names, and any other variable data that may need adjustments. There are no Say As rules provided with a new account. To create a new rule, click on the New button below the main Say As window. A blank new row will be added to the list. Correct Spelling In this column, enter text as Campaign Manager would encounter it in AdvancedMD or within the message template itself. Note: It is important to match punctuation and case to ensure the rule will work properly. The values must match exactly for Campaign Manager to make the replacement. 46

47 Say As In this column enter the value as you would like it to be delivered in a voice campaign. You have a few options here: Reformatted text If you look at the first 3 sample rules in the screenshot above, notice the physician names as they appear in AdvancedMD. By simply rearranging the text as you would like Campaign Manager to deliver it, the message will be much clearer to the recipient. Wave file replacement As seen in the middle 2 rules above, you can use your list of global and private wav files in place of static text. Highlight the say as rule you wish to update, then select the wav file from the list and click the Insert button. When Campaign Manager encounters the text entered, it will insert the wav file you select into the message. To add additional custom wav files to the list, go to the Message Templates page. Phonetically spelled out text For names that are difficult to pronounce it can be helpful to enter a phonetic spelling as seen in the bottom 3 rules above. The best method to get this right is to enter different phonetic spellings and click Listen. Campaign Manager will play the name as it would be pronounced. Modify the phonetic spelling until you are happy with its pronunciation. Show As This column represents the value as you would like it to be delivered in a text campaign, which includes both and Text Message. It is important that you enter the desired text delivery in the Show As column for every entry, even if the Correct Spelling and Show As values are exactly the same. When a campaign is executed, Campaign Manager will consult with the Say As rules to make any necessary changes to the messages before they are sent out. You can add new rules at any time, and there is no limit to the number of rules you can create. For any questions about Say As, please contact Customer Care. 47

48 Section 11 Reporting In the left navigation menu, select Reporting. The reporting page should display as seen below. To generate a report, select the report criteria and click on the Run Report button at the bottom to display the results. A separate window will be launched using the Microsoft Report Viewer component installed during setup. There are two main reports that are relevant to AdvancedMD users: 48

49 Outbox Messages Detail This report will display individual messages and details about them. You have the option to select the report contents based on date range or several other filter categories, such as Recipient Name, Campaign Name, etc. A sample report is shown below. In this report you can click on the plus [+] symbol next to each message to expand and view the actual message contents that we delivered. There is also some fairly detailed message status info. Campaign Status This report will return information about calling campaigns at a summary level. You have the option to filter results using a date range and/or a Scheduled Campaign. The results are grouped by campaign and give high level status for each. A sample report is shown below. 49

50 Section 12 Campaign Settings In the left navigation menu, select Campaign Settings. The Campaign Settings page should display as seen below. This page is designed to allow you to manage information exchange between Campaign Manager and your AdvancedMD schedule. 50

51 Confirmation and Cancellation In the top section of the page you can control handling of how Confirmations and Cancellations are posted into your AdvancedMD schedule. Confirmation AdvanceMD requires a Method for each appointment that is confirmed. You can use an existing Method from AdvancedMD or create a new Method from your AdvancedMD Master Files menu under Appointments > Confirmation Method Setup. All values in that list will be available to use in Campaign Manager as your confirmation Method. In addition you can add a custom comment that will be posted to the appointment to signify it was confirmed by Campaign Manager. You may customize the Comment value as you wish. Cancellation AdvanceMD requires a Reason for each appointment that is cancelled. You can use an existing Reason from AdvancedMD or create a new Reason from your AdvancedMD Master Files menu under Appointments > Cancel/No Show Reasons. All values in that list will be available to use in Campaign Manager as your cancellation Reason. In addition you can add a custom comment that will be posted to the appointment to signify it was cancelled by Campaign Manager. You may customize the Comment value as you wish. 51

52 Campaign Statuses There are many other possibilities for patient communications that don t result in a Confirm or Cancel. The Campaign Statuses section allows you to publish information to your AdvancedMD schedule about these results. The fields in the above table control how and to what extent these results are sent to AdvancedMD for quick view on your CONFIRM page. Enabled flag: Enables updates to AdvancedMD for the selected message result category. Status: Value added to AdvancedMD appointment Comments. Status Override: Allows for custom Comments value to be posted to AdvancedMD in place of Status value. Confirm flag: Post this result as Confirmed in AdvancedMD, even when not explicitly Confirmed by Patient. For any questions about Campaign Settings or other General Inquiries, please contact Customer Care. 52