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RevConnect Appointment Reminders Only

  • Updated

RevConnect is patient engagement simplified through the delivery and tracking of text and email messages to your patients. The following instructions are to register and setup RevConnect.

RevConnect Appointment Reminders are included for all practices with RevolutionEHR. Additional services for Recall, Recare, Orders, and Birthday messages can be obtained for an additional fee.

Instructions

1. User Role Access to Registration

Access to the RevConnect Registration Information screen is controlled through User Roles, thus, the user must be assigned to a User Role that has access to this screen. By default, access permission has only been given to the System Administrator user role. Important Note: We recommend being selective about who is granted access to the RevConnect Registration Information screen. Limiting access will help prevent potential errors during the registration process.

  1. Access Admin > Employee/Roles > User Roles > open a User Role.
  2. In the Access Permissions section, expand the Administration Module.
  3. Click the checkbox beside View RevConnect Registration.
  4. Click 'Save.'
  5. Log out and log in to see the changes associated to the setting.

2. Registration

  1. Access Admin > General > Locations. 
  2. Identify the location with the lowest ID number and open the location.
  3. Ensure the location has a complete address entered.
  4. Access Admin > General > Contacts.
  5. Ensure all fields are completed.

Registration should only be completed once and the registration screen should not be accessed again. Accessing the screen could clear your settings and delete your RevConnect account.

  1. Access Admin > General > Practice Preferences > RevConnect Registration Information. See Example
  2. All fields are required and information must be entered for the screen to save.
    • Legal Business Name of Practice: The practice's legal business name MUST match exactly to the W9 or CP575 tax forms. If it does not match, the registration will fail.
    • Practice Legal Business FEIN (NO DASHES OR SPACES)
    • Practice Website URL: The URL must begin with one of the following:
      • http://
      • https://
      • www.
      • If you do not have a website, a URL for your business' social media page can be input into the field.
    • Business Type
    • Company Type: If you select Public in this field, two additional fields display.
      • Stock Exchange
      • Stock Ticker Symbol
  3. Click 'Register.'
  4. Log out and log in to see the changes associated to this setting.
  • Potential registration "fail" messages:
    • Twillio error related to brand issue: Data entered does not match the federal database. If you verify your information matches exactly to your form W9 or CP575, contact customer support. See Example
    • Failure to fully register account, please contact support: See Example
    • Account registration has been disabled. Please contact support for assistance. See Example
  • You will receive a message in your RevolutionEHR inbox when registration is successful, which will take approximately 7-14 days The message indicates "you may enable automated reminders." We recommend you return to these instructions after you receive this message, and continue at step #3 below. See Example

3. User Role Access to RevConnect module

  1. Access Admin > Employee/Roles > User Roles > open a user role.
  2. In the Access Permissions section, expand the file for RevConnect.
  3. Click the checkbox beside the options available to enable permission.
    • We recommend the practice limits the user roles that can access Edit Settings and Copy Locations.
    • View RevConnect must be checked for users to see the RevConnect module's icon within the system's navigation bar.
  4. Click 'Save.'
  5. Log out and log in to see the changes associated to the settings. 

4. Settings

RevConnect settings are designed to be location specific. Each location determines the timeframe messages should be sent, and message template options.

  1. Access RevConnect > Settings. See Example
    • The location name displayed within the Locations dropdown menu defaults to the employee's primary location. If necessary, change the location. Note: Only those locations the employee has access to display in the dropdown menu.
    • The practice information displayed pulls from Admin > General > Locations > open the location > Details > Basic Information and Contact Information sections.
  2. Automated reminders will begin when you click the ENABLED button. We recommend reviewing all settings and templates prior to clicking ENABLED. See Example

Recommended Settings

For most offices, our recommended settings will meet the practice's needs and allows a practice to get up and running quickly. If you use our recommended settings, your setup is complete when you click the ENABLED button as indicated in step #2 above.

RevolutionEHR has configured Recommended Settings for Communication Categories and Communication Times. Click 'ON' to use the recommended settings, or, click 'OFF' to customize RevConnect for your practice. See Example

Note: ON is displayed in color which indicates Use Our Recommended Settings has been enabled. The Communication Categories and Communication Time settings cannot be changed until Use Our Recommended Settings is changed to OFF.

Patients can receive messages via email and text messages.

  • All messages allow the patient to unsubscribe from communication.
  • Appointment Reminder is the only message type that includes an in-message response option to confirm their appointment.

A sample Messaging Opt-In document for practices to use with their patients is available in the attachment below. 

5. Communication Categories

  • Appointment: An appointment reminder is automatically sent to patients based on the settings configured within "Send a reminder."
    • In this default setting example, (i.e., Use Our Recommended Settings is ON), an appointment reminder will be sent:
      • 5 days prior to appointment.
      • 1 days prior to appointment.
      • See Example
  • Use Our Recommended Settings must be set to OFF to customize the communication settings.
    • Input the parameters for the time frame of the reminder.
    • Click on the link "Add a reminder" to have additional reminders setup.
    • Click the 'X' to delete a reminder. 

6. Communication Times

The default setting for Communication Times is set to Office Hours.

  • Office Hours: Automated communications are sent during the office hours that have been setup within Admin > General > Locations > open a location > Office Hours. Communications will not be sent on days the practice is closed; they will be sent the next business day the practice is open. 

Use Our Recommended Settings must be set to OFF to customize the communication settings.

  • Manually Set Hours: Communications will be sent during the time specified.
  • Send On Weekends: Enable the checkbox to have automated communications sent to patients on weekends. If this checkbox is not enabled, communication that would normally be sent on a weekend will be sent the following Monday 

7. Category Templates

Templates have been created for each type of notification. These templates comply with HIPAA, CAN-SPAM, TCPA, 10DLC, and other federal and local regulations and are written to help you stay compliant. We recommend you use these templates whenever possible.

To update a template (sample instructions are for editing an email and also apply to editing a text message):

  1. Click 'Edit Email' for the template you want to change. 
  2. Insert your cursor to the position you want your change to begin.
  3. Type your text, and/or
  4. Although not required, it is highly recommended you click 'Send Test Message.' This action will send you a message within your Messages module. 
  5. Click 'Update.'
  6. Review your Message within the Messages module; return to the template to make any additional changes. See Example
  7. For a complete picture of your messages, you may want to send yourself the reminder via email or text message by booking an appointment and using the manual Send Appointment Reminder icon from Appointment details See Example 

8. Automated Communication

Send Text Messages Only: If the patient is eligible for both text and email messages, this setting will ensure the patient does not receive a text message and an email message. When this setting is ON, the patients that are eligible to receive both text message and email will only receive a text message. The default setting for this feature has been set to OFF. Note: If the patient has an invalid cell phone number, it is necessary to manually email the patient until the cell phone number has been corrected. 

Communications to Patient

Email Appointment Reminders

  • An email Appointment Reminder includes the option to "View & Confirm Appointment" or "Click to unsubscribe." See Example
  • After the patient has clicked on the link of their choice, a relevant message with your Location Logo and contact information displays.

Test Message Appointment Reminders

  • A text message Appointment Reminder includes instructions to "Text C to confirm O=end msgs. See Example
    • Text message with reply of "C to confirm." See Example
    • Text message with reply of "O=end msgs." See Example

Not Eligible

The RevConnect Not Eligible tab assists users in easily identifying patients that:

  • Declined to provide an email address.
  • Declined to provide a mobile phone number.
  • Are not eligible for a message due to their Communication Opt-In settings.
  • Do not meet CASL eligibility (Canada only).
  1. Access RevConnect > Not Eligible.
  2. The system defaults search criteria and displays the results as the screen is accessed.
    • Location: The location the employee is logged into as it is displayed in the system's navigation bar.
    • Patient: This field does not have a default, thus, a specific patient name must be entered by the user.
    • Category: This field defaults to All Categories. 
  3. Attempt Date: The search criteria defaults to the prior 30 days. 
  4. Change search criteria, if appropriate to your situation, and click 'Search.'
  5. Search results display the Attempt Date, Name, and Category. Note: The patient's name includes a hyperlink to the patient's file.
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