The All Messages view displays all of the Patient Channels that a user has access to across the Artera Harmony Federal Edition (AHFE) Enterprise. Patient Channels are sorted by the time of the most recent activity in a Patient's Channel. Users can sort these Patient Channels by “newest” or “oldest" and by Patient Channel status,“open” or “closed.” 

To access the All Messages view: 

1. Select Inbox in the navigation bar.

2. By default, you will land on the All Messages view within the Inbox.

NOTE: The All Messages view displays Patient Channels, not patients. A patient will only appear in this view if they have a conversation history within AHFE. Patients with no previous conversation history can be located using the Patient Search tool in the Patients Area. From there, a new conversation can be started by opening a new Patient Channel.

Sorting and Filtering in the All Messages View

Sorting

In the All Messages view, "open" Patient Channels are displayed by default. To display "closed" Patient Channels, select the Closed option below the search bar. 

By default, both the “open” and “closed” views sort Patient Channels from newest to oldest, meaning the Patient Channels with the most recent activity display at the top of the list. If you want to view the oldest Patient Channels first, select the Newest button below the search bar to reverse the sorting order. 

Filtering

Narrow the list of Patient Channels in this view using the search box and the filters panel. You can combine keyword searches with filters for a more precise search.

The search bar lets you find patients by their name, patient ID, or phone number. To access additional filtering options, open the filters panel by selecting the button to the right of the search bar. Here, you can filter by Practice, line, Location, Provider, Device, or General. 

Users can also filter their view to only see Patient Channels that have unresolved Internal Mentions and/or that they have starred or that are marked as “Needs Action.” Learn more about Internal Mentions and Starred patients.

Once filters are selected, choose Apply Filters. A green “Filters applied” success message will appear and you will automatically return to the “All Messages” view, which will now display the list of Patient Channels that match your chosen criteria. 

It is very important to clear your filters when ready. To do this, select the filters panel, choose Clear All, then select Apply Filters.

Saved Views

Saved views offer a powerful way to quickly access your filtered lists of Patient Channels that you frequently use. Instead of reapplying the same filters repeatedly in the "All Messages" or "Scheduled" views, you can create and save a customized view, then reload it with a single click whenever needed. Click here to learn about how to create a saved view. 

Sending Messages from the All Messages View

Send one-off messages to individual patients from the All Messages view. To do so, follow the steps below:

• Navigate to the All Messages view.

• Locate the Patient Channels you want to message by conducting a patient search and using the available filters.

• Select the Patient Channel that you want to communicate with. 
  NOTE: Only one Patient Channel can be selected at a time with this form of outreach. For bulk outreach options, see the "Bulk Actions in All Messages View" section below.

• Type your message in the communication box and leverage the appropriate Smart Phrase(s) to help personalize the outreach. This will be sent as a phone call to the patient. Only one Patient Channel can be selected at a time with this form of outreach. For bulk outreach options, see the "Bulk Actions in All Messages View" section below. 

• When ready, click Send. 
  NOTE: The phone call will be made to the patient from the line displayed in the top-left corner of the Patient's Channel, right under their name. To use a different line, click the drop-down menu and choose a different Practice & line combination. The options listed are Practice & line combinations that have been used to contact the patient before. To call a patient from a new line, select Open New Channel from this same drop-down menu.

Bulk Actions in All Messages View

Use Bulk Actions to take action on up to 50 Patient Channels at once. The Bulk Actions menu is available beneath the search bar in the “All Messages” view. It is a three-dot menu with two available actions: "Close/Open Channels" and "Bulk Message".

Close/Open Channels

The "Close Channels" or “Open Channels” Bulk Action allows users to efficiently close or open up to 50 Patient Channels at once. This feature is particularly useful when there are many open Patient Channels that no longer require further action, or there are closed Patient Channels that need to be re-opened for patient outreach.

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To change a Patient Channels status in bulk, follow the steps below:

1. Navigate to the All Messages view.

2. Select the Bulk Actions menu (three-dot menu below the search bar). 

3. Select Close Channels.

4. Choose the Patient Channels for which you want the bulk action to close. 
   NOTE: Up to 50 Patient Channels can be selected at once.

5. Select Close Channels or Open Channels. A green success message with the number of Patient Channels impacted will display.

To close or open a single Patient Channel, select that specific Patient Channel, click the Actions menu located within the Patient Channel and select Close Channel. This only affects the individual Patient Channel you are viewing.

Bulk Message

The "Bulk Message” Bulk Action allows you to send the same call message to up to 50 patients with a single action. This is handy for sharing updates like overdue payment reminders, insurance information, and more. 
NOTE: You can send a bulk message to as many patients as you need, in batches of 50. After sending a message to one batch, you can immediately start another. There is no limit on the number of batches you can send.

To send a Bulk Message, follow the steps below:

1. Navigate to the All Messages view. 

2. Select the Bulk Actions menu (three-dot menu below the search bar). 

3. Select Bulk Message.

4. Choose the Patient Channels you want to bulk message.
   NOTE: Up to 50 Patient Channels can be selected at once.

5. Write your call message in the “Draft Message” box. If available, you can choose the most appropriate Quick Response instead. 

6. To add a translation, select the EN button in the lower right corner of the message composer. Then, choose your language. Always verify the translation with a proficient speaker. 

7. Choose Send to X patients. X will display the count of Patient Channels selected to send the bulk message. 

NOTE: The line that is used to send the bulk message to the patient is the line that is associated with each selected Patient Channel. Therefore, the lines used to send a bulk message will vary. 

If you would like to send a bulk message to patients who are scheduled for appointments on a certain day, use the "Patients with Appointments" Audience Source option in Campaigns. Click here to learn more.

FAQs:

• I want to send a message to patients who are scheduled for an appointment and need to be notified about a schedule change. How can I do this in bulk?
  • To reach out, in bulk, to patients scheduled for appointments, navigate to Campaigns and select the "Patients with Appointments" audience source method. This method allows you to filter patients by appointment date, provider, appointment status, and more. Selected patients can then be sent a message in bulk. 
    
    
• How do I initiate a manual phone call to a patient with no prior conversation history within AHFE as I cannot locate these patients in the “closed” tab of the All Messages view?

• You can easily open a new Patient Channel if a patient doesn't appear in your "All Messages" view. Here's how:

  1. Search for the Patient: In the "All Messages" view, use the search bar to look for the patient by their name, MRN, or phone number.

  2. Access the Patients Area: If the patient doesn't appear in the search results, click the searching for the patient hyperlink that pops up. This will take you to the Patients Area.

  3. Open a New Channel: In the Patients Area, select the Open a Channel button.

  4. Choose Practice and Line: Select the Practice and line you want to use for the new Patient Channel.

  5. Confirm and Route: After you confirm your selections, you'll be automatically directed to the newly created Patient Channel within your "All Messages" view.