With Campaigns, you can create and send large volume outreach—up to 30,000 patients per campaign—and stop building call lists. Campaigns are often used to notify targeted lists of patients of a new service offering or to fill a gap in care. Campaigns can also be pre-scheduled to send on a specific date, allowing you to more efficiently meet messaging needs.

If you're interested in setting up automatic campaigns, without user intervention, click here to learn about Recurring Campaigns. 

Who can create and send Campaigns?

Staff, Manager, and Enterprise Admin users can create and send Campaigns in Artera Harmony Federal Edition (AHFE).

Who can receive Campaigns?

Campaigns can be sent to any patient that exists within the AHFE Enterprise, it is not limited to the patients present in the AHFE Practice.

Building Campaigns

Create a Campaign

Let's review how to create a Campaign.

1. Navigate to the Navigation Bar > Campaigns >  Campaigns.
2. Select Create Campaign on the top-right corner of the page. 
3. Select the Practice to send the Campaign from from the Practice drop-down menu.
4. Enter a Campaign Name (e.g. Vaccination Reminder, Flu Vaccine, etc). This name is not patient-facing and serves as the Campaign's title. 
5. Select a Category that best matches the Campaign's objective. Do note that categories cannot be changed or retroactively added once a Campaign is created
6. Select the Line to associate with this Campaign. The Campaign calls will be made to patients from this chosen line.
7. Indicate whether this Campaign is being sent for an emergency by selecting the checkbox near this option. If not, leave this field blank. Emergency Campaigns are sent to patients at a faster rate than non-emergency Campaigns and take precedence over all automated calls made to patients except for calls that are manually initiated via Artera from within a Patient’s Channel. 

   1. By sending an Emergency Campaign, you can configure the Campaign (in a later step) to be sent to recipients outside of TCPA hours. Emergency Campaigns ignore Practice Hours, Holiday Hours, TCPA Hours, and business days. NOTE: Emergency Campaigns impacts the prioritization of other calls being made to patients through AHFE, including but not limited to, appointment reminders.

8. Next, identify the patients to send the Campaign to. There are three options to upload your audience source and with each option, up to 30,000 patients can be selected:
   1. CSV OF MRNS: Upload a .CSV file containing the unique Patient IDs (typically an MRN) from your EMR. Although CSV (comma delimited), CSV (Macintosh), and CSV (MS-DOS) are supported, we highly recommend saving your file as an MS-DOS Comma Separated (.csv) file. This prevents empty rows and decreases the time to upload and digest the file. Choose to either drag and drop the file into the white box or select Choose File to open the file selector. 
      1. This file must be under 500KB (which is around 30,000 patients) and include a single column of MRNs/patient IDs in Column A with no header and no additional information. Typically, you can export a report from your EMR containing the IDs and remove the extra information.
      2. Important: If your Patient IDs contain leading zeros, be sure the file saved contains the leading zeros. To do this, select your data range in the file and press Ctrl+1 on your keyboard to launch the Format Cells dialog. On the Number tab, select Text. NOTE: This will not change the format of the Patient IDs already entered into the file. It will only affect Patient IDs entered after the new data format is applied. If these steps do not work for your file, please connect with your IT Team. 
   2. Patients with Appointments: Choose this option to select a specific date or date range to view the patients who have appointments on that date. Then, narrow your patient list for the Campaign by leveraging the filters available. Filter your appointment search to specific appointment statuses (confirmed, for example), lines, locations (departments), events (appointment types), or providers. Select the “Refresh” button after new filters are applied to obtain an updated count of matching patients.
      1. This audience method is helpful when outreach to patients scheduled with certain locations or providers is necessary to communicate an office closure, for example.
   3. CSV of Phone Numbers: Upload a .CSV file containing a list of US or Canadian phone numbers in the format +11111111111. These numbers do not have to be associated with patients and new Patient Channels will not be created in AHFE when the Campaign is sent. This file must be under 500KB (which is around 30,000 individuals) and include a single column of phone numbers in Column A with no header and no additional information. Although CSV (comma delimited), CSV (Macintosh), and CSV (MS-DOS) are supported, we highly recommend saving your file as an MS-DOS Comma Separated (.csv) file. This prevents empty rows and decreases the time to upload and digest the file. Choose to either drag and drop the file into the white box or select Choose File to open the file selector. 
      1. NOTE: To use patient-specific Smart Phrases and Spanish translations in Campaigns, your Audience Source must be linked to patient records. If you’re uploading a CSV of phone numbers, these Smart Phrases will not be available since the phone numbers are not associated with patient information in AHFE.
      2. This audience method is helpful when sending important messages to staff in the event of an emergency.

Campaign Message

Create your call message. You can choose to craft your own message or use a Quick Response. 

Manual Message

1. Use the appropriate Smart Phrases to personalize the call message to the patient. {clientFirstNameProperCase} is always a good option. 
   • NOTE: Smart Phrase use is limited within Campaigns, as Event, Referral, and Discharge Smart Phrases cannot be used. Use the Smart Phrase wand to identify the supported Smart Phrases.
2. Add a Spanish translation to support Spanish-speaking patients.

Quick Response

NOTE: When using Quick Responses with Campaigns, it is important to confirm that you do not include any Event (i.e {eventDate}), Referral, or Discharge Smart Phrases within the Campaign. Be sure to review the Quick Response selected and remove any of the aforementioned Smart Phrases. Use the Smart Phrase wand to identify which patient and general Smart Phrases are supported by Campaigns.

Preview Phone Call

You can validate how your call message will sound by previewing the phone call. In the sample call, any Smart Phrases will be randomly populated with generic placeholders.

1. Click the Phone icon at the bottom of the call message.

2. Enter a valid 10-digit U.S. phone number and select Call Me. 

3. Once the phone rings, be sure to say Hello to activate the message delivery.

Campaign Schedule

Next, determine when the campaign should be sent. A Campaign's Start Date and Start Time are automatically set to the current date and time. However, if you wish to schedule the Campaign for a later delivery, this can be modified to suit your communication needs. 

If configuring a Campaign to start running on a future date, the Campaign's start time will default to 9:00 AM and can be modified, if necessary. If the user changes the start date back to today's date, the start time will remain at 9:00 AM and can be modified as well. NOTE: Campaigns follow your Practice's timezone.

Send Only Between the Hours of

Depending on the volume and cadence of messages you are looking to send, the Campaign may send over several days. Use these delivery time slots to indicate which hours of the day are okay to send the Campaign.

For Campaigns where you want patients to engage with you (e.g. call to schedule a visit), ensure the volume of responses is manageable for your team. For example, if you have a staggered start and your full staff is only on shift from 10:00 AM-3:00 PM, consider setting delivery times based on staff availability. 

Please note that non-Emergency Campaigns respect TCPA Hours and therefore, can only be set to send between 8:00 AM - 9:00 PM in your Practice's timezone. If the Campaign's daily start and end times fall outside TCPA mandated hours, an error message will appear that reads: “Messages should be sent within the TCPA mandated hours of 8:00 AM - 9:00 PM.” 

Emergency Campaigns (indicated in step one of the Campaign) can be configured to send outside of TCPA Hours. If so, the user must acknowledge that they consent to sending the message outside of TCPA Hours.

Send on Business Days Only?

Use the checkbox to choose whether this Campaign should only be sent on business days. Business days for Campaigns are determined by your Practice hours. Any day that your Practice is open for any duration of time counts as a "business day" for Campaigns.

If you are running a Campaign that asks the patient to engage with you, we recommend enabling this setting. This ensures that someone will be available to respond to the patient quickly.

NOTE: This option is not available for Emergency Campaigns.

Final Review

Finally, preview your Campaign. Select the Download CSV of Invalid MRNs link to download a CSV file of the patient IDs that Artera marked invalid (if you uploaded a list of Patient IDs/MRNs for the Campaign’s Audience Source). 

Select Download CSV of Audience if you chose the “Patients with Appointments” Audience Source. This will download a file that you can use to view the patients that the Campaign will be sent to, based on the filters you inputted in the Audience Source.

When you are ready, select Create Campaign.

Enabling Campaigns

Once you have saved your Campaign, it will automatically be placed in a "pending" status. To start the Campaign, select the Actions (...) menu and choose Start. 
NOTE: Even if the Campaign was configured to start with the current date and time, the Campaign will begin in the "pending" status and must be manually started.

Important: Once you start a Campaign, you cannot edit any of the settings.

Once enabled, the Campaign will move into the "queued" status until the indicated Start Date and Time is reached. If the Campaign runs over multiple days, it will automatically move from the "running" to the "paused" status based on the included Start/End times.