TCPA Hours Settings | AHFE
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NOTE: This article is only for Artera Harmony Federal Edition customers.
Artera Harmony Federal Edition (AHFE) enables you to send or suppress Triggers based on TCPA (Telephone Consumer Protection Act) guidelines.
Consider TCPA (Telephone Consumer Protection Act) Guidelines
You have the ability to choose to either send or suppress phone calls made to patients based on TCPA guidelines.
Instant Triggers
There are two options you can select when configuring "instant" Triggers:
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Do not send message at all: Any Trigger scheduled to send to the patient outside of TCPA hours will not send at all.
- Example: If the Trigger is scheduled to send "0 minutes after Patient Status Change" and the patient confirms their appointment at 10:00 PM, then the phone call will not be made to the patient.
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Send it anyway, even if it alls outside of TCPA hours: Any Trigger scheduled to send outside of TCPA hours will send at the time they are scheduled.
- Example: If the Trigger is scheduled to send "0 minutes After Appointment Created" and the appointment was booked at 7:30 AM, then the phone call will be made to the patient at 7:30 AM.
Scheduled or Timed Triggers
There are three options you may choose when configuring scheduled or timed Triggers:
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Adjust delivery time to send only during TCPA hours: Any Trigger scheduled to send outside of TCPA hours will be moved to either 8:45 PM the night prior to their scheduled delivery or 8:00 AM the morning after the scheduled delivery time. This is accomplished through batch processing. Triggers scheduled to send between 9:00 PM and 2:50 AM are batched and sent earlier than their scheduled time. That batch job runs between 8:00-9:00 PM. Triggers scheduled to send between 2:51 am and 8:00 am are sent the next morning. That batch job runs between 8:00-9:00 AM.
- Example: If a patient has a 4:00 PM appointment and a Trigger is configured to send 6 hours after the appointment (arriving at 10:00 PM), AHFE will instead make the phone call in a batch job between 8:00-9:00 PM the night before.
- Alternatively, if the patient has a 9:00 AM appointment and a Trigger is configured to send 3 hours before the appointment (arriving at 6:00 am), AHFE will instead make the phone call to the patient at 8:00 AM on the morning of the appointment.
- Same-Day Triggers will not be fired for patients with appointment times prior to 8:00 AM. For example, if a patient is scheduled for a 7:45 AM Telehealth visit and are set up to receive information about virtual visit link to join before their visit, this Trigger will not fire if the "Adjust delivery time" option is selected. Consider using the "Send it anyway..." option for time-sensitive Triggers like these.
- NOTE: When a Trigger is enabled and configured to "Adjust delivery time," phone calls that fall outside of TCPA hours within the next 24 hours may not be delivered to patients as it can take up to 24 hours for the batch processing to begin including the Trigger.
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Do not send the message at all: Any Trigger scheduled to fire outside of TCPA hours will not fire at all.
- Example: If a patient has a 4:00 PM appointment and the Trigger's phone call is configured to be made 6 hours after the appointment (arriving at 10:00 PM), then the phone call will not be made to the patient.
-
Send it anyway, even if it falls outside of TCPA hours: Any Trigger scheduled to fire outside of TCPA hours will fire at the time they are scheduled.
- Example: If the patient has a 10:30 AM appointment and the Trigger's phone call is configured to fire 3 hours before the appointment, it will be made at 7:30 AM on the morning of the appointment.