Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • WEBINARS
  • ARTERA ACADEMY
  • SUPPORT
  • RELEASES
  • STATUS PAGE
  • Home
  • Patient Facesheet

Patient Communication Settings

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Get Started
    Getting Help Post-Implementation
  • Release Notes
    Release Notes: Artera Harmony Federal Edition
  • Triggers
  • Patient Channel
    Managing Appointments
  • Troubleshooting and FAQ
  • Patient Facesheet
  • Technical Specifications
    Artera Foundation Artera-Specific Features EMR Specifications
  • Insights & Analytics
    Insights Analytics Plus Self Service Analytics
  • Collaborative Inbox
  • Conversation Flows
  • Campaigns
  • Lines & Resources Requests
  • Lines, Events, Resources
  • SMS Basics
  • Automations
    Appointment Automations Inbound Message Automations Recall Automations Referral Automations
  • Referrals
  • Add-Ons
    Call-To-Text/Abandoned Calls Community Outreach
  • Users and Groups
  • Platform Settings and Configuration
    Settings Forms
  • Self-Rescheduling
  • Recalls
  • Marketplace
+ More

Table of Contents

Settings that Impact all Message Types Settings that Impact Automations Patient Communication Settings FAQs

Patient Communication Settings are a collection of Artera tools designed to help you send patient messages through the appropriate channels. Based on your Artera configuration and your patient’s contact options, some of these settings may be more relevant than others.

Setting that Impacts All Message Types

The following Patient Communication Setting impacts all messages sent through Automations, Campaigns, Broadcasts, and the Patient Channel.

  • SMS Consent: Displayed on the Patient Facesheet and accessible from within Preferences, this reads "Opted In" or "Opted Out of X numbers". This determines whether the patient can receive text messages through any message type and is controlled by the patient through specific carrier keywords. Users can also manually opt a patient out of a specific line, which will send a request directly to the patient to confirm the opt out.

Settings that Impact Automations

The following Patient Communication settings, collectively referred to as Patient Contact Preferences, impact how messages are sent through Automations.

  • Preferred Contact: If contact preferences are not synced from your EMR, you can manually set a Preferred Contact in the Patient Factsheet. This will send Automations to the patient's preferred phone number. NOTE: Email is not supported as a preferred contact.
    • Do Not Contact: If contact preferences are not synced from your EMR, you can manually set a Patient Channel to Do Not Contact (DNC) to prevent the patient from receiving any Automations.
  • Contact Preference Sync: Synced from your EMR, patient contact preferences identify whether your patient prefers text, voice, or email communication or is marked as DNC for Automations. 

Patient Communication Settings FAQs

Do Campaigns or Broadcasts respect Patient Contact Preferences?

No, Campaigns and Broadcasts do not respect Communication Preferences. Only Automations do.

If I build a Campaign or Broadcast to support text, call, and email messages, what is the expected behavior?

  1. If a textable mobile number is on file for the patient, Artera will text the patient.
  2. If a landline or text-disabled number is on file and no mobile number is present, Artera will call the patient.
  3. If there is no mobile or landline number on file but email is present, Artera will email the patient.

If SMS Consent is Opted Out on the Patient Facesheet, will that prevent automated calls to the patient as well?

No, this setting will only prevent SMS messages from sending to that patient from the line where texting has been disabled.

Is SMS Consent synced with a customer's EMR?

No, this is an Artera-specific setting and will not sync to your EMR.

Does the TEXT or CALL label on the Patient Facesheet display the Patients Preferred Contact Method?

No, the TEXT or CALL label simply indicates if the number is a mobile (TEXT) or landline (CALL) number.

If Patient Contact Preferences are synched from your EMR, the best place to verify the patient's preferred contact method is in the EMR. This information is not displayed in the Patient Facesheet.

Does selecting "Do Not Contact" in the Patient Facesheet prevent Campaigns, Broadcasts, or manual messages from being sent to patients?

No, the Do Not Contact toggle in the Patient Facesheet is only used to prevent Automations from sending to the patient.

preferences respect preferences do not contact

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Do Not Contact (DNC)
  • Patient Opt Out/Opt In: SMS Consent Setting
  • Patient Contact Preferences: Synced
  • Language Preferences and Translations
© 2024 Artera. All Rights Reserved.
Privacy Policy | Terms of Service | Cookie Policy | Do Not Sell My Personal Information

Knowledge Base Software powered by Helpjuice

Expand