Echo Access Automated Communication

By: Jennifer Wheeler, Northside Hospital

Northside Hospital is three Atlanta area not-for-profit hospital system committed to the health and wellness of our community. To enhance the wellness of our community, we commit ourselves to providing a diverse array of educational and outreach programs. In direct support of that commitment, the Northside Contact Center is a central communication hub which connects callers and patients with physicians, classes, events and health screenings.

Why Automate?Registration numbers are high:• Over 14,000 prenatal class

registrations per year• Over 1,300 health screen

registrations per yearThe majority of our customers are millennials, and with the high volume, we have no choice but to Automate.

Types of Automated Communication

• Auto Rosters• Confirmation Letters• Caller Letters• Text Messages

Auto Rosters➜ Auto Rosters are sent to the

instructor of the class so they know who will attend and who has paid.

➜ Rosters are created on the Section Level

➜ Indicate the instructor’s name. Their names are stored with their email address, so you don’t have to indicate that separately.

Select the roster you want them to receive. In this case it is set on the system level.

Determine how far in advance you want them to receive the roster

Auto Rosters are created when the section is created• You can search to see if the

roster was created by typing this number into the filter search bar in Reporter.

Confirmation Letters• Sent via email on through

Rapid Reports after registration

• Different types of letters allow for specific class instructions that can’t be included via variables.

Rapid Report for Confirmation LettersClick on the wrench

Caller Letters• Physician Referral Caller

Letters are sent via email and contain the referred physicians’ contact information. The letter is chosen from the drop down box during the call.

• It is sent out via Rapid Report in a similar way as Confirmation Letters, but by checking the “Caller/Patient letters” box.

Text Message Reminders

Text Message Reminders

• Reminders are set up on the Section Level as a Reminder Email.

Text Message Reminders• Data 24/7 changes the customer’s cell # into an email based

on their provider. For example: 770-314-9566 is an AT&T cell #, so it becomes 7703149566@text.att.net

• Data 24/7 charges a fraction of a penny for each “look-up”, plus a monthly fee.

Text Message Reminders• Create a Rapid Report and

include the Filter• Inside the Wrench Section,

click on the Class Reminder Email Box

• Set your schedule in Rapid Reports

Text Message Reminders Issues• Until recently there was a problem responding to people when

they email back from their text. The development team made the Advanced Population Search “Phone” look at both “Phone” and “Cell” as an option for searching, allowing us to identify the person who is responding to the email from their cell phone.

• Another issue was T-mobile blocked our texts, but we added the Echo IP address (67.207.214.70) to our SPF record and they stopped bouncing back.

Questions?

By: Jennifer Wheeler, Northside Hospital