PatientXpress User Manual
Table of Contents 1. PatientXpress Layout...3 2. Birthday...4 3. Appointment Confirmation...6 4. Feedback...9 5. Contact......11 6. Setup.....16 7. Recalls.......19 8. Call Logs......21 9. Smart CallerID...26
1. PatientXpress Layout After the successful installation of PatientXpress on the system, PatientXpress (PX) will appear within Open Dental, as shown below: PatientXpress. The PatientXpress comprises of five main areas (tabs): Birthday Appointment Confirmation Feedback Contact Setup Additionally, there are several other tabs, Registered, Recalls, Calls, and PatInfo. PatientXpress
2. Birthday Wishing a patient on important occasions shows that you care and is a great tool to earn customer loyalty. As is the case with others, this fully automated feature can send customized messages via multiple channels. This tab is used to send the Birthday Greeting using SMS and Email provided by the patient. 2.1 How to send Birthday wishes to patients Click on PatientXpress (PX) button and instantly see those with birthdays today. The number of birthdays is indicated by the Result Total Count marker. To see those who had birthdays on past days or to peek into the future, simply change the date in the Filters/Actions column. The rightmost column, Birthday Message, has the option to select a message type of SMS or email. Along with this, is the option to select from message templates. These templates are created by staff within the Setup tab. The Enter Message section is where you may type the message to be sent to the patients. If a template is chosen in the prior step, then this area will be populated with the template s contents.
Variables: These are pieces of text that allow PatientXpress to provide powerful & personal messages. o?fname will be replaced by the First Name of the selected patient. o?age will be replaced by the Age of the selected patient. o?ageordinal will be replaced by the appropriate numerical suffix (ie., st, nd, rd, th) o The Default Message with variables will be translated as: Dear?FName, Happy?AgeOrdinal Birthday! Now you are?age years old. Dear Bill, Happy 27th Birthday! Now you are 27 years old. You may select an individual patient(s), or click the Select All Button to have all patients with birthdays selected. Once a message type of SMS or email is selected along with the patients, the Send Wishes button can be clicked. The following window will appear to confirm your message and recipients, if correct, click OK For a video demonstration, please view our video on Birthdays Note: Email SMTP needs to be configured in Open Dental, prior to sending email.
3. Appointment Confirmation Truly automatic appointment confirmations via SMS/Email/IVR depending on patient s preference, no manual intervention required. Reduce the time used to manually confirm each patient s appointment by letting us do the work for you. Through both SMS and Email, patients will be given a method to confirm their appointments. Their confirmation will then be detected by Open Dental, which will then change their appointment status to confirmed. 3.1 How to send and confirmation appointments via SMS. Click on PatientXpress (PX) button and navigate to the Appointment Confirmation tab. In the Filters column, patients may be filtered by a date range, type (recall only or not), provider, clinic, or by appointment status. The Appointment Confirmation column has the option to select a message type of SMS or email. Along with this, is the option to select from message templates. These templates are created by staff within the Setup tab. The Enter Message section is where you may type the message to be sent to the patients. If a template is chosen in the prior step, then this area will be populated with the template s contents.
Variables: These are pieces of text that allow PatientXpress to provide powerful & personal messages. o [NameF] will be replaced by the First Name of the selected patient. o [date] will be replaced by the date of the patient s appointment o [time] will be replaced by the appointment time. o An SMS Message with these variables will be translated as: [NameF], we would like to confirm your dental appointment on [date] at [time]. Bill, we would like to confirm your dental appointment on 06/04/2018 at 12:00 PM. o The check box for Check to add ' Please reply C to confirm or call us' to your message will append that phrase to the end of your SMS message Bill, we would like to confirm your dental appointment on 06/04/2018 at 12:00 PM. Please reply C to confirm or call us at (949) 542-6773. You may select an individual patient(s), or click the Select All Button to have all patients within the filtered search selected. Once the message type of SMS is selected along with the patients, the Send Confirmation button can be clicked, and the message will be sent.
3.2 How to send and confirm appointments via email. Following similar steps for sending an SMS appointment confirmation, the select type under the Appointment Confirmation column must be email. For sending emails, a template must already have been created. Select the template desired template. Head over to the Setup section of this manual for more information on how to create a template. To be reassure yourself, the email may be previewed using the Preview button. Once the message type of email is selected along with the patients, the Send Confirmation button can be clicked, and the email will be sent. For a video demonstration, please view our video on Appointment Confirmation via HTML Email
4. Feedback The Feedback tab houses our Reputation Management service. It allows practices to target patients who are most willing to provide a positive review, and communicate with them to ultimately have them leave a review on your Yelp!, Google, or Facebook page. Any unsatisfactory reviews will be directed back to your practice with their comments on how to improve service. This allows the practice to gain valuable reviews and feedback without jeopardizing its online reputation in the process. 4.1 How to request patient feedback via SMS Click on PatientXpress (PX) button and navigate to the Feedback tab. In the Filters column, patients may be filtered by a date range. The Feedback Message column has the option to select a message type of SMS or email. Along with this, is the option to select from message templates. The Feedback Links column allows your practice to paste its respective links to their pages on Yelp!, Google, or Facebook. You may select an individual patient(s), or click the Select All Button to have all patients within the filtered search selected. Once the message type of SMS is selected along with the patients, the Send Feedback button can be clicked, and the SMS message request will be sent.
4.2 How to request patient feedback via HTML Email Following similar steps for sending an SMS Feedback message request, the select type under the Feedback Message tab must be email. For sending emails, a template must already have been created. Select the template desired template. Head over to the Setup section of this manual for more information on how to create a template. To be reassure yourself, the email may be previewed using the Preview button. Once the message type of email is selected along with the patients, the Send Feedback button can be clicked, and the email will be sent. For a video demonstration, please view our video on Appointment Confirmation via HTML Email
5. Contact This tab allows you to freely contact their patients without the specific intent of wishing a happy birthday, confirming an appointment, scheduling a recall appointment or requesting feedback. Here we may use tools such as SMS and HTML Email to launch mass marketing campaigns to promote visits by incoming specialists, practice promotions on treatments, holiday greetings, newsletters, and so much more. 5.1 How to use the Contact tab Click on PatientXpress (PX) button and navigate to the Contact tab. In the leftmost Filters column, patients may be filtered by name (first/last), SSN, patient number, subscriber ID, email, provider, clinic, billing type, carrier, and language. The Contact Message column has the option to select a message type of SMS or email. Along with this, is the option to select from message templates. Variables: o?name will be replaced by the First Name of the selected patient. Similarly to other tabs, you may select an individual patient(s), or click the Select All Button to have all patients within the filtered search selected. Once the message type of SMS or email has been selected along with the patients, the Send button can be clicked, and the message will be sent.
6. Setup This PatientXpress tab is where you can manage the scheduler, custom templates, Smart CallerID pop up time, and email SMTP settings. 6.1 How to Assign the Profile Name Click on PatientXpress (PX) button and navigate to the Setup tab. In the Profile column there is a section labeled Enter Name. The name used here will be the Sender s name when sending patients emails. Preferably, the practice s official name should be used to distinguish it from competing dental practices, and to generate a professional image. Below is how the sender would appear if the name were HRD SQ. Dentistry
6.2 How to Manage the Scheduler Click on PatientXpress (PX) button and navigate to the Setup tab. In the Scheduler column there is a Scheduler button, click it. The Scheduler is what manages the automated process of PatientXpress. Items such as birthday, appointment confirmation, appointment reminders, appointment recalls, insurance service, patient feedback, call logs, and custom queries are all managed here. Under Schedule Type, there are options for Daily and Run Particular Date. o Daily: Practice must set up a time for this service to begin working, the service will begin running at the selected time on a daily basis. o Run Particular Date: Practice must select a date and time for this service to begin running. The drop down menu under Select Type will have a variety of services. You must select which service, so that the remaining details can correspond to it. Name allows you to provide a custom name for the service. If you d like Patient Feedback to appear as Pt. Fdback, you can. Days(Before/After) will ask for the amount of days prior you d like to begin the service. Message in english/spanish: You may type out a message in either language for it to be sent out automatically as opposed to the manual way previously shown in this manual. Once satisfied, click Create and save your new scheduler type.
6.3 How to Create a Custom Template Click on PatientXpress (PX) button and navigate to the Setup tab. In the Custom Template column, there are fields for Select Type, Enter Template, Enter Subject, and Enter Message. o Select Type: This drop down menu has options for SMS, email, IVR, auto, and notes. You must select the type of template you d like to create or modify. o Enter Template: This is where the name of the template can be saved and existing templates can also be seen here. o Enter Subject: This field is only available when creating an email template, as emails require subject lines. o Enter Message (SMS): When creating SMS templates, you can directly type in your message using the variables on the right hand side of the Enter Template section. o Enter Message (Email): When creating email templates, this field is transformed into the Edit Template button. A new window will appear in which the email template can be edited. Once the template is complete, the Save button can then be clicked to save the template. Now this template is ready to be used.
6.4 How to Edit an Email Template After clicking the Edit Template button, an editor pop up will appear This editor is similar to a word processor and has the associated menus expected of one. At the bottom left corner, there is an icon with an A. When the mouse hovers over it, it is revealed to be the Design Mode. This mode is where normal text and images can be typed and pasted in. The middle icon < > is the HTML Edit Mode. This mode permits the usage of HTML code for more powerful and visually appealing emails.
The rightmost icon with a globe on paper is the Preview Mode. This mode allows you to preview the elements of any HTML code utilized. Once work within the editor is complete, it is time to save. You will notice that there is no save button available. To save, you may simply exit out by closing the window, and all the work will be automatically saved. Now that the template is complete, the Save button can then be clicked to save the template. For a video demonstration, please view our video on Creating an HTML Email Template.
6.5 How to Disable Smart CallerID Click on PatientXpress (PX) button and navigate to the Setup tab. In the Incoming Popup column, there is a single section for Enter Time in Seconds. The amount of seconds entered will determine how long Smart CallerID will be active when an incoming call is entering the practice. The defaulted time is set to 60 seconds, which is to allow staff a reasonable amount of time to prescreen a caller, analyze their information, and tag the call. This can be adjusted according to the practice s needs. However, there are some computers that do not require Smart CallerID to appear every single time there is an incoming call. The solution is to simply disable it. To disable, the amount of seconds entered must be 0, this sets the timer to zero seconds and will prevent Smart CallerID from appearing. A confirmation window will appear, you may click Yes to submit the changes and lastly click the Save button to save. To reverse the change, simply reset by entering 60 seconds for the timer and submit the changes again. For a video demonstration, please view our video on Disabling Smart CallerID.
6.6 How to Configure Email for PatientXpress Click on PatientXpress (PX) button and navigate to the Setup tab. In the Miscellaneous column there is a section labeled Click SMTP Button to Manage Email SMTP Details. The button to the right will open up a new window for editing your Email SMTP Details. Simple Mail Transfer Protocol (SMTP) is a an internet protocol used in sending and receiving emails. The email fields need to be filled with the requested information and once completed, it must be saved by clicking the Save button. For a guide on how to configure email for Open Dental, please visit their Email Setup page.
7. Recalls Recall is a system for contacting patients who are past due for a visit and don t have one scheduled yet. The recall system on PatientXpress, like a majority of other features, is also completely automated. Initial setup via the Scheduler is all that is required. Recalls will begin working in the background. Within Recalls Report, there are two tabs for Uncompleted Treatments (Tx) and Recall. 7.1 Navigating the Uncompleted Treatments (Tx) Tab Within this tab, there is a Filters column with options to search by the type of treatment, date, credit type, amount of reminders already sent, and by patient name. Buttons: o Refresh: Will refresh the search and provide the most current information o Select All: Selects all of the patients that were filtered o Send Tx: Sends the message(s) to all of the selected patients. o Reset: Will reset the filters for a new search. Also, within this tab is the Uncompleted TX column which houses a Select Type section for selecting SMS or Email, the template to be used, and the Enter Message section for typing out your message. Following similar instructions to sending messages as with appointment confirmations, feedback, and contact, it is the same process here.
7.2 Navigating the Recalls Tab Within this tab, there is a Filters column with options to search patients by carrier, date, amount of reminders already sent, and by patient name. Buttons: o Refresh Carrier: Will refresh search and provide the most current information o Select All: Selects all of the patients that were filtered o Send Recall: Sends the message(s) to all of the selected patients. o Reset: Will reset the filters for a new search. Also, within this tab is the Recall column which houses a Select Type section for selecting SMS or Email, the template to be used, and the Enter Message section. Variables: o [DueDate]: will be replaced by the patient s intended return appointment date. Following similar instructions to sending messages as with appointment confirmations, feedback, and contact, it is the same process here.
8. Call Logs Call Logs on PatientXpress will keep a record of all incoming calls to your practice and provides powerful integration tools within Open Dental. Tag a patient s call with a note that can be seen within their communication log and quickly follow up missed calls with SMS messaging. Call Logs is designed to decrease missed opportunities for missed revenue that costs practices thousands of dollars each year. The Incoming Calls Report has three bar graphs presenting information on the category of callers (non-patient, patient, pharmacy, supplier, contact, and new-patient), call tagging activities, and appointment records (deleted, broken, moved, edited, create). There is also a tab holding the call records which provides information such as an ID, name, date/time, type, number, activity (tagged or not), and carrier name. The second and third columns displays information such as if a call was tagged, who tagged it, the time, and the tag itself. 8.1 How to Tag a Calls Within Call Logs A tag is term referring to the act of writing a note and associating it to a specific phone call. Non Tagged calls are those incoming calls that do not have an associated note attached to them. To tag a call, you must right click the desired row within the call logs.
This action causes a menu to appear with the Tagged option at the bottom. The Add Notes popup will appear providing the option to select from a template or to simply type out a personalized note for the call. Once complete, click Submit. If the caller is a patient already in Open Dental s database, the submitted tag is then viewable within Call Logs and within the Communications Log. For a video demonstration, please view our video on, Tagging a Call in Call Logs.
8.2 How to Send an SMS Message via Call Logs Through Call Logs, you are able to reply to any caller via SMS messaging. To send an SMS, you must right click the desired row within the call logs. This action causes a menu to appear with the Send SMS option at the bottom. The Send SMS popup will appear providing the option to select from a template or to simply type out a personalized SMS message. Once complete, click Submit. Within Open Dental s Text Messaging, the SMS message will be viewable similarly to how text messaging appears on a mobile device. For a video demonstration, please view our video on, Sending an SMS Message via Call Logs.
8.3 How to Add a New Contact/Supplier/Pharmacy Through Call Logs, you are able to add a new contact/supplier/pharmacy. To add, you must right click the desired row within the call logs. Like before, this action causes a menu to appear with the appropriate options. A popup will appear requesting certain information. Once complete, click OK.
8.4 How to Add a New Patient/Add Existing Patient Through Call Logs, you are able to add a New Patient or Update an Existing Patient. To add/edit, you must right click the desired row within the call logs. Like before, this action causes a menu to appear with the appropriate options. Once these options are clicked, a confirmation window will appear. The Edit Patient Information Window will appear, so you add a new patient or edit their information directly into the Open Dental database.
9. Smart CallerID / Patient Information Smart CallerID is a technology that allows front desk staff to instantly prescreen an incoming phone call, and quickly obtain relevant patient information. For patients, relevant information such as appointments, insurance, family members, referrals, account, treatment plans and any alerts. This information allows practices to build relationships with patients by answering in a more personal way. The Smart CallerID (PatInfo button) is accessible the moment there is an incoming caller. The popup will differ depending on whether a patient or non-patient calls the practice. The Smart CallerID window to the left appears if a patient calls the practice. This window contains their patient photo, phone number, the ability to tag the call, appointments, recalls, insurance, treatment plans, family members, account info, referrals, and any alerts. The Smart CallerID window to the right appears if an unknown caller calls the practice. This window allows you to tag the call, and add this contact as a new patient, new contact, new pharmacy, new supplier, or add them to a do not call list.
By simply hovering over the colored modules, information become available. In addition, by double clicking the module, you will directed to the appropriate location within Open Dental.