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Communication Preferences

posted Jul 31, 2017, 9:33 AM by Tasha lesher

User Communication Preferences:


  • How do Preferences work?

    • Users will be able to control the type of communications they wish to receive from CollaborateMD as well as their communication methods.

  • What can an Auth Rep, Admin, and User see?

    • They will all see the Communication Types available based on their User Type and permissions. You can reference the Communications Type Guide for more information.

  • Are there any communication methods a user cannot turn on?

    • Yes. Methods that are not available for a communication type will be grayed out.

  • If a user replies to the Text or CMD Message communication, who in CollaborateMD will receive the message?

    • The messages will not be delivered to anyone. Please contact CollaborateMD directly if you wish to speak with someone in regards to your notification.

  • Why isn’t the user able to change the Time Zone for the text message delivery?

    • The time zone set by the administrator when configuring the Notification Settings for the patient (Admin section) will be set to the timezone for the users as well. This is the Admin or Auth Rep’s decision.

  • What will happen if a user does not have a current email and has the defaulted communication type for Email enabled? How will the user know to populate the email at this point? Will they get an alert for the communication type not being able to send?

    • When the user signs into CollaborateMD after upgrading, the application will prompt the user to enter their email address. The user will not receive communication about a notification not being sent to them.


Patient Communication Questions:

  • How do patient notifications work?

    • Users can configure the notifications available to send to patients.

  • Can a patient be sent a notification without having the Payment Portal enabled?
    • No, the online patient Payment Portal will need to be enabled in order to send patient notifications.
  • What are Data Tags?
    • They are predefined variables used to auto populate values related to the patient within your message. For example “The patient balance is <Patient Balance>.” The results when the notification is sent out will show “The patient balance is $5.35”. The tags are inserted by right clicking on the text field and selecting the desired tag.
  • How will my staff know what notification options the patient has selected within the Payment Portal?
    • CollaborateMD users can only see the notification method the patient has selected to receive (i.e., Email or Text message). This can be viewed within the Patient section > Patient Billing tab. Users, however, will not be able to see the types of notifications selected for the patient to receive (i.e., New Balance, Payment Confirmation, Payment Plan Installment).


General Communication Questions:

  • Why did CollaborateMD introduce these new options for communications?

    • There are several reasons why this project is important to CollaborateMD:

      • We wanted to give our customers control over how they interact with their patients. A tight feedback loop for communication is very good for the business.

      • With our new Payment Plan option, there was a need to make patient communications customizable and automatic.

      • There was previously no way for our customers to opt out of receiving communication from CollaborateMD. We have now made it possible for each user to customize the communications that are important for them.

  • Is this included in all Plans?

    • This feature will be included on Plans 3 & 4, however, unlimited patient notification text reminders will only be available on Plan 4.  Please see the Medical Practice Pricing sheet for more information. Billing Services will have to pay for both the IPP feature and the text message charges. Please note, phone carrier prices may also apply.

  • Will my staff and patients need to opt-in to receive text messages?

    • When the staff member checks the box under the User Profile tab to “Allow CollaborateMD to send text messages”, this is their way to opt-in. Patients MUST opt in to text messages with their provider to receive them.

  • What if a member of my staff or patient never received the notification, how can this be tracked?

    • Users will need to contact the Support Department to investigate this further.

  • Will there be auditing capabilities of when a staff member subscribes or unsubscribes from communication?

    • No.

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