Campaign Library

On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — GroupCall, click Campaign Library

To view and manage GroupCall campaigns, your practice must have the athenaCommunicator service and the GroupCall feature enabled, and you must have all the following roles:

• Communicator
• Communicator — Campaign Builder
• Access to all Departments

• Automated GroupCall campaigns take at least 24 hours before anything is sent to the calling queue.

• Immediate cancellation GroupCall campaigns launch the same day as the update, assuming it is launched before or during the message window.

1. Display the Campaign Library page: On the Main Menu, click Settings > Communicator. In the left menu, under Practice Links — GroupCall, click Campaign Library.
2. Click the Population Health tab.
3. Locate the campaign in the list and click Run Outcomes report under the campaign name.
   The Outcomes Report page appears.
4. To display the projected revenue from the campaign, enter the cost of the procedure associated with the campaign in the Procedure cost field, and then click outside the box.
5. To view detailed information about the population health campaign, click Show additional metrics near the top of the report.
   The table view appears.
6. To export the information from the table view to a .csv file, click Export to CSV.
7. To view the Outcomes Report in its original form, click Close X.
8. To return to the Campaign Library page, click Back to campaign library.

The Campaign Library is your central location for viewing and managing GroupCall campaigns. Each campaign listed on the Campaign Library page includes the name of the campaign (for example, Appointment No Shows or Adolescent Well-Care Visits) and a description of the campaign (either the default description or the description that you entered when you created a custom campaign).

At the top of the Campaign Library page, you can click Create new campaign. This link displays the Campaign Builder page, where you create the new GroupCall campaign.

A list of existing GroupCall campaigns appears on each tab of the Campaign Library page. The following links appear below the name of a campaign (some links appear only on the Custom tab).

• Activate — Reactivate a deactivated automated campaign.
• Audit history — Display an audit history of changes made to the campaign.
• Continue campaign creation — Complete the creation of a custom campaign that you began previously.
• Copy — Create a copy of an existing campaign to use as the starting point for a new campaign. This link displays the Campaign Builder page, where you can create the new campaign based on the one you copied.
• Deactivate — Deactivate an automated campaign. Clicking Deactivate stops this campaign from producing messages the next time that it is scheduled to run. Deactivating a campaign does not stop messages that are currently queued up for patients. To stop campaign messages from going out to patients, please contact the CSC from athenaOne > Support > Success Community > Contact Client Support Center.
  
• Delete — Delete a campaign. You can restore a deleted campaign by selecting the Show deleted campaigns option at the bottom of the page, and then clicking Undelete below the name of the deleted campaign. Deleting a campaign does not stop it from making calls. To stop calls associated with a deleted campaign, you must deactivate the campaign or enter an expiration (end) date for the campaign.
• Edit — You can edit the campaign's contact methods, instructional messages, and calling window. This link displays the Campaign Builder page, where you can edit the campaign.
• Restart — Run a campaign again. This link is available for campaigns that have a status of Completed.
• Run Activity Report — Run a report that shows the number of messages that the campaign has sent. This link displays the Patient Communication Activity report and preselects the campaign in the Campaigns filter.
• Run Outcomes report — Run a report that shows the number of appointments and the amount of revenue generated from this population health campaign. This link appears for completed, single-instance population health campaigns.
• View Details — Display information about the standard or custom campaign, including the departments configured to use the campaign; the phone, email, and text messages sent to patients; and the schedule for the campaign.

If you need to stop messages that are already going out to patients today, please call the Client Support Center from athenaOne > Support > Success Community > Contact Client Support Center. The CSC can provide assistance to stop today's messages and all associated retries.

Campaigns sorted by tab

 

Campaigns on the Campaign Library page are listed on the following tabs:

• Standard
• Population Health
• Health Awareness
• Custom
• Legacy (that is, campaigns created in remindercall.us)

Click any tab to see the campaigns of that type.

Note: To view and run population health and health awareness campaigns, your practice must use the athenaClinicals service, as well as the athenaCommunicator service.

 

Campaign statuses

 

The Campaign Library page displays the status of each campaign. The campaign statuses are:

• Active — The campaign is active and will send messages to your patients when they meet the campaign criteria (patient filters, patient list, start/end date, etc.).
• Cancelled — The campaign was cancelled before it finished sending messages to all patients and is not actively sending messages. This campaign status is available only for custom single-instance campaigns.
• Completed — The campaign has been completed. If the campaign has sent messages, you see the number of messages sent. If the campaign has never sent messages, you see this message: "This campaign has never sent scheduled messages."
• Deactivated — The campaign has been deactivated and is not actively sending messages. You can reactivate a deactivated campaign by clicking Activate. This campaign status is available only for automated campaigns.
• In progress — The campaign was saved as a draft ("work in progress") and is not actively sending messages (click Continue campaign creation to finish creating the campaign).

GroupCall calling time restrictions

 

To prevent automated messaging at inconvenient times (for example, 3:00 a.m.), GroupCall restricts calls and messages to these hours, local time:

• Weather — 7:00 a.m. to 8:00 p.m.
• Cancellation — 7:00 a.m. to 8:00 p.m.
• No Show — 10:00 a.m. to 8:00 p.m.
• Ticklers — 10:00 a.m. to 8:00 p.m.
• Custom — 10:00 a.m. to 8:00 p.m.

 

Call and messaging holidays

 

athenaCommunicator services do not place phone calls of any kind on the following holidays. Calls scheduled for these holidays go out one calling day earlier, based on the practice settings for calling days:

• New Year's Day
• Memorial Day
• Independence Day (July 4th)
• Labor Day
• Thanksgiving Day
• Christmas Eve
• Christmas Day
• New Year's Eve

For ReminderCall, GroupCall, ResultsCall, and Self-Pay reminders, the calling system adds a day to the calling window for the day before a holiday.

 

Email and text messages

For the holidays listed above, athenaCommunicator services send email and SMS text messages except for these GroupCall campaigns:

• Immediate Cancellation
• Weather
• Same-day custom campaigns

If messages for these campaigns are configured to be sent on the holiday (or after the message window closes on the day before the holiday), email and text messages are not sent until the next (non-holiday) business day.

Note: For more information about message windows, see Message Windows for athenaCommunicator Automated Messages.

 

Self-Pay Reminders and Bank Holidays:

For Self-Pay reminders, athenaCommunicator observes bank holidays, and on the following days, we do not send any Self-Pay reminders (calls, emails, or text messages):

• Martin Luther King Day

• President's Day

• Juneteenth

• Columbus Day (Indigenous People's Day)

• Veteran's Day

Messages scheduled for bank holidays go out one day earlier, based on the practice settings for message days.

 

Outcomes Report for population health campaigns

 

The Outcomes Report is available for every completed, single-instance population health campaign (you can find this report on the Population Health tab of the Campaign Library). This report displays the results and performance of the campaign, including the number of appointments scheduled as a result of the campaign, how many patients you reached, and the demographics of those patients.

 

You can use the information from the Outcomes Report to determine each campaign's relative effectiveness in increasing schedule density and generating revenue. The Outcomes Report also includes a table view with detailed metrics about the population health campaign. You can export the table view as a .csv file.

Note: Use the Patient Communication Activity report to learn how many total patients were contacted by the population health campaigns that you ran.

 

Contents of the Outcomes Report for a population health campaign

 

The Outcomes Report is divided into several sections.

• Appointments section — This section displays the following information:
  • Number of patients who scheduled any appointment within 14 days of receiving messages from the campaign (this number includes appointments not tied to the population health campaign)
  • Percentage and number of patients who scheduled an appointment on the Patient Portal as a result of the campaign
  • Percentage and number of patients who requested an appointment on the Patient Portal as a result of the campaign
• Revenue section — Using the revenue estimation tool, you can enter an estimated cost for the procedure associated with the campaign to see the projected and scheduled revenue totals.
  • Projected revenue is calculated by multiplying the procedure cost by the number of patients included in the campaign.
  • Scheduled revenue is calculated by multiplying the procedure cost by the number of patients included in the campaign who have scheduled appointments.
• Patients in Campaign section — This section displays the following information:
  • Total number of patients included in the campaign
  • Percentage and number of patients who were contacted successfully
  • Percentage and number of patients who were contacted by phone, email, and text message
• Patient Demographics section — This section displays the following information:
  • Percentage and number of female and male patients in the campaign
  • Average patient age
  • Average number of days since last visit