Overview of our patient engagement platform deployed to support patient journey's for chronic illness patients, enhanced communications between practices, providers and patients.

1. 1
Efficient, simple communication hub add-on for
PM / EHR solution providers.

2. Communications are fundamental in creating patient
experiences that meet consumer-based expectations of
effectiveness, convenience, efficiency, and
transparency.
Younger consumers of healthcare services are
dissatisfied with many aspects of traditional care.
2
90% OF ALL SMS MESSAGES
Are read within 3 minutes
3
THE OPEN RATE OF SMS IS 98%
Compared with 22% of emails
89% OF CONSUMERS
Prefer to communicate with
businesses via SMS
90% OF CONSUMERS
Say video content is helpful in the
decision process
SilentBaby BoomersGen XersGen Z Millennials
SOURCE: Accenture
2019 Digital Health
Consumer Survey –
US Results
Responsiveness to follow-up questions
outside the appointments (via email or
phone)
24%
15%
12%
11%
10%
Wait time and speed of appointment
18%
21%
18%
13%
6%
Effectiveness of the treatment
32%
12%
5%
4%
5%
Transparency about care (e.g., what test
will be conducted, and why
23%
13%
9%
9%
3%
Convenience of the appointment times
15%
16%
8%
6%
5%
Efficient operations (e.g., e-billing, etc.)
18%
16%
11%
8%
5%
Subset of areas of dissatisfaction by age group:

3. The Rise of Digital Patient Engagement
Consumers of healthcare services will increasingly choose medical providers who offer
digital capabilities and support
Educate Me
with relevant information
Engage Me
with a clear path to healing
Empower Me
with the proper tools
Partner with Me
to be successful
Support Me
in my digital life

4. SmartStory is your partner to provide a smarter,
easier, faster communication hub for delivering
personalized digital engagement solutions at high-value
opportunities.
Ultimately, making the right connection in the moments
moments that matter most.

5. Workflow is at the core of our communication hub
It’s what enables the orchestration of effective, convenient, efficient and
transparent patient experiences
5

6. DATA SET - New Patient Registration
Patient Name: DANIEL RIDER
Diagnosis Code: IDC-9-CM 340
Birthdate: 3/24/1977
Gender: MALE
Geo-location: ALLISON PARK, PA
Regimen ID: HIV
Physician: DR. KENNETH WRIGHT
Insurer: CVS
Practice Location: HYDE PARK
Appointment Date: 6/16/2020
Appointment Time: 3:15pm
Mobile Number: 291-889-1233
Email Address: DWRIGHT@GMAIL.COM
Taking the complex and making it simple
SmartStory scales unique patient experiences across channels with auto populated content
based on patient data and design configurations
RULES
THEMES
TEMPLATES
ASSETS

7. DATA SET - New Patient Registration
Patient Name: DANIEL RIDER
Diagnosis Code: IDC-9-CM 340
Birthdate: 3/24/1977
Gender: MALE
Geo-location: ALLISON PARK, PA
Regimen ID: HIV
Physician: DR. KENNETH WRIGHT
Insurer: CVS
Practice Location: HYDE PARK
Appointment Date: 6/16/2020
Appointment Time: 3:15pm
Mobile Number: 291-889-1233
Email Address: DWRIGHT@GMAIL.COM
Taking the complex and making it simple
SmartStory scales unique patient experiences across channels with auto populated content
based on patient data and design configurations
RULES
THEMES
TEMPLATES
ASSETS

8. Keyword Text In
Patient texts keyword & replies with
name to confirm check in.
Registration SmartPage
Patient completes New Patient
Registration form.
OCR Card Capture
Patient captures insurance information
by taking a picture of their insurance
card
Registration Link
Patient receives link to HIPAA secure
New Patient Registration form.
Parking Lot Patient Check-In Experience
Remote check-in with link to new patient registration

9. Parking Lot Patient Check-In Experience
Registration confirmation and provider ready notification
Provider Ready Notification
Patient receives notification when
provider is ready.
Confirmation & Opt-In
Patient receives registration
confirmation with opt-in for patient
education program

10. Welcome and vCard
Patient receives link to first SmartPage
and vCard to save practice information.
Patient Engagement Follow-Up Experience
Patient education with virtual consult promotion
Educational SmartPage
Patient consumes videos and content
curated specifically for their condition.
Virtual Consult Promo
Patient receives a short promotional
video via MMS to register for virtual
consultations
Long-Term Engagement
Patient continues to receive personalized
educational content over days, weeks, or
months.
Why adherence matters Dealing with
discouragement
Resources for
encouragement
Healthy
habits

11. Appt. Scheduling SmartPage
Patient schedules phone call
appointment using SmartPage
scheduler.
SMS Request to Schedule
Patient receives text message with
request to schedule and phone call and
link to SmartPage.
Appointment Scheduling via Text
Text message with link to appointment scheduler SmartPage
Confirmation with vCard
Patient receives confirmation message
with vCard.
Appt. Reminder
Patient receives appointment reminder
via text the day of scheduled phone
call.

12. SMS Balance Reminder
Patient receives text message with
balance reminder, link to pay now and
link to secure chat.
Balance Reminder Chatbot
Outbound text message reminder connecting patient to a secure chat
Patient opts to join secure chat
session. Chatbot knows it’s Dan based
on his mobile number.
Chatbot Session Initiated
Hi Dan, I am a bot that can answer your
questions about your balance due. What
can I help you with?
Insurance Coverage Payment Options
Trouble Accessing Account Online
Bill Summary
Payment Options
Great, here’s some of the options
we have available.
Chatbot funnels Dan into the right
pathway and offers several common
actions / next steps for him to pay his
bill.
Chatbot Recommendations
Payment Plan
A payment plan is a quick and
simple no-interest healthcare
payment option that allows you to
set up affordable monthly
payments.
Payment Plan
Pay by Phone
Payment made easy. Click the
button below to be connected to a
live representative.
Call 202-890-3434
Pay Online
Payment made easy. Click the
link below to proceed to a secure
online payment gateway..
Click to Pay Online
Set Up Payment Plan
Chatbot collects authorization to
proceed with an official request for a
Payment Plan.
Chatbot Call-To-Action
Based on the account balance due, you are
eligible for the following payment options:
2 Installments of $601.07
3 Installments of $400.71
3 Installments
Ok great, a request for a payment plan is
ready to be submitted. Would you like to
proceed?
Proceed Cancel
Yes please proceed!

13. Chatbot Confirmation
Chatbot provides details for what Dan
can expect next. Chat session ends.
Ok Dan you’re request for a payment
plan has been submitted. You will
receive an email confirmation shortly.
A team member will review and respond
to your request within 3 business days
via email.
Is there anything else we can
help you with?
End
Nope I’m good. Thank you.
Balance Reminder Chatbot
Outbound text message reminder connecting patient to a secure chat

14. 14
Specialty Pharmacy patient engagement
converts to medication adherence and
persistency
Average Videos Viewed per
Session
Average Video
Completion Rate
2.4
85.2%
Average Videos Viewed per
Session
Average Video
Completion Rate
3.7
81.3%
MS patients that received an educational SmartPage
MS patients in a control groupDays Adherent
MS Test Patients were adherent for an additional 103 days
Persistency
Hep C patients that received an educational
SmartPage
Hep C patients in a control group
Hep C Test Patients were over 2% more persistent taking their medications a
prescribed
New Harvoni patient
Healthcare industry average
Open Rate
Click-Through
Rate
60.8%
26.2%
57.5%
16.7%
Harvoni Test Patients were 34.6% more likely to open a SmartStory email
New Harvoni patient
Healthcare industry average
Harvoni Test Patients were 40.8% more likely to click-through as desired
Hep C
MS

15. Practice Management customer ROI Example:
• Average time per communication change reduced by
31.4%
• Lowered transaction fees by 28.6%
• Lowered total annual cost by 31%
15
SmartStory’s communication hub is efficient at transforming patient experiences
• Easier, smarter and faster for increased
profitability
• Lower cost than leading competitors
• Leading edge capabilities for adding new
revenue generating solutions

16. 16
Contextually relevant patient data and the ability to map that to a patient
experience is key to achieving optimal patient outcome improvement
Are your patient communications
timely and relevant? Are you ready
to meet post COVID expectations?
Text ‘ssd10’ to 55455 to see a SmartStory in action.
For more information about how to work with
SmartStory or to schedule a demo to discover our
full capabilities, please contact:
Sam Lersten
saml@smartstory.com
(515) 238-1342