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Echo Summit 2016 Powerpoint final
- 1. Echo Access Automated Communication By: Jennifer Wheeler, Northside Hospital
- 2. 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.
- 3. Why Automate? Registration numbers are high: • Over 14,000 prenatal class registrations per year • Over 1,300 health screen registrations per year The majority of our customers are millennials, and with the high volume, we have no choice but to Automate.
- 4. Types of Automated Communication • Auto Rosters • Confirmation Letters • Caller Letters • Text Messages
- 5. 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.
- 6. 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
- 7. 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.
- 8. 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.
- 9. Rapid Report for Confirmation Letters Click on the wrench
- 10. 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.
- 12. Text Message Reminders • Reminders are set up on the Section Level as a Reminder Email.
- 13. 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.
- 14. 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
- 15. 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.
- 16. Questions? By: Jennifer Wheeler, Northside Hospital
Editor's Notes
- The Northside Hospital system includes: Three Atlanta area not-for-profit hospitals with a total of 852 licensed beds, Northside Hospital-affiliated outpatient centers and medical office buildings, More than 2,500 physicians on staff and more than 13,400 employees, Nearly 2,000,000 patient encounters annually Full-service, acute-care facilities that offer particular expertise in Maternity Services, Women’s Health, Cancer Care, Surgery and Radiology More babies are delivered in our facility than any other hospital in the United States, and sometimes the world, depending on what China is up to.
- We utilize Echo Access for a variety of departments within NSH. The primary use is for MothersFirst, our education department. Northside delivers approximately 17K babies per year, the most in the country, so having a functioning registration system that allows for online registration is essential. We also desired a system that incorporated a physician referral component so that our contact center didn’t have to be switching back and forth between systems when a different type of call came in. In addition we register people for skin and prostate cancer screenings, education classes prior to joint replacements and cardiovascular screens.
- Rosters allow instructors to know who is coming to their class. In the case of screens, it allows them to prepare for interpretation services. For the purpose of MothersFirst classes, the instructors only need the roster the day before their class. For screens I set up a rapid report
- If you need more than one roster you can create another filter to query a different time frame and attach it and the roster listing to a rapid report.
- For example: we attach hyperlinked maps to classes at unusual location, instructions to bring necessary items to a class, pre class slides, etc. We include ours as an attachment rather than in the body because we like to use our logo.
- When adding a confirmation letter that you have associated with a section level you don’t have to include the listing in the rapid report, if in the wrench you check the “class confirmation Letters box”. After doing this click on the clock and tell it how often you want the letters to go out. They do not go out automatically after every registration.
- Texts are created in the Reporter as a letter
- Then added as a reminder letter on the section level