The Patient Experience now has a Messaging Center, located in the upper righthand corner of the page near the language drop-down. This is what you can expect it to look like:
The default state of the messaging center will be ‘open’ at login so that important messages are not missed by patients. In order to close the message, a user would need to click anywhere on the page.
The message center icon will have a red number indicator with a number of new messages displayed on it to alert the user if they have communications to pay attention to.
There are three message types:
- Informational – which makes the user aware of opportunities to better manage their account (i.e. pictured above)
- Alerts – which will make the user aware of the situations when an urgent action is needed – i.e. a missed payment, or a declined card, etc. (see below for examples)
- Confirmations – which will be displayed to notify users of payment commitments
Here are two examples of each the Informational and Alert type messages:
Note: all messages are tailored to match provider’s functionality
|
Message Name |
Description |
Message Category |
|
Bill(s) outside of PP |
Displayed to patients who have a PP, but receive new bill(s) not on PP* |
Informational |
|
Convert to Auto Pay |
Displayed to patients who have a Manual PP to motivate them to convert to Auto Pay |
Informational |
|
Prompt Payment Discount |
Sent to patients of the providers who participate in the prompt pay discount program |
Informational |
|
Scheduled payment |
Displayed to patients who have set up a payment with a future date |
Confirmation |
|
Failed payment |
Displayed to patients whose payment failed |
Alert |
|
Account status: Overdue |
Displayed to patients whose bill(s) are overdue |
Alert |
|
Account status: Collection |
Displayed to patients whose bill(s) may go to a collection agency |
Alert |
If the patient has a missed payment on their Payment Plan, the message will let them know how many missed payments are on their payment plan as well as the total amount due. The “Make a Payment” button for this message will take the patient to the payment page. This will look like the following:
In addition to an alert in the Message Center, the patient will also receive an email notification about a new balance that is not on a Simplee Payment Plan.
The format of this email will follow each provider’s email format: if patients are able to edit payment plan – they will receive the notification below. If they need to call a provider to modify their payment plan, they would get an email that suggests they call the provider.
