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February Customer Newsletter

PRODUCT UPDATES

Simplified Secure Message Verification

Accessing Secure Messages is now easier for patients! To view Secure Message content, patients are required to complete verification with personal information, such as their birthdate. We heard you, scrolling calendars are just hard to use! Patients can now enter their birthdate with their keyboard to reduce the time it takes to access and view important care information.

Required Regulatory Migration From Short Code to Unique Enterprise Numbers

To comply with new US carrier regulations, Artera is migrating customers from the Universal Short Code (81906) to Toll-Free-Numbers. Each enterprise will move to a 9-digit number to send Campaigns, Broadcasts, and to use as a fallback number. 

These numbers are unique to your enterprise, making it easy for patients to recognize messages from your practice. No action is required on your behalf, your Customer Success representative will alert your team when your phone line is set to change.

Reduce Language Barriers, Deliver a Better Patient Experience

With 109 language options now supported in the platform, you can reach a wider audience of patients in their preferred language. New languages can be used across Automations, Campaigns, Broadcasts and more. Specific language availability will vary by message type and delivery method. Learn more.

Customers who have enabled additional languages within their automations since release averaged a 5% cancellation rate, meeting the Artera Customer Average.

Important: Languages must be enabled prior to use. Contact your Customer Success representative to initiate the process.

Release Notes & Accessibility Updates

Access our Release Notes Page at any time for the latest details on new features, bug fixes, accessibility updates, and hotfixes.

TIPS, TRICKS & BEST PRACTICES

New User Resources

Tip: Need to send large volume outreach to patients? Hoping to avoid building call and mailing lists? Artera Campaigns can help you to quickly reach up to 30,000 patients at once! Reduce your outbound phone calls and increase efficiency when fast, clear communication is a priority!

Trick: The key to Campaigns is targeting a list of patients using a .csv file. “Column A” of the .csv file should include each patient’s unique identifier. Headers and other patient information should not be included in the file. Please note, the file must be under 500 KB for a successful upload.

Best Practice:  Check out our Campaigns deep-dive 

  • Explore our FREE 30-minute Campaigns course in Artera Academy 
  • Register for a live Campaigns Overview on Wednesday, March 29th at 12 PM PST

USE CASE OF THE MONTH

Promote Safe Communications with Inbound Keywords

Empowering patients to speak their mind with conversational messaging opens communication channels in care, but it may also open the door for them to use inappropriate language. When messages include profanity, or other inappropriate language, alert a supervisor to set expectations with patients or push an automated response that reminds everyone to keep communication community-oriented.

Help guide patients to use safe, appropriate language over SMS with Inbound Keywords. 

  • Support the safety and well-being of staff 
  • Promote community-oriented communication standards 
  • Efficiently address inappropriate language and de-escalate appropriately

Learn about this use case and more in the Use Case Library.

UPCOMING EVENTS & EDUCATION

Q1 2023 Product Update Webinar

Please join us on Thursday, March 16, 2023 at 10:00 AM PT/1:00 PM ET for our next What’s New at Artera: Quarterly Product Update Webinar.

Topics will include:

  • New and upcoming product features and enhancements
  • Introduction to our Innovation programs 
  • Support topics
  • Upcoming educational opportunities

Can’t make it? Register and you’ll receive the recording post-event!

Register now

Artera Product Education Webinars

Join us every Wednesday at 12 PM PT to ensure you are taking full advantage of Artera. To see our full schedule and register for webinars, review our Training Calendar.

STAY IN TOUCH

Our team is here for you. For questions, feedback, or newsletter topic requests, reach out to cxmarketing@wellapp.com. Thanks for reading!