Automated Patient Engagement

The Challenge

Several health systems needed to insource their patient engagement workflows for key operational and clinical use cases, including:

• Appointment reminders
• ADT alerts
• Preventive screenings (annual exams, mammograms, colonoscopies)
• Medicare preventive visit reminders
• Care gap resolution
• Early-out notifications
• Collections follow-up

Their existing EMR platforms lacked the ability to design and execute true omni-channel outreach campaigns. They needed a system that could:

• Automate message delivery via email, text, fax, letters, and TTS voice calls
• Trigger campaigns based on specific events (e.g., new encounter, new placement)
• Automatically stop outreach when the goal was met (e.g., appointment scheduled, payment received)
• Operate independently without constant staff monitoring
• Provide full visibility and audit trails within the EMR

In short, they wanted an automated, intelligent communication engine that could scale without adding staff or relying on outsourced vendors.

The Solution

We implemented MessageManager, our automated omni-channel communication platform, to power patient outreach campaigns end-to-end.

Key Capabilities Delivered

1. Multi-Channel Message Delivery

MessageManager automatically delivers outreach through:

• Email
• SMS text
• Fax
• Printed and mailed letters
• Automated voice calls via Text-to-Speech (TTS)

2. Intelligent Sequencing & Campaign Logic

• Outreach is delivered in predefined, configurable sequences.
• Campaigns launch automatically based on system events.
• Campaigns terminate automatically once conditions are met (e.g., patient response, payment, appointment creation).

3. EMR-Integrated Visibility

• Every outreach attempt is logged back into the EMR.
• Clinical and financial teams gain a complete audit trail for compliance and follow-up.
• No operational oversight required — all workflows run autonomously.

This solution allowed health systems to insource their engagement strategy, lower costs, and maintain full control over message content, cadence, and compliance.

Impact / Results

Operational Efficiency

• Reduced staff workload by automating 100% of routine outreach functions.
• Eliminated the need for manual calls, letters, or follow-up tasks.
• “Set-and-forget” campaigns ran hands-free, triggered by real-time system events.

Clinical & Financial Outcomes

• Increased appointment adherence through consistent multi-channel reminders.
• Closed preventive care gaps with targeted outreach.
• Improved early-out and collections performance through uninterrupted campaign sequencing.

Patient Experience

• Patients received communication through their preferred channels, improving engagement and response rates.
• Clear, timely outreach reduced confusion and minimized no-shows and missed screenings.

Organizational Value

• Full visibility into outreach logs improved compliance and documentation quality.
• In-sourced engagement reduced dependency on third-party vendors and costly call centers.
• Scalable model that can support additional campaigns without adding staff.