Let’s review which patients can receive Campaigns and how those Campaigns will be delivered to the patient based on their available contact methods and how the Campaign messages were configured. To learn more about how to send Campaigns, click here. 

Eligible Patients

Artera can only send Campaigns to patients that have been added to your Artera Enterprise. These patients can be:

• Verified: Meaning that they have had a past or future appointment in Artera.
• Unverified: Meaning they were either uploaded to Artera through a future appointment load or initial patient load, created in your EMR but do not have a future appointment scheduled, or have an appointment in another Artera Practice.

Note: Patients manually added to Artera will not be eligible to receive a Campaign because they do not have a unique patient ID/MRN. Click here to learn more about Unverified Patients. Only patients who exist somewhere in the Artera Enterprise (not necessarily the Practice from which the Campaign is being sent from) will qualify to receive a Campaign.

If you need to send a Campaign to patients who are not in Artera, complete a Lines & Resources request and follow instructions for Patient Lists for Campaigns. Click here for instructions.

Unverified Patient Considerations

• If you send email Campaigns to patients who are unverified, your staff will not be able to manually email back to respond to any inbound questions.
• If the Campaign was set up to go out securely through text or email, your staff will not be able to respond to the patients using secure messaging.
• The Allow Practices to Message and Search For Any Patient across Enterprise Default Setting must be enabled to use a designated Campaign Practice within your Artera Enterprise. Otherwise, you will not be able to search for patients who received the Campaign but are not verified in the Campaign Practice.  

Campaigns Message Delivery Method

Patient Contact Preferences

Campaigns do not respect EMR-synced contact preferences (text, call, email, or "Do Not Contact"). They also do not respect any preferred phone number type (cell, home, work, etc) or Artera's "Do Not Contact" status.  

They do respect the Artera SMS Consent Status (opt in or opt out), but this only prevents text messages from being sent to the patient.

• If the "Do Not Contact" toggle is enabled on a Patient's Facesheet, then Artera will still attempt to send the patient the Campaign. 
• If a patient has a preference of "text" set in the EMR, but their Artera SMS Consent Status is "opted out", Artera will not send them a text message, but it will try to send them a call or an email based on the delivery hierarchy (see below).
• For Campaigns, it is important to filter your audience based on your EMR's "Do Not Contact" status prior to uploading the patient MRN list to a Campaign.

Just like Triggers, a patient will never receive more than one message per Campaign (unless the Campaign's Audience Source is "Patients with Appointments" and there are patients selected with multiple scheduled appointments.) Click here to learn more. 

Message Delivery Hierarchy

If you select all delivery methods for your Campaign, Artera will follow the below hierarchy to deliver your message:

1. Text
2. Call
3. Email

Patients only receive a call if Artera determines that their phone number cannot receive text messages for some reason (i.e. if the number is a landline or they have opted out of SMS.) Additionally, patients will only receive an email if their phone number is invalid and we have their email on file.

Campaigns Message Delivery

The following tables indicate how the Campaign will be delivered to a patient based on the Campaign's message setup (i.e. does the Campaign include messages for text, call, or email) and the patient’s contact details.

Patient has a cell phone

Patient has a cell phone and email

Patient has cell phone, landline, and email

Patient has landline

Patient has landline and email

Patient has email