Remedly has a robust marketing module which brings together various functionalities to provide a cohesive marketing experience for your practice. Our marketing tools allow all communications to be viewed by the patient via the patient portal for HIPAA-compliance.
In this article you will learn how to:
- Manage your leads for new patients
- Create email lists
- Filter your email lists to target recipients
- Develop campaigns for patient engagement
- Offer specials to your patients
- Manage specials which have been claimed
- Offer birthday specials
- Pull reports for alternative marketing platforms
> View Video Below<
Current Leads
Remedly’s Current Leads functionality allows practices to easily navigate through Leads and convert them into patients. When you embed the Contact Us input fields into your website using your unique URL (https://app.remedly.com/contact-us/xxxxx) substituting your Patient Invitation Code for xxxxx), the data submission from the input fields generates a new Lead in Remedly.
New Leads generate a dashboard notification for all staff to ensure the Lead is responded to. The Lead can also be assigned to a staff member, after which the Lead only displays on that person’s dashboard.
From the Scheduler, your Current Leads can be managed either through the link in the left hand column:
or through the Current Leads icon at the top right corner:
Leads get converted into Patients when their first appointment is scheduled. To convert a Lead into a Patient, open up a new appointment and type in the Lead’s name in the search bar. You will see a “LEAD:” in front of their name. Once the appointment is created that Lead gets converted into a patient.
Lists
Remedly’s List functionality provides practices with an easy way to access patient emails to send out targeted campaigns and marketing materials. To access lists go to Marketing -> Lists.
Let’s walk through the various functionality contained within the Lists:
Standard Lists
Remedly provides you with pre-configured lists categorized as follows:
- Patients with Valid Emails - patients have accessed the patient portal
- Patients without Emails - patients who have no email address associated with their account
- Patients with Invalid Emails - patients who have been sent an email which bounced back
- Patients who Opted Out of Campaigns - patients who have asked to be removed from future email communications
- Patients with Unvalidated Emails - patients who have not accessed the patient portal.
Note: patients who have been added to the database as part of a bulk data upload do not receive the patient portal invitation email. For more information on how to introduce these patients to the patient portal, please read more at Promoting the Patient Portal to Imported Patient Accounts.
Note: In order to use Mailchimp to validate your emails, you must create a paid account with Mailchimp if you don't already have one. The integration will not work with a free Mailchimp account. With your Mailchimp account, click the Validate Email button on the Unvalidated Emails page and login into your Mailchimp account. This will activate the unvalidated emails to be sent in tranches, so it may take several days to send all validation emails depending on the volume. Alternatively, you can Export the list of Unvalidated Emails and contact these patients directly using directions provided in this article: Promoting the Patient Portal to Imported Patient Accounts.
- Leads - prospective patients who have reached out to your practice
Custom Lists
You can also develop your email list using patient activity reports in order to target your patients based on their Remedly activity.
Navigate to Patient Activity reports and select the data you would like to capture.
For example, if you want to target patients who have missed their repeat treatment interval, use the Patients Due for Treatment report for the preferred treatment. When the report is generated, you can Select All then use the Create email list button to generate your custom list.
Name your custom list and click Save.
Once you name your list, ideally including the date, it will be available to you under Custom Lists.
Filters
The Filters section allows you to further refine your target audience for your marketing campaigns, promotions, or specials.
Navigate to the Filter section of the marketing module.
In order to create a new filter click New Filter button.
Name your filter.
Then select the +New Condition button to further target your audience, adding as many conditions as needed.
It's possible to choose several conditions.
After selecting the conditions for your filter, you can click Preview to see which of your patients are being pulled into the report.
By clicking Save, you will then be able to view this filter at any time from the Filters section of the Marketing module.
You can also export this custom list into a CSV by clicking the ‘Export’ button at the top.
Campaigns
Once you have developed your lists and your filters, you are ready to combine them into a marketing campaign.
To get to the Campaigns, go to Marketing -> Campaigns.
After that follow the steps below:
1. Select the + New Campaign button and name your campaign. Then click Start.
2. You can identify which list of emails you’d like to use and which filter you’d like to apply to the email list to further refine your target audience, then click Next.
3. Your Subject will be displayed when the recipient opens your campaign in the patient portal for HIPAA compliance.
4. After selecting your target audience, you have options for designing your email layout, with your practice name and contact information auto-loading at the bottom. You can also insert images and media.
Note: if your campaign involves discounted pricing for treatments or products, follow the instructions below for using the Add Specials button during the design phase.
5. Create the campaign template using our formatting tools.
5. Review all of the relevant information in your campaign for accuracy before selecting Confirm which will send the campaign email to the selected patients.
The patient will be able to see the marketing campaign contents directly in the email as well as in the patient portal.
Note: The special can be claimed only via the patient portal. If the patient clicks on the Get Special button within the email, they'll be redirected to the patient portal for further steps.
Patients Unsubscribing from the Marketing Emails
Patients can block receiving marketing emails using the following options:
1. From a marketing email
Patients can unsubscribe from Marketing Campaigns by clicking the Unsubscribe from Marketing Campaigns link in the email.
The patient will be added to the list of Patients Who Opted Out of Campaigns and will stop receiving marketing emails.
2. From the Opt-out option in the Patient Portal -> Account Preferences.
Then the patient needs to uncheck the first checkbox and click Save.
To see the list of all patients who deselected the checkbox "I would like to receive occasional emails from Bay Area Plastic Surgery containing educational materials and/or special offers" you can generate a report in Main Menu -> Reports-> Patient Categories.
Select Unsubscribed in the dropdown list.
View Campaign Statistics
Once your campaign has been sent, you can track its impact, duplicate it for quicker campaign creation, and archive it.
It is also possible to view campaign statistics in Marketing -> Campaigns.
You will see how many patients opened the campaign via the patient portal, via email and/or claimed the special.
Note: Statistics show where the patients opened the campaign for the first time (from email or from the patient portal). If the patient views the campaign for the first time via email, and then views the campaign through the patient portal, then it will be reflected in the statistics only 1 time, as viewed via patient portal.
Specials
Specials allow you to make a special offer for patients such as a birthday discount.
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Specials can be added for birthdays and campaigns.
If your campaign involves offering a special deal on either treatments or products and you would like to track the request for and usage of this special deal within Remedly, you can easily create this offering using the Add Special button in the design phase.
You can build your Special by selecting the desired Treatment or Product, applying either a percentage or fixed price discount, and choosing an expiration date. When you are ready, click Add Special.
In the patient portal, your patient can either claim the special or advise you if they are not interested.
In Specials you can track the success of your Special campaign.
Note: once created and sent, a Special cannot be edited. You can archive the Specials you no longer intend to offer and create new Specials as needed.
Manage Claimed Specials
You can turn on dashboard notifications to be notified every time a patient claims a special.
To do this go to Practice Account -> User Accounts.
Choose a provider/staff member who needs to keep an eye on notifications and click Edit.
In Dashboard Notifications section of Global Permissions turn Claimed Special on.
Then every time a patient claims a Special, a dashboard notification will appear.
Using Manage Claimed Specials, you can assign a staff member to the special, alert the patient to redeem their expiring special or schedule the patient for treatment.
Offer Birthday Specials
You can send Birthday Specials and even target your audience using your filters. Birthday Specials are sent the first day of the patient’s birth month. You can access them from Marketing -> Specials.
Birthday Specials are configured the same as Specials and include the filter option to target your audience. Click Add New Special.
Choose a treatment or a product, discount, expiration date and, optionally, add a filter.
An expiration date can be applied to the birthday special during its creation. If the expiration date is set to the minimum allowed, which is 1 month, then the patient will have 1 month after delivery date to claim the special. When you are ready, click Save Special.
The special will be visible in the list of Birthday specials.
On the first day of the birth month, the patient will receive an email informing them that a birthday special is waiting in their patient portal.
The birthday special will also appear in the patient portal in the Specials section.
If patients are interested, they can claim the offer by clicking the blue button.
Birthday Special for an Appointment
If the special was created for an appointment, when patients claim it, they'll be offered 2 options:
1. To Request an appointment now
2. To Request an appointment later
By claiming an appointment now, the patient will see a message, that the practice will contact them regarding their claimed special.
You, as a practice, will get a dashboard notification informing you about the patient's desire to use the offer.
If the patient chose the appointment later, they'll be asked to request an appointment within a limited period of time before the offer expires.
On the practice side, you'll again be notified with a dashboard notification that the patient wants to utilize the offer.
In order to dismiss the notification, click on the icon with a cross and the notification will disappear.
In order to take action on the claimed special, click on the Manage button.
You'll be taken to a Manage Claimed Specials window, where you can see the following:
1. When the special was claimed
2. When the special expires
3. The name of the patient and their phone number
4. What appointment the special is about and what is the discount
You can take the following actions with the claimed special:
1. Assign it to a staff member. It means that the notification will disappear from everybody's dashboards and will be visible only on the dashboard of the selected staff member.
2. Archive the special
3. Alert the patient of expiring special
If you do so, the system will send out an email, warning the patient that their special will expire soon.
4. Schedule an appointment with the patient
When you click Schedule you'll be redirected to the calendar where you need to select an open time slot. When you click on the time slot, all the fields will be prefilled for you. All you need to do is just to select the duration of the appointment and save it.
The appointment will appear in the calendar.
When the patient has received the treatment, go to the appointment and click Create invoice.
The discount will already be applied to the invoice, so you'll just need to Create Invoice or Create Invoice & Record Payment.
Birthday Special for a Gift Card Discount
For a patient to redeem the special for a certain % off the gift card they need to click Pick it up at the office.
They'll receive a message with the deadline on when they need to collect the gift card with the discount.
You, as a practice, will get a dashboard notification saying that the patient has claimed the special.
Click Manage to take action on patient request.
You'll see the Manage Claimed Specials window, where you can see the following information:
1. When the special was claimed
2. When the special expires
3. Who claimed the special and how to contact them (If the information is in the system)
4. Details of the special
You can take the following actions:
1. Assign it to a staff member. In this case, the notification will disappear from everybody's dashboards and will be visible only on the dashboard of the selected staff member.
2. Archive the special
3. Alert the patient of expiring special
The system will send out an email reminding the patient to come for their claimed special.
4. Invoice the special
By clicking Invoice, the system will redirect you to the invoicing window to create an invoice for a gift card.
The discount will automatically apply to the invoice. All you need to do is just to Create Invoice or Create Invoice & Record Payment.
Note: The gift card will only appear in the individual patient history If the invoice was paid for.
Using Alternative Marketing Platforms
If you prefer to use an external marketing platform to deliver your campaigns, we suggest exporting your patient email list using Patient Category Reports.
Go to Main Menu -> Reports -> Patient Categories.
Choose necessary report or just select Search all patients and download the email of all the patients at your practice.
Once the report is generated, you'll be able to Print a PDF version of it or Generate CSV.
Video
Content Timelines per Minute:
00:00 - 01:05 - Introduction
01:06 - 05:30 - Current Leads functionality
05:31 - 07:00 - Converting a lead to a patient
07:01 - 08:44 - Lists functionality. Types of lists
08:45 - 11:27 - Creating a custom list with the help of a report
11:28 - 11:52 - Filters functionality
11:53 - 13:23 - Creating a new filter
13:24 - 14:03 - Export a filter as a PDF or a CSV
14:04 - 19:32 - Creating a marketing campaign
19:26 - 22:16 - Using specials in marketing campaigns
22:17 - 23:07 - Switching on a dashboard notification for claimed specials
23:08 - 23:45 - Managing claimed specials
23:46 - 25:10 - Birthday specials
25:11 - 26:13 - Generating an email list for alternative marketing platforms