Communication and Engagement AutomationsPurpose
1.2. Automates reminders, appointment confirmations, post-visit instructions, lab requests, and responses, enabling seamless, consistent engagement across all channels without manual intervention.
1.3. Enhances compliance with healthcare regulations while automating tracking, logging, and reporting of all communication touchpoints.
1.4. Automator supports escalation logic: automatically switches channel if initial contact fails, thus maximizing contact rates.
1.5. Enables two-way automated communication flows with patient and care team, reducing delays in responses and manual data transfer.
Trigger Conditions
2.2. Lab results availability or prescription readiness triggered in EMR system.
2.3. Patient-initiated contact across any channel (phone, SMS, email).
2.4. Scheduled patient follow-ups, no-show detection, or required periodic check-ins.
2.5. Automatable queries from referral partners or insurance.
Platform Variants
3.1. Twilio (SMS, phone, and programmable voice)
• Feature/Setting: Use Programmable SMS API for sending/receiving appointment reminders/confirmations; Voice API for automated call flows; sample: configure messaging service, webhook to automation endpoint, and call flows using Studio Flow.
3.2. Vonage (Nexmo)
• Feature/Setting: SMS API for automated text messaging; Voice API for IVR; sample: provision a virtual number, webhook to automate SMS triggers, define TTS/IVR flow.
3.3. Plivo
• Feature/Setting: SMS automation via Message API, voice automator using Call API; sample: use auto-responder script and HTTP callbacks for contact updates.
3.4. RingCentral
• Feature/Setting: Phone, SMS, and fax API, automates syncing missed call triggers with email/SMS notifications; configure via RingCentral webhook events.
3.5. SendGrid
• Feature/Setting: Email API for transactional templates, automate instructions & lab results delivery; set up automated triggers using dynamic templates & inbound parse webhook.
3.6. Mailgun
• Feature/Setting: Automates appointment and pre/post-visit email; use Routes to direct replies and Events API for status tracking.
3.7. Amazon SES
• Feature/Setting: Programmatic sending of bulk healthcare updates and labs; automate via SMTP/SES API, set up event notifications for delivery/failure.
3.8. Google Workspace (Gmail API)
• Feature/Setting: Automate secure email sending, labeling, and threading of patient correspondence; configure via OAuth and automated templates.
3.9. Microsoft Graph (Outlook Email & Calendar)
• Feature/Setting: Automates sending of calendar invites, appointment summaries, secure messages to patients; configure using Graph API sendMail and createEvent actions.
3.10. MessageBird
• Feature/Setting: Omnichannel automation (SMS, Voice, Email); use Flow Builder to automate notification & reminders across channels.
3.11. WhatsApp Business API
• Feature/Setting: Automates appointment confirmations and reminders via chat; integrate with business management backend for trigger automation.
3.12. Slack
• Feature/Setting: Automates internal message routing; use Incoming Webhooks for care team alerts, automate escalation if not acknowledged.
3.13. PagerDuty
• Feature/Setting: Automates notification escalation on critical patient alerts; webhook APIs push SMS, email, or call depending on workflow.
3.14. Freshdesk (Omnichannel)
• Feature/Setting: Automates ticket creation via email/SMS/voice triggers; configure scenario automations to notify team and send status updates to patients.
3.15. Intercom
• Feature/Setting: Automates outbound messaging, appointment reminders and care instructions via email or SMS; configure custom bot workflows for conversation triggers.
3.16. Aircall
• Feature/Setting: Automates inbound call routing, voicemail-to-email, SMS follow-ups; configure via webhook triggers and automator API.
3.17. Salesforce Health Cloud
• Feature/Setting: Automates contact and case updates using Omni-Channel and Email/SMS integration; set up process builder or flow automations.
3.18. HubSpot
• Feature/Setting: Automates patient contact workflows; trigger communications using workflow automations for email/SMS, integrate with phone systems.
3.19. Zocdoc
• Feature/Setting: Automates appointment reminders, confirmations, & follow-ups; configure webhook for appointment changes/trigger in communication workflow.
3.20. CallRail
• Feature/Setting: Tracks and automates call/SMS follow-ups; set up automation rules for missed or completed calls, webhook SMS.
3.21. MedBridge
• Feature/Setting: Automates delivery of patient education materials via email/SMS upon trigger—for lab results or appointments.
3.22. Jive PBX (LogMeIn)
• Feature/Setting: Automates voicemail-to-email service, call routing, missed call SMS; set up auto attendant flows.
Benefits
4.2. Automator reduces human error and delays by systematizing contact flows.
4.3. Increases patient engagement through automated, personalized communication at each touchpoint.
4.4. Improves operational efficiency and staff productivity via automation of repetitive messaging and escalation routines.
4.5. Enhances regulatory compliance with automated logs and consent-enabled communications.
4.6. Supports automatable, robust failover: if one channel is unreachable, the automator retries alternative modes.
4.7. Patient satisfaction rises due to faster, consistent, and reliable automated communication.