Bi-Directional Text Message enables Practices to send and receive secure text messages from patients. This HIPAA-compliant feature is available for all Practices across the US and Canada.
You can reduce the time spent answering the phone calls, communicate with patients without a PHR account, store records of the past conversations, delegate, and track the tasks using the feature.
In addition, subscribing to the Bi-Directional Text feature enables you to use the Automated Booking Assistant, which allows Patients to confirm, reschedule, or cancel their appointments by text message.
Let's find out how to:
You need to subscribe to the 'Text/Voice Notifications' add-on if not done already. Then follow the steps below to enable the Bi-Directional Text feature.
This enables the Bi-Directional text feature for your account. From then on, the selected phone number delivers all the automated text messages (appointment reminders, billing updates, etc.) from your account to the patient, and they can send reply messages to the same number.
You can also post this phone number on your website and inform the patients to contact you just by sending a text to that number.
You can start messaging the patients soon after enabling the Bi-Directional Text feature. Here are the steps to send a text message to a patient.
You can use the Secured Message option if the message contains PHI. Follow the steps below to send a secured message.
When you send a secure message, patients do not get the actual message content as part of the text. Instead, they get a secure link in the text. They can click on the link, enter the OTP and confirm their date of birth to view the message.The OTP is valid for two hours. After that, patients can use the 'Resend' link to get a new OTP.
Patients can view all the previous messages sent and received in chronological order and reply to the message securely from this view. A 'Lock' icon indicates secured messages sent/received for Practice reference.
You can use the Plain text option if the message does NOT contain PHI. Follow the steps below to send a plain text message.
When you send a plain text message, patients get the message content as part of the text and can reply to you by text.
In addition, you can also access the text messages sent/received to/from a patient from the Patient Dashboard > Messages > Text Messages section.
Note: You have to enable the Text Notification option under the Patient Demographics > Patient Preferences section to message patients.
You can view all the text messages sent by patients to your practice number from the Messages > Text Messages > All section. The default view lists all the pending messages that are not assigned to any members.
If you have multiple facilities in your Charm account, you can filter the messages by facility. Click on the 'Filter' icon to sort incoming messages based on your preferences. You can also use the filter icon to filter the messages by different criteria.
Clicking on the message preview from the left pane opens the entire message on the right pane.
The pending message count is also shown next to the 'All' tab for your reference.This ensures that the pending messages from patients are not left unattended.
The count displayed against the 'All' tab gets reduced when you process the messages. You can do either of the three actions below to process a message.
You can reply to the patient message using the message box at the bottom of the right pane.
Once replied, you can click on the 'More Options' icon and select the 'Mark as Complete' option. This changes the status of the message as completed and reduces the pending message count.
If the message requires action from a member in your practice, you can assign it to them by following the steps below:
Members can view the messages assigned to them from their Charm account and act on them. Once done, they can mark the status of the message as completed.
A Red or Green Clock icon represents the task completion status. A red clock indicates a pending message, whereas green indicates a completed message.
You can delete messages that don't need an action using the 'Delete' option under the 'Menu' icon. The delete action does not delete the message. Instead, the status gets updated as 'Deleted', and the pending message count gets reduced.
Click on the 'Star' icon below the message to bookmark it for later reference. You can use the Starred filter option to view all your bookmarked messages.
By default, the latest message received from the patient is shown on the message conversation view. You can click the 'View full conversation' button at the bottom to view past messages sent/received to/from the patient. You can scroll the message window to view the entire patient conversation in a chronological order.
You can also view the entire conversation from the Patient Dashboard > Messages section as well.
The Practice Admin and members with the required role privileges can access and manage the Bi-Directional text feature. The Admin can grant the role privileges using the below steps:
Selecting All Messages allows members to:
Selecting Only Assigned Messages allows members to:
Members receive a sound or pop-up notification within their Charm account whenever a new message is received from the patient.
Members can turn-off this notification from the Settings > Messages > My Preferences section if required.