In addition to e-mail reminders, free text reminders and paid text reminder (SMS text) Therabill also offers telephone automated voice reminders. Phone automated voice reminders are an add on service at 25 cents per phone call sent. This 25 cent fee is charged per phone call sent, regardless of whether the recipient listens to the phone call or responds to it.
Using automated reminders has been shown to reduce no show appointments by up to 10%. Using automated reminders can actually make you money!
IMPORTANT: Phone reminders are batched and sent by Therabill at 5:00PM Central Standard Time for phone reminders sent prior to the date of service. The session must be scheduled in your Therabill calendar prior to this batching time in order for the phone reminder to be sent. For same day phone reminders, please see Limitations below.
What is a phone automated voice reminder?
An automated voice reminder will dial the phone number that you specify for a client to remind them of an upcoming session (visit). The recipient of the phone call will hear an automated voice reminding them of the appointment. They will also have the ability to press 1 to confirm that they will be attending the therapy session or to press 2 to let you know that they will not be able to attend the therapy session (to turn this option off, please see: Turn off option to cancel session from reminders and client portal). Below is the transcript of what the recipient will hear (in an automated voice).
Recipient picks up the phone.
Automated Voice: <Your business name> would like to remind you of your upcoming appointment on <date of service> at <session start time>. Please press 1 to confirm that you will be attending this appointment with <your business name> on <date of service> at <session start time>. Please press 2 to indicate that you will not be able to attend this appointment that you have scheduled on <date of service> at <session start time>.
Recipient presses 1
Automated Voice: Thank you. We will mark your appointment scheduled on <date of service> at <session start time> as confirmed and will let <your business name> know that you will be attending. We look forward to seeing you at your appointment Have a nice day and goodbye.
If the recipient presses 1, then the session will be marked as patient confirmed within Therabill. Patient confirmed sessions will have a green border on your Therabill dashboard schedule. Therabill does not send you an e-mail for patient reminder confirmations by default, as this could result in a lot of e-mails being sent to your inbox. If you would like to have Therabill send you an e-mail when a patient confirms that they will attend through the patient reminder, please see: Receive Confirmation E-mail for Patient Reminders.
Recipient presses 2
Automated Voice: Thank you. We will send an e-mail to let <your business name> know that you will not be making the appointment scheduled on <date of service> at <session start time>. However, this automated response should not be treated as a cancellation. You should call <your business name> to let them know that you will not make your appointment as soon as possible to allow them time to change their schedules. Have a nice day and goodbye.
If the recipient presses 2, then an automated e-mail will be sent to the e-mail address that you have on file with Therabill to let you know that the recipient has indicated that they will not be showing up for the appointment. In addition, the session will be marked as patient cancelled within Therabill. Patient cancelled sessions will have a red border on your Therabill dashboard schedule.
It is an automated voice!
The automated voice is performed using text to speech software. It is not perfect and it may not pronounce your name perfectly.
Therabill will not call the same phone number for a patient more than one time in a day.
We don't want to get on your patients nerves. If you set up more than one phone reminder for a patient and this results in more than one phone call on the same day for a patient to the same phone number, then Therabill will only make one phone call as a reminder for the session with the earliest date of service.
Therabill won't make early phone calls
Therabill will not make a phone call prior to 9:00AM for any reason. For same day phone reminders, Therabill sends out the phone reminder 2 hours prior to the start time of the session. Therefore, if a scheduled session has a start time on or before 11:00AM and you have a same day phone reminder, then Therabill will not make that phone call.
How to set up phone (automated voice) reminders for a patient.
Phone (automated voice) reminders are set up through the reminders form for the client. Click Clients in the top navigation bar of Therabill. In your client list, find the client that you would like to create a phone reminder for and click the Client Tools associated with that client. In the menu that appears, click on Reminders.
You will now see the client reminders form for that client (see image to the right). To set up a phone reminder, enter the parameters as described below.
- Enter the number of days prior to a date of service that you would like the phone call to be made (i.e. enter 2 to make it read Send 2 day(s) before a scheduled session to have a phone call sent two days prior to any date of service for that patient that you have scheduled in Therabill). Enter 0 as the number of days to send out a same day reminder.
- Change Delivery Method to Phone (Automated Voice) using the drop down menu highlighted by the red arrow in the image to the right.
- Enter the Phone number that you want Therabill to send the reminder to. This should be the 10 digit phone number. Do not include dashes. Only enter the phone digits.
- Optionally, enter any phone extension. Leave this field blank if there is no phone extension that needs to be dialed. If an extension is entered, then the automatic dialer will wait 2 seconds after the phone is picked up and then automatically dial the extension you have entered followed by the pound sign.
- Click the Submit button at the bottom of the form to create the reminder.
You can create multiple reminders
You are free to create as many reminders for a patient as you wish simply by using the Add New Reminder form to create a new reminder. You can mix and match e-mail, text, and phone reminders. For example, you can have Therabill send out an e-mail reminder 7 days prior to a session, send out an phone reminder 2 days prior to a session, and then send out a text message on the same day as the session. Please keep in mind that sending out too many reminders may get on your patients nerves.
Therabill will not send out reminders for sessions that have already been patient confirmed or patient cancelled. Therefore, if you have multiple reminders set up for the patient. If they confirm or cancel during any of the reminders, then subsequent reminders for that session will be ignored.