Configuring the Patient Message eXchange

Version 14.19

Patient Message eXchange

  1. Make sure you are logged into OP as an Administrator.
  2. Go to Security Administration: Admin tab > Security Administration button.
    Two specific permissions are associated with the eXchange:
  • Message_Distribution_Create – needed to create messages.
  • Message_Distribution_View – may view messages and set up templates.

Permissions are applied by clicking & dragging into a specific User or Group.

  1. Assign Messaging Login and Password:
  1. Select Admin tab > Connections button.
  2. Included in the list will be BLI Messaging.
  3. If the Login ID/Password fields are blank, contact OP Support.
  4. If the URL is not listed, copy and paste the following:
  5. (If necessary) Overwrite the value in the Interchange ID with the appropriate value. This overrides the default short-code value as assigned by the PMX service. Do not overwrite this code unless you are sure you have the correct replacement Interchange ID.
  6. Click the Save button  at top of screen to save.

  1. Assign Colloquial (Friendly) Names to Providers.
  1. Select Practice Management tab > Staff/Providers button.
  2. The Colloquial Name field is provided so Doctors, Registered Nurses, or other staff members creating messages can assign their preferred name to the messages.  Enter the doctor's name as Doctor, not Dr.
  3. Select the staff name to be edited.
  4. Click the Edit button.
  5. Click the Save button.

  1. Configure Message Templates.

Note: You must Login/Logout of OP in order to utilize the newly available message privilege.

  1. Select Practice Management tab > Patient Message eXchange button.
  2. Go to the search menu and select the template to be used.

  1. Select the mode that the message will be sent.  Messages can be sent in 1 of 4 modes:
  • Telephone – 5 credits
  • E-mail – 1 credits
  • Text Message – 3 credit
  • Paper Mail – cost of US mail

For each mode a delivery method can be assigned:

  • Disallow – no messages sent in this mode
  • Electronic – messages for this mode are sent from Message eXchange
  • Manual – messages for this mode can be sorted in Message eXchange but are sent privately

  1. Click the Export button to export the list of patients who qualify for each mode.

Telephone Messages

The Reply To field contains the number that shows on the caller ID so patient knows who is calling.

There are 2 possible messages which can be received by the patient

  • Live Message – read if a person picks up phone.
  • Voicemail Message – read if an automated machine picks up.

Special Fields are provided for customization of the message. To add to the script type the words in the sentence and click on the appropriate special field to include the required.  To ensure the customer has a number to call back, it is always best to manually include the Reply To number in the Live and Voicemail messages (this does not have its own special field assignment).

Note: Within the Live Message there is a Press 1 option for the caller to confirm. There is also a Press 2 option for the caller to be connected to someone at the office. This option may be be added or deleted from the script according to the office hours.

Email Messages

The Reply To field is used so the patient has the correct email address to send a response.  The email address must be a legitimate address; otherwise it could possibly be stored as Spam depending on the patient's email provider.

Within the message field is a confirmation link within the script that connects patients to the practice's portal.

This link will allow the patient to confirm their appointment online without calling on the phone.

Text Messages

Text messages may not exceed 116 characters.  It is important to keep them BRIEF.  Use abbreviations that may apply.  All text messages are received from BLI Messaging, so a Reply To field is not available.

Each practice has 2 options to include in the script regarding patient confirmation:

  • Confirmation Link – used when most patients have the following criteria.  In order to utilize the confirmation link the patient must:
  • Have an account on the portal
  • Have a smart phone
  • Call-Back Number – used when most patients do not have a portal account or a smart phone.

Paper Mail Messages

  1. If a practice does not wish to spend the time and money for paper mail messages, mark the delivery as Disallow.

  1. Click on the green check button to post the edit.
  2. There are 6 Message Purposes listed in a dropdown box:
  • Reminders
  • Recall
  • Billing
  • General
  • Portal

Assign Initial Contact Preferences.

  1. Click the Contact Preferences Tab. Preferences are set by the practice to assign the contact preference only where no preference has been set.

  1. Click the drop-down menu for each of the 4 Message Purposes and select from the list.
  2. To apply the changes, click Set Default Contact Preferences. 

Note: Setting the default contact preference only affect the 1st contact within each chart. The contact's preference can be changed at any time from Family Contacts.

Set up Individual Patient/Contact Preferences

  1. Navigate to the patient chart.
  2. Click Family Contacts.
  3. Highlight the first contact in the list and select the contact method for each field in the Preferred Contact Methods section.
  4. Repeat the above step for additional contact in the list. This is optional and only required if a contact request to be notified.

NoteVerify the below information to make sure the correct people are contacted.

  • Authority is set to either Joint or Exclusive.
  • Res? Checkbox is selected.