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Customizing Auto Collection Outreach Messages

Last updated on Mar 31, 2025

Support Article: Customizing Auto Collection Outreach Messages in Your Billing App

Welcome to the new Auto Collection Settings feature in your billing app! This powerful tool allows your office to fully customize the outreach messages sent automatically to patients for payment reminders. You can now tailor both SMS and Email messages to align with your office’s tone, branding, and communication preferences. This article will guide you through the process of setting up and customizing these messages to streamline your billing process.

Overview of the Auto Collection Settings Feature

The Auto Collection Settings feature enables your office to automate payment reminders while giving you full control over the content of the messages. Whether you’re sending an SMS or an email, you can personalize the message using dynamic keywords to include patient-specific details, such as their name, balance due, or a payment link. This ensures a professional and personalized experience for your patients while saving your team time.

With this feature, you can:

  • Customize the SMS and Email templates for payment reminders.

  • Use dynamic keywords to automatically insert patient and office details.

  • Preview messages to ensure they meet your standards before sending.

  • Set up automated outreach schedules (covered in a separate support article).

Accessing Auto Collection Settings

To begin customizing your outreach messages, follow these steps:

  1. Log in to your billing app using your admin credentials.

  2. Navigate to the Auto Collection section from the main dashboard.

  3. Click on Auto Collection Settings to access the customization options.

  4. You’ll see tabs for Auto Collection Rule, Automation Start, Automation Reminders, Automation Ending, Paper Statements, and Customize Outreach. Select the Customize Outreach tab to start editing your messages.

Understanding Dynamic Keywords

Before customizing your messages, familiarize yourself with the dynamic keywords available. These keywords act as placeholders that automatically populate with the relevant information when the message is sent. Here’s a list of the available keywords:

  • {{officeName}} – The name of your office (e.g., Office Jill Brown).

  • {{officePhone}} – Your office’s phone number.

  • {{officeEmail}} – Your office’s email address.

  • {{firstName}} – The patient’s first name.

  • {{patientName}} – The patient’s full name (e.g., James Bond).

  • {{amount}} – The patient’s balance due (e.g., $999.00).

  • {{paymentLink}} – A unique link for the patient to view and pay their bill.

These keywords ensure that each message is personalized for the recipient, making the communication more effective.

Customizing SMS Messages

SMS messages are a quick and effective way to remind patients of their outstanding balances. Here’s how to customize your SMS template:

  1. In the Customize Outreach tab, locate the SMS Editor section.

  2. You’ll see a text box with a default template, such as:

    
Hi {{patientName}},

You have a ${{amount}} balance due to {{officeName}}. Click the link to view your bill

{{paymentLink}}

IF YOU HAVE ALREADY MADE THIS PAYMENT OR BELIEVE THIS MESSAGE WAS SENT IN ERROR, PLEASE DISREGARD IT.

Reply STOP to opt-out.

  3. Edit the message to suit your office’s tone. For example, you might adjust the greeting or add a friendly closing:

    
Hello {{patientName}},

You owe ${{amount}} to {{officeName}}. Please click here to view and pay your bill: {{paymentLink}}

If you’ve already paid or think this is a mistake, feel free to ignore this message.

Reply STOP to opt-out.

Best,

{{officeName}}

  4. Use the Preview section below the editor to see how your message will look. The preview will populate with sample data (e.g., a patient name like "James Bond" and a balance of "$999.00").

  5. Once you’re satisfied with the message, click Save to apply your changes.

Note: SMS messages have a character limit (typically 160 characters per message, though this may vary by region). Keep your message concise to avoid truncation. The app will notify you if your message exceeds the limit.

Customizing Email Messages

Emails allow for more detailed communication and can include branding elements like your office’s logo. Here’s how to customize your email template:

  1. In the Customize Outreach tab, locate the Email Editor section.

  2. You’ll see fields for the Subject, Provider, and Content of the email. The default template might look like this:

    • Subject: {{officeName}} - Balance Due

    • Content:

      
Hi {{patientName}},

You have a ${{amount}} balance due to {{officeName}}. Click the button below to view your bill.

IF YOU HAVE ALREADY MADE THIS PAYMENT OR BELIEVE THIS HAS BEEN SENT BY MISTAKE, PLEASE DISREGARD THIS MESSAGE.

Best,

{{officeName}}

  3. Customize the Subject line to make it clear and engaging. For example:

    • {{officeName}} - Your Balance of ${{amount}} is Due

  4. Edit the Content to reflect your office’s voice. You can use the formatting toolbar to add bold text, links, or other styling. For example:

    
Dear {{patientName}},

You currently have a balance of ${{amount}} due to {{officeName}}. Please click the button below to view and settle your bill:

[Pay Balance]

If you’ve already made this payment or believe this message was sent in error, please disregard it.

Thank you,

{{officeName}}

{{officePhone}}

  5. Use the Preview section to see how the email will appear to patients. The preview will include sample data and any formatting you’ve applied.

  6. Click Save to store your changes.

Tip: You can add your office’s logo or other branding elements to the email by uploading images through the editor’s toolbar, if supported by your app.

Best Practices for Customizing Outreach Messages

To ensure your messages are effective and professional, keep these tips in mind:

  • Be Clear and Concise: Patients are more likely to respond to short, straightforward messages. Avoid unnecessary jargon or lengthy explanations.

  • Use a Friendly Tone: A polite and approachable tone can encourage patients to take action without feeling pressured.

  • Include Essential Information: Always include the balance due ({{amount}}), a payment link ({{paymentLink}}), and a way to opt out (e.g., "Reply STOP to opt-out" for SMS).

  • Test Your Messages: Use the Preview feature to ensure your messages look correct and that all keywords are populating as expected.

  • Comply with Regulations: Ensure your messages comply with local regulations, such as the Telephone Consumer Protection Act (TCPA) in the U.S., which requires an opt-out option for SMS messages.

Troubleshooting Common Issues

  • Keywords Not Populating in Preview: Double-check that you’ve used the correct keyword syntax (e.g., {{patientName}} and not {patientName}). If the issue persists, contact our support team.

  • SMS Message Too Long: If your SMS exceeds the character limit, shorten the message by removing unnecessary words or phrases.

  • Email Formatting Issues: If your email doesn’t display correctly in the preview, ensure you’re using supported formatting options. Avoid overly complex designs that may not render well on all email clients.