Improvement to Inbound Patient Messages - No Message Left Behind
What’s being addressed?
Currently, automated messages can be sent from a provider's account. When a patient replies to the automated email, the message goes to the provider's message center. An example would be an appointment email reminder in which a patient replies with a request to reschedule. We've heard from our customers this workflow leads to unread patient messages because a provider may not log in and check messages as regularly as front office staff.
How are we addressing?
Kareo has opened visibility of inbound messages for all providers and office staff users. Staff will see inbound messages from automated messages sent from a provider's account, and from messages generated from the contact form on provider profiles. This way, everyone will see all office messages regardless of the original sender user. Office staff will now have control over these patient messages so no message is ever missed.