Amazon Pinpoint customer engagement

Leverage Amazon Pinpoint to easily communicate with your customers and patients over multiple channels. Win more customers, patients and retain them for life.

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    Table of contents

    Introduction to Amazon Pinpoint for clinical engagement

    COVID didn’t reduce the need for marketing. One thing is for sure – the strong companies will get stronger during these uncertain times. The weaker ones will fold during these times.

    Strong Marketing that results in new revenue acquisition. Strong customer retention to reduce customer churn. These are the two pillars of strong companies.

    Are you a strong firm or are you going to fold?

    Multi channel communications like the e-commerce giants.

    Healthcare consumerism has upped the ante on personalized, relevant and timely multichannel communications. With Amazon Pinpoint, this kind of customer care is no longer just for the e-commerce giants. Amazon Pinpoint enables even small and medium businesses to leverage the same tools that Amazon.com itself uses.

    What is this Amazon pinpoint?

    Think of it as a multi channel, cloud based, marketing communications software to help you with both outbound and inbound communications. You have no software to install, no hardware headaches to manage, no phone companies to deal with. For most small and medium-sized businesses, we can even get you up and running within 1 week!

    What do I use Amazon pinpoint for?

    You can connect with customers over channels like email, SMS, push, or voice. Amazon Pinpoint helps you create marketing campaigns easily – visually or with IT geeks. You will run these marketing campaigns on your customers after you segment them based on customer attributes. Amazon Pinpoint lets you segment your campaign audience for the right customer. Then, with Pinpoint, you can personalize your messages with the right content, at the right time to delight and wow your customers. All this time, Amazon Pinpoint will help you measure the success of your marketing communications with their Delivery and marketing campaign metrics .

    You don’t have to be sending billions of messages to use it – even though you can.

    How do I personalize messages to customers with Amazon Pinpoint ?

    First, segment your audience for the right group of customers based on existing customer lists, attributes. Connect your CRM (if you have one) to Amazon Pinpoint. You can also connect your EMR to Pinpoint (ask us how). If you do not have a CRM, you can take your spreadsheets and convert them to a CRM using Amazon Honeycode (we help with that as well) or you can use NisosHealthCRM.

    Next, create your marketing campaigns with the right messaging to be sent at the right time. You can Personalize the right message content to engage and delight your customers using both static and dynamic attributes. Static attributes can be predefined customer attributes, holidays, seasonal timings etc. Dynamic attributes can be based on what actions a customer takes or how they interact with your messaging.

    This involves multi step campaigns. However, that’s not difficult with Amazon Pinpoint. Marketers can visually create a customer journey that automates these multi-step campaigns.

    What happens to our current company number?

    In general, you don’t want to use your company phone numbers for sending mass text messages or voicemails – phone companies don’t look too kindly towards that. With Amazon Pinpoint, you can tie in your marketing email address, get a phone number (or short code) to send your automated text messages or voicemails.

    How about sensitive information? Are they stored in the cloud?

    If you are a healthcare customer, Amazon Pinpoint is HIPAA eligible so you can rest easy. Amazon Pinpoint is good to go with AWS System and Organization Controls (SOC), FedRAMP, HIPAA, ISO/IEC 27001:2013 for security management controls, ISO/IEC 27017:2015 for cloud-specific controls, ISO/IEC 27018:2014 for personal data protection, ISO/IEC 9001:2015 for quality management systems, and others. Read more on AWS website.

    Can Amazon Pinpoint make my customers happy?

    No, only you and your employees can do that 🙂

    However, Amazon Pinpoint can certainly help you understand the needs and behaviors of your customers and patients – at scale, without too much human hand holding. Moreover, Amazon Pinpoint will help you take action on that intelligence at the right time and communicate with your customers and patients automatically without sounding robotic. Harness the power of Amazon Pinpoint today.

    How about supporting multiple languages?

    Yup – Amazon is world class in that (as you already know). Behind the scenes, Amazon Pinpoint uses something called Amazon Polly and it supports all kinds of languages. English, Chinese (Simplified), Chinese (Traditional), French, German, Italian, Japanese, Korean, Portuguese (Brazilian), Spanish – no sweat!

    Don’t see your language? Amazon keeps adding language support regularly.

    Can Amazon Pinpoint connect to my CRM?

    Of course! That’s one of the amazing things about Amazon Pinpoint. Once you start using Amazon Pinpoint – you can connect it to your CRM, your EMR, your help desk ticketing system.. Anything you want. Just ask us.

    What can Nisos Health do for me?

    • We will get you and your team set up to leverage the power of Amazon Customer Engagement solutions.
    • Consult with you on any campaigns that you could/should run/consider
    • We will set up campaigns as directed
    • Connect your Pinpoint instance with various systems that you are already using.

    How to send SMS blast to your patients easily

    From time to time, you need to reschedule appointments in mass.. Or need to send marketing SMS to introduce a new office opening.. Or whatever be the reason. You don’t need IT help to get this done. This is a whole lot easier if you use a healthcare CRM and an automated communication solution like ours.

    Amazon Pinpoint makes it INCREDIBLY easy to get this done without bothering IT people. In this post we will show you how to send SMS easily with Amazon Pinpoint and also with Twilio.

    You are going to learn how to

    1. How to prepare recipient data to send SMS blast to via Amazon Pinpoint
    2. Create a segment with these recipients
    3. Create a message template to use for your Pinpoint campaign
    4. Create a campaign to schedule sending the personalized message you want to send using the schedule you want it sent at
    5. Monitor campaign metrics and statistics

    Prepare your SMS recipient data

    First, create a CSV with your patient data.. Here are some columns to keep in mind

    Note the two attributes here? Those are custom ones and those will become available to you in your message template. AWS Pinpoint will automatically replace those variables when it sends those SMS to your patients/customers.

    Create a segment with these recipients

    Now, create a segment. This is going to hold all the patients or customers you want to send SMS to. Head over to AWS Pinpoint and create a segment.

    Choose import a segment and  upload the CSV from your computer.

    That’s it. Your import will be ready and if there are no errors, you will have all your patients/customers ready to send SMS to.

    Create a message template to use at delivery time

    As a next step, go ahead and create a message template that will include those “mail merge” variables.

    So, for patient John-1, the message will look like “Hi John-1 We are sorry, we need to reschedule your 8/31/20 Concorde Medical appt due to COVID-19. We are very sorry and will get back to you with your new appt date/time ASAP!”

    Keep the default values in mind. As you know in marketing, there are MANY times where you don’t have all the data.. So, instead of things failing or looking awkward, have a fall back set up for your mail merge variables e.g.

    This way, if somehow your CSV does not have Name and Appt_DateTime for some reason, the message will look like “Hi there We are sorry, we need to reschedule your upcoming Concorde Medical appt due to COVID-19. We are very sorry and will get back to you with your new appt date/time ASAP!”

    Create a campaign to send immediately or scheduled for later

    Next, head over to creating a campaign. 

    When you create that campaign, go ahead and choose the segment you created before.

    Next, choose the SMS template you created before

    Finally, set up the date/time you want this message sent.

    That’s it. Hit Create and sit back/relax

    Check out campaign metrics

    Take a look at the delivery metrics after the delivery time. Hopefully there are no errors.

    If there are errors, they will show up below.

    You have learnt

    1. How to prepare recipient data to send SMS blast to via Amazon Pinpoint
    2. Create a segment with these recipients
    3. Create a message template to use for your Pinpoint campaign
    4. Create a campaign to schedule sending the personalized message you want to send using the schedule you want it sent at
    5. Monitor campaign metrics and statistics

    Now let’s do the same thing with Twilio (comparison sake)

    No one likes patient bumps – we lose revenues and patient experience is not guaranteed to be good or great. However, we all have to deal with patient bumps from time to time.

    If you were using our customer engagement tool – this would be done in a single click. However, you can put this solution together yourself as well. We use Amazon Pinpoint for our patient mass communications.

    Here’s how you can handle patient bumps / rescheduling text message blasts using a combination of twilio, Google Sheets and zapier. Twilio lets you reach people via SMS in mass and Zapier allows you to automate tasks. Zapier is not HIPAA compliant and Twilio just started taking HIPAA workloads (only recently).

    Zapier is not HIPAA compliant so you cannot send any PHI to Zapier.

    Even though Twilio is taking HIPAA workloads, you cannot quite send any PHI data over SMS anyway. So, you would have to send minimally identifying information via SMS while attaining the same goals.

    The entire process is this:

    1. Add patient first name and phone number to your google sheet
    2. Zapier picks up this info and sends this data to Twilio. 
    3. Twilio sends SMS to patient
    4. Patient responds back and Twilio gets that SMS response.
    5. Twilio sends out an email with the SMS response to your patient contact center team
    6. Use our email filters to move the email to specific folder
    7. Zapier picks up the email from this folder and adds the body of the email / SMS to another google sheet
    8. Your staff looks at responses and cancels/reschedules appointments.

    Preparing Google Sheets 

    Export all appointments from your EMR for the date range that you want to reschedule (e.g. 2 weeks) as a CSV file.

    Next step was to remove all identifiable information from that CSV file. You are left with just phone numbers and the first name of the patient.

    Doing this is pretty simple. Delete all the columns from the CSV and used the “split data to text” function of Google sheets to get the first name of the patients into 1 column, the phone numbers into another. The only formatting you have to do is done using the “Search and replace” function of Google Sheets for the column “Phone”. Make sure that instead of a phone format of (123) 123-1234, you convert this into 11231231234 (the country code at the beginning).

    Internally, keep another sheet that identifies the chart number associated with the phone number. This way, when the patient texts your patient contact center back, they would be ready to update their appointment in your EMR by searching for that chart number.

    Set up sendgrid to send emails upon receiving SMS on Twilio

    FYI, you do not need an intermediate step of email. We needed to have it because we also send out satisfaction surveys using this SMS number as well.

    Tie this with Sendgrid to send emails upon receiving SMS on Twilio. Sendgrid does a splendid job of sending transactional and mass emails as well.

    For this particular purpose, all you need is to send email when a fax comes in. If you’d like (we had already done it), you can authenticate your domain as well (this part is a little technical)

    Sendgrid-authenticate-domain

    Make sure you get the API keys from this page on sendgrid

    Set up Twilio to send and receive messages

    There are very few steps to take and they all are very simple to do.

    Open up a twilio account

    Buy a phone number – make sure that it can receive phone calls and SMS as well. This is very cheap to buy at twilio.com

    Our advice is to use a local phone number so that patients don’t think it is a spam message.

    Twilio-buy-a-number
    Buying a phone number for your medical practice is so easy and so cheap

    Make sure when patients call back on this number (trust us, patients will call), forward this to your main phone number.

    To do this, all you have to do is to create a simple Twilio function. See this blog to learn how to forward your incoming calls to your office phone number (or numbers)

    We have a centralized healthcare call center, so we only had to forward it to one number.

    Twilio-function-call-fowarding
    Use Twilio to forward your incoming calls to your office phone number

    Make sure that when an SMS comes in, you forward this to your email

    This is also very simple to do. Just follow this blog and copy/paste the code into a Twilio function.

    This is where you are going to need the Sendgrid API Keys.

    Twilio-SMS-To-Email
    Twilio function – copy/paste it to convert incoming SMS to email

    You can (and should) test this out by sending an SMS to the phone number you purchased from Twilio. If all works well, you will get an email with the SMS you sent.

    You should also test this call forwarding by calling the twilio phone number to verify that it actually forwards to your office phone number.

    Set up Zapier

    Next step was to set up Zapier. This is very simple as well.

    Open up a zapier account. 

    Add your google sheets account to it.

    Add your Twilio account to it.

    After doing that, all you have to do is to pull data from Google sheets every time a new row is added there

    This is how we did it.

    Zapier-customize spreadsheet-inputs
    Zapier can be used with google sheets without disclosing PHI

    We set up the SMS blast for rescheduling by tying in Twilio to this as well.

    Zapier-connect-sheets-twilio
    Use zapier and Twilio to do a mass SMS blast to patients

    Our personalization was limited to the patient’s first name. Our message was simple as well “Considering the current conditions, can we cancel/reschedule your appt at <practice name>? Please reply YES or NO. Stay safe!”

    — that’s it !

    Zapier-connect-google-sheets

    So, each time a new spreadsheet row is added to our appt rescheduling sheet, Zapier would pick it up instantly, send an SMS to the patient and if the patient responds to the SMS, Twilio will receive it, and send an email to your team. 

    After that, Zapier will pick that response up and add this data to your spreadsheet so that your medical scheduling team can use this information.

    We set up Zapier to write responses back to a spreadsheet as well. This way, each time an email came in and was labeled as “surveys”, Zapier would pick it up and send it to our spreadsheet.

    BTW, you do not need an intermediate step of email.. We needed to have it because we also send out satisfaction surveys using this SMS number.

    zapier-to-google-sheets

    Zapier-email-to-google-sheets

    Then, you can start copying/pasting the patient phone number and first name into your main spreadsheet.

    That’s it. 

    Responses start coming in. Of course, there will always be patients that do not respond to the SMS. For those patients, your call center folks can dial and speak to them to reschedule their appointments. That’s pretty much all you have to do to get your patient bumps in order (again, technically speaking, this was not a patient bump situation)

    Hopefully this will help you get through these tough times.

    How to run an end of year benefits campaign

    Dental and vision businesses have a unique opportunity at the end of year, each year. Patients may end up with unused healthcare dollars in their accounts. Some of these dollars are Flex account ones and some are not. We recommend starting end of year “use it or lose it” campaigns at the beginning of the 4th quarter each year.

    It’s quite easy to do with our healthcare CRM and patient engagement software. However, you can achieve the same goals with spreadsheets if you are regimented enough.

    First, Understand the differences between Flex spending accounts (FSA) and healthcare savings accounts (HSA) first. FSAs are pre-tax dollars and are set up by Employer to cover costs not covered by medical/dental plans. Your patient, the employee puts money into it from each paycheck. This money does not accrue any interest and the maximum amount is set by the IRS. THIS IS YOUR TRUE “USE IT OR LOSE IT” ACCOUNT TO TARGET.

    HEALTH SAVINGS ACCOUNT/HSA are also pre-tax dollars. However, these can be set up by ANYONE. This can be set up by your patient for ANY medical/dental expenses. Even for this one, the IRS guidelines govern the maximum contribution. A key difference is that in this type of an account, money DOES accrue interest and it can be rolled over from year to year.

    Your call center and front desk staff needs to know about this because more often than not, the patient is utterly confused about these differences and leans on your staff for help.

    So, if this campaign is supposed to be run in Q4, why should you do anything now? A couple of reasons

    1. At the beginning of each year, your team should be running a demographics update campaign so the patient demographics are up to date in your system.
    2. At the beginning of each year, your team should be running an insurance update campaign so the patient insurances are up to date in your system.
    3. When you run an insurance update campaign, your staff should be clearly marking / tagging the FSA vs HSA accounts at that time. It’s a lot easier to be prepared with this data, than scrambling to gather this information in October.

    Assuming you are ready to go with this information by Q4 of the year, here are the steps to follow.

    1. Prepare the list of patient accounts that have FSA.
    2. Segregate the phone numbers into mobile vs landline vs VOIP.
    3. Prepare 3-4 messaging templates that are personalized enough for patients. You will send this via email, SMS and voice.
    4. Prepare a few follow up messaging templates – patients get busy and forget about your reminder.
    5. If you prefer that patients be allowed to call your practice by pressing any number on their phone while the voice message is being played, configure Amazon Connect accordingly.
    6. Send an email blast with your patient personalized template.
    7. Send a text message blast with your patient personalized template – to patient phone numbers that you have segregated as mobile numbers.
    8. Send a voicemail blast with your patient personalized template – to patient phone numbers that you have segregated as landline numbers. IMPORTANT – you can use this same technique to send a voice blast to mobile numbers as well.
    9. VOIP numbers typically do NOT have voicemail set up. Your Amazon Connect script needs to be able to hang up the call after a pre determined time. Make sure that it times out after 45 seconds or so. VOIP phones sometimes have SMS enabled, so you can try sending them a text blast instead.

    Healthcare Text Message Templates

    Feel free to use these sample patient texting templates in your business. If you are using our automated patient communication software, these templates are already in-built and available for you to customize/use.

    It’s as simple as “Hi <patient first name>, Would you like to communicate via SMS with <our practice name>? Please be aware that SMS is not HIPAA secure. We need your consent before we can send you any PHI. Please reply Y if you want to use SMS or N if you do not.”

    Text message template for new referral from referring partners

    The SMS we send patients referred to one of our customers’ practices is something as simple as “Hi <patient first name>, Dr <referring provider last name> has referred you to us at <our practice name> for an appointment. Could you please update your details so we can get you an appointment ASAP? Here’s the link <link to update their own data>. Feel free to call us anytime at <our practice number> or text us back.” 

    Patient demographics update request text message template

    This SMS is along the lines of “Hi <patient first name>, We want to prepare for your upcoming appt. Can you please confirm your contact details so you don’t have to wait long before your appt? Here’s the link <link to update their own data>. Call us <our practice number> or text us back anytime” 

    Insurance card update request text message template

    The SMS format is generally like “Hi <patient first name>, We want to make sure your insurance details are OK for your upcoming appt. Can you please upload your insurance card photos so you don’t have to wait long before your appt? Here’s the link <link to update their own data>. Call us <our practice number> or text us back anytime” 

    The SMS is like this “Hi <patient first name>, We want to make sure you don’t have to wait long before your appt. Can you please sign these consent forms before we can see you? Here’s the link <link to update their own data>. Call us <our practice number> or text us back anytime” 

    Appointment confirmation SMS message template

    That’s as simple as sending an SMS like “Hi <patient first name>, Your appt with <dr name> is confirmed for <date time>. We are located at <location address>. Call us <our practice number> or text us back anytime. See you soon!” 

    Appointment reminders SMS message template

    The SMS is like this “Hi <patient first name>, A friendly reminder about your upcoming appt with <dr name>, <practice name> for <date time>. We are located at <location address>. If you need to reschedule, call us <our practice number> or text us back anytime. See you soon!” 

    Text template for re-appointing no-shows

    This SMS sample is “Hi <patient first name>, Sorry you missed your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Call us <our practice number> or text us back anytime. See you soon!” 

    Text message template for re-appointing cancellations

    Something as simple as “Hi <patient first name>, Sorry you had to cancel your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Call us <our practice number> or text us back anytime. See you soon!” 

    Rescheduling appointments text messaging template

    We send them an SMS like “Hi <patient first name>, Sorry but we need to reschedule your appt with <dr name>, <practice name> for <date time>. What date would work better for you to come in? Call us <our practice number> or text us back anytime. See you soon!”. When the patient reschedules, we just send them an appointment confirmation SMS with the new date and time of their appointment.

    Patient blast text message templates – practice updates

    For COVID, we ended up requesting the patients to cancel / reschedule their appointment. The SMS was very respectful “Hi <patient first name>, Considering the current conditions, can we please reschedule your appointment (unless you feel you have an emergency)? Call us <our practice number> or text us back anytime”

    For times when we need to reschedule a patient due to unavoidable situations (issues in the office, provider could not make it to the office), we send “Hi <patient first name>, Sorry you but we need to reschedule your appt with <dr name>, <practice name> for <date time> as we ran into some challenges at the office. What date would work better for you to come in? Call us <our practice number> or text us back anytime. See you soon!” 

    SMS message template for re-appointment of recall patients

    To recall patients, we simply send them an SMS “Hi <patient first name>, Sorry we haven’t seen you since <last encounter date>. <last encounter dr name>, <practice name> would like to see you again. What date would work for you to come in? Call us <our practice number> or text us back anytime. See you soon!” 

    Patient satisfaction survey text template

    The satisfaction survey SMS “Hi <patient first name>, Our doctors and staff at <practice name> would love to get your feedback to help us improve. Can you please let us know here <link for survey>? Thank you so much!” 

    Patient reviews request text message template

    This is the standard SMS that we all get after we see our doctors “Hi <patient first name>, Thank you for trusting us at <practice name> with your health. Can you please leave us a review at <google review link>”. 

    Payment confirmation text message template

    The SMS is a simple thank you for paying their dues. “Hi <patient first name>, Thank you for your payment of <amount> at <practice name>. We appreciate you choosing us for your healthcare needs”.

    Balance payment reminder text message template

    The SMS is “Hi <patient first name>, A friendly reminder that a balance payment of <amount> is due for your last appt at <practice name> after processing your insurance claim. We appreciate your prompt payment at <link for payment portal>”.

    Hopefully this guide helps you get started with texting for your medical practice.

    Sample scripts for voicemail drops and SMS scripts – new patient activation

    The following are just samples only.. PLUS, these are for plain-jane new patient activation campaigns only. Each campaign’s messaging will be co-created by your client and your staff. This is for suggestive / illustrative purposes only.

    Voicemail drop sample scripts / templates

    “Hi <patient first name>, I am calling on behalf of Dr <PCP last name> from <practice name>. Your insurance company <payer name> would like you to get your annual exam done with Dr <PCP last name> at your earliest convenience. Please call us back at <the phone number you purchased> or text us at <the SMS number you purchased>. Thank you and have a great day!”

    “Hi <patient first name>, I am calling from <practice name>. Your insurance company <payer name> would like you to get your annual exam scheduled with us at your earliest convenience. Please call us back at <you purchased> or text us at <the SMS number you purchased>. Thank you and have a great day!”

    “Hi <patient first name>, I am calling on behalf of Dr <PCP last name>. Your insurance company <payer name> would like you to schedule your annual exam with Dr <PCP last name> at your earliest convenience. Please call us back at <the phone number you purchased> or text us at <the SMS number you purchased>. Thank you and have a great day!” 

    Text message template / sample scripts for activating new patients

    “Hi <patient first name>, This is John from <practice name>. Your insurance company <payer name> would like you to schedule your annual exam with Dr <PCP last name> at your earliest convenience. Please call us back at <the phone number you purchased> or text us back here. Thank you and have a great day!”

    “Hi <patient first name>, This is John from Dr <PCP last name>. Your insurance company <payer name> would like you to schedule your annual exam with Dr <PCP last name> at your earliest convenience. Please call us back at <the phone number you purchased> or text us back. Thank you and have a great day!”

    Pharmacy text and voice message templates

    Keep in mind that Pharmacy reminders are NOT the same as appointment reminders. Pharmacies have different needs. We will go more into medication adherence programs and their unique reimbursement models later on.

    Here as well, you can achieve a lot of these using Amazon Pinpoint, if you want to build these templates and these patient segments from scratch. Otherwise, you can also use our healthcare CRM that has prebuilt templates for pharmacies.

    Prescription ready text/voice message template

    Don, your prescription ME is ready at AMAZ Pharmacy: 1234 E SUNRISE BLVD. See when your pharmacy is open or set up delivery at: amaz.com/12wrPml. Text HELP for help or STOP to stop all SMS. SMS terms and conditions: amaz.com/text

    Automatic refill reminder text/voice template

    Don, your Rxs DU, MES will be automatically filled for you in few days. Call your AMAZ Pharmacy at 123.456.7890 if you do not need it right now.

    Prescription filled notification SMS template

    Don, your pharmacist filled your prescription MES at AMAZ Pharmacy. Please pick it up at 1234 E SUNRISE BLVD. Details at: amaz.com/12yQ3Nd

    Prescription filled notification Voice template (longer)

    Hello Don. Your prescription has been filled out by your pharmacist. It is available for pick up at 1234 East Sunrise Blvd., Fort Lauderdale for the next 5 days. Please note that prescriptions not picked up in the next five days will be returned to the shelf. For any questions regarding your prescription order please call 123-456-7890. If you’ve already picked up your prescription please disregard this message. Thank you for choosing AMAZ pharmacy and have a great day

    Refill approval request SMS template

    Pls respond: Rx FA is due for refill. Don, do you want AMAZ Pharmacy to fill FA at 1234 E SUNRISE BLVD? Txt YES to refill. Txt NM for full Rx name

    Rx Ready, free delivery SMS template

    Don, you have 2 Rxs ready at AMAZ Pharmacy: ME, DU. Can’t make it to us? We deliver free. Click to order now: amaz.com/1e5g88s

    Awaiting Dr. Approval SMS/Voice Template

    Don, We’re still waiting for your Dr to approve a refill for DU. Please call your Dr. for more information. Reply HELP for help. Yours truly, AMAZ Pharmacy.
    (this pushes patients to call their doc 🙂 )

    Refill request not authorized notification template

    Don, Your Dr did not authorize a request to refill your Rx for DU. Please call your Dr. for more information. Your friends at AMAZ pharmacy.

    2 way SMS chat bot with patients with keywords

    Always send “Text HELP for help or REFILL to refill an Rx”
    Helps pts understand what to type.
    If patients type something your bot doesn’t understand respond with
    AMAZ Pharmacy — Sorry, I don’t understand. For immediate support call your local store at 123.456.7890.

    Set up keywords in Amazon Pinpoint

    REFILLHELP
    Please text the Rx # of the prescription you’d like to refill. Text only 1 Rx # at a time.For customer service call 123.456.7890. For info visit amaz.com/info To cancel text msgs reply STOP. Msg&Data rates may apply.
    Set up keywords in Amazon Pinpoint

    Hope this helps you kick off your pharmacy patient engagement and reduces your patient communication overheads.

    Running Wellness initiatives using Amazon Pinpoint

    Amazon Pinpoint makes it very easy to run wellness initiatives each day. It takes a few clicks and uploading a few file things each day. That’s it.

    What are healthcare wellness initiatives?

    A quick short list is below:

    • (CDC) COMPREHENSIVE DIABETES CARE
    • (CBP) CONTROLLING HIGH BLOOD PRESSURE
    • (COA) CARE FOR OLDER ADULTS
    • (COL) COLORECTAL CANCER SCREENING
    • (BCS) BREAST CANCER SCREENING
    • (CCS) CERVICAL CANCER SCREENING
    • (CIS) CHILDHOOD IMMUNIZATION STATUS
    • (IMA) IMMUNIZATIONS FOR ADOLESCENTS
    • (W15/W34/AWC) WELL-CHILD AND ADOLESCENT WELL-CARE VISITS
    • (ABA) ADULT BMI ASSESSMENT
    • Many more…..

    Why you (should) run wellness programs

    Ah.. glad you asked. Research has shown a few reasons.

    • Wellness campaigns are amazing. It’s a great way to take care of your patients and help them avoid bigger health issues in the future.
    • In addition to that, it’s very good for your business as well (think of the MIPS requirements your payers put you through).
    • Reduced Obesity, reduced Chronic Diseases. In general, improved disease management and prevention.
    • Avoidance of higher healthcare costs due to lower hospital and ER usage.
    • 70-90 % of healthcare spending is caused by preventable, modifiable health risks.

    Healthier workers are more productive workers. Think population health. Think $s.

    What’s so hard about running wellness initiatives then?

    • You need to stratify and classify patients into segments based on their histories, demographics, insurances, diagnosis codes across various encounters
    • You need to perform constant patient outreach as wellness programs are kinda 24×7.
    • Huge communication burden on clinical contact centers, big administrative burden on healthcare staff.
    • Post visit reporting and accounting needs to be airtight to make these initiatives worth your while.

    How can Healthcare IT help?

    • Patient segmentation – healthcare CRM helps tremendously (EMRs aren’t cutting it).
    • Constant patient outreach – automated and personalized
    • Reduced communication burden leveraging Amazon Customer Engagement software.
    • Reduced administrative burden leveraging Amazon Lex bots, AWS step functions, Amazon Textract etc.
    • Reduced reporting burdens by leveraging AWS analytics solutions like AWS QuickSight, AWS Athena etc.

    Is it really possible? YES! VERY easy to do with AWS.

    Take our example.

    We reached out to 26,000 patients in 10 days MULTIPLE times via SMS, automated voicemail drops, phone calls staffed with 1 FTE ! YUP, JUST ONE FTE 🙂

    How to achieve these results with Amazon Pinpoint?

    • Segment ALL your patient accounts 
    • Segregate the phone numbers into mobile vs landline vs VOIP.
    • Prepare 3-4 messaging templates that are personalized enough for patients. You will send this via email, SMS and voice.
    • Prepare a few “follow up” messaging templates – patients get busy and forget about your reminder.
    • Decide whether you prefer that patients be allowed to call your practice by pressing any number on their phone while the voice message is being played (works wonders, BTW)
    • Send your personalized email blast 
    • Send your personalized text message blast to patient mobiles.
    • Send your personalized voicemail blast to patient landline numbers OR mobile numbers 
    • AUTODIAL all your patients to dial more numbers. 
    • NOTE – VOIP numbers typically do NOT have voicemail set up. 
    • Use Amazon Pinpoint to upload/maintain your patient segments. Use static or dynamic lists!
    • Use Amazon Pinpoint to send personalized email blast via AWS Simple Email service (YES, from your own company domain name).
    • Use Amazon Pinpoint to send personalized text message blasts.
    • Use Amazon Pinpoint to respond to patient SMS asking for appointment, callback from your scheduling team etc.
    • Use Amazon pinpoint with Amazon Connect contact center software to automatically call patients back.
    • Use Amazon Pinpoint to blast personalized voicemail drops.

    How to run Medication adherence programs using Amazon Pinpoint

    Medication adherence/compliance is simple to understand. Does the patient take their prescription drug on time, do they take the correct dosage and do they take it for the length of time as prescribed by their doctor. That’s about it. 

    If they are “adherent” for more than 80%, that’s good news. 

    With that understanding, the main things you need to know about medication adherence are:

    1. The dosage and units of medication the patient is supposed to take.
    2. The “general” time of day the patient is supposed to take the medication and the frequency.
    3. The start date and the duration / length of time the patient is supposed to take the medication for.

    E.g if you were using NisosHealthCRM, the patient encounter form would specify the medication(s) (one or more) like this.

    How to run Medication adherence programs using Amazon Pinpoint
    How to run Medication adherence programs using Amazon Pinpoint

    What do you need to run a medication adherence program?

    1. A way to segment your patients automatically (aka a CRM of sorts).
    2. A way to automatically remind your patients via various channels (voice, SMS, whatsapp – whatever those channels are) at scale.
    3. A way to record adherence at scale.
    4. A way to escalate non-compliance for human intervention.
    5. A way to report on adherence/compliance.

    How can Amazon Pinpoint help?

    1. Use Amazon Pinpoint’s segmentation capabilities to create patient segments
    2. Use Amazon Pinpoint’s campaign management capabilities to create adherence campaigns
    3. Use Amazon Pinpoint’s message templates to create personalized templates for reminder calls, text message, voice notes etc.
    4. Use Amazon Pinpoint tied in with Amazon Lambda to record adherence into any system of choice. In fact, HIPAA secure EMR dips are very much feasible as well.
    5. Use Amazon Pinpoint with Amazon Connect for human intervention / triage with care coordinators.
    6. Use Amazon Quicksight or any reporting tool of choice to report on outcomes.

    Want to get started?