Patient Reminders: Opt Out/ Unsubscribe

At the end of every SMS reminder that a patient gets from your practice via EZDERM (appointment reminders, result reminders, or online statements (if your practice has this activated)) the patient has the ability to "Text STOP to opt-out.”

Preview of Messages: 

FAQ: 

If a patient unsubscribes from billing reminders will that stop appointment reminders from being sent?

If a patient Opts-Out of one type of reminder that will also deactivate all other types of SMS reminders from going out since it is tied to the mobile number for that patient.

For example, if a patient texts STOP to the online statement SMS (aka EZLINK) that will also stop SMS appointment reminders from being sent to the mobile phone number for that patient since they have asked to unsubscribe their number. 

*Please note that this does not affect email appointment reminders.* 

How can we know if a patient has unsubscribed from SMS reminders?

If a patient Opts Out you will know this by looking on the summary page or demographics page in their chart or at the mobile phone number listed for the Responsible Person as the label "Unsubscribed" will be added next to the mobile phone number. 

Also, the system will automatically send a To Do to the default To Do assignee listed under the attending provider's account settings of all reminders that were not sent. 

Why is the Attending Provider getting the To Do's for unsent reminders? 

If no default assignee is listed under the provider's profile settings, it will send the To Do to the attending provider. This can be set by going to Accounts > click into the provider > and under General Information setting the Default To-Do Assignee. 

Why don't I see the option to send an SMS Result Reminder from the To Do for a patient? 

If the patient has unsubscribed from reminders, the button to send an SMS from the To Do after reviewing results will not be available. 

Why is a patient not showing as eligible for Online Statements under Patient Accounting when they have a phone number and email listed? 

If the patient or the responsible person unsubscribed their mobile phone number they'll not be listed as eligible for Online Statements. 

How do we re-activate reminders for a patient account? 

If the patient wants to start receiving SMS notifications again they need to text START to Opt Back Into reminders. Since it is directly tied to the patient's mobile phone number there is no way for the practice to turn the reminders back on for the patient.

If the patient has deleted the thread where they texted "STOP" please email techsupport@ezderm.com and we can provide you with the phone number for your practice that the patient should text "START" to.