April 2012Communication Manager User’s Guide

Table of ContentsOverview . 4Navigating eCentral . 5WebSync Wizard . 8WebSync Setup . 8Login Setup . 9Schedule WebSync. 9WebSync Options . 9Correspondence Setup . 10Correspondence Types . 10Select Correspondence . 11eCentral Appointment Status . 11Practice Management Appointment Status . 11Edit Correspondence . 11Finishing the Wizard . 14Account Settings. 15Practice Setup . 15Change Password . 18Email and Postcard Campaigns . 20Editing email templates . 24Text messaging setup . 27Setting up custom text messages . 31Patient Surveys. 35Patient Surveys Setup . 35Previewing Surveys . 37Reports. 37Patient Satisfaction Scores . 38Patient Response Summary . 38Responses . 38Correspondence Manager . 40

Email . 40Email Search . 41Printing an email messages report . 42Text Messages . 42Text Message Search . 43Printing a text messages report. 44Postcards . 44Searching for postcards . 45Printing a postcard messages report . 46Viewing the Text Message Opt Out Report . 46Viewing the Text Messages Received . 48Patient Newsletter . 50Referral Manager . 54Setting Up referrals in eCentral . 54Setting Up Referrals in DXWeb . 55Professional Referrals Sent . 57Referral search . 57Viewing Sent Patient Referral Information . 58Professional Referrals Received . 59Referral search . 59Viewing Received Patient Referral Information . 60Patient Referrals Received . 61Edit Referral Email . 63Professional contact list . 65Personal Contact List . 66Practice Statistics . 68Patient Settings . 71

OverviewThe eCentral Communication Manager contains a variety of useful main features: Automating Email, Text message, and Postcard correspondence for patient’s appointments andrecall.Automating Email Surveys following patient appointmentsSending Email Newsletters to patientsManaging Professional and Patient referralsLogging in to eCentralThe login page is the first page you encounter when you try to access eCentral at Tolog in to eCentral, enter your Username and Password in the appropriate fields and click Login.If you have forgotten your eCentral login password, type in your Username and click the Forgot yourpassword? link to have your password emailed to you.Tip: For your convenience, the bottom of the Login page includes links to learn more about eCentral, toview any of the video product demonstrations of eCentral, and to sign-up for eCentral.After you log in to eCentral, the account name of your account is displayed in the upper-right corner ofthe page.(By default, you are taken to the Home page once you log in)

Navigating eCentralNavigating in eCentral is easy:To access the Home page, Appointments Manager, Communications Manager, Insurance Manager, andWeb site Manager, move your mouse over the appropriate tab, and select the area you wish to access.You can click any of the navigation links in the upper-right corner of the page: What’s New - Opens the National Information Services Web Site in a new browser window,from which you can explore the new features of eCentralMy Website – Opens your practice’s Web site in a new browser window.My Email – Opens the Ident email login page, from which you can access your Ident emailaccount.Help – Provides access to the eCentral Help files.Logout – Logs you out of your eCentral account (you are returned to the Login page). You mustenter your username and password to log back in to the site.You can click the “Did You Know?” Read More link to view a list of helpful eCentral tips.In the “How do I ” section, you can click any of the topics to open a Help file regarding that task. Youcan also click the More Tips link to open the eCentral Help files.

In the “Dashboard” section, you can view eCentral statistics for your practice. Click the left and rightarrows to navigate between email messages, insurance claims, patient referrals, patient satisfaction,post cards, provider referrals, and text messages. Click the View Full Dashboard link to open theDashboard so that you can see all the statistics at once. The Dashboard is also accessible from theHome tab menu and Home page.The “Resources” section provides links to several information resources: Billing Summary – To view your billing statements for eCentral services.Downloads – To get eCentral updatesEducation – To open the Dental Resource Center Website in a new browser window.

Finance – To set up payment plans and leasing options for patients. If you have a merchantaccount, your account information is listed. If you do not have a merchant account, you can signup for one.Supplies – To open the Henry Schein website in a new browser window.You can click the Feedback tab on the left side of the page to go to the feedback forum and submit anidea to improve eCentral or to report a software bug.You can click any of the links at the bottom of the page: Customer Support – To contact an eCentral support representative by phone or email.Feedback – To submit an idea or report a bug.Privacy Policy – To view eCentral’s policies to protect your privacy.Terms & Conditions – To view the terms of use for eCentral.

WebSync WizardBefore you can use eCentral, you must set up the WebSync and other preferences.Note: WebSync is accessed from your practice management software (such as DENTRIX or EasyDental)via the software’s toolbar (such as the DXWeb Toolbar or EasyWeb Toolbar). For more information,refer to the documentation for your practice management software.The WebSync Wizard helps you set up the following options, so you can transfer information back andforth between your practice management software and your eCentral Web Site: WebSync SetupCorrespondence SetupPatient Upload SetupQuestionnaire Upload SetupPatient Financing SetupInsurance Eligibility SetupInsurance Claim Tracking SetupThrough this manual, we will be focusing on the Communication Manager features, which use theWebSync Setup and Correspondence Setup.If you want to set up each WebSync option in the wizard, click Next to continue to the next step andproceed through the wizard. If at any time you need to return to a previous step, click Back to return tothe previous step in the Wizard.If you want to set up a specific feature of the WebSync without going through all the steps in theWizard, click the feature in the navigation list to go directly to that setup step. Please note that youmust complete the wizard once in its entirety before you can jump to individual steps.Important: You must go to the Finish step of the wizard and click Finish to save any changes you makebefore you exit the wizard. If you need to exit the wizard before you click Finish, click Cancel. If youcancel and leave the wizard without clicking Finish, all your changes will be lost.WebSync SetupRunning WebSync synchronizes the information in your practice management software (such asDENTRIX or EasyDental) with the information in your eCentral Web site. For the CommunicationManager, the WebSync allows you to send the correspondence you have requested to your patients.To access and use WebSync Click the Settings icon on your practice management software’s toolbar, and select WebSyncWizard.

The WebSync Wizard appears.You can customize the information you would like to sync in the WebSync setup. You can alsocustomize the frequency of the reminders that are generated about the WebSync. This document willdiscuss WebSync Setup, Settings, and the WebSync itself.Login SetupIn the Login Setup group box, enter the User ID and Password you received when you registered youreCentral account. If you have not registered for an eCentral account, you can click Register. You do notneed to register if you already have an eCentral account. If you forgot your password, click ForgotPassword. An email with the password will be sent to the email address associated with the useraccount that is entered.Schedule WebSyncYou can run the WebSync automatically in the Schedule WebSync dialog. If you want the WebSync torun automatically at a specific time, mark Once Daily at and select a time. If you do not want theWebSync to run automatically, mark Do not run WebSync Automatically.WebSync OptionsIn the WebSync options group box, check the box next to the options you would like to include duringthe WebSync:

Correspondence UploadPatient UploadQuestionnaire UploadReferral UploadInsurance Eligibility UploadInsurance Claim Tracking UploadDownload Patient Information ChangesDownload Appointment Status UpdatesDXWeb Toolbar UpdatesIf you want to include all the options in the WebSync, select All. For the Communication Manager, theCorrespondence Upload is responsible for uploading email, text message, and postcard reminders foreCentral. The Patient Upload would be used if you wish to upload patients who have given web consentso that they can be sent email newsletters through eCentral. Download Appointment Status Updates isresponsible for downloading email confirmations, such as when patients confirm their appointment byemail. Note: If you have eSync 3.1 or greater installed in your practice, a plugin can be installed set upto download email, text, and postcard confirmations in real-time. If this is set up already, DownloadAppointment Status Updates can be disabled.Correspondence SetupSending correspondence to your patients keeps them informed about their scheduled appointments andcontinuing care deadlines. Correspondence helps you reduce the number of missed appointments inyour office and keeps your patients informed about their treatment needs.You can send Appointment reminders and Continuing Care reminders to your patients via letters,postcards, email messages, or text messages. These correspondences must be set up in the DXWebToolbar and your eCentral Web site before they can be sent.To access and set up Correspondence in the WebSync1. Click the Settings icon on your practice management software’s toolbar, and select WebSyncWizard. The WebSync Wizard appears.2. Click Correspondence to display the Correspondence Setup dialog box.Correspondence TypesPlace a check mark in the box next to the correspondence type(s) you want to send to your patients.You can select one, two, or all options. Note: It is recommended that you do not select anycorrespondence types until you have set up the correspondences and are ready to start sending them. Email – Enables email to be sent to those patients with an email address set up in the Family Fileor Patient SetupText Message – Enables text messages to be sent to patients with a cell phone listed in theMobile or Other fields in the Family File

Postcard – Enables postcards to be printed and sent to patients with an address set up in theFamily FileEnabling any of these options indicates that you agree to the Pricing and Terms of Use. Click Pricing andTerms of Use link to view those terms and conditions.Select CorrespondenceIn the Select Correspondence group box, select the correspondence you want to send. By default, tencorrespondence templates are available: Appointment Reminder, 30 days before appointmentAppointment Reminder, 14 days before appointmentAppointment Reminder, 1 day before appointmentContinuing Care Reminder, 30 days before appointmentContinuing Care Reminder, 14 days before appointmentContinuing Care Reminder, 1 day before appointmentContinuing Care Due, 30 days before due dateContinuing Care Due, 14 days before due dateContinuing Care Due, 1 days past dueContinuing Care Due, 90 days past dueIf you want to send a correspondence that is not on the list, click New. If you want to change thesettings of one of the default or any other existing correspondences, select one and click Edit. Clickingeither of these buttons will open the Edit Correspondence dialog box (See “Edit Correspondence”).eCentral Appointment StatusIn the eCentral Appointment Status group box, select the status(es) of appointments you want to uploadto the Appointments page of your eCentral account. The status(es) of appointments correspond to thestatuses that are available in the appointment list in your pracitce management software.Two weeks of appointments in your practice management software's appointment module will beuploaded to the eCentral Appointment Manager every time the WebSync runs, but the appointmentsthat have the status(es) you specify in the eCentral Appointment Status group box will be marked asconfirmed appointments in the eCentral Appointment Manager.Practice Management Appointment StatusIn the Practice Management Appointment Status group box, select the status you want to display in thepatient’s appointment of your practice management system when patients confirm their appointmentby email, and/or when you confirm appointments from the Appointment Manager in eCentral.Edit CorrespondenceThe Edit Correspondence dialog box is accessed when you click Edit from the Correspondence Setupdialog box (See “Correspondence Setup”).

Correspondence NameEnter the Correspondence Name you want to use for the correspondence you are creating/editing.Reminder RangeUse Reminder Range to specify when you would like the reminder to be sent, and to specify what typeof reminder.To specify when reminders are sent In the Reminder Range section, select Appointment or Continuing Care Due Date, dependingon whether you want reminders sent prior to an appointment or relative to a continuing caredue date. The range you select will be the range that is used to determine which patientsreceive this correspondence.If you select Appointment1. In the days before appointment box, specify the number of days before the appointment youwant to send the correspondence.2. In the CC Attached box, select whether you would like to require that Continuing Care beattached to the appointment.

If you select Only With, correspondence will be sent to only those appointments that areattached to the continuing care types specified. If you select Only Without, correspondence will be sent to only those appointments that do nothave any continuing care types attached. If you select All, correspondence will be sent to all appointments in the date range, whether ornot the appointments have continuing care attached.3. Select the Template you want to use for this correspondence. The Templates listed are thetemplates you have set up on your eCentral account. Click View/Edit Template to go to youreCentral account to view or modify these templates (this will be covered later in this guide inmore detail).If you select Continuing Care Due Date1. In the days before/after box, specify the number of days before or after the due date you wantto send the correspondence.2. In the Due Date box, select whether you want to send the correspondence before or after thedue date.3. Select the Template you want to use for this correspondence. The Templates listed are thetemplates you have set up on your eCentral account. Click View/Edit Template to go to youreCentral account to view or modify these templates.Select Continuing Care TypeNote: If you marked Appointment in the Reminder Range, you will only be able to select Continuing CareTypes if you choose Only With from the CC Attached? list.Select the Continuing Care Type(s) you want to include in this correspondence. Correspondence will besent to only the selected continuing care type(s). The selectable continuing care types that are availableare set up through your practice management software’s Continuing Care/Recall Setup. To select all ofthese types, select the All option.Select ProviderSelect the Provider(s) you would like to include in this correspondence. You can choose to includepatient providers based on their primary provider or their appointment provider. Correspondence willbe sent to only the highlighted Provider(s). To select all of these types, check the All check box.Select Billing Type(s)Select the Billing Type(s) you want to include. Only patients with the selected billing type(s) will beincluded. Select All to include all billing types. The billing types that are available are the billing typesthat you have set up in the Practice Definitions of the Office Manager/Reports module.

Select AgeTo send correspondence to only those patients who are under/over a specified age1. Select Include Patients According to Age.2. Select Under or Over, then in the Under/Over box, specify an age limit to use for yourcorrespondence.Finishing the WizardAfter setting up your desired reminders, select “Finish” on the left side of the WebSync Wizard, or keepcontinuing through the Wizard by pressing “Next”, and when at the Finish page, press the “Finish”button to save any changes you made while using the Websync Wizard. Note: Pressing “Cancel” willlose any changes you have made in the WebSync Wizard.

Account SettingsIt is important to set up your account before you start using eCentral.To configure account settings From the Home tab menu, click Account Settings to display the eCentral preferences on the leftside of the navigation panel:Under eCentral Preferences, you have the following options: Practice SetupSelect PackagesPayment MethodChange PasswordLaunch DashboardPractice SetupThe practice setup page displays the contact information, practice information, and product informationyou have specified for your eCentral account. It is important to enter this information and ensure that itis correct because it is the information that is used when you send correspondence and referrals and it isthe information that is used to represent your practice in the professional contact list.To configure your practice setup From the Home tab menu, click Account Settings to display the eCentral preferences on the leftside of the navigation panel.The Practice Setup page appears. If you are under Account Settings but in a different section, and wishto navigate back to Practice Setup, select Practice Setup on the navigation panel to the left.

Contact InformationThis is where you enter the main owner contact name information for the eCentral product. It will notbe displayed to patients. First Name - Enter the account subscriber's first name. MI - Enter the account subscriber's middle initial. Last Name - Enter the account subscriber's last name. Title - Enter the account subscriber's title.Practice Information Practice Name - Enter the name of the practice. This name will be displayed on the practicetemplate Web site when creating it for the first time, and also will be used as your practicename displayed to patients when using Email and/or Web site surveys. Customer ID - Enter the practice customer ID number. Contact Name - Enter the contact name. This may be the owner of the eCentral product, or thecontact who manages eCentral. It will not be displayed to patients. Mailing Address - Enter the practice mailing address. This information will appear on thepractice template Web site when creating it for the first time. City - Enter the practice city. This information will appear on the practice template Web sitewhen creating it for the first time. State - Enter the practice state. This information will appear on the practice template Web sitewhen creating it for the first time. Country - Enter the practice country. Zip - Enter the practice ZIP code. This information will appear on the practice template Web sitewhen creating it for the first time. Phone - Enter the practice phone number. This information will appear on the practice templateWeb site when creating it for the first time, and will also be displayed in Email, Text message,and Postcard correspondence reminders for patients as your main contact number. Fax - Enter the practice fax number. This information will be displayed in Email correspondencereminders for the patient as your main contact number. Email - Enter the email address to which you want correspondence to be sent. This emailaddress will appear as the reply to address for patient communication and in Emailcorrespondence reminders.

Time Zone - Select the office time zone. This information will be used for the text messagingfeature in the Communication Manager. Tax ID Number - Enter the practice tax ID number. Insurance companies require this number tocheck for patient eligibility (Insurance Manager only). NPI Number - Enter the NPI number. Some insurance companies require this number to checkfor patient eligibility (Insurance Manager only). Specialty - Check the office specialty.Product Information Yes - Check yes if you want to receive information about our products and partners. No - Check no if you don't want to receive information about our products and partners.When you are finished making changes to the practice information, you may save it by pressing the“Save” button that appears at the bottom of this section. It will notify you if the settings were savedsuccessfully.Change PasswordYou should change your eCentral login password periodically to keep your information safe. You canmanage your login name and passwords for eCentral from the Change Password window.To change your password1. From the Home tab menu on the eCentral Web page, click Account Settings to display theeCentral preferences on the left side of the navigation panel.2. Click change password to display the Change Password window.3. In the Old Password field, type your current password.4. In the New Password field, type your new password.

5. In the Confirm New Password field, type your password again.6. Click Update Password to update your password.Important Notes: When changing your password, you will also want to make sure to update the newpassword in the WebSync Wizard software, and also in the newer eSync software (if installed), so thatthey will synchronize properly to your eCentral account. Also, this will change the password for theDentrix Mobile and Kiosk login.

Email and Postcard CampaignsUsing eCentral, you can set up automated email and postcard campaigns to remind patients ofupcoming appointments and continuing care. (In eCentral, you can select templates that specify whatthe email and postcard reminders will look like when you send them to your patients.) Because thereare several types of correspondence that patients need to receive, you can use different email andpostcard templates for each type of correspondence.After you select your email and postcard templates in eCentral, in the WebSync Wizard you can specifywhich templates patients will receive for their reminders (See “Correspondence Setup” and “EditCorrespondence”).Note: The Email & Postcards Setup campaign in eCentral works in conjunction with the CorrespondenceSetup section of the DXWeb WebSync Wizard.To select a template for a specific correspondence type in eCentral1. From the eCentral Communications tab menu, click email/postcard campaigns to display theEmail & Postcard Campaigns page.2. Select the correspondence type that you would like to see:All – All types of campaigns display in the list. (This is the default option.)Appointment Reminders – Only the Appointment Reminder campaigns display in the list.Continuing Care Due – Only the Continuing Care Due campaigns display in the list.

Continuing Care Reminders – Only the Continuing Care Reminder campaigns display in the list.Note: These correspondence types are the same as the correspondence types that you select in theWebsync Wizard’s Correspondence Setup section.Imp

discuss WebSync Setup, Settings, and the WebSync itself. Login Setup In the Login Setup group box, enter the User ID and Password you received when you registered your eCentral account. If you have not registered for an eCentral account, you can click Register. You do not