Setting-up Email Templates

Users can email payment requests, receipts, and statements to a patient or guarantor. This article walks through setting up a practice's email templates. These email templates include:

• Payment Request
• Customer Patient Transaction Receipt
• Customer Event Receipt
• Internal Patient Transaction Receipt
• Patient Statement

Email templates should be set up before sending any correspondence to a patient or guarantor. 

Update Email Records to Allow Patient Email Communication [Critical]
Avea uses spoofed domains when sending patient payment requests, receipts, and statements by email. This ensures that the email appears to come from your organization instead of AveaOffice. To ensure these messages reach your patients, please work with your IT team to update your DMARC/SPF DNS records to allow mg.aveasolutions.com. This ensures that Gmail and iCloud do not block these messages from reaching patients.

Set Email Template Defaults

Let's review where email templates can be modified in the Organization Admin and set up your general items. 

1. Go to Organization Admin > Configuration tab and choose Email Templates.
2. Click the Edit button.
3. The following settings will display on all emails sent to a patient or guarantor.
   • Users can enter the desired From Name. This will apply to all Patient Billing emails sent to the patient regardless of the template submitted. This can be the organization's name, the billing provider, or a physician's name.
     
   • Set the From Email Address and Reply To Email Address. This will display on all emails sent to the patient or guarantor.
     

Customer Payment Request Email

This email is sent to the patient or guarantor after creating a Payment Request. Please customize the following fields: 

Payment Request Patient Identifier	Select an option from the drop-down to display on the payment request email. Options include ID (Patient ID), Name (Patient Name), Name and ID, or None.
Payment Request Subject	This field is the email subject line in the patient or guarantor's inbox. You can edit the subject or leave it as the default "Service Payment Request".
Payment Request Body Default Text Billed To: %PAYER_NAME% Billed Date: %DATE% Facility: %FACILITY_NAME% Client: %PATIENT_NAME% AMOUNT BILLED %AMOUNT% %SERVICE% Please use the link below to submit payment: %URL% Please call us for questions regarding this transaction: [TODO: Name] [TODO: Address] Voice: [TODO] Fax: [TODO] Email address: [TODO]	This field contains the body of the email, with system-generated information and information that you need to customize for your organization. Complete all fields labeled as [TODO]. Don't edit any information grouped within % signs as that information is auto-generated by AveaOffice. For example: Billed To: %PAYER_NAME% will display in the email body as Billed To: Jane Doe, since this is the name of the guarantor to whom the payment request was issued.  You can edit any text not grouped within % signs and text displayed within [TODO] brackets. Billed To: %PAYER_NAME% can be edited to display as Payment Requested From: %PAYER_NAME% [TODO: Name] should be edited to display the payment requester's name. This can be the practice, billing organization, or physician name, e.g., [TODO: Name] can be deleted entirely and replaced with "Avea Solutions Clinic" The text displayed as "Please call us for questions regarding this transaction:" can be edited to display as "For questions about this transaction, contact the provider listed below."

Customer Patient Transaction Receipt

This email is sent to the patient or guarantor after a payment has been processed. Please customize the following fields: 

Customer Patient Transaction Receipt

Set a custom subject line for this email receipt.

Payment Patient Transaction Receipt Body  Default Text Payer Name: %PAYER_NAME% Transaction ID: %TRANSACTION_ID% Transaction Type: %TRANSACTION_TYPE% Receipt Date: %DATE% Order Total: %AMOUNT% Paid With: %PAYMENT_METHOD% Facility: %FACILITY_NAME% Client: %PATIENT_NAME% AMOUNT %AMOUNT% %SERVICE% Please retain a copy for your records. Please call us for questions regarding this transaction: [TODO: Name] [TODO: Address] Voice: [TODO] Fax: [TODO] Email address: [TODO]

This field contains the body of the email, with system-generated information and information that you need to customize for your organization. Complete all fields labeled as [TODO]. Don't edit any information grouped within % signs as that information is auto-generated by AveaOffice. For example: Payer Name: %PAYER_NAME% will display in the email body as Payer Name: Jane Doe, since this is the name of the patient who paid the request.  You can edit any text not grouped within % signs and text displayed within [TODO] brackets. Order Total: %AMOUNT% can be edited to display as Payment Total: %AMOUNT% [TODO: Name] should be edited to display the payment requester's name. This can be the practice, billing organization, or physician name, e.g., [TODO: Name] can be deleted entirely and replaced with "Avea Solutions Clinic" The text displayed as "Please call us for questions regarding this transaction:" can be edited to display as "For questions about this transaction, contact the provider listed below."

Customer Event Receipt

This email is sent to the patient or guarantor after a payment has been processed. Please customize the following fields: 

Customer Event Receipt Subject

Set a custom subject line for this email receipt.

Payment Patient Transaction Receipt Body Default Text Payer Name: %PAYER_NAME% Transaction ID: %TRANSACTION_ID% Transaction Type: %TRANSACTION_TYPE% Receipt Date: %DATE% Order Total: %AMOUNT% Paid With: %PAYMENT_METHOD% AMOUNT %AMOUNT% %SERVICE% Please retain a copy for your records. Please call us for questions regarding this transaction: [TODO: Name] [TODO: Address] Voice: [TODO] Fax: [TODO] Email address: [TODO]

This field contains the body of the email, with system-generated information and information that you need to customize for your organization. Complete all fields labeled as [TODO]. Don't edit any information grouped within % signs as that information is auto-generated by AveaOffice. For example: Payer Name: %PAYER_NAME% will display in the email body as Payer Name: Jane Doe, since this is the name of the patient who paid the request.  You can edit any text not grouped within % signs and text displayed within [TODO] brackets. Order Total: %AMOUNT% can be edited to display as Payment Total: %AMOUNT% [TODO: Name] should be edited to display the payment requester's name. This can be the practice, billing organization, or physician name, e.g., [TODO: Name] can be deleted entirely and replaced with "Avea Solutions Clinic" The text displayed as "Please call us for questions regarding this transaction:" can be edited to display as "For questions about this transaction, contact the provider listed below."

Internal Patient Transaction Receipt

Internal Patient Transaction Receipt Subject

Set a custom subject line for this email receipt.

Internal Patient Transaction Receipt Body Default Text Payer Name: %PAYER_NAME% Transaction ID: %TRANSACTION_ID% Transaction Type: %TRANSACTION_TYPE% Receipt Date: %DATE% Order Total: %AMOUNT% Paid With: %PAYMENT_METHOD% Facility: %FACILITY_NAME% Client: %PATIENT_NAME% AMOUNT %AMOUNT% %SERVICE%

This field contains the body of the email, with system-generated information and information that you need to customize for your organization. Complete all fields labeled as [TODO]. Don't edit any information grouped within % signs as that information is auto-generated by AveaOffice. For example: Payer Name: %PAYER_NAME% will display in the email body as Payer Name: Jane Doe, since this is the name of the patient who paid the request.  You can edit any text not grouped within % signs. Order Total: %AMOUNT% can be edited to display as Payment Total: %AMOUNT%

Patient Statement Email

Just like the above templates, these settings will display on all emails sent to a patient or guarantor. Please customize the following fields: 

Internal Patient Transaction Receipt Subject

Set a custom subject line for this email statement.

Internal Patient Transaction Receipt Body Default Text Organization: %ORGANIZATION_NAME% Client: %PATIENT_NAME% Hi %PATIENT_NAME%, Your Statement from %ORGANIZATION_NAME% is now available. %CUSTOM_MESSAGE% Click the link below to access your statement. For security purposes, you will need to enter your birthday to verify your identity. %LINK% [TODO: Name] [TODO: Address] Voice: [TODO] Fax: [TODO] Email address: [TODO]

This field contains the body of the email, with system-generated information and information that you need to customize for your organization. Complete all fields labeled as [TODO]. Don't edit any information grouped within % signs as that information is auto-generated by AveaOffice. For example: Payer Name: %PAYER_NAME% will display in the email body as Payer Name: Jane Doe, since this is the name of the patient who paid the request.  You can edit any text not grouped within % signs and text displayed within [TODO] brackets. Organization: %ORGANIZATION_NAME% can be edited to display as Facility: %ORGANIZATION_NAME% [TODO: Name] should be edited to display the payment requester's name. This can be the practice, billing organization, or physician name, e.g., [TODO: Name] can be deleted entirely and replaced with "Avea Solutions Clinic"