Spruce-Hint Integration Best Practices

IN THIS ARTICLE:

This article covers best practices for optimizing your integration between Spruce and Hint Health, the membership billing platform for direct pay practices. Please start by reading our article on how to set up a Spruce-Hint integration


Gaining efficiency through tagging

Tagging is at the core of the Spruce-Hint integration. Once you have integrated Spruce with Hint, tags are automatically applied to patient conversations in Spruce to reflect their information in Hint. These tags allow you to organize your patient panel and automate processes within your practice. 

The following tags are automatically applied:

  • Plan name: E.g., HintPlan_Retail
  • Membership status: E.g., HintStatus_Active, HintStatus_Inactive, HintStatus_Pending
  • Employer name: E.g., HintEmployer_DeftBrewingCo
  • Location: Associate patients with Locations (e.g., San_Francisco_Clinic) as part of Location Groups (e.g., California). This is particularly helpful if you are part of a group practice that is growing its footprint regionally.

Based on these tags, Sprue can turn on a series of Automated Workflows that maximize the benefits of the Spruce-Hint integration. 


Workflow: Auto-invitation text

When a patient is added to Hint, a Standard Conversation with the patient's contact information is created in Spruce. This Workflow allows you to automatically send a personalized text message to patients based on specific Hint tags. For example:

  • Automatically send a message inviting active members to download the Spruce app, based on their active membership tags. 
  • Automatically send a message inviting active members from a specific employer to download the Spruce app with a personalized message, based on their employer and active membership tags. 
  • Automatically send a message inviting active members from a specific practice location to download the Spruce app, based on their location and active membership tags. 

Setting up this Workflow:

If you are interested in setting up this Workflow, please compose the text message you would like to automate send it to Spruce Support. Include the Hint tags you would like as triggers for the automated text. For example, if you want it to send by membership status, HintStatus_Active; by plan name, HintPlan_ExamplePlan; by employer, HintEmployer_ExampleEmployer.

You can contact Support from the app using the Spruce Support thread or via email at support@sprucehealth.com.


Workflow: Internal auto-page for unpaid patients

When a patient has not paid a bill that is due, it will be recorded in Hint and Spruce. To reflect this status in Spruce, the patient conversation thread will automatically be tagged with HintStatus_Unpaid. This Workflow allows you to page your billing team any time a patient conversation is tagged with HintStatus_Unpaid. This brings unpaid members to the attention of the billing team in an efficient manner for proactive follow-up.

Setting up this Workflow:

If you are interested in setting up this Workflow, please message Spruce Support and include which teammates should be paged and which tags are relevant. 

You can contact Support from the app using the Spruce Support thread or via email at support@sprucehealth.com.


Workflow: Member engagement 

All active members in Hint will be tagged in Spruce to indicate active membership. With his Workflow, you can monitor member engagement by automatically checking in when a member has been active for a set amount of time, but without any recent activity. No recent activity can be defined as no recent calls or messages to your practice. 

For example, you could set up an automatic check-in for three months after a new patient is tagged as active if there has been no recent patient activity. You could send a message like, "Hi, our team at [Practice Name] wanted to check in and see how you are doing! Feel free to send us a message here with any questions."

Setting up this Workflow:

If you are interested in setting up this Workflow, please contact Spruce Support with your desired check-in message, the timing for when the check-in should occur, and what you consider to be "patient activity" (e.g., recent calls, recent messages, or both). For example, you might request that at the 3 month mark after the patient is tagged as active, we run a check to see if the member has called your practice in the last 30 days, and send an outreach message if not.

You can contact Support from the app using the Spruce Support thread or via email at support@sprucehealth.com. 


Bulk messaging

Bulk messaging on Spruce is made simple using tags. You can use tags to select up to 500 patient conversations at a time to receive an identical message. This allows you to send an identical message to a group of patients based on their Hint tags. 

For example, you can send a message to all active members, all inactive members, all paid members, etc. To do this, search by the desired tag, select all conversations by checking the Checkbox at the top right of the screen, select Actions, and select Send Message. You do not need to contact Spruce Support to use this feature. See more detailed information in our bulk messaging article.

If you have any other questions about how you can build efficiency with your Spruce-Hint integration, please don't hesitate to contact Support so we can discuss these Workflows and potential for additional Workflows in more detail. 

You can contact Support from the app using the Spruce Support thread or via email at support@sprucehealth.com.  

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