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Using Smart Flows with Workflow Builder

Updated

[Accordion] Overview

Smart Flows let you automate your clinic workflows by connecting key system components—Patient Portal, Form Builder, and Workflow Builder—into one seamless process. Together, they streamline patient intake and ongoing communication while reducing manual work.

With Smart Flows, you can send:

  • Send forms to clients automatically

  • Notify staff when important events occur

  • Message patients directly using the Patient Portal

  • Automate SMS and voice notifications

  • Generate patient notes using templates

By leveraging Smart Flows, you can save time, reduce manual work, and support compliance while keeping staff and patients informed at every step.

Key Features of Smart Flows

Using Smart Flows in Workflow Builder, you can:

  • Form Requests: Automatically send forms to clients based on triggers such as new patient registration, appointment creation, or follow-up events.

  • Messages: Notify staff using pre-defined templates for tasks, reminders, or critical alerts.

  • Patient Portal Messages: Deliver messages and updates directly to a patient’s portal account, ensuring timely communication.

  • SMS/Voice Notifications: Automatically reach clients via SMS or voice calls for appointments, reminders, or urgent notifications.

  • Patient Notes: Auto-generate clinical notes using templates after key events, such as form submission or session completion.

Example Scenario:

  • Automatically send intake forms when a new patient registers.

  • Notify clinicians when a follow-up form is submitted.

  • Generate an SMS to a patient after a missed appointment.

  • Deliver portal messages for treatment plan updates.

[Accordion] Getting Started

Follow these steps to create and use Smart Flows:

Create a Smartflow: Once you’ve completed Step 1 of creating a new workflow, move on to Step 2: Add Tasks, where you’ll configure your Smart Flow.

  1. Add a Task: Click + Add task to complete, enter a name for the task, and confirm the trigger event (for example, form submission or new patient registration).

  2. Action Category (required): Choose SmartFlow as the Action Category. This tells the system that the task will trigger an automated SmartFlow action. 

  3. Action Type (required): Choose what type of action should be performed. For example:

    • Send a form to a patient

    • Send a secure message to a patient

    • Send an internal staff message

  4. Action Item (required)
    Specify the exact item the workflow should complete. This may include:

    • The specific form to send

    • The message template to use

    • The Smart Flow or automation to initiate

  5. Set When the Task Becomes Due: Choose when the task should be completed by setting how its due date is calculated.

    • Choose when task is performed (required): Decide how long after a specific event the task should be due. 
    • Enter (X) value (required): Enter the number of time units.
    • Choose Duration (required): Select the units of time (e.g., Days, Hours).

    • Choose (Y) value (required): Select the event or date the due date should be calculated from (e.g., Admission date).

      Examples 

      1. On (X) Duration based on (Y): Within 2 days of the First Kept Appointment.
      2. Insurance # of days based on (Y): Due before primary insurance effective date.
      3. If due date falls on a weekend: Select how the weekend due dates should be handled:
        • Leave as-is
        • Push up to the previous Friday
        • Push back to following Monday
  6. Assign Responsibility: Select who should complete the task and how they should be notified.
    • Who is responsible for this task?: Search and assign a specific user or role (e.g., Clinician, Case Manager, Billing Staff).
    • How many days ahead of due date to remind responsible person?: Enter the number of days before the due date that a reminder should be displayed.
    • Will completing this task complete the entire workflow?: Select this option if finishing this task should automatically mark all other tasks in the workflow as complete/unneeded.
    • Is the task no longer applicable after discharge?: Check this if the task is no longer relevant once the patient is discharged.

Create a Template (If Applicable)

  1. Click the Message Icon/Button to select an existing template, or click +Add New
  2. Template Name (Required): Name the template
  3. Status: Ensure the template status is set to Enabled.
  4. Method: Choose the type of message you are creating. You may select one or multiple options, such as SMS, Email, Voice Call, Secure Portal Message, Staff Message, or Patient Note.
  5. Template Content: Type the message. Click Insert to add fields to automatically populate, such as patient name, insurance name, appointment date, etc. 
  6. Staff Message Additional Info: If Staff Message is selected, specify whether the message is for a specific staff member or a predefined distribution list.
  7. Patient Note Additional Info: If Patient Note is selected, choose the note type. 
  8. Generate Prompt (optional): If Patient Note is selected, you have the option to create a prompt that will display upon accessing a patient record. Complete the prompt settings to indicate when and how the prompt should display. 
  9. Limit Prompt to Specific Staff: By default, prompts are visible to all staff. Use this option to restrict visibility to specific staff members.

[Accordion] Best Practices

To get the most out of Smart Flows:

  • Use Templates for Consistency: Standardize messages and notes to maintain uniformity.

  • Set Reminders for Critical Tasks: Automate follow-ups or compliance checks so nothing is missed.

  • Test Flows Before Going Live: Validate triggers, conditions, and actions to prevent errors.

  • Avoid Duplicate Automation: Limit overlapping Smart Flows that might trigger the same action multiple times.

  • Document Your Flows: Maintain a reference for staff to understand automated processes.

[Accordion] FAQs

[Q] Can I send multiple types of notifications in one Smart Flow?

[A] Yes, you can combine actions such as staff messages, SMS alerts, and patient portal messages in a single flow.

[Q] Can Smart Flows trigger recurring tasks?

[A] Yes, recurring tasks can be set up for daily, weekly, or custom schedules.

[Q] How do I edit a Smart Flow once it’s created?

[A] Navigate to Workflow Builder, select the flow, and use the Edit option to modify triggers, actions, or templates.

[Q] Are Action Category, Type, and Item all required?

[A] Yes. These three fields define what the system will do when the workflow reaches that task. Missing any of them can prevent the automation from running correctly.

[Q] Can multiple Smart Flow actions be added to one workflow?

[A] Yes. You can add as many Smart Flow actions as needed to craft a fully automated, multi-step workflow.

[Q] Can Smart Flow actions be triggered based on conditions?

[A] Yes. If your workflow includes conditional logic, Smart Flow actions will only run when the criteria you set are met.

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