CRS500: Cheers - Campaigns Administration (Without Answers) PDF February 2024

Cheers - Campaigns CRS500: Cheers - Campaigns Administration...

Cheers - Campaigns CRS500: Cheers - Campaigns Administration (Without Answers) February 2024 Request exam for this version by: May 3, 2024 Materials and assessments for the next version available: May 14, 2024 If completing Continuing Epic Education requirements, visit your My Certificates page for additional information. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181  Epic Systems Corporation 1979 Milky Way | Verona, WI 53593 | Voice: 608.271.9000 | Fax: 608.271.7237 www.epic.com EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 [email protected] Last Revised: May 10, 2024  Table of Contents Introduction 1 1 Campaigns Overview 2 1 Define a Campaign Population Using Registries 3 1 Design a Campaign and Create a Template 4 1 Create a Campaign from the Template 5 1 Prospective Patient Web Forms 6 1 Prospective Patient Campaigns 7 1 Track Campaign Progress 8 1 Troubleshoot Campaigns 9 1 Lab: Event‐Initiated Campaigns 10 1 Appendix A: Complete Your Training Track 11 1 Appendix B: Cheers ‐ Campaigns Administration 12 1 Exam Appendix C: Additional Epic Resources 13 1 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 3  CRS500: Cheers ‐ Campaigns Administration 4 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181  Introduction 1 1 Introduction Prerequisites and Expectations 1 3 How to Use This Training Companion 1 4 View a Training Companion With and Without 1 5 Answers How to Complete This Training 1 6 Mark This Training Companion as a Favorite 1 6 How to Request Access to Epic's Cert Environments 1 6 Access a Study Environment 1 8 Classic 1 8 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 5  1 2 Introduction Welcome to CRS500: Cheers ‐ Campaigns Administration! In this companion, you will learn how to proactively engage patients in their care and build brand loyalty. Campaigns provides you with the tools to automate the targeting, communication, and tracking of care gaps, patient management, and service line promotion campaigns using Epic. By the end of this companion, it is expected that you will be able use the tools and complete in‐ system configuration with the companion to guide you. It is not expected that you will be able to complete all the steps in the system on your own. When you have questions outside of class, please email [email protected]. Include the following information to allow us to best assist you: What companion, chapter, and page﴾s﴿ you are referencing If you are asking about something you see in the system, please include: The name of the environment you are working in ﴾e.g. Project Aug Classic, Study S Hyperspace﴿ Companion or task name, section header, page number, and step The User ID you are logged in as The patient name or MRN, if applicable Any configuration you did that the trainer may need to look up What troubleshooting you previously tried that didn't give you the intended results EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 6 CRS500: Cheers ‐ Campaigns Administration  Introduction 1 3 Prerequisites and Expectations Everyone should do the following: 1. You should have already completed the pre‐requisite course requirements: A certification in ONE of the following Epic Applications: EpicCare Ambulatory Healthy Planet Cadence Tapestry CRM MyChart Attended CLN2340v Introduction to Analytics Registries. Note: This does not apply if you are already certified in Healthy Planet. 2. Make sure you have access to a training environment. Epic Staff: You do not need to do anything to gain access. Customers: You will do this in the Study environment assigned to you. If you do not currently have access to a Study environment, follow the instructions in the How to Request Access to Epic's Cert Environments section. 3. Check your email to find the email sent to you by the Cheers training team. That email will contain your login information for the exercises in this workbook. You will receive that email one week before class. Want to start earlier than one week before class or choosing to self‐study? Replace the ## at the end of the logins listed with step 1 with any two numbers 01‐50. Passwords for all users in this class are train. 4. Get lost? Email [email protected] for help. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 7  1 4 Introduction How to Use This Training Companion This training companion is for use in conjunction with other course materials. Note that new training materials are released regularly throughout the year. If you downloaded this companion even a few weeks or months ago, there may be a new version that you should use instead. At the beginning of this companion, look at the version and dates listed. If you'll complete a task after its listed date, be sure to check the All Training Companion Change Log to see if there are significant changes to the new materials. If there are, be sure to download the new materials when they're released. You'll find informative text boxes and do‐now steps throughout the lessons to draw your attention to specific content. There are a few different types of text boxes you might encounter. Each has a different purpose as defined below: A "Critical Box" means that information shared here is critical. An "Example Box" gives a scenario for the content that follows. A "Beyond the Basics" box provides additional information that may be helpful to enhance understanding, but is not critical. You do not need to know this information for this course's assessment﴾s﴿. A "Write‐It‐Down" box allows you to write down information or answer a question. A "Foundation System FYI" shares information about how the Foundation System handles the workflow you are seeing or other Foundation considerations. A "Setup" box gives you more information about system configuration. A "Real World Context" box will clarify industry‐standard terminology or practice for those who are new to the industry. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 8 CRS500: Cheers ‐ Campaigns Administration  Introduction 1 5 View a Training Companion With and Without Answers During class, you will use the training companion without answers. It would be inefficient to print out the version of the training companion that includes answers. Instead, refer to it on Galaxy or download it as a PDF. In Galaxy, you can view a training companion with and without answers using a toggle on the menu on the right: You can also download either version from the toolbar: 1. Click Download Options. 2. Select ﴾Without Answers﴿ or ﴾With Answers﴿. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 9  1 6 Introduction How to Complete This Training Before coming to class, or before self‐studying this material, you'll need to complete the following. Even if you've already downloaded materials, be sure that you're using the current version. At the beginning of this companion, look at the version and dates listed. If you'll complete a task after its listed date, be sure to check the All Training Companion Change Log to see if there are significant changes to the new materials. If there are, be sure to download the newest materials using the steps below. Mark This Training Companion as a Favorite We make occasional changes to this training companion. To ensure that you receive notifications to the email address associated with your UserWeb account when major changes are made, mark the companion as a favorite in Galaxy. 1. Go to https://galaxy.epic.com. If prompted, log in with your UserWeb name and password. 2. Search for "CRS500: Cheers ‐ Campaigns Administration". 3. Find the Campaigns Administration training companion. Notice there is a "With Answers" version of the training companion. Use this version to check your work. 4. Click the star next to the companion to mark it as a favorite. How to Request Access to Epic's Cert Environments Epic's cert environments allow you to complete projects and study. Using the steps below, you can request access to these environments. If you already have access, you'll be able to confirm that access during the request steps. There might be some additional setup you have to do in order to access a cert environment. For example, you may need to work with your IT team to confirm you have the current version of Citrix installed. For a full overview of this process, view the EA001 Using Epic Access e‐learning lesson or review the Welcome to Certification Environments document on Galaxy. Below are the basic steps to obtain access to a Study and/or Project environment. 1. Go to the Training Home on the UserWeb. Epic employees: Go to step 4. You do not need to request these environments. 2. Under the Certificate Resources section, select Cert Environment Request. You can see any environments currently assigned to you. You can request new Study and/or Project environments. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 10 CRS500: Cheers ‐ Campaigns Administration  Introduction 1 7 NOTE: You will only be assigned one environment per version. 3. Once you submit your request, close your web browser. 4. Open a new browser tab and go to Epic Access: Most learners: Go to access.epic.com. If you selected a country in Europe or the Middle East: Wait 15 minutes; then go to EUaccess.epic.com. The system takes up to 15 minutes to process access requests for Europe or the Middle East. 5. Log in, using the same credentials you use to log in to the UserWeb. If prompted, provide your 6‐digit authentication code. ﴾If you haven't configured multi‐ factor authentication, click the Learn More link.﴿ You might be prompted to log in again; use the same credentials you use for the UserWeb. You have completed this step when the site displays "Home" and "Apps" at the top of the page. 6. Consider using the Check Your Setup option before you start using cert environments. This will confirm if your device meets all the requirements. 7. Click the icon to launch the corresponding application. Use Study icons for self‐study or after‐class practice. Use Project icons for projects or when explicitly told to use Project environments. Use Virtual Training icons only during virtual classes, or when explicitly told to use them. If your training materials instruct you to find an icon you don't see, use the search field to EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 11  1 8 Introduction find it. To add the icon to the Home screen, click the star in the icon. Technical Difficulties? If you're experiencing technical difficulties, such as your computer asking you, "How do you want to open this file?" when you click an icon, see this article on Galaxy. If you still experience issues or have questions on training materials ﴾including training user IDs and passwords﴿, use the email address listed at the beginning of this training companion. Access a Study Environment A Study environment allows you to complete the exercises from this training companion independently. Keep in mind that Study environments refresh every Friday at 10:00 PM Central Time ﴾or 10:00 PM European Central Time for EUaccess﴿. This means that anything you complete on a Friday will be removed by Saturday morning. If you find that another trainee has completed the work using your classroom information sheet, simply choose another classroom information sheet. To access a Study environment, you may have to request access first ﴾see the section titled "How to Request Access to Epic's Cert Environments"﴿. If you already have access, you can find the environments following the steps below: 1. Go to Epic Access. Most learners: Go to access.epic.com. Learners in Europe or the Middle East: Go to EUaccess.epic.com. 2. Log in, using the same credentials you use to log in to the UserWeb. If prompted, provide your 6‐digit authentication code. ﴾If you haven't configured multi‐ factor authentication, click the Learn More link.﴿ You might be prompted to log in again; use the same credentials you use for the UserWeb. You have completed this step when the site displays "Home" and "Apps" at the top of the page. 3. Confirm each Study icon's name contains the month of the version listed on the first page of this companion. If you don't see the Study icon you need, use the search field to find it. To add the icon to the Home screen, click the star in the icon. 4. Click the Study icon to launch the application. Log in using the login credentials provided to you from your training materials. If you attended a class, you can likely use the same logins you used for that class. You can also reach out to your application’s training team for assistance. Classic EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 12 CRS500: Cheers ‐ Campaigns Administration  Introduction 1 9 The Classic client is the original Hyperspace client. As of Epic’s May 2022 release, all end‐user facing activities are available in the new, web‐based Hyperspace. However, some administrative activities have not yet been migrated and are available only in the Classic client. If you need to build, configure records, or use utilities, do so in Classic ﴾or Text, see below﴿. Some admin activities are already available in Hyperspace, and more will be migrated over time. However, it’s not worth memorizing which activities are in Hyperspace and which ones must be accessed via Classic. You should, however, test your build/configuration in Hyperspace. Log in to Hyperspace as an appropriate test user, one who represents users affected by your build. For example, if you build an Order Set, log in to Hyperspace as a test physician to confirm that the Order Set works as expected. Beware! You can access most end‐user activities via the Classic client, which makes it tempting to test your build in Classic. Don’t do that. Some activities behave differently in Classic, and you should test your build in the client that end users actually see: Hyperspace. Epic plans to eventually migrate all administrative activities from Classic to the new web‐based Hyperspace. When that migration is complete, the Classic client will be retired. Build in Classic. Many admin activities are not available in Hyperspace. Test in Hyperspace. Some end‐user activities behave differently in Classic, and Hyperspace is what your users use. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 13  1 10 Introduction If your organization is already live on Epic, it’s possible that some or all your users are still using the Classic client to access Epic and do their jobs. If so, it likely appears as “Hyperspace” to them. If you support users who still user the Classic client, you should build and test in the Classic client. ﴾For class, we will assume users are not using Classic, and test our work in Hyperspace on the Hyperdrive client.﴿ For more information, search galaxy.epic.com for: Web Migration, Hyperdrive, and You Administrative Activities and Your Hyperdrive Migration Timelines Coming Soon: the Partial Retirement of Classic Starting with the May 2024 version of Epic: Most admin activities will be available in Hyperspace on the Hyperdrive client. The Classic client will be partially retired, meaning: Only a small set of activities will be available in Classic: those administrative activities that have not yet been web‐migrated, plus a few supporting or closely‐associated activities. Click here to see the list of activities. User‐facing activities will no longer be available in the Classic client; you will no longer be EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 14 CRS500: Cheers ‐ Campaigns Administration  Introduction 1 11 able to inadvertently test user workflows in Classic. With the May 2024 version, the strategy will shift to "Build in Hyperspace ﴾on the Hyperdrive client﴿, unless you can't." For more information, go to nova.epic.com and review release note 876656, "It's Time to Start Building in Hyperdrive." This training companion is based on the February 2024 version of Epic. The changes described above will be reflected in Epic's project team training starting on October 21, 2024. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 15  2 1 Campaigns Overview Campaigns Overview What is Campaigns? 2 3 How do Campaigns Work? 2 5 Step 1: Identify a Campaign Population 2 6 Step 2: Configure Patient Outreach 2 7 Step 3: Measure a Campaign's Impact 2 8 Follow Along: Plan a Campaign 2 10 Campaigns Security 2 11 Instructor Demo: Foundation System Campaigns 2 12 Campaigns Strategy 2 14 Campaigns Oversight 2 14 Campaigns Project Team 2 14 Consider Your Scope 2 15 Homework: Identify Your Campaigns Team 2 17 Reviewing the Chapter 2 18 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 16 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 2 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 17  2 3 Campaigns Overview What is Campaigns? Healthcare organizations use targeted outreach and precision marketing to improve patient health and increase revenue by encouraging adoption of services and reminding patients of preventive care. Epic’s Campaigns module allows you to connect with patients ﴾or prospective patients﴿ and expand your customer relationship management using the robust information already in your system. The Campaigns module can also integrate with Healthy Planet and Analytics registries to keep your targeted outreach initiatives in step with care management and preventive care. Coordinating outreach with the Campaigns module helps you: Encourage specific groups of patients to improve their health through your organization's services. Incorporate precision marketing and targeted outreach in your population health initiatives. For example, you can let patients know about services that can help them follow up on preventive care. Customize outreach to specific patients through platforms like MyChart, personalized messages from providers, or calls from your care management staff. It can also help you provide extracts to SMS vendors for outreach via text message if you are not yet licensed for Hello World, Epic's native SMS platform. Write It Down What use cases can you think of for targeted outreach and precision marketing in healthcare? Important Campaigns Vocabulary You will hear these terms used throughout this training companion as well as out in the real world as you work with campaigns at your organization. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 18 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 4 A period of targeted to a specific group of patients. The record that determines for the campaign, such as frequency of runs, goals of the campaign, and the population you want to reach out to. The record that uses the settings defined in the campaign template as a starting point for a specific campaign. Population health or marketing specialists can create and make changes to a campaign configuration without affecting the campaign template. A person who is by a campaign. For example, a person who is eligible for their yearly mammogram who hasn't had it yet. A of the campaign targeted toward a subset of the eligible leads. For example, a periodic campaign could have a recurrence each month. A period of outreach in which the outreach messages are within your campaign. When a lead reaches the set for them in the campaign. For example, a person who is eligible for their yearly mammogram receives outreach and then gets a mammogram. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 19  2 5 Campaigns Overview How do Campaigns Work? Analysts create templates that population health or marketing specialists can use to build multiple campaign configurations that share similar settings like campaign frequency or available outreach methods. When multiple Campaign configurations are created off a single template, an individual patient will only be included in the population for one campaign configuration at a time. Campaign configurations allow population health and marketing specialists to change the text of outreaches to fit the needs of different patient subgroups without testing and validating the campaign template each time. IT staff can monitor individual campaigns' technical performance on a dashboard while marketing specialists use a dashboard to monitor individual campaigns’ outcomes. Here’s an example: You offer pop‐up flu clinics each flu season. Instead of creating a flu shot campaign every few months with small differences, such as the date and location of the clinics mentioned in the outreach messages, analysts create a flu shot campaign template and make it available to care managers or marketing staff. Stakeholders validate that MyChart messages and printed letters are appropriate ways to let patients know about the clinics. Population health or marketing specialists create a campaign configuration from the template, customize the text of the outreach, and start the campaign. Typically, a campaign's success depends on the subsequent actions of the patients who receive outreach messages. Take a look at this example: Rebecca is a 41‐year‐old active professional with three kids. She manages her own health and her family’s health, so she appreciates receiving reminders for appointments that haven't been scheduled yet on her phone. Your population health team wants to let patients who are due for an eye care appointment know about a new LASIK center opening this month in case those patients might be interested in pursuing corrective surgery. The campaign they create automatically finds eligible patients like Rebecca and sends a message directly to them through MyChart. If the campaign finds that the patient is not signed up for MyChart, they receive an email with the outreach. Rebecca sees that the new LASIK center is conveniently close to her home, so she replies to get a consultation scheduled this week. When Rebecca comes in for her consultation and schedules her LASIK surgery, the information documented in her chart marks the campaign as successful. Since she no longer needs corrective eyewear after her surgery, she'll no longer receive outreach for campaigns targeted toward patients who do. Marketing specialists at your organization see on their dashboards that several patients scheduled LASIK appointments after receiving a MyChart message, so they note that MyChart is an effective outreach method for future campaigns. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 20 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 6 Write It Down What attributes of this of this Campaign made it successful? The process of creating a successful Campaign can be broken down into three key steps: identifying the population you want to reach, configuring the patient outreach method, and defining how the Campaign's impact will be measured. Step 1: Identify a Campaign Population A campaign begins by determining the target population. How often the campaign looks for the target population depends on its recurrence cycle. There are three types of campaign recurrence cycles available in Campaigns: Ad Hoc Periodic Event‐ Initiated How the system finds the target population can vary based on the recurrence cycle configured, but in many cases, identifying a population starts with an analytics registry or registries. The population of the analytics registry is considered the base population. You narrow the base population down to your target population using population inclusion rules. Ideally, your organization will have a registry that is a close match to your target population. Using large EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 21  2 7 Campaigns Overview registries, or registries that have only a small fraction of your target population may take unneeded system resources and limit processing for other campaigns or system usage. Rule build is covered in both the EpicCare Ambulatory and Cadence certificates. If you need a refresher, please refer to one of those training companions. Population Inclusion rules are configured with a Patient, Campaign Patient, Prospect, or Campaign Lead context. Step 2: Configure Patient Outreach After determining the target population you will configure outreach to people in that population. Using Campaigns, you'll have the following outreach options: After Visit Summary ‐ Add text to your existing AVS for patients in the target population Letter ‐ Send a physical letter to patients Order ‐ Place an order for patients in the population Patient Portal Home ‐ Add a message to a patient's MyChart feed Patient Portal Letter ‐ Send a letter via MyChart Patient Portal Message ‐ Send a message via MyChart Email ‐ Send an email message SMS ‐ Send a text message Customer Service Case ‐ Generates a CRM In Campaigns System Definitions, you can configure specifics of each outreach method. There are also settings allowing you to limit the number of outreaches per type in a given day. Define a background user who will be given credit for letter generation as well Letter Outreach as a department. Without these settings defined, letter outreach will not be Method generated. Patient Portal Define a sending user who will be given credit for patient portal letter Letter Outreach generation as well as a sending department. Without these settings defined, letter outreach will not be generated. Method Patient Portal Define a sending user who will be given credit for patient portal message Message outreach ﴾MyChart Messages﴿. Outreach Method Order Outreach Define the preference lists containing the order templates that can be selected Method when configuring an outreach of type order in a Campaign. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 22 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 8 Email Outreach Defines the email address email outreach will be sent from and the email Method address that will receive replies. Define a sending user who will be given credit for SMS generation through Epic, as well as a sending department ﴾note: this feature requires Hello World ‐ see SMS Outreach the "Expand Your Outreach with Text Messages" section elsewhere in this Method Training Companion﴿. Without these settings defined, SMS will not be generated. Customer Defines the department that will generate the customer service cases and the Service Case statuses in which a case can be automatically marked as resolved. For example, in Foundation System, if a patient opts out of a Campaign, the customer service Outreach case generated by the Campaign will be automatically resolved. Method Per outreach type, define a daily limit and timing limits as to how many of that outreach type can go out and during what times of the day and week. Daily limits are distributed over the allowed time the outreach can send. For example, a 10,000 daily limit over 10 hours means roughly 1,000 outreaches will be sent per hour. Outreach Limits To determine appropriate outreach limits, we recommend looking at downstream systems, such as your ADT interfaces, MyChart logins, and other systems to ensure you don’t accidently inundate them. Campaign limits can then be used to titrate outreach even further on a run by run basis. Defines a background audit user to log to the status change audit trail when the Audit campaign status is updated automatically by a background process or the campaigns engine. This is how a Campaigns Patient Portal Home outreach looks within a patient's MyChart feed: In the example above, patients interested in taking part in the weight loss seminar can schedule themselves directly from the outreach. Step 3: Measure a Campaign's Impact Using the Epic‐released Campaign Summary dashboard or Campaign Details Dashboard, marketing EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 23  2 9 Campaigns Overview specialists and other stakeholders can view data on a campaign's impact. A campaign's success is measured in conversions. How many people targeted by the campaign reached the set goal of the campaign? An example of impact metrics displayed on a Dashboard. The metrics displayed can be filtered to display a specific Campaign. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 24 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 10 Follow Along: Plan a Campaign Pediatric providers have been seeing an increased number of patients with the flu recently so they want to promote the flu shot to those who have not had it yet. You need to identify the population you want to reach, configure the outreach, and decide the metrics you will use to measure the campaign's impact. The first step is to identify a campaign population. Write It Down Based on the scenario, who should be your target population? To gather a comprehensive list of patients in your identified target population, you can add metrics to your active patient registry or create a new registry. This is discussed more in depth in the next chapter. Once your target population is identified, you need to configure outreach for your target population. Outreach Options: After Visit Summary ‐ Add text to your existing AVS for patients in the target population Extract ‐ Send a flat file from Reporting Workbench to a third‐party outreach vendor, such as a vendor that sends text messages Letter ‐ Send a physical letter to patients Order ‐ Place an order for patients in the population Patient Portal Home ‐ Add a message to a patient's MyChart feed Patient Portal Letter ‐ Send a letter via MyChart Patient Portal Message ‐ Send a message via MyChart Email ‐ Send an email message SMS ‐ Send a text message Customer Service Case ‐ Generates a CRM EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 25  2 11 Campaigns Overview Write It Down Based on the options above, what outreach options make the most sense for your target population? Note that you can use more than one outreach method in a Campaign. The final step is to measure a campaign's impact. Write It Down What are some metrics you would want to determine the success of your campaign? During your Cheers implementation, you will work with your Epic representative to determine answers to these questions for your first Campaign. Campaigns Security In order to access the administration activities related to Campaigns, you will need a Campaigns security class. There are four Epic‐released security classes outlined in the table below. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 26 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 12 Campaigns Who Should Have Security Points Enabled It Class 60000 ‐ Users can edit security classes, edit Campaigns system Campaigns Campaigns settings, can build and test templates, and can start, stop, or technical owner and Analyst pause an active campaign. This security class has all security analysts working points enabled. closely with Campaigns 60001 ‐ Users can edit an existing campaign template, create and edit Marketing users or Campaigns campaign recurrences, create a population for a campaign analysts who need Content from Reporting Workbench results, and test outreach or more limited access Owner campaigns on test patients. 60002 ‐ Users can can start, stop, pause, and resume campaigns, edit Campaigns lead and Campaigns campaign recurrences, and test on test patients. non‐technical Manager owners 60003 ‐ Users can opt patients out of campaigns. Call center agents Campaigns and front desk End User In addition to Campaigns security, analysts and technical owners should have SlicerDicer security to manually create campaign populations using SlicerDicer. You can edit security classifications in the Campaigns Security Class Editor. Instructor Demo: Foundation System Campaigns You can use the Epic‐created campaign templates in the Foundation System as is or as a guide to building your own campaigns. Open the Breast Cancer Screening Foundation System campaign and review how it is set up. 1. Log in to Classic as your Sam user ﴾4110##/train﴿. 2. Search for Edit Campaign Template. 3. Search for "breast cancer". 4. Review the Population section of the campaign template. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 27  2 13 Campaigns Overview Write It Down What is the population being targeted by this Campaign template? 5. Review the Stop Outreach section settings. Write It Down What would cause this campaign template to stop outreach to a patient? 6. Look through the Outreach settings on the right‐hand side and answer the following question. Write It Down How long are phases 1 and 2 of the outreach? 7. Click Cancel to close out of the campaign template. For more information on Foundation System campaign templates, check out the See Campaigns in the Foundation System section in the Campaigns Setup and Support Guide. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 28 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 14 Campaigns Strategy Effective governance of your Cheers ‐ Campaigns model is crucial to the success of your present and future campaigns. During your implementation, will need to define: Your oversight group to review or create basic policies and project groundwork. Your project team to carry out the in‐system build and communicating technical limitations. Your project scope and details that might affect the scope to prioritize which campaigns to create and determine any additional build or resources you may need. Campaigns Oversight Your oversight group is responsible for defining and communicating your organization's goals for the Campaigns module so they can prioritize new campaigns and address decisions or changes requested by the project team. This group must be created and have done the following tasks before finalization of scope and project team. Determine a process for overseeing campaign success. This is often done using the Epic‐released Campaign System Monitoring and Campaign Summary dashboards. Establish a documentation process for validating and revising campaigns. Review your current policies on outreach and make sure policies and methods are clear to campaigns users, analysts and organizational leadership. If this is your first time running a campaign that targets large groups of patients or involves direct outreach, ensure that technical experts are involved in scoping. Refer to the Prepare for System Processing Needs topic in the Campaigns Setup and Support Guide for more information. Campaigns Project Team Campaigns workflows involve many teams and are integrated closely with other Epic applications like EpicCare Ambulatory, Healthy Planet, CRM, MyChart, and Cogito. For campaigns that focus on a medical specialty, include the relevant Epic application team in the team. You must establish processes for communicating with these teams to ensure that patient outreach and population health build is cohesive and has clear owners. Campaigns also rely on communication between campaigns stakeholders and technical experts at your organization. Identify owners for communicating with technical experts about considerations or limitations that might affect your campaigns. Some important roles in Campaigns project team include: Campaigns Technical Owner EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 29  2 15 Campaigns Overview Often, the campaigns technical owner is an application analyst who dedicates additional time to campaign‐related tasks. This analyst typically comes from the application that will be most involved in running campaigns, such as Healthy Planet or EpicCare Ambulatory. Key responsibilities of the campaigns technical owner include: Working with stakeholders to determine requirements for campaign templates and revising the templates based on feedback from population health or marketing leads. Monitoring campaign performance and escalating as needed. Ensuring build timelines are met. Campaigns Owner The campaigns owner is typically a marketing or population health specialist at your organization, but might also be a Healthy Planet or CRM analyst. Your organization might need more than one campaigns owner, depending on the scope of your initiatives. Key responsibilities of the campaigns owner include: Creating individual campaigns from templates created by the campaigns technical owner and/or project team. Monitoring campaigns and starting, stopping, and pausing them as needed. Working with stakeholders to determine when new campaigns are needed and sharing feedback on ongoing campaigns. Campaigns User Other users at your organization, such as marketing specialists, that currently create campaigns and/or send outreach messages. Campaigns users may be responsible for monitoring ongoing campaigns. Database Administrator Your organization’s database administrator works with your campaigns technical owner and Epic Server Systems representative to monitor campaigns’ effect on your overall system performance. Campaign Sponsor Your organization’s campaign sponsor typically serves on a steering board or committee that validates campaigns, providing feedback on overall direction and details of individual campaigns like outreach methods or target population. Application Analysts Members of your EpicCare Ambulatory, Healthy Planet, CRM, MyChart, and Cogito project teams will likely maintain continued involvement to support campaigns. Consider Your Scope Your campaigns team, including your project team, subject matter experts, and oversight group, need to work together to create a project scope based on the goals of your overall campaigns initiative and your EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 30 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 16 implementation. As part of scoping, answer the following questions: How will campaigns in Epic supplement and integrate with your existing campaign strategy and outreach? The project team should review your existing outreach campaigns to help determine which campaigns you plan to transition to Epic and what new campaigns you want to create. Which campaigns do you plan to focus on as part of your initial implementation of the Campaigns module? Select a campaign targeted at a small group of patients to serve as your pilot campaign during go‐live. How will you prioritize review and creation of new campaigns? Which outreach methods do you plan to use? With the help of a population health or analytics project lead, determine whether you need to go live with additional registries or outreach methods as part of your Campaigns implementation. Do you plan to limit the amount of outreach messages that go out each day to reduce processing needs or use of resources? Do you plan to limit the number of campaigns an individual can be enrolled in simultaneously? If so, how will you prioritize specific campaigns that should be started before other campaigns? EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 31  2 17 Campaigns Overview Homework: Identify Your Campaigns Team Use the following table to write down the relevant reference information for your organization. Role Name﴾s﴿ Contact Information Campaigns Technical Owner Phone: Email: Campaigns Owner Phone: Email: Campaigns User Phone: Email: Database Administrator Phone: Email: Campaigns Sponsor Phone: Email: Application Analysts Phones: ﴾EpicCare Ambulatory, Healthy Emails: Planet, CRM, MyChart, and Cogito﴿ For more information on Campaigns governance strategy, check out the Campaigns Strategic Guidance section of the Campaigns Setup and Support Guide. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 32 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 18 Reviewing the Chapter Review Questions 1. Which of the following terms is the execution of a campaign directed towards a specific population? A. Conversion B. Lead C. Recurrence 2. A person who is eligible for or targeted by a campaign is a… A. Target B. Lead C. Mark D. Registrant 3. A____________ is when a campaign has successfully achieved its goal. A. Conversion B. Recurrence C. Lock D. Check 4. Which of the following are types of Campaign Recurrence Cycles? Choose ALL answers that apply. A. Ad Hoc B. Periodic C. Registry Based D. Event‐Initiated 5. True or False: All of the following are outreach methods available for Campaigns to use; After Visit Summary, Letter, Order, Email, Patient Portal Message, SMS. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 33  2 19 Campaigns Overview EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 34 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 20 Review Key 1. Which of the following terms is the execution of a campaign directed towards a specific population? A. Conversion B. Lead C. Recurrence Answer: C 2. A person who is eligible for or targeted by a campaign is a… A. Target B. Lead C. Mark D. Registrant Answer: B 3. A____________ is when a campaign has successfully achieved its goal. A. Conversion B. Recurrence C. Lock D. Check Answer: A 4. Which of the following are types of Campaign Recurrence Cycles? Choose ALL answers that apply. A. Ad Hoc B. Periodic C. Registry Based EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 35  2 21 Campaigns Overview D. Event‐Initiated Answers: A, B, D 5. True or False: All of the following are outreach methods available for Campaigns to use; After Visit Summary, Letter, Order, Email, Patient Portal Message, SMS. Answer: True EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 36 CRS500: Cheers ‐ Campaigns Administration  Campaigns Overview 2 22 Study Checklist Make sure you can define the following key terms: ☐ Campaign ☐ Campaign Template ☐ Campaign Configuration ☐ Lead ☐ Recurrence ☐ Phase ☐ Conversion ☐ Extract Make sure you can perform the following tasks: ☐ Identify different forms of outreach a patient might receive. ☐ Find a foundation system Campaign. Make sure you fully understand and can explain the following concepts: ☐ Differentiate between the three types of Recurrence Cycles. ☐ Understand how a patient would receive outreach. ☐ Understand the Campaigns implementation strategy. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 37  3 1 Define a Campaign Population Using Registries Define a Campaign Population Using Registries Use Registries with Campaigns 3 3 Follow Along: Create a Tiered Registry using Active Patients 3 4 Add Metrics to Your Registry 3 5 Exercise 1: Add a Metric to Your Active Campaigns Patient Registry 3 6 Exercise 2: Explore Patient RDT Records 3 7 Update Patient Registry Data 3 9 Instructor Demo: Use the Registry Monitor to Investigate and Force 3 9 Registry Updates Instructor Demo: Update Registry Data for a Subset of Patients 3 10 Reviewing the Chapter 3 12 EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 38 CRS500: Cheers ‐ Campaigns Administration  Define a Campaign Population Using Registries 3 2 If you are self‐studying this companion for the CRS2000: Campaigns End‐User Badge, skip this chapter and move on to Design a Campaign and Create a Template. Registries define a specific patient population and enable the collection of relevant data. Campaigns relies heavily on the populations identified by registries, and the data tracked about those patients. To effectively build Campaigns, you must have a strong understanding of analytics registries. This lesson covers the basics of how registries work and gives you the tools needed to troubleshoot issues with a patient's registry membership. For more information on registry build, watch the Modifying Reporting Registries [RPT750] eLearning. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 CRS500: Cheers ‐ Campaigns Administration 39  3 3 Define a Campaign Population Using Registries Use Registries with Campaigns What are the Benefits of Using Registries with Campaigns? Registries define the base population evaluated for a campaign. Write It Down Using an “Active Campaign Patients” registry that includes all patients that should ever be considered for a campaign: "Active Patients" is an Epic‐released registry that includes patients who are alive and an eligible encounter in the last three years, is on a certain registry, has an appointment in the next three months, or has a specified coverage. Further segmentation of this population for a specific campaign is achieved by applying inclusion rules to your “Active Campaign Patients” Registry or by using a more targeted registry and using inclusion rules to verify the patient is also on the “Active Campaign Patients” registry. Target Populations Since an organization has limited outreach resources, the "Active Patients" population can be inappropriately broad when defining your potential campaign outreach population. EpicUUID: 3051F455-38D4-4981-B4A2-C0EA3CA42181 40 CRS500: Cheers ‐ Campaigns Administration  Define a Campaign Population Using Registries 3 4 Write It Down Creating a registry tiered from "Active Campaigns Patients" with more limited logic allows your organization to: In this chapter, you will complete exercises to create a new active campaign patients registry and add