WellConnect FAQs

Find answers to Frequently Asked Questions about WellConnect.

General

+/- All

Why was WellConnect created?

We identified an opportunity to provide physicians with a tool to allow you to reach out to your patients efficiently. The WellConnect tool was created by our partner, Text-Em-All, for VaccineShoppe.com users to help remind patients of health and immunization updates via text and voice messaging.

How Does WellConnect work?

WellConnect uses telephone broadcast technology through our partner Text-em-all to send text and recorded voice messages to a list of telephone numbers. Entering patient numbers or uploading from a spreadsheet is easily done on-line using a secure login. You then type out your text message and/or record a message on a toll-free number and schedule when the text and call should be made. If no one picks up the telephone, then WellConnect leaves a message. There is an easy-to-use on-line "dashboard" that displays real-time reporting to help you track results and manage contact lists.

What are the benefits of WellConnect to my patients?

WellConnect helps patients stay better connected and that could lead to better health. It can remind patients of immunizations, well visits, and physicals. It can also keep them informed of wellness messages, drug recalls, and office changes.

Am I eligible to use WellConnect?

Every VaccineShoppe.com user, regardless of purchasing status, has the ability to sign up and use WellConnect.

Pricing

+/- All

How much does WellConnect cost?

For VaccineShoppe.com users, WellConnect costs just 7¢ per credit. There are no set up fees and no contracts.

How do credits work?

Each credit allows for the delivery of a recorded message of up to 30 seconds in length to a single phone number, or text message up to 160 characters to a single phone number.

Only calls and texts successfully delivered will count against a client’s credit balance.
No-answers and busy signals are automatically retried, at no extra cost.
Recipients are able to opt-out from receiving future messages, at no extra cost.
Call recipients can repeat the message as many times as they please, at no extra cost. Subject to program cap*
Messages longer than 30 seconds and 160 characters will require additional credits.
For example, 31-60 second messages will require 2 credits, 61-90 second messages
will require 3 credits, and 91-120 second messages will require 4 credits.
Text messages of 161-320 characters will require 2 credits per number, 321-480 will require 3 credits per number and 481-640 will require 4 credits per number.
MMS messages will be 2 credits per number.

Can I send patients a message for free?

Yes! You will find templated messages that are available in your account for free. Make sure to pick "WellConnect" when choosing your type of Broadcast. Subject to program cap*

If you prefer to customize your own message, they will be priced based on length which is covered under "How do credits work?".

Would I be charged for calls that aren't delivered?

No. Only calls that are answered by a live person or that leave a voice mail message will count against your call balance.

Technical

+/- All

What states or countries can I call?

WellConnect can deliver messages anywhere in the 48 continental United States, Hawaii, and Canada.

What will the called ID say on the patient's telephone?

The practice's telephone number will be displayed for phone calls. This setting will be provided by the account in the setup. If using text, you’ll be provided a unique, toll-free number to text with upon sign up.

Do the calls go through my office telephone?

No. The outbound calls do not use your office phone.

How quickly do my calls go out once I send them?

If you choose the option for immediate delivery, the calls go out almost instantly. Please consider this while staffing for return calls.

How do I pull patient names and numbers from my current system?

Each medical system is very different. You will need to consult your provider to find the easiest way to export the information from your current billing or practice management system into a spreadsheet. Once you have the data on a spreadsheet, follow the easy instructions for formatting and uploading the list in the WellConnect portal at Text-em-All.com.

Does WellConnect integrate with State and National "Do Not Call" lists?

No. This tool is not intended to be used for unwanted calls. Therefore, they do not integrate with state and national "Do Not Call" lists. The WellConnect vendor, Text-Em-All manages its own "Do Not Call" list. Recipients may elect to be added to this list by visiting Text-Em-All.com and clicking “Opt Out”.

What happens if the person doesn't answer when my call is made?

If someone is not available to answer, the WellConnect tool will also deliver to an answering machine. If a telephone line is busy, or someone doesn't have an answering machine, the tool will attempt to deliver your message 3 additional times (5 minutes later, then 15 minutes later, and again 15 minutes later). You may customize the number of retries to be fewer than 3.

Who do I contact for technical support?

Technical Support for WellConnect is provided by our partner, Text-Em-All. You can contact them by calling (877) 226-3080 or by sending an e-mail to support@text-em-all.com.

Can l deliver messages to a business extension or voice mail account?

WellConnect messages must be delivered to a direct line which can be answered live by the patient or be left on their voicemail. Messages are unable to be delivered to any telephone system that requires the entering of an extension number or forwarding by a person.

Privacy

+/- All

Will my contact or member list(s) be sold?

No. Please see the Text-Em-All Privacy Policy here.

Is this program compliant with the Health Insurance Portability and Accountability Act (HIPAA)?

Yes the platform is compliant with HIPAA regulations.