EncompassMessage – Quick Start Guide
This feature is an add-on solution and requires setup by Eyefinity and may include additional cost. For information on how to get started, see our website.
Welcome, and thank you for choosing EncompassMessage!
Your practice is now equipped with automated patient notifications designed to improve communication, reduce no-shows, and enhance the overall patient experience—right out of the box. This guide gives you a simple overview of what’s already enabled for your practice and the key steps to personalize your messages.
You setup and access EncompassMessage via Admin, located at https://pn-admin.eyefinity.com/.
Welcome to EncompassMessage
Thank you for adding EncompassMessage to your practice. Your solution is now live and includes a curated set of notifications designed around what practices use most and what patients respond to best.
These messages help you:
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Keep patients informed.
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Reduce manual follow-up.
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Improve appointment confirmation rates.
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Encourage timely exam recalls.
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Update patients on order status.
We added your first user but if needed, you can add more.
So now, you’re all set with the essentials—let’s take a quick look at what’s been enabled.
Appointment Reminders
Your system now automatically sends the following reminders based on best practices and real customer feedback:
• 5-day reminders - Sent to confirmed and unconfirmed appointments by email, voice, and text.
• 2-day reminders - Sent to unconfirmed appointments only by email, voice, and text.
• Same day reminders - Sent to confirmed and unconfirmed appointments via text only, two hours before the appointment.
The table below outlines the templates reminder notifications use.
| Template | Description | Scheduled Reminders |
|---|---|---|
| Appointment Confirmed | Sent to confirmed appointments |
• 5-day reminder • Same-day reminders |
| Appointment Reminder | Sent to unconfirmed appointments |
• 5-day reminder • 2-day reminder • Same-day reminders |
To ensure every patient receives a timely recall, with EncompassMessage, your practice now sends recall reminders whether or not a patient has a scheduled recall on file:
For patients with a scheduled recall in Encompass, the scheduled recall notifications will respect the recall setup configured in Encompass Admin:
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A reminder before the scheduled recall date.
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A reminder after the scheduled recall date.
All recall reminders use the standard Recall Reminder template noted below.
| Reminder Type | Template | Used Applies To |
|---|---|---|
| Encompass Scheduled Recall - Due | Recall Reminder | Patients with a recall scheduled to go out before the recall due date. |
EncompassMessage automatically notifies patients when their eye wear is in process or ready and, if you also have PatientNavigator, includes tracking links.
For practices without PatientNavigator:
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Order Ready for Pickup - Message sent when order status is moved to Received in Encompass - Text and email only.
For practices with PatientNavigator:
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Order Ready for Pickup - Pat Nav. (with tracking link) - Message sent when order status is moved to Received in Encompass - Text and email only.
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Order Confirmation - In Process - Message sent when order is moved to In Process in Encompass - Text and email only.
The table below outlines the templates order notifications use.
| Reminder Type | Template Used | Applies To |
|---|---|---|
| Order ready for pickup | Order ready for pickup | Orders currently in a “received” status in Encompass for practices without PatientNavigator. |
| If you have PatientNavigator, then the following are set by default: | ||
| Order ready for pickup | Order ready for pickup - Pat. Nav | Orders currently in a “received” status in Encompass. The notification includes a link the patient can use to track the order status through PatientNavigator. |
| Order Confirmation – In Process | Order Confirmation – In Process |
Orders currently in an “in process” status in Encompass. The notification includes a link the patient can use to track the order status through PatientNavigator. |
EncompassMessage, if you also have PatientNavigator, automatically notifies patients when they have an outstanding balance. The notice is sent one day after you change the claim status in Encompass to "Billed to Patient". The outstanding balance includes any balance that remains after the claim is processed and any retail balance, if one exists.
If the patient has a retail balance only, the notification is not sent.
For practices with PatientNavigator:
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Outstanding Balance, Call Office - Message sent automatically when a balance is due and instructing them to call the office to pay the balance - Text and email only.
The table below outlines the templates order notifications use.
| Reminder Type | Template Used | Applies To |
|---|---|---|
| If you have PatientNavigator, then the following is set by default: | ||
| Outstanding Balance, Call Office | Outstanding Balance, Call Office | Patient account in Encompass has an outstanding balance. The notification instructs the patient to call the office to pay the balance. |
You have access to additional appointment reminders you can turn on anytime:
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1-day reminder
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3-day reminder
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7-day reminder
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2-week reminder
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3-week reminder
The enabled notifications detailed in this topic are already active and fully functional; however, we highly recommend taking a moment to review your templates.
Why?
Practices see better engagement when the messages have your voice and reflect your personal touch.
We suggest reviewing and personalizing the following template elements:
• Greeting style
• Practice name use
• Signature or closing
• Any special instructions (such as where to park, arrival time, cancellation policy, etc.)
A small amount of customization can go a long way toward building patient trust and consistency. See Customize a template.
You’re all set to begin using EncompassMessage immediately. Your notifications are ready, automated, and aligned with best practices but also fully customizable whenever you’re ready.
If you need help updating templates or adjusting notification settings, your support team is here to assist.
Thank you again!
We’re excited to support your practice in delivering a seamless patient communication experience. If you need anything, we’re here for you.