Mobile Messaging Cheat Sheet

Who This is For

Mobile Program Designers for Patient Services, Hub Vendors, Copay Vendors, Specialty Pharmacies and anyone else trying to reach patients through mobile messaging.

How It Can Help

Start your legal review process with messages that have already been vetted. This can help save time and make your mobile programs more effective.

Summary

This guide is a base of vetted messages from existing programs, though carefully sanitized to protect confidentiality. They have been optimized from many different perspectives, including:

  • Length
  • Comprehension across reading levels
  • HIPAA compliance
  • Patient journey context

This is a living document, updated when  another unique example of mobile messaging goes live, so please check back frequently.

If you have any questions or suggestions for this document, please reach out to us!

Mobile Messaging Guide v2.4



Mobile Messaging Guide

These messages are examples of mobile messaging that have been approved by specialty pharmaceutical legal departments. However, they have been sanitized and do not represent any specific brand or therapy. We hope you find them useful for your mobile messaging efforts.


Welcome Messages (from hub, non-commercial pharmacy, and others)

#

Message

Notes

1

We received your Rx starting with ABE from <Dr. NAME> and will call you to review next steps. Call 888-555-1212 w/ any questions. 

Reply STOP to stop future messages.

Intro message from NCP

2

Enroll in HA Support to receive dedicated resources and support, including mobile updates. helpr.co/abepsp

Reply STOP to opt out of texts.

PSP invite from self-invite or hub

3

You may be eligible for the HA Patient Assistance Program (PAP). Visit helpr.co/abepap to start your PAP application. 

Reply STOP to opt out of texts.

PAP invite from self-invite or hub

4

HA Support is processing your prescription starting with ABE. Click here for information: helpr.co/abelformin

Text STOP to stop messages or HELP

Journey Tracker invite from NCP

5

Apply for your Abelformin (yurimab) Co-Pay card here: helpr.co/abecop Access education and updates to start treatment. 

Text STOP to stop messages or HELP

Copay invite from self-invite or hub

6

Apply for the Abelformin (yurimab) Patient Assistance Program (PAP) here: helpr.co/abepap. Eligible patients may receive Abelformin at no cost.

Text STOP to stop messages or HELP

PAP invite from self-invite or hub

7

Enroll in the Copay Savings Card Program for Abelformin (yurimab) helpr.co/abecop

Copay invite from self-invite or hub

8

Get HA Support on mobile with HelpAround helpr.co/abepsp. Help keep track of appointments, pill reminders, and access resources. 

Adherence app invite from self-invite or hub

9

Get HA Support on mobile with HelpAround helpr.co/abepsp to easily submit proofs of prescription purchase and redeem your wellness points. 

Text STOP to stop messages or HELP

Loyalty app invite from self-invite or hub

10

Enroll in the HA Support Special Program here helpr.co/abepsp

Loyalty program invite from self-invite or hub

11

To sign up for patient education, text reminders, nurse support and more go to helpr.co/abepsp or call 888-555-1212

Promo message for hub

12

To help keep track of your infusion appointments and pill reminders, download the HA Support app here <link>

Adherence App download reminder



STOP Message Responses

#

Message

Notes

1

Thank you. You will no longer receive text messages from this number.


2

NETWORK MSG: You replied with the word "stop" which blocks all texts sent from this number.

Text back "unstop" to receive messages again.


3

You will no longer receive messages and updates from HA Support.

If you have any questions, please contact support at 1-888-555-1212


4

You will no longer receive messages and updates from the Abelformin (yurimab) support program.

Reply START to reinstate messages or contact support at 1-888-555-1212.


5

You have opted out of text messages from the HA Support Program. Please contact us at 1-888-555-1212 with any questions.


6

You will no longer receive messages and updates from HA Support.

Please contact HA Support at 1-888-555-1212 for any questions or concerns




Any Non-programmed Patient Responses

(Potential Adverse Events)

#

Message

Notes

1

This channel is not monitored for responses. Please call 888-555-1212 w/ any questions or concerns.


2

The message you sent will not be received by HA Support. Text MENU to get a list of valid options or call HA Support at 888-555-1212.


3

The message you sent will not be received by HA Support. Please contact support at 1-888-555-1212 for any questions.


4

Please contact 1-888-555-1212 for any questions or issues.

Note, this is an unmonitored channel.


5

For any questions, please contact HA Support at 1-888-555-1212


6

This line is not monitored by any representative and we cannot process your message. Please contact HA support at 1-888-555-1212 for any questions or concerns




Patient Journey Status Messages

#

Message

Notes

1

Verification of your insurance coverage for Starting with ABE has been completed. We will update you on next steps.

Reply STOP to stop future messages

BI/BV success

2

Your insurance requires prior authorization. Our team is working with your healthcare provider to resolve this. If you have any questions call 888-555-1212.

Reply STOP to stop future messages

PA status

3

Good news, Your insurance has approved your medication. We are processing your prescription for fulfillment.

Reply STOP to stop future messages

PA success

4

To receive text message updates about your Rx starting with ABE, click here: helpr.co/abepsp

Reply STOP to stop future messages

SMS consent from NCP

5

Thank you for enrolling in HA Support. We will be in touch with updates as we learn more. Please save our contact information below so you will know when we call. If you have questions, please call us.

Reply STOP to stop future messages.

Save Hub contact info to phone

6

Your enrollment form for Abelformin (yurimab) is still waiting. Complete the form using this secure link <link>.

Text STOP to stop messages or HELP

Missing information

7

Your enrollment form for HA Support is still waiting. Complete the form using this secure link <link>.

Text STOP to stop messages or HELP

Missing information

8

Here are your Abelformin (yurimab) co-pay card details. Provide them to your pharmacist: RxBIN: 888, RxGRP: 555, Issuer: XXXX, Member ID: 12345

View the card details, save to mobile wallet and get more information via this secure link <link>

Copay success, save card to wallet

9

Hi. We have an update regarding your co-pay. Read the full details via this secure link <link>

Text STOP to stop messages or HELP

Copay status

10

Unfortunately you're not eligible for Abelformin (yurimab) Co-Pay. For more info call support.

Copay status

11

Congratulations! You are eligible for the Abelformin (yurimab) co-pay assistance card. View it here <link>

Copay success

12

Unfortunately, you're not eligible for assistance with your Abelformin (yurimab) treatment.

Copay status

13

Good news, you qualify for copay assistance and will pay as little as $25.00.

Reply STOP to stop future messages

Copay success


14

Thank you for applying to the Abelformin (yurimab) Co-Pay Card Program. You can review program terms & conditions here: <link>

Text STOP to stop messages or HELP

Copay success

15

Your prescription has been transferred to XXXX Pharmacy. Someone will reach out to you to coordinate payment and shipping. To receive more details, follow this secure link <link>

Text STOP to stop messages or HELP

SP Triage

16

Good news, your insurance approved your Rx. It will be fulfilled by [xxxxxxxxx]. Please save the attached contact card so you'll know when the pharmacy calls. Reply STOP to stop future messages.

PA success, SP triage, save contact info to phone.

17

Your prescription has been sent to XXXX Pharmacy. They will contact you regarding your shipment. Click <link> to save the pharmacy's contact info.

If you would like to update to another pharmacy, please call 1-888-555-1212.

Reply STOP to stop future messages

Script triage, save pharmacy contact info to phone

18

Your Rx was submitted to XXXX Specialty Pharmacy. They will call you from xxx-xxx-xxxx

SP Triage

19

[xxxxxx] has shipped your Rx. Expect arrival on 11/2. Reply STOP to stop future messages.

SP shipment

20

Hi. We have an update regarding your shipment. Read the full details via this secure link: <link>

Text STOP to stop messages or HELP

Shipment status

21

XXXX Specialty Pharmacy will contact you to coordinate shipment. View Details here <link>

Shipment status


You manage the patients.

We'll manage the rest.

You manage the patients.
We'll manage the rest.