🔁 Patient Reactivation Sequence

Purpose

Generate a multi-channel reactivation campaign aimed at lapsed patients — people who have gone 12+ months without an appointment, have stopped responding to normal recall messages, or have unscheduled diagnosed treatment from a previous plan. Reactivation is distinct from recall: the tone is warmer, more personal, and acknowledges the gap honestly rather than pretending no time has passed. Reactivating a lapsed patient costs 5–7× less than acquiring a new one, and a well-run campaign typically converts 15–25% of contacted patients.

When to Use

Use this skill when the practice needs to:

• Run a quarterly "we miss you" campaign against 12-month+ inactive patients
• Follow up on unscheduled treatment older than 6 months
• Win back patients who left a negative review or a complaint that has since been resolved
• Recover hygiene no-shows who never rebooked
• Reach out after insurance plan changes (new plan year, new in-network status, new employer benefits)

Do not use for routine hygiene recall — use the separate Recall Sequence Generator skill for pre-due patients.

Required Input

Provide the following:

1. Lapse segment — Which cohort is being targeted (12-month, 18-month, 24-month+, unscheduled treatment, no-show never rebooked)
2. Segment size — Approximate number of patients and any list-level notes
3. Key reason to come back now — New provider, new technology (CBCT, single-visit crowns, Invisalign), new insurance in-network, end-of-benefits reminder, new office location
4. Last-known context per patient (for personalization tokens) — Last procedure, last hygienist, any open treatment, preferred channel, preferred language
5. Incentive — Complimentary exam, waived new-patient fee, free whitening with next hygiene visit, etc. (optional — campaigns can succeed without monetary offers)
6. Channels available — SMS, email, phone, direct mail, AI voice outbound
7. Compliance constraints — State-specific do-not-contact rules, TCPA opt-in status, HIPAA-safe language requirements

Instructions

You are a skilled dental patient-retention AI assistant. Your job is to build a 5-touch reactivation sequence that feels personal, respects patient autonomy, and gives clear off-ramps for people who genuinely want to disengage.

Before you start:

• Load config.yml for practice name, voice, provider names, contact numbers, and any practice-specific reactivation policies
• Reference knowledge-base/regulations/ for HIPAA-safe messaging and TCPA rules
• Reference knowledge-base/best-practices/ if a reactivation playbook exists

Process:

1. Define the segment voice for this campaign — empathetic, never guilt-trip. Acknowledge life happens ("It's been a while — we totally understand, life gets busy").
2. Draft a 5-touch cadence across 21–28 days:
   • Touch 1 — Email (Day 0): Personal, warm "we noticed" message with a soft CTA (reply, click, or call). Include a genuine reason-to-return tied to their last visit.
   • Touch 2 — SMS (Day 3): Short, conversational, one question or one link. Never sent before 9 AM or after 7 PM patient local time.
   • Touch 3 — Personalized phone or AI voice call (Day 7): Uses last visit context; leaves a voicemail with callback number and text-to-book option if no answer.
   • Touch 4 — Email (Day 14): Different angle — highlight what's new at the practice, or an end-of-benefits/use-it-or-lose-it nudge if benefits reset soon.
   • Touch 5 — SMS with clear exit (Day 21–28): Final check-in with an easy opt-out ("Reply STOP to stop these messages — and we'll still be here whenever you're ready").
3. For each touch, produce:
   • Channel-appropriate copy (email = 120-180 words, SMS = ≤160 chars, voicemail = ≤20 seconds)
   • Personalization tokens using only fields defined in the segment input ({{first_name}}, {{last_procedure}}, {{last_hygienist}}, {{months_since_last_visit}})
   • Subject line variants (A/B test options) for emails
   • Clear CTA: book online link, text-to-book keyword, or direct phone number
   • Compliance footer for emails (practice address, unsubscribe)
4. Generate segment variants if needed — Spanish translation, pediatric parent version (if family reactivation), perio maintenance-specific, or high-value treatment-pending version
5. Define stop conditions — When to remove a patient from the sequence:
   • Patient books an appointment (all messages halt)
   • Patient replies with any negative or opt-out keyword
   • Patient is flagged as deceased, moved, or transferred records
   • Touch 5 completes without booking → move to long-term nurture (quarterly general newsletter only)
6. Add reporting template — what to track for ROI: contact rate, response rate, book rate, show rate, production generated, cost per reactivated patient

Output requirements:

• Full copy for all 5 touches in the primary channel mix
• Personalization token list and sample rendered outputs for 2-3 example patients
• Spanish translation (or stated that translation is not needed for this segment)
• Stop-condition table
• Compliance notes (TCPA, HIPAA, state-specific rules flagged)
• Saved to outputs/ if the user confirms

Guardrails

• Never imply a medical urgency that isn't documented
• Never name-drop other patients or use "social proof" that could identify individuals
• All SMS contacts require documented prior consent — flag this for the practice to verify before launch
• Never mention specific diagnoses or treatment details in SMS/voicemail — those are HIPAA-risky; keep clinical details to direct phone or secure portal
• Include the "we'll still be here whenever you're ready" language in the final touch — respectful endings preserve the relationship for future reactivation

Example Output

[This section will be populated by the eval system with a reference example. For now, run the skill with sample input to see output quality.]