Caretelly
Calls and emergencies
Does Caretelly answer after hours?
Yes. Caretelly answers every call, including evenings, weekends and lunch. After hours it books into the openings the office allows, takes messages, and flags emergencies for the on-call team.
What happens when a caller has a dental emergency?
Swelling, fever, bleeding that will not stop, or an injury: the assistant flags the call urgent for the office's on-call team and tells the caller to call 911 if it is life-threatening. Pain on its own is not treated as an emergency; the caller is offered the openings the office allows.
Patients
What if the caller gives the wrong date of birth?
Nothing is booked or read out. If the name and date of birth do not match a patient, the assistant holds the request for the front desk, who can call the patient back and sort it out.
Can a parent book for a child?
Yes. The assistant asks who the visit is for, then verifies that patient by name and date of birth, or creates them as a new patient. Offices can add their own rules, for example about ages they see.
How does it handle existing patients?
An existing patient is verified by name and date of birth against the office's practice software, then offered real openings. New callers are created as new patients.
Your software and languages
Does it work with Eaglesoft, Dentrix or Open Dental?
Yes, through NexHealth. The office installs the NexHealth Synchronizer on the server that runs its practice software. Caretelly reads openings and patients and writes bookings and new patients. More on the Eaglesoft connection.
What if a booking does not make it into the schedule?
Writes are confirmed after the call. Anything not confirmed appears on the front desk's needs-you list in the console, so a person can finish it.
What languages does it speak?
It answers in the caller's language. The default set is English, Spanish, Farsi, Korean, Mandarin, Tagalog, Vietnamese, Russian and Arabic, chosen per office from more than 50. More on languages.
Cost and getting started
What does it cost per call?
Caretelly is in early access and pricing is on request. Write to hello@caretelly.com with your office's call volume.
How does it start?
Write to hello@caretelly.com. Together we set up your call sheet: the questions, emergency triggers, closing line and office rules. Your office installs the NexHealth Synchronizer, and calls start reaching Caretelly.
Can I keep my phone number?
Yes. Your patients keep calling the number they know; calls are forwarded to Caretelly.
Your team and safety
Does it replace my receptionist?
No. It answers the phone and books the straightforward calls. Emergencies, held requests, messages and anything unconfirmed land on your front desk's needs-you list.
What if it does not know the answer?
It does not guess. It takes a message for the front desk, or holds the request for a person to call back. It follows the office's rules and its own Rules you never break. It does not diagnose and does not make insurance decisions.
Is it HIPAA compliant?
Caretelly works under HIPAA. Business associate agreements with the voice vendor are in place, callers hear that the call is recorded, texts carry the minimum necessary, and data stays in the US. More on security.
Can we see what was said on a call?
Yes. Every call has a transcript, and the office reviews it in its console alongside today's calls, messages and the needs-you list.