Caretelly
HIPAA and business associate agreements
A dental office is a covered entity under HIPAA and Caretelly is its business associate. HIPAA Business Associate Agreements with the voice vendor that runs the calls are in place. The full list of service providers is in our privacy policy.
Recording disclosure
Calls are recorded. Every caller is told so at the start of the call, along with the fact that they are speaking with the office's assistant.
Minimum-necessary texts
A text to a patient carries the minimum necessary: the date, the time, the office's address, and what to bring. How text messaging works is set out in the text messaging section of the privacy policy.
Transcripts the office reviews
Every call has a transcript, and the office reviews it in its console. The front desk can see what the caller said, what the assistant said, and what was booked or held.
Where data is kept
Data stays in the United States.
What the assistant does not do
- It does not diagnose or give clinical advice. A caller with swelling, fever, bleeding that will not stop, or an injury is flagged urgent for the office's on-call team and told to call 911 if it is life-threatening.
- It does not make insurance decisions.
- It does not read out or book for someone whose name and date of birth do not match. The request is held for the front desk.