FAQs

CareStack allows your staff to easily adjust communication preferences under patient overview. We allow for the patient to change preferences from their patient portal.

During the onboarding process our team of implementation specialists will work with your team to optimize your reminder campaigns inside CareStack.

Yes CareStack has multiple filter options to set up one time or recurring texts.

Yes CareStack has a modern platform so you can communicate by text with one patient while still having a clear view of your schedule, patient accounts, etc.

Yes when a patient confirms via text it will confirm in the schedule automatically.

CareStack will highlight the online booked appointment on the scheduler so staff is aware that the appointment was booked online. CareStack will also indicate on your menu bar any new patient appointments booked to allow your staff to communicate with the new patient for any needed documents prior to appointment

Yes, CareStack has settings available to allow only appointment requests id that works best for your practice.

CareStack has a configuration tab that gives you multiple options to control what you will require for a patient to complete when booking online.

Yes, you are able to select what signatures are required: patient, provider, and/or witness signatures.

Yes, you are able to remove the already shared form. Carestack allows you to do it within one click.

Carestack provides access to real-time document status, indicating whether a form is still pending to be completed.

Paying online gives patients the flexibility to pay at any time and at any place. Our clients report getting paid much quicker when utilizing online payments.

Online payments are posted directly to the ledger against completed treatment instantly.

All transactions are processed through a secure website, and all transactions are encrypted. Any personal information entered, such as credit card information, will be used only for the one-time transaction and will not be saved on our system or shared for any other purpose.

Patients will be sent an email with a custom link to their appointment. No need to download anything.

No - you can select teledentistry when creating the appointment or even convert an existing appointment to teledental after you book if needed.

Yes - you can show patients anything on your screen such as radiographs, treatment plans, and the clinical chart to assist with the appointment.

Only the responsible party will see the entire account information. If the spouse wants to have their own email address they can then view their account information.

Carestack has created a 2-factor authentication which will send you an email with a sequence of numbers that will be required to log in.

If you have the production calendar set, then patients can view the availability for specific types of appointments such as recall and emergency exams.

No - they will only see accepted treatment. All proposed treatment will be visible in Office and Provider Modes only.

Yes! Registering as a new patient is a feature in the Kiosk Mode.

Yes - you can select what information is requested from the patients and also decide whether or not that information is mandatory.

Yes, your team will be promptly notified when a patient confirms their arrival.

No. Because CareStack as an all-in-one software, no additional fees are required to use or activate this feature.

Yes! In fact, many of our clients do an outline of their check-in process to include online forms and curbside check-in as part of their appointment check-in for new and existing patients.

Yes! Use plans or phases for your work. Put all your treatment in a plan or section out into phases. Allowing you to give the patient all the work needed or a piece of it at a time.

Sure! Assign time needed to your proposed treatment, making it easy for your team to schedule work needing completion, making it a breeze to schedule and plan.

Print, email, or place into the Patient Portal, allowing patients to access at their convenience and consent to proposed treatment. Patients can also pay their balance directly through the CareStack Patient Portal.

Yes, you can create explosion codes for efficiency and accuracy.

When charting an existing condition for a missing tooth, you would mark the tooth missing or congenitally missing, and the tooth will appear faded on the odontogram.

Yes, your digital software integrates with CareStack, and you can access them from the patient's chart

Yes. Our implementation team will guide you through the onboarding process for our integrated electronic prescription software platforms.

No. There is no limit on the number of electronic prescriptions you can create from within CareStack.

No. CareStack’s electronic prescription supports most of the pharmacy chains across the United States.

The HIPAA Security Rule requires that all Covered Entities must perform “periodic security updates” and have “procedures for guarding against, detecting and reporting malicious software”

All transactions are processed through a secure website and all transactions are encrypted. Any personal information entered, such as credit card information, will be used only for the one-time transaction and will not be saved on our system or shared for any other purpose.

Notes can be written by the provider at any time. Some providers choose to write notes before, during, or after a procedure.

Yes! Each provider can have notes built to their liking. Providers can specify want they would like to see on their own notes per procedure.

Notes can be finalized from the main note screen or the incomplete notes List on the main dashboard, at any time. Click on the note, then finalize with a password (if you wish). Log on from home for convenience!

Once an image is captured, it is available in the cloud-based imaging viewer for diagnostic review or editing.

The CareStack referral portal allows you to attach patient images along with other documents you need to share with your referral partners

Yes. CareStack offers 9 different probing templates with different direction combinations to help you customize the charting experience.

Yes. You can assign different colors to the different warning levels, set up the chart as a line graph, bar graph, or both, and customize editing capabilities in accordance with the audit rules at your office.

Yes, all data in your CareStack instance is backed up, and clients can access all their forms, statements, and treatment plans from their patient portal.

Yes, moving your patient data to the cloud removes the risk of having your patient data encrypted and held ransom.

Yes. In fact, the module organizes the claims based on codes that require attachments in the Documents Pending area and allows you to work on all the claims that require attachments from a single section.

No, your claim management efforts can be centralized on CareStack

Yes. Many of our clients are specialists or OON providers that collect upfront. CareStack provides them the ability to submit their claims as a courtesy to their patients and to close the claims as per their internal protocol.

The CS Pay merchant offers the Gateway to enable electronic payments.

Dental practices need to manually set up the CS Pay link within the PMS’s settings, but it takes only a few clicks.

No, electronic statement transmission is built-in with CareStack. You don't have to do anything for this.

Yes, it is essential to tokenize the card with CS Pay in order for recurring payments to be captured automatically from the patient's account. Yet, payment plans can be started without a card on file, but then the automated capture of the periodic payments will not happen.

Yes, it will read back into CS Pay but only if they void the payment completely.

It is not required to use CareStack, but there are many great benefits to using an integrated merchant instead of an external one.

Sunbit offers training for staff members as part of their onboarding process. Training is also provided by the CareStack implementation team at the time of onboarding into CareStack.

If a patient defaults on their financing payments, Sunbit usually assumes the risk, meaning your practice is not directly affected.

The primary risk is the potential for patient dissatisfaction if they misunderstand the terms of the financing. It’s crucial to ensure that patients fully understand the terms and conditions before they agree to financing.

Yes, Carestack gives you access to any insurance that has the capability for electronic verification just as any 3rd party vendor would have, giving you the ability to eliminate that 3rd party vendor.

Yes, you can check eligibility on any patient in CareStack.

The most efficient way is to view pending payment claims in the claims module and sort by oldest to newest, showing the oldest based on DOS at the top of the list.

Patients can pay in a multitude of ways, whether in the office or from the comfort of their own home, utilizing CareStack’s integrated payment processing partners with features such as text to pay, pay online in the secure patient portal, setting up a payment plan for a future date, or paying at the office by swiping their card. The funds received from the patient goes directly into their ledger, no matter what feature was used to take the payment, ensuring up to date ledger totals and zero room for data entry errors.

Aging numbers can be viewed in either a scorecard KPI, an analytics dashboard KPI, or from the Aging Report, filtering on both patient and insurance aging.

Your payment plans can have nearly any schedule (weekly, bi-weekly, monthly, quarterly, or even half-yearly or yearly) to accommodate almost any patient need. It’s also easy to skip payments for unforeseen circumstances.

The Payment Plan Control Center gives the perfect overview of all your upcoming payments, including key figures such as collected and failed payments. Also, easily sort and filter the worklist of plans by plan status and other metrics

Inside CareStack you will see the Text To Pay button on the Home Dashboard, Appointment Summary, and Patient Ledger

Dental practices need to manually set up the CS Pay link within the PMS’s settings, but it takes only a few clicks.

It will be linked to the patient’s mobile number and every member related to the Responsible Party account will be listed under the same number.

Not until they are posted against the completed treatment code.

Yes, you have the ability to drill down or filter reports based on how you want to see the data based on your specific business needs.

You can build a report in our scorecard or list builder, which gives you access to most data points inside CareStack. During onboarding, you will have a dedicated training day just for reporting.

Yes. Many of our reports include data that can be verified in other reports as well. We always ask that you bring any concerns to us so we can analyze them, but we are very confident you will see equitable results among different reports, validating their accuracy.

No. The lab case tracking module can be used only to keep track of orders internally. There is no communication to the labs from CareStack.

No. You add and manage any number of lab orders and lab cases using the CareStack lab tracking module.

As a modern cloud-based dental software, you can simultaneously have multiple users in a patient record.

No, CareStack takes a simple per-location pricing approach, so you are not penalized for adding your consultant, accountant, or insurance verification company.

No. There is no limit on the number of suppliers and data records you can create from within CareStack’s implant tracker module.

Training for implant tracking will be available for staff members as part of their onboarding process. Training is also provided by the CareStack implementation team at the time of onboarding into CareStack.

When you refer a patient, your referral provider will receive an email that notifies them to access the new patient information from a secure portal.

CareStack’s referral platform provides tools that are secure and compliant with regulations like HIPAA.

Yes. CareStack offers customizable referral forms that can be embedded in your practice website to accept incoming referrals easily.

CareStack includes built-in tools for online scheduling, review collection, and patient financing that help private practices attract and convert new patients.

CareStack integrates with other systems like VoiceStack that provide campaign tracking, reputation management, and call conversion analytics to maximize your marketing ROI.

With VoiceStack (AI-powered VoIP), you can track, score, and optimize every patient call to ensure no inquiry goes unanswered or unconverted.

Practices using CareStack report 20%–40% growth in production by aligning scheduling, treatment acceptance, and payment workflows

Yes. CareStack is built to scale, so you can add providers, chairs, or specialties without switching systems or incurring large setup costs.

CareStack includes built-in tools for online scheduling, reputation management, referral tracking, and campaign attribution, all designed to help you attract new patients from day one.

Yes. You can track patient source, ad campaign effectiveness, and call conversions using the available VoiceStack integration from the platform to measure marketing ROI.

Not at all. CareStack is designed to be user-friendly and fully functional for solo providers, with everything you need, including scheduling, billing, charting, and reporting, available in a single platform.

With automation for patient communication, claims, payments, and reminders, you can operate more efficiently with a lean team while focusing on care and growth.

Absolutely. Whether you add a second chair, a hygienist, or a second location, CareStack’s platform scales with your needs without requiring system changes.

CareStack supports same-store growth by improving scheduling, treatment acceptance, and recall rates. Practices using CareStack report up to a 40% increase in production per location over three years.

Yes, through omni-channel engagement tools like text reminders, online scheduling, and recall campaigns, CareStack boosts both appointment volume and retention

Yes. It offers specialty-specific features, such as referral management, treatment plan tracking, and integrated imaging ideal for orthodontics, oral surgery, and other specialties.

CareStack offers digital treatment planning, AI-assisted X-ray analysis, financing options, and patient-facing visuals to enhance trust and increase acceptance rates.

Automated confirmations, reminders, two-way texting, and waitlist tools keep patients informed and engaged, significantly reducing no-shows.

CareStack is 100% cloud-based, enabling mobile practices to manage scheduling, billing, and operations from anywhere—even across multiple cities or regions.

Yes. Its location-agnostic workflows allow teams to serve multiple sites with centralized data, customizable schedules, and route-based planning.

With built-in tools for online forms, and referral tracking, you can target and onboard new patients from partner schools or community organizations efficiently.

Yes. Real-time provider performance reports show visits completed, production per day, and efficiency across routes or teams

Yes. You can automate reactivation campaigns, send alerts via text or email, and manage contact lists tailored to site-specific patients.

CareStack includes marketing tools like online scheduling, review generation, and referral tracking to help grow visibility with local families and pediatricians.

Yes. You can book siblings or multiple family members in a single block, making it easier for parents to coordinate visits.

CareStack automates age-specific recall campaigns with customizable messaging and outreach timing to keep young patients on track.

Yes. You can filter reports by age, treatment category, or new vs. returning patients to evaluate trends.

Yes. You can tag patients by lead sources to track conversion from school visits, and automate follow-up for post-event engagement.

CareStack includes a built-in referral management system to track, follow up, and report back on patients referred by general dentists, improving relationships and ensuring continuity of care.

Yes. You can set up automatic updates to referring providers with visit summaries, treatment plans, and case status, minimizing manual coordination and building trust.

CareStack supports automated recall scheduling, reactivation campaigns, and customized perio maintenance workflows for long-term retention and hygiene compliance.

Yes. You can track referral sources, measure production by source, and run targeted outreach campaigns based on referral performance data.

With built-in visual treatment plan presentations, digital financing options, and auto-triggered follow-ups, CareStack helps streamline patient education and increase acceptance rates for complex procedures.

CareStack supports online scheduling, referral tracking, and referral source attribution to help you efficiently manage consultations and turn them into starts

Yes. With customizable time blocks, templated visit types, and fast patient intake tools, CareStack is built to handle the speed and scale of modern orthodontic practices.

CareStack includes phone system integrations that can help with lead source attribution and campaign reporting, so you can track ROI across all referral and digital channels.

Yes. Automated reminders and recall campaigns ensure patients return for retainer checks or long-term follow-up, helping improve retention and outcomes.

Absolutely. You can monitor each patient’s progress from lead to consult to contract acceptance, giving your treatment coordinator clear visibility.

CareStack includes a built-in referral management module to track inbound and outbound referrals, automate status updates, and ensure timely follow-ups with referring providers.

Yes. CareStack automates communication, billing, and scheduling tasks, helping you scale case volume without increasing administrative overhead.

With integrated treatment plan presentation tools, patient financing options, and follow-up automation, CareStack makes it easy for patients to say yes to major treatments.

Absolutely. You can customize your workflows to track multiple visits per case—consults, scans, surgery, and follow-ups—linked under a single treatment plan.

Yes. Secure communication tools and referral tracking ensure seamless coordination with general dentists for shared patient care.

CareStack offers a complete referral management system to track referring providers, automate case updates, and build long-term relationships with general dentists.

Yes. You can auto-send customized case summaries, radiographs, and follow-up notes directly to the referring GP once treatment is complete.

CareStack enables high-efficiency scheduling, streamlined intake, and optimized chair utilization, letting you see more patients per day without extra overhead.

Yes. You can tag and segment referrals, run analytics by provider, and follow up with GPs who haven’t referred recently, helping you build loyalty and growth.

CareStack’s referral tracking reports show production and collections per GP, helping you identify high-value relationships and growth opportunities

We guarantee you will be in touch with a live Customer Support Representative via chat and phone call in under one minute, though most of our clients reports they don’t experience any wait times at all.

Absolutely! We have many article available in our User Resource Center with guided instructions on how to navigate the system and perform certain tasks. Additionally, you will complete CareStack University lessons during your implementation phase and will always have that material available to refer back to.

After you are logged into CareStack, open your System Menu and click on Support Chat which can be found under Support and Assistance.