Question 1

Can patients schedule online?

Accepted Answer

Yes! Include a link to the Patient Portal on your practice’s website, and patients can schedule or request appointments, make payments, sign forms, and sign up to receive notifications.

Question 2

Does the scheduler integrate into my website?

Accepted Answer

Absolutely! The CareStack scheduler integrates with any website. You just need to send the link to your CareStack scheduler to your webmaster and they can easily add it to your website.

Question 3

Does the CareStack scheduler allow for multiple providers?

Accepted Answer

Yes. The CareStack scheduler allows the patient to select from a list of providers. Each provider’s availability will display based on hours and parameters selected by the practice.

Question 4

Does the CareStack scheduler allow for multiple locations?

Accepted Answer

Yes. The CareStack scheduler allows the patient to select their desired location from a list of office locations or from an interactive map.

Question 5

How do I collect payment from my patients for an in-house membership?

Accepted Answer

Premium or membership subscription payment management is automatic through the fully integrated CS Pay payment solution, auto debiting funds from your patient’s card or bank account to fulfill the premium balance. If a payment bounces, the membership goes into a hold status, holding back discounts and benefits until the balance is paid and up to date.

Question 6

Do I have to manually renew my patient’s on their membership plan each year?

Accepted Answer

With the auto renew option built into the patient sign up process, your patient’s membership plan with auto renew on the sign up anniversary of each year, automatically creating a new payment schedule for premium collection

Question 7

Do I have to enter in the discounts manually?

Accepted Answer

All procedure codes have a discount mapped to them automatically, which is determined in the plan set up. Whether it’s a 100% discount, giving that procedure as a free service, or a lesser discount, the discount is not only automatically calculated at the time of treatment planning, but is also posted automatically at the time of a code completion in the patient ledger, removing the possibility of entering a wrong discount or forgetting to enter a discount altogether.

Question 8

How does the membership discount affect my financial reports?

Accepted Answer

With the uniqueness of each office and their business needs, we created the discount to be flexible, so it doesn’t impact your net production, but instead, only impacts your collections. Alternatively, each financial report in CareStack gives the option to include or exclude the membership discount in your totals, to give a customized total depending on your business model, which also includes calculating provider payroll when based on production, collection, or applied payments.

Question 9

Will my patient receive an email or text when we send patient communications?

Accepted Answer

Patients have the option to receive email, text, or both, and this setting is added to the patient's chart online, automatically determining the type of communication they receive. You can also customize the communication you deliver depending on the options the patient has chosen.

Question 10

Can I schedule a time for patient notifications to be sent?

Accepted Answer

Yes, the filter options let you pre-schedule notifications, or set up recurring communications.

Question 11

Is patient communication built into CareStack or do we have to navigate to other software?

Accepted Answer

CareStack's patient notification/communication is built into our all-in-one software; there is no need to launch a separate program.

Question 12

Does everyone in the office have to set this up?

Accepted Answer

No. This can be configured on a user level, so team members who do not answer the phone can avoid accidentally answering a call.

Question 13

Can I use this with my corded phone service, or do I have to switch to a VoIP phone service?

Accepted Answer

These services utilize VoIP phone service, so your existing phone service would not integrate with CareStack.

Question 14

Can I switch a call between my computer and cell phone?

Accepted Answer

Some additional features of the service may be available with the whole suite/product, but the integration with CareStack is focused on screen pop and outbound calls.

Question 15

Is it hard to set this up?

Accepted Answer

No. CareStack teams are trained and can help walk you through the integration process.

Question 16

Do I have to rebuild my patient lists each time?

Accepted Answer

No. CareStack offers robust options for the practice to sort, build, and save list criteria for future use. For instance if you wanted to send a reminder to patients that owe $100 or more, you can retrieve that list again the next time you are looking to use it.

Question 17

Is there a quick and easy way for the patients on these lists to make payments?

Accepted Answer

Your office has the ability to use our integrated merchant, which offers Text to Pay functionality. This allows your patients to take care of balances through a text while eliminating the double-entry reconciliation, saving the practice time and money.

Question 18

Can I view my list outside of CareStack?

Accepted Answer

Yes. your custom-tailored patient lists can be exported as .csv files and be used in Microsoft Excel, Google Sheets, Apple, Numbers, and anyother spreadsheet editing software.

Question 19

Is there a character limit for the text message sent to patients?

Accepted Answer

The character limit for the text message is 120 characters. It is important to keep message length brief to ensure the text is received in it’s entirety on all devices and carriers, including older model cell phones.

Question 20

Can a review request be sent automatically to patients on our daily schedule?

Accepted Answer

CareStack native reputation management module allows you to configure in what time interval patients receive a review based on code, production type, or provider.

Question 21

What if we don't want a patient to receive a review request?

Accepted Answer

You can filter out patients that may not be the right fit for receiving a review request from your office.

Question 22

Can we customize what the request for a review says?

Accepted Answer

Our reputation module works much like the rest of CareStack in giving you flexibility in creating your own templated messages. We also offer out-of-the-box templates in our reputation management system.

Question 23

Can you send the review request by either text or email?

Accepted Answer

Your office can send a review request to patients via text message or email based on the patient's communication preferences.

Question 24

Does automated system update the patient appointment on the schedule?

Accepted Answer

Yes, when patients reply to the automated message it will update the patient record inside of CareStack.

Question 25

Can you easily change the type of message a patient receives?

Accepted Answer

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

Question 26

Can I migrate my existing campaigns over to CareStack?

Accepted Answer

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

Question 27

Does the text messaging view look like a text on your phone on your desktop?

Accepted Answer

Yes the view on your desktop will mimic just as it would look like if you are texting on your mobile device.

Question 28

Can I set up a text message to go out at a later date and time?

Accepted Answer

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

Question 29

Can I text one individual patient right from my main screen?

Accepted Answer

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.

Question 30

Do confirmation texts from  patients automatically confirm the patient's appointment in the schedule?

Accepted Answer

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

Question 31

What if we only want to allow new patients to book online?

Accepted Answer

CareStack has multiple setting features to allow you to control the type of appointment being booked.

Question 32

How will the staff know an appointment has been booked online?

Accepted Answer

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

Question 33

Can we just allow an appointment request and not allow the patient to actually book an appointment?

Accepted Answer

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

Question 34

Can we control what information a new patient must complete when booking online?

Accepted Answer

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

Question 35

Can I create my own forms or edit an existing one?

Accepted Answer

Yes, you are able to create your own form, as well as edit and/or delete existing forms.

Question 36

Am I able to add a witness signature to a form?

Accepted Answer

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

Question 37

Can I remove/unshare the online form that has already been shared?

Accepted Answer

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

Question 38

How do I know if the patient has already signed the form?

Accepted Answer

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

Question 39

What are some benefits of patients receiving their bills online?

Accepted Answer

It is fast and convenient. Patients won’t misplace their bills. Patients can receive bills at any time and at any place.

Question 40

What are the benefits of patients paying their bills online?

Accepted Answer

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.

Question 41

How long does it take for payments to process online?

Accepted Answer

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

Question 42

How secure are online payments?

Accepted Answer

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.

Question 43

Do I need any additional equipment to perform teledentistry with CareStack?

Accepted Answer

No - all you need is access to CareStack and a computer with a microphone and webcam.

Question 44

How will patients be able to connect to the appointment?

Accepted Answer

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

Question 45

Do I need to book teledentistry appointments differently than traditional in-office appointments?

Accepted Answer

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

Question 46

Can I share my screen during the appointment?

Accepted Answer

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

Question 47

Do I have to allow the patient to see their balance due?

Accepted Answer

No, you can change the settings of what the patient can see in their portal.

Question 48

Can my spouse see my account information?

Accepted Answer

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.

Question 49

Can anyone else log in under my email address?

Accepted Answer

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.

Question 50

Can the patient request different types of appointments from the patient portal?

Accepted Answer

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

Question 51

How can I ensure patients can only see their own information?

Accepted Answer

Patients will log in with their last name and DOB.  They will only be able to see their information for that day’s appointment.  In Kiosk mode, once they have checked in will be automatically logged out after 10 seconds to prevent another patient from accessing their information.

Question 52

Will patients be able to see all treatment proposed in the Kiosk mode?

Accepted Answer

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

Question 53

Can I have a new patient register using Patient Connect?

Accepted Answer

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

Question 54

Do I have the capability to limit the fields needed to be completed by patients in Kiosk mode?

Accepted Answer

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

Question 55

How do I notify my patients of Curbside check-in?

Accepted Answer

Curbside Check sends a text prior to the dental appointment. Also, CareStack has multiple features that allow you to communicate with your patient to provide them clarity regarding their upcoming dental appointment.

Question 56

Do I receive a notification when a patient completes the Curbside check-in?

Accepted Answer

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

Question 57

Is there an additional fee to activate the Curbside check-in?

Accepted Answer

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

Question 58

Should I include Curbside check information on my website to attract more patients?

Accepted Answer

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.

Question 59

How easy is it to treatment plan?

Accepted Answer

Easy! Propose treatment in either the odontogram or Advanced Planner. Then right-click on the treatments to place in plans or phases.

Question 60

Can you have plans and phases?

Accepted Answer

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.

Question 61

Can you assign timeframes to your treatment?

Accepted Answer

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.

Question 62

How can we get the patient their treatment plan?

Accepted Answer

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.

Question 63

Can I access the patient's chart remotely?

Accepted Answer

Yes, CareStack is a cloud-based system you can access remotely and also manage the access as needed

Question 64

Can we have chart notes pre-made to make it easier to chart notes?

Accepted Answer

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

FAQs

CareStack Frequently Asked Questions

Scheduling

Membership Plans

Patient Notifications

Phone Integrations

Payment Reminders

Reputation Management

Appointment Reminders

Text Messaging

Online Scheduling

Online Forms

Online Payments

Teledentistry

Patient Portal

Patient Kiosk

Curbside Check In

Treatment Planning

Charting

Prescription Management

HIPAA Compliant

Clinical Notes

Digital Imaging

Periodontal Charting

Backups

Insurance Claims Management

Electronic Statements

Credit Card Processing

Financing Integrations

Insurance Verification

Revenue Cycle Management

Payment Plans

Pay By Text

Analytics & Reporting

Lab Case Management

Remote Access

Implant Tracker

Specialty Dental Referral Software

Dental Practices

Dental startups

Groups & Dsos

Mobile dental practices

Pediatric Dentists

Periodontists

Orthodontists

Oral Surgeons

Endodontists

Support

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