Operational
How do we measure success and track results?
We track total calls, answered connections, and booked appointments. You receive a clear monthly report showing outcomes and trends.
How fast can you start?
Most clinics go live within 3–5 business days of receiving your recall list, preferred hours, and transfer number.
What do you need from us to start?
We need your recall list (names and phone numbers), your preferred calling hours, and the clinic phone line for transfers.
Do you integrate with our PMS?
No integration is required. We work from your exported list and connect ready patients directly to your receptionist for booking in your system.
What hours do you call?
We call during your local business hours by default. If you prefer evenings or weekends, we can schedule within those windows.
Do you call landlines and cell phones?
Yes. We contact both landlines and mobile numbers and time calls for the highest answer probability.
Do you leave voicemails?
Yes. We leave short, friendly voicemails that direct patients to return the call to your clinic.
What happens if a patient calls back later?
Return calls go directly to your clinic line so your team can book or assist immediately.
Do you handle rescheduling requests?
Yes. Patients who want to cancel or reschedule are transferred immediately to your receptionist to make changes in your calendar.
How many attempts per patient?
Each patient receives one call. If the first call reaches voicemail, we place one additional call a week later. A second full call cycle is a separate service tier.
How do you handle multi-location clinics?
We operate each location with its own recall list and transfer line so reporting and routing stay clean.
How soon do we see results?
Most clinics begin seeing booked recalls by weeks two or three, depending on list quality and contact frequency.
Can you prioritize certain lists first?
Yes. We follow the order you provide, starting with the list you submit first.
How do you handle multiple providers?
We call under your clinic name only. After transfer, your receptionist assigns the patient to the correct provider in your system.
What if we don’t have a clean list?
We provide a simple CSV template and help you fix basic formatting before launch.
Can you work in other languages?
Service is English-only to ensure clarity and compliance.
How do you handle special patient notes?
We log call-related notes only: Do Not Call, Wrong Number, Voicemail Left, Not Reached, Will Call Back, Connected To Reception, Scheduled, Declined, Callback Requested, Number Disconnected, Language Barrier, Do Not Call. We never store medical or clinical notes.
How do you keep us updated?
You receive monthly summaries and reports for any follow-up actions or issues encountered.
How do you handle special patient cases?
Any clinical, billing, or complex question is transferred immediately to your receptionist for proper handling.
Financial
What is your pricing model?
Flat monthly pricing tied to your recall volume and campaign frequency. If the program does not pay for itself based on agreed benchmarks, your next month is free.
Are there setup fees?
Yes. There is a one-time setup fee of $2500 dollars (Enterprise setup is $3,500 dollars).
Are there hidden fees?
No. Pricing is transparent. Optional add-ons such as additional call cycles are quoted beforehand.
Do you require a contract?
No long-term commitment. Service is month-to-month and can be stopped any time before the next billing date.
What about after-hours calling?
Available on request. Provide your preferred time window and we will schedule within it subject to local rules.
Do you offer discounts or referral incentives?
Yes. Each clinic you refer that signs up reduces your monthly tier by 1 tier on an ongoing basis. If you are already at the lowest tier ($1,828.28 dollars), we credit 500 dollars from your setup fee for each signed referral.
Do you offer free trials?
No formal trial, but we provide a live demo of our workflow, logic, and reporting before you start.
How do we pay?
Payments are monthly via major credit cards, ACH bank transfer, Apple Pay, or PayPal. We securely collect and store your clinic’s payment method for billing.
What is your refund or make-good policy?
If we miss agreed booking benchmarks, the following month is provided at no charge. Setup fees and completed campaign cycles are non-refundable.
How do we forecast ROI?
We set simple targets by list size: for 50–100 patients we target at least 4 bookings; for 100–500 patients we target at least 5 bookings; for 500–1,000 patients we target at least 6 bookings. With average visit values of 400–450 dollars, campaigns are designed to cover their cost; if targets are missed, your next month is free.
Can you support multiple currencies?
Yes. We support USD, CAD, AUD, GBP (jurisdiction dependent).
Can you invoice per location or centrally?
Invoices are issued per location to keep accounting and reporting simple.
Do you charge per call or per booking?
We charge per campaign, not per call or per booking.
Are there volume discounts?
Yes. Multi-location and high-volume clinics qualify for reduced pricing.
What happens if our list is small one month?
Billing scales proportionally with your active list size so you do not overpay.
Do you charge for pauses?
No. You can pause between monthly cycles at no cost.
Can we pay quarterly or annually?
Yes. Quarterly or annual billing can be arranged on request.
How do you prove value after the first month?
We deliver a detailed monthly performance report showing attempts, connections, and bookings versus targets.
What happens if we cancel mid-month?
Service continues to the end of the current billing cycle; partial month refunds are not provided.
Is there a cost for optional add-ons?
Optional extras such as additional call cycles carry small fees disclosed before activation.
Compliance, Data & Privacy
Do you comply with HIPAA or PIPEDA?
Yes. Our processes align with HIPAA and PIPEDA privacy requirements and are designed around data minimization.
How do you handle PHI (Patient Health Information)?
We collect only what is essential for recall outreach: patient name, phone number, and recall date. No medical records are collected, shared, or stored. Data is encrypted in transit and deleted within 72 hours after each campaign.
Do you record calls?
No. We do not store call recordings. We keep structured call logs and performance summaries only for reporting purposes.
How do you handle opt-out requests?
We honor opt outs immediately, mark the record Do Not Call, and exclude it from future lists.
How do you verify patient identity?
The system politely confirms first and last name and recall context, without requesting medical details.
How do you handle minors or guardians?
If a guardian is required or present, we transfer the call to your receptionist to continue safely.
Do you retain patient lists after campaigns?
No. Patient lists and related data are deleted within 72 hours after campaign completion.
What if a patient requests data access or deletion?
Patients should contact their clinic. We do not operate patient portals and only maintain limited operational logs during the campaign window.
Do you use offshore resources?
No. Our operations are automated and managed within North America; we do not use offshore human calling resources.
Do you have a data breach policy?
Yes. In the unlikely event of an incident, clinics are notified immediately with a summary of scope, mitigation, and corrective action.
How long is data kept?
Campaign data is retained up to 72 hours post-cycle for reporting and then deleted or anonymized.
How do you secure file transfers?
All files are exchanged via encrypted, access-controlled upload links to protect patient lists.
What kind of encryption do you use?
We use AES-256 encryption at rest and TLS 1.3 in transit.
How do you ensure your AI is compliant?
Our AI operates in a healthcare-safe configuration, uses approved scripts, honors opt outs immediately, never trains on your clinic’s data, and deletes data promptly.
Can you provide compliance documentation?
Yes. We can provide a brief compliance summary and deletion confirmation on request.
How do you handle time-zone or jurisdiction rules?
We only call within approved business hours for each local time zone and follow applicable calling rules.
What is your policy on call consent?
We rely on your clinic’s patient communication consent policy for outreach authorization.
What if a patient disputes being contacted?
We apologize, remove the record, and prevent future contact while notifying your clinic.
How do you prove compliance to owners or boards?
We provide signed compliance statements summarizing data handling, encryption, and deletion timelines.
Patient Experience
How do you prevent annoying patients?
We keep calls short, polite, and helpful. Patients can opt out at any time.
Will patients accept a call from someone outside the clinic?
Yes. We always identify your clinic by name and explain the recall purpose immediately.
Do you mention our clinic name when calling?
Yes. Your clinic’s name is the first thing mentioned on every call.
Do you support multiple languages?
No. Service is provided in English only.
How do you handle unhappy or confused patients?
We remain calm and polite and transfer them to your receptionist for assistance.
What if a patient asks a clinical question?
We do not discuss clinical or billing matters. The patient is transferred to your team.
How do you ensure calls sound natural and friendly?
We use human-like voice, natural pacing, and concise phrasing tailored for healthcare conversations.
Do you follow up after booking?
No. Once booked with your receptionist, our role ends and your clinic continues normal processes.
Do you use the clinic’s number as caller ID?
Where jurisdiction and carrier rules allow, we display your clinic number; otherwise a verified local presence number is used.
What times of day do you call patients?
During your business hours unless you request a custom window.
How do you handle Do Not Call requests?
We flag the record immediately and exclude it from all future outreach.
How do you respond to “Not interested” or “Already booked”?
We thank them, mark the record complete, and cease further attempts.
How do you deal with lapsed patients?
We offer a friendly reminder that their routine visit is due and connect them to book with your staff.
Do you handle family or group recalls?
Yes. We can ask if others in the household are due and connect them to your receptionist.
How do you maintain professionalism and empathy?
Scripts are written for warmth and clarity and are monitored for consistent delivery.
Do you ask for payment or insurance info?
Never. We do not request or process insurance or payment details from patients.
Do you handle cancellations or reschedules?
Yes. We immediately connect these callers to your receptionist and log the outcome.
How do you ensure consistent tone and language?
All messaging is pre-approved and standardized to protect tone and compliance.
Can you match our clinic’s communication style?
Yes. We align tone during script approval so calls reflect your brand.
Customization & Campaign Management
Can we approve the script before launch?
Yes. You review and approve the exact script prior to calling.
Can we change the script later?
Yes, between campaigns. We do not change scripts mid-cycle to keep operations stable.
Can we exclude certain patients or lists?
Yes. Provide your final list before launch; lists cannot be modified during a live campaign.
Can we run a small test list first?
No. We run full campaigns for efficiency and consistent pacing.
Can we see performance by provider?
No. Reporting is at the clinic level, not by individual provider.
Can we split lists by insurance or fee schedule?
Yes. We call any filtered list you provide that meets your policy.
Can you handle ortho, implant, or specialty recalls?
Yes. We notify patients they are due and connect them to your receptionist for details and scheduling.
Can you prioritize hygiene vs restorative recalls?
Yes. We follow the order and category priorities you specify.
Can you schedule campaigns for different locations?
Yes. Each location receives its own list, transfer line, and pacing.
Can you run bursts before hygiene gaps?
No. Calls are evenly distributed to avoid overloading your reception.
Can you slow down if our schedule fills?
Yes. We can cap or pace calls to maintain manageable volumes.
Can you handle multiple transfer numbers?
Yes. We can route separate lists to separate transfer lines by location or department.
Can you adjust cadence mid-campaign?
No. Timing is fixed once the campaign begins to ensure data integrity.
Can you change calling hours during a campaign?
Only between campaigns. We will update schedules for the next cycle.
Can you send reports to multiple contacts?
Yes. We can include multiple clinic addresses on the monthly report.
Can we limit the number of calls per day?
Yes. We can set a daily cap during setup to smooth receptionist workload.
AI System (Hybrid AI + Human)
Is the service run by AI or humans?
It is a hybrid model: AI handles outreach and transfers interested patients to your receptionist. Human supervisors monitor quality.
Can patients tell it’s AI?
Rarely. Voices are natural and conversational. If asked, the system identifies itself as a digital assistant calling on behalf of your clinic.
What if the AI misunderstands a patient?
It asks a brief clarifying question once. If uncertainty remains, it transfers to your receptionist.
How do you ensure the AI sounds empathetic?
We tune tone, pacing, and phrasing for healthcare, and we continuously review call outcomes.
Is the AI system secure?
Yes. Data is encrypted and handled under strict access controls with rapid deletion after each cycle.
Does the AI store any PHI or patient data?
Only minimal contact data (name and phone) during the active campaign. Everything is deleted within 72 hours of completion.
Can we review or modify the AI’s script?
Yes. You approve the script before launch and changes are applied between campaigns.
How do you prevent bias or robotic tone?
We use standardized healthcare language, ongoing QA audits, and quick updates when needed.
What happens if the AI encounters an unexpected question?
It does not guess; it transfers the caller to your receptionist.
Can patients request to speak with a human?
Yes. A request for a human triggers an immediate transfer to your clinic.
How does the AI handle background noise or accents?
It adjusts pacing and politely requests repetition; if unclear, it transfers to your receptionist.
Does the AI comply with privacy regulations?
Yes. Our configuration aligns with HIPAA and PIPEDA requirements, including data minimization and deletion timelines.
What if the patient becomes upset?
The system stays courteous, apologizes, and connects them with your team.
Can you provide call logs or summaries?
Yes. Structured logs and monthly summaries are available; audio recordings are not stored.
How does the AI know when to transfer to our receptionist?
It transfers on booking intent, complex questions, explicit human requests, or repeated confusion.
Is the AI available after hours?
Only if you enable after-hours calling; otherwise we call during business hours.
What are the AI’s operational limits?
It confirms interest, gathers basic responses, and connects calls. It does not access charts, discuss billing, or give clinical advice.
How do you monitor AI call quality?
Automated analytics plus human oversight ensure steady tone, compliance, and outcomes.
What’s the AI’s success rate compared to humans?
AI delivers consistent reach and follow-up with no fatigue, typically matching or exceeding manual recall volume and speed.
Privacy Policy
1. Introduction
Voltage Recall LTD ("we," "us," or "our") provides automated patient recall services for dental and medical clinics. We protect privacy through strict data minimization, encryption, and rapid deletion. By using our website or services, you agree to this Policy.
2. Scope
This Policy covers information handled through our website, recall operations, SMS and email communications. It applies to clinics, clinic staff, and patients contacted on their behalf. Third-party systems used by clinics (such as practice software) are outside this Policy.
3. Information Collected
We collect only what is required for recall outreach and billing: patient name, phone number, email (if provided), recall/appointment due date, clinic contact info, and clinic payment details for subscription billing. We do not collect medical records, insurance details, or patient payment information.
4. Purpose of Collection
Data is used strictly to contact patients for booking, confirming, or rescheduling appointments; to provide campaign reports to clinics; and to process clinic subscription payments. We do not sell or market data.
5. Consent
Clinics confirm they have obtained appropriate consent before providing patient data. Patients may withdraw consent by informing their clinic or our agent during the call; we will flag such records as Do Not Call.
6. Data Security
We use AES-256 encryption at rest and TLS 1.3 in transit. Access is restricted to authorized staff. We perform internal reviews of access logs and security controls.
7. Data Retention & Deletion
We retain patient contact data only for the active campaign cycle and delete it within 72 hours after completion. Clinic billing records are retained as required by law for financial compliance.
8. File Transfers
All file exchanges occur via encrypted, access-controlled upload links. We do not accept lists by unsecured channels.
9. Use of Technology Providers
We may use telecommunications and automation platforms to deliver calls and messages. These providers must meet or exceed HIPAA and PIPEDA-aligned safeguards.
10. Incident Response
If a security incident occurs, affected clinics are notified promptly with details of scope, mitigation steps, and corrective action.
11. Patient Rights
Patients should direct access, correction, or deletion requests to their clinic. Voltage Recall does not operate a patient portal and does not amend clinic records.
12. International Data Transfers
We operate in North America and do not knowingly transfer patient data outside this region. If a transfer is required, equivalent protections are applied.
13. Limitation of Liability
Services are provided on an as-is, as-available basis. We are not liable for indirect, incidental, or consequential damages, outages, third-party failures, or events beyond our reasonable control.
14. Changes to this Policy
We may update this Policy at any time. The current version is posted on our website; continued use constitutes acceptance.
15. Contact
Privacy inquiries must be submitted through our website at www.voltagerecall.com.
16. Governing Law
This Policy is governed by the laws of Ontario and the applicable federal laws of Canada or other jurisdictions that the company may or may not move into.
Disclaimer and Limitation of Liability
Voltage Recall LTD ("we," "us," or "our") provides automated patient recall services on an "as-is" and "as-available" basis. To the fullest extent permitted by applicable law, we disclaim all warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, reliability, or uninterrupted operation. We do not warrant that the services will meet your requirements, be error-free, or achieve any specific results, including but not limited to the number of appointments booked, patient response rates, or revenue generated for your clinic.
You acknowledge that we rely on information provided by you (e.g., patient lists) and assume no responsibility for its accuracy, completeness, or legality. Clinics are solely responsible for obtaining and maintaining patient consents, complying with applicable laws (including privacy and telemarketing regulations), and handling any patient complaints or disputes arising from recalls. We are not liable for any claims related to unauthorized contact, data inaccuracies, or outcomes from patient interactions.
In no event shall we, our affiliates, directors, officers, employees, agents, or third-party providers be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages, including but not limited to loss of profits, revenue, data, goodwill, or business opportunities, arising from or related to the services, even if advised of the possibility of such damages. This includes, without limitation, liability for service interruptions, third-party failures (e.g., telecommunications providers), data breaches not caused by our gross negligence, force majeure events (e.g., natural disasters, cyber-attacks, pandemics, or government actions), or any other circumstances beyond our reasonable control.
To the extent liability cannot be fully excluded under applicable law, our total aggregate liability for any claim, whether in contract, tort (including negligence), or otherwise, shall not exceed the total fees paid by you to us in the one (1) month preceding the event giving rise to the claim. You agree that any cause of action must be commenced within one (1) year after it accrues, or it is forever barred.
By using our services, you agree to indemnify, defend, and hold us harmless from any claims, losses, damages, liabilities, costs, or expenses (including reasonable legal fees) arising from your breach of this Policy, misuse of the services, or violations of law by you or your patients.
Governing Law and Jurisdiction
This Policy and any disputes arising from or related to the services shall be governed exclusively by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of laws principles. In the event we expand services to other jurisdictions, the governing law shall be interpreted to apply the legal framework that provides equivalent or greater protections to us, but disputes shall remain subject to the exclusive jurisdiction of the courts of Ontario, Canada. You irrevocably submit to the personal jurisdiction of such courts and waive any objection based on venue or forum non conveniens. This clause survives any termination of services.
FAQ
Address
Voltage Recall LTD.
4711 Yonge Street, 10th Floor, Toronto, Ontario, M2N 6K8, Canada
Phone
+1 (437) 447-5345