Frequently Asked Questions

Don't see your quesiton? Feel free to contact us.


Q:  Is orthodocsPro HIPAA compliant?

A:  Yes, and we provide you with a Business Associate Agreement during registration. In case you misplace it, you can find it again in Configuration Take a Tour! (last screen).


Q:  What documents are generated by orthodocsPro?

A:  Out of the box, orthodocsPro generates Payment Options (a single treatment view and a multi-treatment view), Financial Contracts, Informed Consent Forms and Automatic Payment Authorization Forms that are dynamically created for each Treatment Plan. The wording is customizable for these documents, and you decide if you want all of them to generate for your practice.

Please note: Need other documents e-signed with the contract? See the question below!


Q:  Can I have supplemental documents added to those that orthodocsPro auto-generates? Can they be e-signed as well?

A:  YES! OrthodocsPro allows you to upload your own documents to get signed along with the Contract, Consent Form & Auto-pay Form...for no additional fee!


Q:  If I want to show a patient a quote for 3 different possible treatments (e.g. Metal Braces, Ceramic Braces AND Clear Aligners), will I get charged 3 times?

A:  No, orthodocsPro allows multiple treatment types to be selected when creating the Treatment Plan. You could select all 3 just mentioned (or more!) and present the patient with a side-by-side comparison of each treatment type, along with the payment plan options for each of them -- all for a single Treatment Plan charge.


Q:  Do I get charged if I modify an existing Treatment Plan months (or years!) later?

A:  Nope, once you have created a Treatment Plan you may edit it at any time without being charged again. We understand patients may not start treatment right away and the treatment recommendation and/or financial situations may change in the meantime. You have the freedom to make those updates without worrying about additional charges.


Q:  Am I charged if I create a patient within orthodocsPro, but that patient is a no-show for his initial exam?

A:  No. The number of Patients created is irrelevant; you are only charged based on the number of Treatment Plans created each month.


Q:  The administrative user of orthodocsPro at my orthodontic office is changing - what should I do?

A:  If someone at the office has access to the User Management tab, you can handle this situation yourself via that tab. Delete the former administrative user (using the trash can icon in the User Options column) and add the new administrative user (using the CREATE NEW USER button at the top of the page). The new administrative user should have all Roles checked.

If nobody at the office has access to the User Management tab, no worries. Contact your friendly orthodocsPro support team and we will happily assist you.


Q:  How do I enter insurance coverage as "X% up to a $Y lifetime maximum"?

A:  When creating or editing a Patient, each insurance has a Coverage field. By default, that field will take a flat dollar amount. To switch to a percentage, click the blue '$' all the way on the right. This will change the value to be a '%' and will display an additional field immediately below it to input the lifetime maximum amount. If coverage is a percentage with NO lifetime maximum, click the blue 'Max' button on the right and it will change to an unlimited maximum.

Please note: Only the primary insurance can be entered in this manner. If multiple insurance coverages exist, secondary coverage and on will need to be specified as flat dollar amounts.


Q:  What if a patient's insurance coverage has a deductible?

A:  When adding an insurance, you are able to enter the deductible amount (if there is one). The calculations will reduce the estimated coverage by the deductible amount before being applied to the treatment fee. The deductible will be noted on the patient documents for clarity.

Please note: If the deductible is due annually, enter the total deductible amount you expect will be paid given the length of treatment.


Q:  What if a patient has out-of-network insurance coverage?

A:  If your patient has insurance benefits that are paid to them directly (instead of your office), you can mark that insurance coverage as such and it will not be included in the financial calculations but will still print on the documents as a side note. When creating or editing a Patient, each insurance has a Payee field. By default, that field will indicate the insurance amount is being paid to the office (which means it will be subtracted in the calculations like normal - i.e. IN-network insurance). If you have one that will be paid to the patient, simply switch that flag to indicate the insurance amount is being paid to the patient (which means it will be ignored during the calculations - i.e. OUT-of-network insurance); but a note will print on the documents stating how much is expected to be paid to the patient.


Q:  Does orthodocsPro support multiple languages?

A:  OrthodocsPro currently generates documents in English only; however, the Google Chrome browser has a built-in translator extension that will translate the documents with a single click of a button to any language you choose. You can install that extension via this link. Given that the documents you will be translating contain ePHI, you probably want to sign a Business Associate Agreement with Google to maintain HIPAA compliance. You can read more about their HIPAA compliance here and can accept their BAA via this page.


Q:  How do I sign up for electronic signature (aka 'e-sign') functionality?

A:  Electronic signatures are included in the base fee for orthodocsPro, so if you have an orthodocsPro account then you are already able to use the e-sign functionality. Simply navigate to the Signing Docs tab within a Treatment Plan and click on the ESIGN button of the payment option the patient selected. After entering the responsible party's email address, you can choose to either SIGN NOW from the Treatment Coordinator's machine while in the office -OR- SIGN VIA EMAIL from a link sent in an email to the responsible party.


Q:  Why is the responsible party's email address required when I am using the e-sign button SIGN NOW (as opposed to the e-sign button SIGN VIA EMAIL)?

A:  The responsible party is about to sign a legal document. Regardless of the signing workflow (either there in the office or somewhere else via email), the completed document will be emailed to the responsible party afterwards so they have a copy for their records.


Q:  How do I know if I have emailed the sliders or the signing docs to a patient already?

A:  If you already sent the sliders or the signing docs, the email button will be gray and will say Already Sent or Already Emailed.


Q:  Will my office know when the responsible party has adjusted the sliders and confirmed a payment schedule?

A:  Yes. An email notification will be sent to the office when the responsible party makes any changes to his or her sliders.


Q:  How do I know which treatment/payment option the patient confirmed a payment schedule for (using the sliders)?

A:  From the 'Payment Options' and 'Signing Docs' tabs, you will see a blue label next to the specific Treatment/Payment option that was adjusted.


Q:  Will my office know when the responsible party has e-signed a document?

A:  Absolutely. Regardless of the signing workflow (either there in the office or somewhere else via email), the completed document will be emailed to both the responsible party AND the orthodonic office after being signed.


Q:  How do I know which treatment/payment option was e-signed by the patient from orthodocsPro?

A:  There are several ways to know, depending on which screen you are on:

       - From the 'Treatment' tab, you will see a blue label next to the specific Treatment Type Option that was e-signed.

       - From the 'Payment Options' tab, you will see a blue label next to the specific Treatment/Payment option that was e-signed.

       - From the 'Signing Docs' tab, you will see a single document row, with a gray label indicating when it was e-signed.


Q:  How can I start using the Informed Consent Form for my practice?

A:  Everything can be setup for this document on the Configuration Documents Informed Consent page. Simply indicate which parties you want to sign this document, modify the wording (if desired) and enable the form. From then on, the Signing Docs tab will generate the Informed Consent Form (per your specifications on that page) and patients will be able to sign it when they are signing the Financial Contracts.


Q:  How can I start using the Automatic Payment Authorization Form for my practice?

A:  Everything for this document is controlled from the Configuration Documents Auto Payments page. Just tweak the default wording and settings to fit your practice requirements and enable the form. From that point forward, the Signing Docs tab will generate the Automatic Payment Authorization Form (per your specifications on that page) and patients will be able to complete it when they are signing the Financial Contracts.


Q:  How can I add my own forms to the set of signing documents for my practice?

A:  Custom documents can be uploaded by you on the Configuration Documents Custom Forms page. For each custom form, you can specify if it applies to every patient or if it is Treatment Plan-dependent.


Q:  Why am I sometimes asked if the Responsible Party is also the Account Holder when I'm about to start the e-sign workflow?

A:  You will see this when the e-sign documents include the Automatic Payment Authorization Form. The Auto-pay form should be completed and signed by someone who is authorized on that bank or credit card account. Often times, the Responsible Party is also going to be an Account Holder; however, when he or she is NOT you can simply indicate the name and email of the Account Holder. In this scenario, the Responsible Party will proceed as normal with signing the rest of the forms. Afterwards, the Account Holder will be emailed and asked to complete the Auto-pay form. Once ALL signers complete their respective parts within the e-sign document, the entire document will execute and the final PDF will be emailed to the signers and to the office for their records.


Q:  How can I see the billing data as it was entered by the Account Holder on the Automatic Payment Authorization Form?

A:  PCI data (e.g. sensitive financial data) that is entered by the Account Holder on the Auto-pay form will be masked or obfuscated in the final signed PDF that gets emailed to everyone, for security reasons. For example, a credit card number may show like this: XXXX XXXX XXXX 1234. In order to see the full data that was entered by the Account Holder, go to the Signing Docs tab and click the button. Hovering over the button it says "View Secured Billing Data".

Please note: This button is ONLY present if:  The document has been fully signed, contains masked data and the person logged into orthodocsPro has Patient Billing Manager permissions.


Q:  How do I change the permissions of a user in orthodocsPro?

A:  Please note: This should only be performed by an Administrator within your practice. Furthermore, you must have User Manager permissions to be able to make these types of changes.

After logging in, go to the User Management tab at the top of the page. Next to the user you want to modify, click the button. On the new page that comes up, you can add permissions for the user by checking additional Roles; or remove permissions by un-checking Roles. The permissions each Role controls are spelled out in the help text on that page.