Your pending list is full of starts you’ve already earned.
We follow up with every family who didn’t start. Your treatment coordinator calls only the ones ready to say yes. And you see every start we recovered, counted apart from the ones that would have happened anyway.
What you’d see every Monday: recovered starts, and separately, the starts we can’t take credit for.
Owner report Example Orthodontics
Recovered starts
14
Started within 120 days and engaged with follow-up
Unattributed starts
9
Started with no engagement. Shown, not claimed.
Counted separately. Never added together.
Pipeline by stage
- In follow-up
- 86
- Engaged
- 41
- Call queued
- 12
- Started
- 23
- Declined
- 7
Recovered per week
- Built for independent practices.
- Uses the pending report you already export from Dolphin, Cloud 9, OrthoTrac or Ortho2.
- Built HIPAA-first.
The starts are already in your building. They just stop hearing from you.
31.7%
of new-patient consults don’t start treatment. That’s roughly 1 in 3 families who heard your recommendation and your price.
Source: 2025 Orthodontic Practice Survey (opens in a new tab)44%
of starts come from patients who were pending first. Follow-up is where those starts are won.
Source: OrthoFi (opens in a new tab)74%
of practices report a staff shortage, so follow-up becomes whoever has a spare minute.
Source: 2025 Orthodontic Practice Survey (opens in a new tab)
And almost nobody measures what follow-up actually recovers.
A weekly loop that takes your TC about five minutes.
Step 1: Upload weekly, about 5 minutes.
Your TC uploads the pending or observation report your practice-management software already exports. We map the columns once.
Step 2: We follow up on a schedule.
Texts and emails go out from your practice’s own number over 120 days. Calls are queued for your TC. No texts between 8pm and 8am.
Step 3: You see recovered starts.
One owner report, with recovered starts and unattributed starts counted separately.
- Day 0Text
- Day 2Email
- Day 5TC call
- Day 10Payment-options text
- Day 21TC call
- Day 45Check-in
- Day 75Monthly check-in
- Day 105Monthly check-in
- Day 120Final check-in
We count every start we recover, and show you exactly how we count.
Many pending families start on their own. So your report shows two numbers, side by side, and never adds them together.
- Recovered start
- Started within 120 days of entering follow-up and replied to, opened or answered at least one of our messages or calls.
- Unattributed start
- Started in the same window with no engagement. We show it, but we don’t take credit for it.
We report 14. We’d never call this 23.
What your team gets
For your treatment coordinator
- One upload a week, about five minutes.
- A short daily call list, ranked by who is most likely to start.
- Every reply in one inbox: reply, snooze, mark started, opt out.
- No more spreadsheets of who was called when.
For you, the owner
- One report with the number that matters: recovered starts.
- Unattributed starts shown separately, so the number is honest.
- Works alongside your current tools. No integration project, nothing replaced.
- The pipeline by stage, week by week.
Your TC’s day, in two screens
Today’s call list
| # | Family | Exam | Days pending | Last engagement | Objection |
|---|---|---|---|---|---|
| 1 | Juniper T. | Comprehensive | 6 | Replied 2h ago | Cost |
| 2 | Atlas R. | Phase I | 11 | Opened payment text · 1d | Cost |
| 3 | Marigold P. | Adult aligners | 19 | Clicked email · 2d | Timing |
| 4 | Clementine W. | Comprehensive | 24 | Replied 4d ago | Thinking about it |
| 5 | Orion B. | Phase I | 38 | Opened check-in · 6d | Timing |
Wren T. (parent of Juniper)
- Example Orthodontics:
Hi Wren, it’s Example Orthodontics. Thanks for coming in with Juniper on Monday. Any questions about the treatment plan? Just reply here.
Tue 10:02 AM - Family:
Hi! We’re interested. Mostly trying to figure out the monthly payment.
Tue 6:41 PM - Example Orthodontics:
Totally understand. We have a few payment options. Would a quick call from our treatment coordinator help this week?
Wed 9:15 AM - Family:
Yes, Thursday after 4 works.
Wed 9:30 AM - Example Orthodontics:
Great, we’ll call Thursday after 4. Reply STOP anytime to opt out.
Wed 9:31 AM
Built HIPAA-first, from the first line of code.
We don’t claim certifications we don’t hold. Today, that means none. Here’s what we build in instead.
How we handle patient data- A BAA with every practice.
- Texting only with consent, from your practice’s registered number.
- STOP is honored instantly.
- No texts between 8pm and 8am.
- An audit log of every action on patient data.
Ten founding practices. Utah first.
We’re opening Citrine to 10 independent practices first. Founding practices lock in the founding rate for 12 months and help shape what we build next.
- Founding rate locked for 12 months (shared on your review call).
- Direct input on what we build next.
- Utah practices first. Others join the list.
Questions owners ask
We already use a pending-follow-up or financing tool. Why this?
Most tools help your team do follow-up, or help families pay. Citrine runs the follow-up on a schedule, then counts the starts it recovered separately from the ones that would have happened anyway. It works alongside the tools you already use.
Does it integrate with our PMS?
No integration needed. Your TC uploads the pending report you already export from Dolphin, Cloud 9, OrthoTrac or Ortho2. We map the columns once.
How much TC time does it take?
About five minutes a week for the upload, plus calls from a short daily list of the families most likely to start.
Is it HIPAA compliant?
We’re built HIPAA-first: a BAA with every practice and with every vendor that touches patient data, encrypted and audited access, and role-based permissions. We don’t claim certifications we don’t hold.
What does it cost?
The founding rate is shared on your Pending-List Review call. Founding practices lock it in for 12 months.
Will it text patients who didn’t consent?
No. We only text families who have given consent, from your practice’s registered number. Replying STOP opts them out instantly, and we never text between 8pm and 8am.
Let’s look at your pending list together.
A 20-minute call. We’ll look at your pending list and what’s at stake, and show you how the follow-up works.
Get my free Pending-List Review Not ready for a call? Run the numbers first