How Citrine turns your pending list into starts.
One upload a week. A follow-up schedule that never drops a family. One honest count of what it recovered.
The weekly loop
Monday
Upload, about 5 minutes.
Your TC exports the pending or observation report from Dolphin, Cloud 9, OrthoTrac or Ortho2 and uploads it. We map the columns once per PMS. It’s an upload, not an integration.
All week
We follow up.
Each new family enters a 120-day schedule. Texts and emails go out from your practice’s own branded number. Calls are queued for your TC.
Every day
A short, ranked call list.
Your TC calls the families most likely to start, ranked by how recent the consult was, the exam type, and how they’ve engaged.
Always
One inbox.
Every reply lands in one two-way inbox. Reply, snooze, mark started, mark declined, or opt the family out.
The 120-day schedule
A text on day 0, an email on day 2, a TC call on day 5, a payment-options text on day 10, a TC call on day 21, a check-in on day 45, then monthly check-ins until day 120. Observation patients go on a longer recall.
- 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
Your TC’s day
A ranked list instead of a spreadsheet. Each row shows the family’s first name and last initial, exam type, days pending, last engagement and the objection we heard: cost, timing, or “thinking about it.”
Replies land in one inbox, written from your practice’s number, with every message for a minor sent to the responsible adult.
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
The owner report
One page, one hero number: recovered starts. Next to it, unattributed starts. Below them, the pipeline by stage and a small weekly trend.
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
How we count a recovered start
Published so you can check our work.
- Recovered start
- A patient who starts treatment within 120 days of entering follow-up and engaged with at least one message or call: a reply, an answered call or a clicked link.
- Unattributed start
- A patient who starts in that window with no engagement. We show it; we don’t claim it.
- What we never do
- Add the two together, count starts outside the 120-day window, or count a family that opted out before engaging.
- How you verify it
- Every recovered start links to that family’s engagement history in the report, so your team can check each one against your PMS.
- Why both numbers
- Many pending families start on their own. OrthoFi reports that 44% of starts come from pending patients (opens in a new tab). Showing the two counts separately is how we stay honest.
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