Your pending list is full of starts you’ve already earned.
Citrine reads every text, email and call with the families who didn’t start, spots the hesitation behind each one (price, understanding the treatment, or timing), and drafts the right follow-up. Your treatment coordinator sends it from the tools you already use and calls the families 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 knows why each family stalled, or 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 read every reply and draft the follow-up.
Citrine reads each text, email and call, spots the hesitation (price, understanding the treatment, or timing) and drafts the message that answers it, on a 120-day schedule. Your TC sends it from your practice’s own number. Calls go on your TC’s list with the hesitation beside each name. 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 one of our messages or spoke with your TC on a call.
- 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, with what’s holding each family back.
- Every reply in one inbox, tagged with the hesitation and a draft ready to send: copy, send, snooze, mark started, opt out.
- No more spreadsheets of who was called when.
For you, the owner
- One report with one number that matters: recovered starts.
- Unattributed starts shown separately, so the number is honest.
- Works alongside your current tools. Messages go out from the texting and email tools you already use. No integration project, nothing replaced.
- A clear view of the pipeline, by stage, week by week.
Your TC’s day, in two screens
Today’s call list
| # | Family | Exam | Days pending | Last engagement | Hesitation |
|---|---|---|---|---|---|
| 1 | Juniper T. | Comprehensive | 6 | Replied 2h ago | Price |
| 2 | Atlas R. | Phase I | 11 | Spoke on a call · 1d | Price |
| 3 | Marigold P. | Adult aligners | 19 | Replied to email · 2d | Timing |
| 4 | Clementine W. | Comprehensive | 24 | Replied 4d ago | Understanding |
| 5 | Orion B. | Phase I | 38 | Spoke on a call · 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 - Draft, not sent yet:
Great, we’ll call Thursday after 4. Reply STOP anytime to opt out.
Ready to send
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 send follow-up or help families pay. Citrine reads what each family says, finds the hesitation, drafts the follow-up that answers it, and then counts the starts it recovered, separately from the ones that would have happened anyway. It works alongside the tools you already use.
Does Citrine send messages itself?
No. Citrine drafts each message. Your TC sends it from your practice’s own texting or email tool, so families always hear from your number.
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 sending the drafts and making the calls on a short daily list of families most likely to start.
Is it HIPAA compliant?
We’re built HIPAA-first: a BAA with every practice and 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. Texts go only to families with consent, from your practice’s registered number. STOP opts them out instantly, and no texts go out 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