Frequently asked questions
Answers to the questions agencies ask before handing off phones.
If you do not see your question here, use the contact form on the main site and we will respond with a clear next step.
What does CareBridge actually do?
CareBridge provides remote client-operations support: intake call handling, scheduling support, on-call routing, documentation, and concise Sunrise summaries so your internal team can focus on care delivery and supervision.
Do you replace our internal staff?
Optional. We are designed to extend your capacity. We follow your scripts, policies, and escalation rules. You stay in control of decisions and clinical direction.
What hours do you cover?
Coverage is scheduled in blocks based on your plan (weekday extended hours, weekends, holidays, and after-hours). We align coverage to your call volume and escalation needs rather than promising “always on” coverage you may not need.
What does onboarding look like?
We confirm your call flow, escalation paths, scripts, and documentation standards. Then we run a short pilot window to validate handoffs and adjust language. If you want a Business Associate Agreement (BAA), we include it as part of onboarding.
Can you work with our current tools?
Yes. We can operate inside common stacks (phone systems, shared inboxes, scheduling tools, spreadsheets, and lightweight CRMs). We aim to fit your existing process first and only recommend changes when they reduce risk or improve follow-through.
How do you handle privacy and HIPAA?
We operate with confidentiality-first workflows and audit-friendly documentation. HIPAA-aligned practices are available, and BAAs are available. We do not sell or share personal information.
Do you use AI?
We may use AI internally to assist with summarization and pattern-spotting, but client-facing communications and operational decisions are handled by trained humans following your policies and service posture.
How do you keep us informed?
Each covered shift ends with a Sunrise summary: who called, what changed, what was escalated, and what needs follow-up. You get visibility without extra meetings or noisy dashboards.
How is pricing structured?
Pricing is typically aligned to coverage blocks and complexity (call volume, escalation intensity, and documentation requirements). After an initial consult, we provide a simple scope and tiered options.
How do we get started?
Use the “Talk with CareBridge” form on the main site or call (916) 907-7254. We will review your call flow and propose a clear first step (pilot block, workflow alignment, or scoped support plan).