Video visits cover most telehealth interactions, but there are moments when a provider needs to place an actual phone call instead, whether that’s confirming a detail before a session or checking in with a patient who couldn’t get their video working. When that call has to happen from a provider’s personal cell phone, it exposes a number that a provider often doesn’t want a patient to have permanently. SecureVideo’s Masked Calling feature, part of our advanced session tools, solves that problem directly.
How Masked Calling Works
Instead of dialing out from a personal device, providers place calls directly through the SecureVideo dashboard. The patient’s caller ID shows a masked number rather than the provider’s actual line, and if the patient calls back, that same masked number routes the call appropriately without ever revealing the provider’s personal contact information. The mechanics are simple by design, since the goal is to remove a barrier, not add another tool for providers to learn.
Why Privacy Cuts Both Ways
Most conversations about telehealth privacy focus on protecting the patient, and rightly so. Masked Calling addresses the other side of that relationship. Providers, especially those in solo or small practices covered on our who we serve page, often use personal phones for practice business, and once a patient has that number, there’s no way to take it back. That can lead to calls and texts outside of business hours, or a patient reaching out about something unrelated to their care.
Masked Calling keeps a clean boundary in place without requiring a provider to purchase a second phone line or route every call through a separate answering service. It’s a privacy feature that happens to also protect a provider’s personal time.
Where This Comes Up Most Often
Practices that rely heavily on phone-based follow-up, such as behavioral health providers checking in between sessions or medical practices confirming lab results, tend to lean on Masked Calling the most. It’s also useful during onboarding, when a provider might need to reach a new patient before their first video session to confirm technical details or answer a quick question, all covered under the same HIPAA-compliant environment as the rest of the platform.
Setting It Up
Masked Calling is available directly from the provider’s SecureVideo dashboard, with no separate app or hardware required. Account administrators can review usage the same way they review session reports elsewhere on the platform, giving practices visibility into calling activity without sacrificing the privacy the feature is built to provide.
Contact SecureVideo today to learn more about Masked Calling and the rest of our privacy-focused session tools, or get started with a free trial to try it yourself.