Most telehealth providers focus their privacy and compliance attention on the video session itself. But the phone calls that happen around sessions, the quick check-in before an appointment, the follow-up call after a concerning session, the reminder call when a patient has not responded to messages, carry their own privacy risk that is easy to overlook. When you call a patient from your personal cell phone, they see your number. That creates a boundary problem that no clinical workflow should require you to manage.
SecureVideo’s masked calling feature solves this directly.
What Masked Calling Does
Masked calling allows you to make outbound calls to patients from your SecureVideo dashboard using a verified phone number that is not your personal number. The patient sees a professional, practice-associated number on their caller ID rather than your mobile number. Your personal number stays private, always.
This matters for several reasons:
- Patients who have your personal number may contact you outside of appropriate clinical boundaries, including late at night, on weekends, or during personal time
- In behavioral health settings especially, having a direct line to a provider’s personal phone can create dependency dynamics that are difficult to manage clinically
- If a therapeutic relationship ends, a patient retaining your personal number creates an ongoing boundary challenge that masked calling prevents from the start
When to Use Masked Calling in Your Workflow
Masked calling is the right tool for any outbound call to a patient that happens outside of a scheduled session:
- Calling to confirm an upcoming appointment when a patient has not responded to automated reminders
- Following up after a session on a specific clinical concern
- Reaching a patient who missed their appointment to reschedule
- Calling a family member or emergency contact when a patient has expressed concern during a session
- Any situation where you need to speak by phone but do not want to share your personal number
How to Make a Masked Call in SecureVideo
From your SecureVideo provider dashboard, navigate to the patient’s session record and initiate the call from within the platform. The call routes through SecureVideo’s verified number system, connects to the patient’s phone number on file, and appears to the patient as a call from your practice number. On your end, you call from whatever device you prefer without exposing your personal number.
The call is logged in the platform, giving you a record of when the contact was made, which supports your clinical documentation.
Pairing Masked Calling with Clinical Chat
For non-urgent between-session communication, SecureVideo’s clinical chat is often a better first option than a phone call. It is asynchronous, documented, and does not require both parties to be available at the same time. When a phone call is genuinely needed, masked calling handles it securely.
Together, masked calling and clinical chat give you a complete between-session communication toolkit that protects your privacy, documents your contact, and maintains appropriate clinical boundaries with every patient. Learn more about SecureVideo’s masked calling feature or start a free trial to see it in your workflow.