Question 1

Is my patient data safe when I use Citeline?

Accepted Answer

Yes. Citeline Health is HIPAA compliant and signs Business Associate Agreements (BAAs) with every practice and health system we work with. Protected Health Information is encrypted in transit and at rest, and is used only for the calls you initiate. We do not sell patient data or use PHI to train AI models. Full details are in our Privacy Policy.

Question 2

How do I start a new prior authorization case in the app?

Accepted Answer

From the Cases tab, tap the + button and enter the patient identifiers, the contested order, the insurance provider and plan, and the callback number from the denial. Citeline generates a case ID, stores the context securely, and stages the case for a call. You can edit any detail before the call is placed.

Question 3

What happens when the medical reviewer comes on the line?

Accepted Answer

Citeline navigates the phone tree, handles the intake questions, and waits on hold. When a medical reviewer joins the call, you will receive a push notification. Open the notification, take the handoff, and the clinical conversation is yours.

Question 4

What if I miss the handoff notification?

Accepted Answer

The app alerts you with audio and vibration when a reviewer connects. If you miss the handoff, the call ends and the case is flagged in your dashboard so you can re-initiate it.

Question 5

How do I update my NPI, practice, or contact info?

Accepted Answer

Open the app, go to Settings, and tap Edit Profile. You can update your name, credentials, specialty, practice or institution, and phone number there. To change the NPI on file, email support@citelinehealth.com for manual verification.

Question 6

How do I delete my Citeline Health account?

Accepted Answer

Open the app, go to Settings, and tap Delete Account. Confirming removes your profile, cases, call recordings, and all associated data from production systems. Data may persist in encrypted backups for up to 30 days before being permanently purged. If you cannot access the app, email support@citelinehealth.com for assistance.

Question 7

Does Citeline replace me on the prior authorization call?

Accepted Answer

No. Citeline handles the phone tree, the intake, and the hold time, then hands off when a medical reviewer joins. The clinical discussion is between two licensed physicians.

Question 8

How do I request a feature or report a bug?

Accepted Answer

In the app, go to Settings and tap Report Bug or Request Feature to open a short form with severity and priority selectors. You can also email support@citelinehealth.com directly.

Question 9

Can I use Citeline in a medical emergency?

Accepted Answer

No. Citeline Health is not a substitute for emergency medical care. If you or your patient is experiencing a medical emergency, call 911 immediately. Citeline does not provide medical advice, diagnosis, or treatment. It is a workflow tool for managing prior authorization calls, and clinical decisions always remain with the licensed clinician.

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