Frequently Asked Questions

CareSync is a white label telehealth and electronic health record platform developed by Noble TeleHealth. It gives healthcare organizations the infrastructure they need to launch, operate, and scale branded virtual care programs without building clinical technology from scratch.

CareSync is built for pharmacies, healthcare providers, digital health companies, healthcare marketers, employer health programs, and organizations launching direct to consumer clinical services. The platform is designed for businesses that need a scalable, compliant, and configurable healthcare operating system under their own brand.

White label means the platform is presented to patients and users under your brand. Your organization can use its own logo, colors, domain, service offerings, and patient experience, while CareSync operates behind the scenes as the underlying technology infrastructure.

Yes. CareSync can be configured with your company logo, brand colors, custom domain, and patient facing identity. This creates a consistent experience from your website through appointment booking, intake, care delivery, payment, and follow up.

CareSync combines all three. It functions as an enterprise EHR, a telehealth platform, and the operational infrastructure required to power a modern digital healthcare business.

CareSync is designed as a complete healthcare infrastructure platform rather than a collection of disconnected point solutions. It brings together clinical documentation, patient intake, scheduling, telehealth, ePrescribing, pharmacy workflows, insurance eligibility, payments, reporting, and white label administration within one system. This reduces vendor complexity, shortens implementation timelines, and gives operators greater control over the full patient journey.

Building a healthcare platform requires significant capital, engineering resources, compliance expertise, third party integrations, and ongoing maintenance. Even experienced teams can spend years developing foundational functionality before reaching the market. CareSync allows organizations to launch using proven healthcare infrastructure so they can focus their time and resources on patient acquisition, clinical operations, partnerships, and revenue growth.

CareSync includes customizable patient intake, appointment scheduling, asynchronous encounters, live video visits, a patient portal, clinical documentation, AI assisted SOAP notes, ePrescribing, electronic prior authorizations, insurance eligibility verification, real time prescription benefit checks, payment processing, reporting, audit logs, white label administration, and API integrations. Available functionality can be configured based on the needs of each organization and service line.

Yes. CareSync allows organizations to customize patient intake questionnaires, clinical exams, service pricing, appointment types, workflows, forms, documents, and administrative settings. The platform is designed to support different clinical models without forcing every organization into the same operating process.

Yes. Administrators can create custom intake forms and provider exams using multiple question types, including multiple choice, rating scales, measurements, dates, numbers, signatures, file uploads, and free text responses. Responses can also be mapped into clinical documentation, SOAP notes, and generated PDF documents.

Yes. CareSync supports both cash pay and insurance based encounter workflows. Organizations can configure different pricing, intake requirements, payment rules, and billing processes based on the service being delivered.

Yes. CareSync supports both asynchronous chart review encounters and synchronous live video appointments. This allows organizations to offer the care delivery model that best fits each service, patient population, and regulatory requirement.

Yes. Patients can select a service, choose an available provider or appointment time, complete intake, submit required information, and confirm their appointment online.

Yes. The CareSync patient portal gives patients a centralized place to manage appointments, complete intake, receive notifications, update payment information, review insurance details, track prescriptions, access medical information, and monitor care related activity.

Yes. Patients can securely upload insurance cards, identification, clinical records, imaging, photographs, and other supporting documentation as part of the intake process.

Yes. CareSync supports electronic prescribing to pharmacies throughout the United States. Controlled substance prescribing may also be supported when the provider, organization, and workflow meet all applicable identity proofing, licensing, security, and regulatory requirements.

Yes. Providers can initiate electronic prior authorizations, respond to follow up questions, submit required clinical information, and monitor status updates from the insurance plan. This helps reduce manual follow up and gives clinical teams greater visibility into the authorization process.

Yes. CareSync supports workflows for referrals, laboratory orders, and related clinical documentation. Specific functionality may be configured based on the services, vendors, and integrations used by the organization.

Yes. CareSync supports pharmacy oriented workflows, including ePrescription transmission, prescription status tracking, medication changes, prior authorizations, formulary management, prescription benefit checks, and pharmacy fulfillment integrations.

Yes. CareSync can integrate with pharmacy dispensing systems and pharmacy network partners through supported APIs and workflow integrations. These integrations can help connect prescribing, medication changes, fulfillment, delivery, and patient status updates.

Yes. CareSync includes an AI assisted SOAP note engine that helps providers document clinical encounters more efficiently. The system can help organize clinical information, generate draft documentation, and surface potentially relevant diagnosis or procedure codes for provider review. The provider remains responsible for validating and approving the final medical record.

Yes. CareSync can generate draft SOAP notes using information collected during intake, the clinical encounter, and provider documentation. Providers review, edit, and approve the note before it becomes part of the finalized medical record.

Yes. Organizations can create custom PDF templates for consent forms, provider attestations, encounter summaries, orders, disclosures, and other clinical or administrative documents. Patient and provider data can be mapped into these templates using configurable tokens.

Secure direct messaging between patients and providers is not currently offered as a standard CareSync feature. CareSync instead supports structured communication through appointment notifications, intake workflows, patient correspondence records, and configurable operational processes.

Yes. Organizations can onboard and manage their own physicians, nurse practitioners, physician assistants, and other clinical users within CareSync. Provider access, availability, service assignments, and permissions can be configured by administrators.

CareSync can introduce clients to healthcare provider network partners that collectively include more than 1,600 providers with licensure coverage across all 50 states and Puerto Rico. Provider availability, pricing, contracting, scope of practice, and service coverage are determined through the applicable network relationship.

CareSync supports physicians, including MDs and DOs, as well as physician assistants and nurse practitioners. The platform can also support nurses, medical assistants, administrators, and other operational roles, with access and permissions limited according to their responsibilities.

Yes. Providers can maintain profiles that reflect multiple state licenses and can be assigned to services and patients based on applicable licensure requirements. The organization remains responsible for ensuring each provider is appropriately licensed and authorized to deliver care in the patient’s state.

Providers can manage recurring availability through their Provider Profile, including the days and time windows they are available. CareSync also supports scheduling rules, appointment durations, buffers, overrides, and exceptions for holidays or temporary availability changes.

Yes. Providers can indicate when they are available for on demand care, and that availability can be presented to eligible patients through the patient portal. Patients can complete the required intake workflow before an on demand request is routed to the provider.

CareSync is designed to support HIPAA compliant healthcare operations. The platform includes security, access control, documentation, and audit capabilities intended to help covered entities and business associates protect patient information. Each client remains responsible for configuring and operating its program in accordance with its own legal, clinical, and regulatory obligations.

CareSync protects patient data through secure authentication, role based access controls, audit logging, encryption, user permissions, and administrative safeguards. Access is limited according to user role and organizational relationship, helping clients maintain control over who can view or modify protected health information.

Yes. CareSync records user activity and makes relevant audit information available to authorized administrators. These logs help organizations monitor access, investigate activity, support compliance reviews, and maintain accountability across the platform.

Yes. CareSync supports two factor authentication through SMS, email, and authenticator applications. Organizations can use these controls to strengthen account security and protect access to sensitive patient and clinical information.

The client organization retains ownership of its patient data. CareSync securely hosts and processes the data on behalf of the client and provides authorized users with tools to access, manage, and export information in accordance with contractual and regulatory requirements.

Yes. CareSync supports data export based on the applicable data set, format, contract terms, and transition requirements. The export process is coordinated to support continuity, security, and the proper handling of patient records.

CareSync supports integrations with healthcare, pharmacy, payment, eligibility, communications, analytics, and operational systems. Available integrations depend on the third party vendor, API capabilities, security requirements, and the scope of the client implementation.

Yes. CareSync can connect with CRM platforms through available APIs, webhooks, and custom integrations. This can help synchronize lead sources, patient activity, appointment status, attribution data, and operational reporting.

Yes. CareSync provides API capabilities that allow approved systems to exchange data with the platform. API access is governed by security, privacy, implementation, and data use requirements.

Yes. CareSync can be connected to an existing website through branded links, embedded workflows, custom domains, APIs, and other integration methods. The goal is to create a continuous experience from patient acquisition through care delivery.

CareSync requires clients to use PaySync 360 for patient payment processing within the platform. Using a standardized payment infrastructure allows CareSync to support integrated authorization, capture, refunds, saved payment methods, transaction reporting, and encounter based payment workflows. This functionality is made possible via an integration with the NMI Gateway.

Yes. CareSync has supported integrations with dialer systems, call center workflows, intake teams, and patient support operations. Call center users can be given access to the appropriate tools and information based on their role and permissions.

For applicable cash pay services, the patient submits payment information during intake and the transaction is initially authorized. The payment is generally captured after the clinical encounter is completed, helping align payment collection with the delivery of care.

CareSync can authorize the patient’s payment method before the appointment. The charge is not fully captured until the configured payment condition is met, which is typically the completion of the encounter.

Patient subscription and membership functionality is currently available as a standard feature.

Yes. CareSync supports insurance based clinical workflows and allows organizations to export billing information for submission through the claims clearinghouse or billing partner of their choice. CareSync has supported workflows associated with hundreds of thousands of insurance encounters and claims.

Yes. CareSync can verify both medical and pharmacy benefit eligibility. Eligibility results can help organizations confirm coverage, identify patient responsibility, and determine whether a service or medication may require additional action.

Yes. CareSync can return patient specific prescription benefit information, including whether a medication appears to be covered, whether prior authorization may be required, and the estimated patient out of pocket cost. This information helps providers make more informed prescribing decisions before the prescription is sent.

Yes. CareSync includes an organizational hierarchy that allows clients to manage multiple brands, business units, locations, or programs within a single administrative environment. Each brand or division can have its own configuration, users, services, reporting, and patient experience.

An Organization typically represents the primary operating company or client account. Sub Organizations can be used to represent separate brands, locations, service lines, customer groups, marketing channels, or other business divisions. This structure gives clients flexibility in how they organize operations and reporting.

Yes. CareSync provides granular role and permission controls. Administrators can determine which users can access specific modules, records, administrative functions, reports, and patient information.

Yes. Authorized administrators can monitor provider and user activity across the platform. CareSync records relevant events and makes operational and audit data available for performance management, compliance, and support.

Yes. CareSync includes reporting for payments, clinical encounters, provider activity, insurance billing, user access, audit events, operational performance, and other key business functions. Reporting capabilities may vary based on the modules and integrations used by the organization.

Yes. Reports can be exported for additional analysis, reconciliation, compliance review, billing, and operational use. Available formats depend on the report and data set.

CareSync provides patients with a streamlined digital experience from appointment booking through follow up care. Patients can select services, complete intake, upload documentation, provide insurance and payment information, join virtual visits, receive notifications, track prescriptions, and manage their healthcare through a single branded portal.

Yes. CareSync is mobile optimized and can be accessed through modern mobile browsers. Patients can complete most workflows without needing a desktop computer.

No. Patients can access CareSync through their mobile or desktop browser. This reduces friction and allows patients to begin their care journey without installing additional software.

Yes. Patients can securely save multiple payment methods and select one as their default. Saved payment information can be used for future eligible transactions within the platform.

Yes. When supported by the connected pharmacy or fulfillment network, patients can view prescription status, fulfillment progress, delivery updates, and related information through the patient portal.

Yes. Patients can complete required intake forms, upload documents, provide insurance information, and submit payment details before the scheduled appointment. This gives providers more information in advance and helps reduce administrative work during the encounter.

A typical implementation can be completed in approximately one to two weeks, depending on the complexity of the program and the client’s readiness. Organizations that already have provider relationships, compliance approvals, service definitions, and required certifications may be able to launch more quickly.

Onboarding includes contract and business associate agreement execution, account configuration, branding, service setup, user creation, provider onboarding, ePrescribing identity proofing, payment gateway approval, workflow configuration, training, and launch preparation. CareSync tracks the onboarding process and works with the client to establish a go live date.

Yes. CareSync can support data migration from other systems. The scope, format, validation process, and cost depend on the volume and structure of the source data.

Yes. CareSync provides training for administrative, clinical, and operational users. Training is tailored to the workflows, permissions, and responsibilities of each user group.

No specialized technical expertise is required for standard platform use. CareSync is designed for healthcare operators, administrators, providers, and support teams. Technical resources may only be needed for advanced integrations or custom development.

CareSync provides client support through Slack and email. Support includes platform guidance, issue resolution, onboarding assistance, workflow questions, and coordination with technical teams when needed.

Yes. Clients receive account management support to help coordinate onboarding, training, platform use, operational questions, and ongoing growth.

Standard support hours are Monday through Friday from 10:00 a.m. to 6:00 p.m. Eastern Time. Urgent technical issues may be escalated according to severity and applicable support terms.

CareSync follows a regular development and release cycle, with planned updates generally deployed every two weeks. Critical fixes and urgent production issues may be released sooner through targeted hotfixes.

CareSync pricing generally includes three components: a monthly fee for active healthcare providers, a recurring platform subscription, and prepaid encounter credits based on the type of care delivered. Exact pricing depends on the number of providers, services, encounter types, integrations, and implementation requirements.

Yes. CareSync charges an implementation fee based on the size and complexity of the launch. Factors may include the number of providers, brands, services, integrations, workflows, and data migration requirements.

CareSync generally uses a one year agreement. Specific commercial terms are documented in the client contract.

Yes. Encounter fees vary based on the type of service delivered. Pricing may differ for synchronous and asynchronous encounters, as well as cash pay and insurance based workflows.

Yes. CareSync supports a phased implementation approach. Organizations can begin with a focused service line, provider group, or market and expand as patient demand, revenue, and operational capacity grow.

CareSync is designed to support hundreds of active providers and large volumes of concurrent patient and administrative activity. Capacity can scale as the organization expands.

Yes. CareSync allows organizations to launch and manage multiple white label brands from one administrative environment. Each brand can have its own domain, identity, services, users, workflows, pricing, and reporting.

Yes. CareSync is built to support multi state healthcare operations. Expansion remains subject to provider licensure, corporate practice requirements, prescribing rules, and other state specific regulations.

Yes. Organizations can add new services, intake forms, clinical exams, pricing models, provider groups, and operational workflows as their business evolves.

Yes. CareSync supports enterprise organizations with multiple brands, locations, administrators, provider groups, and service lines. Its organizational hierarchy, permissions, reporting, integrations, and white label controls are designed for complex operating environments.

Internal development can provide control, but it also creates significant cost, complexity, and execution risk. Healthcare organizations must account for clinical workflows, security, HIPAA requirements, ePrescribing, identity proofing, payments, scheduling, audit logs, integrations, reporting, maintenance, and ongoing regulatory change. CareSync provides these foundational capabilities within an established platform, allowing the client to invest in the parts of the business that create true differentiation.

CareSync solves the fragmentation problem that many digital healthcare businesses encounter. Instead of combining separate systems for EHR, telehealth, patient intake, scheduling, payments, ePrescribing, pharmacy coordination, insurance eligibility, patient engagement, and reporting, CareSync brings those workflows together within one branded infrastructure. This creates a more consistent patient experience, simplifies administration, and reduces operational dependence on multiple vendors.

CareSync is best suited for organizations that want to launch or scale branded healthcare services without building the underlying technology themselves. Typical clients include digital health companies, pharmacies, provider groups, telehealth startups, healthcare marketing organizations, employer health programs, pharmacy networks, and entrepreneurs developing direct to consumer clinical brands.

Yes. CareSync offers personalized demonstrations based on the organization’s business model, clinical services, provider structure, and growth plans.

Most clients can begin implementation immediately after contracting and may be able to launch within one to two weeks. The timeline depends on provider readiness, payment approval, branding, service configuration, certifications, and integration requirements.

The onboarding process begins with contract and business associate agreement execution. CareSync then configures the client account, branding, services, users, provider workflows, ePrescribing access, payment infrastructure, and administrative settings. Providers complete profile setup and required identity proofing, users receive training, and the client works with CareSync to establish a go live date.

After the agreement is signed, CareSync begins the onboarding process. Your team is guided through account configuration, branding, provider setup, payment approval, training, testing, credit purchase, and launch preparation.

Yes. CareSync demonstrations and discovery calls are tailored to the client’s business model, patient population, clinical services, provider network, pharmacy relationships, and technical requirements.

You can get started by scheduling a CareSync demonstration through the CareSync website. During the meeting, the team will review your business model, recommended platform configuration, implementation requirements, timeline, and pricing.