Dialer FAQ

 

Interest in Dialer Video? See the FAQ dedicated to that feature. 

General Questions & Getting Setup 

Care Teams Questions

Feature Enablement and Usability Questions

Troubleshooting Questions

General & Getting Setup

What does Doximity Dialer do and where can I download it?

Doximity Dialer is a feature on Doximity’s mobile application (iOS and Android) that allows you to call patients using your cell phone, while displaying any phone number of your choice on the patient's caller ID. 

You can download Doximity Dialer, found on the Doximity app, here.

Recently, we’ve added additional features to Dialer, including:

  • Straight to Voicemail, which allows you to reach your patient’s voicemail and leave a message with a callback number.
  • Video calling to practice telemedicine with your patients.

How much does Doximity Dialer cost?

Doximity Dialer is currently free for qualifying clinicians. When you use Doximity Dialer, your phone will place a call to our servers using your cellular connection. Like with all phone calls, your carrier usage fees will apply as applicable.

Is Doximity Dialer HIPAA secure?

Doximity was created to simplify and support the work of healthcare providers. Our platform is secure, facilitating encrypted, HIPAA-compliant communications with patients.

Doximity maintains the security and privacy requirements of the healthcare industry: 

  • Requires ongoing HIPAA training for all staff and contractors
  • Conducts a risk analysis and access verification quarterly
  • Includes a Business Associate Agreement with each member 
  • Has a Privacy and Security officer
  • Offers communication tools only available to healthcare professionals for clinical and patient care purposes
  • Requires identity verification upon registration. Please see Doximity Terms of Service for more information 
  • Utilizes member authentication that adheres to oAuth 2 standards along with MFA

Who can use Doximity Dialer?

Dialer has traditionally been used by MDs, DOs, NPs, PAs, medical students and PharmDs. However, Doximity has expanded access to Dialer to all healthcare professionals so they may practice effective and safe communication during the COVID-19 outbreak. 

Healthcare professionals that are not MDs, DOs, NPs, PAs, medical students and PharmDs must join a physician’s care team to activate and use Dialer.

I downloaded the Doximity app, but I don’t see the Dialer feature or icon on my phone. Why?

If you are a MD, DO, NP, PA, medical student, or PharmD, please get verified in order to activate Dialer. Once verified, the Dialer icon should appear and the feature will be activated. If you are still not seeing the icon, please log out of the app and log back in.

For all other healthcare professionals, in order to activate Dialer you must first (1) get verified, and then (2) join a physician's care team. Once you've completed both actions, you'll see the Dialer icon and be able to use the Dialer feature.

I need to get verified in order to use Dialer. How do I get verified?

To protect our members from unwanted contact, we verify all of our users to make sure they are U.S. practicing healthcare professionals.

To get verified, you must do one of the following:

  • Send us an email (support@doximity.com) from your medical email address (e.g. you@ucsf.edu)
  • Send a photo (support@doximity.com) of your professional license, medical ID, or hospital badge
  • Note: We cannot take a screenshot or other documentation from a publicly available source

Once submitted, your status will be updated within 3 business days.

If you still have questions on verification,  please contact support@doximity.com.

Is Dialer available for the iPad?

Yes! Dialer video is available on iPad. To get started, make sure your Doximity iPad app is updated to the latest version and follow the same steps as you would if you were placing a video call on the mobile app. 

Can I make international calls with Doximity?

Dialer in the Doximity app only supports calls to and from U.S. phone numbers.

Will patients ever be able to see my phone number? 

No, they’ll only see the Call From phone number you’ve selected on the caller ID section located on the top of the Dialer screen. Your own mobile number will not be displayed to the recipients.

Can I view a history/log of the calls I’ve made to patients? 

Yes, you can. On the main Dialer screen, there is a clock icon titled “Recents” placed on the right of the number “0”. Clicking this icon will give you access to your call log and the time duration of each call. 

Can patients see the nickname(s) I give to my phone numbers?

No, these nicknames are only for internal use. They will not be displayed to the recipients of your call - only the phone number will.

Does Dialer support calls over WiFi?

Calls made through Dialer in the Doximity app use your phone's default call app. If you have separately setup your phone to allow calls over wifi, such as is available on the iPhone on Verizon, AT&T and others, WiFi calling work as it does with any call placed with your default phone app. Please note that any normal roaming or other charges will apply as if you were placing a normal voice call.

Does the Doximity app use my data connection for phone calls? 

No, Dialer in the Doximity app places calls using your phone’s cellular connection. You must have a cellular signal in order to use the app.

How Do I Know if my Doximity App is up to date?

If you have an iPhone:

  • Tap this link to the Doximity app in the App Store on your phone
  • Tap Update
  • If this doesn't work please delete and reinstall your Doximity App
  • If you do not see the update button or are unable to update for any reason, please reach out to support@doximity.com 

dox-updatedoximity-4_10_20.jpg

If you have an Android phone:

  • Tap this link to the Doximity app in the Play Store on your phone
  • Tap Update
  • If you do not see the update button or are unable to update for any reason, please reach out to support@doximity.com

Care Teams

As a physician, how do I add people to my care team?

If you're a physician that wants to add healthcare professionals to your care team, please follow these instructions.

I’m a healthcare professional that isn’t an MD, DO, NP, PA, medical student, or PharmD. How can I join a physician’s care team?

If you're a healthcare professional that would like to join a physician's care team, please follow these instructions. You can also follow this video tutorial.

Is there a maximum number of people allowed per care team?

Physicians who are verified and registered on Doximity can invite up to 20 members to their care team.

Feature Enablement and Usability Questions

How can I add my office number on Dialer so it appears on my patients’ caller ID when I call them?

  • Make sure you are on the Dialer home screen by clicking the phone call icon on the bottom
  • Then click the cogwheel icon titled “Settings” that’s placed to the left of the number “0” on the main Dialer screen
  • Make sure that “This Device Number” is your actual personal cell phone number. This number will never be displayed as your caller ID, so please do not worry
  • Then, click “Edit” on the “MY CALLER IDS” section, which will enable edit mode
  • Click the pencil icon and add your office number, which is the number you would like displayed on your patient’s caller ID

How do I use the Straight to Voicemail feature?

To learn how to use the Straight to Voicemail feature on Dialer, please follow the instructions here.

How do I place calls with Doximity Dialer in the Epic Haiku app?

If you have an iPhone:

  • Install and log into the Doximity app
  • Install and log into Epic Haiku
  • Tap on the main Settings icon on your iPhone
  • Scroll down and tap on Haiku settings
  • Scroll down and select Doximity under Place Calls Using
  • Open a patient's chart on Haiku
  • Tap on the patient's phone number and Doximity will launch

If you have an Android phone:

  • Install and log into the Doximity app
  • Install and log into Epic Haiku
  • Open a patient's chart on Haiku
  • Tap on the patient's phone number and select Doximity to place the call

How can I make conference calls using Dialer?

To make conference calls using Dialer, please follow these instructions

Troubleshooting Questions

Why can't I call out the same number that's listed as the Caller ID?

 Users cannot call a number that they have as their Caller ID. You will receive the following error message 'Making calls to and from the same number are not supported'.

When I call out using Dialer, the number that appears on my phone is a completely different number that starts with a 415 area code. Why?

Dialer calls utilize a Doximity relay phone line, which we then route to call your patient. The (415) XXX-XXXX number is the number of that relay line. Don't worry, you will still be calling the original phone number you dialed.

How can patients call my cell without having my number?

Doximity Dialer is used only to make outbound calls, not receive inbound calls. It will allow you to replicate your office line on your cell phone, so when you make an outbound call to your patient, your office caller ID will appear on their phone.

If your patient calls your office phone number, your cell phone will not receive the call, your actual office phone will. The Dialer feature is not a call forwarding feature.

After I added my office line and called my patient using Dialer, it’s [still not showing the name of my hospital/showing up as unknown] on my patient’s phone. Why?

The name associated with each number on caller ID is registered by that person’s phone carrier (ex: Verizon, AT&T, Sprint, etc.). Doximity does not have control over this. 

Doximity Dialer is able to display your office line’s number, and whatever name is associated with that office line’s number (registered by your phone carrier), on your patient’s caller ID. Please contact your phone carrier if you would like the name associated with your phone number to change.

When I was setting up my account, I accidentally put in my personal cell phone number as my office number, and now I keep getting a “We are unable to complete your call" message. Is there a way I can edit or reset this so I can put in the right information?

The purpose of Dialer is to mask your personal cell phone number, so when you call your patients they see your office line on their caller ID. As such, you cannot include your personal cell phone number as your office number to use the Dialer tool.

In order to fix your number:

  • Please click the cogwheel icon titled “Settings” that are placed to the left of the number “0” on the main Dialer screen
  • First, make sure that “This Device Number” is your actual personal cell phone number. This number will never be displayed as your caller ID, so please do not worry
  • Then, click “Edit” on the “MY CALLER IDS” section, which will enable edit mode
  • Click the pencil icon and add your office number, which is the number you would like displayed on your patient’s caller ID

Why am I hearing “All circuits are busy”?

If “All Circuits are busy” it means your cell phone provider is unable to connect calls at the moment. It is not because of other users on Doximity Dialer at the same time. After masking your cell phone number, Doximity is no longer involved. When you call your patient using Dialer in the Doximity app, the call is transferred to your mobile phone carrier. Your phone carrier then contacts your patient’s phone carrier. We apologize for this inconvenience and suggest you try calling the patient outside peak hours

I've tried making a call, but I keep seeing a message that says to remove my caller ID block. How do I set my caller ID setting so my number is not private/blocked?

On most phones, you can find this option by following the steps below. If these steps do not work for you, you will need to contact your phone carrier.

If you have an iPhone:

  • Open your iPhone Settings
  • Tap Phone
  • Tap Show My Caller ID
  • Set Show My Caller ID to ON

If you have an Android Phone:

  • Open the standard Phone App on your phone
  • Open the menu by tapping More (3-dots icon) in the top right corner of the screen
  • Tap Settings from the menu that appears
  • Tap Calls
  • Tap Additional Settings
  • Tap on Caller ID
  • Select Show number

 

[Last Updated 09/28/2020]


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