Use custom fields in GoHighLevel for single values, such as the insurance carrier, the last cleaning date, and the recall interval, and use custom object records for pending treatment, because a patient can have several items waiting. The bottom line: the practice management system stays the record of truth, and the CRM holds what it needs to remind and follow up.
What goes where
| Data | Where | Why |
|---|---|---|
| Insurance carrier name, or a category | Custom field on the contact | Chooses wording and flags plan year timing |
| Plan year end month | Custom field, if known | Drives the fall benefits reminder |
| Last cleaning date and recall interval | Two custom fields | Drives recall reminders |
| Next recall due | Date field | Feeds the Custom Date Reminder trigger |
| Each pending treatment item: type, tooth area if needed, value, status, date presented | Custom object record associated to the contact | A patient can have several |
| Member ID, claims, remaining benefits | Practice system only | Sensitive, and not needed for reminders |
GoHighLevel's help pages describe custom fields on contacts and opportunities, and custom objects with associations, which suit repeating records such as treatment items. Confirm the field and object setup in your account.
Why the plan year field matters
The ADA's MouthHealthy site says many dental plans have a December 31 deadline and unused benefits do not roll over for most plans, though some plans end at different times. NADP data cited there says only 2.8 percent of PPO participants reach their annual maximum, and a CareQuest Institute report finds the share who reach it varies by plan type and age. A plan year end field lets the fall reminder go to patients whose plans reset on December 31, without telling others something that does not apply.
GoHighLevel's help portal says accounts are not HIPAA compliant by default, and that HIPAA Compliance is a paid upgrade, $297 a month as an account wide add on, that must be enabled for the agency and then configured for the sub accounts that need it. Third party guides add that the add on provides a business associate agreement, encryption, audit logging, and multi factor authentication, that the practice also needs its own agreement with the agency, and that GoHighLevel itself recommends avoiding protected health information in SMS and email even with the add on. Whether the AI features are covered by the agreement is a question to put to HighLevel in writing before any patient data reaches them.
Build it in GoHighLevel
- Create the contact fields in the table, using lists where possible.
- Create a custom object called Treatment item with fields for Type, Value, Status, and Date presented, and associate it with contacts.
- Import the data from the practice system on a schedule, by CSV or an integration, and decide which system wins if they disagree.
- Use the last cleaning date and interval to compute Next recall due with a Math Operation action.
- Use the Treatment item records in the follow up pipeline described in our treatment plan guide.
- Set user permissions so only the front desk, coordinator, and manager can see the treatment value.
What goes wrong when the data is stale
| Stale field | What happens |
|---|---|
| Last cleaning date | A patient who came in last week gets an overdue reminder |
| Recall interval | A low risk patient is told they are late when they are not |
| Plan year end month | The fall benefits reminder goes to a patient whose plan does not reset in December |
| Pending treatment status | A patient who finished a crown is asked to schedule it |
Every reminder tool depends on its inputs. The remedy is a schedule and an owner: decide how often the practice system exports to the CRM, who checks the first run against the chart, and what happens when the two disagree. A common rule is that the practice system wins, and the CRM is corrected on the next import.
Worked example
For example, a practice with 3,000 active patients and an average of 0.4 pending treatment items each has 1,200 Treatment item records (3,000 times 0.4). Each record has its own status and follow up, which a single field on the contact cannot hold.
Mistakes to avoid
- Putting member IDs in the CRM. Keep them in the practice system.
- One field for all pending treatment. Use records.
- No import schedule. The data goes stale.
- Everyone can see treatment values. Limit by role.
How this was handled before
Dental software held insurance, recall, and treatment plans, and marketing tools held none of it. Bringing a few fields into the CRM lets reminders use them, and the privacy rules decide how few fields are enough.
What to measure after launch
Track patients with a recall interval, patients with a next recall date, treatment records, and mismatches with the practice system. Audit a sample against the chart each quarter.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Have the privacy officer approve the field list and access roles. This is general information, not legal advice.
Questions people ask
Where do repeating items go?
In custom object records associated with the contact, which GoHighLevel's help pages describe.
Should member IDs be stored?
Keep them in the practice system. The CRM needs a carrier name or category.
Do dental benefits reset on a calendar year?
Many plans do, with a December 31 deadline, though some end at other times.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.