Clark Street On Call

Clark Street On Call is the iPhone app for on-call providers. When a patient leaves an urgent message with your after-hours agent, the app alerts you immediately, gives you the full context of the call, and lets you call the patient back from your practice’s number — all without exposing your personal cell. You can also view the on-call schedule and put someone on temporary coverage from the app.

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Getting the app

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How calls come in

When the agent takes an urgent call for your practice, everyone on call receives a push notification within seconds of the call ending. Alerts are delivered as Time Sensitive notifications, so they break through silent mode and most Focus settings — no Do Not Disturb configuration required. Notifications never contain patient information; details stay in the app behind your sign-in. Tap the notification to open the call, or open the app to see the full list. My Calls shows calls routed to you; All Calls shows everything for the practice. You can search by name, number, summary, or transcript, and flip on Show handled to include calls a provider has already closed out.

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Reviewing a call

Each call opens with everything you need before you pick up the phone: the patient’s name, callback number, date of birth, the reason for the call, a written summary, the full recording, and a complete transcript. When a call is resolved, tap Mark as handled so the rest of the team knows it’s covered — handled state is shared across the practice.

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Calling patients back

Tap Call back on any call and choose the number the patient sees:

• Your practice number — the call is placed through your practice line, so the patient sees the number they already know and your personal cell stays private. This is the default.
• Your number — the app hands off to the iPhone dialer and the call goes out on your own line.

The Dial tab works the same way for new outbound calls: enter any number, pick your caller ID, and call. Callbacks are logged on the call’s activity timeline, so the team can see who called back and when.

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On-call schedule

Open On call from the home screen (or Settings → On call) to see who is covering right now and what’s coming up. The top of the screen shows On call now; below that, coverage is grouped by day. Scroll to load more of the schedule.

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Temporary coverage changes

When someone needs to take over for a few hours — or hand off early — tap Change on call. You’ll pick:

1. Who is going on call
2. Which coverage (if your practice has more than one routing bucket)
3. How long — presets like 1–12 hours, until tomorrow morning at 8 AM, or custom start and end times

This creates an override. The standing rotation is not deleted; the override just takes priority for that window. When it ends (or you end it early), coverage returns to the regular schedule. If another override already covers the same window, the app asks you to Replace it so only one person is on call for that coverage at a time. To end an active override early, tap it in the list or in On call now, then confirm End override.

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Notification settings

Urgent call alerts can be turned on or off per device under Settings → Urgent call alerts in the app. If alerts are off at the iOS level, the app will point you to system settings to re-enable them. Email and SMS notifications configured for your practice continue to work independently of the app — see Clinical Call Notifications.

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Questions?

If you can’t sign in or alerts aren’t arriving, email support@clarkstreethealth.com and we’ll get you sorted. The App Store listing is here.