Troubleshooting
Why can't Sera find a patient?
Usually an import still running, details that don't match, or a PHI gate.
Quick answer
If you are Integrated and the first import is still running, the patient may not have reached Sera yet. Otherwise the caller's details did not match the record, or patient detail is blocked because your BAA is not executed.
Steps
- Check your Open Dental connection status — importing means the first import is still running.
- Confirm patient data is syncing (see "Why is Open Dental not syncing?").
- Check the caller's phone number and name spelling against the record.
- Confirm your BAA is executed in Security & Agreements.