Help & Support
Frequently asked questions
Everything you need to know before you get started.
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- How does the free plan work?
- The free plan gives you everything you need to run a small practice — full scheduling, a patient-facing booking portal, and role-based access for up to 100 patients and 3 staff members. No credit card required. No expiration. It's free for as long as you need it. As you grow, upgrade to one of our paid plans (Solo, Starter, Group, Practice, or Enterprise) to unlock more patients, staff seats, and advanced features like custom appointment types, Google Calendar sync, and advanced reporting. You can switch plans at any time — upgrade, downgrade, or cancel, all from your dashboard.
- How quickly can I get my practice set up?
- Most practices are up and running in under 10 minutes. Simply sign up, verify your email, add your practice name, create your providers, define your appointment types, and set their weekly availability. Genkō is designed for speed — no complex configuration, no IT involvement needed. Your patient portal is automatically created and ready to share. For practices migrating from another system, we recommend having your current schedule and patient list handy, but you can add those gradually after setup.
- Can I manage multiple organizations from one account?
- Yes — starting on the Group plan. Each organization is fully independent with its own patient records, provider schedules, staff team, billing, and patient portal URL. You switch between organizations instantly from a single login — no separate accounts, no logging out. The Group plan ($89/mo) supports up to 3 organizations, Practice ($199/mo) supports up to 10, and Enterprise is unlimited. Free, Solo, and Starter plans are designed for single-organization practices.
- How does Genkō prevent double-bookings?
- Every provider has a configurable weekly availability schedule (e.g., Dr. Martinez sees patients Mondays 9 AM–5 PM, Wednesdays 10 AM–3 PM, etc.). Whenever an appointment is booked—whether by a staff member on behalf of the patient or by the patient directly through the portal—Genkō runs a real-time conflict check. If that provider already has an appointment during the requested time, the new booking is immediately rejected with a clear message. This happens synchronously, so there's zero latency and zero chance of overselling. Providers can also set buffer times between appointments if needed.
- Can patients book and manage their own appointments?
- Yes. Every practice gets a dedicated patient portal. Patients can log in to view their upcoming and past appointments, reschedule existing bookings, cancel with automatic staff notification, update their contact information, review provider bios and credentials, and book new appointments directly with available providers. The portal is fully branded with your practice logo and colors, and patients never need to call your front desk for routine scheduling tasks. Staff can still book appointments on behalf of patients who prefer that level of support.
- Is our patient data safe and HIPAA-compliant?
- Genkō is built on HIPAA-ready infrastructure. All patient data—names, contact info, medical history notes, appointment records—is encrypted in transit (TLS/SSL) and at rest using AES-256 encryption. Each organization's records are fully isolated at the database level, so one practice can never see another's patient information. We use role-based access control (patients see only their own data, staff see their assigned patients, owners see everything). We maintain audit logs of all data access and changes, conduct regular security assessments, and follow NIST Cybersecurity Framework guidelines. We work closely with covered entities, business associates, and their legal teams on compliance roadmaps.
- Do you provide a Business Associate Agreement (BAA)?
- Yes. A Business Associate Agreement is available upon request for any practice that handles Protected Health Information (PHI) under HIPAA. Email hello@getgenko.com with your organization name and we'll send you the signed BAA within 1–2 business days. The BAA covers all standard requirements including permitted uses, data breach notification obligations, and data security commitments. If your organization or legal counsel has special terms or requirements, we're happy to discuss those as well.
- What payment methods do you accept?
- Genkō uses Stripe for all billing, which supports all major credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club, etc.). Subscription charges are automatic and recur monthly or yearly depending on your plan selection. You have full control over your billing method and can update, add, or remove payment methods at any time from Settings → Billing inside your dashboard. Invoices are automatically emailed to your registered billing email address, and you can download them for your records. For annual billing, you save 2 months compared to monthly — e.g., the Starter plan is $49/month or $490/year.
- Can I cancel or switch plans at any time?
- Absolutely. There are no long-term contracts, no lock-in periods, and no cancellation fees. You can upgrade, downgrade, or cancel at any time from Settings → Billing in your dashboard — changes take effect immediately on the next billing cycle. If you cancel mid-cycle, you keep full access through the end of your current billing period and we do not prorate refunds. If you upgrade mid-cycle, we prorate the difference and charge the upgrade amount immediately.
- What do the AI and analytics features actually do?
- Analytics (Group+) gives you a real-time dashboard tracking no-show rates, completion rates, appointment volume by provider and appointment type, and new patient growth — across any date range, with one-click export to CSV or Excel. On the AI side: WhatsApp messaging (Group+) lets you send automated confirmations and reminders; WhatsApp AI scheduling (Practice+) goes further — patients initiate, reschedule, or cancel bookings in a fully autonomous conversation. The dashboard AI assistant (Practice+) answers natural-language questions about your schedule and patient data without leaving the app. The MCP API (Group+) exposes 14 read/write tools so Claude, GPT, or any custom agent can interact directly with your practice data using scoped API keys, per-key rate limiting, and a full audit log.
- Can I import my existing patient records?
- Bulk patient import is on our product roadmap and coming soon. For now, patients can be added individually through the dashboard (takes seconds per patient, auto-saves contact info), or they can self-register through the patient portal (first-name, email, phone, date of birth). If you have a large dataset to migrate, reach out to hello@getgenko.com and we can discuss options — our team may be able to assist with CSV imports on a case-by-case basis.
- Does Genkō integrate with Google Calendar, HubSpot, WhatsApp, or AI agents?
- Yes — several integrations are live today. Google Calendar syncs your appointments automatically (available on all paid plans). HubSpot CRM sync creates and updates Contacts from your patient records and logs appointment events — available on Starter and above. WhatsApp integration lets you send confirmations and reminders, and on the Practice plan the AI scheduler handles the full booking conversation autonomously. The MCP API (Group+) lets Claude, GPT, or any custom agent read and write your practice data using structured tools with scoped API keys. More integrations are on the roadmap — email hello@getgenko.com if you need something specific.
- How does billing work if I have multiple organizations?
- Each organization has its own independent subscription — you choose the right plan for each based on its patient and staff headcount. For example, a busy main practice might run on the Practice plan while a smaller satellite location stays on Starter. Billing for each organization is separate, so you're only paying for what each one actually needs. To add a second organization, your account must be on the Group plan or higher. You can add new organizations directly from the organization switcher in your dashboard.
- What happens to my data if I cancel or close my practice?
- When you delete your account, your credentials, auth identity, and organization memberships are permanently removed. Medical records — patients, appointments, and clinical data — are retained in accordance with HIPAA requirements, which mandate a minimum retention period of 6 years. This means your practice's healthcare data is never lost due to a staff change or account closure; it remains available for compliance and audit purposes. You can export all your data as CSV at any time from the dashboard before closing your account.
- What is Genkō AgentOps?
- Genkō AgentOps is a separate, enterprise-grade platform built for healthcare organizations, system integrators, and AI teams. It's an MCP-native (Model Context Protocol) infrastructure layer that enables autonomous agents to manage practice operations at scale — real-time insurance eligibility verification, intelligent appointment automation, conditional workflow orchestration, and multi-clinic governance with aggregated analytics. It's plan-gated: free tier offers read-only tools for appointment and provider data; starter unlocks booking automation and patient reminders; pro adds eligibility checking and schedule management; enterprise provides bulk operations and configurable agent workflows with trigger-based automation. Designed for practices with multiple locations, hospital systems, or development teams building agent-native healthcare solutions. Visit mcp.getgenko.com
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