iCareManager FAQs: Everything You Need to Know About Our EHR Platform

Find quick answers to the most common questions about iCM’s features, support, integrations, and more.

What is iCareManager?

iCareManager is a cloud-based EHR and service management platform built specifically for IDD providers and human services organizations. It centralizes person-centered planning, service documentation, medication management, goal tracking, and compliance reporting in one system helping agencies reduce administrative burden and coordinate individualized support at scale.

What is the best EHR for IDD providers?

The best EHR for IDD providers is purpose-built for disability services rather than adapted from general healthcare systems. It should support person-centered planning, compliance reporting, and service documentation. iCareManager is specifically designed for IDD workflows and regulatory requirements.

What types of organizations benefit from iCareManager?

iCareManager is designed for a wide range of human services organizations, including IDD service providers offering residential, day programs, and supported living, as well as assisted living communities and intermediate care facilities (ICFs). Case management agencies also benefit from its capabilities. Overall, any organization managing individualized service plans and compliance requirements can improve efficiency and coordination with iCareManager.

Why is a specialized EHR important for IDD service providers?

A specialized EHR is important because IDD providers require unique workflows such as person-centered planning, long-term goal tracking, and compliance with Medicaid and state regulations. Generic medical EHRs often do not support these requirements effectively.

What are the benefits of using a unified EHR platform in human services?

A unified EHR platform consolidates all service-related data into one system, improving visibility, reducing errors, and enhancing team collaboration. It eliminates fragmented tools and ensures consistent documentation across the organization.

What features should IDD providers look for in an EHR system?

IDD providers should prioritize EHR systems that support person-centered planning and goal tracking, along with robust medication management tools. Effective platforms also include compliance and audit reporting, streamlined service documentation, and progress tracking. Additionally, secure, role-based access with HIPAA-compliant controls is essential to protect sensitive data while ensuring authorized staff can efficiently manage and deliver services.

How can EHR software improve operational efficiency in human services organizations?

EHR software improves operational efficiency by reducing duplicate data entry, automating documentation workflows, and providing real-time visibility into service delivery. This allows staff to spend less time on paperwork and more time delivering direct support.

How does cloud-based EHR software improve access to service data?

Cloud-based EHR software allows authorized staff to securely access and update records from any device. This enables real-time documentation, better coordination across locations, and up-to-date information at the point of service.

Do you integrate with other systems?

Yes. iCM offers robust API capabilities and integrations with third-party systems such as pharmacy portals, billing systems, and EVV providers.

Do you provide training?

Yes. We provide full staff training during implementation, tailored to your team’s roles, and ongoing support as needed. You’ll also receive access to online training materials for ongoing and future training needs.

What is the on-boarding process?

The implementation process typically follows these steps:

How often do you release updates?

We release regular updates based on customer feedback and regulatory changes. Updates are automatically applied without disruption to your system.

Is the system mobile-friendly?

Absolutely. The platform is fully responsive and works on desktops, tablets, and smartphones (iOS and Android).

What are the technical requirements for using the system?

iCM is a cloud-based system requiring only a browser and an internet connection. The system is highly responsive to mobile and tablet devices and can be used on any platform including Windows, iOS, and Android.

Will we get a free trial period to test the system out?

We can provide you with a demo account so you can explore iCM on your own. Once a contract is signed, we'll create your account and we'll begin working with your agency on getting started.

Can we get customizations done?

iCM is customizable and the team behind iCM actively and routinely works with all clients for the implementation of custom features. Types of customizations include additions to ADLs for tracking goals and outcomes of the people you support.

Is the system able to integrate with pharmacies?

Yes, iCM integrates with your pharmacy's system for placing and tracking orders.

System Usage

What control does the system provide for accessibility and access according to our team's hierarchy & roles?

System admins can set up roles and permissions and also decide who can perform certain functions through iCM.

Does the system have any downtime? How is it managed?

Our clients are notified via email in advance of any planned downtime for system maintenance. This is typically scheduled during overnight hours when there are less active users.

How often is the software updated?

iCM team takes pride in constantly updating the system and its features, based on client feedback and State and Industry regulations. As a result, the software is updated frequently with new or improved features, enhanced front-end interface for better user experience and with the latest technology.

Our staff are not tech-savvy. How will this affect the usage of the system?

iCM has an easy-to-use interface so that staff can spend more time with the people they support.

How fast does customer support respond?

Technical & Customer Support via phone is available Monday through Friday 8 am – 6 pm EST. However, the helpdesk is available 24 hours a day via email and customer ticketing system. We respond to all requests and questions promptly and no later than 4 hours from the receipt of the ticket.

Will I lose control by not having paper-based records for everything?

Not at all! You will have more visibility into the day-to-day operations and compliance.

System Security and HIPAA and SOC2 Type II Certification

Is the system secure?

Yes. The system is fully HIPAA certified and SOC-2 certified, ensuring compliance and the highest level of data security.

Is the system customizable according to our State's regulations?

System admins can set up roles and permissions and also decide who can perform certain functions through iCM.

Does the system have any downtime? How is it managed?

iCM is highly customizable. We have a process for reviewing and prioritizing requests for customizations and would be happy to review any needs you may have.

Is the system HIPAA compliant?

Yes, iCM is 100% HIPAA Compliant.

Is the system compliant with our State regulations?

Each state is different and we strive to provide a solution to document services that your agency is accountable for. If there is something that is needed, just ask!

Can the state surveys be completed in the system?

Yes, state surveys can be completed in iCM as needed. You can provide them temporary logins and provide access to requested clients or staff to complete a survey.

Cost

What does the system cost?

Pricing is based only on the number of active individuals in the system. You’ll get unlimited users, facilities, and programs at no extra cost. No hidden fees, no surprises.

What happens if we need additional modules in the future?

Since you get the full system from the start, all modules are already available to you. You can choose when and how to roll them out to your team.

Is there an additional cost for each module?

Most modules are included in the cost, however, there may be an additional fee associated with certain modules. We will gladly discuss this with you upfront.

What happens to our data if we decide to leave?

Your data belongs to you. We provide full data export capabilities to ensure you can access your information at any time.

What is the cost of training and implementation?

All trainings are included as part of the monthly package at no additional cost to you.

What does the monthly fee cover?

In addition to access to all of the system's modules and features, the monthly subscription fee also covers the following:

1. The entire onboarding process
2. Integration with pharmacy systems as needed
3. Initial and on-going training
4. Data Import
5. Unlimited Technical Support