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

Implementation and Onboarding

Is the system configurable?

Yes. The system is fully configurable. We walk you through the entire setup process during implementation, including configuring your account. You’ll be assigned a dedicated implementation specialist who will configure the system with you. The platform is also customizable for unique needs, though customization may involve additional costs.

Do we get a dedicated implementation specialist or a team?

You’ll be assigned a dedicated System Implementation Specialist who will guide you through every step of the process and ensure a smooth and successful implementation.

How long does implementation take?

Full implementation usually takes 6 to 9 months, depending on your organization’s size, priorities, and how quickly information is provided for setup.

How do we select a “Go Live” date?

During the kickoff meeting, we work with you to map out the implementation plan, align with your priorities, and set a realistic Go Live date based on your organization’s readiness, modules in scope, and staff training timelines.

Is the system modular, or do we get the entire platform?

You get the entire system for one flat monthly fee. Unlike other companies that charge separately per module, iCM gives you everything included.

What is the Implementation Process?

After we develop your custom rollout plan we will meet weekly with your implementation team to complete setup tasks and keep your agency on track to go-live.

How are trainings done and how long do they take?

iCM provides free training as part of our on-boarding and implementation process. Remote trainings and/or face-to-face trainings can be scheduled as needed once the on-boarding and implementation is completed. In addition to training, iCM gives unlimited access to materials and resources.

What type of support do you offer after Go Live?

We offer ongoing customer support via phone, email, and our ticketing system. Our support team is dedicated to resolving issues quickly and helping you maximize the system.

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

Got QuestionsWe've Got You.

Implementation and Onboarding

System Usage

System Security and HIPAA and SOC2 Type II Certification

Cost

Dive Deeper into The iCareManager EHR System

Got Questions
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Dive Deeper into The iCareManager EHR System