Frequently Asked Questions About In Touch Billing Software
1. WHICH AUDIENCES DO YOU SERVE AND HOW ARE YOU DIFFERENT FROM OTHER EMR COMPANIES?
We work with private practice owners in the rehab, speech therapy and mental health community.
We are more than an EMR company and practice management solution. We are led by private practice owners who have helped thousands of private practices increase revenue with efficient marketing, documentation, billing and coding since 2007.
Our executive team understands your practice needs a lot more than an EMR. We solve a deeper, more fundamental need. You can click here to learn more about our team, before you schedule my demo.
We simplify and automate the before, during and after practice workflow with a patent-pending workflow. You’ll document quickly, bill immediately to get paid faster, use text/voice appointment reminders to reduce cancellations, emailed newsletters, automated follow up mechanisms and referral generation techniques to increase referrals from patients, physicians and the community.
You’ll grow your practice with In Touch EMR.
We streamline the before, during and after component of the practice workflow. From the moment the patient steps into your clinic to the generation of the final statement, we automate the following things for your clinic:
THE “BEFORE” PRACTICE WORKFLOW (front desk automation)
- Online eligibility verification
- Automatic appointment reminders
- Automatic emailed newsletters
- Streamlined patients intake (iPad app)
- Authorization tracking and alerts
- Physician certification period tracking and alerts
- Progress note tracking and alerts
THE “DURING” PRACTICE WORKFLOW (documentation automation)
- Medicare compliance
- Point and click template creation
- Unlimited faxing
- Medical records upload
- Incomplete notes tracking
- Functional Limitation G codes and PQRS reporting/alerts
- Claims automatically submitted to the billing software
THE “AFTER” PRACTICE WORKFLOW (billing automation)
- Complete billing software and clearing house integration like you’ve never seen before
- Automatic claim scrubbing
- Flexibility for biller to review/edit/update claims prior to payer submission
- Auto-posting of ERAs
- Tracking patient payments (co-pays, deductibles) and patient receipt printing
- Shifting crossover balance to secondary with one click
- Automatic batching of claims
- Streamlined denial management
- 100+ reports, completely customizable
Bottom line – By automating a significant number of things in the before, during and after practice workflow, we help you grow your practice by cutting costs and boosting staff efficiency.
2. DO YOU HAVE TRAINING MATERIALS THAT WILL ALLOW MY STAFF TO BE UP AND RUNNING QUICKLY?
Yes. As soon as you come onboard, you’ll get access to a self-paced, video training program for clinicians, so they can master In Touch EMR within two hours.
You’ll also get access to a self-paced, video training program for your biller, so he or she can master the billing software within three hours.
Billers and clinicians have been able to master the use of In Touch EMR and In Touch Biller Pro in one afternoon.
3. WHAT IS INCLUDED WITH EACH SOFTWARE LICENSE?
All plans come with a self-paced video training program on how to get up and running, custom documentation template builder, iPad app one touch document import, Instant IntakeTM iPad app, unlimited contact manager and phone support.
All plans also include unlimited faxing and emailing.
4. WHAT ARE MY PAYMENT OPTIONS?
We accept Visa, MasterCard and Discover cards. There is an enrollment fee from the clearing house to get you set up with your payers electronically for claim and ERA submissions.
This enrollment fee can be waived if you pay by bank EFT instead of credit card. For more questions, please click here to contact one of the customer support superstars at In Touch EMR.
We are fanatical about customer support and you’ll see why when you reach out to us. We can’t wait to hear from you. We look forward to hearing from everyone, whether you are a customer or not!
5. DO I HAVE TO INSTALL IN TOUCH EMR ON ALL MY COMPUTERS?
The good news is – no installation is required. As long as you have an Internet browser (e.g. Internet Explorer, Firefox, Chrome, Safari etc). In Touch EMR will run and no installation process is required. We recommend Firefox or Chrome as your browser with In Touch EMR. In Touch EMR is ready to use from any computer or any iPad.
In Touch Biller Pro, which is the scheduling and billing software, is best used on a PC or Mac with Firefox or Chrome.
6. WHAT IF I HAVE ONE CLINICIAN, ONE FRONT DESK PERSON AND ONE ASSISTANT/AID IN MY CLINIC - HOW MUCH DOES THAT COST ME?
Here’s the good news. You’ll only pay for the licensed clinician. You will NOT pay a fee for your front desk and assistant since neither of them are licensed professionals.
The use of the calendar and Medicare compliance modules is included at no extra cost.
Unlike other products, you simply pay for the number of licensed clinicians who use the system. Everyone else gets a FREE username and password.
This is where the cost difference between us and our competitors starts to become significant.
7. I AM WORRIED ABOUT PRIVACY OF MY PATIENT DATA AND HIPAA COMPLIANCE. THOUGHTS?
There is nothing to be worried about, because this is our responsibility. In Touch EMR is certified HIPAA compliant and all information in the program is password protected. Only authorized users can login to the system.
We protect our customers with the most trusted and secure choice for website protection. This website security solution features Extended Validation (EV), the green address bar, and the Norton Secured Seal, the most recognized trust mark on the Internet. The In Touch EMR SSL certificate is the highest level security certificate – Secure Site Pro with (extended validation) EV. This is the strongest SSL encryption with vulnerability assessment and round-the-clock malware scanning to help defend your data against attacks.
We want you to have peace of mind. Enjoy military grade encryption with 128-bit minimum to 256-bit with extended validation and full organization authentication. Our SSL Certificate is secured by Norton and powered by Symantec and you get the benefits of the universal browser compatibility and a Norton™ Secured Seal for SSL. Customers worldwide know and trust the Norton Secured Seal. It is the most trusted mark on the Internet, is viewed over half a billion times per day on websites in 170 countries.
8. IF I HAVE A WIRELESS INTERNET CONNECTION AT HOME AND AT THE OFFICE, CAN I USE YOUR PRODUCT?
As long as you have an Internet connection (wired or wireless), you can use In Touch EMR.
9. I LIKE IT WHEN YOU SAY 'NO LIMITS.' ARE THERE ANY STORAGE LIMITATIONS?
There are no limits for storing patient records and we also backup all your files.
Software updates are also performed automatically at no extra charge.
10. HOW MUCH DOES YOUR PROGRAM COST?
The EMR costs $49 per licensed clinician per month. The billing software (inclusive of clearing house fees) costs $149 per licensed clinician per month. Depending on the size of your practice, additional set-up fees may apply.
We don’t charge for non-licensed clinicians. This means that many of your staff members can get their own logins, for FREE. This is explained in more detail in #20 below entitled “What if I have more than one clinic?”
Having said that, comparing In Touch EMR and In Touch Biller Pro with your current solution is not really an apples to apples comparison.
Here’s an analogy: Most people would not compare the pricing of a 2007 Honda Civic with a 2014 Ferrari Spider.
The Ferrari is in a league of its own.
With our proprietary technology and tools, we actually save you money each month (use this savings calculator to determine your savings) and help you make more money each month (use this profits calculator to project your increased income).
We’ll prove these savings and profits to you during your demo with us. Click here to schedule my demo of In Touch EMR and In Touch Biller Pro.
We are a competitively priced software solution that will substantially increase your efficiency.
When you compare the cost savings (with the built-in automation we offer) and the increased profitability (with the increase in your revenue), you will see why the math makes sense.
11. I DON'T WANT TO LOSE ANY OF MY PATIENT DATA. CAN YOU RESTORE MY DATA IF IT IS EVER LOST?
In Touch EMR automatically backs up all of your data once a day. In the event of unintended deletion of information from your laptop, iPad or computer, information can be easily restored by accessing your information from our server files. Contact customer support for more information about this.
12. DO YOU HAVE ADDITIONAL ADD-ONS AND SERVICES?
Yes we do. In Touch EMR has built-in plugins to help you market and grow your practice. Integrated text and voice appointment reminders will help you decrease patient cancellation rates.
Emailed/print/video newsletter integration allows you to communicate with your patients on an ongoing basis and grow your practice.
Home exercise program integration allows you to generate online exercise programs to give to your patients.
13. WE ARE A REHAB CLINIC (PHYSICAL THERAPY AND OCCUPATIONAL THERAPY) AND ARE CONSIDERING ADDING SPEECH THERAPY AS WELL. DOES THE IN TOUCH EMR PROGRAM WORK FOR PTs, OTs, SLPs and also MHPs?
Absolutely! In Touch EMR can be used by:
- Physical therapy clinics
- Occupational therapy clinics
- Speech and language therapy clinics and
- Mental health professionals (psychologists, psychiatrist, social worker)
14. I WANT MY STAFF TO BE TRAINED QUICKLY. IS THIS POSSIBLE AND IF SO, HOW?
We go to great lengths to get you up and running with In Touch EMR as quickly as possible. In Touch EMR mastery can be achieved in 2 hours with our self-paced, online video training program.
Billing software mastery can be achieved in 3 hours with our self-paced, online video training program.
You’ll get access to both these programs after you sign up.
15. CAN YOUR PRODUCT BE USED ON DIFFERENT DEVICES SUCH AS PC, MAC, ANDROID AND IPAD DEVICES?
Yes. In Touch EMR can be used on an iPad, smart phone, laptop, computer and Android device; allowing you to work at the office, from home, or on the go. The entire application is mobile friendly.
It can be used securely on any device with an Internet connection. If you are an iPad user, we have built a dedicated iPad app to streamline patient intake.
16. HOW CAN I CONTACT CUSTOMER SUPPORT?
Our customer support team is waiting to hear from you. We are easy to reach – by phone, email or support tickets. You can even leave us a voice or video message from our website.
17. WHAT ABOUT SOFTWARE UPDATES AND FEATURE IMPROVEMENTS? DO I HAVE TO PAY EXTRA FOR THEM?
Our system is updated automatically at no extra cost to you, so you get the latest version and enhancements without paying anything extra.
We’ll notify you every time there is a feature update to our system.
18. HOW RESPONSIVE IS YOUR SUPPORT STAFF? CAN I GET SOMEONE ON THE PHONE WHEN I NEED IT?
19. I HAVE BEEN USING SERVER-BASED SOFTWARE FOR A LONG TIME. I AM CONSIDERING A SWITCH TO A WEB-BASED PRODUCT. IS IT REALLY THAT MUCH BETTER?
To put it simply, we take care of everything. No installation is required; back-ups are performed automatically and regularly. You can access the system on any device with a web-enabled browser, and software updates are performed automatically.
If you were using server-based software, installation would need to be done on your end. You would need to back up your own patient records and update your software by yourself at regular intervals.
20. WHAT IF I HAVE MORE THAN ONE CLINIC? HOW MUCH EXTRA AM I PAYING?
You can add as many clinics and as many users as you want. We don’t charge you for adding clinics and users. Our subscription fees are based on the number of licensed providers in your clinic. To highlight this, let’s take a look at the two scenarios below:
SCENARIO ONE – Three licensed clinicians, two clinics, five users (two front desk, two assistants, one aid)
SCENARIO TWO – Three licensed clinicians, one clinic, two users (one front desk, one assistant)
With In Touch EMR, the billing calculation is simple and hassle free. You would pay the same monthly fee for both these scenarios, since both scenarios have three licensed clinicians.
With our competitors, you’ll pay significantly more in SCENARIO ONE and they may put you through a rather involved sales process, followed by the ‘pricing reveal.’ In fact, some of our competitors follow a ‘dynamic pricing model’ and might charge you extra if they know you can afford to pay it. There are a lot of hidden fees and fine print, and you’ll end up paying a lot more than you originally thought.
Don’t expect any of that with us. We keep it simple, because you pay a monthly fee for each licensed provider for In Touch EMR and In Touch Biller Pro.
21. WE ARE A PHYSICAL THERAPY SCHOOL/COLLEGE AND WOULD LIKE TO DETERMINE IF YOU PROVIDE DISCOUNTS FOR EDUCATORS. PLEASE ADVISE
22. CAN MY CURRENT BILLING SERVICE USE IN TOUCH BILLER PRO?
Yes, your billing service can get the claim information from In Touch EMR and manually enter it into their own billing software and clearing house.
The fact is, they may not need to.
Just ask your biller to schedule my demo with us. They’ll most likely see that In Touch Biller Pro is a better solution than the one they are currently using. It gives them more control and flexibility, and allows your practice to get paid more, faster. In Touch Biller Pro takes away a lot of the day to day hassles of billing (claim scrubbing, auto-posting of ERAs, automatic denial management) and allows your biller to focus on things that drive revenue such as:
- Calling insurance companies to follow up on claims
- Working on appeal letters and claim denials
- Printing and mailing patient statements
- Reaching out to patients to facilitate payments
- This is exactly why billing services across the country are switching over to In Touch Biller Pro.
23. CAN IN TOUCH EMR SUBMIT CLAIMS ELECTRONICALLY AND GET BACK ELECTRONIC REMITTANCE ADVICE (ERAs)?
To bring you the best possible billing software (real-time eligibility verifications, batch claims submission and more), In Touch EMR has partnered with one of the largest clearing houses in the United States. Our clearing house, an Inc. 500 company has submitted over $1 billion in claims, and over 21 million claims in the past 12 months alone.
This add-on billing software (In Touch Biller Pro) costs $149 per licensed provider per month, and gives the provider (and staff) real-time eligibility, electronic claims submission and electronic remittance advice capabilities. All clearing house fees are included. This billing software alone will save you several hundred dollars a month and get you paid more, faster. Schedule my demo with us and learn more.
The good news is – our clearing house will handle all provider enrollment and help you get set up so that all your claims (generated from In Touch EMR) are seamlessly transmitted to In Touch Biller Pro.
This allows you to get paid more, faster. If you have any questions about submission and/or denial of claims, our customer support will assist you by phone and email. You’ll have an integrated billing solution to streamline your practice work flow.
24. HOW DO WE TRANSITION OUR PATIENT LIST AND PREVIOUS MEDICAL RECORDS WHEN WE MAKE THE SWITCH TO IN TOUCH EMR?
It’s easier than you think. We’ll help you export your patient list (usually in an excel file) from your current EMR/billing system.
We’ll also help you export your medical records (digital documents like PDF files) from your current EMR or refer you to a vendor that can help you with that.
We’ll help you import all this into In Touch EMR.
This can take 2-4 business days.
25. DOES IN TOUCH EMR INCLUDE AN INTEGRATED HOME EXERCISE PROGRAM (HEP)?
A Home Exercise Program (HEP) is included in our software as an upgrade. Unlimited HEP programs, unlimited users per clinic, website integration and patient exercise portal are included for one low monthly fee.
26. CAN I FEEL CONFIDENT THAT MY PATIENT INFORMATION AND MEDICAL RECORDS ARE SAFE AND SECURE?
The security of your information and that of your patient’s health records is our number one priority.
We have partnered with VeriSign SSL, part of the Symantec family, and implemented SSL (Secure Socket Layer) encryption for all medical records stored in In Touch EMR.
Details of our encryption technology are as follows: SSL Certificate with SGC and Extended Validation, Green Address Bar, RatePoint, Netcraft, QualysGuard, Keynote, 128-bit minimum to 256-bit SSL encryption, Norton™ Secured Seal for SSL.
SSL encryption protects online transactions and keeps data confidential in transmission. Vulnerability assessment identifies weaknesses on your website that are most commonly used for attack. Symantec’s robust PKI infrastructure includes military-grade data centers and disaster recovery sites for unsurpassed customer data protection, availability and peace of mind.
This is part of our dedication to PCI compliance, as e-Commerce sites must authenticate their identities and encrypt transaction traffic through their site to protect customer data.
27. WHAT DO I DO IF YOUR WEBSITE GOES DOWN, SINCE YOU ARE WEB-BASED?
This is one of the key differentiators between web-based and server-based software. On the one hand, there is nothing to install with web-based systems. On the other hand, there is a possibility that the system may go down if there are system outages with our servers, or when we make improvements in real time.
In the event of an update that requires our servers to go offline, we’ll give you at least two weeks advance notice by email.
Also, we schedule maintenance over the weekends and in the middle of the night (between 2 am and 4 am EST) to minimize any disruptions to your practice workflow.
29. I WOULD LIKE TO PROVIDE SUGGESTIONS TO MAKE THE SYSTEM BETTER. HOW CAN I DO THAT?
We are aware that software development is an ongoing and highly creative process so we welcome comments, suggestions and creative feedback from our users.
Please contact our support team via phone, chat or email for your suggested improvements and comments.
30. CAN THE CLINIC OWNER MODIFY PERMISSIONS AND DATA ACCESS FOR INDIVIDUAL USERS?
Absolutely. The clinic owner is able to control who sees what. This allows the clinic owner to view ‘everything at a glance’ and limit the sharing of data between users.
For example, financial information can be restricted for the clinicians and front desk.
All permissions and privileges for users can be customized and controlled by the clinic owner.