Question 1: If I can't find a button to proceed in any of the steps, what should I do?
Answer: Attempt to zoom out of the page utilizing the browser's tools accessible in your browser's settings.
Question 2: If the buttons are grayed out and I'm unable to progress, what should I do?
Answer: Ensure that all mandatory fields are filled out and that the necessary criteria are met, such as meeting minimum password requirements.
Question 3: If I don't receive an email confirmation, what should I do?
Answer: Please ensure that you are checking the email address you provided during registration and thoroughly search all email folders (inbox, spam, junk, updates, promotions, etc.). If you've checked all folders and still haven't received confirmation, attempt to register again. If the issue persists, consider registering with a different email address.
Question 4: What does 2-Step Verification entail?
Answer: 2-Step Verification (2FA) is an additional security measure implemented to safeguard an account from unauthorized access. It requires not only the username and password but also a secondary piece of information, such as a PIN, secret question, device token, or biometric pattern (e.g., fingerprint, iris scan, voice print). If a password is compromised, the account remains protected as access requires the additional authentication. For ICANotes+ login, a device token (authenticator app) is utilized. For further details, refer to Authy's FAQs.
Question 5: What does a QR Code signify?
Answer: A QR (Quick Response) Code serves as a barcode embedding information related to the associated item.
Question 6: Misplaced or inaccessible 2-Step device?
Answer: If you've lost access to your 2-Step device (your personal device, like a mobile phone, tablet, or computer), kindly reach out to ICANotes+ Support for verification and to reset the device.
Question 1: Can owners/admins set reminder rules according to appointments?
Answer: Indeed, we're crafting a dedicated dashboard tailored to client appointments.
Question 2: Can notes be electronically signed directly from the dashboard?
Answer: Currently not, however, we're planning to integrate this feature into the dashboard soon.
Question 3: As a part-time non-prescribing clinician, why am I unable to create a new note when I haven't yet reached the 60-note limit within the 30 days of my billing cycle? The system indicates that I've hit the 60-note limit even though I haven't reached it.
Answer: If you're a part-time clinician, either prescribing or non-prescribing, the system restricts new note creation after you've reached the 60-note limit per 30 days billing cycle. It's possible that for certain notes, the Note Date might have been altered to a different date (earlier or later) for record-keeping purposes or other reasons. However, the system internally registers notes based on their original creation date, disregarding any modifications made to the Note Date.
Question 4: Can owners/admins establish reminder guidelines linked to appointments?
Answer: Yes, we are in the process of planning development for a dashboard dedicated to client appointments.
Question 2: How many days ahead are events pulled in from Google Calendar into ICANotes+?
Answer: Events are pulled into the ICANotes+ Calendar up to 90 days in advance from your Google Calendar.
Question 3: Do events that have already occurred in Google Calendar show up in the ICANotes+ Calendar?
Answer: Past appointments imported from your Google Calendar into your ICANotes+ calendar are not retained, meaning you won't see them displayed for past dates or times.
Question 4: Is ICANotes+ planning to integrate with additional calendars?
Answer: This is on our roadmap as a future enhancement.
Question 5: Do events labeled as "Free" in Google Calendar sync with the ICANotes+ calendar?
Answer: No, ICANotes+ synchronization only includes appointments where you're marked as "Busy" in Google Calendar. When editing an appointment in Google Calendar, only those marked as "Busy" will sync. To prevent an event from being pulled into ICANotes+, ensure it's marked as "Free" in Google Calendar.
Question 6: Is ICANotes+ considering implementing a practice-level Quick Share Link enabling clients to select their preferred provider for scheduling?
Answer: In upcoming updates, we plan to introduce an optional practice-level link that allows clients to choose their preferred provider for scheduling. This feature will be managed in Settings by the practice owner or administrator.
Question 7: Is it possible for existing clients to utilize the Quick Share link to request appointments?
Answer: The Quick Share scheduling link is designed to collect contact information for chart creation, thus it's intended for new client appointments only. Allowing established clients to schedule via this link could lead to duplicate charts in ICANotes+. Established clients seeking to schedule appointments should be directed to the portal and encouraged to use the Online Booking feature there. Click here for instructions on setting up self-scheduling for existing clients.
Question 8: Is ICANotes+ considering implementing SMS self-serve appointment confirmations for clients?
Answer: Our product team is currently evaluating the potential of sending appointment confirmations via SMS/text in the future.
Question 9: Is ICANotes+ in the process of enabling new clients to request appointments without using the portal?
Answer: Indeed, we're working on a Quick Share feature that permits clients to schedule appointments outside of the portal through a link. You can send this link to clients via email or integrate it into your practice website. This is particularly useful for new clients seeking to schedule appointments with your practice.
Question 10: Can users customize the phone number used for sending SMS/text reminders in ICANotes+?
Answer: Currently, ICANotes+ doesn't provide the option to personalize the phone number for SMS messages.
Question 11: Will I receive notifications when a client confirms or cancels their appointment?
Answer: We're currently working on implementing notifications for when a client confirms or cancels via the SMS/text reminder. In the meantime, the calendar will indicate whether the appointment has been confirmed or cancelled. Additionally, if there's no response, it will be clearly visible in the calendar event.
Question 2: As a clinician, I'm unable to add members to the clinical team.
Answer: The capability to add members to the clinical team is exclusively available to administrators.
Question 3: As a clinician and member of the clinical team, I'm unable to access clients' notes, appointments, and treatment plans created by other team members.
Answer: To access clients' notes, appointments, and treatment plans created by other members of the clinical team, you need to have the "Clinical Team's Charts Only" feature enabled in caseload security settings. Please reach out to your administrator to enable this feature for you.
Question: Can I grant eRx access to a staff admin user solely to enable EPCS access?
Answer: Yes, you can. After granting EPCS access, you can either remove eRx access from the staff user or deactivate the staff admin user altogether. To do this, go to the Settings > Account Management tab and click the Edit/Deactivate button next to the staff user's account.
Question 2: Does ICANotes+ include an auto-posting function to retrieve remittance data into ICANotes+?
Answer: Absolutely, you can automatically post payments for the submitted claims. For further information, please consult the Electronic Remittance Advice (ERA) knowledge base article. Alternatively, you can manually post payments to the client's Account Ledger found under the Billing tab in the chart. Click here to access detailed instructions.
Question 3: For online payments, how long does it take to set up after I've submitted a request for more information?
Answer: You will hear from a sales representative at ICANotes+ to discuss pricing and coordinate the set up. We work with our partner vendor, Nexio, to process the paperwork needed to enable this feature. After submitting your paperwork, it takes Nexio 2-3 business days to establish your account. ICANotes+ will alert you as soon as the set up is complete so you may begin using this feature.
Question 4: How can I handle a refund or void a charge in progress?
Answer: Nexio will furnish you with credentials to access their Nexio Dashboard (https://dashboard.nexiopay.com/). Through this platform, you can review transactions, generate reports, initiate refunds, and void charges. When a charge is voided or refunded, ICANotes+ will acknowledge this action, updating the charge to reflect the revised balance due. Additionally, within the Billing tab > Account Payments/Adjustments section in ICANotes+, there is a Refund button available for processing refunds/cancellations through Nexio without needing to access the Nexio dashboard.
Question 5: Does ICANotes+ have an ability to process insurance claims?
Answer: Yes, ICANotes+ possesses the capability to electronically process claims to insurance providers.
Question 6: Will there be a feature to view payment/adjustment descriptions within the Account Payments/Adjustments section?
Answer: Yes, we're intending to include a Description column in this section for enhanced visibility.
Question 7: How can I view all payments and adjustments after filtering by an encounter date in the Encounter section?
Answer: By default, expanding the Account Payments/Adjustments section displays all payments and adjustments applied to the client’s account. When you filter by a specific encounter date, only the payments and adjustments related to that encounter are shown. To return to the full list, select the All option from the Encounter dropdown.
Question 8: In the Account Payments/Adjustments section, can I filter by an encounter date range, or do I need to filter them individually?
Answer: Presently, you must filter for one encounter date at a time. However, in the future, we plan to implement the capability to select an encounter date range for filtering.
Answer: By default, unapplied amounts are visible when viewing all payments and adjustments. There is also a dedicated Unapplied Amount column, which allows you to identify and allocate these amounts as needed.
Question 10: Does ICANotes+ notify customers when a credit card on file has expired?
Answer: This is on our roadmap as a future enhancement.
Question 12: Does the authorization code appear in the completed note?
Answer: No, the compiled note does not include the authorization code.
Question 13: Does the authorization code appear on the Superbill or Invoice?
Answer: No, but we do intend to incorporate it in the future.
Question 14: Can clients using ICANotes+ access their account balance, charges, invoices, and superbills?
Answer: Absolutely. Clients with access to the Client Portal can easily view their account balance in the My Account section. The balance they owe is prominently displayed at the top of the table. Additionally, within the Account Details accordion, clients can find encounter details, as well as convenient links to download invoices and superbills located on the far right side of the table.
Question 15: At what point does the balance become visible to clients in the client portal?
Answer: Clients accessing the portal can view their balance once an invoice is generated in ICANotes+.
Question 16: Can users delete invoices from ICANotes+?
Answer: No, it is currently not possible to delete invoices within ICANotes+. However, we are considering implementing this feature in the future.
Question 17: Can clients make payments via credit card?
Answer: Yes, there are two convenient methods for clients to pay with a credit card. Firstly, when generating an invoice, you can send a payment request directly to the client's registered email address. Clients will then authenticate using their Account ID and Date of Birth before proceeding to input their credit card details and completing the payment. Alternatively, clients with access to the Client Portal can find a 'Pay Now' button next to their account balance in the My Account section. Clicking this button enables them to enter their credit card information and proceed with the payment. However, it's important to note that the practice must be registered with Nexio to process credit card payments.
Question 18: Can the users move claims manually within ICANotes+?
Answer: Yes. If you've billed an encounter outside of ICANotes+ and need to update the details within the system, you can easily do so. Navigate to the Dashboard and select the Billing Worklist tab. Within the Unbilled Encounters section, you can choose the encounters you need to update and then select the 'Mark as Billed' option from the 'Actions' dropdown. This action will move the encounters to the Billed Encounters tab. Conversely, if you need to resubmit encounters, you can select them from the Billed Encounters tab and choose 'Mark as Unbilled' from the 'Actions' dropdown.
Question 19: Does ICANotes+ have an ability to identify errors on the claim before submitting them to insurance/clearinghouse?
Answer: Certainly. When you submit a claim, the system automatically checks for errors and notifies you through a .csv file. This file provides a detailed list of any errors found on the claim. You can then download the .csv file, review the errors, make necessary corrections, and resubmit the claim.
Question 20: Is it possible to collect pre-payment for future services / payments for past due balances?
Answer: Absolutely. You can collect pre-payment for future services and payments for past due balances via the Calendar > Add Payment section. However, it's important to note that such payments will be recorded in the Account Ledger section as an unapplied payment. It won't automatically be allocated to past balances or future charges. The system allows you to distribute unapplied payments automatically starting with the oldest encounters. You can also distribute payments manually.
Question 2: Can ICANotes+ create comprehensive in-app forms for use by clinicians and/or staff?
Answer: Currently, we don't offer this capability, but we do plan to introduce numerous in-app forms/assessments and allow customers to create their own in the future.
Question 3: Can the forms we upload in ICANotes+ be sent to the client portal as a package?
Answer: Yes, templates and uploaded forms can be included in portal packages. Click here to learn how to create a package.
Question 4: If I upload a fillable form, can the client fill out the form directly from their portal?
Answer: Unfortunately, no. The client will need to download the fillable PDF document, complete it on their local computer, and then upload it back to their portal. For a smoother client experience, we recommend utilizing the "create a template" option or "Send Custom Form Request" features for more complex form needs. Please refer to the following KB articles:
Question 5: If a note/treatment plan has already been "shared" with a client, is it possible to "re-share" it to obtain the client's signature?
Answer: Absolutely! Simply click on the three dots menu and select the "Share and Sign" option.
Question 1: Which clearinghouses is ICANotes+ currently integrated with for eligibility:
Answer: Check out our Knowledge Base article - Clearinghouses Supported by ICANotes+.
Question 2: Can eligibility be checked for more than one client at a time?
Answer: Yes. Navigate to the calendar and click the "Check Eligibility" button. A list of clients will appear based on the selected appointment dates. Select the clients for which you want to check eligibility and click the "Check Eligibility" button at the bottom.
Question 3: Are eligibility IDs required for each payer?
Answer: Yes, eligibility IDs need to be entered once for each payer, and they will be updated for each client’s insurance coverage when entered in payer settings.
Question 4: Where can the Eligibility IDs be found?
Answer: For Inovalon, the eligibility ID list can be found under the ‘All-Payer Eligibility Payer List at https://www.inovalon.com/payer-list/.
For Waystar, the eligibility ID list can be downloaded from https://login.zirmed.com/ui/Payers. Search for ‘Eligibility’ in the application field and then download the CSV file.
Question 5: After checking eligibility for a client, there was an ‘Unable to respond at current time’ error. What does this mean?
Answer: Periodically, payers may not respond to the clearinghouse due to temporary outages, maintenance, or high volume. Usually, trying again later will yield a successful response, but if the issue persists, please contact support.
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Need additional assistance?
Phone: 443-203-5857
Text: 866-301-0085
Email: ticket@icanotes.com
Chat: http://app.icanotes.com
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Proprietary Notice Information: This article is provided for informational purposes only, and the information herein is subject to change without notice. While every effort has been made to ensure that the information contained within this article is accurate, ICANotes cannot and does not accept any type of liability for errors in, or omissions arising from the use of this information.