Implementation Overview

Project Kick Off

Welcome to iSalus Healthcare, home of the Choice Solutions! During Week 1 of your Implementation our team is gearing up for some of the beginning milestones in preparation for your Go-Live. 

Welcome Packet

Once a signed contract has been received by our Implementation department, you will quickly be sent a Welcome Packet. The Welcome Packet is a detailed outline of all of the required pieces in order to begin setting up your database. Without a completed Welcome Packet, our team is unable to build the necessary components for your system. Typically the Welcome Packet completion process should take the practice a few days to gather or complete all necessary information. Attention to a timely return is critical, in order to achieve a 90-day implementation. Most practices may require the assistance of multiple resources within the practice to gather this information (i.e. Practice Administrator and Billing Administrator).

The Welcome Packet consists of the following information: 

• Company Profile Information
  • Practice Name
  • Mailing Address
  • Phone and Fax Numbers
  • Tax ID and Tax ID Type
  • Practice NPI
  • Primary Contact Name and Contact Information
• 5010 Billing/Accounts Payable Information
  • Bill To Address
  • Pay To Address (P.O. Box Only)
  • Accounts Payable Contact Name and Contact Information 
• Provider Information
  • Name and Suffix
  • Specialty and Taxonomy
  • NPI Number
  • Medicare PTA 
  • Medicare PTAN
  • RR Medicare PTAN
  • Medicaid Number
  • DEA
  • State License Number
  • Rendering Address
  • Unique 4-digit pin number
• Provider Schedules
  • Most practices will be trained on how to setup and manage a provider schedule. 
  • In most cases, this section is not required. 
• Appointment Types
  • A list of all applicable appointment types
  • Fields include name and duration
• Users
  • A list of all current users to be added to the database.
  • Fields include First and Last Name, Email, and applicable role for database accessibility)
• Locations
  • A list of all Service Locations
  • Fields include Name, POS Type, Address, Phone and Fax Numbers
• Payers
  • A list of all current Payers
  • Fields include Payer Name, Payers ID, Address, Electronic Claims, and ERA requirement

The practice is also encouraged to include copies of the following documents: 

• Fee Schedule (CPT or HCPCS code listing with prices)
• Superbill (aka Charge Slip, Fee ticket, etc)
• Practice Logo and/or Letterhead
• Patient Letters (HIPAA form, Financial Policies, Consent forms, etc)

Once completed and all additional documentation has been gathered, the completed Welcome Packet may be emailed to the Implementation Department. The completed Welcome Packet will be added to the Implementation project Management tool, Asana, for safe-keeping. (More about Asana later.)

Kick Off Call

The Kick Off Call is an informal, virtual call between the lead iSalus Project Manger, assisting Project Managers, and the appropriate Practice team members. We encourage the following team members to be in attendance: 

1. Practice Administrator(s)
2. Clinical Team Lead(s)
3. Billing Team Lead(s)
4. Additional team leaders that will be managing a group of individuals

The Kick off Call will be a 45-60 minute conversation outlining the stages of the Implementation. The iSalus Implementation team will use this time to introduce all resources that will be assigned an area of the overall project. These areas consist of Front Office, Intelligent Intake, Nursing, Providers, Ancillary Clinical departments, and Billing. The practice will also have an opportunity to introduce their team and each individual's involvement in the overall project.  

The lead Project Manager will review all areas of the signed contract, including all additional features that were either included, waived, opted-into, or opted-out-of by the practice. They will review the monthly rates for all contracted provider licenses, as well as any additional licenses (i.e. Intelligent Intake or ancillary resources). Finally, they will review any special contract details or additional notes found in the contract. 

During this call, the practice will have an opportunity to share information regarding their current system and if there is a specific cut-off time that they will no longer have access to that system. This information is critical, as it provides an outline for necessary data import procedures and timelines. At this time, the Implementation team will provide a suggested Go-Live date. This date is typically 90-days post the initial contract signing. This date is thoughtfully selected by the iSalus Implementation department, as we ensure resources are allocated to be available on that selected date. Once a date is set and agreed upon, that is the date that will be used for all future planning for training, data conversion, and appropriate configurations. 

The Implementation team will take this opportunity to ask about all existing and/or desired interfaces. These can include lab interfaces, imaging interfaces, etc. Interfaces that are not listed in the contract will be considered new interfaces and will be scoped by iSalus development. Custom interfaces are subject to an additional fee. 

Lastly, the lead Billing Project Manager will review all billing related setup items and verify that all numbers have been documented correctly. At this time, the Billing Project Manager will review all additional features specifically for Billing. This is a great time for the practice to express interest in any additional features that were not documented in the contract initially. Most billing additional features are monthly features and can be activated at any time. 

At the conclusion of the Kick off Call, the Lead Project Manager will send a copy of the Kick off Call Notes. These notes will include the meeting notes, the established Go-Live date, the introductory training videos, and information about Asana. 

Database Setup

During Week 2 of your Implementation, the Implementation Team is hard at work creating your database. The team will use a combination of the completed Welcome Packet, as well as notes from the Kick off Call discussion to create the unique data points within the database. Week 2 is a prime time to discuss the data conversion and interface details. Due to the process of data conversion and interface configurations typically running the length of the implementation, it is important to get the groundwork laid out early in the implementation process to ensure expectations are appropriately set for the Go-Live. 

The iSalus Implementation Team utilizes Asana (a project management tool) to track all tasks, progress, and milestones during the entire implementation process. During Week 2, key members from the practice, that will be responsible for managing a portion of the implementation, should expect to receive an invite to Asana via email. Key members will be responsible for reviewing, completing, and assigning tasks within Asana. Members of Asana will be asked to review Asana on a regular basis to stay informed on the project's status. 

Data Conversion

One of the most critical elements of the Go-Live is the data import. In preparation for the the Data Conversion Process, the Implementation Team will coordinate an introductory call between the iSalus Data Conversion Team and the Practice. At which time, the following Practice members should be in attendance:

• Practice Administrator
• Clinical Team Lead
• Billing Team Lead
• IT/Data Team Lead (if applicable)

The purpose of this 60-minute conversation is to discuss the timeline for the data conversion process, the expectations regarding the delivery and formatting of the data, and to answer any data-related concerns that the practice may have. 

Interfaces

New interfaces will require additional project scoping with the outside interface vendor(s), where appropriate timelines would be provided. Some practices will require an additional discussion regarding lab interfaces, imaging interfaces, or other ancillary interfaces. Typically, post Kick off Call, the lead Project Manager may request an additional meeting with members of the practice and/or iSalus development resources for a deeper interface discussion. In some situations, a representative from the outside lab or imaging vendor may be asked to be in attendance. Next steps will be determined at the conclusion of this meeting. 

IT Specifications and Equipment Configuration

iSalus and the Choice solutions are a cloud-based system, providing a seamless connection for our customers. However, like most software, practices will need to ensure that their equipment meets the iSalus technical requirements and is configured properly in preparation for Go-Live. 

Practices and their respective IT partners are responsible for reviewing, understanding, and testing the iSalus Technical Requirements. The following milestones are expected to be tested prior to Go-Live:

1. Internet Explorer Autoconfigure has been ran and installed 
2. Adobe Acrobat Reader has been installed
3. TWAIN Drivers have been installed for scanning
4. Antivirus compatibility
5. Additional software has been installed (Dragon dictation, etc)

The practice and their respective IT representative are responsible for working together to understand the appropriate technical requirements and for completing the iSalus Technical Requirements Acknowledgement, at least 1 month prior to Go-Live. 

Intelligent Intake Buildout Begins

The Intelligent Intake platform will be configured with the specific documents provided by the practice; including, but not limited to, HIPAA, Notice of Privacy Practices, Financial Policies, Consent Forms, etc. The practice is expected to share any potential documents to be built for use in the Intelligent Intake during Week 2 of the implementation. Forms and/or documents shared after this due date can not be guaranteed to be ready for the scheduled Go-Live. 

Forms may be uploaded and shared via Asana. The assigned iSalus Project Manager will review the forms in preparation for customization. In the event that further documentation or clarification is required, meetings may be arranged to discuss the layout or configuration for specific forms. Once both parties understand the technical buildout, the customization team will begin building the assigned forms. 

The assigned iSalus Project Manager will review forms as they are completed by the customization team. The practice is responsible for reviewing all forms in detail. Any questions, changes, or modifications to the completed forms should be submitted to the assigned Project Manager before the assigned due date in Asana. The due date is dependent on the Practice's scheduled Go-Live. All customized intake forms are expected to be completed a minimum of 3 weeks prior to Go-Live. 

Kick Off and Check-In Meetings

Throughout the implementation process, the iSalus Implementation Team will prepare status updates regarding the progress of the overall project. During Week 3, we will establish a weekly check-in call to review the overall progress, answer any questions, and review outstanding and upcoming tasks. The weekly update will continue throughout the implementation process and will eventually carry over to the post Go-Live phase. 

At this time, the practice should begin delegating the various areas of the implementation to a designated person (referred to as a "Superuser") to manage in coordination with an iSalus Project Manager. The Superusers will be responsible for working directly with the iSalus team to review and approve workflows, attend and schedule trainings, and manage their assigned tasks within Asana. The Superusers will act as the direct line of support for their team, in coordination with the iSalus Project Manager(s). Superusers are expected to begin reviewing the provided training videos in preparation for the Superuser training and workflow discussions. 

Week 3 is an exciting season of the implementation process, as this is typically when groups begin to start working directly in the system on their delegated tasks. The practice will begin working with the Billing Project Manager(s) to start on the Clearinghouse Enrollments. Additional team members will also review the additional features previously discussed during the Kick Off Call. 

Login Information Provided

User credentials will be provided based on the list of users that were provided in the Welcome Packet. The practice will receive detailed instructions for accessing the database and logging in for the first time. The practice may decide whether to distribute all logins at this time, or wait to pass out general user logins until all-staff trainings begin. Superusers are encouraged to login and begin looking around, watch training videos, and review workflows within the system. 

Training Syllabus

Similar to school, the iSalus Implementation department has a detailed list of trainings that are required in order to have a successful Go-Live. The Superusers will be provided a detailed list of required training videos, modules, and checklists to assist with their training. 

Superusers can expect a syllabus for the following user groups:

1. Front Office
2. Medical Records
3. Nursing/Ancillary Medical Staff
4. Providers
5. Billing
6. Administration

Clearinghouse Enrollments

The enrollments process is a time sensitive project, as some enrollments may take longer to process than others. The iSalus Billing Project Manager(s) will be responsible for providing a checklist of enrollments with their corresponding due date for submission. 

Practices and the Billing Superusers may review the Enrollment FAQ guide for additional information. 

Superuser Training

At this point in the implementation, Superusers have access to the database and have been shared the introductory training videos. For the next few weeks, the iSalus Implementation team will be working closely with the Superusers to dive much deeper into specific workflows and trainings. 

During weeks 4-6, the Superusers and iSalus Implementation team will be reviewing all various workflows for all user groups in the system. The Superusers will be responsible for understanding and approving all workflows for their designated user groups. 

Weekly Touchpoints

Beginning week 4, Superusers can expect to coordinate a weekly meeting with their corresponding iSalus Project Manager. The purpose of the weekly touchpoint is to discuss that specific area of the system and the necessary workflows for that user group. While these weekly meeting are classified as "Superuser trainings," these meetings are not meant to replace the standard overview training videos. Superusers are still expected to review the basic training videos in order to have a basic understanding of the system, prior to the deep-dive conversations. 

Typically, the iSalus Project Manager will supply a discussion topic for the weekly touchpoint meetings, outlining the necessary objectives for the conversation. As previously mentioned, these discussions focus heavily on the prerequisite training videos. The purpose of the weekly meeting is to answer any questions, adjust workflows, and finally review and complete associated Asana tasks. 

Template Configurations

The iSalus Implementation team will ensure that your database has specialty-specific templates available for clinical documentation. However, some practices may choose to make specific template customization requests in order to customize the template for a specific practice need. Template change requests are subject to additional customization fees. Your iSalus Project Manager will work with you to determine what modifications can be made and if there will be associated fees in order to accommodate the modifications. 

Superusers are responsible for reviewing the available templates within the database. Beginning week 4, clinical Superusers will begin reviewing the available clinical templates in detail. Superusers are asked to ensure that the templates contain all necessary fields for documentation and will meet the necessary requirements for clinical charting. If changes are requested, they are to be submitted to the iSalus Implementation team for review during weeks 4-6. If modifications are agreed upon, the iSalus Customization team will begin making requested modifications in preparation for Superuser review. The review and approval process will take place during weeks 7-8.

Workflow and Template Review

As we near the end of the database configurations and Superuser training, we are preparing for all staff trainings. In order to effectively prepare for all staff trainings, all template configurations and workflows must be finalized and approved by the practice Superusers during weeks 7-8. 

Receive Sign Off on Clinical Templates

You may recall that during weeks 4-6, Superusers are responsible for reviewing all clinical templates and submitting any requested changes to the iSalus Project Manger. The customization team will work to ensure that customization requests submitted during this time will be available for review. Superusers are responsible for reviewing and ultimately approving all final clinical templates in preparation for Go-Live. Template customization requests made after week 8 cannot be guaranteed to be completed prior to Go-Live, and in most cases are considered a post Go-Live task. 

The following Chart Tab templates must be reviewed and approved for Go-Live:

1. History 
2. History of Present Illness (HPI)
3. Review of Systems (ROS)
4. Exams
5. Treatment Plans
6. Order Entry
7. Patient Extension (if applicable)
8. Dialysis Visits (Nephrology only)

Receive Sign Off on Billing Setup

At this point in the implementation process, the iSalus Billing Project Manager(s) have completed the initial billing setup items required for Go-Live. 

The following billing setup items must be reviewed and approved for Go-Live:

1. Fee schedule/Code Class
2. Template Actions
3. Locations
4. Provider Setup/Credentials
5. Payers/Financial Class
6. Eligibility and EDI Enrollments (must be completed and confirmed)
7. ERA Enrollments (continue to submit them and confirm as provided) 

Receive Sign Off for Workflows Per User Group

Superusers should be confident in how to navigate through the various areas of the system that pertain to their user group(s). The Superusers will provide acknowledgement to the iSalus Project Manager that the proposed workflow for their user group is acceptable. The Superusers understand that the agreed upon workflow is what their staff will be trained on during the all-staff trainings. In the event that a workflow needs to be modified, the Superuser must submit this request to the iSalus Project Manager via Asana. Requests made after week 8 can not be guaranteed to be completed by go-live, and may be considered a post go-live request. The iSalus Implementation team will make a conscious effort to prioritize requests to ensure an efficient go-live. 

All Staff Access

At the conclusion of week 8, all staff will be given access to the database. It is at the Practice's discretion how the login credentials are distributed to general staff members. Staff will be expected to practice logging in and ensure that their credentials are accurate. 

All Staff Trainings

All staff training will take place during weeks 9-11. Superusers are expected to help coordinate trainings for their staff. The iSalus Implementation Implementation team is flexible when it comes to offering different training modules. We will do our best to accommodate different learning styles, while also following the training agreement per the original sales agreement. 

Our team offers webinar-style trainings and Q&A sessions. Sessions may be hosted either live or simulated live, depending on the specific need. Practices may also choose to host their own internal trainings. Superusers may work with their iSalus Project Manager(s) to determine the best training plan for their practice.  

The following user groups are expected to receive training prior to go-live:

• Front Office
• Nurses
• Medical Assistants
• Providers
• Orders
• Surgery
• Pre-Cert/Auth
• Coders
• AR Reps Follow up
• CSR’s-collections
• Payment Posters

At the conclusion of week 11, Superusers will acknowledge that their staff received the appropriate trainings in preparation for go-live. 

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