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Guide

The Ultimate Guide to Selecting IDD Software

Explore how the right IDD software can improve everything from care delivery and coordination to revenue cycle management and more. 

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Selecting IDD Software

 

Introduction
   

Introduction

To be effective in today’s healthcare system, professionals serving individuals with intellectual and developmental disabilities (IDD) need advanced systems that enable the right workflows. 

But IDD software like electronic health records (EHRs) aren’t one-size-fits-all. 

EHRs come with varied capabilities, some of which aren’t relevant to IDD providers and their clients, which is why it’s critical for service professionals to adopt IDD software that’s specially designed for the IDD space. These solutions can streamline care delivery, provide a holistic view of clients’ specific needs, and facilitate effective communication between providers, clients, and caregivers. 

The right EHR can automate time-consuming tasks, improve documentation accuracy, and deliver advanced data insights. But finding the right IDD software for your specialized organization can be a big task. In this detailed guide, developed by experts in IDD services and technology, we discuss everything providers need to know about adopting the best software. 

   
Chapter 1

Making the Case for an IDD Software Purchase

Who Should Consider IDD Software
Chapter 1

Providers and direct service professionals (DSPs) who serve IDD clients often face a number of challenges, from high rates of provider burnout to inefficient paper-based systems. Underpinning it all? Widespread staffing shortages and turnover. 

A 2024 study from the American Network of Community Options and Resources (ANCOR) — a national nonprofit representing private community IDD services — found that a staggering 90% of surveyed agencies experienced moderate or severe staffing shortages in the past year. Meanwhile, 34% were considering making cuts to their programs if staff retention didn’t improve. 

Facing these financial pressures, providers need IDD software that helps — rather than hinders — their ability to improve client care and staff retention. 

5 Signs You Need AI-Powered Technology To Support Your IDD Services 

Operational efficiency and staff productivity are critical to delivering effective IDD services. Top EHR systems, designed specifically for the unique needs of IDD providers, can help lay the foundation for high-quality care. Increasingly, artificial intelligence (AI) solutions are playing a key role in strengthening this foundation by streamlining workflows and enhancing decision-making. 

Enhancing IDD Services With the Right Technology 

Here’s an in-depth look at five indicators that might be time for your organization to upgrade to an IDD EHR with integrated AI solutions. 

  1. It’s difficult to collaborate with others about care.

    Caring for clients with IDD and autism often requires close collaboration with a range of professionals, including primary care physicians, mental health counselors, occupational therapists, and other providers. Without centralized resources, these professionals can’t quickly access the same view of client records, share information in real time, or effectively collaborate. 

    An EHR designed for IDD services offers interoperability that can support collaboration. A residential service, for example, can efficiently communicate with a day program lead, who can then share updates with a client’s caregiver — all from one secure location. Integrated AI-powered and evidence-based workflows provide checklists and task management features that help all involved professionals stay on track. 

    Offering key operational and client data, top IDD software bolsters whole-person care and facilitates smooth processes, such as coordinating care plans, tracking client needs, and connecting clients to other resources. 

  2. Providers are spending too much time trying to access information.  

    Real-time access to client data helps reduce staff’s administrative burden — and an EHR can facilitate this access. A review of studies on the impact of EHRs on patient care found that “EHRs enable real-time monitoring of patient data, allowing for early detection of potential health issues and timely interventions.” 

    By streamlining workflows and providing a central repository for up-to-date information, providers and staff can track appointments, prevent missed visits, and monitor care plans. IDD software can auto-fill fields to save providers time and provide better data storage systems for easy access. With the right EHR, staff members no longer need to spend time searching for the information they need. 

  3. Confidence in clinical and billing documentation accuracy is low. 

    IDD agencies must juggle multiple billing codes related to testing, assessment, and client needs, says the AAPC. Selecting the right billing codes for IDD healthcare clients is particularly complex, as these individuals often require different types of care and support across multiple providers in a network.  

    Incorrect clinical or billing documentation can delay care, lead to denials, and create risk for both agencies and their clients. But EHRs built for IDD services automatically back up invoices, protecting organizations from future claw backs. They also serve up the right documents — and prompt users to complete them — to help organizations bill in a timely manner and ensure claims are accurate. 

    AI-backed EHRs also notify staff when they need to respond to audit requests and track quality measures against payer rules. Top software even has built-in translation functionality to help organizations with staff with limited English proficiency effectively review and complete documentation. These capabilities minimize costly or time-consuming billing errors. 

  4. Miscommunication and a lack of accountability are impeding care delivery. 

    EHRs for IDD services help organizations and their partners avoid miscommunications with automated task triggering and role-based workflows. When one staff member completes a task, the EHR will automatically generate and send the next task to the next appropriate staff member. If someone misses a deadline, the system will automatically notify their supervisor to help ensure the task is finalized. 

    Top EHRs boost accountability and support efficient communication by tracking the flow of care and ensuring strong collaboration across the care continuum. 

  5. Keeping IDD healthcare data secure is a challenge.  

    In a 2024 Core Solutions survey, providers flagged security and privacy as their third-highest need from their EHR system. Considering that more than 184 million healthcare client records were breached in 2024, this comes as no surprise. 

    The right EHR for IDD services can strengthen security and privacy controls, offering: 

    • Secure interfaces 

    • Embedded data-sharing protocols 

    • Security checkpoints at each development stage 

    • Checklists for data privacy regulations and best practices 

    Top IDD EHRs also offer integrated compliance features and trackers to better ensure facilities meet ever-changing regulatory deadlines and requirement.

Weighing IDD Software Cost & ROI: The Benefits Amid a Staffing Crisis 

Workforce shortages are pervasive in the IDD space, with the demand for long-time support workers expected to grow by 44% by 2035, according to a National Center for Health Workforce Analysis report. In a 2024 survey of IDD service providers, 69% of respondents said they had to turn away new referrals due to staffing challenges. 

It’s a tough environment, but many organizations are using IDD technology to support efforts to recruit and retain staff — and many are finding a high return on their IDD software cost investment. The right technological infrastructure can automate manual processes and enable providers, staff, and direct service professionals (DSPs) to do their best work. 

IDD Software and Widespread Staffing Shortages 

According to ANCOR, direct support wages have largely plateaued, leading to DSPs leaving the profession in droves and making it increasingly difficult for organizations to handle administrative workloads. 

A staggering 90% of IDD providers are reporting moderate or severe staffing challenges, says ANCOR, and 68% are experiencing difficulties achieving quality standards. In this landscape, organizations need systems that automate and streamline time-consuming administrative burdens. 

Adopting systems naturally requires organizations to factor in the addition of IDD software costs to their budget, but with AI-powered tools that support DSP duties, automate tasks, and streamline workflows, organizations can glean a high return on their investment. 

The best IDD software also includes integrated AI solutions that help spot IDD needs, save providers time, identify anomalies in administrative notes, and support evidence-based workflows. The result? Streamlined care, better staff retention, and improved workplace satisfaction, all of which can help the bottom line. 

How EHRs Can Improve Care Delivery 

Consider these EHR features when weighing IDD software cost and ROI: 

Ease of Use

Ease of Use  

An IDD EHR should be intuitive and designed specifically for the IDD service setting, enabling staff to quickly learn how to effectively and efficiently use the solution, record notes, and find the data they need. Organizations should look for EHRs with: 

  • Integrated role-based workflows with decision prompts 

  • Configurable templates and modular designs that enable teams to create custom workflows 

  • Embedded translation functionality for employees with limited English proficiency, which allows staff to quickly translate documents into other languages 

Each of these features streamline usage, strengthen the staff experience, and facilitate more effective communication between staff and clients. 

Streamlined Scheduling Capabilities

Streamlined Scheduling Capabilities

Since IDD support requires collaboration across many different providers, effective scheduling capabilities are particularly important for any IDD EHR. Manually adjusting schedules can be taxing and error-prone, and a standalone scheduling system can be time-consuming. 

While organizations should certainly consider IDD software cost when choosing a solution, it's also important to look at how an EHR with integrated scheduling tools can deliver a strong return on investment. These tools enable staff to create customized appointment scheduling based on availability, visit type, and other factors. DSP and caregivers can use the portal to manage appointments. 

Task Management

Task Management

With an intuitive dashboard, top EHRs allow IDD staff to track task progress, completion of assignments, and how long tasks take to complete. Organizations can use this data to assess productivity, identify and address areas of concern, and reward staff for high levels of performance. 

The best IDD EHRs also offers customizable alerts that remind staff when a task is nearing its deadline, when tasks haven’t been completed, or when service plans need to be updated. Having these automated notifications can help make sure tasks are completed on time and that service plans are kept current. 

Secure Care Coordination and Communication Support 

Secure Care Coordination and Communication Support 

Protecting client privacy is paramount when delivering care, especially when working as part of a broader team, which is why IDD organizations should look for EHRs with: 

  • End-to-end encryption 
  • Secure cloud storage 
  • Embedded compliance and regulatory tracking tools 

These capabilities enable effective staff communication and data-sharing, all within one central and secure platform. 

Strong IDD software can also serve as a foundation for person-centered support by offering telehealth functionality to help providers reach clients in care shortage areas. Providers and staff can also securely access their EHR platform from anywhere at any time using embedded mobile capabilities. 

Goal-Setting Insights

Goal-Setting Insights

EHRs should enable DSPs and providers to spend less time on manual documentation and more time working with clients. Choose IDD software that makes it easy for staff to document and track progress consistently. Measurable progress points tend to lead to better outcomes. And adopting IDD technology that can empower staff to feel like they’re making a positive difference in the lives of their clients and community is critical to retention and recruitment efforts. 

Why Traditional EHRs Aren’t the Right Software for IDD Care Providers

Today’s IDD environment involves complex workflows and growing provider demands. Outdated EHRs, those not built for IDD, and paper-based systems are simply no longer effective. 

Here are six reasons it might be time for organizations with outdated technologies to pursue an upgrade.

  1. Your outdated EHR’s workflows don’t align with IDD-specific care delivery needs. 

    Software with built-in workflows and modules are great. But IDD software with workflows and modules tailored to IDD services are even better. While most EHRs are designed for broader behavioral health needs — which can be time-consuming and costly to configure for IDD services — IDD-specific systems offer bespoke templates, workflows, and modules that reflect how today’s IDD organizations run. 

  2. Your outdated EHR doesn’t include any of the latest AI-powered solutions.

    Recording sessions, tracking IDD trends, and ensuring clinical notes are accurate and up to date can require significant time and further strain providers’ workloads. But EHRs with integrated AI tools can speed up and streamline notetaking and progress monitoring to save providers' time. 

    Providers can record client sessions with an on-the-go, AI-powered ambient documentation solution, then receive instant summarized case notes. This tool supports an organization’s operational needs and enables providers to spend more and better-quality time with their clients. 

  3. Your outdated EHR is overwhelming and difficult to use. 

    The right EHRs are built around the most relevant user experience, providing the right information to the right person at the right time. Organizations should look for EHRs with role-based modular designs, intuitive dashboards, and easy use. Providers and staff should be able to communicate easily within the platform and access information with little work. 

  4. Your outdated EHR doesn’t support regulatory compliance for IDD providers.

    In IDD services, like much of healthcare, regulations are constantly changing. To keep pace, organizations need IDD software that can quickly adapt to accommodate new rules and requirements. Look for a solution that automatically tracks compliance-related tasks and deadlines. This capability helps everyone know exactly what needs to be completed and by when. 

  5. Your outdated EHR isn’t ready for industrywide documentation standardization. 

    The IDD services field continues to lack documentation standardization that centralizes efforts and helps organizations understand the inequities their IDD clients might face. Top EHRs, however, can support outcomes-focused documentation and provide coding updates that align with shifting standards. 

    Organizations should look for EHRs that support structured, searchable documentation using configurable templates, which will make for the easiest updating over time.

  6. Your outdated EHR doesn’t support different payment structures. 

    It’s important to find an EHR that can support your organization’s payment structure, whether that’s a fee-for-service, a cost-based service, or a value-based service model. The right EHRs automatically capture outcome-based documentation and configure billing to payer-specific rules for improved claims submission and more accurate and complete payment. Some EHRs can even help organizations prepare for managed care or performance-based contracting by automatically identifying individuals’ needs and connecting them to valued outcomes. 

Addressing the Future of IDD AI Tools: What Practice Owners Are Saying 

AI is making waves across all areas of healthcare and direct support, though many IDD organizations are hesitant to adopt these tools due to feasibility and safety concerns. 

To provide clarity around IDD AI tools and use cases, Core Solutions, developer of IDD and other behavioral healthcare technology, hosted an executive roundtable called “Shaping the Future of IDD and ASD [Autism Spectrum Disorder] Services.” Here are key takeaways from the informative conversation. 

The State of IDD Support: Needs and Barriers to Digital Transformation 

Across IDD specialties, leaders have many ideas of how they can leverage AI to meet provider needs and better serve their clients, but internal and external pressures are making it difficult for organizations to adopt these solutions. 

Challenges Facing Providers Who Serve the IDD Population 

IDD organizations are facing an ongoing staffing crisis, a lack of provider training, and widespread insurance challenges — especially today. Leaders are bracing for Medicaid cuts and the potential cancellation of the 90% federal match rates for the Affordable Care Act (ACA) expansion. 

Considering these challenges, many leaders are concerned about changes to work requirements for people with disabilities, declining care access, and the possible end to IDD waivers by the Centers for Medicare & Medicaid Services (CMS). 

In Pennsylvania, for example, no provider has received the most enhanced of three different rate levels put in place to establish performance-based contracting, and nearly all family support models are facing limited support. At the same time, organizations are gearing up for the “silver wave” of retirees who will need Medicaid funding and experiencing pressure to adopt EHRs with few resources for effective implementation. 

In these uncertain times, IDD AI adoption may seem like a low priority, but the efficiency it creates for backend operations and the care delivery areas it can support are hot topics among IDD leaders. 

What Leaders Would Most Like To See From IDD AI Technology 

At Core Solutions’ roundtable, leaders discussed several AI use cases that could drive the highest impact. 

  Lower Burnout and Churn Rates for DSPs

According to ANCOR, DSP turnover rates have hovered around 40%, putting intense strain on organizations. To better support DSPs and reduce workloads, some leaders are considering using AI to aid in clinical decision-making, scheduling, notetaking, and reporting.

 More Positive Outcomes

IDD AI can help organizations share and learn from the massive datasets that machine learning solutions can gather, said several roundtable attendees. Leaders are looking to use the technology to compare similar client profiles and identify effective protocols — strategies that align well with the value-based care and payment structure. 

  Better Documentation To Support Consistent Revenue Streams

Inaccurate or non-compliant provider notes often lead to missed billing opportunities, denials, or claw backs. IDD AI tools like ambient listening and documentation solutions simplify complex provider interactions with hands-free recording, summarize notes, and help ensure accurate billing and coding — which generates more revenue for the organization. 

  Enhanced Person-Centered Support

Roundtable attendees stressed the importance of using IDD AI tools to provide more personalized care planning that offers clients educational materials and resources for living an independent life. Some AI solutions can support clinical decision-making and create learning paths that empower IDD clients along their journeys. 

Learnings for IDD Healthcare Leaders From Recent AI Explorations 

While the benefits of IDD AI are impressive, the tools are still raising some questions among leaders hesitant to make a purchase. Leaders at the roundtable discussed the biggest obstacles standing in the way of fair and safe AI usage: 

  1. Hurdles To Trust and Belief in IDD AI Technology 

    Large language models (LLMs) are the engine driving AI data outputs, but despite their processing power, they have multiple weaknesses, shared Core Solutions President Ravi Ganesan. These include: 

    • Data dependency. LLMs are only as good as the quality of the data they learn from. 

    • Limited understanding and context. Current AI tools don’t understand the information or context they’re providing. 

    • Inaccurate or unreliable outputs. Poor sources may produce factually incorrect or biased information. 

    • Ethical and legal challenges. AI may illegally share intellectual property, manipulative content like deep fakes, and harmful information. 

    Ganesan warned that IDD leaders should also consider the level of autonomy AI tools have, accountability for AI-based decisions, and how organizations are informing clients of AI usage. With transparency and careful planning, Ganesan says, organizations can mitigate these risks. 

  2. Supporting the Ethical and Safe Use of AI for IDD Service Delivery 

    As Ganesan says, AI can’t have full autonomy in clinical settings. The stakes are too high to not have human decision-making, reporting, and billing procedures. 

    The human element of IDD AI use extends beyond implementation. Organizations should assess how AI models are built and what data informs their outputs. Reputable vendors should be able to produce a model card, Ganesan said, which shares this information and acts as a tool to make a more informed buying decision. 

    Before adopting an AI solution, ask some critical questions: How does the AI make approval determinations on claims? What kind of bias does the model perpetuate? How can we merge human agency with AI tools to get the biggest benefits out of the solution? 

    By being transparent, getting informed consent, and examining what information the AI will use, IDD providers are more likely to have the confidence and certainty needed to pursue and adopt AI tools that deliver on all of their goals. 

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Chapter 2

Functionalities That Set Apart the Top IDD Software Platforms

How to Identify the Right IDD Software for Your Organization’s Needs
Chapter 1

IDD software like advanced EHRs can help organizations accomplish many different tasks, from streamlining communication to boosting revenue cycle management (RCM) procedures.  

But not every EHR is the same as the next, and many offer functionalities that aren’t relevant to IDD services at best or simply don’t come with integrated capabilities at worst. Choosing an EHR requires IDD organization leaders to carefully assess their needs and evaluate the technology capabilities they simply can’t work without in the short and long term. 

Here’s what to look for in the right solution — and how enhanced IDD software can make all the difference in your organization’s care delivery, RCM, and more.  

7 Ways Software Improves Care Quality for Organizations Serving the IDD Community 

Determining the potential operational and efficiency gains of adopting a new EHR is important. But assessing the projected impact of the solution on service quality and revenue management is just as critical. 

The EHR you select will directly impact your organization’s ability to coordinate care and help clients within the IDD community live their best lives, so it’s best to choose carefully. 

6 Ways IDD EHR Use Improves Quality of Services 

Here are six areas to consider when comparing IDD EHR options. 

  1. Workflow Support for Evidence-Based Practices 

    In the IDD space, workflows help providers in various specialties collaborate and provide holistic support for clients. When those providers are saddled with outdated workflows, the strain of manual tasks can quickly lead to burnout, errors, and even turnover. 

    Advanced EHRs come with integrated evidence-based workflows that automate processes and help care teams make the right decisions. Customizable workflows offer task checklists and automated documentation to support billing procedures. 

  2. Client Empowerment

    When clients and families are unable to engage effectively in the care process, they often feel excluded and disempowered. EHRs, however, enable clients to communicate directly with providers, schedule appointments, review educational materials, and manage payments, all from a single central and secure platform. 

  3. Unified Person-Centered Care Planning 

    Acording to the Administration for Community Living, person-centered care planning is a process for selecting and organizing the services and supports a person with a disability may need to live and thrive in their community. In this model, the client directs the process in collaboration with family, caregivers, and providers. 

    The right EHR platform can translate each client need into a valued outcome via a comprehensive assessment. At the same time, supervisors can assign tasks to team members to ensure everyone works toward achieving those outcomes. The automated process minimizes the likelihood of missed services and enhances accountability for person-centered planning. 

  4. Care Coordination

    EHRs can help facilitate the integrated care coordination that’s necessary for serving people within the IDD community. Through secure industry data-sharing standards, providers across the care continuum can share information in real time and get a complete view of a client’s service history to better identify health risks, manage chronic conditions more effectively, and avoid duplication of services.

  5. Documentation and Revenue Cycle Management Support

    The right IDD care software will offer reporting that assists in quickly recording behaviors, interventions, and outcomes, while also providing easy access to assessments within workflows. By accessing automated, structured, and streamlined documentation, staff can more easily compare performance against targets. 

    Top EHRs also offer embedded revenue cycle management capabilities, which enable teams to track clients by payer type, ensure claims are accurate, and use customized rules to prevent bad claims. 

  6. Improved Medication Management and Reduced Serious Incident Reporting 

    IDD software with medication adherence monitoring capabilities can flag potential drug interactions, dosing, or allergies.  

    Research published in Frontiers in Psychiatry notes that IDD clients face a higher risk of medication-related harm and inappropriate prescribing, primarily because these clients often experience co-occurring conditions. Providers can stay on track with medication dispensing, refilling prescriptions, and scheduling follow-ups by using an EHR’s automated task triggering capability. 

How EHRs Support Integrated Care for Individuals With a Diagnosis of IDD

The National Association for the Dually Diagnosed (NADD) reports that 35% of individuals with a diagnosis of IDD also experience a mental health condition. A 2022 study found that individuals with IDD are at higher risk of having depression, bipolar disorder, anxiety disorders, impulse control disorders, and other conditions.   

To care for these clients, providers need to take an integrated, whole-person approach by collaborating with providers in different specialties to account for the intertwining nature of dual diagnoses. 

An advanced IDD EHR enhances this kind of whole-person care and care coordination, enabling providers to work together more effectively for the betterment of their clients. 

5 Must-Haves for IDD Care Coordination Software 

To enhance care coordination and collaboration, consider an IDD EHR with these five capabilities.

  1. Protected Information Sharing

    DSPs, primary care physicians, counselors, speech pathologists, and a number of other professionals must work together to care for clients with a dual diagnosis of IDD and other conditions. 

    With an advanced EHR, these providers can share accurate information about a client’s co-occurring conditions, securely access outcomes data, and better collaborate with families, caregivers, and each other to deliver integrated care. 

  2. Interoperable Systems

    Interoperability is critical to ensuring providers and staff don’t waste valuable time manually managing secure communications. Top EHRs use standard industry frameworks such as HL7, FHIR, and USCDI standards to enable such interoperability, allowing providers across the continuum to share information efficiently. 

    Interoperability has been shown to reduce costs and improve client safety by minimizing redundant services. For clients with a diagnosis of IDD, such coordination creates seamless integrations across care settings, group homes, private therapy practices, schools, camps, and home and community-based services, all in service of delivering the best integrated care possible.  

  3. IDD-Focused Documentation Simplifies Recording of Behaviors and Interventions 

    In the IDD space, providers and DSPs must link documentation of behaviors to outcomes that can often be difficult to observe. Additionally, documentation of IDD services often takes place over the course of months or even years. 

    An EHR with embedded documentation prompts, however, empowers staff to better ensure the completion and accuracy of documentation, while tracking progress according to individualized goals. 

  4. Templated IDD Service Workflows 

    EHRs with built-in steps for IDD service workflows help ensure smooth handoffs, more consistent service delivery, and more accurate payments. Staff can set custom business rules and then receive notifications to stay informed and on track. Software specifically designed for the IDD space will come with integrated workflows tailored to the needs of IDD care providers. 

  5. Capabilities for Accessing Client Information Anywhere 

    Within the complex coordinated care environment that IDD care requires, providers and staff need to be able to access records when and where they need to. That’s why it’s critical to adopt an IDD EHR with mobile functionality and a cloud-based system. These capabilities allow for secure access to client notes and communications, essentially no matter where the provider is located. 

IDD Software as a Foundation for Better Care Coordination 

For clients with a dual diagnosis of IDD and other conditions, care coordination is crucial to their progress. Organizations with the right technological infrastructure for information sharing and collaboration can drive better outcomes and more effectively care for clients holistically. 

IDD Billing, Payment & Compliance: Key Considerations in IT Solutions 

Some organizations that serve IDD clients often struggle to ensure accurate and thorough documentation — and they tend to face incorrect inputs, missing information, and undercharging as a result. 

With insurance companies ready to issue denials or claw back payments for services they previously agreed to cover, organizations can’t afford to overcharge, undercharge, or document serviced incorrectly. 

The right EHR, however, can support effective IDD billing and coding to improve an organization’s cash flow. 

Ways Technology Is Improving IDD Payment Accuracy and Speed 

AI-backed EHRs can modernize an IDD organization’s financial management, improve their clean claim submissions, and support easier compliance processes. Here’s a look at key IDD billing capabilities you should look for in an EHR. 

Documentation Assists

Documentation Assists

The fee-for-service (FFS) model — which many IDD organizations use — requires organizations to completely document each service. Doing so accurately can reduce the risk of payment denials and support charge integrity. 

Top EHRs format claims for electronic submission, tying each claim to its associated service codes and verifying them against payer rules. With this capability, staff get faster payments and experience fewer denials. 

Easy Claims Tracking and Auditing

Easy Claims Tracking and Auditing

The right EHRs also offer comprehensive tracking, so organizations can monitor denials and rejections and respond quickly when needed. Faster response times lead to more timely and complete payments. 

Tracking and trending payment denials is integral to identifying and resolving documentation and coding errors and missed pre-authorizations. Easy claims retrieval is also essential for minimizing the time and effort needed to comply with audit requests. 

Insurance Eligibility Verification

Insurance Eligibility Verification

KFF research shows that federal and state Medicaid spending is projected to grow at a 3.9% rate through 2025, having reached a staggering $804 billion in 2022. Medicaid is the largest single payer for long-term support services for IDD individuals, yet many clients have dual eligibility through Medicare, so organizations need to be able to facilitate claims within this complex billing process. 

Advanced IDD EHRs with AI-powered solutions can provide real-time eligibility verification, help providers identify potential payment issues (like outdated insurance information), and better ensure accurate documentation. 

Customizable Billing Templates

Customizable Billing Templates

EHRs reduce the need for manual data entry, offering customizable IDD billing templates that align with state requirements and payment rules. Being able to set rules for each payer and adapt them as they change over time minimizes the likelihood of incorrect data entry or omissions. 

Revenue Cycle Management and Custom Dashboards 

Revenue Cycle Management and Custom Dashboards 

It’s difficult for organizations to track financial key performance indicators (KPIs) using paper-based systems or older technologies lacking strong analytics capabilities. But with an EHR with embedded AI technologies, staff and providers are empowered to sort clients by payer type, denial type, and service. They can also use rule iterations and generate reports on revenue cycle management KPIs, like average payment time, denial rates, and payment trends.  

This data enables providers to catch problems faster, identify opportunities for improvement, and make more informed decisions to optimize their revenue cycle processes, while having access to reports helps them quickly see what was billed based on service authorizations. 

Readiness for Performance-Based Contracting

Readiness for Performance-Based Contracting 

While many organizations still use the FFS model, some are switching to the managed care or performance-based contracting model in which teams are financially incentivized to improve care quality and contain costs. 

By providing organizations with a comprehensive view of their business performance and client care, an AI-integrated EHR can help teams improve their care delivery, create more person-centered life plans for IDD clients, and address service gaps. 

Top EHRs provide a thorough financial picture by offering custom dashboards with intuitive data visualizations that help service providers recognize trends in staff productivity, non-billable services, shifts in service utilization, cost of service delivery, revenue trends, and other areas affecting financial and RCM performance. 

Technology Transforming IDD Billing Processes 

IDD organizations are looking to optimize their financial management as they prepare for the future. The right EHR can help with that process by automating charge capture, streamlining IDD billing, and offering AI-powered solutions to reduce errors and staff workloads. 

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Chapter 3

Steps to Ensure a Successful IDD Software Purchase & Implementation

Key Considerations for IDD Software Purchases
Chapter 1

Adopting the right EHR is critical for any IDD service provider. But implementing IDD software, securing buy-in from all users, and ensuring new technologies don’t disrupt operations can be difficult. 

Realizing the benefits of an advanced EHR — automated documentation, outcome tracking, revenue cycle management, improved care coordination, and so much more — hinges on successful training and implementation. With the right approach, organizations can ensure their IDD software helps streamline operations and support the work staff and providers do every day. 

What You Must Know to Achieve Effective IDD EHR Training 

Implementing new technology can be daunting for IDD organizations, as they often require time, resources, and user buy-in — all things that are often hard to come by in fast-paced care environments. 

Taking the time to train users strategically can minimize the burden and help ensure smooth adoption of an IDD EHR. 

Why IDD Training Is Key to Successful Software Adoption  

Research by The Fox Group shows that EHR implementation has historically failed around 20% of the time, typically due to issues like technical and incompatibility issues, as well as improper or inconsistent IDD training with the software. 

To avoid these pitfalls, organizations must implement higher-quality EHR training and set the expectation that providers and staff need to develop greater mastery of the IDD EHR’s many valuable and essential functionalities. Doing so can reduce common implementation challenges and enable users to do their best work. 

IDD Training for EHR Implementation: Overcoming Common Obstacles to Success 

  1. Insufficient time for training. EHR in Practice reports two common implementation mistakes: training every staff member of every EHR element and not spending enough time on training. It’s critical to consider the quality and quantity of the training opportunities you offer and deliver to staff.

  2. Lack of personalization. Personalized, role-based training often works best and allows each user to understand how the EHR will impact and support their day-to-day work. Leaders can cement the value of the EHR through demonstrated applications and lead training alongside specialists (i.e., superusers) for optimal education and information retention.

  3. Need for increased support. Buy-in is crucial to any IDD EHR implementation process. Explaining exactly how the EHR will save the organization time, money, and resources can ensure leaders commit to helping resistant staff feel more comfortable with the new technology. 

Tips for IDD EHR Training

Keep these tips in mind as you prepare for an IDD EHR implementation: 

Secure buy-in from end users.

Clearly communicating how the new technology will improve their work, reduce repetitive tasks, and enable better client communication can help secure buy-in from even the most hesitant staff members. Be sure to also transparently articulate the training plan and adoption timeline.

Address the user’s basic tech literacy skills.

Not all staff members have the same level of technology literacy. Assess your staff’s skills, then adapt your training accordingly to achieve the best results. 

Create training plans based on the needs and workflows of end users. 

Tailor training to each individual role by focusing on specific features that each staff role will rely on. 

Schedule engaging and effective ongoing training. 

Training shouldn’t be a one-and-done situation. Instead, schedule frequent training sessions to keep staff members’ skills sharp. Consider creating more enjoyable and fun activities to keep people better engaged and offering incentives to encourage ongoing progress. Consider ways to celebrate milestones and other successes as well. 

Turn quick learners into superusers. 

These team members can provide training to other staff members and help support those who may be struggling to learn the new system. 

11 Questions to Ask Vendors Before Buying Software for IDD Services 

Vetting EHR vendors is an important step that can help organizations find the software for IDD services that best fits their needs. Knowing what questions to ask a technology vendor about their software can help ensure you ultimately make the right investment.  

Must-Knows for Finding the Best IDD Software 

When determining which EHR vendor is right for your facility, consider your organization’s and staff members’ unique needs. What kinds of roles do you have on your team? What pain points are you hoping to solve? What are your short- and long-term goals? 

After assessing your organizational needs, ask vendors these questions to better determine fit. 

  1. Is your software built specifically for those delivering and receiving IDD services? 

    Mental health clients often need different services than clients with IDD, so your technology should be tailored for your specific clients — not the broader mental health landscape. Evaluate whether the EHR supports the workflows, compliance considerations, forms, and dashboards that your staff and clients need. 

  2. How does your software support person-centered care?

    Ask vendors about the EHR’s ability to support person-centered care and care coordination. Does the platform enable you to communicate effectively with DSPs or caregivers to discuss individual client needs? Can you access client-specific data and analytics to better understand each client? These features can help providers deliver more holistic, integrated, and coordinated care. 

  3. Is the system interoperable?

    Top software for IDD services should integrate seamlessly with the systems that all providers in the care continuum use. Ask how the system supports health information exchange, communication, and collaboration. 

  4. What security functions are included in the software? 

    Security features should also be considered when choosing software for IDD services. What methods of encryption does the software use? How does it handle access control and authentication? Does it include role-based access? 

    Talk to the vendor about how often the system updates. Regular updates can help protect against new security vulnerabilities. 

  5. Do you provide post-implementation support and guidance on integrating regulatory changes? 

    The Office of the National Coordinator for Health Information Technology (ONC) is updating rules for prior authorization, AI usage, and interoperability — and it’s not the first time organizations like the ONC have shifted regulations. 

    EHR vendors should offer long-term support to help organizations respond and adapt to ongoing changes. Ask whether the vendor provides post-implementation support and whether the EHR comes with compliance tracking tools. 

  6. Is the platform built with customizable IDD service templates? 

    The right EHR should enable providers to build service plans and access assessments directly within the platform. Talk with the vendor about what kinds of customizable templates they offer and how teams can modify templates to reflect industry changes. 

  7. How does the EHR support effective task management? 

    Task triggering and evidence-based workflows with interactive checklists help streamline processes and ensure everyone across the care continuum stays on track. These features not only save time but also build in systems of accountability, so nothing falls through the cracks. 

  8. Will the platform support offsite and telehealth use? 

    DSPs and other providers who serve people with IDD regularly visit clients in community settings, so their EHR should provide remote access, auto-Wi-Fi syncing, and telehealth features. 

  9. Is your solution mobile-friendly, or do you offer an app for anytime, anywhere support?

    Likewise, software for IDD services should provide mobile access so providers can coordinate with families and caregivers from anywhere at any time. Can providers easily access client information when on the go? Does the EHR have an encrypted app through which staff can engage with key elements like records, data, or communication features? 

  10. What is your pricing model?

    EHR pricing models vary, but they typically follow one of these common structures: 

    • Subscription-based: Organizations pay a monthly fee for ongoing — and sometimes unlimited — use of the EHR. 

    • Per-user: Organizations pay a set amount per user, typically with the option of adding more users onto the payment plan for additional fees. 

    • Per-organization: Organizations pay either a one-time or a recurring fee for an EHR that all staff and providers have access to. 

    Assess your organization’s needs to determine which pricing model is best for your organization and avoid overpaying for features you do not need. 

  11. How long is a typical rollout, and what can we expect from the experience? 

    To avoid operational disruptions, you’ll want to select a vendor that can get your new system running quickly. Inquire about how long the typical rollout process takes and ask whether the vendor offers a modular design for simpler implementation. Top vendors will also be able to suggest the most efficient and effective way to guide staff through the rollout.  

Narrowing Your List of EHR Vendors 

It’s important to bring up any concerns you might have before partnering with an IDD technology vendor. You want to ensure you adopt the right software for IDD services that’s the best fit for your organization, backed by a vendor prepared to support you as a true partner. 

Ask your team members, leaders, and existing partners what they need for their day-to-day work and take time to understand how the technology will work in practice. Doing so can save you considerable time and resources. 

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Conclusion

Harness the Power of Advanced IDD Software

When implemented effectively, the right IDD software will positively impact all areas of your organization, from strengthening care coordination and empowering clients to driving improved financial performance. Core Solutions’ Cx360 EHR platform offers all the functionalities today’s IDD organizations need to adapt to modern care requirements, including: 

  • Artificial intelligence (AI)-powered tools. AI-backed solutions support documentation, revenue cycle management, and more, enabling your team to better care for IDD clients. 
  • Templated software workflows and performance dashboards customized to the needs and priorities of users by role. With the Cx360 platform, the right information is available to the right user at the right time — all via an intuitive and customizable platform. DSPs can complete assessments, billing staff can use tailored workflows, and everyone can access key data at essentially any time. 
  • Modular design. Rollout and peer-to-peer learning are more efficient thanks to the technology’s consistent design. Service providers can feel confident that their user experience will remain largely the same, no matter where and how they access the platform. 
  • Ongoing vendor support. The Core Solutions team brings decades of collective experience in implementing IDD technologies and supporting IDD organizations. You will receive hands-on guidance for effective training and successful rollouts, followed by continued support as you expand and optimize your use of the Cx360 solution. 

Ready to see what the Cx360 platform can do for your IDD organization? Reach out today for a free demo. 

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