FAQs



    There’s no catch. iSALUS EHR is free. We hope you love it so much that you decide to either outsource your medical billing to our billing experts, or use our unified EHR + Billing Solution to optimize your practice performance.

    iSALUS EHR is Free, Stage 2 Certified for Meaningful Use and includes thousands of out of the box clinical templates. Plus, if you decide to upgrade to an iSALUS billing package, we’re the only Free EHR vendor that doesn’t require a pesky data integration with a billing software in order to bill your claims. That’s because we built iSALUS EHR as part of a truly unified EHR & Billing Software application which requires only a single sign-on, and will never be at risk of losing claims data the way systems with integrations are. Some customers also say iSALUS is the most flexible EHR in healthcare, so you’ll never have to change your workflow to adhere to iSALUS.

    Great question! Since iSALUS is a profitable company with thousands of healthcare providers installed on our platform, we have the capital to finance the offering of a Free EHR which oftentimes leads to happy new Billing Software or Billing Services customers.

    No. iSALUS absolutely does not sell your patient data.

    Yes, the Standard EHR & Billing plan starts at $99/provider + $0.50/claim, and the Premium EHR & Billing plan starts at $329/provider with unlimited claims.

    It’s noteworthy that iSALUS is the only Free Cloud-Based EHR designed from the ground up as a part of a unified EHR & Billing Software Application; other Free EHR programs can only work with billing software applications, even their own, through unidirectional and bi-directional data integrations. This can lead to data and revenue losses when the integration breaks. iSALUS’ EHR is available from a single sign-on, designed by a single vendor and doesn’t require customers to login to a separate EMR & Billing Software systems, or to have to worry about broken data interfaces.

    There are no hidden costs with iSALUS. All fees are transparently annotated on our sign-up page as we are the kind of company that strives to make it insanely easy for you to do business with us.

    iSALUS’ EHR can be up and running, fully-customized for your practice and your workflow in less than 60 days and, if needed, iSALUS can accelerate this if your practice needs to move more rapidly. Please note that the Free EHR Subscription plan only includes (2) hours of 1:1 training, so if you would like additional training and system customizations, iSALUS can do that at a rate of $95/hour. Once you sign-up for an account, you can ask your Senior Practice Advisor how much it would cost for various customizations.

    Yes, iSALUS can import your data for $95/hour. Most patient demographic imports typically take 3-5 hours depending upon the cleanliness of your data file.

    If your practice can provide iSALUS with a .CSV or .XLS file, then we can import Patient Demographics, Insurance Payer Lists, Clinical Data such as Allergies, Medications, Problem Lists, Vitals and Documents, Appointments and Fee Schedules.

    You may also pay iSALUS $95/hour to have an iSALUS Technology Expert help you export your current system’s data if that’s proving to be difficult.

    Yes, iSALUS customers may export their data for free at any time. You may also continue to pay iSALUS for read only access to your data.

    You can review iSALUS’ Terms of Service by visiting: http://www.isalushealthcare.com/terms-of-service

    During your first 30 days as a Free EHR customer, you’ll have access to a Senior Practice Advisor who can help you setup your account. You’ll receive (2) free hours of 1:1 training to help you setup your account, and if you need more assistance, you simply call us & let us know. Our Senior Practice Advisors can help you structure your EHR to do almost anything you need it to do. The fee for additional training/customization is $95/hour for any additional 1:1 training & customizations. You’ll also have unlimited, free access to training videos & group training webinar sessions.

    Once you exceed your first 30 days as a Free EHR customer, you will have email support which means you simply email us with any questions you might have. Should you experience a level-1 or level-2 support issue, as defined below, we encourage you to call us so we can help you troubleshoot it.

    We also provide free phone support (24) hour support (7) days per week for critical level-1 issues. Please refer to the description of a level-1 issue below for more details. Support for non level-1 issues after-hours is also available for a per incident rate of $150 each.

    Support is closed on the following company holidays: New Year's Day*, Memorial Day, Independence Day*, Labor Day, Thanksgiving Day, Black Friday (Day after Thanksgiving), Christmas Eve* and Christmas Day*.

    * If the holiday falls on a Saturday, it is observed on the Friday preceding. If the holiday falls on a Sunday, it is observed on the following Monday.

    iSALUS is dedicated to providing our clients systems that are available whenever and wherever you do business with an exceptional level of reliability.

    Service Level Agreement. iSALUS will respond to service level notifications and will use commercially reasonable efforts to resolve each reported error or issue by providing such service to correct errors in accordance with the response timetable set forth below. In the event that Tier 1 assistance is required, response timeframes may be adjusted to reflect any response delays. The following response times specify the level of response given to an error based upon the assigned severity level.

    Level Definition Initial Response Update Frequency Effort

    1

    System problem that has resulted in a down situation in which a client is unable to access the system.
    ·  All users unable to log on to system
    ·  Real-time interface(s) down
    30 Minutes Every 60 Minutes Work Continuously to Resolve
    2 The impact on the client’s operations is high but not critical.  This can include:
    ·  Poor system response time which impairs the completion of normal workloads
    ·  Users unable to perform significant patient related functions
    ·  Unable to process claims or payments
    Within 4 Hours Every 24 Hours Continuous During Business Hours
    3 Problem that does not seriously affect the client’s operations. A Category 1 or 2 Problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem. Within 1 Business Day Once a Week Normal Business Hours
    4 All other problems with system other than those in the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications. Within 1 Business Day Hot Fixed or Release Cycle Normal Business Hours

    Since iSALUS EHR is a centrally hosted, cloud-based application it does not require any servers or expensive equipment. Instead, all you need a Windows Based PC that meets our Recommended Hardware & Technical Specifications. We ask that these specifications be met prior to completing implementation for optimal functionality.

    iSALUS requires Windows Internet Explorer to operate. Several current iSALUS customers use iSALUS on their Macs by installing virtualization software such as Parallels Desktop for Mac or VMWare Fusion with a legal copy of the Windows Operating System installed.

    Data security is of paramount importance. That’s why it's good to know that with iSALUS, your records are stored and continuously backed-up using security procedures that exceed HIPAA regulations. We utilize a nationally recognized and accredited data center to store data in a SAS 70 Type II compliant, state-of-the-art data center in the cloud, protected with 256-bit encryption. You can rest assured knowing your data is safe without compromising patient record confidentiality.

    Yes, iSALUS is certified for Stage 1 and Stage 2 Meaningful Use by the Drummond Group. For more information about watch our Meaningful Use video.

    Yes, we’ve been in business for over 15 years, and have developed thousands of templates for all major specialties. If for some reason, we don’t have templates for your current specialty, iSALUS will help you build them according to your expectations.

    Yes. If your practice requires a customized template, you can work with one of our certified experts to completely build customized templates to meet your specific needs for $95/hour once you’ve exceeded your allotment of (2) hours of 1-1 Training and/or Template Customization.

    We understand lab interfaces are a key component to managing your practice, so we've partnered with Atlas Development, a cloud-based and nationally recognized leader in connecting medical clinicians with desired lab / diagnostic testing facilities. This interconnectivity allows iSALUS' clients to accelerate the lab onboarding process within your practice’s workflow.

    Visit our Partner Laboratories page to see a full listing of laboratories iSALUS is connected with in order to streamline your lab ordering and results workflow.

    Yes, most likely. iSALUS connects to thousands of pharmacies across the US.

    Our Free EHR clients may store up to 2GB of documents for free. This number doesn’t grow each month, it just remains as a 2GB max. If customer’s exceed 2GB, you simply pay iSALUS $10/GB of overages each month. For example, if a 1 provider practice were to have 3GB of total storage, they would pay iSALUS $10/month in overages each month.

    You will only pay iSALUS $99 per provider, per month plus $0.50 per claim entered in the system. iSALUS reserves the right to charge for the higher of eClaims submitted, ERA’s received or RTE’s should the client choose to not submit claims electronically.

    iSALUS customers using the Standard software package pay a monthly subscription cost for each healthcare provider and $0.50/claim entered in the system. There are also optional a la carte products and services that customers may elect to use for an additional fee each month.

    iSALUS invoices customers the first week of each month. Your first invoice will include a prorated amount due from the previous month, plus the amount due in advance for the current month.

    iSALUS bills for provider licenses in advance, so you will pay your monthly per provider licenses costs in advance each month.

    iSALUS invoices customers for claims entered in the system the month subsequent to the month during which the customer entered the claims, this means you will pay for claims usage the month claims are entered.

    Any active system user entered in the iSALUS software who is or has ever been associated with an appointment, electronic superbill, electronic claim, paper claim or e-prescription. These are all of the activities a provider would typically engage in, so iSALUS tracks these things closely to account for active providers.

    The Standard Subscription edition pricing was designed with Non Physician Providers in mind, so the fees are intentionally low to account for the needs of Non Physician Providers. Therefore, there are no discounts for Non Physician Providers available on the Standard subscription edition.

    No, customers who sign-up for iSALUS on the internet have no cancellation penalties or setup fees.

    No, there are no hidden costs with iSALUS. We’re not that kind of a company.

    iSALUS’ EHR can be up and running, fully-customized for your practice and your workflow in less than 60 days and, if needed, iSALUS accelerate this if your practice needs to move more rapidly. As for the medical billing software, practices can be submitting e-claims within 2-4 weeks depending on their timeline requirements. All new customers should inform their Senior Practice Advisor as to their expected timeline so that iSALUS can help you perform according to your expectations.

    Yes, if your practice provides iSALUS with a .CSV or .XLS file, for $95/hour we can import Patient Demographics, Insurance Payer Lists, Clinical Data such as Allergies, Medications, Problem Lists, Vitals and Documents, Appointments & Fee Schedules.

    If you are having a hard time exporting data from your current system, you may also pay iSALUS $95/hour to have an iSALUS Technology Expert help you export your current system’s data.

    Yes, iSALUS customers may export their data for free at any time. You may also continue to pay iSALUS for read only access to your data.

    On average, it takes 2-4 weeks to complete clearinghouse enrollments assuming you are credentialed with the insurance company; however, iSALUS can accelerate this for some commercial carriers & allow you to submit claims more quickly if your timeline requires rapid on-boarding. Be sure to let your Senior Practice Advisor know of any timeline expectations during your Welcome Call.

    iSALUS is dedicated to providing our clients systems that are available whenever and wherever you do business with an exceptional level of reliability.

    Service Level Agreement. iSALUS will respond to service level notifications and will use commercially reasonable efforts to resolve each reported error or issue by providing such service to correct errors in accordance with the response timetable set forth below. In the event that Tier 1 assistance is required, response timeframes may be adjusted to reflect any response delays. The following response times specify the level of response given to an error based upon the assigned severity level.

    Level Definition Initial Response Update Frequency Effort

    1

    System problem that has resulted in a down situation in which a client is unable to access the system.
    ·  All users unable to log on to system
    ·  Real-time interface(s) down
    30 Minutes Every 60 Minutes Work Continuously to Resolve
    2 The impact on the client’s operations is high but not critical.  This can include:
    ·  Poor system response time which impairs the completion of normal workloads
    ·  Users unable to perform significant patient related functions
    ·  Unable to process claims or payments
    Within 4 Hours Every 24 Hours Continuous During Business Hours
    3 Problem that does not seriously affect the client’s operations. A Category 1 or 2 Problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem. Within 1 Business Day Once a Week Normal Business Hours
    4 All other problems with system other than those in the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications. Within 1 Business Day Hot Fixed or Release Cycle Normal Business Hours

    Since iSALUS EHR is a centrally hosted, cloud-based application it does not require any servers or expensive equipment. Instead, all you need a Windows Based PC that meets our Recommended Hardware & Technical Specifications. We ask that these specifications be met prior to completing implementation for optimal functionality.

    iSALUS requires Windows Internet Explorer to operate. Several current iSALUS customers use iSALUS on their Macs by installing virtualization software such as Parallels Desktop for Mac or VMWare Fusion with a legal copy of the Windows Operating System installed.

    Data security is of paramount importance. That’s why it's good to know that with iSALUS, your records are stored and continuously backed-up using security procedures that exceed HIPAA regulations. We utilize a nationally recognized and accredited data center to store data in a SAS 70 Type II compliant, state-of-the-art data center in the cloud, protected with 256-bit encryption. You can rest assured knowing your data is safe without compromising patient record confidentiality.

    We’re different than the rest in two principal ways.

    ONE. iSALUS Healthcare was built around flexibility. With iSALUS, you have the capacity to shape and mold the system to adhere to your workflows. Nearly every aspect of iSALUS can be configured or adjusted to meet your expectations, not forcing busy practitioners to conform to the software.

    TWO. iSALUS’ Electronic Health Records and Billing Software are truly unified in a single database with a single user sign on. Many Electronic Health Records and Billing Software vendors require users to have two separate systems that communicate through a software bridge that passes patient demographics, appointments and claims data back and forth which can be risky and problematic. See the iSALUS difference for yourself by requesting a personal demo or call us direct at 888-255-6148.

    Yes, iSALUS is certified for Stage 1 and Stage 2 Meaningful Use by the Drummond Group. For more information about watch our Meaningful Use video.

    Yes, we’ve been in business for over 15 years, and have developed thousands of templates for all major specialties. If for some reason, we don’t have templates for your current specialty, iSALUS will help you build them according to your expectations.

    Yes. If your practice requires a customized template, you can work with one of our certified experts to completely build customized templates to meet your specific needs for $95/hour once you’ve exceeded your allotment of (8) hours of 1-1 Training and/or Template Customization.

    We understand lab interfaces are a key component to managing your practice, so we've partnered with Atlas Development, a cloud-based and nationally recognized leader in connecting medical clinicians with desired lab / diagnostic testing facilities. This interconnectivity allows iSALUS' clients to accelerate the lab onboarding process within your practice’s workflow.

    Visit our Partner Laboratories page to see a full listing of laboratories iSALUS is connected with in order to streamline your lab ordering and results workflow.

    Yes, most likely. iSALUS connects to thousands of pharmacies across the US.

    Standard package clients may store up to 10GB of documents for free. This number doesn’t grow each month, it just remains as a 10GB max. If client exceeds 10GB, you simply pay iSALUS $10/GB of overages each month. For example, if a 1 provider practice were to have 11GB of total storage, they would pay iSALUS $10/month in overages each month.

    iSALUS' pricing is simple. Only pay $329 per provider, per month.

    iSALUS customers using the Premium software package pay a monthly subscription cost for each healthcare provider. There are also optional a la carte products and services that customers may elect to use for an additional fee each month.

    iSALUS invoices customers the first week of each month. Your first invoice will include a prorated amount due from the previous month, plus the amount due in advance for the current month.

    iSALUS bills for provider licenses in advance, so you will pay your monthly per provider licenses costs in advance each month.

    Any active system user entered in the iSALUS software who is or has ever been associated with an appointment, electronic superbill, electronic claim, paper claim or e-prescription. These are all of the activities a provider would typically engage in, so iSALUS tracks these things closely to account for active providers.

    Yes, providers without an MD or DO credential will receive 50% off the list pricing on the Premium Subscription edition.

    No, customers who sign-up for iSALUS on the internet have no cancellation penalties or setup fees.

    No, there are no hidden costs with iSALUS. We’re not that kind of a company.

    iSALUS’ EHR can be up and running, fully-customized for your practice and your workflow in less than 60 days and, if needed, iSALUS accelerate this if your practice needs to move more rapidly. As for the medical billing software, practices can be submitting e-claims within 2-4 weeks depending on their timeline requirements. All new customers should inform their Senior Practice Advisor as to their expected timeline so that iSALUS can help you perform according to your expectations.

    Yes, if your practice provides iSALUS with a .CSV or .XLS file, we can import Patient Demographics, Insurance Payer Lists, Clinical Data such as Allergies, Medications, Problem Lists, Vitals and Documents, Appointments & Fee Schedules.

    Premium Subscription Customers may also elect to have an iSALUS Technology Expert help you export your current system’s patient demographic data free of charge.

    Yes, iSALUS customers may export their data for free at any time. You may also continue to pay iSALUS for read only access to your data.

    On average, it takes 2-4 weeks to complete clearinghouse enrollments assuming you are credentialed with the insurance company; however, iSALUS can accelerate this for some commercial carriers & allow you to submit claims more quickly if your timeline requires rapid on-boarding. Be sure to let your Senior Practice Advisor know of any timeline expectations during your Welcome Call.

    We provide telephone support during normal business hours (8:00am - 6:00pm EST). Level 1 issue support is available twenty-four (24) hours per day, seven (7) days per week on an on-call basis. If you encounter an emergency situation, we also offer after-hours, on-call support. After-hours support incidents, except for Category 1 issues (defined below), are billed per incident at a rate of $150 each.

    Support is closed on the following company holidays: New Year's Day*, Memorial Day, Independence Day*, Labor Day, Thanksgiving Day, Black Friday (Day after Thanksgiving), Christmas Eve* and Christmas Day*.

    * If the holiday falls on a Saturday, it is observed on the Friday preceding. If the holiday falls on a Sunday, it is observed on the following Monday.

    iSALUS is dedicated to providing our clients systems that are available whenever and wherever you do business with an exceptional level of reliability.

    Service Level Agreement. iSALUS will respond to service level notifications and will use commercially reasonable efforts to resolve each reported error or issue by providing such service to correct errors in accordance with the response timetable set forth below. In the event that Tier 1 assistance is required, response timeframes may be adjusted to reflect any response delays. The following response times specify the level of response given to an error based upon the assigned severity level.

    Level Definition Initial Response Update Frequency Effort

    1

    System problem that has resulted in a down situation in which a client is unable to access the system.
    ·  All users unable to log on to system
    ·  Real-time interface(s) down
    30 Minutes Every 60 Minutes Work Continuously to Resolve
    2 The impact on the client’s operations is high but not critical.  This can include:
    ·  Poor system response time which impairs the completion of normal workloads
    ·  Users unable to perform significant patient related functions
    ·  Unable to process claims or payments
    Within 4 Hours Every 24 Hours Continuous During Business Hours
    3 Problem that does not seriously affect the client’s operations. A Category 1 or 2 Problem that has been temporarily resolved with a workaround may be categorized thereafter as a Category 3 Problem. Within 1 Business Day Once a Week Normal Business Hours
    4 All other problems with system other than those in the categories above. This category includes errors in documentation and instances when the system does not operate strictly according to specifications. Within 1 Business Day Hot Fixed or Release Cycle Normal Business Hours

    Since iSALUS EHR is a centrally hosted, cloud-based application it does not require any servers or expensive equipment. Instead, all you need a Windows Based PC that meets our Recommended Hardware & Technical Specifications. We ask that these specifications be met prior to completing implementation for optimal functionality.

    iSALUS requires Windows Internet Explorer to operate. Several current iSALUS customers use iSALUS on their Macs by installing virtualization software such as Parallels Desktop for Mac or VMWare Fusion with a legal copy of the Windows Operating System installed.

    Data security is of paramount importance. That’s why it's good to know that with iSALUS, your records are stored and continuously backed-up using security procedures that exceed HIPAA regulations. We utilize a nationally recognized and accredited data center to store data in a SAS 70 Type II compliant, state-of-the-art data center in the cloud, protected with 256-bit encryption. You can rest assured knowing your data is safe without compromising patient record confidentiality.

    We’re different than the rest in two principal ways.

    ONE. iSALUS Healthcare was built around flexibility. With iSALUS, you have the capacity to shape and mold the system to adhere to your workflows. Nearly every aspect of iSALUS can be configured or adjusted to meet your expectations, not forcing busy practitioners to conform to the software.

    TWO. iSALUS’ Electronic Health Records and Billing Software are truly unified in a single database with a single user sign on. Many Electronic Health Records and Billing Software vendors require users to have two separate systems that communicate through a software bridge that passes patient demographics, appointments and claims data back and forth which can be risky and problematic. See the iSALUS difference for yourself by requesting a personal demo or call us direct at 888-255-6148.

    Yes, iSALUS is certified for Stage 1 and Stage 2 Meaningful Use by the Drummond Group. For more information about watch our Meaningful Use video.

    Yes, we’ve been in business for over 15 years, and have developed thousands of templates for all major specialties. If for some reason, we don’t have templates for your current specialty, iSALUS will help you build them according to your expectations.

    Yes. As a Premium Customer you qualify for (12) hours of training and template customizations. If your practice requires a customized template, you can work with one of our certified experts to completely build customized templates to meet your specific needs.

    We understand lab interfaces are a key component to managing your practice, so we've partnered with Atlas Development, a cloud-based and nationally recognized leader in connecting medical clinicians with desired lab / diagnostic testing facilities. This interconnectivity allows iSALUS' clients to accelerate the lab onboarding process within your practice’s workflow.

    Visit our Partner Laboratories page to see a full listing of laboratories iSALUS is connected with in order to streamline your lab ordering and results workflow.

    Yes, most likely. iSALUS connects to thousands of pharmacies across the US.

    Premium package clients may store up to 20GB of documents for free. This number doesn’t grow each month, it just remains as a 20GB max. If client exceeds 20GB, you simply pay iSALUS $10/GB of overages each month. For example, if a 1 provider practice were to have 21GB of total storage, they would pay iSALUS $10/month in overages each month.