The implementation of CareTime is designed to be efficient and user-focused, with support provided throughout each phase. The process is typically completed within 2 to 6 weeks, depending on the size and complexity of the agency.
Initial Consultation and Needs Assessment The process begins with discovery meetings to assess the agency’s structure, workflow, and compliance needs. This helps tailor the configuration and training approach.
System Configuration and Setup CareTime is configured to match the organization’s operations, including scheduling, visit verification, payer configurations, and employee roles.
Data Migration If transitioning from another system, historical client, employee, and visit data may be imported into CareTime’s platform.
Staff Training Live or on-demand training sessions are provided for administrators, caregivers, and schedulers. Custom user guides and walkthroughs are often included.
Testing and Pilot Runs A short test period or pilot phase is conducted to verify functionality and address any issues before full-scale rollout.
Go-Live and Post-Implementation Support Once live, CareTime provides support to ensure users adapt smoothly and the system runs efficiently.
This phased and structured approach ensures minimal disruption while optimizing staff readiness and system performance.
Customisation
CareTime is designed with flexibility to adapt to various operational needs, especially within home care, personal care, and Medicaid-funded service agencies.
Configurable Service Types and Programs Agencies can set up custom service types (e.g., personal care, respite, private duty) to align with payers or contracts.
Custom Workflows and User Roles The platform allows organizations to define user access, permissions, and workflows to mirror internal processes.
State-Specific Compliance Settings CareTime is compatible with multiple state EVV (Electronic Visit Verification) systems and can be tailored for specific compliance reporting.
Integration Options Custom integration with payroll systems, billing software, and other third-party platforms is available to improve data flow and automation.
Forms and Documentation Agencies can tailor care plans, assessment forms, and visit documentation fields to meet their documentation and audit standards.
Additional Costs
While CareTime operates primarily on a subscription-based pricing model, there may be a few additional costs depending on agency requirements.
Setup or Implementation Fees A one-time setup fee may be charged, especially for data migration, EVV configuration, and system personalization. This can range depending on agency size and complexity.
Monthly Subscription Fee Pricing is typically based on the number of active clients or users. This fee includes access to the platform, updates, and most standard features.
Add-on Services Optional features like advanced reporting, custom integrations, or SMS/text communications may incur extra charges.
Training and Onboarding Support Basic training is usually included, but some agencies may choose premium onboarding packages for deeper support or in-person sessions.
Technical Support and Maintenance Ongoing technical support is generally included in the subscription. However, agencies requiring extended service levels or custom support hours may pay additional fees.
Compliance and EVV State Fees In states with EVV mandates, integration with specific aggregators (e.g., Sandata, HHAeXchange) may have associated costs.
Training
CareTime provides robust onboarding support and training resources to ensure that agencies and their staff are confident and competent in using the platform effectively from the start.
Initial Onboarding Sessions Upon signup, agencies are assigned an onboarding specialist who guides them through system configuration and helps ensure the platform is aligned with their workflow.
Live Training Webinars Regular live sessions are conducted to walk users through core functionalities, including scheduling, EVV, billing, and caregiver documentation.
Role-Based Training Modules Training is tailored by user role—admin, caregiver, scheduler, and billing staff—so each team member receives only the information relevant to their function.
Self-Service Learning Materials A library of videos, FAQs, and step-by-step guides is available within the platform, allowing users to learn at their own pace and revisit materials as needed.
One-on-One Support (as needed) Agencies with more complex workflows or customization needs may receive one-on-one training sessions during onboarding or on request.
Ongoing Technical and Functional Support After implementation, CareTime continues to offer support via email, chat, or phone. Tickets are handled based on priority levels to ensure timely resolution.
Dedicated Customer Success Manager For agencies at scale, a dedicated success manager may be assigned to help with best practices, performance reviews, and long-term planning.
Security Measures
CareTime prioritizes the confidentiality, integrity, and availability of client and agency data, with multiple safeguards built into the system.
HIPAA Compliance The platform is fully compliant with HIPAA regulations, ensuring patient health information (PHI) is handled and stored securely.
Data Encryption All data is encrypted both in transit and at rest using industry-standard encryption protocols (e.g., HTTPS, SSL, and AES-256).
Role-Based Access Controls Access to system features and data is restricted based on user roles, minimizing exposure and unauthorized access.
Audit Trails and Activity Logging All actions performed in the system are logged, allowing administrators to track changes, monitor behavior, and conduct audits.
Secure Hosting Environment CareTime uses reputable cloud hosting providers with certified data centers, ensuring high levels of physical and digital security.
Multi-Factor Authentication (MFA) Optional MFA can be enabled to enhance login security and reduce the risk of unauthorized access.
Regular Security Audits and Monitoring The platform undergoes periodic security reviews, vulnerability assessments, and real-time monitoring to detect and mitigate threats promptly.
Updates
CareTime follows a continuous improvement model with regular software updates that enhance functionality, fix bugs, and maintain regulatory compliance.
Frequent Incremental Updates Updates are typically rolled out on a monthly or bi-monthly basis, depending on the nature of enhancements or regulatory changes.
Automatic Deployment Most updates are applied automatically in the cloud environment without requiring user intervention, minimizing downtime or manual effort.
Feature Announcements and Release Notes Users are notified of new features, enhancements, and changes via in-app notifications, emails, or the help center, often accompanied by guides or demo videos.
EVV and Compliance Adaptations Updates are prioritized when EVV aggregator requirements or state Medicaid rules change, ensuring agencies remain compliant without disruption.
User Feedback Integration CareTime collects feedback from users regularly and incorporates high-demand feature requests into future updates.
Testing and Quality Assurance Before deployment, updates undergo rigorous internal testing to ensure they do not interrupt existing workflows or introduce system instability.
Data Ownership and Portability
CareTime maintains a transparent and customer-first approach to data ownership, ensuring that agencies have control and access to their information at all times.
Client Ownership of Data All data entered into the CareTime platform—including patient records, visit logs, billing details, and documentation—is owned by the subscribing agency. CareTime acts solely as a data processor.
Data Access at Any Time Agencies can access and export their data at any time through built-in tools such as reports, downloads, or custom export functions, ensuring full visibility and control.
Structured Data Portability Data is provided in commonly accepted formats (CSV, Excel, etc.) for easy transfer, should the agency decide to transition to another system or require backups for audits and compliance.
Data Retention Policy CareTime retains agency data for as long as the subscription is active. After termination, data is typically retained for a limited grace period before deletion, unless otherwise specified in the contract.
Request for Full Data Export Upon request, CareTime can assist with comprehensive data export or migration support. This may be subject to a service fee depending on the volume or customization required.
No Unauthorized Sharing CareTime does not sell, lease, or share agency data with third parties without explicit permission, ensuring privacy and regulatory compliance.
Scaling Up / Down
CareTime offers flexible subscription terms and platform architecture that supports organizations as they grow, reduce services, or adjust staff and client loads.
Modular Pricing Model CareTime pricing is often based on the number of active clients, caregivers, or visits, allowing agencies to pay only for what they use. This makes it easy to scale up or down without renegotiating a full contract.
No Long-Term Lock-In for Scaling Agencies can add or reduce user licenses or service modules as needed, with changes reflected in the monthly or billing cycle. There are usually no penalties for adjusting user counts.
Add-On Features as Needed Organizations can choose to activate additional features—such as new compliance tools, communication options, or integrations—when they are ready, without affecting the core system.
Support for Multi-Location Growth For expanding agencies, CareTime supports multi-office or multi-state configurations, allowing centralized oversight and reporting without duplicating systems.
Seamless User Management Admins can quickly activate or deactivate users, update access levels, and reassign roles to align with staffing changes, reducing administrative overhead.
Cloud-Based Scalability As a cloud-based system, CareTime automatically scales in performance and storage without requiring additional infrastructure investment by the agency.
The terms & conditions for contract renewal and cancellation
CareTime offers flexible subscription arrangements with clearly defined renewal and cancellation terms to accommodate the dynamic nature of home care and health service organizations.
Subscription-Based Model CareTime typically operates on a monthly or annual subscription basis. Agencies can choose a billing frequency that suits their budget and operational preferences.
Automatic Renewal Clause Unless otherwise specified, subscriptions usually auto-renew at the end of the billing period to ensure uninterrupted access. Notification of upcoming renewal is often sent in advance.
Notice Period for Cancellation Agencies are generally required to provide advance written notice—commonly 15 to 30 days—prior to the end of the billing cycle if they wish to cancel without incurring additional fees.
No Long-Term Lock-In Many CareTime plans do not enforce long-term contracts, allowing agencies to opt out after the current period ends. This flexibility is particularly valuable for smaller or seasonal providers.
Early Termination Policies For contracts with annual commitments or discounted rates, early termination may involve prorated charges or fees depending on the agreement. This is typically detailed in the service contract.
Data Access Post-Cancellation After cancellation, agencies are usually given a grace period to export their data before it is permanently deleted. Custom data retrieval services may be available upon request.
Contract Review and Amendments Agencies may renegotiate terms (e.g., add new features or change user tiers) during contract renewal. Any change in scope is documented via a contract addendum or updated agreement.
Compliance
CareTime is designed to meet key federal and state regulatory standards that are essential for home care, Medicaid, and healthcare-related service providers.
HIPAA Compliance (Health Insurance Portability and Accountability Act) CareTime is fully compliant with HIPAA regulations, ensuring the confidentiality, security, and accessibility of protected health information (PHI). The platform uses safeguards like access controls, audit trails, and encryption.
EVV Compliance (Electronic Visit Verification) The software complies with the 21st Century Cures Act by supporting EVV mandates across various states. It integrates with EVV aggregators such as Sandata, HHAeXchange, and others depending on state requirements.
State Medicaid Requirements CareTime aligns with specific Medicaid programs across different U.S. states by ensuring time tracking, service verification, caregiver documentation, and billing meet local audit standards.
Data Security Standards The platform follows best practices for cloud data protection, including end-to-end encryption, secure authentication, and regular vulnerability assessments aligned with industry security frameworks.
Billing and Claims Compliance CareTime supports compliant claims submission through integrations with clearinghouses and Medicaid portals, ensuring that billing codes, service documentation, and audit trails match regulatory expectations.
ADA Accessibility Considerations While not always explicitly stated, many healthcare software platforms like CareTime also strive to offer accessible design principles to comply with ADA digital accessibility guidelines.
