Providers iConnect FAQ

Each iConnect user has their own login. Agency owners determine the level of access their workers have

Agency owners request staff access directly through their ID PASS account. When requesting access, they determine which roles to assign to each staff member.

Yes, rates appear on the Provider Documentation screen. Rates are also public information and are available on the APD website.

Yes, passwords expire periodically. The APD Direct user management portal notifies users when their password is about to expire and needs to be changed. Mobile Authenticator app users also receive automated notifications on their mobile device when a password is nearing expiration.

Agency owners who do not click on their original email to complete identity proofing within five days must submit a help desk ticket to request a new registration link. Once agency owners complete the ID PASS process for their workers, they must ensure employees click on the email promptly. If the link expires, the agency owner can resend it to the provider.   

Yes. Devices registered for multifactor authentication follow the user account.   For example: If Bob has two devices, he can enroll them both to use for secondary authentication with his user account, but he cannot register one of his devices to use with another person's user account.

Secondary authentication is set up by the user when they complete their identity proofing. Any device that is to be used for secondary authentication must be enrolled in the User Management Portal.

There is no limit on the number of users providers can have within iConnect.

For helpful information regarding minimum requirements needed for computers, laptops, tablets, or smartphones when using the iConnect system, please click this link:  iConnect Minimum System Requirements.

To receive ticklers for issued, changed, or terminated authorizations in iConnect, providers must assign the Biller/Billing Agent position to themselves or another worker with the Service Provider role. However, system automation should not replace existing communication methods such as phone calls or emails between providers and Waiver Support Coordinators.

The Waiver Support Coordinator must include a copy of the client’s signed Personal Disaster Plan to iConnect as an attachment to a note using the Note Type = Personal Disaster Plan.  Please see the following job aid for details: Personal Disaster Plan Notes.pdf

The best practice is to sync/upload as soon as possible due to the limitations of the device being utilized. Limitations that may pose issues with the retention of EVV Mobile activities include:

• Limited device storage, which may pose challenges with data retention prior to upload.

• Accidental deletion of the EVV activity prior to upload.

Yes, iConnect can interface with external EHR systems. Providers may need to modify their existing systems to ensure they can export data in a format compatible with iConnect.

Yes, the XML file can include as many records as the EHR system is set to send.

APD provides all the technical specifications needed to use this option, but providers must have the technical capability to meet these requirements. IT teams should assess the cost-benefit of this approach internally. This structured solution allows data files to populate in iConnect, which may be more efficient for organizations with a high volume of work. See our EPI page  for more details.

No, once an upload is sent, it is in iConnect. However, APD users with a supervisory role can delete an activity report.

No, APD must comply with HIPAA, and external agencies do not have access to iConnect.

iConnect uses role-based security, ensuring that certain information is only accessible to designated users.