Frequently Asked Questions

What is TrueTime Health?

TrueTime Health is the eligibility and compliance infrastructure for healthcare at home. We help home health and hospice agencies receive clear, documented compliance answers — from intake and eligibility through pre-claim review, audit defense, survey readiness, and discharge — reducing uncertainty, delays, and preventable denials.

Our goal is simple: bring trusted clarity to healthcare at home.

What problem does TrueTime Health solve?

In home health and hospice, agencies face compliance challenges at every stage of the episode — unclear eligibility, incomplete documentation, audit exposure, survey gaps, and claim denials. This results in:

• Delayed care for patients
• Frustration for families
• Wasted intake and clinical effort for agencies
• Lost revenue from preventable denials

TrueTime Health provides structured, documentation-based compliance reviews across the entire episode — helping agencies make informed decisions earlier and protect revenue throughout.

Is TrueTime Health a healthcare provider?

No. TrueTime Health is a technology platform that provides documentation review and compliance services. We do not provide medical diagnoses, treatment, or clinical care. We are not an insurance company and do not make coverage, authorization, or payment determinations. All clearance records are informational and do not constitute medical advice or clinical determinations. Final admission and authorization decisions rest with healthcare agencies and payers.

What types of services does TrueTime cover?

TrueTime supports home health and hospice agencies with:

• Intake & Eligibility
• Pre-Claim Review (PCR)
• ADR Defense
• Survey Readiness
• Chart Reviews, QA, Coding & QAPI
• Discharge Readiness
• Auth & Benefit Verification
• TrueTime Intel (Coming Soon) — upload any clinical document for a 10-point summary, ask any compliance question, or ask questions directly against your document

The same workflow — upload, extract, review, document — applies to every service.

Does TrueTime make decisions?

TrueTime provides a documented clearance record to support your agency's decision. We do not make admissions decisions, coverage determinations, or reimbursement guarantees. The agency — and only the agency — makes the final call on whether to admit a patient, submit a claim, or respond to an audit. TrueTime gives you the documented information to make that decision with confidence.

Are decisions made by AI or by humans?

Both. TrueTime Extraction uses proprietary technology to organize and extract information from your documents. TrueTime Wisdom evaluates against applicable compliance criteria. Every clearance record is then reviewed and verified by a qualified healthcare consultant who has full authority to override any automated output. Our process is human-verified, never fully autonomous.

What do Green, Orange, and Red mean?

All clearance records are informational and do not guarantee acceptance, coverage, or reimbursement by any agency or payer.

How does the process work?

1. Upload Documents — Share whatever you have — physician orders, clinical notes, insurance cards, referral forms.
2. TrueTime Extraction — TrueTime Extraction organizes and pulls relevant information from your documents in seconds.
3. TrueTime Wisdom — TrueTime Wisdom evaluates against applicable compliance criteria.
4. Human Review — A qualified consultant reviews, verifies, and can override every determination. Never fully autonomous.
5. Documented Result — You get a clear, formal record — green, orange, or red — with the evidence and reasoning.

Same process, every service. The only thing that changes is the clinical lens.

How long does the process take?

Document extraction happens in seconds. For intake and eligibility, most clearance records are completed within a few minutes. Pre-claim reviews follow a similar timeline. ADR defense, chart reviews, and survey readiness reviews are typically completed within 24 hours to 3 business days depending on complexity.

What documents do I need to upload?

Upload whatever you have — physician orders, insurance cards, referral forms, clinical notes, face-to-face encounter documentation, or any other relevant records. Our extraction technology identifies the relevant information automatically. If anything critical is missing, we'll let you know exactly what's needed.

Does TrueTime check insurance coverage?

Where available, TrueTime may verify basic insurance eligibility information, including active coverage status, plan type, in-network or out-of-network indicators, and whether prior authorization is required. Insurance information may be obtained electronically or verified manually depending on payer participation and availability.

TrueTime does not submit or manage prior authorization requests and does not guarantee payer approval or payment.

Can I download a report of my outcome?

Yes. Once an outcome is issued, users can download a PDF clearance record from their dashboard. The record includes a summary of submitted documentation, the clearance outcome (Green, Orange, or Red), supporting factors, insurance eligibility indicators (where available), and the date and time of review.

Does it cost anything for me to use TrueTime?

No. Patients and families can submit documentation and receive a clearance record at no cost. Pricing applies to healthcare agencies that engage TrueTime for compliance services.

I'm not sure if my loved one qualifies for home health care. Can TrueTime help?

Absolutely. Upload the documents you have — even if incomplete — and we will provide a structured eligibility assessment. If you're unsure where to start, enter your phone number on our homepage and we will guide you.

Can a family member submit on behalf of a patient?

Yes. Family members and caregivers can create an account and submit documentation on behalf of a patient, provided appropriate authorization is in place.

Does a Green determination mean I'll definitely receive care?

No. A Green status indicates eligibility criteria appear to be met based on documentation reviewed. Healthcare agencies independently verify eligibility, clinical appropriateness, staffing capacity, and payer requirements before admitting patients.

What happens after I'm determined eligible?

If your outcome is Green, you will be asked to provide consent before your case is shared with a participating agency. Once consent is provided, your clearance record and supporting documentation may be routed securely for independent review. You can track status updates from your dashboard.

What if I get an Orange or Red outcome?

Orange: Additional documentation or clarification may help clarify eligibility. You may submit updated materials for review.

Red: Based on submitted documentation and available insurance indicators, eligibility criteria were not met at this time. If circumstances change or new documentation becomes available, you may submit a new case.

Eligibility outcomes reflect documentation at the time of review.

How does TrueTime Health benefit our agency?

TrueTime reduces compliance burden across the entire episode by providing documentation-based reviews from intake through discharge.

Agencies receive:

• Structured clearance records
• Human-reviewed compliance outcomes
• Insurance eligibility indicators (where available)
• Pre-claim review and audit defense support
• Survey readiness reviews
• Chart reviews, QA, coding, and QAPI support
• Discharge readiness reviews

This helps reduce preventable denials, intake rework, audit exposure, and referral friction.

Does TrueTime replace our intake process?

No. TrueTime works alongside your existing team. We provide the documented clearance record and clinical review — your intake coordinator, Director of Operations, or clinical manager still runs the process. Think of us as the second set of eyes that catches problems before they become denials.

Is there a cost for agencies?

Services are available on a pay-as-you-go basis or through monthly membership plans that include volume discounts. Membership agencies also receive 10% off all services and priority turnaround. Please contact us at admin@truetime.health or schedule a call at meet.truetime.health to discuss pricing based on your agency's volume and needs.

Is TrueTime's fee tied to patient referrals?

No. TrueTime's fee is for information verification, document review, and clinical compliance services — not for referrals. If your agency receives a referral from a physician's office, that is your referral. You are engaging TrueTime to review the documentation and provide a clearance record, not to generate or route referrals. This distinction is explicitly stated in our service agreements.

Can we integrate TrueTime with our existing systems?

We are building toward integration capabilities. If you are interested in discussing integration with your EHR or intake system, please contact us at admin@truetime.health.

Can discharge planners or case managers use TrueTime?

Yes. Hospital discharge planners, physician offices, and case managers can submit documentation on behalf of patients. This helps ensure eligibility is verified before the referral reaches an agency — reducing rejections, callbacks, and delays in care.

How does TrueTime help with discharge planning?

TrueTime provides a clear, documented eligibility outcome before referral submission. This reduces the back-and-forth that typically delays discharges and helps connect patients to appropriate care faster.

With patient consent, cases may be routed to agencies with service area coverage and availability in the patient's geographic region. Routing is based on patient preference, service area, and operational availability — not on any commercial arrangement.

Is my information secure?

Yes. TrueTime Health implements encryption in transit and at rest, role-based access controls, comprehensive audit logging, multi-factor authentication, HIPAA-aligned cloud infrastructure, and minimum necessary data principles. For full details, please see our Privacy Policy.

Is TrueTime Health HIPAA compliant?

Yes. TrueTime Health maintains full HIPAA compliance including end-to-end encryption, multi-factor authentication, role-based access controls, comprehensive audit logging, and Business Associate Agreements with all agencies and technology partners. We execute a BAA with every agency before any protected health information is shared.

Who can see my information?

Only the parties directly involved in your case — the submitting user, assigned consultant reviewer, and authorized agency personnel (if applicable). TrueTime uses role-based access controls to ensure no one sees information they are not authorized to view. We follow minimum necessary disclosure standards at every level.

We do not sell personal information.

Can I withdraw my consent after sharing my case with an agency?

Yes. You may withdraw consent by contacting admin@truetime.health. Withdrawal applies to future sharing. Information already shared prior to withdrawal cannot be recalled.

What does TrueTime cost?

Services are available on a pay-as-you-go basis or through monthly membership plans that include volume discounts. Membership agencies also receive 10% off all services and priority turnaround. Schedule a call at meet.truetime.health for specific pricing based on your agency's volume and needs.

What forms of payment do you accept?

Payments are processed through secure third-party payment processors. Accepted payment methods are displayed at checkout.

Can I get a refund?

Refunds are generally not available once professional review has begun. Discretionary refunds may be issued for technical errors, duplicate charges, or services not rendered. Requests must be submitted within 30 days.

How do I create an account?

Visit truetime.health and click “Sign Up.” Select your role and provide basic account information. Account creation typically takes less than one minute.

I'm not sure where to start. Can someone help?

Absolutely. Enter your name and phone number on our homepage and we'll call you back during business hours. Or schedule a call directly at meet.truetime.health. No pressure, no sales pitch — just a conversation about what you're dealing with and whether TrueTime can help.

I have a question that's not listed here.

Please contact admin@truetime.health and we will respond promptly.