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Frequently Asked Questions

Common questions about using Turtle RCM

General Questions​

What is Turtle RCM?​

Turtle RCM is a behavioral health electronic health record (EHR) system with integrated revenue cycle management (RCM). It combines patient management, clinical documentation, billing, and claims in one platform.

Who should use Turtle RCM?​

Turtle RCM is designed for:

  • Behavioral health clinics
  • Mental health providers
  • Substance use disorder treatment facilities
  • Group practices and solo practitioners
  • Billing companies serving behavioral health

Is Turtle RCM HIPAA compliant?​

Yes. Turtle RCM implements all required HIPAA Security and Privacy Rule safeguards. See Security & Compliance for details.

How much does Turtle RCM cost?​

Contact your clinic administrator for pricing information. Pricing typically includes:

  • Per-provider monthly fee
  • Setup and training
  • Ongoing support
  • Optional add-ons (AI features, advanced reporting)

Account & Access​

How do I reset my password?​

Phase 1: Contact your clinic administrator
Phase 2 (Coming): Use "Forgot Password" link on login page

Why am I locked out of my account?​

After 5 failed login attempts, accounts are locked for 15 minutes. This is a security feature. Wait 15 minutes and try again, or contact your administrator.

Can I access Turtle RCM from home?​

Yes, if your clinic allows it. Turtle RCM is web-based and accessible from any device with internet. However:

  • ✅ Use secure, private networks
  • ✅ Don't use public computers
  • ✅ Log out when finished
  • ✅ Follow your clinic's security policies

Can I use Turtle RCM on my phone?​

Turtle RCM is mobile-responsive for viewing data, but documentation and claims are best done on desktop/laptop.

Clinical Documentation​

Do I have to use AI transcription?​

No. AI transcription is optional. You can type notes manually if you prefer.

Is AI transcription accurate?​

Google Cloud Speech-to-Text achieves ~95% accuracy for medical terminology. Always review and edit before saving.

Where is my audio recorded?​

Audio is processed in real-time by Google Cloud and immediately deleted. No audio is stored.

Can I edit AI-generated notes?​

Yes! Always review and edit AI output. You have complete control over final content.

What if AI suggests the wrong code?​

Override it. Select the correct code from the dropdown. The system learns from your corrections.

How long should I spend on documentation?​

Most clinicians spend 5-10 minutes per session with AI assistance, vs. 15-20 minutes without. Quality matters more than speed.

Billing & Claims​

How do I know if prior auth is needed?​

When you schedule an appointment, the system automatically checks (CRD). A notice appears if prior auth is required.

Can I submit claims directly from Turtle RCM?​

Yes. Turtle RCM submits claims electronically via FHIR to payer systems. Some payers may require clearinghouse submission.

What if a claim is denied?​

  1. View denial reason in Claims tab
  2. Use AI to draft appeal letter
  3. Review and edit draft
  4. Submit appeal within 30 days

Why is my claim flagged as "high risk"?​

AI analyzes patterns and flags potential issues:

  • Missing prior authorization
  • Payer history of denying this code
  • Incomplete documentation
  • Missing required modifiers

Fix issues before submitting to avoid denial.

Can I bill for teletherapy?​

Yes. Turtle RCM supports telehealth billing with appropriate modifiers (95, GT, etc.). Check payer requirements for telehealth.

What CPT codes does Turtle RCM support?​

Turtle RCM supports all behavioral health CPT codes including:

  • 90791: Psychiatric diagnostic evaluation
  • 90832/90834/90837: Psychotherapy
  • 90839/90840: Crisis psychotherapy
  • 90853: Group psychotherapy
  • 96127: Screening (PHQ-9, GAD-7)
  • And many more...

AI & Machine Learning​

Where is AI used in Turtle RCM?​

AI is used in 4 places:

  1. Speech-to-text transcription
  2. CPT code suggestions
  3. Claim denial prediction
  4. Appeals letter generation

See AI Features for complete transparency.

Can I turn off AI features?​

Most AI features can be disabled per-user or per-clinic. Contact your administrator.

Does AI make decisions automatically?​

No. All AI output requires human review and approval. AI suggests, you decide.

Is my clinic's data used to train AI?​

Only after proper HIPAA Safe Harbor de-identification (removes all 18 identifiers). Your identifiable data is never used for training.

Can Google see my patient data?​

No. Per our Business Associate Agreement, Google cannot access, use, or store your data. Audio is processed in real-time and immediately deleted.

What if AI makes a mistake?​

AI can make errors, which is why human review is required. Always verify AI output before taking action.

Security & Privacy​

How is my data protected?​

  • One database per clinic (complete isolation)
  • AES-256 encryption at rest
  • TLS 1.3 encryption in transit
  • Role-based access control
  • Comprehensive audit logging
  • Daily encrypted backups

See Security for details.

Can other clinics see my data?​

No. Each clinic has a completely separate database. Data cross-contamination is impossible.

Who can access my clinic's data?​

Only users you create. Turtle RCM staff cannot access production data without explicit authorization and audit trail.

What happens if there's a data breach?​

Turtle RCM follows HIPAA Breach Notification rules:

  • Immediate investigation
  • Affected patients notified within 60 days
  • HHS notification if â‰Ĩ 500 patients
  • Remediation and prevention measures

How long is data retained?​

Patient records are retained per your state requirements (typically 7-10 years for adults, longer for minors). Audit logs retained for 6 years (HIPAA requirement).

Can I export my data?​

Yes. Admins can export data in multiple formats (CSV, JSON, FHIR). Contact your administrator.

Technical Questions​

What browsers are supported?​

Recommended:

  • Chrome 90+
  • Firefox 88+
  • Edge 90+
  • Safari 14+

Not supported:

  • Internet Explorer (any version)

Do I need to install software?​

No. Turtle RCM is web-based. Just use your browser.

Why is the system slow?​

Common causes:

  • Poor internet connection
  • Old browser version
  • Too many browser tabs open
  • Large file uploads

Try:

  • Refresh the page
  • Clear browser cache
  • Close unused tabs
  • Use recommended browser

Can I use Turtle RCM offline?​

No. Turtle RCM requires internet connection. Consider mobile hotspot as backup.

What happens if internet goes down?​

Drafts are saved locally every 30 seconds. You won't lose recent work, but you can't submit claims or access other patients until connection is restored.

Compliance Questions​

Is Turtle RCM certified for Meaningful Use?​

Turtle RCM focuses on behavioral health EHR needs. Full ONC certification is planned for future release.

Does Turtle RCM support FHIR?​

Yes. Turtle RCM implements HL7 FHIR R4 standard for interoperability. See Security for details.

What about 42 CFR Part 2?​

Turtle RCM supports enhanced protections for substance use disorder records. See Security for details.

Is Turtle RCM suitable for telehealth?​

Yes. Turtle RCM supports telehealth documentation and billing with appropriate modifiers.

Can I share data with other providers?​

Yes, with patient consent. Use FHIR export or generate PDF/print for faxing.

Troubleshooting​

I can't log in​

Check:

  • Username spelled correctly (case-sensitive)
  • Password correct (case-sensitive)
  • Not locked out (wait 15 minutes after 5 failed attempts)
  • Using correct URL for your clinic
  • Browser cookies enabled

Still having trouble? Contact administrator.

My session timed out​

For security, sessions expire after 30 minutes of inactivity. Drafts are auto-saved. Just log back in.

I can't find a patient​

Try:

  • Check spelling
  • Search by date of birth
  • Search by last name only
  • Check if patient is archived (admin can unarchive)

AI transcription isn't working​

Check:

  • Microphone permission granted to browser
  • Microphone not used by another app
  • No background noise interfering
  • Browser is Chrome, Firefox, or Edge (Safari may have issues)

Claim submission failed​

Common causes:

  • Missing required fields
  • Invalid insurance information
  • Prior authorization required but not obtained
  • Connection to payer system down

Solution: Review error message and fix issues, or contact support.

Getting More Help​

In-App Support​

  • Hover tooltips on form fields
  • Click (ℹī¸) info icons
  • Check AI explanations (green badges)

Documentation​

💡 Need Help?

For questions, support, or feedback:
đŸ’Ŧ Join our Discord community (primary forum): discord.gg/SwE7zq8fbF
🐙 GitHub: @ab1nash
💡 Submit feedback through the platform's feedback button

Last updated: November 2025 | FAQ Version 1.0