Consumer Management

The consumer record is the spine of a self-directed program. Every authorization, visit, payment, and claim ultimately refers back to it, and every payer audit begins by pulling it. ArborSoft holds it as a single continuous record rather than a snapshot that gets overwritten.

Hold the whole picture in one place

A consumer record carries demographics and contact information, Medicaid or program identifiers and eligibility spans, program enrollments with effective dates, the employer of record relationship, assigned caregivers and their service authorizations, the assigned case manager, and associated vendors.

Because these are relationships rather than copied fields, a change in one place propagates. Updating a consumer’s address updates the service location used for EVV validation; it does not require finding every other record that mentioned it.

Support concurrent programs

Consumers commonly participate in more than one program, or move between them. A consumer may hold a waiver-funded authorization and a grant-funded one simultaneously, each with different rules, rates, and reporting.

ArborSoft keeps enrollments distinct with their own effective dates and funding sources, and applies each service to the correct program automatically. Transfers between programs preserve history rather than starting a new record and orphaning the old one.

Keep documents with the record

Service agreements, assessments, care plans, program forms, and signed acknowledgements attach to the consumer record with effective dates and expiration tracking. Documents nearing expiry surface through notifications before they lapse.

Preserve history that survives an audit

Demographic changes, eligibility changes, enrollment changes, and authorization amendments are versioned rather than overwritten. The record can answer what a consumer’s status was on a specific past date — which is precisely the question a retrospective payer review asks.

Service history spans every module: verified visits, payroll paid on the consumer’s behalf, vendor purchases against the budget, and claims submitted and adjudicated. One consumer, one timeline.

Share it with the right people

Consumers and their representatives can view budget, service history, and documents through the web portal. Case managers see the consumers on their own caseload and nothing else. Access is scoped by role so the record is useful without being over-exposed.