Question 1

What is Mallow?

Accepted Answer

Mallow is an electronic medical record (EMR) platform built specifically for Maryland community behavioral health providers. It brings documentation, billing, and compliance together in one system.

Question 2

Who is Mallow built for?

Accepted Answer

Mallow is designed for Maryland behavioral health practices — specifically practice owners, clinical directors, billing managers, and direct care staff.

Question 3

What programs does Mallow support?

Accepted Answer

Mallow supports the core behavioral health programs that Maryland providers operate, with workflows tailored to each program type.

Question 4

Is Mallow only for Maryland practices?

Accepted Answer

Mallow is initially focused on Maryland due to its deep integration with Maryland-specific regulations and Medicaid requirements. We plan to expand to additional states in the future.

Question 5

Does Mallow handle insurance billing?

Accepted Answer

Yes. Mallow supports insurance billing as a core feature — including claim form creation, EDI file generation, clearinghouse submission, authorization tracking, payment posting, and denial management.

Question 6

Can I run multiple programs from one system?

Accepted Answer

Absolutely. Mallow supports multi-program practices. Each program gets its own workflows and templates — all from a single platform.

Question 7

How does the documentation system work?

Accepted Answer

Mallow uses a structured document editor with templates designed for behavioral health. When a document is signed, billing charges are generated automatically — no manual data re-entry.

Question 8

Does Mallow integrate with insurance companies for claims?

Accepted Answer

Yes. Mallow supports claim form creation, EDI claims file downloads, and direct submission to insurance companies through our preferred clearinghouse. We also import payment information to streamline your revenue cycle.

Question 9

Is Mallow HIPAA compliant?

Accepted Answer

Yes. Mallow is built from the ground up for HIPAA compliance, with encrypted data, role-based access control, and audit logging.

Question 10

Where is my data stored?

Accepted Answer

Your data is stored on secure, encrypted infrastructure. Each practice gets its own isolated database — your data is never mixed with another organization's.

Question 11

How is data backed up?

Accepted Answer

Automated backups run continuously, ensuring your data is always protected and recoverable.

Question 12

How does Mallow use AI?

Accepted Answer

AI drafts contact and progress notes from telehealth sessions and prepares care plan reviews. Nothing enters the chart until your clinician reviews, edits, and signs it.

Question 13

Is AI-assisted documentation compliant?

Accepted Answer

The signed note is your clinician's attestation, same as ever. AI produces a first draft; your staff owns the record. That posture holds regardless of how state and payer guidance on AI evolves, and we track that guidance closely on our Updates page.

Question 14

Where does client data go when AI drafts a note?

Accepted Answer

AI drafting runs under a Business Associate Agreement, the same HIPAA framework that governs every vendor that touches protected health information. Transcripts follow the same health record retention standards as the rest of the chart. And telehealth consent is captured at intake, before the first session starts.

Question 15

How much does Mallow cost?

Accepted Answer

Pricing depends on your practice size and the programs you need. Contact us for a personalized quote.

Question 16

How long does it take to get set up?

Accepted Answer

Most practices are live within 2-4 weeks, depending on size and complexity. Our structured onboarding process ensures a smooth transition.

Question 17

Do you help with data migration?

Accepted Answer

Yes. We work with your team to migrate patient demographics, insurance information, and active clinical records from your current system.

Question 18

What training is included?

Accepted Answer

We provide role-based training sessions for clinicians, billing staff, and administrators. Training is hands-on and designed for behavioral health staff.

Question 19

What does ongoing support look like?

Accepted Answer

After go-live, you get dedicated support during the first two weeks, followed by regular check-ins, responsive support, and ongoing feature updates.

Frequently Asked Questions

General

Features & Functionality

Security & Compliance

AI & Documentation

Pricing & Onboarding