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General Customer FAQs
How far in advance do I need to book?
Care must be booked at least 3 days in advance. Please book earlier than that. The earlier you book, the more time we have to secure a great caregiver. We do not offer same-day care.
When do I pay?
In the app or on the website, payment is collected when you book. If you book by phone, you can pay on the spot. If you do not, our team adds your request to your account; please pay as soon as you see it, and no later than 4-5 days before your scheduled date. Until payment is complete, your request is not secured or confirmed.
Can I cancel?
Yes, you can cancel at any time. If you cancel within 24 hours of your scheduled care, you will not be refunded.
Can I book by phone?
Yes. Call 855-424-3366.
Can I reschedule?
You can cancel and book a new date in the app or on the website, or call us at 855-424-3366 to reschedule the same AideChoice request. Cancellations within 24 hours of your scheduled care are not refunded.
Can I give care as a gift?
Yes. In the app or on aidechoice.com, click the “Give the Gift of Aide” button and choose a package for your loved one. Your recipient receives a gift code to book their care.
Can I book for someone else, like a parent or spouse?
Yes. Many customers book care for a loved one, and you can manage everything through your account.
What areas do you serve?
AideChoice currently serves Philadelphia and the greater Philadelphia region in Pennsylvania. That includes Montgomery County, Bucks County, Delaware County, and Chester County.
Facilities FAQs
What is AideChoice?
AideChoice is a technology platform that connects your patients with licensed home care agencies for short-term, non-medical support after discharge.
How does AideChoice support your patients?
We help patients transition home safely with transportation and escort after procedures, short-term in-home support, and help with recovery tasks like mobility, meals, and light assistance.
When should we refer a patient?
Refer patients who need a ride home after sedation or a procedure, need short-term support but do not qualify for long-term care, or live alone and need extra help during recovery.
How do we refer a patient?
Patients or families book directly through the AideChoice app or website or call us and have an AideChoice team member book for you. Your team can share AideChoice as a resource during discharge planning. There are no forms or contracts required to refer.
Who provides the care?
Trained caregivers employed by licensed home care agencies in the AideChoice Network.
How quickly can patients receive support?
AideChoice is built for planned and elective procedures. Patients should book at least 3 days in advance, and we do not offer same-day care.
Is there a cost to refer, and is AideChoice covered by insurance?
Referring is free. AideChoice is a private-pay platform with transparent hourly pricing and no long-term commitment.
Do you coordinate directly with our team?
AideChoice is designed to be low-lift for your staff. You introduce it as a resource, and patients and families book directly. Partners also get a dedicated facility point of contact.
What areas does AideChoice serve?
Greater Philadelphia and surrounding Pennsylvania communities. Contact us to confirm coverage for a specific location.
Support Aide FAQs
How do I become a Support Aide?
Support Aides must be employed by one of our licensed home care agency partners. AideChoice does not hire caregivers directly. If you already work for an agency, ask whether it is part of the AideChoice Network. If you do not, fill out the form on this page and we will connect you with a partner agency near you.
What is the relationship between my agency and AideChoice?
Your agency is part of the AideChoice Network and uses the platform to receive and manage short-term care assignments.
Does AideChoice manage me directly?
No. AideChoice is a technology platform, not your employer. Your agency manages and supports you. AideChoice trains both your agency and its caregivers on the app.
What kind of services will I provide?
Non-medical support such as transportation, companionship, meal prep, and light help around the home.
How do I start receiving assignments?
Make sure your profile is complete, including a photo, and accurate information. A strong profile helps your agency place you on assignments with confidence.
What is expected of me during a service?
Be present, attentive, and compassionate. Follow the tasks outlined for the assignment, and keep phone use minimal and professional.
What if I have trouble with the app?
Tell your agency first. If needed, they will contact AideChoice for help.
How much do Support Aides earn?
AideChoice requires partner agencies to pay Support Aides at least $20 per hour.
Home Care Agency FAQs
What are the steps to get started?
- Introductory conversations between your agency and the AideChoice Provider Support Team.
- Accept the invitation to join as a network provider.
- Sign the provider contract.
- Download the app, create your agency profile, and upload your staff information.
- Complete AideChoice app training for your staff and caregivers.
- Begin accepting and managing assignments.
What financial commitments are required to join the AideChoice Network?
There are no financial commitments to join AideChoice—only potential financial benefits, including more work opportunities and faster reimbursements.
What are the major incentives for provider agencies to join the AideChoice Network?
- Shortened reimbursement timelines: Agencies benefit from faster reimbursement compared to traditional methods. AideChoice payments meet or exceed long-term service reimbursement rates.
- Balanced assignment load: Keep your caregivers engaged with continuous work, helping to maintain caregiver retention between long-term or permanent assignments.
- Opportunities for long-term clients: Although AideChoice focuses on short-term home care needs (30 days or less), joining the network can help agencies develop relationships that may turn into long-term client engagements.
- Revolutionizing home care: Be part of transforming how short-term care is delivered. AideChoice is establishing a sub-industry dedicated to short-term services, creating opportunities that previously didn’t exist.
How does joining the AideChoice Network enhance client outcomes?
By joining the AideChoice Network, agencies can provide exceptional, on-demand care, delivering faster and more convenient services when clients need them most. This flexibility boosts client satisfaction and improves outcomes. As outpatient procedures become more common, AideChoice fills a critical gap in the home care industry, ensuring clients are safely discharged and receive quality care at home. Partnering with AideChoice positions agencies at the forefront of a transformative solution, meeting the growing demand for short-term home care services and setting a new standard for client care.
Who can be considered as a provider for AideChoice?
Agencies that meet the following criteria are welcome to join the AideChoice Network:
- Sufficient caregiver capacity to manage additional assignments.
- At least 3 years experience in providing home care services.
- Geographic location that aligns with AideChoice’s service areas.
- Any company employing care workers/providers that meet these standards.
- Maintain standard liability insurance.
- A Pennsylvania home care license in good standing.
What types of services will we be expected to provide?
Agencies will be expected to provide a range of non-medical home care services, including but not limited to:
- Transportation and assistance for clients to and from medical appointments.
- Medication reminders.
- Assistance with walking and ambulation.
- Meal preparation and light housekeeping.
- Companionship and personal care.
Is there a contract required to join the AideChoice Network?
Yes, a contract is required before becoming a member of the AideChoice Network. This contract will be provided prior to joining.
What quality control criteria does AideChoice use to select provider agencies to participate in the network?
AideChoice uses several quality metrics when selecting provider agencies, including:
- Length of time in business and agency reputation: Based on Google reviews, available Department of Health data and when your business opened.
- Timeliness: Agencies must respond promptly to assignment requests.
- Caregiver performance: Consistent high-quality care is expected from caregivers. Clients have the opportunity to rate caregiver performance through the AideChoice Network.
- Assignment acceptance rate: We monitor how frequently agencies accept assignments compared to invitations.
Does the provider agency monitor caregivers on the job or does AideChoice?
The provider agency is responsible for managing and supervising caregivers. AideChoice does not oversee the day-to-day performance of caregivers.
How are payments processed, and when are we paid?
Payments are made by Electronic Funds Transfer (EFT) from AideChoice to your agency. Funds are accessible within 24 hours of transfer, and payment is made 7-10 days after care ends.
How often does AideChoice contact agencies?
AideChoice maintains regular communication with agencies, sending notifications about new assignments and updates through the app. Agencies are kept informed on opportunities in real-time.
How do agencies manage new assignments?
Once an agency receives a new assignment notification, they can manage it directly through the app by:
- Accepting or declining the assignment.
- Assigning caregivers based on availability.
- Tracking assignment progress and completion.
