The Contacts Module is represented by the three people icon, and is where all contacts in the network are added, viewed, labeled and stored.


Information about connecting clients, employees or generics

Contacts Add a Generic Contact

To add a generic contact:

  1. Navigate to the  Contacts module and select Everyone
  2. Click the + Add New blue button on the top right hand-side of the contacts grid, and select Generic
  3. Select the generic contact form you would like to use to add the contact to the system. Alternatively, if you don’t have any contact forms set up, select Default generic form.
  4. Complete the form by entering all the contact information required
  5. Click Submit Form

Contacts Add an Employee Contact

To add an employee contact:

  1. Navigate to the Contacts module and select Everyone
  2. Click the + Add New  blue button on the top right hand-side of the contacts grid, and select Employee
  3. Select the employee contact form you would like to use to add the employee to the system. Alternatively, if you don’t have any contact forms set up, select Default Employee Form.
  4. Complete the form by entering all the employee information required
  5. Click Submit Form

Contacts Apply an Existing Office Location to a Contact

Once you’ve created your office locations, you can apply them to employee accounts.

An employee’s office location will appear on the employee’s face page  as well as on the contacts list .

To apply an existing office location to an employee:

  1. Navigate to the Contacts Module and select Employees & Co-Workers.
  2. Search or click the employee’s name from the grid/table view.
  3. Click the Profile tab.
  4. Click  Basics.
  5. Scroll down to the bottom of the page and select an office location through the drop down menu of the Primary Office Location.
  6. Click Update.

To learn how to add new office locations, click here

Contacts Automatically Assign a Learning Tree to a New Contact via Contact Forms

Before you can set the contact form to automatically assign a Learning Tree you have to first create the Learning Tree. To learn how to create a learning tree, click here. Once done, you can set up or edit a contact form to automatically assign a learning tree to a newly created contact, by adding the name of the Learning Tree under the Learning Trees section within the contact form.

To learn how to create a contact form, click here.

Contacts Change Someone Else’s Username and/or Password

By default, the organization admin account can change any contact’s username and password. Also, employees with the appropriate permissions can change other employee’s or client’s usernames and passwords.

  • To change another employee’s username and password an employee will need the Contacts > Manage Employees permission.
  • To change another client’s username and password an employee will need to be connected to that client as a Client-admin.

To change someone else’s username and/or password:

  1. Navigate to Contacts Module  and select Everyone.
  2. Click on the contact you want to edit.
  3. Click the Profile
  4. Click  Login & Access.
  5. Enter a new a new Username and/or Password.
  6. Once you’re done, click Update Login Information.

Note: After you update a user’s password, the field will revert to being blank. This is to protect that user’s privacy.

If you need to reset your own username or password, click here.

Contacts Client Contact Card

Whenever you see a client’s name as a blue link in CentralReach, you can click on that link to pull up the client’s contact card. When you first click on the client’s name, you will see their basic profile information displayed, such as their birthday, labels, and contact information. Clicking the Client ID link on the top right corner will redirect you to the client’s Dashboard to view and access all the client’s information. The contact card provides also provides you links to easily create a new appointment, add a new activity, upload a file or access the client’s Dashboard.





Contacts Connect Clients to Employees

Employees must be connected to clients to be able to access the client’s information, be scheduled with the client, create program books, send messages and more.

To connect employees to clients:

  1. Navigate to the  Contacts module and select Utilities & Tools
  2. Click Connect Clients
  3. Step 1: Enter the name of the client
  4. Step 2: enter the name of the label or the employee you want to connect the client to or click the checkbox next to the contact name underneath the Matching Contacts. Please note that if a contact does not appear in the search results, its because that connection has already been established
  5. Step 3: set up the Permission level the employee(s) should have over this client, and the Sharing rules:
    • Permission
      • Client-admin: gives the employee(s) the ability to edit the profile of the client. A good practice is to only give this permission level to your admins
      • Read-only: does not allow the employee(s) to edit the client’s profile.
    • Sharing: optionally, complete the sharing rules to establish what will be shared from the client’s items listed with the employee(s). Click All existing to share all current and future items selected with the contacts the client is being connected to. Click All future to only share future items added upon the connection being established. These items can also be manually shared as needed from each individual module, so you don’t have to establish these sharing rules when creating the connections.
      • Documents: provides access to view files uploaded to the client’s account
      • Notes: provides access to view client’s Notes & Forms
      • Authorizations: provides access to view client’s authorizations
      • Learning Trees: provides access to the client’s Learning Trees
      • Sessions: provides access to the client’s Sessions
    • Click the checkbox  I have all client consent on file order to establish these connections, to confirm you have the client’s consent for the connections
  6. Click Connect Contacts 

Contacts Connect Employees

The organization accounts or users with permission to connect employees (Utilities > Bulk-Connect Employees & Employees), can connect employees to each other in the  Contacts module.

To connect employees to each other:

  1. Navigate to the Contacts Module  and select Utilities & Tools

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2. Select Connect Employees/Generics

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3. Complete the Connect Employees form:

  • Choose an Employee or Generic: enter the name of the employee you want to connect to another employee (s) in the organization
  • Find Employees of Generics To Connect To:
    • Enter the name of the employee to be connected to, or
    • Click Check all to see a list of all the employees and click the checkbox next to the employees to be connected to

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  • Choose sharing options to grant: click the checkbox next to what you would like these employees to share if any
    • All existing means current Files, Learning trees and/or Sessions will be shared with the employee
    • Future means all future Files, Learning tress and/or Sessions will be shared with the employee upon the connection being made
      • To share all existing and future Files, Learning trees and/or Sessions, click the checkbox for both All existing and Future under each item
    • Direction: select one to configure who will share files with who

4. Click Connect employees/generics


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Contacts Do I need to add myself as an employee if I use the organization account?

If you mainly use your CentralReach organization account but still provide services under your name, you will need to create an employee account for yourself

To learn how to create an employee contact in CentralReach, click here. 

Please note that you will need to use a different email address than the one associated with your organization account.

Contacts How do I accept a network invitation?

To accept an invite request from an organization/another employee, you must first activate your account by clicking on the link that was sent to you by CentralReach. This link gets generated as soon as another user adds you as a provider.

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Once you click on this link, you will be taken to a screen to activate your account by entering a username, selecting a password, and clicking Activate Account!

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You will then get another email that confirms the creation of your account. Click on the link within to be taken to the login page.

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Enter the username you’ve selected in the previous step, your password, then log in.

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Once logged in, click on the Contacts > Everyone from the navigation menu.  Click on Invite requests to view any pending requests.

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Select accept or reject for your pending invite requests.

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You can now share files and see certain information from the inviter in a HIPAA compliant manner.

Last Updated: 4/3/2017

Contacts How do I add a diagnosis code to a client’s claim settings?

Start by navigating to the Contacts module, and click on the desired client.


Click on the Profile tab and select Claim Settings. 



Start typing in the diagnosis code under Default Diagnosis Codes.


Select the appropriate diagnosis code and click Save changes. This will pull the client’s diagnosis code into future billing entries, and hence, claims (unless overridden by authorization settings).


If the client has any other custom identifiers which may be payor-specific, enter the qualifier type, the value, add an optional note, and click on the floppy disk to save.


Contacts How Do I Add A File To A Payor

Navigate to the payor for which you have a document.

Click on the pencil icon to edit the payor.

Click the “File Link” button near the bottom of the page.

If the file has already been uploaded into CentralReach, type in the name of the file into the search box.

If you are adding a brand new file that has not already been uploaded, click “Upload New File” and select the file from your computer.

Contacts How do I add additional contacts to a client account?

Additional contacts such as parents, caregivers, or other emergency contacts can be added to a client’s account.  These contacts can be used as a point of reference or in case of emergency.  Contacts can be moved up or down in order of priority. To add an additional contact for a client, first locate the client’s contact. Once you are on client’s contact facesheet, click on the Profile tab and then click on Additional Contacts from within the client contact.

Once you are in the client’s additional contacts page, click Add New to add a new contact.

When you click on Add New, the screen will display the new additional contacts information page. Here, you can select what type or relation this additional contact has with the client, thereby specifying the purpose of this additional contact. Once you enter the rest of the fields, simply click on red Save button to finish adding the additional contact. You will be able to see the newly added additional contact right away in the Additional contacts article screen shot additional contacts 3


Last Updated: 02/08/2017

Contacts How do I add contact activity notes?

You can add notes to any client or employee profile in CentralReach. Navigate to the Contacts module and then select the contact to whom you’d like to add notes. If the Activity & Call log widget has been placed on the user’s facesheet, hover over the widget and click on the green plus sign.

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Or, click on the Profile tab and select Activity/Call log.

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Click on the blue Add New button.

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Next, select the type of note you’d like to enter from the drop down menu. This menu defaults to Other. However, you can select any contact activity type that has already been added by the organization (e.g. phone calls, insurance exchange, etc.). To add a new activity type, select the gear icon.

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Enter a subject as the name of your activity, and add an optional date/time and length. You may add full length notes in the text box marked Add Note. Please keep in mind that the subject field is required; the Save Activity option will not appear until this field is completed.

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You can share the note with colleagues in your organization, your entire network (outside providers included),  or keep it private.  Network permissions still apply, meaning the client must be in your co-worker or outside provider’s network in order for them to view the notes.

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Additionally, you also have the option of sharing the call/activity log directly with the client/employee.

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Finally, you can also share your activity with a shared contact label.

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Once you have set your sharing settings, select Save Activity, and your contact activity note will be visible from their widget, or the Activity/Call log screen from their extended profile.

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Contacts How do I add my NPI number to my account?

CentralReach allows users to store their NPI number within there account. Once stored, the NPI number will auto-populate on your claims forms. To begin, log into your account and click on My Profile -> Basics.





Navigate to the box that says NPI number and type in your number.  When you are finished, scroll down and click “save”. This will add your NPI number to your account.


NPI Pic 2


Your organization can also set up your NPI for Claim Settings.  If they ask  you to do this, you will navigate to My Profile ->Settings-> Claim Settings and hit the “Sync Basics” button.  Your information will auto-populate and you can click “Save Claim Settings”

NPI Pic 3

Sync NPI Basics


Last Updated 03/27/2017

Contacts How do I add NPI number to employee’s claim settings?

If an employee does not have a Provider ID listed in their claim settings, you will not be able to list them as the rendering provider or provider/supplier on a claim. The most common Provider ID is the employee’s NPI number. To edit an employee’s claim settings you will first need to navigate to the Contacts module. Then, select the employee whose claim information you would like to add.

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Next, click Profile > Settings > Claim Settings:

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Enter as much information as possible. First and last name, as well as SSN and address can be synced from the Basics section of the employee’s profile.

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Enter the NPI, and any other relevant claim setting before clicking on Save Claim Settings at the bottom.

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This employee can now be brought over to any fields on a claim during the bulk-merge process, or after the claim has been generated.

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Updated: 3/2/2017

Contacts How do I add principals to contacts?

Principals are utilized by organizations to help manage roles and relationships around clients and staff.  Principals type examples include Regional Managers, Clinical Directors, Sales Managers, etc.  These relationships translate into standard and custom reports in CentralReach.  Organizations use principals to generate reports that address items such as utilization performance by Regional Manager, caseload by Clinical Director, new business by Sales Manager.  For example, if Scheduling Managers were assigned to each client, a manager could oversee their performance in the Authorizations module, assessing how many hours were authorized, scheduled, and worked.

To set-up principals, navigate to the Contacts module, click on the contact, click on the Profile tab from their facesheet, then select Principals.

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Click on the Add New to add a new principal.  You can add a start / end date, and choose whether or not you’d like to have it hidden from view of the contact’s network.

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Last Updated: 3/27/2017

Contacts How do I add/update employee credentials?

Employee credentials can be updated in the Employee Profile. To update, navigate to the Employee’s Profile, then select Basics.



On this screen, navigate to Credentials and update as needed.



Be sure to hit the red Save Contact Information button to update the credentials when you are all done.





Contacts How do I allow clients to add/edit appointments in scheduling module?

Organizations can grant clients the permission to manage their own schedule within CentralReach. To allow clients access to add/edit appointments on their schedule, first navigate to the Contacts module and click on the client > Profile > Settings > Client Schedule Settings.

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Next, select either Can add appointments and/or Can edit appointments.

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Last Updated: 3/31/2017

Contacts How do I allow employees to see clients’ e-mail address in Contacts module?

For an employee to see clients’ e-mail address, they first have to be connected in the Contacts module, as explained here.  During the process of connecting the client to employees, make sure the select the Client-Admin permission level between the client and the employees.



If the connection was performed successfully, the employees should be able to see the clients’ e-mail address without any issues.



However, if the employees are connected to the clients with Read-only permission, the employees will not only be unable to see the clients’ e-mail but also will not be able to edit the clients’ contact.


Contacts How do I auto share client files, learning trees and sessions?

Administrators can grant employees access to all any existing and/or future files, learning tress, and sessions at once when making new contact connections!

To begin, go to Contacts > Utilities & Tools.

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Connect clients.

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Type and select the name of a client or employee. The matching contacts will show all the clients/employees that the searched contact is currently not yet connected with.

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In the case below, we want to connect Alfred, our new employee, with all of his clients. Once the client names are checked, contact connection permission type and sharing option menu will appear below. Client-admin permission will allow Alfred to make edits to the client profiles, while Read-only allows him to only view their profile.

We also want Alfred to have all previous files, learning trees, and sessions that are currently existing on behalf of these clients. Furthermore, we want any future files, trees, and sessions to be automatically shared with Alfred, so All Future boxes are checked. Especially for files, we highly recommend that they get auto-shared with only the employees that are a part of your admin team.


Once the consent box is checked, simply click Connect contacts and the desired connections will be made. When Alfred logs into his CentralReach account, all relevant documentation that are uploaded on behalf of these clients (no matter who uploaded them), will already be available in his account. All-existing pertains to all of those types of files already in CR to date. All future pertains to anything added after today.

Here are the specific connection parameters with regards to each sharing option:

Documents: any file uploaded to CR that is not from a Note, nor specified as an authorization.

Notes: any file that is created from a Note/Form template.

Authorization: any file that is uploaded as an authorization. NOTE: IF a file is a document first, then later, it is made into an authorization (by adding a payor and a global authorization date), there would be 2 different auto-sharing instances, 1) any auto sharing, as a document, then 2) any auto sharing as an authorization. If the document was shared during step 1, nothing will be removed during step 2. Step 2 would simply be an additive process only.

Learning trees: Connects to learning trees in the LEARN module.

Sessions: Connects to sessions of learning trees.

Please keep in mind: You do not need to select any of the sharing options; they are entirely optional. If you simply want to make contact connections, just select Client-admin or Read-only, and leave the check-boxes in Files, Learning trees, and Sessions blank. Files, trees, and sessions, can always be shared manually from their respective modules.

Viewing or modifying existing connection parameters is easy from the client’s profile. Simply click on their name to pull up their facesheet > Profile > Provider Network.

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Click on the gear icon next to the employee whose permissions you want to inspect. Any checked items are those that have also been checked during contact connections.


You can update sharing settings by checking/unchecking any desired items, then clicking on Update sharing settings.


You can also change profile permission parameters, or remove (disconnect) these users from each other altogether.


Last updated: 7/6/2017 AS

Contacts How do I bulk-remove multiple employees’ access from a client’s files and/or learning trees?

To remove multiple employees’ access from a client’s learning trees and files, an administrator will first have to disconnect them from the client via the contacts connection tool. Click on the Contacts icon from the main menu and choose Utilities & Tools.

Then, click on Connect Clients.

Navigate to the Disconnect tab. Enter the client’s name into the search bar and select all employees who need to be disconnected from the client’s learning trees and files. Then, select the items for which their access will be removed. Check to make sure that all of the choices made are correct and simply click on Dis-connect Contacts to finish the process.


Note: You will need to reconnect those employees to the clients again (without the additional sharing) if they still need to be able to see the client in CentralReach.

Last Update: 3/30/2017

Contacts How do I change my organization address?

To change your organization’s address, click on My Profile from your dashboard.  Then select Basics > Address. Enter your address. When done, click Save Address.

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Last Updated: 3/30/2017

Contacts How do I connect employees to network providers?

Organizations are only able to manage the following connections:

To ensure the network remains by invitation only, organizations are not able to manage the connections of external network providers (non-employees).  In other words, an organization cannot connect its employees on their behalf to other network providers (non-employees).  The employee must send an invite to the network provider through their own, personal CentralReach account.

Please refer to the following steps to ensure that employees are connected to providers:

1. From their individual account, employees should send an invite to providers and ask that they join their network.  This can be done by going to Contacts > Add new > Provider. 

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2.  Then they will add the first and last name of the provider, email address, and select Create Contact.

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3. An invitation will be sent to the provider if they already have an established CentralReach account.

4. The network provider will find an invitation waiting for them in their CentalReach account, under the Contacts module.  Once they accept, the connection will be made.

Last Updated: 12/5/2017

Contacts How do I de-activate or re-activate a contact?

You cannot delete a contact; however, you can make a contact inactive. Once a contact is made inactive they will no longer be allowed to log in.

To make a contact inactive, open the contact’s profile page from the organization account. This is done by clicking on Contacts module from the dashboard and clicking on the contact you wish to make inactive. Click on the pencil icon to make changes to the entry.

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Then, click on Basics.

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At the top of the page, from the Active Status, click on Make in-active.

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Confirm on the next page by clicking on “Yes:”

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Once the page refreshes, your user will automatically be assigned to either Employees (Inactive) or the Clients (Inactive) filter within the Contacts module.

To re-activate, simply click on Make active under the Basics tab of the contact, next to Active status.

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Contacts How do I deal with inactive contacts?

While the CentralReach system doesn’t allow you to delete contacts, you can make them inactive. Also, within the contacts module “utilities & tools” feature, you can connect active employees/clients to inactive clients/employees. There are several reasons why you may find inactive contacts connections useful:

1. Connecting employees to an inactive client gives them access to contact information (contact, billing, auths, etc)

2. Connecting billing managers and employees to an inactive client allows them to see previous billing history. Connecting them to inactive employees allows them to see timesheet history, previous schedule, etc.

While you will have the ability to view inactive contact history once connected, you cannot CHANGE/UPDATE any inactive contact information. In order to update any inactive client/employee information, you must make that contact active, then make the changes, save and mark the contact inactive again.

***Addition Information***

What cannot be done with inactive contacts?

  • A user can no longer pull up an inactive employee contact’s  calendar.
  • An inactive employee contact does not pull to the payroll report.
  • A user can no longer enter a timesheet on an inactive employee contact’s behalf. This is no longer included in the Provider drop-down.


Contacts How do I default diagnosis pointers?

If a client only has one default diagnosis code on file, the diagnosis code will automatically default to 1 on the timesheet. This will carry over to the Claims Manager. For example, in the photo below the client Chase Curley only has one diagnosis code listed, therefore when timesheets are generated for Harry Potter, they will default the diagnosis code to 1.

dx code

**Please note, the timesheet configuration for the CPT code must have Procedure Info set to Optional.

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Contacts How do I disconnect a client from an employee?

The following steps will help you to disconnect a client from an employee.  CentralReach allows you to do this in bulk, or individually.

Navigate to Utilities & Tools under Contacts.

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Click Connect clients and navigate to the Disconnect tab. From here, type in the client’s name that you would like to disconnect the employee(s) from. This will bring up a list of all employees the client is currently connected to. Check the names of employee(s) you would like to disconnect from the client, then click on the red Dis-connect contacts button. If there were any files being shared between the client and employee(s), the option to un-share them will also be checked by default.

Another way to disconnect a client from an employee is to do it individually from the client’s profile. Simply click on their name to pull up their facesheet > Profile > Provider Network.

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Click on the gear icon next to the employee you’d like to disconnect, and click Remove [employee name] from [client name]’s network.


The same options to also remove any client files will be available. Confirm any documents/notes/authorizations/trees/sessions to remove, and Click to remove [employee name] from [client name]’s network.


Last updated: 7/6/2017 AS

Contacts How do I edit contact information?

Organizational (admin) accounts and users with Edit employees and Client-admin permissions are able to edit contact information. To edit the profile of another user follow the steps below:

1. Select Contacts from your toolbar. Click on the name of the contact you would like to edit.

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2. Click on the Profile tab.

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3. Select the information you would like to enter/update from the menu such as such as Basics, Profile, Login & Access, etc.

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If you do not see these options, then you do not have access to edit the user’s profile and must contact your organizational administrator.

Contacts How do I edit employee claim settings for claims manager?

To ensure that the appropriate claim settings are inputted for your employees, navigate to your Contacts module and click on your employee. Then select Profile > Settings > Claim Settings. You can also bring up the check-list to the right, expand Billing and select Manage Claim Settings.e Employee Contact record, then select the pencil icon to Edit and Claims Settings.

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Complete all information required for correct claims population, including provider NPI, specialty, and code, where applicable.  This information may in fact be a duplicate from that stored in the employee profile.  However, an input is required here as well to ensure clean claims submission. Organizations can also store secondary identifiers, such as G2-Provider Commercial Number, under the custom identifiers section at the bottom of claims settings page. When done, click Save Claim Settings and/or Save new.

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In addition to populating the Rendering Provider (person on timesheet) information on the claims, employee accounts can be used as default settings for rendering provider, pay-to-provider or Provider/Supplier on a claim. For a video tutorial on how to establish settings in claims manager, click here.

Last Updated: 3/30/2017

Contacts How do i edit my client mailing address?

The client mailing address serves as the master address on file within CentralReach.  This address can be used for scheduling of appointments as well as creating invoices in billing. When you first open the client’s facesheet, the address should appear in their Addresses & Contacts section.

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To add or edit the mailing address, click on the pencil icon just to the right of Addresses & Contacts on the facesheet. Once you click it, you will be in the client’s Profile Basics. Click on the blue ADDRESS tab and add/edit the mailing address as needed. Be sure to hit the red Save Address button when you are done.






Contacts How do I edit/add client UCI and vendor numbers?

Adding a UCI or Vendor number will allow this to pull to the DS Form. To add or edit a client’s UCI or Vendor number, navigate to their Profile > Settings < Claim settings:




At the bottom of this page, you can choose from the drop down the Vendor or UCI number. Enter the ID in the value field and hit save:


Contacts How do I export my contacts?

You can easily export contacts in CentralReach. Within the Contacts module, use the download button in the top right corner that will export the table you are viewing.




You have the choice of exporting your contacts into a CSV file or a Text file.


You can export ‘Everyone’ or choose the by type of contact you want to export (i.e. Clients, Providers, Employees, etc…).


You can also apply labels, then export from that view as well.


Once you choose the type of export you want, a window will pop up informing you that your export will be available on your dashboard in a few minutes. The export will also be available in your Files.


Contacts How do I find a contact ID within CentralReach?

Each account within CentralReach has a unique contact ID. You can find this by clicking on the desired user’s name from the Contacts module and navigating to their profile. Remember that each contact may differ from being a client to being an employee. As such, when searching for the contact ID, always keep in mind their status, as some may appear as Client: while others will appear as Provider: when searching for their ID in the search bar.

Contact ID 1

Contacts How do I find my organization ID?

If you’re already logged in as the organization, you can find your organization ID by clicking at the top right of the page. It will appear next to My account:

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If you’re logged in under another account, you can click on the organization name from the Contacts module and see it will appear next to the name:

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Contacts How do I limit employee contact information from their coworkers?

To limit employee contact information from the employees they are connected to (co-workers), you need to make sure that they do not have the Edit Employee permission. This permission is located under the permissions manager:


edit emp

Removing this permission from a employee means that they will not be able to edit the profile of any employees they are connected to. They will also only see the following information:

  • Employee ID number (CentralReach ID)
  • Gender
  • Company
  • Office Address

They will still be able to interact in other modules with the employee, such as share files, message, and schedule for them. This only limits directly within the contact profile.

Contacts How do I make a contact a favorite?

You can add favorites for client contacts in CentralReach. This is especially useful for therapists who don’t access the scheduling module. Creating a contact favorite can let you easily recall information for your client’s directly from your mobile device.

First, navigate to contacts and select the desired contact to favorite. Next, click the star to the right of the label that says Employee/Client.

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When you navigate to your dashboard, select “quick links” to easily find all contact favorites.

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Last Updated: 03/30/2017

Contacts How do I prevent a previous employee from logging in without making their account inactive?

When someone is no longer employed with your company, you may still need their account active for a couple of days or weeks following their unemployment for payroll purposes or whatever the reasoning. There technically is no way to prevent them from logging in to their CentralReach account if the account is still listed as “Active”. However, what you can do is remove any and all permissions they have within the account. They will still be able to login, but they will be able to do/see nothing. When they login their screen will look like this:



To accomplish this, you will first need to navigate to the “Permissions” page from the Dashboard Home.



Next you will need to click through all of the permissions groups located on the left hand side of the page and remove the previous employee from any and all groups that they belong to.



This can be done by clicking on a permissions group, navigating to the “Users” tab, checking their name off, and clicking “Remove all checked”.



This will need to be done for each of the groups that the user belongs to.

Contacts How do I quickly copy and create a new payor?

To copy a patients insurance information and change the Company or Insurance plan, click on the Make a copy of this payor in the client’s insurance payor screen.


This will open a page for you to edit the insurance company and plan name.


The Subscriber and Patient information will transfer from the previous payor set up. When finished, click Save.

If this change will affect the current authorization, you will want to :

  • Open the authorization and change the payor for the Global Authorization as well each service code in this authorization.
  • Change payor on any applicable billing entries ($-> Billing)
  • Reoccuring appointments will need to be checked for correct payor.

Once all of these changes have been made, feel free to delete the old payor.


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Updated 3/29/2017

Contacts How do I search the contacts module using multiple labels?

CentralReach offers the ability for users to filter by multiple contact labels. Much like the billing screen, you can filter your contacts by applying multiple contact labels. For example, in the screenshot below we have filtered through our contacts to show all users with behavior technicians in the Boca Raton, Florida area. To review how to create/apply contact labels, please refer to the following help articles: Creating contact labels and Applying or removing contact labels.

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You can apply filters by typing label names in the search bar and selecting them from the drop-down suggestion.

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You can also select to exclude contacts with specific labels from the list of contacts.

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Contacts How do I see my client’s authorizations in the authorizations widget?

In addition to giving employees permission to view/access their clients’ authorizations, if you would like them to be made available to them within the authorizations widget of the client’s facesheet, you will need to share their authorization files with them for their clients. There are many ways to do this, but this help article will explain how to share an authorization when beginning from a client’s contact.

Start by first navigating to the client facesheet that you would like to share authorizations for. Click on the Authorizations widget:

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This will bring up the authorization. From this page click on the “Sharing” tab.

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Type in the employees name that you would like to share the authorization with and click share.

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Once you have shared the file, the authorization will appear in that designated employees authorization widget for the given client.

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Contacts How do I setup checklists for clients and employees?

CentralReach provides suggested Contact set-up checklists for both clients and employees.

These checklists are disabled in organizational accounts by default.  They can be turned on by logging in the organization’s account > selecting My Profile from the dashboard > Settings >  Additional settings>Checklists .  The organization can select to enable them for either the Employee, Client, or Both.


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Once activated, the checklists can be found in the Contact record.  Simply navigate to the Contacts Module, select the Client or Employee Name and get started with your set-up.

Each step provides a link to a Help Article as well as an Update button for editing the record.

Checklists currently can not be restored by the user or organization, i.e. in the event that an item is ‘Marked as done’ in error.  In addition, they do verify what has/has not been completed at activation.  For example, if a contact record was edited prior to activation, the system loads the entire checklist until the user tells the system otherwise.


Contacts How do I setup my security questions for my account?

For easy account access when having log-in issues, make sure to set the security questions within your account settings to easily retrieve your password.

To access your account information, click your account name at the top right of the screen when logged in and click on your username.

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Then click Login & Access on the left menu and scroll down to find your Security Questions.



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Fill out the three security questions and that’s it, you can now forget your password as much as you want!

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Last Updated:02/21/2017

Contacts How do I switch accounts?

For ease of navigation between separate CentralReach accounts (e.g. organization account vs. personal account), users can request the Switch Accounts feature to be turned on by opening a support ticket. Once this has been enabled for your account, you can quickly transition between separate CentralReach accounts. To begin, click on the name associated with the account at the top right and select Switch Accounts.

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From the pop-up, click on the Link Accounts tab to first link this account with an alternative one.

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Type the email address associated with the other account, and click Send Link.

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Upon receiving confirmation at the bottom, the instructions will be sent to the email address to complete the process.

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While still logged into the original account, click on the link within the email.

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Upon clicking on the link you will be taken to a confirmation page as shown below:

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You are now ready to switch between multiple accounts with ease. Click at the top right drop-down again, and select Switch Accounts. The alternative account you’ve already linked will appear from the pop-up. Click on the right arrow next to the alternate account to log in to that account.

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Contacts How does a client update their payment information?

Clients can update their payor information by logging into their account and editing their account settings. To update your payment information from your own client portal, first, log into your account. Next, click on My Profile from your dashboard, then select Basics. 

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Now, navigate to the Billing tab, and enter your credit card information. This is your private credit card on file, used for purchases made through the Learn Marketplace. When done, select Save Card.

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Last Updated: 4/3/2017

Contacts How to Add a Payor to a Client Profile

To add an insurance payor to a client profile:

  1. Navigate to the Contacts Module  and select Clients
  2. Click the client name
  3. Click the Profile tab at the top of the client’s Dashboard
  4. Click Payors
  5. Click the Add New  button and select Insurance

6. On the Overview tab, enter the insurance Nickname and Notes

7. Click the Insurance tab:

1.  Enter Payor: you will only be able to see the payors/insurance plans accepted by your organization as configured by the Org Account. If you need support because a payor is not on the list, click here

2. Click Select Plan Name: select a plan name from the drop-down list

3. Click Payor Responsibility: select P-Primary, S-Secondary or T-Tertiary

4. Enter Co-Pay Amount and click the drop-down next to it to select how the co-payment is billed: Per-Visit, Daily, Weekly or Monthly

5. Click the Coverage From to open a calendar and select the date when this coverage begins. Optionally, enter when the coverage ends, on the next field

6. Enter Insurance Contact Phone

7. Enter Insurance Contact Person

8. Select the insurance StatusCurrent Insurance or Had this insurance in the past 

7. Click the Subscriber tab and enter the policyholder information, or click the Sync icon to import the information from the client’s profile. Ensure you include the Insured ID in this section, as this information is not housed anywhere else in the client profile

8. Click on the Patient tab and enter the patient information, or click the Sync icon to import the information from the client’s profile. Ensure you click Relationship to Subscriber and select patient’s relationship to the subscriber/policyholder

9.  Click Save

  • Click Save as Shared to have this insurance information available for another client to import into his/her payor profile. This functionality is designed for School Districts or Regional Centers to be able to create one single invoice including multiple clients. Please note that saved as shared payor information applied to clients is not intended to be used for claim processing, as the payor information is unique to each individual client and must be created in each client’s payor profile for it to populate correctly in their claims. To learn how to apply a save as shared client payor to another client, click here. 

Contacts How to change automatic timeout length for employee accounts

For security purposes, the default setting for auto logout due to inactivity is 15 minutes. Organizations can override these default settings using the feature described below.  However, we strongly recommend additional security protocols be implemented to protect and secure PHI and other sensitive account data.  To set a custom default time frame, please complete the following steps:

Navigate to and select Account Name in the upper right hand corner, click on the Account name where your ID is located:

 Then click Settings > Additional Settings.
Under the Login Settings Choose a Timeout drop-down, you can adjust the time settings for the organization. Please keep in mind that employee accounts will not have this option; for HIPAA purposes, only organization accounts can extend the timeout setting, which will reflect in every employee account.
Remember to select Save Settings to store your changes.
*Please note that in client accounts the standard default of 15 minutes cannot be updated and will still apply.

Contacts How To Update An Existing Payor

Updated: 8/16/2017

Click on the client who’s information needs to be updated


Under the client’s profile,”Payor”


Remove the payor that is expired or erroneous and click the “Add New” button to link a new payor.


Fill out the insurance, subscriber, and patient tabs with the updated information.


Save the entry once all required information has been updated.

Contacts How to Update/Set Up a CR Login for a Contact

To create or edit a user’s (employee and/or client) CentralReach username and password:

  1. Navigate to the Contacts Module  and select Everyone.
  2. Click the user you would like to provide a CentralReach username and password to.
  3. Click the Profile tab on the top of the user’s Dashboard.
  4. Click Login & Access.

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5. Complete the Username & Password form and click Update Login Information.

6. Provide the user his updated login credentials to CentralReach.

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To learn how to create contact forms that automatically include user’s login settings, click here.

Contacts / Scheduling Manage Employee Availability

Adding employee availability shows the days and times when an employee is available to be scheduled for a client appointment. Users with permission to manage availability (Settings > Manage Employee Availability) will be able to configure other employees’ availability in CentralReach. Employees with permission to manage their own availability (Settings > Manage Own Availability) will be able to establish and update their own availability. Configuring employee availability is required to be able to utilize the Find a Provider tool within the Scheduling module.

To enter an employee’s availability:

  1. Navigate to the  Contacts module and select Employees & Coworkers
  2. Click the name of the employee you would like to add availability for
  3. Click the Profile tab on top of the employee Dashboard
  4. Click the Settings tab
  5. Click Availability
  6. Click Add New
  7. Complete the Availability tab
    • Name: enter the availability name
    • Show: select who should be able to see the employee’s availability
      • To everyone in CentralReach: will allow everybody in the organization to view the employee’s availability
      • Only to people in “employee’s” network: will only allow users connected to the employee to view their availability
      • Only to people I have given permission to view “employee’s” schedule: will only allow users who have permission to view the employee’s schedule to view their availability
    • Location: select the employee location
    • Starts On/until: select the dates when the availability starts and ends
    • When: select the availability start time and end time
    • Repeat On: select the days of the week the availability will apply
    • Notes: enter any additional comments pertaining to this employee’s availability
  8. Click Save Availability

To edit an existing availability, select the availability you would like to edit from the Availability screen (step 5 above) and update the information as necessary. Add as many availabilities as needed for each employee, as long as they do not overlap. All logged availability will be shown in the employee’s calendar in green for easy scheduling. Please note that employees with permission to view and manage appointments will be able to schedule appointments outside of the configured availability.

Contacts Setting up Client Claims Settings

In order for client claim information to auto-populate during claim submissions, you can enter information into the claims settings of a client’s profile. Unless overridden by the client’s authorizations, this will carry over to timesheets and claims.

  1. Navigate to Contacts  and select a client by clicking on their name.
  2. Click on the Profile tab, then the Settings tab.
  3. Select  Claim Settings.
  4. Search for and add the client’s diagnosis code
  5. Click Save Changes when you’re done.

If you’d like to add a custom client identifier for this client, select the appropriate type from the Qualifier dropdown. Type in the value before clicking Save .

Contacts Unable to Find Insurance Plan to Assign to a Client

If you are unable to find an insurance plan to be added to a client profile, please confirm with your organization that the plan you are trying to add is accepted and has been added to the organization’s list of accepted payors through the Org Account.

Once the plan is added to the Org Account, you will be able to view the plan to add it to the client’s profile.

If the Org Account doesn’t find the plan to add it to the list of accepted payors, open a CentralReach support ticket, including the following information:

  • Insurance carrier name
  • Insurance plan name
  • Insurance address
  • Payor ID (for sending claims electronically). Please indicate whether you submit claims via OfficeAlly or ZirMed

To add school districts as payors, please provide the following:

  • Insurance plan name
  • Insurance address

To learn how to add an insurance plan payor to a client’s profile, click here.

To learn how to configure the organization’s approved insurance payors, click here.

To learn how to open a support ticket, click here.


Contacts What is a generic contact?

When attempting to add a new contact, you will realize that there is now a new contact type called Generic.

Generic contacts are used to store certain information that the organizations need without having to create an employee account and incurring the extra employee charges on the monthly subscription to CentralReach (think – Rolodex card!). Another way a generic contact can be used is for the Facility location in claims settings.  In order to use a generic contact as the default Facility address for all of the claims, simply save the desired address into the generic contact’s Claims Settings under their Profile, then insert this generic contact’s name in the Facility section under the organization’s default settings, or the authorization’s Facility field. and then go into the claims module settings and set the generic contact as the default Facility contact.

Another way in which a generic contact can be used is uploading a file on behalf of the generic contacts so that those who are not authorized to view/delete the file will not have an access to the files uploaded on behalf of the generic contact. This is also good for classification/auditing purposes.

Lastly, generic contacts are also used for prospective employees. You can create a generic contact form in CentralReach for inquiring applicants to apply for work via your organization’s website. After a user submits the form, it will be added to your Contacts module as a generic contact, and if you’d like to convert them into an employee profile after determining that they are a good fit for your organization, you can easily do so from the Basic section of their profile without having to re-enter their information.

Note: While generic contacts are able to log into the account, if given the username and the password, the amount of functions granted to the generic contacts are severely limited compared to that of the employees’ accounts, whose functions are determined by the level of permissions granted.