Contacts

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

Contacts View and Edit Contact Labels Via the Contacts Module

Contact labels can be applied to contacts to help you organize, filter and search contacts. There are a few ways you can apply, delete and view the labels assigned to contacts, as further detailed below.

To view and edit assigned contact labels via the  Contacts module:

  1. Navigate to the Contacts module and select Everyone
  2. Click the the label  button of a contact, within the  column of the contacts grid to view all the assigned contact labels
  3. To add a label, click Click here to add labels… and type or select the label from the drop-down
  4. To delete a label, click the x within the contact label

To assign or delete contact labels in bulk:

  1. Navigate to the Contacts module and select Everyone
  2. Click the checkbox on the top left corner of the contacts grid to select all contacts in the view, or click the checkbox on the left hand-side of the contacts you wish to edit labels for
  3. Click the  Label button that will appear on top of the contacts grid
  4. Apply Labels: click to enter and select the name of the label you wish to apply to the contacts selected. Enter as many labels as needed
  5. Remove Labels: click to enter and select the name of the label you wish to remove from the contacts selected. Enter as many labels as needed
  6. Click Apply Label Changes

Contacts Contacts Module

The Contacts module is the centralized module to manage clients, employees, generics and provider contacts in CentralReach. The Contacts module grid provides you a summary of all the contacts you are connected to, with the ability to sort and filter contacts by the contact type and to click to access the contact’s Dashboard to view additional information.

Based on the user’s enabled permissions, through the Contacts module, administrative staff is able to add new contacts to CentralReach, configure intake Contact Forms, and make contact connections for users to be able to see or access each other’s information.

Contacts Contacts Module Navigation Menu

When navigating to the  Contacts module, the main drop-down menu has the following options to help you access and manage contacts:

  • Everyone: select to view all the contacts you are connected to
  • Network Providers: select to only view network providers you are connected to
  • Employees & Co-Workers: select to only view employees you are connected to
  • Clients: select to only view clients you are connected to
  • Generics: select to only view contact generics you are connected to
  • Pending Invites: select to view invitations you have sent to outside providers to join your network
  • Invite Requests: select to view, accept or decline network invitations you have received from other contacts to join their network
  • Utilities & Tools: select to access additional tools and features such as Contact Forms, Connect Clients and more

Contacts Search and Access a Contact’s Dashboard

To search for a contact to access their Dashboard:

  1. Navigate to the  Contacts module and select Everyone
  2. Enter the name of the contact in the search bar on top of the screen
  3. Click the name of the contact in the search results drop-down
  4. In the contact’s grid, click the contact name
  5. You will be redirected to the contact’s Dashboard

Contacts Add a Client Contact

To add a client 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 Client
  3. Click the client contact form you would like to use to add the client to CentralReach. Alternatively, if you don’t have any contact forms set up, click Default client form.
  4. Complete the form by entering all the client information required
  5. Click Submit Form

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 Generic Contact

Generic contacts are used to store contact information for a user in CentralReach, without incurring in the monthly charges associated to an employee account. Generic contacts are able to log into their account if given a CentralReach username and the password, but functionality is greatly limited compared to that of the employees’ accounts, whose functions are determined by the level of permissions granted.

Generic contact address information can also be used for authorizations and claims. Generic contacts are pulled into the Facility location field within the Authorization Contacts section, and into the Default Settings in the Claims module.

To use a Generic contact’s address in Authorizations and Claim Settings, after creating a Generic contact in CentralReach:

  1. Navigate to the  Contacts module and select Generics
  2. Click the name of the Generic contact you would like to use for Facility address locations for authorizations and claims
  3. Click the Profile tab on top of the Dashboard
  4. Click the Settings tab
  5. Click Claim Settings
  6. Complete the form and click Save Claim Settings
  7. Navigate to the  Claims module and select Settings
  8. Click Default Settings
  9. Enter the generic contact name under the Facility field
  10. When creating an Authorization, click the Contacts tab and enter the name of the Generic contact under the Facility field

Generic contacts can also be used when uploading a file that should not be accessible by the contacts you are connected to. This may be needed for auditing purposes.

Finally, 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 in the Basics section of their Profile without having to re-enter their information.

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 Adding an Employee Account for the Organization Account User

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

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

 

Contacts 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 CentralReach accounts.

To set up your account to be able to switch accounts:

  1. Click the username on the top right corner and select  Switch Accounts
  2. Click the Link Accounts tab
  3. Enter the Email address you wish to link your account to
  4. Click Send Link
  5. The account email you want to link your account to will receive an email with a link to complete the linking process
  6. Click the link while you are still logged into the original account you requested the switch accounts feature from, to link the accounts
  7. Click the Switch Accounts tab
  8. You will now see your two accounts on the list. Click the sing in icon next to the account you wish to log in as

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Contacts Contact Card

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

Contacts Contact ID

Each account in CentralReach has a unique contact Id. The contact Id can be seen in the  Contacts module, as well as in the contact’s Dashboard and the Contact Card. Contacts can be searched for using the contact Id throughout all modules in CentralReach.

To identify a contact’s Id:

  1. Navigate to the Contacts module and select everyone
  2. The contact Id is available in the third column of the contacts grid
    • If the Id is not shown on the grid, click the columns icon on the top right of the grid, and click the checkbox  next to Id
  3. Alternatively, click a contact name
  4. The contact Id will be shown on the left hand-side panel of the contact’s Dashboard under the Basics section

Contacts / Dashboard / Profile / 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 / Dashboard / Profile Edit Contact Information

To edit a user’s contact information:

  1. Navigate to the  Contacts module and select Everyone
  2. Click the name of the contact you wish to update
  3. Click the Profile tab on top of the contact’s Dashboard
    1. Click Basics to update the contact’s basic information, such as name, credentials and NPI number, or to inactivate a contact
    2. Click Profile Picture to upload a contact’s picture to be seen in their Dashboard
    3. Click Login & Access to edit or add a username and password for the contact to log in to CentralReach

If you don’t have these options available you do not have access to edit the user’s profile and must contact your organizational account for further assistance.

Contacts / Dashboard / Profile Change a Contact Username and/or Password

By default, the organization 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 tab
  4. Click  Login & Access
  5. Enter a new a new Username and/or Password
  6. 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 / Dashboard / Profile 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 Dashboard  as well as on the contacts grid.

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 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 / Dashboard / Profile Add Employee Credentials

Employee credentials can be added to the employee’s profile.

To add employee’s credentials:

  1. Navigate to the Dashboard module and click Home/My Dashboard
    • If you are adding the credentials number for another employee, navigate to the  Contacts module and select Employees & Co-Workers
    • Click the name of the contact
  2. Click the My Profile/Profile tab on top of the Dashboard
  3. Click Basics
  4. Enter the credential’s number under the Credentials (e.g. Ph.D., MA, etc.) field
  5. Click Save Contact Information

Contacts / Dashboard / Profile Add and Edit Employee Claim Settings

Employee Claim Settings can be added under the employee’s Profile, and the information carries over into the  Claims module in order to streamline claim processing.

To enter an employee’s Claim Settings:

  1. Navigate to the  Contacts module and select Employees & Co-workers
  2. Click the name of the employee
  3. Click the Profile tab on top of the Dashboard
  4. Click the Settings tab
  5. Click Claim Settings
  6. Complete the Claim Settings form and all the information on it
    • Click  Sync from basics to pull contact information from the contact Basic’s profile
    • Organizations can also store secondary identifiers, such as UCI Number or G2-Provider Commercial Number, under the custom identifiers section on the bottom of the page
    • 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
  7. Click Save Claim Settings

Contacts / Dashboard / Profile Add an NPI Number

NPI numbers can be saved in a contact’s profile in CentralReach and can be synced into the employee’s claim settings.

Employees can add their NPI number to their profile, or the organization account or a user with the proper permission rights can add it to the employee’s account.

To add an NPI number to an account:

  1. Navigate to the Dashboard module and click Home/My Dashboard
    • If you are adding the NPI number for another employee, navigate to the  Contacts module and select Employees & Co-Workers
    • Click the name of the contact
  2. Click the My Profile/Profile tab on top of the Dashboard
  3. Click Basics
  4. Enter the NPI number under the NPI Number field
  5. Click Save Contact Information
  6. To sync the NPI number for claim processing:
    • Click the Settings tab
    • Click Claim Settings
    • Click Sync from Basics on the top right corner
    • Click Save Claim Settings

Sync NPI Basics

Contacts / Dashboard / Profile Add Principals to Contacts

Principals are utilized by organizations to help manage roles and relationships between clients and employees.

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 or 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:

  1. Navigate to the  Contacts module and select Everyone
  2. Click the contact name
  3. Click the Profile tab on top of the Dashboard
  4. Click Principals under the Profile tab
  5. Click Add New
  6. Complete the New Principal form:
    • Principal: enter the name of the user who will be the principal fro this contact
    • Principal Type: select the type of principal this user is for the contact
    • Start Date: enter the date when the principal relationship will start. This is optional.
    • End Date: enter the date when the principal relationship will end. This is optional.
    • Hide this principal: click the checkbox to hide from employees who don’t have admin permission over this contact
    • Click Add Principal

Contacts / Dashboard / Profile Add a File to a Client’s Payor Profile

Files can be added a linked to a client’s payor profile.

To add a file to a payor:

  1. Navigate to the  Contacts module and select Clients
  2. Click the name of the client
  3. Click the Profile tab on top of the client’s Dashboard
  4. Click Payors
  5. Click the Details link on the top right hand-side of the current insurance you wish to add a file to
  6. Click the Overview tab
  7. Click File Link  under Link File
    • To link an existing file that has already been uploaded to CentralReach, enter the name of the file and click the link  icon button
    • To upload a new file, click Upload new file and select the name of the file you wish to link to the payor
  8. Click Save Payor

Contacts / Dashboard / Profile Copy a Client Insurance Payor Information

Client’s insurance payor information saved in their profile can be copied to help you add a new insurance payor to their profile without having to manually enter all the information.

To copy a client’s insurance information:

  1. Navigate to the  Contacts module and select Clients
  2. Click the client’s name
  3. Click the Profile tab on top of the client’s Dashboard
  4. Click Payors
  5. Click Make A Copy Of This Insurance  icon
  6. Edit the insurance information on the Overview, Insurance, Subscriber & Patient tabs accordingly. Click here to learn more.
  7. Click Save Payor

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 as each service code in this authorization
  • Change payor on any applicable billing entries in the Billing module
  • Recurring appointments will need to be checked to ensure you are using the correct payor

Once all of these changes have been made, you can delete the old payor profile if necessary, by clicking the trashcan  next to the payor’s name.

Contacts / Dashboard / Profile 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 

8. 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

9. 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

10.  Click Save Payor

  • 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 / Dashboard / Profile 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 / Dashboard / Profile Add a Diagnosis Code to a Client’s Profile

When adding diagnosis codes to a client’s profile, the diagnosis code will be included in future billing entries and claims (unless overridden by authorization settings).

To add a diagnosis code:

  1. Navigate to the  Contacts module and select Clients
  2. Click the name of the client you wish to add a diagnosis code to
  3. Click the Profile tab on top of the client’s Dashboard
  4. Click the Settings tab
  5. Click Claim Settings
  6. Type the diagnosis code under Default Diagnosis Codes
  7. Select the appropriate diagnosis code and click Save changes
  8. If the client has custom identifiers, which may be payor-specific, enter the qualifier type, the value, add an optional note, and click the save button on the right hand-side

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Contacts / Dashboard / Profile 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 an emergency.

To add an additional contact for a client’s account:

  1. Navigate to the  Contacts module and select Clients
  2. Click the name of the client
  3. Click the Profile tab on top of the client’s Dashboard
  4. Under the Profile tab, click Additional Contacts
  5. Click Add New on the top right hand-side corner
  6. Enter the person’s contact information, and click Save Contact

help article screen shot additional contacts 3

 

Contacts / Dashboard / Profile 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 / Dashboard / Profile Update a Client Mailing Address

The client mailing address serves as the master address in CentralReach.  This address can be used to schedule appointments as well as to create billing invoices. Once the client’s address is added to CentralReach, it will appear on the left hand-side panel of the client’s Dashboard.

To add a client’s mailing address:

  1. Navigate to the  Contacts module and select Clients
  2. Click the client’s name
  3. Click the Profile tab
  4. Click Basics
  5. Click the Address tab
  6. Enter the contact’s address details and click Save Address

Contacts / Dashboard Create an Activity Note

Activity notes can be added to any contact in CentralReach, via the Activity & Call Log widget in a contact’s Dashboard

To add an activity note:

  1. Navigate to the Contacts module and then select Everyone
  2. Click the name of the contact
  3. Hover over the Activity & Call Log widget and click the icon
    • To learn how to add a widget to the Dashboard, click here
    • Alternatively, click Profile on top of the Dashboard, and then click Activity/Call Log under the Profile tab
  4. Click Add New
  5. Complete the form:
    • Type: click to select the type of activity note you are adding
    • Subject: enter the subject
    • Date: enter the date
    • Length: enter the activity length
    • Add Note: add additional details
    • Visible: click to define who will be able to view the activity. 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.
      • Click the checkbox next to the contact name, to share the call/activity log with the contact you are creating it for
    • Click Save Activity and the activity will be shown in the Activity & Call Log widget in the contact’s Dashboard

Contacts Contacts Export File

A contacts’ file can be exported out of CentralReach from the Contacts module.

To export contacts:

  1. Navigate to the  Contacts module and select the type of contact you would like to export from the drop-down list
  2. Enter any labels you would like to filter contacts by, using the search bar
  3. Click the download  icon on the top right hand-side and select CVS or Text
  4. Click Go to Files on the Export pop up
  5. Your contacts file will be generated and will be available in the  Files module for you to download it

Contacts Contact Favorites List

You are able to set up a favorite list of contacts to be able to quickly and easily access contacts by filtering them in the contacts grid and including them the Favorites widget in your Dashboard.

To mark a contact as a favorite:

  1. Navigate to the Contacts module and select Everyone
  2. Click the contact name
  3. Click the star  icon over the contact’s picture or the face image on the left hand-side panel of the contact’s Dashboard

To view your favorite contacts in the Contacts module:

  1. Navigate to the Contacts module and select Everyone
  2. Click the drop-down menu next to the checkbox  on the top left side of the contacts grid, and select Favorites
  3. Your favorite contacts will be displayed

To view your favorite contacts in your Dashboard:

  1. Navigate to the  Dashboard module and select Home/My Dashboard
  2. Go to your Favorites widget where your favorite contacts will be displayed
    • To learn how to add the Favorites widget to your Dashboard, click here

Contacts Search for Contacts Using Labels

CentralReach offers the ability to filter contacts based on contact labels. Labels allow you to filter or exclude contacts based on the defined label criteria.

To filter contacts by a label:

  1. Navigate to the  Contacts module and select Everyone
  2. Enter the name of the label you would like to filter contacts by, in the search bar. Add as many labels as needed
  3. Alternatively, click the filters  icon to expand the left hand-side panel and click the Labels tab
    • Click Private Labels to view all the labels you have created. Click any label to add it as a filter
    • Click Organization Labels to view all the labels your organization has created. Click any label to add it as a filter
  4. Once a label filter is applied, the label name will be added on top of the contacts grid
    • Click the drop-down  next to the label name and select Switch to Exclude to exclude the contacts with such label from the list
    • Click the x next to the label name to remove the filter from the list
    • Click Save this view as a filter to save the filter view

Contacts Organization ID

When logged in to CentralReach with the organization account, you will be able to view the organization’s ID on left hand-side panel of the  Dashboard module or by clicking the organization name on the top right corner.

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Contacts Disable Employee Access Without Inactivating their Account

When someone is no longer employed with your organization, you may still need their account active for a couple of days or weeks following their unemployment for payroll purposes. If the contact is active in CentralReach, there is no way to prevent the user from logging into the system unless you deactivating their account. If you need to keep the account active, we recommend you remove the user’s permissions so that if they log in to CentralReach, they will not be able to access any modules or information, and you are able to complete all your internal administrative work related to that contact before deactivating them.

To learn how to disable a contacts permission, click here.

Contacts / Dashboard / Profile Deactivate or Reactivate a Contact

Due to HIPAA regulations, once a contact is created in CentralReach, the contact can’t be deleted from the system. However,  contacts can be made inactive and their account activity and history will be maintained while the user will be disabled from logging in to the system. Once a contact is made inactive, he/she can be reactivated if needed.

To update a contact status:

  1. Navigate to the  Contacts module and select Everyone
    • To inactivate a contact, click the contact name
    • To reactivate a contact, click the drop-down menu on the top left corner of the contacts grid, and select Inactive Employees, Inactive Clients or Inactive Generics, to filter your inactive contacts. Then click the contact name.
  2. Click the Profile tab
  3. Click Basics under the Profile tab
  4. Under Status
    • Click the link Make-inactive to inactivate the contact
    • Click the link Make Active to reactivate the contact
  5. Click Yes on the Confirm pop up

Contacts Managing Inactive Contacts

CentralReach allows you to connect inactive contacts to active employees in your organization. This may be necessary due to the following reasons:

  1. Employees in the organization may need to have access to an inactive client contact information for billing, authorizations and claims processing, or to view billing history
  2. Employees in the organization may need to have access to inactive employees timesheets history or their previous schedule

While employees will have the ability to view inactive contacts history and information once connected, no changes can be made to an inactive contact. To make changes to a contact, the contact must be active. If there are changes needed, you may consider making the contact active and then inactivating such contact again.

Additionally, inactive contacts are not included in the Scheduling module calendar views, are not included in payroll reports, can’t be included in timesheets, and aren’t included as providers to schedule an appointment.

Contacts Connect a Client to a Network Provider

To connect a client to a network provider, and the provider is already a CentralReach user:

  1. Navigate to the  Contacts module and select Clients
  2. Click the client name
  3. Click the Profile tab on top of the Dashboard
  4. Click Provider Network
  5. Scroll down under the Refer Someone to “Client Name” section and enter the name of the provider you would like to suggest the client connects to
  6. Enter a message under the Add Optional Invite Message bar, and click Send Invite
  7. An email invitation will be sent to the network provider recommending him/her to connect to the client

To learn how to accept or reject an invitation, click here.

Contacts Connect Employees to Network Providers

Organizations are only able to manage connections between employees, between employees and clients and between network providers and clients. When an employee wants to connect to a network provider, they can do so by sending the network provider an invitation to connect.

To send an invitation to a network provider:

  1. Navigate to the Contacts module and select Everyone
  2. Click + Add New  and select Provider 
  3. Click Default provider form
  4. Complete the form
    • Contact Type: Provider will already be selected as the contact type
    • First Name: enter the provider first name
    • Last Name: enter the provider last name
    • Email: enter the provider email
    • Click Create Contact
  5. An invitation will be sent to the provider to accept the invitation to connect. Once accepted, the provider and the employee will be connected.

Contacts Accept a Network Invitation

To accept an invite request to join a contact’s (client or employee) CentralReach network, you will receive an email from CentralReach to activate your account (if you don’t already have an account created in CentralReach) and to accept or reject to connect to the contact.

To accept/reject a network invitation:

  1. Log in to CentralReach. If you don’t have a CentralReach account:
    • Click the link on the email
    • Enter a username and password and click Activate Account
    • Once done, you will receive another email confirming the account has been created. Click the link to be taken to CentralReach’s login page: Members.CentralReach.com
    • Enter your username and password and click Login to CentralReach
  2. Once logged in, navigate to the   Contacts module and select Invite Requests 
  3. Click Accept, to approve, or Reject, to decline the network invitation request
  4. Upon accepting the invitation, you will be able to share files and see certain information from the contact in a HIPAA compliant manner

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Contacts / Dashboard / Profile View Client Established Connections

To view or update the connections and the level of access other employees have to the client’s information through an established connection:

  1. Navigate to the  Contacts module and select Clients
  2. Click the name of the client
  3. Click the Profile tab on top of the Dashboard
  4. Click Provider Network under the Profile tab
  5. All the contacts connected to the client will be listed on the screen
  6. To view the connection details, click the gear  icon on the right hand-side
  7. Update sharing settings by checking/unchecking any desired items and click Update sharing settings
    • Click Yes to confirm the changes
  8. Click Remove Contact Name from Contact Name Network to remove the employee from the client’s network
    • Click the checkbox  next to the items you wish to remove any connections from
    • Click Yes to confirm the changes

Contacts Auto Share Client Information with Employees via Connections

When connecting clients to employees, the connection form allows you to automatically select the level of access the employees should have to the client’s information through the Permission and Sharing options, so the employee can automatically see all existing or only future client files, notes, authorizations, Learning Trees and Sessions, instead of having to manually share these, one by one, with the employee from each corresponding module.

  • Permission
    • Client-admin: gives the employee(s) the ability to edit the profile of the client and view the client’s email. 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 nor view their email.
  • 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

 

 

Contacts Limit Employee to Employee Contact Information Visibility

To limit the amount of employee contact information shown to employees that are connected to each other, you can disable the permission Contacts > Manage Employees from the employees you wish to limit this visibility from.

Removing this permission from an employee means that they will not be able to edit the profile of any employees they are connected to, and will only be able to 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, messages, and schedule for them, as the permission only provides limits to the contact’s profile.

Contacts Allow Employees to See Client Email Address

For an employee to see a client’s email address, the employee must be connected to the client and must have Client-Admin permission. If the employee has Read-Only permission, he won’t be able to view the client’s email.

Contacts / Permissions Permission to Disable Client Portal Contact View

The  Permissions module provides you an option that allows you to create a permission group with users who should be hidden from clients in the Client Portal. This feature allows you to hide contacts who need to be connected to clients for administrative tasks such as billing and scheduling, but should not be visible to the client in the Client Portal Teams menu, for messaging or any other communication.

To create a permission group of contacts to be hidden in the Client Portal:

  1. Navigate to the  Permissions module
  2. Click + New Group on the top right hand-side of the page
  3. Click Name to enter a permission group name
  4. Click Description to enter the description of the group
  5. Click Save New Group
  6. Click the Permissions tab
    • Click the toggle to Hide Employee from Client Portal
  7. Click the Users tab:
    • Enter the employee name to be assigned to this permission group and click enter or click Browse all employees not yet added to “Group name” to display a list of all your employees
    • Select who needs to be added to this group
    • Click Add Selected
    • To remove an employee from this permission group, click the trashcan icon next to the employee name