To add a credit card to a client’s profile:

1. Navigate to the Contacts module and select Clients
2. Select a client to be directed to their Profile
3. Click the Profile tab at the top of the Dashboard and select Payors
4. Click the Add New drop-down and select Credit Card
5. In the “Overview” tab, add a nickname and notes
6. In the “Card Holder” tab, add the credit card holder’s:
   • First and last name
   • Address
   • City and state
   • Zip code
7. In the “Card Info” tab, select the Is Primary checkbox if the card will be the main card on file, and enter the:
   • Card type
   • Name on card
   • Credit card number Security Code
   • Expiration date
     • Please note, the card will be accepted until the last day of the expiration month.
8. Click Save Payor. If you receive a validation warning message, credit card credentials have not been met. 

Click here for a list of credit card credentials that are required for saving a credit card.

Organizations can restrict scheduling based on employees’ credentials through fee schedules. First, users must add employee credentials.

To add employee credentials:

1. Navigate to the Contacts module and select Employees & Co-workers
2. Click on an employee to be directed to their Profile
3. Click the Profile tab and select EXT. Profile
4. Click Licenses & Certifications
5. Under “Certifications,” click Add New
6. Within the “Add Certifications” window, fill in the following criteria:
   • Certification (required): the type of employee credential
   • Date Certified (required): the month, day, and year the certification was obtained
   • Expires: the month and year the certification expires, if applicable
   • Certification Number: the credentials number, if applicable
   • Description: a brief description of what the certification is
7. Click Save Certification

Click here to learn how to set employee credential requirements in service codes.

To edit clients’ payor information:

1. Navigate to the Contacts module and select Clients
2. Click on a user to be directed to their Dashboard
3. Click Profile and select Payors
4. Click Details and select the Subscriber tab
5. Edit any information and click Save Payor
   

Once a contact is created in CentralReach, the contact cannot 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 into the system. After a contact has been deactivated, the contact’s access to all files and connections is revoked. Once a contact is made inactive, they can be reactivated, if needed. Upon reactivation, users will need to be reconnected with other users and files will need to be shared accordingly.

Please note:

• This is retroactively applied to all contacts (Employee, Client, and Generic).
• Admin and employees can still access deactivated users’ files.
• Removing access and deactivating contacts does not delete their SSO profiles.

To update a contact’s 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 and then Basics
3. Click Remove Access next to the “Linked To” field
4. Under Status:
   • Click Make-inactive to deactivate the contact
   • Click Make Active to reactivate the contact
5. Click Yes on the Confirm pop-up
   
   

Click here to learn more about managing inactive contacts.

Users must be connected to other employees and have the (Utilities > Connect Employees & Clients) permission to update the connections and level of access other employees have to clients’ information.

To view or update the connections and the level of access other employees have to clients’ 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.
9. Click the checkbox  next to the items you want to remove any connections from.
   • Click Yes to confirm the changes.

To edit a user’s contact information:

1. Navigate to the Contacts module and select Everyone
2. Click the name of the contact to update
3. Click the Profile tab on top of the contact’s “Dashboard”
   • Click Basics to update the contact’s basic information, such as legal name, chosen/preferred name, primary email, and NPI number, or to inactivate a contact.
     • To edit the primary email, click Change email address
       • It is recommended that employees use their company email address rather than their personal email.
       • Please note:
         • Users with the (Contacts > Manage Employees) permission can modify other employee’s first and last names, and email addresses in the Basics section of their CentralReach Profile.
         • Users with the (Contacts > Manage Client Profile) permission can modify clients’ first and last names in the Basics section of their CentralReach Profile.
     • More than one email address can be added to a client’s Profile
       • Enter a secondary email in “Additional Email”
       • Please note, anything sent from CentralReach will be sent to the primary email address.
     • Enter the following occupations in the Job Title field and select from the list:
       • Behavior/Behavioral Analyst
       • ABA/Behavioral Assistant
       • Behavior Interventionist
       • BCBA Clinical Supervisor/Manager
       • Behavior Clinician
       • Behaviorist
       • Behavior/Behavioral Consultant
       • Behavior Specialist
       • BCBA Program Supervisor
       • Or, users can enter other occupations in the field, which will not auto-populate, and save.
   • Click Profile Picture to upload a contact’s picture, as seen in their Dashboard
   • Click Login & Access to be directed to your SSO settings 

Click here to learn how to update contact information from the Client Portal.

To give users access to CentralReach:

1. Custom forms with both Send custom email and Send login information selected in the “Email” tab automatically give users access and send an email with login steps to set a password.
2. Custom forms with Set up user without email notification also give users access to CentralReach, but they do not automatically get an email and must use the “First Time User” workflow to log in. 
3. If “Send custom email” and/or “Send login information” is not selected, a user does not automatically get an email from CentralReach. The organization account needs to:
   • Navigate to the Contacts module and select the user
   • Select the Basics tab
   •  Click Convert to User next to the “Contact Type” field

The user can navigate to login.centralreach.com and select First Time User? to set a password for their account.

Once you have created your office locations, apply them to any account.

A contact’s office location will appear on the employee’s Dashboard, as well as on the contacts grid.

To apply an existing office location to a contact’s account:

1. Navigate to the Contacts module and select Everyone
2. Search or click the name of the contact you want to apply an office location to
3. Click the Profile tab on top of the contact’s Dashboard
4. Click  Basics
5. Scroll down to the bottom and select an office location through the Primary Office Location drop-down menu
6. Click Update

Click here to learn how to add new office locations.

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. To delete the employee’s claim settings:
   • Click Remove claim settings
   • Click Continue in the “Remove claim setting” pop-up
8. Click Save Claim Settings

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 Home
   • 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

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 section of the Billing 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 Profile and select Principals
5. Click Add New
6. Complete the New Principal form:
   • Principal: enter the name of the user who will be the principal for this contact
   • Principal Type: select the type of principal this user is for the contact
   • Start Date (optional): enter the date when the principal relationship will start
   • End Date (optional): enter the date when the principal relationship will end
   • Hide this principal?: click the checkbox to hide from employees who do not have admin permission over this contact
7. Click Add Principal

Please note, employees must be connected to clients when adding them as principals.

Files can be added and 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 and select Payors
4. Click Details on the top right-hand side of the current insurance you want to add a file to

5. Click the Overview tab

6. Click the File Link  drop-down next to Linked 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 want to link to the payor

7. Click Save Payor

Clients’ payor information saved in their profiles can be copied to add new insurance payors to their profiles without having to manually enter all of 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, and Patient tabs accordingly. Click here to learn how to add a payor to a client’s profile
7. Click Save Payor
8. If this change will affect the current authorization:
   • Open the authorization and change the payor for the Global Authorization, as well as each service code within the authorization
   • Change the 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
     
9. Once all of these changes have been made, delete the old payor profile, if necessary, by clicking the trash can  next to the payor’s name

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 to add a diagnosis code to
3. Click the Profile tab on top of the client’s Dashboard
4. Click the Settings tab and select Claim Settings
5. Enter the diagnosis code in Search for ICD diagnosis codes…, under “Default Diagnosis Codes”
   
   
6. Select the appropriate diagnosis code and click Save changes
7. 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
   
   

Click here to learn more about how diagnosis codes are pulled to timesheets.

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 at the top of the client’s “Dashboard” and select Additional Contacts
   
   
4. Click Add New on the top right-hand side
5. Enter the person’s contact information and click Save Contact
   

In order for client claim information to auto-populate during claim submissions, 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 the Contacts module and select a client
2. Click Profile
3. Click the Settings tab and select Claim Settings
4. Search for and add the client’s diagnosis code
5. Click Save Changes
6. To set up a custom client identifier, select the appropriate type from the Qualifier drop-down
   • Type in the value before clicking Save 

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 be geocoded and 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