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

To edit a user’s contact information:

1. Navigate to the  Contacts module and select Everyone
2. Click the name of the contact you want 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 name, credentials and NPI number, or to inactivate a contact
   • Click Profile Picture to upload a contact’s picture to be seen in their Dashboard
   • Click Login & Access to edit or add a username and password for the contact to log in to CentralReach

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

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 the  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.

Click here if you need to reset your own username or password.

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 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

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

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

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

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, and Patient tabs accordingly. Click here to learn more
7. Click Save Payor
8. 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

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

If you cannot find an insurance plan to be added to a client profile, confirm with your organization that the plan 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, view the plan to add it to the client’s profile.

If the Org Account does not 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). Indicate whether you submit claims via OfficeAlly or Waystar (ZirMed)

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

• Insurance plan name
• Insurance address

Click here 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.

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 want 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. Type the diagnosis code 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

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

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 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

Due to HIPAA regulations, 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. Once a contact is made inactive, they 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

Users must have the (Contacts > Access) and (Contacts > Manage Employees) permission to view or update the connections and level of access other employees have to clients’ information.

• If users only have the (Contacts > Access) permission, they cannot view the auto-share connections

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