Client Portal

The Client Portal is CentralReach’s web portal for organizations’ end clients. The portal is designed with an easy to navigate user experience, menus, and features tailored specifically for end clients to access their account information.

Client Portal How to Access Clients’ Notes & Forms from the Client Portal

To view a client’s notes & forms from the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Select the Files menu on the main menu bar
  3. A list of files will display. Select the note & form from the grid or search for it in the Search files… search bar at the top of the screen
  4. After selecting a file, click the Note/Form tab at the top of the screen
  5. Click Save after making any changes, or Save and Lock to lock the note & form
    • Please note, once a note & form is locked, it cannot be unlocked.

Client Portal How to Set Up Parent Goals in the Client Portal

In the Clinical menu of the Client Portal, parents can collect data through sessions in learning trees.

To set up parent data collection in clients’ learning trees:

  1. Add a parent goals Cumulative branch to the client’s learning tree
  2. Create a session and add the parent goals branch to the session
  3. In the session, click the gear icon to access “Session Options” and then click Sharing & Access 
  4. Enter the name of the Client Portal user under “Sharing Access to this Session”
  5. Click Save

Parents can then access goals in learning trees and collect data in sessions by logging into the Client Portal. 

Client Portal Navigating the Clinical Menu in the Client Portal

The Clinical menu is designed to provide clients access to their clinical data, by accessing their Sessions/Data Sheets via the Portal. Having access to sessions allows clients to:

  • Collect and graph data
  • View past data history
  • Review descriptions, instructional notes, and comments for each branch in the session

By default, clients have access to sessions. Clients’ access to Sessions can be disabled in the “Sharing & Access” tab in sessions’ settings.

To access the Clinical menu in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Clinical menu on the main menu bar
  3. Use the buttons at the top of the screen to view Learning Trees and Sessions. Users can then view:
    • Status: indicates if the learning tree or session is active or inactive.
    • Name: the name of the learning tree or session.
    • Created by: the user or provider who created the learning tree or session.
    • Goals: Total/Met/In Progress: displays the total number of goals, the number of goals that have been met, and the number of goals in progress, respectively.
  4. Click the 50 per page drop-down on the right-hand side to change the number of learning trees and sessions on the screen.

Client Portal / Scheduling Enable/Disable Client Appointment View

When scheduling new client appointments, you can control the appointments clients can view in the Schedule menu of the Client Portal. Client appointment visibility must be defined when creating a brand new appointment through the “Visible to Client” toggle. When Visible to Client is enabled, the client will always see the appointment in their schedule, and all future appointments in the recurring series.

If enabled, client visibility cannot be hidden after the appointment is created, and the appointment and all recurring series will be shown in the Client Portal. If the toggle is disabled when the appointment is created, the appointment will be hidden from the client schedule in the Client Portal, and users can enable view for each individual appointment one by one, or in bulk, at a later time.

To disable the Visible to Client toggle:

  1. Navigate to the  Scheduling module and select  Settings
  2. Click  Additional Settings
  3. Click the Allow Hiding Appointments from Clients drop-down and select No
  4. Click Update

Click here to learn how to create an appointment.

Click here to learn how to unhide an appointment from the Client Portal.

Client Portal Access to the Client Portal

To access the Client Portal, clients must receive login credentials from their organization. Login credentials can be established for a client via the Client Profile, or can be automatically enabled via client contact forms.

Once the client receives their login credentials via email, they can visit members.centralreach.com and enter their username and password to access the Client Portal. The first time a client logs in, they will be prompted to update their login information for security purposes.

Client Portal Manage My Client Profile

The Client Portal allows clients to manage their profile and schedule availability, update their contact information, and opt-in to receive notifications: For clients to set up their profile:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the top right corner photo or face image icon and then click your client name/ID on top of the drop-down menu
    • Or, navigate to the  Dashboard module and select Home
    • Click My Profile
  3. Click the Profile tab
    • Basics: update personal information, such as name, address, phone number, date of birth, SSN, and payment information for the CentralReach Marketplace.
      • The SSN field will automatically populate on generated claims.
    • Profile Picture: upload or update your profile picture, which will replace the image on the top left corner of your account.
    • Login & Access: update Client Portal login information, set up two-factor authentication, and add security questions for username and password retrieval.
    • Activity/Log: view, enter, and save call activity and history, for future reference.

4. Click the Settings tab

  • Availability: view, update, and add availability. Availability allows your organization and providers to know the exact times and dates when you are available for appointments, to facilitate the appointment scheduling process. Click here to learn how to set up availability.
  • Notifications: view, update, and set up text message or email notifications, to receive notifications for new messages, timesheets, invoices, and appointment or task updates made to your account. Click here to learn how to set up notifications.

Client Portal Set Up Notifications in Client Portal

Clients can opt-in to receive email or text message notifications when new messages are received, new invoices are posted in their account, changes are made to their schedule, and when there are updates pertaining to tasks.

To set up notifications:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the top right corner photo or face image icon and then click your client name/ID on top of the drop-down menu
    • Or, navigate to the  Dashboard module and select Home
    • Click My Profile and then select the Settings tab
    • Click Notifications
  3. Complete the Mobile Setup section, to configure text message notifications
    • Carrier: click the drop-down list and select your mobile carrier
    • Phone Number: enter your phone number and click Send Verification Code. You will receive a text message with a verification code
    • Verification Code: enter the verification code received and click Finish Setup
  4. Complete the Notifications section to confirm the notifications you want to receive and the method you want to receive them:
    • Click the checkbox under the email column to be notified via email
    • Click the checkbox under the SMS column to be notified via text message
    • To disable notifications, un-check the corresponding checkboxes
  5. Click Save Settings

Client Portal Set Up Availability in the Client Portal

Clients can set up their availability in the Client Portal to streamline the appointment scheduling process, so the organization only schedules appointments during times when the client is available.

For a client to set up their availability in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the top left corner photo or face image icon and then click your client name/ID on top of the drop-down menu
  3. Click Settings
  4. Click Availability
  5. To add availability
    • Click Add New
    • Name: enter the availability name (E.g. My morning session)
    • Organization: the organization name will be pre-populated. Edit if necessary
    • Starts On/until: select the dates when the availability starts and ends
    • When: select the availability start and end time
    • Repeat On: select the days of the week the availability will apply
    • Notes: add any additional comments
    • Click Save Availability
  6. To edit availability
    • Click the availability you want to edit
    • Edit the availability information
    • Click Save Availability
  7. To cancel or delete an availability
    • Click the trash can  icon next to the availability you want to cancel

Client Portal View and Send Messages

Clients can securely receive and send messages to contacts they are connected to via the Client Portal. All messages can be viewed in the Messages menu. The Messages widget in the Dashboard menu provides access to quickly preview messages and to compose a new message.

To view and send messages:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Messages menu on the main menu bar
    • Or, the Messages widget in your Dashboard provides you quick access to preview new and recent messages, and a link to compose a new message
  3. Use the buttons on top of the screen to filter your messages. The status along with the date and time the message was created is identified on the right side of each message
    • New: displays all of the messages you have not yet opened or viewed
    • Inbox: displays all new and viewed messages
    • Sent: displays all messages you have sent
    • Archived: displays archived messages. You are not able to delete messages. If you want to remove messages from your Inbox, you will need to archive them. Once archived, messages can be unarchived to return them to your Inbox
  4. Click any message you want to view, and use the buttons to reply to the message, if needed
  5. To create a new message, click + New Message, and complete the form by entering the message details and adding attachments, if needed
  6. Click Send Message

Client Portal Preview, Download, Share, and Upload Files

Clients can securely preview, download, share, and upload files via the Client Portal. All files are saved and can be viewed in the Files menu. The Files widget in the Dashboard menu also allows quick access to new and recently added files and a link to upload new files.

Please note:

  • Clients are unable to edit files from the Client Portal.
  • Clients can only view files shared with them.
  • Session notes and forms being filled out for the client will automatically be hidden from the client unless they have been signed by the client. If the note or form contains a field for the client’s signature, the note or form will automatically be shared with the client.

To access Files in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Files menu
    • Or, click the Files widget in the Dashboard menu
  3. Use the buttons on top of the screen to filter files:
    • All files: displays all files.
    • New files: displays all unviewed files.
    • Authorizations: displays insurance authorizations only.

To preview or download a file:

  1. Select the file name
  2. Click Preview to view the file
  3. Click Download File to download and save the file on a local device.

To upload a new file:

  1. Click + Upload New
  2. Drag and drop the file into the Drop files here to upload box
    • Or, click Select up to 20 files and select files to upload from a device
  3. Click Begin Upload
  4. Click Save File

To share the file:

  1. Click the Share tab on top of the screen and enter the team members the file will be shared with.
  2. Click Share File

Client Portal Add and View Activity & Call Notes

The Activity & Call Log widget in the Client Portal Dashboard includes information organizations or clients add and share with each other, pertaining to calls, notes, and conversations they make a note of.

For example:

  • The organization calling the client and leaving a message for the client to return the call.
  • The reason why an appointment was rescheduled.

For a client to view their Activity & Call Log:

  1. Login to the Client Portal at members.centralreach.com
  2. In the Activity & Call Log widget in the Dashboard, click the activity you want to view. If you do not have any activity and want to add an activity to your log, hover over the widget and click the New Activity icon, and skip to step 6 below
    • Or, click the top left corner photo or face image icon and then click your client name and ID on the top of the drop-down menu
    • On the “Profile” tab, click Activity/Call Log
  3. You will be redirected to the Activity & Call Log section and can view all of your call log activity
  4. To edit an activity:
    • Click Edit Activity on the top right side of the activity
    • Edit the form and click Save Activity
    • Please note, activity added by your service provider or therapist cannot be edited
  5. To delete an activity:
    • Click Delete on the top right side of the activity
    • Click Yes in the confirmation pop-up
    • Please note, activity added by your service provider or therapist cannot be deleted
  6. To add a new activity:
    • Click Add New on the top right corner
    • Complete the form and click Save Activity
  7. To configure the “types” of activities:
    • Click the gear icon next to the “Add New” button
    • Click Add New Activity
    • Add the types you want and click the save icon
      • Please note, this step is only for the organization’s account.

Client Portal Navigating the Billing Menu

The Client Portal Billing menu provides clients access to view, download, and pay invoices, as well as view and sign timesheets after services are rendered.

To access the Billing menu in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Billing menu on the main menu bar
  3. Use the buttons on top of the screen to filter Invoices, view All Timesheets, and filter Unsigned Timesheets

Client Portal / Billing / Billing / Filters / Invoices View and Pay Invoices From the Client Portal

Clients can pay invoices from their Client Portal account if the organization marked the invoice as “Client: Payable” and “Client: Visible,” and the organization accepts credit card payments. Credit cards can be saved to the Client Portal to make invoice payments in full. 

To pay an invoice via the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Billing menu
  3. Click Invoices on top of the Billing screen
  4. To view an invoice, click the download icon next to the “Paid in Full” column
  5. To pay an invoice, click the Pay button next to the invoice
  6. To make a payment using an existing credit card:
    • Click Pay with a Saved Card
    • Click the credit card you want to use
    • Enter the card CVC
    • Click Pay Invoice for $X
  7. To make a payment using a new credit card:
    • Click Use a New Card 
    • Complete the Credit Card Info, Billing Info, and Card Name sections
    • To save the new card under the “Credit Card Info” section, click the Save this Card toggle
    • Click Pay

Please note, credit cards saved in the Client Portal are not accessible in clients’ profiles from the organization account unless they have already been added to the client’s profile

Client Portal How to Sign Timesheets from the Client Portal

Clients are able to sign provider timesheets after services are rendered from their Client Portal account.

To sign a provider timesheet:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Billing menu on the main menu bar
  3. Click Unsigned Timesheets on top of the Billing screen
  4. Click the calendar icon to select the date range you want to view
  5. Click the eye icon on the right side of the timesheet to Preview Timesheet and view service details
  6. Click the checkbox  on the left-hand side of the timesheet you want to sign, or click the checkbox on the top left side of the screen to select all timesheets
  7. Click  Sign Timesheets on the top left-hand side of the screen
  8. Enter the following information:
    • Person Signing: enter your full name
    • Signature: use your mouse or finger (tablet/mobile device) to enter your signature
    • Read and click the checkbox next to the disclaimer
  9. Click Save

Client Portal Navigating the Schedule Menu

The Client Portal Schedule menu provides clients with access to view all of their scheduled appointments. The Appointments widget in the Dashboard menu also provides quick access for clients to view their upcoming appointments.

To access the Schedule menu in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Schedule menu on the main menu bar
    • Or, the Appointments widget in your Dashboard provides quick access to view your upcoming appointments
  3. The Calendar view defaults to week view. Click Week  to change to day or month view. Use the navigation buttons and the calendar icon to go to the next day, week, or month, depending on your selected view
  4. Click any appointment in the calendar to view all of the appointment details
  5. Click the icons on the top right side of the calendar to:
    • : print your schedule
    • : export your scheduled appointments to your iCal or Outlook calendar
    • : be redirected to add your availability

Client Portal View, Create, and Manage Tasks

The Client Portal Tasks menu provides clients with access to view all of their assigned tasks and to create new tasks to be assigned to the contacts they are connected to.

To access the Tasks menu in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Tasks menu on the main menu bar
  3. To view a task:
    • Click the number under the “Id” column to open the task
    • Click the  icon on the top to complete the task
    • Click the  icon to add comments and attachments
  4. To create a task
    • Click + NEW TASK
    • In the “New Task” screen, complete the form with the following information:
      • Name: name of the task
      • Description: a detailed description of the task
      • When is it due?: enter the task due date
      • Who is responsible?: click the drop-down to select one of the following
        • You: if the task is an assignment for yourself
        • Choose someone…: to assign the task to somebody else
          • Find Person/Group: enter the name of the person the task should be assigned to
        • Leave unassigned: if the task should not be assigned to anybody
      • Is this task on behalf of a person?: select one of the following:
        • Yes: if the task is being created on behalf of another person
          • On behalf of: enter the name of the person the task is created for
        • No: if the task is not created on behalf of another person
      • Attachments: click UploadSelect Files, or drag the file to the “Drop files here to upload” to attach relevant documents to the task
  5. Click Create Task