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.

Creating

Information about creating new contacts in Contacts

Contacts Employee Signature Settings

Users with the (Contacts > Manage Employee Signatures) permission can set up and view employee signature settings.  

To audit employee signature settings: 

  1. Navigate to the Contacts module and select an employee contact. 
  2. Click Profile in the secondary navigation bar and select the Settings tab. 
  3. Click Employee Signature Settings. If the employee has signatures set up, users can view active saved signatures and any archived saved signatures, if applicable.  

Contacts / Dashboard / Profile How to Add a Credit Card to a Client’s Profile

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.

Contacts How to Manage Connections

Coming soon  (Official launch targeted for Q1 2024)

Using the simplified connect/disconnect process, users can easily manage user connections and (optional) auto-sharing settings. 

To manage user connections: 

  1. Navigate to the Contacts module and select Utilities & Tools in the drop-down. 
  2. Click on the Manage Connections tile. 
  3. Select one of the two connection types in Step 1: 
    • Employees to Clients 
    • Employees to Employees

To manage Employees to Clients’ connections: 

  1. After navigating to the Manage Connections tile, select Employees to Clients in Step 1. 
  2. In Step 2, select Manage Access To One Client For Multiple Employees or Manage One Employee’s Access To Multiple Clients.  
    1. Users that selected Manage Access To One Client For Multiple Employees can enter two or more characters to search for a client. 
      • To edit auto-sharing settings or disconnect contacts, choose Currently connected and select the respective checkboxes to include in-active employees or include generics. 
        • In the search bar, users can search by employee name or label to filter the grid.
        • Click the pencil icon in an employee row to edit auto-sharing settings for records (optional) for documents, notes, authorizations, sessions, and learning trees. 
        • Click the unplug icon in an employee row to disconnect the selected contact. 
        • To bulk edit auto-sharing or bulk disconnect, select multiple employees by clicking the checkbox next to their name and using the Edit Auto-Sharing or Disconnect buttons at the top of the table.  
      • To connect contacts, click Currently not connected and select the respective checkboxes to include in-active employees or include generics. 
        • In the search bar, users can search by employee name or label to filter the grid. 
        • To connect a single contact, click the plug icon. 
        • To bulk-connect contacts, select the checkbox next to their name and click Connect. 
    2. Users that selected Manage One Employee’s Access To Multiple Clients can enter two or more characters to search for an employee. 
      • Once an employee has been selected, users can filter the table by all clients “Currently connected” or “Currently not connected” to the employee.  
      • In the search bar, users can search by client name or label to filter the grid.
        • Click the pencil icon in a client row to edit auto-sharing settings for records (optional) for documents, notes, authorizations, sessions, and learning trees. 
        • Click the unplug icon in a client row to disconnect the selected contact. 
        • To bulk edit auto-sharing or bulk connect or disconnect, select multiple clients by clicking the checkbox  next to their name and using the Edit Auto-Sharing and Connect or Disconnect buttons at the top of the table. 
          • Please note, when disconnecting contacts, users will be required to confirm this choice in a “Disconnect contacts” pop-up. 

To manage Employees to Employees’ connections: 

  1. After navigating to the Manage Connections tile, select Employees to Clients in Step 1. 
  2. In Step 2, select Manage Access To One Employee For Multiple Employees or Manage One Employee’s Access To Multiple Employees. 
    1. Enter two or more characters to search for an employee.  
      1. To edit auto-sharing settings or disconnect employees, choose Currently connected and select the respective checkboxes to include in-active employees or include generics.
        • In the search bar, users can search by employee name or label to edit, connect, or disconnect. 
        • Click the pencil  icon in an employee row to edit auto-sharing settings for records (optional) for documents, notes, sessions, and courses & training. 
        • Click the unplug icon in an employee row to disconnect the selected contact. 
        • To bulk edit auto-sharing or bulk disconnect, select multiple employees by clicking the checkbox next to their name and using the Edit Auto-Sharing and Disconnect buttons at the top of the table. 
      2. To connect employees, select Currently not connected and select the respective checkboxes to include in-active employees or include generics. 
        • In the search bar, users can search by employee name or label to filter the grid. 
        • To connect a single contact, click the plug icon. 
        • To bulk-connect contacts, select the checkbox next to their name and click Connect. 

Business Optimization / Contacts / Getting Started How to Offboard Employees

Organizations should follow the steps below to offboard employees leaving their organization.

To offboard employees:

  1. After the employee’s last day, remove their access and add a “SSO Connection Removed” label.
  2. Audit the user’s account by:
    • Converting all rendered appointments
    • Checking clinical documentation for signatures
    • Ensuring appointments have the correct start and end times
  3. Cancel or delete all past and present appointments that have not been rendered. 
  4. Delete all future appointments.
    • Reschedule clients with another employee, if necessary.
  5. Run payroll for the employee.
  6. It is recommended to add “INACTIVE” to the employee’s last name, especially if there are multiple employees with the same name.
  7. Deactivate the employee’s account.

Contacts Organization Signature Settings

Organization Signature Settings is located in the Contacts module under the “Settings” tab in a user’s Profile. Users with the (Contacts > Organization Settings) can set the signature requirements for all users in the organization. 

Please note, users can only use their own saved signatures, they cannot use a saved signature for someone else.  

To set up Organization Signature Settings: 

  1. Navigate to your Dashboard. 
  2. Click My Profile in the secondary navigation bar and select the Settings tab. 
  3. Select Organization Signature Settings to set or edit saved signature settings for all employees: 
    • Use the Enable preconfigured signature styles toggle to allow employees to choose from pre-loaded signature styles. 
    • Use the Enable hand-drawn saved signatures toggle to allow employees to hand-draw their signature and save it for future use. 
    • Edit the employee and client attestation statements, if needed. 
      • Please note, these fields have a 90-character minimum and a 300-character maximum.  
  4. Click Save.

Contacts / Dashboard / Profile Add Employee Credentials

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.

Contacts / Dashboard / Profile How to Edit Clients’ Payor Information

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

Contacts How to View User Activity in CentralReach

Users with (Contacts > View History) permission can view the history for all contacts they are connected to, such as certain billing, learn, contacts, forms, system access (login activity), reporting, files, scheduling, and task actions.

To view employee and client history in CentralReach:

  1. In the organization account: 
    • To view a specific contact’s history, navigate to the Contacts module and select Employees & Co-Workers or Clients.
      • Select a user to be directed to the “Dashboard.”
      • Click Profile and select History.
  2. To view all contacts’ activity, navigate to the Dashboard module and select Activity.
  3. The screen is organized by date and the actions that were performed on that specific day.
  4. Click the calendar drop-down to select a date range.
  5. Click Apply.
  6. Click the funnel icon and select a channel on the left-hand side to filter the screen by action.

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 select Everyone
  2. Select a contact
  3. Hover over the “Activity & Call Log” widget and click the icon
    • Click here to learn how to add a widget to the Dashboard
    • Or, 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: select the type of activity note
    • Subject: the subject
    • Date: the date
    • Length: the activity length
    • Add Note: add additional details
    • Visible: define who can view the activity:
      • 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
  6. 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 want to export from the drop-down list
  2. Using the search by, enter any labels you want to filter contacts by
  3. Click the download  icon on the top right-hand side and select CSV or Text
  4. Click Go to Files in the “Export” pop-up
  5. Your contacts file will be generated and is available in the Files module to download. The contacts file will include all employee details, such as email address and phone numbers

Contacts Contact Favorites List

Set up a favorite list of contacts to access contacts by filtering them in the contacts grid, and including them in 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
    • Click here to learn how to add the Favorites widget to your Dashboard

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.

  • Click here to learn how to create labels
  • Click here to learn how to assign labels to contacts

To filter contacts by a label:

  1. Navigate to the Contacts module and select Everyone
  2. Enter the name of the label you want to filter contacts by, in the search bar. Add as many labels as needed
  3. Or, click the funnel icon to expand the left-hand side panel, and click the Labels tab
    • Click Private Labels to view all of the labels you have created. Click any label to add it as a filter
    • Click Organization Labels to view all of 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 that 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 this view

Contacts How to Find your Organization ID

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

Contacts Disable Employee Access Without Deactivating their Account

When a user is no longer employed with the organization, the user’s account may need to remain active for a period of time following their unemployment for payroll purposes. 

Active contacts can still log into CentralReach until their account has been deactivated. It is recommended to remove the user’s permissions while their account is still active to prevent access to any modules or information, while being able to complete all internal, administrative work related to the user before deactivation.

After removing the employee’s access, there will still be a charge for the current billing period. However, if the employee is made inactive (or has been deactivated) during the following billing period, there will not be a charge for that employee, unless they were reactivated during that billing period. Please reach out to your CentralReach representative for questions.

To remove access:

  1. Navigate to the Contacts module and select the contact
  2. In their dashboard, click Profile and select Basics
  3. Click Remove Access

Please note, removing user access only prevents the user from logging into CentralReach and does not make them inactive.

Click here to learn how to disable permissions.
Click here to learn how to deactivate or reactivate a contact.

Contacts / Dashboard / Profile How to Deactivate or Reactivate a Contact

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.

Contacts How to Create Parent Labels

To create Parent Labels:

  1. Navigate to the Contacts module and select Contacts
  2. Click the gear  icon next to Organization Labels
  3. In the “Choose a Label” search bar, select Choose New Label
  4. The “Parent” search bar will default to “No Parent,” click on it and choose the Parent label you want the new label to appear under
  5. Click Update Label
    • Child labels will be listed under parent labels, as shown below

Click here to learn more about parent labels.

Contacts / Dashboard / Profile View Client Established Connections

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.

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, disable the (Contacts > Manage Employees) permission to limit employees’ visibility.

Removing this permission from an employee means they cannot edit the profile of any employees they are connected to and can only view the following information:

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

They can still 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 / Permissions Permission to Disable Client Portal Contact View

The Permissions module provides an option to create a custom permission group with users who should be hidden from clients in the Client Portal. This feature allows users 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.

Please note, system permission groups, such as “Hidden Contacts”, cannot be edited. By default, no system permission group allows users to hide clients from employees. However, custom permission groups can be created by duplicating a system permission group.

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

  1. Navigate to the Permissions module and click + New Group on the top right-hand side of the page.
  2. Enter the information in the Details tab:
    • Name: enter a permission group name.
    • Description: enter the description of the group.
  3. Click Save New Group.
  4. Click the Permissions tab.
    • Click the toggle to Hide Employee from Client Portal.
  5. Click the Users tab:
    • Enter the employee name to be assigned to this permission group under “Add Employees to this Group.” 
      • Or, click Browse all employees not yet added to “Group name” to view a list of all employees and then click the checkbox next to the employee being added to this group.
    • Click Add Selected.
    • To remove an employee from this permission group, click the trash can icon next to the employee name.

Contacts Converting a Generic Contact into an Employee

Generic contacts can be converted into employee contacts.

To convert a generic contact into an employee:

  1. Navigate to the Contacts module and select Generics
  2. Select the generic contact to be directed to their Dashboard
  3. Click Profile and then Basics
  4. Next to “Type,” click Make Employee
  5. Choose a Contact Form to convert the generic contact, or Convert Without a Form

  6. Fill out the Contact Form and click Submit Form

  7. The contact will now be converted into an employee profile and incur monthly charges, starting the following pay period
    • Meta data associated with the generic contact can be transferred over only if the contact type from the meta data settings is blank.
      • For example, if “generic” is selected from the “Type” drop-down, then when the generic contact is converted to an employee, the meta data will not transfer.

Click here to learn how to add/edit meta data.

Contacts View and Edit Contact Labels Via the Contacts Module Grid

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 label  button of a contact in the  column of the contacts grid, to view all of 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 want to edit labels for
  3. Click the  Label button that will appear on top of the contacts grid
    • Apply Labels: enter and select the name of the label you want to apply to the contacts selected. Enter as many labels as needed
    • Remove Labels: enter and select the name of the label you want to remove from the contacts selected. Enter as many labels as needed
  4. Click Apply Label Changes

Contacts How to Create Labels

Private labels can be created by anyone from their own accounts, whereas Organization Labels can only be created in the main administrative account, or from an account in which permission to manage labels has been given. 

To create labels:

  1. Navigate to the Contacts module and select Contacts
  2. Click the gear icon next to either Private Label or Organization Label

3. Click Select a label to add and then select New Label

4. Choose a name for the label, change the color, and classify the label under other categories

5. Click Update Label 

6. The label will be located in the Contacts module. To view the label(s):

  • Navigate to the Contacts module and select Contacts
  • Private and Organization Labels will be located on the left-hand side next to Filters. Click the gear  icon next to each, to add or edit labels
    • Any labels created in Private Labels are not visible to other users outside of the account they are created in

Click here to learn more about private labels.

Click here to learn more about parent labels.

Contacts Creating Meta Data

To create metadata:

  1. Navigate to the Contacts module and select Utilities & Tools 
  2. Click Meta-data Settings and then Add New +
  3. Enter the Field Title to name the metadata drop-in
  4. Select a Contact Type from the drop-down:

    • Client
    • Employee
    • Generic
    • Additional Contacts, such as secondary parent/guardian information
  5. Choose a Type of Answer from the drop-down:

    • Free Text (small)
      • Please note, there is a 20-character maximum for this field
    • Free Text (large)
    • Whole Number
    • Numeric (Decimal)
    • Date Value
    • Yes/No
    • Single Select: select one from the drop-down
    • Multi Select: select multiple checkboxes
    • Group Description (optional)
    • Group
      • Or, click the + to create a new metadata Group
    • Show this field on the Facesheet (optional): field lives on client profile page
    • Please note, answer types cannot be changed once a metadata field is selected. To change an answer type after inputting data, create a new metadata field

Metadata can be modified later, and accessed within the client profile and card.

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’s name
  5. You will be redirected to the contact’s Dashboard

To sort the contacts grid by first or last name:

  1. Navigate to the Contacts module and select Everyone
  2. Click on the icon at the top of the grid
  3. Select First Name or Last Name to order the grid

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: view all of the contacts you are connected to
  • Employees & Co-Workers: view only employees you are connected to
  • Clients: view only clients you are connected to
  • Generics: view only generic contacts you are connected to
  • Utilities & Tools: access additional tools and features, such as Contact Forms, Connect Clients, and more

Contacts Add a Client Contact

To add a client contact:

  1. Navigate to the Contacts module and select Everyone
  2. Click the + ADD NEW button on the top right-hand side of the contacts grid and select Client
  3. Click the client contact form to add the client to CentralReach
    • Or, if no contact forms have been set up, click Default client form
  4. Complete the form by entering all of 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 Contact
  3. Select the generic contact form to add the contact to CentralReach
    • Or, if no contact forms have been set up, select Default generic form
  4. Complete the form by entering all of the contact information required
  5. Click Submit Form

Contacts Using a Generic Contact’s Address

Generic contacts are used to store contact information for a user in CentralReach, without incurring the monthly charges associated to an employee account. Generic contacts can log into their account, 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 in 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 want to use for Facility address locations, authorizations, and claims
  3. Click the Profile tab on top of the Dashboard
  4. Click the Settings tab
  5. Select 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
    • Please note, any information in the Contacts tab overrides Claims Settings

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

12. 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

Click here to learn how to convert a generic contact into an employee profile, after determining that they are a good fit for your organization.

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 to add the employee to CentralReach
    • Or, if no contact forms have been set up, select Default Employee Form
  4. Complete the form by entering all of the required employee information
  5. Click Submit Form

Contacts Contact Card

When a contact name is a blue link in CentralReach, such as a client or employee name, select the link to pull up the user’s contact card. Clicking on the user’s name displays various information based on the employee’s permissions. The contact card also provides links to easily create an appointment, add a new activity, and upload a file for the user. Refer to the table below for permissions needed to view varying levels of client information.

Information of Contact Card Contacts > View Client Profile Contacts > Manage Client Profile Contact Connection Only (No permission) Additional Permission
Profile picture View View View
Labels View View View
Client ID View View View
“New Activity” icon N/A View with “Contacts > Add New Activity/Call Log” or “Contacts > Manage Activity/Call log”
“Add Appt” icon N/A View with “Settings > Manage Own Schedule
“Upload File” icon N/A View with “Files > Upload”
Email View View Cannot view
Birthdate View View Cannot view
Guardian View View Cannot view
Primary office location View View Cannot view
Home address & phone numbers View View Cannot view
Calendar/Appointments N/A View with “Scheduling > Access”
Activity N/A View with “Contacts > Add New Activity/Call Log” or “Contacts > Manage Activity/Call log”
“Billing” dropdown N/A View with “Billing > Manage Timesheets”
Overview, Balance, and Activity N/A View with “Billing: Access (Basic access to the billing module for creating timesheets)” and “Billing > Manage Timesheets”
Payors View Cannot view
Payor verification status N/A View with “Insurance > Manage Verification Details”

Contacts How to Find a 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. Or, click a contact name
  4. The contact Id will be 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) can configure other employees’ availability in CentralReach. Employees with permission to manage their own availability (Settings > Manage Own Availability) can establish and update their own availability. Configuring employee availability is required to utilize the Find a Provider tool in 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 want 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 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 want to edit from the “Current 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, employees with permission to view and manage appointments can schedule appointments outside of the configured availability.

Contacts / Dashboard / Profile How to 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 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.

Contacts / Dashboard / Profile How to Give Users Access to CentralReach

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.

Contacts / Dashboard / Profile Apply an Existing Office Location to a Contact

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.

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. 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

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 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

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 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.

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

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

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

To add an insurance payor to a client’s 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 Add New and select Insurance
  6. In the “Overview” tab, enter the insurance Nickname and Notes
  7. Click the Insurance tab:

    • Payor: enter the payor/insurance plan accepted by your organization, as configured by the organization’s account. 
    • Select A Plan: click a plan name from the drop-down list.
    • Payor Responsibility: select P-Primary, S-Secondary, or T-Tertiary in the drop-down.
    • Patient Responsibility Amount: enter the dollar amount for the copayment and click the drop-down next to it to select how often the copayment is being billed (Per-Visit, Daily, Weekly, or Monthly).
      • The patient responsibility amount set here does not automatically get applied. Click here to learn how to apply a Patient responsibility amount payment.
    • Coverage From: click the calendar icon to select the coverage’s start date. Optionally, enter the end date in the next field.
    • Enter Insurance Contact Phone
    • Enter Insurance Contact Person
    • Status: select the insurance status (Current 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 the Insured ID is filled in, as this information is not housed anywhere else in the client’s profile.
  9. Click the Patient tab and enter the patient information.
    • Or, click the sync icon to import the information from the client’s profile. Ensure the “Relationship to Subscriber” drop-down describes the patient’s relationship to the subscriber/policyholder.
    • Please note, the following information is required: First Name, Last Name, Relationship to Subscriber, Gender, Birthday, Address, City, State, and Zip. 
  10. Click Save Payor.
    • Or, click Save as Shared to make this insurance information available for another client to import into their payor profile.
      • This functionality is designed for School Districts or Regional Centers to create a single invoice including multiple clients. 
      • Please note, 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 the data to populate correctly in claims.

 

Contacts / Dashboard / Profile Copy Clients’ Insurance Payor Information

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

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 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.

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 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

Contacts / Dashboard / Profile Setting up Client Claims Settings

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 

Contacts / Dashboard / Profile How to Update a Client’s 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 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