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 Access to the Client Portal

To be able 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 Navigating the Client Portal

Through the Client Portal, clients can access the following features:

  • Main Menu: the client’s main menu can be accessed by clicking the top left corner client photo or face image icon. From here, the client can access their account profile to view and update their contact and login information, set up notifications via email or text message, and view, add, and update their scheduling availability
  • Dashboard: this is the client’s homepage and the default landing page when logging into the portal. The Dashboard is composed of 4 widgets to help the client get a quick overview and easy access to their most recent call activity, files, messages, and appointments. Widgets can be stretched/shrank, dragged, and moved around to different locations based on the client’s preference
  • Team: the Team menu includes a directory of contacts connected to the client by the organization, for clients to have access to the organization’s providers and staff contact information. Click here to learn how to add information to the Client Portal
  • Messages: the Messages menu includes all of the messages the client has received and sent. The client can only receive and send messages from/to the contacts connected to them and included in the Team menu
  • Files: in the Files menu, the client will have access to all of the documents uploaded to their account, such as session Notes & Forms, medical reports, insurance authorizations, videos, photos, etc. The documents included in this menu can be uploaded by the client, or can be shared by other contacts connected to the client and included in the Team menu. Clients are also able to share documents with other team members they are connected to
  • Billing: the Billing menu includes all of the client’s invoices, including both insurance invoices, as well as patient responsibility invoices the organization has enabled the client to view, and provider Timesheets. From Billing, clients can easily preview and download their invoices, pay invoices (if credit card payment is accepted and set up in CentralReach by the organization), save credit card information for easy payment of future invoices, and view and electronically sign Timesheets upon rendering of services
  • Schedule: the Schedule provides clients access to their scheduled appointments. Appointments displayed in clients’ calendars are managed by the organization via a setting, so that only appointments approved for the client to view are shown in their schedule
  • Tasks: the Tasks menu provides the client access to their assigned to-do list, or action items for them to follow up on or complete. Anything the client should prepare or have ready for an appointment can be communicated to the client via the creation of a task
  • Clinical: the Clinical menu provides clients with access to their Learning Trees and Sessions. The Clinical menu is designed to provide the client’s access to perform clinical data collection anytime and anywhere, by easily accessing their Sessions/Data Sheets via the portal

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 your 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 your Client Portal login information, set up two-factor authentication, and add security questions for username and password retrieval
    • Activity/Log: view, enter, and save your call activity and history, for future reference

4. Click the Settings tab

  • Availability: view, update, and add your 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 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 (i.e. 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 trashcan  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. Additionally, 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
    • Alternatively, 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 the messages you have not yet opened nor 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 wish 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 wish to view, and use the buttons to reply to the message if needed
  5. To create a new message, click + New Message, complete the form by entering the message details and adding attachments if needed, and 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. Additionally, the Files widget in the Dashboard menu allows you to quickly access files and has a link to easily upload a new file.

To access Files in the Client Portal:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click the Files menu on the main menu bar
    • Alternatively, the Files widget in your Dashboard provides you quick access to view new and recently added files, and a link to upload new files
  3. Use the buttons on top of the screen to filter your files:
    • All files: displays all your files
    • New files: displays all the files you have not yet seen
    • Authorizations: displays only your insurance authorizations
  4. To preview or download a file:
    1. Click the file name
    2. Click Preview to view the file
    3. Click Download File to download and save the file on your local device
  5. To upload a new file:
    • Click + Upload New
    • Drag and drop the file or click Select up to 20 files and select the files you want to upload from your device
    • Click Begin Upload
    • Click Save File
    • To share the file, click the Share tab on top of the screen and enter the team members with whom you wish to share the file with, and 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 may add and share with each other, pertaining to calls, notes, and conversations for which they would like to make a note of. Examples include, the organization calling the client and leaving a message for the client to return the call, or a re-scheduled appointment and the reasoning of it.

For a client to view their Activity & Call Log details:

  1. Login to the Client Portal at members.centralreach.com
  2. In the Activity & Call Log widget in the Dashboard, click the activity you would like to view. If you don’t have any activity and would like to add an activity to your log, hover over the widget and click the New Activity icon, and skip to step 6 below
    • Alternatively, 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 where you will be able to view all your call log activity
  4. To edit an activity:
    • Click Edit Activity on the top right side of the activity
    • Edit the form as necessary and click Save Activity
    • Please note that activity added by your service provider or therapist can’t 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 that activity added by your service provider or therapist can’t 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

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 your Invoices, view All Timesheets, and filter Unsigned Timesheets
    • Click here to learn how to view and pay invoices
    • Click here to learn how to sign your timesheets

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

Clients are able to pay invoices from their Client Portal account if the invoice is marked as Payable by Client and Visible to Client by the organization, and if the organization accepts credit card payments.

For a client to pay an invoice via 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. Click Invoices on top of the Billing screen
  4. To view an invoice, click the download icon on the right side of the invoice
  5. To pay an invoice, click the Pay button on the right side of 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
    • Click Pay and save for future use

Client Portal Sign Timesheet from 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. If necessary, click the calendar icon to select the date range you wish to view
  5. Click the eye preview timesheet icon on the right side of the timesheet to view service details
  6. Click the checkbox  on the left hand-side of the timesheet you wish 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 side of the screen
  8. Person Signing: enter your full name
  9. Signature: use your mouse or finger (tablet/mobile device) to enter your signature
  10. Read and click the checkbox next to the disclaimer
  11. Click Save

Client Portal Navigating the Schedule Menu

The Client Portal Schedule menu provides clients access to view all their scheduled appointments. Additionally, 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
    • Alternatively, the Appointments widget in your Dashboard provides you quick access to view your upcoming appointments
  3. The calendar view defaults to the 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 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 access to view all 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?: click to enter the task due date
      • Who is responsible?: click the drop-down to select one of the following:
        1. You: if the task is an assignment for yourself
        2. Choose someone…: to assign the task to somebody else
          • Find Person/Group: enter the name of the person the task should be assigned to
        3. Leave unassigned: if the task should not be assigned to anybody
      • Is this task on behalf of a person?: select one of the following:
        1. 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
        2. No: if the task is not created on behalf of another person
      • Attachments: click Upload, Select Files or drag your the file to the Drop files here to upload to attach relevant documents to the task
    • Click Create Task

Client Portal Client Portal Marketplace Payment Information

Clients can update their payment information via the Client Portal for purchases made via the CentralReach Marketplace.

For clients to update payment information:

  1. Log in to the Client Portal at members.centralreach.com
  2. Click My Profile and then Basics
  3. Click the Billing tab
  4. Complete your credit card information
  5. Click Save Card