The Contacts Module is represented by the three people icon, and is where all contacts in the network are added, viewed, labeled and stored.

Contacts Adding an Employee Account for the Organization Account User

If you mainly use your CentralReach organization account, but still provide services under your name, create an employee account for yourself. Please note, a different email address, one that is not associated with the organization account, will need to be used.

Click here to learn how to create an employee contact in CentralReach.

Contacts Allow Employees to See Clients’ Email Addresses

For an employee to see a client’s email address, the employee must be connected to the client and have Client-Admin permission. If the employee has Read-Only permission, they cannot view the client’s email.

Click here to learn how to connect clients to employees.

Contacts / Contacts / Labels Assigning Labels via Contacts’ Face Sheets

Labels can be assigned automatically using Custom Contact forms and applied to contacts from various parts of the system, such as contacts’ face sheets and the Contacts module grid

To assign labels to individuals via their face sheets:

  1. Navigate to the contact’s Dashboard and click Click here to add labels… to add labels to their face sheet
  2. Type in the name of the label to search and select the label
    • CentralReach recommends users select child labels and avoid parent labels, in order to increase search and filtering functionality and allow faster navigation to apply new labels
  3. The newly assigned label(s) will now appear under the contact and be used to search and filter in the Contacts module, as well as other modules throughout the system.
    • Please note, contact labels can be applied in bulk in the Contacts module grid

Contacts Contact Labels Permission

There are two main permissions for Contact Labels, and both can be found in the Contacts section of the Permissions module.

Since Contact Labels are the backbone for many search and reporting features in CentralReach, permission to use, edit, or create these labels is often limited to administrative teams. The permission, (Contacts > Use Organization Labels), allows users to add or remove contact labels on clients and provider accounts, once a label is created. These labels can include job titles, departments, locations, etc.  

This next permission, (Contacts > Manage Organization Labels), is a higher level permission that allows users to create, edit, and delete organizational labels. This permission should be reserved for a very small group of individuals who will be in charge of ensuring customized labels needed for the organization are maintained. 

The gear icon will only be available in accounts where permission to create, delete, and edit organizational labels has been granted.


Contacts Contacts Module

The Contacts module is the centralized module to manage clients, employees, generics, and provider contacts in CentralReach. The Contacts module grid provides a summary of all of the contacts you are connected to, the ability to sort and filter contacts by the contact type, and to access the contact’s Dashboard to view additional information.

Based on the user’s enabled permissions, through the Contacts module, administrative staff can add new contacts to CentralReach, configure intake Contact Forms, and make contact connections for users to view or access each other’s information.

Click here to learn more about the Contacts module.

Contacts Contacts Module Permissions

Employees with the following permissions have various levels of access to the Contacts module. These permissions can be enabled via the Permissions module.

  1. Access
    • Basic access to the Contacts module
  2. Account > View Invoices/Charges & Payments
    • View organization invoices, charges, and payments that come from CentralReach
  3. Add New > Clients
    • Add clients using the default form, which includes no automation
  4. Add New > Clients Using Custom Forms
    • Add clients using custom client forms which include additional steps and automation
  5. Add New > Employees
    • Add employees using the default form, which includes no automation
  6. Add New > Employees Using Custom Forms
    • Add employees using custom employee forms, which include additional steps and automation
  7. Add New > Generics
    • Add generics using the default form, which includes no automation
  8. Add New > Generics Using Custom Forms
    • Add generics using custom generic forms, which include additional steps and automation
  9. Add New > Providers
    • Add new providers to the system
  10. Contacts > Accepted Insurances
    • Add, remove, or edit accepted insurances, set default work week for authorization calculations, and manage blackout dates for the organization
  11. Contacts > Manage Activity & Call Log Settings
    • Add, edit, and remove activity and call log types
  12. Contacts > Manage Employees
    • Edit other employees that are in network
  13. Contacts > Manage Meta-Data
    • Edit an employee/client’s meta data
  14. Contacts > Manage Organization Labels
    • Add, edit, and remove organization labels
  15. Contacts > Manage Own Basic Info
    • Allows contact to manage their own basic information/profile
  16. Contacts > Use Organization Labels
    • Add and remove organization labels to and from contacts
  17. Insurance > Manage Verification Details
    • Access to see verification details and to manually update it for Clients
  18. Insurance > Request Verifications
    • Allows initiating eligibility verification requests through partner systems
  19. Utilities > Bulk-Connect Employees & Clients
    • Use the employee-client bulk connection utility
  20. Utilities > Bulk-Connect Employees & Employees
    • Use the employee-employee bulk connection utility
  21. Utilities > Export Contacts
    • Use the export-contacts utility
  22. Utilities > Import Clients
    • Use the client import utility
  23. Utilities > Manage Meta-Data
    • Manage meta data fields for the organization
  24. Utilities > Manage Organization Forms
    • Add, edit, and remove custom organization contact forms

Click here to learn about other permissions.

Contacts Managing Inactive Contacts

CentralReach allows you to connect inactive contacts to active employees in your organization.

This is necessary due to the following reasons:

  • Employees in the organization need to have access to an inactive client’s contact information for billing, authorizations, and claims processing, or to view billing history.
  • Employees in the organization need to have access to inactive employees’ timesheets history, or their previous schedule.

While employees can view inactive contacts’ history and information once connected, no changes can be made to an inactive contact. To make changes to a contact, the contact must be active. If there are changes needed, consider making the contact active and then inactivating the contact again.

Employees must be connected and have “client-admin” permission to reactivate a client. To see if an employee has client-admin or read-only access to the inactive client, go to the client’s “Provider Network” section of their Profile and search for the provider’s name.

Inactive contacts are not included in the Scheduling module calendar views, payroll reports, timesheets, and are not included as providers to schedule an appointment.

Contacts / Contacts / Labels Parent Labels

Parent labels allow users to create customized folders and increase search functions in the system. Using parent labels lets users customize and organize labels for increased search and reporting abilities.

  • For example, job titles can be considered parent labels for other labels, such as BCBA, SLP, OT, Admin Team, etc

Parent labels are in the Organization Labels section, located on the left-hand side in the Contacts module. They have sideways arrows for users to identify that there are additional labels that will appear when clicking on the arrow. Labels can be classified multiple times in a tiered manner, as needed. A set of labels could have a parent label, child label, and even a grandchild label. Please note, when sending messages, selecting a parent label will send the message to all child labels associated with that parent label. 


Click here to learn how to create parent labels.

Click here to learn how to assign labels.

Contacts Private Labels

Private labels are located in the Contacts module on the left-hand side, under Labels. All accounts, except the organization’s administrative account, can create and use private labels without granting permissions, and are unique to each users’ account. Private labels do not have any impact on the rest of the organization and are used to search, filter, report, and message in an individual account.

  • For example, a user can create a private label for “My Team,” and use that label in their account to sort or message everyone with the “My Team” label

Click here to learn how to create labels.

Contacts Saved as Shared Payor

When adding a payor in the client profile, save the payor information as shared, by clicking Save as Shared. Creating a payor as shared allows you to use the same payor information in another client’s profile, so that you do not have to input the payor information multiple times in CentralReach, and can issue one invoice that includes multiple clients. This feature is typically used by School Districts and Regional Centers. Please note, saved as shared payor information should not be applied to other clients’ profiles for claim processing, as the payor information is unique to each individual client and must be created in each client’s payor profile for it to populate correctly in their claims.

Click here to add a payor to a client profile.

Contacts / Contacts / Labels Searching and Filtering

Labels allow users to search and filter throughout various modules in CentralReach.

To search in the Contacts module, click the search bar and begin typing. The search field requires at least 3 characters to populate a search. Click on the desired contact label. 

When searching for a contact label, look for, “ Contact label:

Contact labels can also be searched in the Contacts module by using Organization Labels on the left-hand side. Click on the funnel  icon to expand the side menu. Click the arrow to expand the menu and view additional labels.

Contact labels can be used throughout CentralReach, such as timesheets, billing, schedules, etc. Once in each of these screens, contact labels can be used as filters. For example, timesheets from anyone with a label of “BCBA” or schedules for anyone in the “North Office.” This allows for the creation of categories that can be used throughout the other parts of the system to access information.

When searching, labels can be excluded by clicking the arrow next to it, and then clicking Switch to exclude. This is a helpful search tool to narrow down the information needed quickly.

If the Messages module is enabled, labels can be used to send messages in bulk to a group. This is a great feature when information needs to go out quickly to many people. “Word (Label)” will appear next to the contact label to make users aware they are messaging the label and not an individual.