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The common use is staff onboarding and offboarding at an ABA practice: after the agent creates the new hire’s Microsoft 365 account, it creates their CentralReach employee account; when someone leaves, it deactivates them with a termination date.
Automatically enabled when you configure CentralReach permissions in your agent workflow. CentralReach is connected per client, so the agent calls the CentralReach organization of the ticket’s company.

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What it does

  • Find an employee by name, email or the id from the practice’s HR or payroll system
  • Create an employee, update their record, and deactivate them with a termination date
  • Convert a generic contact to an employee
  • Read and set an employee’s claim settings and identifiers, such as an NPI number
  • Read and set a contact’s labels and custom field values
  • Read, create and assign tasks, one at a time or for many employees at once
  • Read a provider’s or client’s appointments, cancel an appointment, and set employee and client availability
  • Read, create, label and delete files on a contact’s record
  • Read and update client (patient) records and payors, and read their authorizations
  • Read billing entries, balances and payments, record or void a payment, and read service codes
  • Read payroll settings, an employee’s pay settings and timesheets
Neo replaces the value of the social security number field (ssn) in every CentralReach answer, so the agent never reads a stored SSN, and it refuses a request that sets that field: a person enters an SSN in CentralReach. Neo also refuses an employee or client update that does not say whether the person stays active, because CentralReach deactivates a contact when it does not recognize that value.

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How the agent handles a new hire

The agent reads the ticket for the new hire’s name, work email, date of birth, hire date and the id the practice’s HR or payroll system gives them. It looks the person up first, then creates the employee with the employee contact form your instructions name. When the ticket is missing a value CentralReach requires, the agent asks for it. It then adds the labels and custom field values your instructions give for the role.

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Writes that always ask a technician

Three writes wait for a technician’s approval under every access profile, Full Automation included, whatever the group’s own approval setting:
  • Recording a payment against a billing entry
  • Voiding a payment
  • Deleting a file
A payment moves the practice’s money, and a deleted file can be a patient’s medical record, so no setting lets an agent make these on its own.

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Permission groups

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Access profiles

Read Only, Helpdesk and IT Admin turn on Employees alone. Every other group can reach patient health information or staff pay: labels, custom fields and tasks take any contact, a client’s included. Turn a group on by hand for an agent that needs it, such as Contact Labels & Custom Fields for an onboarding agent that sets a new hire’s labels.