CentralReach

Pros

I liked the flexibility of the timesheets and how easy it was to input times, notes, and details regarding my ABA visits. It was very helpful to have each time block labeled and I could put my clients information (case numbers, Medicaid numbers, etc.) with the time block I used.

Cons

I wish the layout was a little larger. Sometimes when I was in a rush I would make an error thinking I clicked a certain time or client but it wasn't the right one.

Pros

What I liked most about CentralReach is the ease of use.

Cons

What I like least about central reach is when it crashes and does not save data.

Pros

I like that is accessible on many different devices and is very versatile in its use. I can edit and change many settings to fit my needs.

Cons

It often logs me out while I am using it and will delete the data I have inputed within it. I also don't like that I can only be logged in on what device at a time. I often want to have it open on my tablet and laptop at the same time during work.

Pros

I really appreciate the support I receive from the Central Reach team. There has been a lot of growth and new features and they are always there to walk us through the steps and hiccups.

Cons

As with most technology, there are some errors or glitches that occasionally affect our workflow.

Pros

That everything as a therapist was in one place. I was able to review data, plans, graphs, and be able to assist with reassessments and other things at ease.

Cons

The cost, was per therapist which adds up quickly if each client as 2 therapists.

Pros

Being able to individualize prompts, user friendly, calendar/ session notes were user friendly to complete

Cons

Not being able to track data when not connected to wifi

Pros

With the new update my last company was able to afford the Ai generator. It made it easier to write notes in time.

Cons

Before the update it was hard to write notes on time and it glitched a lot kicking myself and other coworkers out of the note before saving it.

Pros

The ease of use to different staff levels.

Cons

Constant crashing initially in my experience.

Pros

I liked features that it included such as having all platforms within one and the option to pull reports

Cons

The data platform was not as easy to use. Setting up a profile was very tedious and bulk copying targets were also tedious

Pros

Convenience i enjoyed the convenience of a well designed system.

Cons

I had no complaints when using Central Reach.

Pros

I like that centralreach has a lot of features.

Cons

Central reach seems to have a lot of issues with its updates.

Pros

The usability of the platform is a huge benefit for this software. Navigation is easy for our users plus there are multiple ways to get to the same "end result" which is highly effective for workflows. CR's ability to have an all-inclusive product for client information, scheduling, data collection and reporting are very valuable for our business. Last but not least is the level of customer service we receive. It is TOP NOTCH especially from our Customer Success Lead!

Cons

One area for improvement would be to integrate with organization's SSO via Azure AD. This has presented an obstacle for us in meeting our CIS requirements.

Pros

Centralized approach to billing/practice management.

Cons

The inability to create simple reports from a financial accounting standpoint. It is clear Central Reach has "some" accounting aspects but proper accounting is best managed by using offline worksheets in conjunction with the reports available inside Central Reach.

Pros

The most impactful feature that I noticed with this product is how easy it is to use. It's very user friendly and clean, with the bonus of having a regular updates and as well as quick responding customer support.

Cons

The least favorite I have with this product is, every time there is a new feature added, some functions tend to get temperamental and glitchy.

Pros

I can functional do my daily duties. We can add all of our data and upload documents easily in CR.

Cons

I wish the billing part had a better system.

Pros

This software is great and flexible with client billing in my experience. There are many modules and options to customize the CRM aspects of Central Reach

Cons

Dealing with Central Reach as an accountant is an atrocious experience. Two people running the same revenue or AR reports can show different numbers, and the live accounting system means that running a report on 7/15 for data ranging from 1/1 through 6/30 for example would actually provide data through the exact time you are running it, meaning 7/15. If you want a report showing data only through a certain date you will need to run the report on that exact date but the issue for larger organizations means that RBTs and other employees will have unconverted appointments which throw off the reports.

Pros

It's a one stop shop. You can do scheduling, data entry, billing.

Cons

It is the most inconsistent software I have ever used. We have been a whole week with either the system barely working or being down completely. I would like a refund for the month of January and money back for the amount of effort and cost that we have to put in for the back work we have to do. Our staff is taking data on paper because this system won't work. I can't pull timesheets for payroll or bill out our claims. They also nickel and dime you for everything. And then they will "sunset" a product you use, and then charge you hundreds of dollars more for a new product that you need to use because they got rid of the product that they originally sold you.

Pros

There are a lot of available features to Central Reach, some of which I have tried using and they are for the most part straightforward and easy to figure out. Within my company, we seem to use a smaller subset of the available features that Central Reach offers, though these are the bulk of what we need and utilize within the ABA services of the company, such as the sessions, data collection, program books, and graphs of the data collected during sessions.

Cons

There seem to be a number of functions that aren't accessible to everyone, which is fine as I may not need to utilize it for my own job. I would like to have the opportunity to play around with some of the functions for instance in the reporting tab to see some of the charts and graphs in there and to see how they could relate to my own job areas. I do realize though that this would be something my company may need to provide access to.

Pros

Functionality- all the features and items you need to manage an ABA practice, from scheduling to data collection, secure messaging, timesheets, billing, and authorizations are included in this software. Customer service is top-notch and the company is great about communicating updates and changes.

Cons

The platform is not inherently user-friendly. While it becomes second nature for users that are experienced with the platform, it can be overwhelming for new users or users who are not comfortable with technology.

Pros

I've been working with CentralReach for the past 9 yrs it's the one thing I recommend to all new billing companies and providers looking for a billing plateform. It has everything I need to get my job done. The only thing I would seriously look at as how it's set up to generate secondary claims. This is the one big issue I have with CentralReach, and I have several clients that have a primary and secondary insurance and this part of CentralReach has made my life very difficult! Otherwise I love it! thank you!

Cons

generating secondary claims, this needs to be changed (remove the # of times a payment can be posted from the first) sometimes the claim can be denied for whatever reason but a $0 payment needs to be posted anyway.

Pros

CentralReach is easy to navigate once you learn the basic components/strategies. It is constantly coming out with new features and trainings to ensure smooth usage.

Cons

When the software is down or slowed, which is fairly often, it does not notify you with an alert stating “technical difficulties” or something of that nature so that you are aware it’s a universal glitch compared to personal complications (e.g, WiFi connection, etc.) Additionally, when you submit support tickets, sometimes there is no follow up.

Pros

The possibility to see trends in data and to measure progress over time and create several different kinds of reports.

Cons

Unreliability. This month alone there have been 6 separate times when the system has been unavailable to make progress reports or to collect data, impacting services for clients.

Pros

I love this software! It has so many features/options! It is easy to navigate and has a great user interface. I like that you can search within each module and I love that the Help section's different guides are very comprehensive as well.

Cons

Not knowing what some features are. A little "?" icon you could click to get a short description of the feature would be nice. For example, what is the "meta data field" I can add on my profile? What is a "task" exactly? What does it mean to add a task to my task list? Also searching within a module needs improvement. More personalization features would be cool but aren't necessary.

Pros

Great ABA Platform and the best so far that I have used in my 8 years in the field
Very easy once trained and features are great

Cons

The only few cons that I have with CR id the connection feature, it's a headache! also, I never get responses on my support tickets!

Also, there has been a ton of glitches with the total amounts of my authorizations, it will say we are over but we're not?

Pros

I like that I can filter services in all sorts of ways, this feature allows review for many different situations.

Cons

One feature that would save me a lot of time is being able to make changes in bulk. I am able post payments in bulk, but when I need to update a payer, I have to change each line individually which takes a lot of time.

Pros

I appreciate the system is easy to use and pretty straight forward.

Cons

I dislike that calendars do not reflect converted changes. Some features for management are difficult to manuver.

Pros

I'm honestly having trouble identifying a positive thing about Central Reach.

Cons

Complete lack of transparency around contracts, billing, and patient data.

Pros

Customer service is amazing as you have your own manager attach to your account- Always improving to make client experience easier- Robust learning platform for ABA industry. The learning platform is growing and adapting to client demand.

Cons

The help SOP are not always up to date-Agent send them over and you have to reach back until you can get help. Scheduling AI at a starting point program- We have not save time yet with this additional tool. Reporting and tracking in the Learning platform is weak, Making it hard to follow progress on the learning side.

Pros

Amazing customer support - best of any tech platform I've ever used! Extremely comprehensive and customizable to a variety of practices and service models. Best suited for ABA but also functions well for other billable services including speech/OT, counseling, and diagnostic evaluations.

Cons

It requires a substantial investment of time and energy to set up optimal customizations and document your own unique organizational workflows. If you do that, it is very powerful - but if you don't, it can be overwhelming or you would just be missing out on many of its great features.

Pros

Integration of different aspects of ABA therapy and business

Cons

RBTs complain about it not being easy to prepare and convert notes at sessions

Pros

Central reach is more intuitive than other software.

Cons

I will forget how to do something that I do not have to do often but...I can go to the help site and typically find the answer. I can also save the instructions easily for the next time I forget!!!

Pros

Multiple functions in one SaaS as well as desktop and mobile capabilities.

Cons

Outage and errors are problematic. Desktop and mobile features not always the same or compatible.

Alternatives Considered

Reasons for Switching to CentralReach

Pros

Good overall Practice management solution.

Cons

Expensive, additional functionality cost more, poor customer support.

Pros

It's an all-in-one system so it's easier to search for everything.

Cons

The maintenance where system down is inconvenience. The utilization module is not as accurately calculated. Some functions are not working as intended.

Pros

Easy to navigate, ang after sales is great too.

Cons

There are updates that they roll out recently that did made my experience hard. I hope they roll back filtering system.

Pros

Central reach allows you to have everything in one place. I used it at a former employer and absolutely love it.

Cons

There were a lot of changes and updates and sometimes they werent the easiest to adjust to.

Pros

It is very versatile and personalizable.

Cons

It often lacks or restarts which requires us to lose data.

Pros

The software is really easy and intuitive to use. And everything is located under one software to manage all aspects of ABA for clients.

Cons

The pricing was a little expensive, especially for smaller businesses to afford.

Pros

WE appreciate the user-friendly platform and the extensive features offered by Central Reach. The platform is easy to use, which enables us to streamline their processes and manage our client data more effectively. The verity of services offered such as data collection, scheduling, billing, and reporting, are also highly valued. Central Reach's platform serves as a one-stop-shop for our organizations, enabling us to manage all aspects of our operations within a single platform.

Cons

The learning curve associated with implementing, technical issues or shutdowns during last year.

Alternatives Considered

Reasons for Choosing CentralReach

Switched From

Reasons for Switching to CentralReach

Pros

When I first started using CentralReach I was in a Senior level position. I will be honest that I was intimidated by all of the features and functions within CentralReach but as I began learning more and practicing within the system, I caught on quickly and easily. I was most impressed by CentralReach Learn and all of the clinical features that were available to me. From data collection options for my clients to reviewing that data collected, CentralReach made the process quick and easy for me over the traditional paper and pencil methods I was used to.

Cons

Like every electronic data collection tool, there are going to be glitches in the system. When those glitches occur, they halt client sessions and sometimes client progress. Thankfully, CentralReach offers the option of printing paper data sheets in the event electronic data collection is not an immediate option (whatever the reason may be). There is also the CR Mobile application allowing for offline data collection in a pinch, which makes the pains that technology can hold at any given moment, much more bearable.

Pros

Central Reach is user friendly, allows for significant flexibility to meet the needs of our organization, but at the same time provides critical structure and process consistency for users across different functions and locations. One of the few platforms that incorporates all end-to-end processes on one seamless platform. It is also evident that Central Reach has a continued eye towards system improvement.

Cons

Central Reach is a premium product but comes at a premium price tag, especially when infrequent users are charged the same monthly rate as heavy users. The parent portal and client invoicing are two areas that could use some improvements.

Pros

Moving to CentralReach has had an extremely positive impact on our day-to-day operations. It is intuitive and user friendly. It can do nearly everything that our old system could not do, faster & better! They are constantly updating and improving the interface and features.

Cons

Since CR is in use in a variety of states/markets/etc, if we have a specific feature request that only affects a small number of organizations, or only affects our organization, it is placed at the bottom of the development list. Which, from a business standpoint, totally makes sense and we understand, but can occasionally be frustrating if we can't find a suitable workaround while it is developed.

Pros

CentralReach is very user friendly. Their support teams can help you before during and after implementation. The platform is easy to learn and efficient.

Cons

The clinical features could use some enhancements when it comes to collecting session data and building learning trees/treatment plans.

Pros

CR customer support is nice. [sensitive content hidden], our account manager is very helpful

Cons

Data disappears occasionally when staff are taking data. We have been unable to determine why. The iPads do not lose internet.

Pros

As the billing director, I am impressed with the ease of billing, sending claims and follow-up.

Cons

The ability to print notes for audits. This seems like a very difficult and time consuming task compared to our old system.

Pros

I like how accessible their customer service is. [sensitive content hidden] has been excellent in working with us to ensure we are using CR to its full potential.

Cons

I would like it if parent labels were set up in a way that if an individual has a child label, and I search by parent label in a report, the individual will not need both labels attached.

Pros

The implementation process was very organized, thoroughly communicated, and professionally managed. All inquiries were handled with courtesy and professionalism. Support needs, while very few, are promptly addressed and resolved.

Cons

Program setup seems more intricate than other programs I've used. Multiple levels of user setup, connecting providers to one another and clients, attaching templates to service codes, etc, seems rather cumbersome and, at times, confusing.

Alternatives Considered

Reasons for Choosing CentralReach

Switched From

Reasons for Switching to CentralReach

Pros

As an administrator/biller, Central reach provides all the tools needed to easily submit, track, and collect on claims.

Cons

The Invoicing and Credit Card collections need improving. There are workarounds and its not debilitating, but the functionality could be way better.

Pros

Central Reach is the best software for ABA practices.

Cons

Down time and functionality busts when new releases occur.

Pros

CR knows ABA and that is evident in how the data collection works. It sorts, collects, reports, and stores all the important information all in one place. It is comprehensive and as detailed as you want it to be with the ability to select any level of permissions for each employee. It graphs beautifully and offers labels and other ways to customize every module. Our schedule is seen in CR, our payroll runs from the timesheets, the billing module fills out the form with the ability to upgrade to electronic billing from their site. Links are created for intake of clients and employees.
There is a small business team who has been very responsive and happy to help as we grew into this program. They are also evolving and making it easier to learn as they offer more help classes, webinars and online resources.

Cons

The main negative is the price. As our company has grown so has our monthly bill limiting the amount of upgrades we can afford to use. Inquiries about cost and price of these upgrades have also been hard to come by as the sales team isn't as responsive as the customer service team.
One thing I would request to change is to allow a pro-ration cost of the monthly use. I have to cut off providers who are leaving on a certain day and may miss out on a week of services because I'm being charged for an entire month subscription only being used for a day or two. (I also would not recommend the company who handles collection of the monthly fees. Their website is not user friendly and primitive)
The last negative is that we're invested now. It would be overwhelming to even think about switching to another data company even if we wanted to. I'm happy I don't want to, but feel we're at the point of no return and know the price will just continue to climb as we add providers into the system.