Use Contacts to keep track of people and organizations involved in a client's care who are not clients or employees. A contact might be a family member, doctor, care coordinator, hospital, or insurance provider. You can store their details, connect them to the people they work with, and, when appropriate, set them up to pay for services.
Opening the Contacts page
In the left sidebar, click Contacts.
The Contacts list opens as a table. Each row is one contact, and the columns show Contact (name), Type, Tags, Mobile Number, Email, Payer Status, Status, and Connections.
To choose which columns are shown, click the columns control in the toolbar above the table and turn columns on or off. Click any sortable column heading to sort the list by that column.
Searching and filtering the contact list
The toolbar above the table helps you narrow the list down to the contacts you want.
Searching
Find the Search box in the toolbar above the table.
Type a contact's name, email, phone number, or organization name. The list narrows to matching contacts.
Filtering
Click Filter in the toolbar, then choose from any of these options:
Type: show only Individual contacts or only Organization contacts.
Tags: show only contacts that have one or more of the tags you select. This menu is only available once tags have been set up for your workspace.
Payer Status: choose Is Payer to see contacts set up as payers, or Not Payer to see the rest.
Status: choose Active or Archived.
Connected To: show only contacts connected to a particular person (for example, an employee or a client). Your own profile appears as My Profile at the top of this list.
You can turn on more than one filter at a time. To clear a single filter, open it and click Clear. To remove every filter at once, click Clear All Filters in the toolbar.
Creating a new contact
On the Contacts page, click Create Contact in the top right.
At the top of the form, choose the Individual tab (for a person) or the Organization tab (for a company or facility).
Open the Contact Type dropdown and pick the category that fits.
Fill in the name. For an individual, enter the First Name and Last Name (both required). For an organization, enter the Name (required).
Add any contact details you have: Phone Number, Alternate Phone Number, Email, and Fax. Organization contacts also have a URL field for a website.
To add a mailing address, check Add Address and complete the Address Line 1, Address Line 2, City, State, and ZIP fields. This address can appear on invoices if the contact is used as a payer on a service that is electronically invoiced.
If this contact will pay for services, check Make Payer and complete the billing fields that appear (see Setting up payer information below for what each field means).
Click Create Contact to save. To leave without saving, click Cancel.
Opening a contact's profile
In the contact list, click the contact's name.
The profile opens on the Profile tab. Across the top you'll see tabs: Profile, Activity, Invoices, and Connections. A Policies tab also appears when the contact is set up as a payer. Click any tab to switch between them.
At the top of every tab you'll see the contact's photo, their type (Individual or Organization), an Active or Archived badge, their name, and their tags. You can change the photo by clicking the avatar and uploading an image.
Editing a contact's details
The Profile tab shows a Details section with the contact's Type, Name, Phone Number, Alternate Phone Number, Email, Fax, and Address. Organization contacts also show a URL.
On the Profile tab, click Edit next to the Details heading.
Update any of the fields. The form matches the contact's type: individual contacts show an Individual Type, First Name, and Last Name; organization contacts show an Organization Type and Name.
To add or change a mailing address, use the Add Address checkbox and the address fields.
Save your changes. To leave without saving, click Cancel.
Setting Up a Contact as a Payer
To learn how to make a contact a payer, see Setting Up a Contact as a Payer.
Granting or revoking guest access
The Profile tab has an Access Management section where you can give a contact access to a guest portal. With guest access, the contact can sign in to view a dashboard, their connections, and related information.
On the Profile tab, find the Access Management section and its Guest Access card.
If the contact does not have access, click Grant Access.
Optional: Add an invitation message
Click Grant Guest Access
Once access is granted, the Guest Access card will show an Active status.
Revoke guest access
If someone should no longer have access to a client's information:
Open the contact's Profile tab.
Scroll down to Access Management.
Click Revoke Access.
Confirm that you want to remove access.
The Guest Access card will change to Inactive.
Adding and removing tags
Tags are colored labels you can attach to a contact to group or organize them. Tags are created in your workspace settings; once they exist, you can apply them from a contact's profile.
Open the contact's profile. Just below the contact's name you'll see their tags, or an Add Tag option if none are applied yet.
Click there to open the tag menu. Tags are grouped by color. Click a tag to apply it; a checkmark shows which tags are currently applied. Click an applied tag again to remove it.
To remove every tag at once, click Clear All in the tag menu.
If no tags have been set up yet, the menu points you to Configure tags in workspace settings (if you have permission) or asks you to have your admin configure them.
Using the activity feed
The Activity tab is a running timeline of what has happened on a contact, along with notes your team adds.
On the contact's profile, click the Activity tab.
To add a note, click in the Leave a note... box, type your note, and click the send (up arrow) button.
To remove a note you added, find it and click the X on the note, then confirm by clicking Delete. You can only delete notes you added yourself.
Viewing a contact's invoices
On the contact's profile, click the Invoices tab.
You'll see a list of invoices tied to this contact, with columns for Cycle, Status, Amount, and Client. Use the Search box above the table to find a specific invoice, and click a column heading to sort.
If the contact has no invoices, you'll see “No invoices found.”
Viewing a payer's policies
When a contact is set up as a payer, a Policies tab appears showing the billing policies that name this contact as the payer.
On the contact's profile, click the Policies tab.
The table lists each policy with its Policy Name, Client, Coverage Start Date, Coverage End Date, Services, and Status. Use the Search box to find a specific policy and click a column heading to sort.
Managing connections
Connections link a contact to the employees and clients they relate to, so you can see at a glance who is involved with this contact's care. The Connections column on the contacts list shows how many connections each contact has.
On the contact's profile, click the Connections tab. The table shows each connection's Name, Type, Connected As, Notes, and Actions.
Use the Display menu to show All, Clients, or Employees. Use the Filter menu to filter by how someone is connected (for example, Primary Manager or Secondary Manager). Use the Search box to find a specific connection.
To add a connection, click Add Connection and choose Employee.
On the form, pick the employee in the Employee field, choose one or more connection types in the Connect ... as... field, and optionally add notes that appear on each profile.
Click Save, or click Cancel to go back without saving.
To edit or remove an existing connection, use the controls in the Actions column for that row. If the contact has no connections, you'll see “No connections found.”
Archiving or restoring a contact
Open the contact's profile.
Click the More menu in the top right.
Click Archive to archive an active contact, or Restore to bring back an archived one.
When archiving, confirm in the dialog by clicking Archive.
Existing invoices are not affected when you archive a contact, and you can restore the contact later. If the contact still has outstanding invoices, active policies, or active guest access, the dialog lists what you need to resolve first—for example, settle or void open invoices, archive or reject active policies, or revoke guest access—before you can archive.
Frequently asked questions
What's the difference between a contact and a client?
A client (also called a recipient) is the person who receives care from your agency. A contact is anyone else connected to that care who isn't a client or a staff member—for example, a family member, a physician, a social worker, a hospital, or an insurance provider. Contacts live on the Contacts page under the People heading in the sidebar.
Should I add a contact as an Individual or an Organization?
Choose Individual for a single person, such as a family member or a doctor. Choose Organization for a company or facility, such as a hospital, doctor's office, or insurance provider. Only organization contacts have a website URL field, and Payer Portal invoicing requires an organization contact with a URL.
Why don't I see a Policies tab on a contact?
The Policies tab only appears when the contact is set up as a payer. Set the contact up as a payer in the Private Payer Information section of the Profile tab, and the Policies tab will appear.
Why can't I delete a note in the activity feed?
On the Activity tab you can only delete notes that you added yourself. Notes added by other team members, and automatically generated activity entries, can't be deleted by you. To delete one of your own notes, click the X on it and confirm with Delete.
Why won't a contact archive?
A contact can't be archived while it still has open items. The archive dialog lists what to resolve first: outstanding invoices to settle or void, active policies to archive or reject, and active guest access to revoke. Once those are cleared, you can archive the contact. Archiving doesn't affect existing invoices, and you can restore the contact later from the More menu.
How do I find all the contacts connected to a specific person?
On the Contacts page, click Filter, open Connected To, and choose the person. The list narrows to contacts connected to them. You can also open an individual contact's Connections tab to see who that one contact is linked to.