How CCBHCs Should Integrate New Services into Their Workflow

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Community Behavioral Health Centers (CCBHCs) play a crucial role in providing comprehensive, person-centered care to individuals struggling with mental health and substance use disorders. As these organizations strive to serve their communities better, CCBHCs must continuously evaluate and add new services. However, integrating these new services into various departments requires strategic planning and a thorough understanding of workflow optimization. In this blog post, we explore the steps CCBHCs can take to successfully add and offer new services while ensuring smooth integration throughout the organization.

Conduct a Needs Assessment

Before adding new services, CCBHCs must first assess the needs of their target population. This involves gathering data, conducting surveys, consulting with stakeholders, and analyzing existing service gaps. By understanding the unique needs of their community, CCBHCs can ensure that the new services offered are relevant and effective. Data collected by your EHR, such as demographics and risk level, can help evaluate how to serve the community best.

Strategic Planning

Once additional services are identified, CCBHCs should develop a strategic plan outlining the goals, funding requirements, timeline, and implementation strategies. This plan should include a detailed workflow integration strategy to seamlessly incorporate new services into various departments. This should include additional staff and equipment requirements, new locations, training, and more. Don’t forget to include partners in this strategic plan, as you should notify them of the new services you’ll offer and how they fit in. You may have to find additional partners to provide new services more efficiently. Don’t forget to plan how to add services to your EHR as well.

Front Office Integration

To integrate new services into the front office, CCBHCs should train their staff on the specifics of the new service offerings. This includes educating receptionists and client service representatives on scheduling procedures, appointment types, and availability. Clear communication protocols, including scripting for phone inquiries, should be established to handle inquiries related to the new services effectively. If your new services target a specific population, staff should be trained in cultural competency to reach them. You may need bilingual staff members and translated flyers or web pages as well. CCBHCs should update their scheduling systems to reflect the availability of new services. Incorporating new service types, session durations, and clinician availability is key to effectively managing appointments.

Administrative Integration

The administrative department plays a critical role in supporting the integration of new services. This involves updating policies and procedures to accommodate the changes, as well as ensuring appropriate staff training and supervision. Administrative staff should receive training on the new services, including any changes in documentation requirements, workflows, or reporting needs.

Billing Integration

The billing department must be involved from the planning stage to facilitate the proper integration of new services. A thorough understanding of the billing requirements for each new service is crucial, as billing codes, reimbursement rates, and documentation requirements may vary. Regular communication between the billing and clinical departments is essential to streamline billing procedures. Establish the cost of new services, their coverage under various payers, including insurance, Medicare, and Medicaid, and the expected billing cycle. Verify that your EHR has the tools (like CPT codes) to add new services and bill for them effectively.

Clinical Integration

Integration into the clinical department involves training clinical staff on the delivery of new services. This includes updating clinical protocols, treatment plans, and case management procedures. Regular supervision and feedback sessions should be conducted to ensure quality service provision.

Reporting and Data Collection

Reporting mechanisms should be established to track and analyze the use and outcomes of the newly added services. Use your EHR’s reporting and dashboards to monitor the new services and track relevant KPIs and populations. Choose a frequency that makes sense for your service (such as weekly, monthly, etc.) to find patterns, make decisions, and make the necessary changes to improve, or ask for more funding for that initiative. Your data reporting tools should also be tweaked to accommodate these new services and populations.


CCBHCs must develop comprehensive documentation protocols for the new services. This includes creating standardized forms, intake forms, treatment plans, progress notes, and outcome measures specific to the service. Training on proper documentation practices should be provided to ensure compliance, accuracy, and quality of records.

Adding new services to CCBHCs requires careful planning and coordination across various departments. This ensures that the organization continues to offer the best possible care to its community while efficiently managing administrative, clinical, and financial processes.

EchoVantage offers a highly configurable EHR system that CCBHCs can use to add and modify services as their organization changes and grows. We’ll help you scale sustainably so you can serve more people. Schedule a discovery call today to learn more about EchoVantage.

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