Highland Rivers Behavioral Health stands as a vital public safety net provider in Georgia, offering comprehensive treatment, support, and recovery services to adults, youth, families, and veterans navigating mental health disorders, intellectual developmental disabilities, and addictive diseases. Driven by a commitment to effective and innovative care, Highland Rivers Behavioral Health ensures individuals have access to the resources they need to foster hope, empowerment, and purpose, regardless of income or insurance status. 

Since 2012, Highland Rivers Behavioral Health has leveraged the power of the Qualifacts® CareLogic electronic health record (EHR), an intuitive, end-to-end web-based Software as a Solution (SaaS), to optimize business processes, enhance clinical workflows, and deliver high-quality care. Recognizing the evolving landscape of healthcare and the need for greater client engagement, enhanced communication, and access to healthcare information, Highland Rivers Behavioral Health sought a solution that integrated with their existing EHR. This led them to Qualifacts Client Engagement Suite, a comprehensive engagement tools including telehealth and a robust client portal. 

The Challenge: Bridging the Gap in Client Access and Communication 

Prior to offering virtual care, Highland Rivers Behavioral Health faced the challenge of operating without a dedicated client portal. This limitation restricted clients’ access to their health information, and the reliance on disparate systems for tracking client care created inefficiencies in workflows and communication. 

The Solution: Interoperability and Enhanced Functionality with Qualifacts Client Experience Solutions 

With a white-label client portal, client engagement features, and telehealth, the Qualifacts Client Engagement Suite was ideal, offering an integration with CareLogic. The integration provided a unified platform that streamlined data management and eliminated the need for managing multiple systems. The comprehensive features of the client portal addressed Highland Rivers Behavioral Health’s key challenges and opened new avenues for client engagement: 

• Enhanced Client Access and Engagement: The client portal empowers individuals with greater control over their care journey, providing them with easy access to their information and facilitating better communication with their providers. As Jared Marlin, Director of Special Projects and Operations, emphasizes, “The ability for our clients to make informed choices based on accessible visit information has been a significant benefit. We want to provide our clients with seamless care and a similar experience to what they might receive at their primary care facility.” 

• Expanded Reach through Telehealth: Highland Rivers Behavioral Health has significantly broadened its reach by offering convenient and accessible care via virtual sessions. The integrated Zoom feature ensures secure and private connections. Marlin highlights the impact, stating, “In our data for the first quarter of 2025, we’ve completed more than 1,000 appointments using the Qualifacts Client Experience telehealth feature, effectively breaking down barriers of time and location to better serve our clients.” 

• Improved Communication: Facilitating timely communication through alerts, notifications, and automated appointment reminders, the Broadcast feature enables efficient dissemination of important mass messages. “As of today, Highland Rivers Behavioral Health has utilized Broadcast 15 times, successfully sending 4,885 messages. While frequently used for survey links, Broadcast has also proven vital for critical updates, such as informing individuals of clinic closures due to Hurricane Helene and access disruptions caused by a nearby polling location,” noted Marlin. 

Looking Ahead: A Continued Partnership for Excellence 

Highland Rivers Behavioral Health’s positive experience with the Qualifacts Client Engagement Suite reinforces our strong, long-standing partnership. Marlin states, “Over the years, we’ve cultivated a highly effective and configurable environment within our Qualifacts solutions, ensuring CareLogic and integrated solutions — like the client portal and telehealth — precisely support our unique needs and workflows. This deep integration provides significant value, enabling efficient and effective operations.” 

The successful integration of Qualifacts Client Engagement Suite underscores Highland Rivers Behavioral Health’s commitment to forward-thinking, accessible, and client-centered care. Leveraging Qualifacts, Highland Rivers Behavioral Health continues to strengthen its position as a leading behavioral healthcare provider, empowering individuals on their journey to recovery and well-being.