News & Media |  Donate  |  Contact Us | 
Asked Questions
San Francisco Health Network

We're moving to, a user-centered, services-first, accessible website.

Our Programs

Avatar User Support

Take our Avatar Champion Survey

Program Description

‘Avatar’ is the Electronic Health Record (EHR) system developed by Netsmart, Inc. and used by San Francisco Community Behavioral Health Services (CBHS). Both Civil Service providers and Community Based Organizations enter clinical and service information into Avatar such as assessments, treatment plans, progress notes, and medications. In addition, Avatar captures client health insurance information required to produce claims to Medicare, Medi-Cal and other insurers, and to support managed care functions.

The Avatar User Support webpage is dedicated to providing information to help people use the Avatar system correctly and efficiently. For further assistance, contact the Avatar HelpDesk at (415)255-3788 from 8am to 5pm Monday through Friday or via e-mail to

Training Videos

Avatar Help Desk on Vimeo

Training Schedules

Avatar training is conducted remotely using Webex; a link to the training will be sent to all registered attendees the day prior to the scheduled class. Please ensure that the attendee's email address is correct and complete when registering, and have Webex installed prior to class time.

Avatar February 2024

Avatar March 2024

Avatar April 2024

Avatar Account Forms

Updated: Avatar Account Request Form | Instructions

Read Me: MD-App and Credentialing Implementation Notice

Read Me: MD-App PowerPoint Slides

Other Forms

Substance Use Disorder Counselor Certification Organizations

Avatar Correction Request Form

Attestation of On-site Training for Certified Avatar Trainers




DHCS MH Outpatient Dx 2016

DHCS SUD Dx 2016

DSM 5 Avatar Presentation

Avatar VMware View App

Avatar VMware View App User Guide

User Guides

Adult Older Adult Assessment Combined 10-27-2020

AOA MH TPOC Instructions 02-11-16

AOA PURQC User Guide

ASI Input

Avatar CalAIM Wave 1 Changes

Avatar CalAIM Updated UOS Reports 1-16-2024

Avatar Clinical MH Training 2-24-2021

Avatar Clinical SUD Training 3-2-2021

Avatar CPT Add On Codes and Modifiers here

CalOMS User Guide

CalOMS Correction Procedures

Care Quality User Guide 3-4-2021

Change Admission Date

Crisis Res – Urgent Care Assessment 10-27-2020

CYF TPOC Instructions 07-20-15

Delete or Reassign To Do Item

Edit Service Information

Hidden Gems for Avatar Champions

MH Admission Outpatient Bundle

ODS Perinatal to Residential User Guide 1-4-2021

ODS Residential User Guide 1-4-2021

Performance Objectives Manual 05-26-16

Progress Notes - Group

Progress Notes - Individual

MH Residential User Guide

MH Residential Workflow Diagram

Reports Manual 7-12-2019

SA Admission OP Bundles

SUD Timely Access User Guide

Transfer Practitioner Caseload and Refresh Caseload

Web Connect Virtual Token Instructions 06-09-16

Workflow for Supervising Clinicians

CANS/PSC-35 Avatar Form Technical Guides

Pediatric Symptoms Checklist PSC35 Technical Guide 2018

CANS MD 0 thru 20 Technical Guide 2018

CANS Screen Technical Guide 2018

CANS CYF 0 thru 5 Assessment Technical Guide 2018

CANS CYF 6 thru 20 Assessment Technical Guide 2018

CANS Forms Overview 2018

Avatar Bulletin New and Retiring CANS

Billing Documentation

Behavioral Health Services (BHS) Fee Schedule


Avatar Billing Bulletins
  1. Billing Bulletin – Avatar Billing Guidelines
  2. Billing Bulletin – Billing Guidelines
  3. Billing Bulletin – Documentation and Face-to-Face Time
  4. Billing Bulletin – Implementation of HIPAA 5010
  5. Billing Bulletin Medicare-Medi-Cal Issue
  6. Billing Bulletin – CBHS MH and SA Treatment Programs
  7. Billing Bulletin – Narcotic Treatment Programs (NTP) Service Code Change
  8. Billing Bulletin – NTP – New Service Codes in Methadone Maintenance
  9. Billing Bulletin – Outpatient Drug Free Programs Service Code Change
  10. Billing Bulletin – Letter to BHS Providers regarding Medicare Clients
  11. Billing Bulletin - Handling of Patient Payment at OP and Day Treatment Programs
  12. Billing Bulletin - MH and SUD Programs
  13. Billing Bulletin - Multiple Services on Same Day by Client Report
  14. Billing Bulletin - Possible Duplicate Services by Program Report
  15. Billing Bulletin - Modifiers for MH Services
  16. Billing Bulletin – Foster Care Children with Other Health Coverage (OHC)
  17. Billing Bulletin – Place of Service Code Set Changes | 17a. Service Location Codes (AVATAR)
  18. Billing Bulletin - BH7019 Service Corrections
  19. Billing Bulletin - Billing Questions Contact Form

Billing Reports Manual

Centralized Financial Eligibility Flowchart
  1. New Client CFE Process Flow
  2. Existing Client CFE Process Flow

ACA Medicaid and Exchange Aid Code List with Pre-ACA Aid Code Crosswalk

Billing Training for Service Errors Correction

BH7019 – Billed Services Corrections Form

Claim Remedi One-Stop Eligibility Verification Tool

Client Zipcode Update for HIPAA 5010

Clinician Disciplines

Clinician Prefix and Taxonomy Code Instructions

DHCS: MedCCC Library

DHCS: Medi-Cal (DMC) Billing Manual (Rev. 8/20)

DHCS: Medi-Cal (MH) Billing Manual (Rev. 07/20)

DHCS: SDMC – Medicare Advantage Plans (Part C)

DHCS: SDMC Procedure Code Crosswalk (Rev. 09/19)

Episode Guarantor Information Guide

Episode Guarantor Information (EGI) Refresher Training

FAQs for Centralized Financial Eligibility - Part I

FAQs for Centralized Financial Eligibility - Part II

Family Registration Guide

Financial Eligibility Guide

HMO Policy on Eligibility for Behavioral Health Services

Guarantor List

Insurance Phone List

Insurance Questions

Medi-Cal Aid Codes

Medi-Cal Contact Update (MC-354) Form

Medi-Cal Claims Void and Replace Flowchart

Medi-Cal Share of Cost FAQ

Medi-Cal Share of Cost Fact Sheet

Medicare Advance Written Notices of Noncoverage Booklet

Medicare Advanced Beneficiary Notice of Noncoverage (ABN)

What You Need to Know about ABN

Medicare and Mental Health Benefits

Medicare Handbook (zip,pdf files) 2023 | 2022 | 2021 | 2020 | 2019 | 2018 | 2017 | 2016 | 2015 | 2014 | 2013

Minor Consent Form (MRD-80)

PFI Due Report Instructions

Place of Service Codes (Updated September 2023)

Service & Billing Privilege Matrix

SB 75 Full Scope Medi-Cal for Children

Simplified Payer Source Map

Site Cashiers’ Training Guideline | Clinic Payment Transmittal Form

UMDAP Sliding Fee Scale (Department of Mental Health 1998)

BHS UMDAP Training Guide

UMDAP and PFI Policy/Procedure

UMDAP Patient Fee Schedule (zip,pdf files) 2023 | 2022 | 2021 | 2020 | 2019 | 2018 | 2017 | 2016 | Memo on Uniform Patient Fee Schedule and 2016 Federal Poverty Level Guidelines

OrderConnect Documentation

Avatar User Guide: Health Monitoring

Avatar User Guide: Med List

CBHS Electronic Prescribing Policy

OrderConnect User Guide - Prescribing

OrderConnect User Guide - Tab Functionality

OrderConnect Standard Reports Guide

OrderConnect FAQs

Downtime Procedures and Forms

Loss of Access to Avatar-Backup Plan

Notice of Action (NOA) Letters

Data Collection Forms