Adding and Managing Staff & Roles

Required Role: Owner, Manager, or Staff Administrator
(Note: Staff Administrators cannot add or manage Owners, Managers, or other Staff Administrators)

Please also review our article on account types & privileges (important)

This is where you manage all your staff members and their access roles in the system.

Learn how to add new therapists and office staff, configure staff roles and settings, look up usernames, send password resets, deactivate and reactivate staff members and more!

Within this Article:

Staff: Overview

To see an overview of your group:

  • On any screen click (top right):

phone_iphone Using a mobile device? Click the gear button at the top
  • Then click Staff (top tab)
  • This page shows you an overview of all practice staff:


  • Here by default we list all active staff accounts
  • We list their name, phone number, email, roles (including inactive) as well as tags
  • Click their name on the left to bring you to their staff Profile
  • To show inactive staff, click the top right toggle button shown below:

Add a Staff Member


From the above Staff screen:

  • Click (top right):

Warning: Use the to connect an External Agent account only if you are certain
  • Enter their information on the top: Name & Email Address:

  • You'll then work from top to bottom with the staff member roles, explained below:

Role Sections:

  • Provider / Therapy → local_atm Pricing starts at $10/month! *
  • Administrative → Free!
  • Auditing / Compliance → Free!

For settings provider account types & privileges click here

* local_atm View our pricing page here for our transparent rates!

Provider / Therapy Roles

  • First section shown is for any therapist or provider roles they should have
  • Check off each role you want your provider to have here (if any), then scroll down

Options:


Administrative Roles

  • Next, check off any administrative roles this staff member needs

Options:

  • Manager (by default also includes scheduler & biller roles)
  • Reporting
  • Scheduler
  • Biller

Auditing / Compliance Roles

  • Check off each Auditing / Compliance role you want this staff member to have (if any)

Options:

  • When finished, scroll to the bottom and click (bottom right):

Your staff member will receive an email mail with an invitation to create their own account:

Note: Staff invites are valid for 1 hour for security.
If they receive an invalid link message, see the Expired or Invalid Links section below.

Manage Staff Roles

Staff roles are managed on the staff members profile. To access:

  • On any screen click (top right)
  • Then click Staff (top tab)
  • Click the staff member from the list
  • Navigate to the Roles section
  • Click for any role(s) desired:


settings For more information and a breakdown of provider account types & privileges click here

Manage Staff Tags for Find Availability

Staff tags is a handy feature with unlimited uses for your groups schedule.

The sky is the limit: you can create tags under each provider, and filter based on those tags in Find Availability!

Accepting new clients? Insurance vs. no insurance? Specific insurance companies? Specific Assessments for specific providers? This and more is all possible with our tagging feature!

From the staff page, click the far right column under Therapist Tags:


  • We list the tags associated with that provider here
  • If no tags exist, it will show add_circle

Add or Manage Tags

To manage tags, find the far right column Therapist Tags for that provider and click on it


In the new popup you have two options:

Add or remove tags for this provider

  • At the bottom, we list any active tags for them
  • Click the bottom line to check or uncheck any tags
  • When finished, click

Manage all practice wide tags

  • Click
  • If needed, create a new tag at the top
  • To edit the name of a tag, click on it and edit the name at the top
  • To delete a tag, click delete (far right)
  • To return back to the providers tags click (top right)


movie Tags Videos:


Shown:

  • How to add a new tag
  • How to add & remove a tag for a provider

Once completed:

You'll be able to take advantage of a filter option in Find Availability — Article: Find Availability

Expired or Invalid Links

If the account invitation link is not activated within the 1 hour time frame, a new access link will need to be sent, and can be done so from their staff profile.

Do not create them as a new staff member, since it will duplicate them in the system.

  • On any screen click (top right)
  • Then click Staff (top tab)
  • Click the staff member from the list
  • Then click Security (top tab)
  • Find the section Credentials and Login History section
  • Click Send New Invitation (far right):


  • They will receive another email, with a new valid link
Note: Ensure they click on the most recent email link sent, it's timestamped.
mail Email address invite comes from: no-reply@therapyappointment.com

Send a Password Reset to a Staff Member

If a staff member forgets their password, you can use these steps:

  • On any screen click (top right)
  • Then click Staff (top tab)
  • Click the staff member from the list
  • Then click Security (top tab)
  • Find the section Credentials and Login History section
  • Click Reset Password (far right):

Here you can also confirm the staff members username that you can relay to them if they are unsure. We get it, there are a lot of credentials to remember nowadays!

Look up the Username of a Staff Member

To retrieve a staff members username:

  • On any screen click (top right)
  • Then click Staff (top tab)
  • Click the staff member from the list
  • Then click Security (top tab)
  • Find the section Credentials and Login History section
  • Note the username on the left

Deactivate a Staff Account

Note: After deactivation we stop billing you immediately starting on your next billing cycle if it's a provider account.

Deactivated staff members will not be able to login, even with the correct credentials, unless re-enabled.

To deactivate a staff members account:

  • On any screen click (top right)
  • Then click Staff (top tab)
  • Click the staff member from the list
  • Find the section Workplace Settings (just above Roles)
  • To the right of Account Active, click


edit_square
What can you do with a provider account after deactivation?

While they can't sign in, other staff can still manage and access needed activities:

  • Manage or view their calendar via filters
    • Example shown to the right
  • Take payments for clients or appointments
  • Create or manage any claims
  • Post insurance payments manually (EOBs), ERAs will still continue to post automatically ✨
  • Access client profiles of that provider
  • Access records via the record custodian role
calendar_month

Reactivate a Staff Account

Deactivated staff members cannot login, even with the correct credentials, unless re-enabled.

Once reactivated, they'll immediately be able to sign in after with the original username & password.

  • On any screen click (top right)
  • Then click Staff (top tab)
  • By default we only show active staff
  • Click
  • Click on the staff member's name
  • Find the section Workplace Settings (just above Roles)
  • To the right of Account Disabled, click

Last Step: Enabling Role(s)

Most importantly after this, reenable any needed roles for this staff member below this. Once at least 1 role is enabled, they will be able to sign in.

Reactivate a Locked Out Disabled Staff Account

Note: Locked out is different than deactivation. It means that staff member / client can no longer sign in, but they are still active. If it's a provider account, you will still be charged for them.

Want to deactivate this account instead? Click here for our section on that.

If enabled on your practice's security settings, staff members (and clients) will be locked out after not signing in for 90 days.

To enable their account, follow these steps:

  • On any screen click (top right)
  • Then click Staff (top tab)
  • On the left, you should then see an orange icon beside their account indicating a lock out:


  • Click on the staff member's name
  • Find the section Workplace Settings (just above Roles)
  • To the right of Account Disabled, click


That staff member has now been re-enabled and will now be able to sign back in. Please make sure they sign in the same day you reactivate, or you will have to repeat these steps since it's still been over 90 days since signing in.

External Agents

quiz An External Agent is an administrative helper who needs access to the accounts of several different independent providers or multiple groups within the system. This might be a front office worker in a group of independent providers, or a remote billing agent who works for several practices. One login with access to all your groups!

For more information about External Agents, please see these other resources:

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