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 your staff and their access in TherapyAppointment: adding new providers & office staff, adjusting roles, sending password resets, deactivating accounts, 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:

groups
Listing active staff

By default we only list active staff accounts

(top right) will show any inactive (& active) staff accounts on the practice. It works as a toggle toggle_on

account_box
Staff info at a glance

On this screen we list their name, phone number and email.

Beneath we list their active roles (& inactive) as well as tags

manage_accounts
Load Staff Profile

Click the staff member's name on the left to bring you to their staff profile

Add a Staff Member

From the above Staff screen:

  • Click (top right):
Warning: Use the to connect an External Agent account (more details inside) 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

Tags are a flexible way to filter your group's schedule. You create tags once at the practice level, then apply them to whichever providers fit — and filter by them in Find Availability.

Common uses: marking who's accepting new clients, what insurance someone takes, or which providers offer specific assessments.

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 remove tags for a provider

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:

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

Manage 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

Help a staff member get in

Resend an expired or invalid invite

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

  • Do not create them as a new staff member, since it will duplicate them in the system
  • Ensure they click on the most recent emailed link

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
  • Click Send New Invitation (far right):

Send a password reset or look up a username

For accounts already set up, you'll see the below screen showing you a few options depending:

  • On your own account, you can change your username (far right)
  • Note the username (far left), also required for a password reset
  • Trigger a password reset with change password (far right)

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
  • Note the username on the left

Deactivate or reactivate an account

Note: When you deactivate a provider account, we stop billing for that seat starting at your next billing cycle — no proration, no surprise charges.

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


Deactivate a staff member:

  • 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
After Deactivating a Provider:

Deactivated providers can't sign in, but the rest of your team keeps full access to their work: calendars, claims, payments, and client records.

  • 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 (free)

Client portal access to clients assigned to only that therapist will no longer work.

calendar_month
Calendar Filter

On the right hand side of the Calendar, if you originally had access to this provider's schedule you still do! Click the therapists filter dropdown and check off hide inactive to reveal.

Reactivate a deactivated 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 them below in the Roles section
  • Once at least 1 role is enabled, they will be able to sign in

Reactivate a locked-out account (90-day inactivity)

Locked out vs. deactivated — what's the difference? A locked-out account is still active (and still billable, if it's a provider), the staff member just can't sign in. Deactivation is a hard off switch that also stops billing.

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


Re-enabled, but you still need to enable roles

  • That staff member has now been re-enabled
  • once you re-enable at least one of their old roles, they'll 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 the next day since it's still been over 90 days since they signed in since our daily check.

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!

shield_person
More info

Please see these other resources:

group
External agents

For external agents serving TA customers

person
Providers

For providers to allow external agents access to your account

Related Articles