Tasks route to the role that owns the next action. The agency decides who is qualified for each role. One user can hold more than one role.
Read ownership before assignment
Task assignment tells you where the work landed. It does not change who is allowed to perform the work.
If a task lands with the wrong person, set the assignee to Unassigned or select the follow-up owner. Do not complete work outside that user's scope.
Role map
Role | Owns |
System Administrator | User accounts, roles, permissions, agency settings, product settings, workflows, integrations, and system troubleshooting. No clinical, intake, or billing task ownership. |
Clinical Director / DON / ADON | Agency-wide clinical oversight, escalations from Clinical Managers, clinical policy configuration, override authority, staff supervision records, quality activity, and coverage for Clinical Manager tasks. |
Clinical Manager | Review Provider Order, Review Add-On Eval, Review Plan of Care, Review and Lock OASIS, eligible F2F clinical review, clinical NOA blockers, and documentation audits for clinicians on their team. |
Quality / QAPI Manager | Occurrence reports, tracking logs, potentially avoidable events, HHCAHPS follow-up, survey readiness, performance improvement projects, and quality trend work. |
Clinical Support Staff | Delegated clinical support work, lab specimen follow-up, hospitalized-patient follow-up, transcribing provider orders, outbound referrals, and same-credential documentation audits. |
Clinical Intake Coordinator | Referral-order review, signing-provider confirmation, clinical appropriateness review, high-risk referral flags, and clinical non-admit collaboration. |
Non-Clinical Intake Coordinator | Referral demographics, patient outreach, eligibility verification, referral packet uploads, facility updates, and referral decisions after clinical intake tasks are complete. |
Scheduler | Staffing/capacity confirmation, assigning SOC and routine visits, assigning add-on evaluations, missed visits, reschedules, reassignments, recert visits, and visit details with clinical guidance. |
Medical Records | Sending approved orders, following up for provider signature, obtaining and attaching F2F documents, verifying provider-note documentation, attaching signed orders and faxes, and filing documents to the chart. |
HR Coordinator | Staff onboarding, licensure documents, credential expiration tracking, and staff-console maintenance. |
If something goes wrong
A task is assigned to someone who cannot own it. Set the assignee to Unassigned or select the follow-up owner.
A task type routes to the wrong role. Ask an administrator to update the routing rule.
You are not sure who owns it. Use the role that owns the next required action. Clinical decisions go to clinical leadership; visit placement goes to scheduling; provider-signature chase and filing go to Medical Records.