A role decides two things: what a person can see and do, and where they work. Office roles use the web. Field clinician roles use the phone app and have no web access. A person can hold several roles and gets the combined access.
The roles
Group | Roles | Works in |
Leadership | System Administrator, Clinical Director (DON/ADON), Clinical Manager, Medical Director | Web |
Field clinicians | RN, LPN, NP, PT, PTA, OT, OTA, Speech Therapist, Social Worker, Registered Dietitian, Home Health Aide | Phone |
Administrative | Intake Coordinator, Marketer, Scheduler, HR Manager, Medical Records | Web |
Billing and revenue | Billing Manager, Authorization Specialist, Billing Specialist, Remittance Specialist | Web |
Quality and support | Quality Officer, Surveyor (read-only), Clinical Support Staff, Administrative Staff | Web |
Roles are fixed — you cannot create roles or change what a role grants. Combine built-in roles instead (for example Scheduler plus Intake Coordinator).
Note: Use least privilege: pick the role that matches the job, inspect its permissions on Settings → Roles, and add a second role only when the job requires access the first does not grant.
Browse role permissions
Open Settings → Roles under Agency Management.
Filter by role name and select a role to see the permissions it grants.
Change someone's roles
Open Settings → Staff → Active Users.
Row menu → Manage roles.
Add or remove roles in the Manage system roles dialog, then click Save roles.
The change applies the next time the person's screens load. Roles are separate from the clinical discipline on the staff record.
If something goes wrong
Someone cannot see a page they need. Confirm the feature is enabled for your agency, then inspect their roles' permissions. If a role was granted moments ago, have them refresh or sign out and back in.
A clinician cannot sign in on the web. By design — field clinician roles are phone-only. If they also do office work, add an office role.
System Administrator shows "Admin only" in the picker. Your own permissions do not allow granting it. Ask an existing administrator.