A team is a territory plus the people who work it. Coverage rules decide which team a patient lands on by default; membership decides what staff see and where tasks route. Teams live at Settings → Agency Management → Teams.
Create a team
1. Click Add Team.
2. Under Team Basic Info, enter the Team Name and Team Description.
3. Under Team Coverage, pick the Coverage Type:
Coverage type | The team claims |
ZIP Code Coverage | Geographic territory — patients by home ZIP |
Facility Based | Specific facilities — patients by referral source or residence |
Mixed (ZIP & Facility) | Both |
4. Click Add ZIP Code for each ZIP, or Add Facility for each facility, depending on the type. Facilities come from the facility library.
5. Under Team Members, click Add Member and search staff. Members are either Field Clinician or Back-office Staff.
6. Click Create Team.
How patients route to a team
Each patient can belong to one team at a time, and coverage rules determine the default team assignment:
A patient whose home ZIP is in a team's ZIP Codes routes to that team.
A patient from a facility in a team's Facilities routes to that team.
With Mixed coverage, either match routes the patient.
The assignment is a default, not a lock — it can be changed on the patient when reality disagrees with the map. Keep coverage current: a ZIP no team claims means those patients route nowhere by default.
What membership does for clinicians and staff
Default visibility — team membership controls what members see by default: their team's patients, visits, and work rather than the whole agency.
Task routing — tasks can route by team, so a team's referrals, orders, and follow-ups land with its own back-office staff (Settings → Task routing, driver Team).
Scheduling — the scheduler filters by team (All Teams or one team), so schedulers staff their own territory's visits with their own clinicians first. A clinician's Primary Team shows on their staff profile under territory coverage.
Reports — operational reports facet by Teams, which is what makes team-level performance comparable.
Note: Team coverage and a clinician's personal ZIP coverage are different layers. The team routes the patient; the clinician's own territory (staff profile → Scheduling & Coverage) feeds the ranking when a visit is assigned — see Make a clinician schedulable.
If something goes wrong
A patient landed on the wrong team. Check which team claims their ZIP or facility — overlapping or missing coverage is almost always the cause. Fix the coverage, then correct the patient's assignment.
A team's tasks are going to the wrong people. Membership controls routing — confirm the right back-office staff are on the team, then check the routing rules under Settings → Task routing.
Deleting a team. The confirmation warns that all team assignments and coverage rules are permanently removed — reassign the team's patients and coverage first.