Who Does What
The two roles on your team and what each one can do.
Your team has two roles: Client Admin and Client Staff. This page shows what each role can do.
Working alone? You are the Client Admin. The Admin can do everything on this page. Skip the rest until you hire a helper.
Both roles sign in the same way. The role you give a person decides what they can see and change.
The two roles
| Role | What they do | Can change setup? |
|---|---|---|
| Client Admin | Sets up and runs the business. | Yes. Full access. |
| Client Staff | Helps patients every day. | No. Daily work only. |
What the Client Admin does
- Sets up branding, the patient portal, and your web address.
- Adds products, prices, coupons, labs, and forms.
- Connects payments and manages the money side.
- Invites your team and picks each person's role.
- Opens Reports and issues refunds.
- Does everything Client Staff can do, too.
What the Client Staff does
- Helps patients sign up, pay, and finish forms.
- Answers patient messages and calls.
- Books and moves patient visits.
- Follows up on orders, refills, and lab results.
Client Staff cannot open Settings, Billing, or Reports. They can view products, forms, and integrations, but they cannot change them.
Neither role makes medical decisions. Your provider network (the licensed doctors who review orders and prescribe) handles approvals and prescriptions. Your team helps with everything else.
Words to know
| Word | What it means |
|---|---|
| Client Admin | The role that can set everything up: branding, payments, products, team. |
| Client Staff | The role for daily work: patients, orders, messages. Cannot change setup. |
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
Questions
Can one person hold both roles?
No. Each person has one role at a time. If someone needs to change settings or products, make them a Client Admin. Admins can do everything staff can do.
How do I add a teammate?
Add them from the Dashboard. Open the Users card, click Add, then pick Client Admin or Client Staff. See Invite Your Team.
Can Client Staff edit the knowledge base?
No. Staff can read it, not change it. Only a Client Admin can add, edit, or remove entries.
Who can issue refunds?
Usually a Client Admin. Refunds happen on the Orders page. If you are not sure who on your team can refund, ask your Client Admin.
Who handles patient payment problems?
Both roles help, in different ways. Staff remind patients to pay and follow up on unpaid orders. Admins handle refunds and manual invoices on the Orders page.
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