Your team and roles
Invite Client Admins and Client Staff from the Users card, and know exactly what each role can do.
The Users card on your Dashboard is the only place you add, edit, or switch off a teammate. There is no separate Team page.
Questions people ask about this page
Where is the Team page? A checklist step sent me to one.
It does not exist. /settings/team renders Settings category not found with a Back to settings button. Some setup-checklist steps still link there. Use /dashboard → the Users card instead.
Which roles can I create?
Two: Client Admin and Client Staff. You cannot create a provider, a delegate, or a network admin from here — those belong to your provider network.
What is the real difference between Admin and Staff?
Admins own configuration and money; Staff own day-to-day patient work. Staff have no Billing, no Reports, no Affiliated clients, only one Settings page, and cannot create users, build forms, edit products, or change prices. Full comparison below.
Someone is stuck at Pending. What now?
Pending means they were invited but have not finished account setup. Open their row actions and choose Send magic link, or Copy magic link and pass it to them another way.
How do I remove someone who has left?
Row actions → Deactivate, then confirm Change User Status?. They keep their record and their history but lose access. There is no hard delete for an active user.
What does "Primary" next to a name mean?
That person is the primary billing contact for the account. Change it with row actions → Set as primary contact. It also drives the Billing contact row on /settings/overview.
Can Client Staff manage promo codes?
Only if a Client Admin turns it on. Settings → Portal experience → Experience settings → Allow Client Staff users to manage coupons. It is off by default.
Does inviting someone email them straight away?
Yes. The dialog says so: Invitation emails will be sent now. Do not use a colleague's address to "test" the flow.
Where to find it
Left menu → Dashboard, then scroll to the Users card. Direct link: /dashboard. Visible to: Client Admin only — Client Staff see a Getting Started tips card in its place.
What is on this card
| What you see | What it does |
|---|---|
| Card title Users with a count like 2 of 2 | Rows shown out of rows that exist. |
| Button Add | Opens the Add new user dialog. |
| Search Search users... | Filters by name or email. |
| Filter All Statuses | Active, Pending, Inactive, each with a count. |
| Filter All User Types | Client Admin and Client Staff. |
| Filter Joined Date | A date range on when the account was created. |
| Button Clear filters | Resets search and every filter. |
| Columns Full Name · Email · Type · Status · Actions | One row per teammate. The name cell shows a Primary chip on the primary billing contact. |
| Row button Open actions for {name} | The per-person menu. |
How to invite a teammate
Open the Dashboard
In the left menu, click Dashboard and scroll to the Users card.
Click Add
The Add button sits in the card header. The Add new user dialog opens, described as Choose the type of account you want to create.
Pick the role
Two tiles. Client Admin — Primary administrator for your clinic. Client Staff — Support staff and medical assistants. Read the comparison below before you choose; you are handing out real permissions.
Read the second dialog
Picking a tile opens Invite Client Admin or Invite Client Staff, described as Send onboarding invitations by email. The body warns: Invitation emails will be sent now. Users will finish their profile, password, and onboarding after opening the link.
Type the email addresses
The field's placeholder is Type email addresses, then press space or comma. Each address becomes a badge, so you can invite several people to the same role at once. Check every address before you continue — there is no recall.
Send
Click Send Invites. The button reads Sending... while it works. Back returns you to the role tiles without sending.
Finish
A success panel reads Invitations sent. Click Done.
Confirm the row
The new person appears in the table with status Pending. They become Active once they open the link and finish setup.
A Client Admin can do everything you can, including inviting more admins and changing your payment settings. Default to Client Staff and promote later.
Client Admin versus Client Staff
| Can they… | Client Admin | Client Staff |
|---|---|---|
| Add, edit, deactivate teammates | Yes | No |
| See Billing and the payment processor | Yes | No — the nav item is absent |
| See Reports | Yes | No — the nav item is absent |
| See Affiliated clients | Yes, when enabled for the account | No |
| Open Settings | All nine cards | One card only: Notifications. Any other settings URL redirects there. |
| Change branding, domain, portal experience | Yes | No |
| Create or edit a product | Yes | No — no Create button, no Smart upload, price fields disabled |
| Edit prices or subscriptions | Yes | No |
| Build or edit forms | Yes | No — /forms is read-only |
| Review form submissions, request follow-up forms | Yes | Yes |
| Edit formulary pairings | Yes | No — view and search only |
| Edit lab pricing and linked products | Yes | No — staff can open and edit a lab, but Patient total, Cost, Target Audience, Unavailable states, Promo Codes and Linked products are not rendered for them |
| Create an order, bulk-act on orders | Yes | No — Create order and Bulk are admin-only |
| Set operational order labels | Yes | Yes |
| Set approval decisions (approved, denied, deferred) | No | No — those belong to the provider network |
| Work patients, messages, visits, prescriptions day to day | Yes | Yes |
| Schedule and reschedule sync visits | Yes | Yes |
| Configure visit options | Yes | No |
| Upload or edit knowledge base content | Yes | No — browse only |
| Manage promo codes | Yes | Only if Allow Client Staff users to manage coupons is on |
| Manage API keys and webhooks | Yes | No |
| Raise and triage support tickets | Yes | Yes |
| Open the Activity timeline | Yes, for own-client records | No |
| Invite a provider or a delegate | No | No — providers belong to the provider network |
Client Staff also get a shorter first-run setup: Account and Policies only.
Row actions
| Action | What it does |
|---|---|
| View / Edit | Opens the person's profile to change their name, contact details, or type. |
| Set as primary contact | Makes them the primary billing contact. The Primary chip moves to their row. It only appears on a Client Admin row that is not already primary — you will not find it on a Client Staff row, or on the person who already holds the chip. |
| Deactivate | Removes platform access. Confirm dialog Change User Status? warns This user will lose access to the platform. |
| Activate | Restores access to a deactivated person. |
| Send magic link | Emails them a one-click sign-in link. The fastest fix for "I never got the invite". |
| Copy magic link | Puts the same link on your clipboard. Treat it like a password: anyone holding it signs in as that person. |
A copied magic link is a live credential. Never paste one into a shared document, a ticket, or a group chat.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Active | Normal working account. | Nothing. |
| Pending | Invited, has not finished account setup. They still get the blocking setup dialog on sign-in. | Send magic link, or ask them to check spam. |
| Inactive (the filter's word; a row can also read Deactive) | Access switched off. This is GEN Health's word for blocked. | Activate to restore. |
| Primary chip | Not a status — it marks the primary billing contact. | Set as primary contact on someone else to move it. |
After a status change a toast confirms User status updated to {status}.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Settings category not found | You followed a link to /settings/team, which does not exist. | Click Back to settings, then go to /dashboard → Users. |
| No Users card at all | You are signed in as Client Staff. | Ask a Client Admin. |
| The invite never arrived | Spam filtering, or a typo in the address. | Check the row's email, then Send magic link. |
| You invited the wrong person | The email sends immediately; there is no recall. | Deactivate the row so the link cannot be used. |
| You cannot find a delete option | Active users are deactivated, not deleted. | Deactivate. To remove a record entirely, raise a ticket to GEN Health. |
| A teammate cannot see a page you can see | They are Client Staff. | Check the comparison table. If they genuinely need it, change their type with View / Edit. |
| You need to add a doctor | The Add new user dialog offers only Client Admin and Client Staff. | Ask your provider network to add the clinician on their side. |
| Nobody is set as Primary | Nothing forces it. | Set one, or billing mail has no named owner. See Your plan and account payment method. |
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