Providers, admins, and delegates
Invite clinicians, admins and delegates, read the roster's filters and statuses, and offboard someone in the order that does not strand their work.
/providers is the roster of every clinician in your network — where you invite them, watch them finish setup, open their credentials, and switch them off when they leave.
Questions people ask about this page
I invited someone as a Provider Delegate and they arrived as a Provider. Why?
Because Add Provider on this page always creates a Provider. There is no role picker in that dialog. Delegates and Network Admins are invited from Dashboard → the Users card → Add, which opens Add new user with three role tiles.
Where are the Active / Pending / Inactive tabs?
They are not tabs — they are multi-select filter pills behind a control that reads All Statuses. Open it and you get Active, Pending and Inactive, each with a live count. The page opens with Active and Pending already ticked, so the pill reads 2 selected — the words All Statuses disappear the moment anything is ticked. Screen readers still announce it as All Statuses: 2 selected.
I deactivated a provider and now their row has vanished.
That is the default filter hiding them. Open All Statuses and tick Inactive, or click CLEAR ALL to show everyone.
Their badge says Onboarding. Are they set up or not?
Not yet. Onboarding means the account exists and they have signed in but have not finished their own nine-step wizard, so they cannot take a visit. Send them a magic link from the row. See What each provider must complete.
Why can I not deactivate a Pending provider?
The Deactivate action is hidden for accounts still in Pending, because there is nothing to switch off yet. To cancel an unclaimed invitation, go to Dashboard → Users, find the row, and use Delete — network admins may delete pending accounts only.
Should I deactivate a leaver straight away?
No. An inactive provider cannot claim or complete anything, so their open work becomes stranded. Move the work first. The correct order is in How to offboard a provider below.
What does "Log in as user" do?
It signs you into their real account. The confirm dialog is explicit: You will be entering the Provider's real account, and any actions you take after this point will be attributed to them, not to you. This login itself is logged for audit. Use it to check what they can see, never to record a clinical decision.
Can I change a provider into a delegate?
No. There is no role-change control anywhere. Deactivate the account and invite the person again at the correct role.
Where to find it
Left menu → Providers. Direct link: /providers. Visible to: Provider Network Admin only. Anyone else gets Access Denied — Only Provider Network Admins and Practice Admins can access this page.
The short version
Click Add Provider
Type the work email, press space, click Send Invites.
Tell them what is coming
They have a nine-step wizard and a required knowledge-base review before they can work.
Watch the Account Status column
Pending → Onboarding → Active.
Verify their licences and assign them to clients
Open the row, then the Credentials and Capabilities tabs.
What is on this page
| What you see | What it does |
|---|---|
| Heading Providers / Manage providers | The page title and subtitle. |
| Card subtitle, for example 2 of 2 | Rows shown out of rows that exist. A gap means a filter is on. |
| Export CSV | Downloads the roster. Columns: Provider, Phone, Position, Today's Schedule, Appointments Today, Account Status, Last Login. |
| Add Provider | Opens the Invite Provider dialog. Always creates a Provider. |
| Search providers... | Matches name, email, phone, position, user type and specialties. |
| All Statuses | Multi-select pill: Active, Pending, Inactive, each with a count. |
| All Specialties | Multi-select pill built from the specialties on your providers. Absent when nobody has one. |
| Joined Date | Date-range filter over when the account was created. |
| CLEAR ALL | Clears search, status, specialty and date. Only appears when something is set. |
| The table | Columns in order: Provider, Phone, Position, Today's Schedule, Appointments Today, Account Status, Last Login, Actions. Everything except Actions sorts. |
| Empty cells | N/A for phone and position, No schedule for today's schedule, — for last login. |
Every row action
| Action | What it does | When it appears |
|---|---|---|
| Clicking the row itself | Opens the provider profile on Overview, and puts ?user=<id> in the URL. | Always |
| View / Edit | Same as clicking the row. | Always |
| Manage Schedule | Opens the profile on its Scheduling tab, where you can set their availability for them. | Always |
| Deactivate / Activate | Switches the account off or on. Confirms in a plain browser dialog: Are you sure you want to change {name} to deactive? — the raw stored word, not Inactive. Toast: Provider status updated to deactive. Failure: Unable to update provider status. Please try again. | Hidden for Pending accounts |
| Send magic link | Emails a passwordless sign-in link. Toasts Sending magic link to {email}... then Magic link sent to {email}. | Always. Fails with Provider does not have an email address if there is none |
| Log in as user | Impersonation. Confirm dialog titled Log in as {Provider Name}? with buttons Cancel and Log in as user. | Only when your account is allowed to impersonate |
The same menu opens from the … button and from a right-click anywhere on the row.
How to invite a provider
Open the page
Left menu → Providers.
Click Add Provider
The Invite Provider dialog opens. Description: Send onboarding invitations by email. Body: Invitation emails will be sent now. Users will finish their profile, password, and onboarding after opening the link.
Type the work email
The field's placeholder reads Type email addresses, then press space or comma. Press space or comma and the address turns into a chip. Add as many as you like.
Check the address
The secure setup link goes to exactly what you typed. Send Invites stays disabled until at least one valid address is entered.
Click Send Invites
The label changes to Sending..., then the dialog shows Invitations sent — Each user will receive an invitation email and complete onboarding from the link. Click Done.
Warn them about the wizard
They cannot use the app until they finish nine steps, including an NPI check, a government ID upload and a drawn signature.
How to invite an admin or a delegate
Go to the dashboard, not this page
Left menu → Dashboard, and scroll to the Users card.
Click Add
The Add new user dialog opens: Choose the type of account you want to create.
Pick the role
Provider Network Admin — Administrative access for this provider network. Provider — Doctors, nurses, and medical professionals. Provider Delegate — Support staff acting on behalf of a provider.
Send the invitation
The next screen is the same email-chip form, retitled Invite Provider Delegate or Invite Provider Network Admin, with a Back button.
How to offboard a provider
Do not deactivate first. An inactive provider cannot claim or complete anything, so every open review and booked visit they hold becomes stranded. Move the work, then switch the account off.
Reassign their open chart reviews
Visits (ASYNC) → In Progress. Reassign or unassign everything of theirs. Reassignment keeps the patient, order and visit linkage intact.
Move their booked video visits
Visits (SYNC). Reassign or reschedule every future appointment and check the patient gets the update.
Remove their client assignments
/clients → open each client → Assigned Providers. Until you do this, new work keeps routing to them.
Clear their queued prescriptions and open threads
Check Prescriptions, Orders, Messages and Notifications for anything still waiting on them.
Deactivate the account
/providers → the row's … menu → Deactivate. Confirm. Their status becomes Inactive and the row disappears behind the default filter.
Handle the vendor side
If they used ScriptSure, revoke that separately. A GEN Health status change does not remove vendor access.
Verify
Re-check Visits (ASYNC), Visits (SYNC) and every client's assigned roster for their name.
Deactivation keeps every chart, prescription, decision and audit record. If they come back, use Activate on the same account and re-check their licences before assigning work.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Pending | The invitation was sent and the account has never been claimed. | Send magic link. Deactivate is hidden. Cancel it from Dashboard → Users → Delete. |
| Onboarding | They signed in but have not finished their nine-step wizard. They cannot take a visit. | Send a magic link and point them at What each provider must complete. |
| Active | A normal working account. | Nothing. Being Active does not mean their licences are verified. |
| Inactive | An admin switched the account off. Hidden by the default filter. | Activate to bring them back. |
Two wording traps. The filter pill says Inactive while the Account Status badge on the very same row reads Deactive — the badge title-cases the stored value deactive and the pill re-labels it. And Onboarding is a display-only label — the filter counts still put that person under their real stored status, so an onboarding provider is counted as Pending or Active.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| You cannot find a provider you know exists | The status filter opens pre-set to Active and Pending. | Click CLEAR ALL, or tick Inactive. |
| The invitation never arrived | Typo in the address, or the mail was filtered. | Check the row in Dashboard → Users, delete the pending invite, and re-send. Send magic link also works. |
| Send Invites stays greyed out | You typed an address but never pressed space or comma, so no chip was created. | Press space. The address becomes a chip and the button enables. Errors: Add at least one email address. and Remove or correct invalid email addresses. |
| A provider is Active but sees no work | They have no client assignments, or state-licensure filtering is excluding the patients. | Open their profile → Capabilities → Assigned clients, then check /settings/operations → Require patient-state licensure. |
| A provider cannot set availability | Your network has no timezone or no operating hours. | Fix it at Network overview and operating hours. |
| A provider cannot e-prescribe | ScriptSure enrolment is separate from the GEN Health account and does not happen on this page. | Go to /integrations and open the ScriptSure setup. Their provider profile shows no e-prescribing status at all. |
| You deactivated someone and reviews are now stuck | Their open work was never moved. | Reactivate, move the work, then deactivate again. |
| The invite dialog only offers Provider | Correct. Add Provider hard-codes the role. | Use Dashboard → Users → Add for the other two roles. |
| No providers found / Try adjusting your filters | Filters or a search term exclude every row. | CLEAR ALL. With a genuinely empty roster you get No providers yet / Providers in your network will appear here instead. |
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