Upheal has four team roles: Healthcare Provider, Admin, Practice Manager, and Biller.
Healthcare Provider and Admin are clinical roles and have access to clinical records.
Practice Manager and Biller are non-clinical roles, and do not have access to clinical records. These roles are built for staff who help run the practice, but do not need access to session notes or other clinical information.
How roles work
Every team member has exactly one role. Roles can't be combined or stacked to widen someone's access, so each role is built to cover a complete job on its own. (For example, Providers can bill their own clients, despite not also having the Biller role.)
Providers work with their own clients only. The other three roles work across the whole practice, but each only in its own area.
The clinical line is absolute. Practice Managers and Billers never see clinical content, anywhere in the app. There's no setting that changes that.
The four roles
Healthcare Provider (clinical)
The clinician role. Providers work with their own clients, and have access to the following:
Full clinical work for their caseload. Run and record sessions, generate and edit notes, transcripts, treatment plans, and use AI tools.
Client management. Add and edit their own clients, schedule, message, send forms, and handle their billing, including invoices, statements, and superbills.
Note templates and forms. Create and edit the practice's shared note templates and forms.
Providers can't see other Providers' clients or calendars, manage the team, or change practice settings.
Admin (clinical)
Admins have full access. Admins can do everything a Provider can, for any client in the practice, including opening any client's clinical record. Admins can also manage team members and their roles, practice settings, the subscription, and importing clients from another EHR.
Practice Manager (non-clinical)
Practice Managers can:
Manage all clients: add, edit, archive, and reassign them between Providers.
Delete clients who have no sessions.
Schedule and manage appointments for the whole team.
Handle billing for the whole practice.
Message any client and send forms to any client. Conversations are personal though: they write to clients in their own threads and can't read a colleague's messages.
Manage shared note templates and forms.
Manage practice settings, team members, and their roles.
Practice Managers can't:
See any clinical content.
Be assigned clients of their own.
Delete clients who have sessions in their profile.
Turn on automatic deletion of sessions or transcripts.
Delete, demote, or invite new admin users.
Manage the subscription.
Keep in mind that a Practice Manager can see some session details (like date, type, and billing codes), but can't edit or delete the session. Sessions are part of the clinical record, so changing them stays with the Provider or an Admin.
Biller (non-clinical)
Billing for the whole practice, and only that. Billers can:
See and search all clients, including contact details, appointment details, and diagnoses (needed for claims). Billers cannot edit this information, and they cannot see session notes, transcripts, or other clinical information.
All billing work. Billers can create and send invoices, statements, and superbills for any client, handle insurance claims and remittances, and manage practice-wide billing setup. This includes billing profiles, payer enrollment, and contracted rates.
Billers can't see clinical content, edit clients, schedule, message clients, send forms, or change team or practice settings.
What "non-clinical" means exactly
Practice Managers and Billers see everything about a client except the clinical record. They can see:
The client list
Contact and demographic details
Appointment details, like date, type, status, and billing codes
Diagnoses
Non-clinical form responses, like consents
They never see notes, transcripts, recordings, treatment plans, AI-generated content, or clinical form answers, like scored measures.
Note: Diagnoses are the one deliberate exception. They're clinical information, but invoices, superbills, and insurance claims can't be produced without them, so both non-clinical roles can see them.
How to assign roles
If you are an Admin or a Practice Manager, you can invite team members, and assign and edit their roles.
Inviting new team members
To invite a new team member and assign their role:
Go to Settings in the left menu.
Click Team members on the left.
Click Invite member.
Enter the email address of the person you'd like to invite to the team.
Select their role from the dropdown menu. You can select Admin, Practice Manager, Biller, or Provider.
Click Invite.
Your new team member will receive an email with a link to activate their account and get started.
Changing a role, archiving an account, or removing an account
Admins and Practice Managers can also change a team member's role, archive, or remove their account.
To change a role, archive an account, or remove an account:
Go to Settings in the left menu.
Click Team members on the left.
Click the three dot icon on the line of the team member whose role you want to edit or account you want to remove or archive.
Select Change role, Archive account, or Remove account.
