This article is for practice leadership and admins that have access to Practice HQ and are using the Oasys web platform.
This guide covers managing your practice's providers and clients — adding team members, assigning roles and status, and handling client relationships across your practice.
In this article:
1. Adding providers and admins
From the Providers & admins section of Practice HQ:
Click Add provider in the top right (or Add admin to bring on a non-clinical administrator).
In the Invite provider dialog, enter the person's name, email, and role.
Send the invite. They receive an email and appear on your roster once they accept.
💡 Throughout Practice HQ, team members are called providers. "Therapist" describes their clinical role, but the buttons and dialogs you'll use say "provider."
2. Provider status
Each provider on the roster has a status:
Active — fully operational: can see clients, take sessions, and appear in scheduling.
Inactive — access is turned off.
On leave — temporarily paused.
You can filter the roster by Active, Pending, or Inactive. While an invite is in progress you may also see badges such as Invitation pending, Pending approval, or Pending signup.
3. Assigning roles
Your practice can define custom roles that control what providers can access:
Each role has a display name, a description, and feature overrides.
Roles determine supervision requirements (for example, interns require supervision, senior providers can supervise).
Roles can control billing modifiers for insurance claims (such as HO, HN, HP).
Assign or change a provider's role from their profile.
💡 Granting an admin granular access (billing, scheduling, settings, analytics, and so on) is done on the owner-only Permissions page. See "Permissions" in Configuring your practice for the full list.
4. Adding and inviting clients
When you add a client, a setup email is sent so they can create their account. A few things are worth knowing:
You can edit a client's name and email only before they start signing up. Once they've begun onboarding, the email field is locked and only the client can change it — this is true even in a group practice.
The invite button is Send Invite Email, and a client who hasn't finished signing up shows a Pending Signup badge. You can re-send the setup email as long as they haven't completed signup.
There's no separate "resend invite" button, and re-adding a client who already exists creates a duplicate record — so don't re-add them to resend.
If the Send Invite Email button and Pending Signup badge have disappeared, the client has already started signing up — point them to Forgot Password on the portal login screen instead.
⚠️ Invite went to the wrong email and the client can never receive it? Contact support with the client's initials, the incorrect email on file, and the correct one. Support updates the email and re-sends the invite.
5. Minors and guardians
You can create a minor (guardian-managed) client, and you can convert an existing record into one — with one important limit on timing.
Converting an existing client to a minor is self-serve using Convert to Minor, where you enter the guardian's name, email, and relationship. This is a Practice Admin or Manager action, and it's only possible before the client's invite has been sent — for example, records migrated from another system or still chart-only. Once the invite has gone out it can't be undone in-app.
If the client has already been invited or has started onboarding, converting them is a support request. Support handles it in a way that preserves the client's notes, treatment plans, and history. Converting a minor back to an adult account isn't self-serve.
⚠️ When you add a minor, the invite can't be sent until all four portal-access areas — Clinical info, Messaging, Scheduling, and Billing & insurance — are each assigned to at least one person (the guardian and/or the minor). If the add button stays greyed out, this is usually why — it's not a permissions problem.
6. Couples and families
Oasys supports Couple and Family client types alongside individuals, with two things to set up first:
These types may need to be enabled for your practice — they aren't on by default for every account.
Even once available, each Default service has to be marked to allow couple booking (new services start out individual-only) before couples show up as a scheduling option.
Couples and families are created from a provider's own Add Client flow — choose Couple or Family and select each member. The practice-wide Add Patient flow is individual-only and hides the couple/family option. Each partner still receives their intake paperwork individually.
7. Care teams
Beyond a client's primary provider, you can add other clinicians to their care team. Each additional member has a Role — Treating or Viewer — so you can control whether they actively treat the client or only view the record.
When you change a client's primary provider, you'll be offered the option to keep the previous provider as a co-treating clinician rather than removing them.
8. Managing clients across your practice
Practice admins can manage clients at the practice level. You can:
View all clients across all providers.
Reassign clients between providers.
Track each client's primary provider.
See client metrics: active count, session history, pending notes, and risk level.
9. Client visibility for supervisors
When supervision is enabled, supervisors can view their supervisee's caseload:
All direct clients assigned to the supervisee.
Practice clients where the supervisee is the primary provider.
Walk-in clients — practice clients the supervisee has seen but who are assigned to someone else.
10. Archiving and removing clients
To take a client off an active caseload, use Archive — that's the option the app offers. There's no self-service way to permanently delete a client.
⚠️ Need to fully remove a duplicate profile (for example, a stray record with no clinical data, where the real chart lives on another profile)? Contact support to have it deleted — re-adding or re-inviting won't remove it.
Frequently asked questions
I invited a client to the wrong email — how do I fix it?
Once onboarding has started the email is locked. Contact support with the client's initials, the wrong email, and the correct one; support updates it and re-sends the invite. (Re-adding the client just creates a duplicate.)Can I delete a duplicate client?
The app only lets you Archive. To hard-delete a duplicate profile, contact support.Can a parent get portal or billing access for my existing adult client?
If the client hasn't been invited yet, use Convert to Minor and enter the guardian's details. If they've already been invited, contact support to convert the record.Can a provider be part of multiple practices?
A provider can only be associated with one practice at a time.What happens to a provider's clients when they're removed from the practice?
Their clients stay in the system. Reassign them to another provider before removing the provider.Can I see which clients a specific provider has?
Yes. From the Providers & admins section, open a provider to see their caseload, session history, and metrics.Can providers see each other's clients?
No — direct clients are only visible to their assigned provider (and their supervisor or care-team members, where applicable).