Team accounts and roles

The short answer

Yes. Every receptionist and practice manager who uses Refera needs their own account. Use a unique, personally assigned work email for each person.

A connected referral mailbox, such as [email protected], is an intake source. It may instead be a shared or staff inbox with another name. Refera reads new referral email from it after the connection is verified. It is never a shared staff login and it should not be added as a team member.

In the current release, one email address belongs to one practice workspace. A person who works for more than one practice needs a separate work address for each workspace.

Separate accounts matter because Refera records which person changed a referral, approved a draft, recorded a patient contact attempt or completed a booking update. The whole reception team still sees the same practice-wide work. Separate sign-ins provide attribution and access control; they do not split the queue into private lists.

During setup

The workspace creator becomes the single Owner. After saving the connection request, the activation screen shows Invite your team as an optional step:

1. Open Manage team access.
2. Enter one colleague’s unique work email.
3. Choose Staff for normal reception work or Admin for a practice manager who must manage practice-wide settings.
4. Select Send invitation.

Refera commits the person’s access, then waits for the configured delivery service to accept a generic invitation email. The email names the practice workspace, the person’s role and the Refera sign-in page. It contains no patient or referral information.

Settings shows when the delivery service accepted the invitation. Provider acceptance does not mean the message reached the person’s inbox. If acceptance cannot be confirmed, Refera says so. The requested access remains active. Select Try email again, or ask the person to open the sign-in page with the exact email address you added. There is no misleading pending member state.

A solo practice can skip this step. An Owner or Admin can add people later under Settings > People > Members and roles.

What each role can do

Role	Day-to-day work	Practice administration
Owner	Works the shared referral and patient-booking queues	Manages the practice profile, team, connections, practitioners, exports and billing. The Owner also holds the owner-only account-closure control. Exactly one Owner is required.
Admin	Works the same shared queues as the Owner and Staff	Manages the practice profile, team, connections, practitioners, exports and billing. Cannot transfer ownership or close the practice account.
Staff	Works referrals, records patient-contact and booking outcomes, and manages personal preferences	Cannot change team access, practice-wide settings, connections, billing or complete tenant exports.

The Owner role is locked on the members page. Ownership transfer is a separate assisted process. A signed-in person also cannot remove themselves or change their own role from this page.

Each person secures their own account

New workspaces can be resumed with a single-use email confirmation. Before patient referrals are available, each team member needs their own live strong-auth route:

• a user-verified passkey, which is the recommended phishing-resistant option; or
• a single-use email confirmation plus the current code from that person’s enrolled authenticator app.

Recovery codes are issued to the individual account and permit factor replacement only. They do not open referral data. One person’s passkey, authenticator or recovery codes must never be shared with another receptionist. See Signing in for the exact factor and session rules.

Change or remove access

An Owner or Admin can change another member between Admin and Staff, or remove the member. There is no in-place email-address editor. If a person’s work address changes, add the new address first, have them secure that account, then remove the old address.

Removing a member revokes their registered push-notification devices before the access list changes. The removed account is refused on its next authenticated request. Removal does not rewrite the ledger: past actions stay attributed to the original account and time.

For a departing staff member:

1. Open Settings > People > Members and roles.
2. Confirm any unfinished referral work in the shared lists.
3. Select Remove beside that person’s account and confirm.
4. Check that the person no longer appears in the active member list.

Do not replace a departing person by renaming their account. Add the replacement as a new member so both people’s historical actions remain distinct.

Refera tracks referral admin only. It does not triage patients.