How do I offboard someone who is leaving?

How do I offboard someone who is leaving?

Go to Settings → General → My Team and find the person in the list.

Who can do this: team members who can manage the practice (the check under Manage Org & Assign Roles in My Team).

End their access

Use either of these. They end access to your clinic in the same way.

• Remove: select the trash icon on their row, then select Remove to confirm.
• Terminate access: select the key icon (Revoke credentials), choose Terminate access, then select Terminate access again to confirm.

Both are recorded in the audit log against your account.

What happens when you offboard someone

• They're signed out straight away and can no longer open your clinic.
• Their passkeys, authenticator app and backup codes are removed, and their account is switched off. The exception is someone who also works at another clinic (see below).
• They're taken off the care team of every patient they were assigned to in your clinic.
• They move to Removed Members at the bottom of My Team.

Their clinical records stay in the chart. Nothing they wrote is deleted.

If the person also works at another clinic that uses GRAICE, only their access to your clinic ends. They keep their sign-in, passkeys and authenticator app for the other clinic, although they'll need to sign in again.

Before you offboard a clinician or coach

Because offboarding takes them off their patients' care teams, check that each of their patients still has someone on the care team who can look after them.

If they come back

Under Removed Members, select Reinstate, then confirm. They can sign in with their existing password and get their previous role back. Patient assignments are not restored, so add them back to each patient's care team from the chart. If their two-factor was removed, they set it up again at their next sign-in. Someone who also works at another clinic in GRAICE kept their two-factor, so they may not need to set it up again.

If they lost a device but are staying

Don't offboard them. Select the key icon (Revoke credentials) and choose Reset multi-factor. This removes their passkeys, authenticator app and backup codes so they can set up two-factor again at next sign-in. They stay on the team. This applies at every clinic they work at in GRAICE, not just yours.

A browser tab they already have open keeps working until they sign out. If the device may be in someone else's hands, use Terminate access instead.

If something goes wrong

• "Cannot remove yourself" or "You cannot terminate your own access. Ask another admin." means you chose your own row. Ask another team member who can manage the practice.
• The clinic owner's row has no trash or key icon, so the owner can't be offboarded. If the owner is leaving, transfer ownership first. See Transfer ownership.
• "This is the organization's last active member who can manage the team. Give another active member Full Access, Front Desk, or Admin (All Billing) first, then try again." means GRAICE won't leave your clinic with nobody who can manage the team. Give someone else one of those roles first. See Roles and permissions.
• "Failed to remove member" means the change wasn't saved. Try again.