Contents

• Overview
  • What happens when an Elation user account is disabled?
  • Why is this guide important?
• Workflow Instructions
  • Notifying Elation
  • Provider retiring but staying as Administrator
  • Action items for Provider/Physician Accounts
  • Action items for Staff Accounts
  • How to disable an Elation Account

Overview

What happens when an Elation user account is disabled?

When an Elation user account is disabled, the user will no longer have access to the account and its data. This guide walks practices through recommended action items that should be taken before provider/physician or staff level users leave your practice and before their Elation account is disabled.

Why is this guide important?

Following these best practices ensures a smooth transition when team members leave your practice. This will ensure:

• No action items are misfiled or overlooked
• Patients are properly reassigned and notified
• Pending prescriptions and messages are handled appropriately
• Administrative reports are preserved before account deactivation

Workflow Instructions

Notifying Elation

Before disabling any Provider Level User, reach out to our Support Team via the I need help button or fill out this form to let us know that these changes will occur. Include the following information:

• Which provider level user is leaving your practice
• The date that this provider level user will no longer need their account active
• Is a new provider/physician taking their place?
  • If so, how many hours will the new provider work per week and will they need an account with prescribing privileges?
  • New provider/physician's start date

With notification of this change and the information above provided, our teams can ensure that your Elation information, like billing, is properly updated.

Provider retiring but staying as Administrator

If a provider is retiring from clinical practice but wants to remain involved in practice administration, you can disable their Provider Level account and create a free Staff Level account with Admin privileges. This approach removes the provider seat from your subscription while preserving their ability to manage the practice.

Why consider this approach?

• Reduce subscription costs – Disabled Provider Level Users are not counted toward your provider license summary, so you will no longer be charged for that provider seat.
• Maintain administrative access – Staff Level accounts can be granted Admin privileges, allowing the retiring provider to continue managing user accounts, configuring settings, and overseeing practice operations.
• No additional cost – Staff Level User accounts can be added for free.

Steps to transition a retiring provider to an Admin-only Staff account

Impact on subscription and invoices

• Disabled Provider Level Users are not counted in the provider license summary on the Manage Accounts page.
• Notify Elation before the provider's last active date so billing can be updated appropriately. Include the date the provider will no longer need their account active.
• For questions about how this change affects your specific invoice or contract, reach out to Elation using I need help → Contact Elation Support.

What the retiring provider can do with a Staff Level Admin account

With Admin privileges on a Staff Level account, the retiring provider can do the following administrative tasks:

• Manage user accounts (invite, disable, re-enable, unlock)
• Configure practice settings (billing, templates, labs, calendar, etc.)
• Enable features such as MFA, Patient Booking, Patient Forms, and Patient Payments
• Manage User Groups and Report/Visit Note Categories

What the retiring provider cannot do with a Staff Level account

Staff Level accounts do not have Provider Level privileges, so the retiring provider will not be able to:

• Sign visit notes, prescriptions, orders, or referrals
• Have a calendar in Elation
• Be listed as the rendering or billing provider on claims
• Have patients assigned to them
• Access EPCS (electronic prescribing of controlled substances)

Action items for Provider/Physician Accounts

The following changes will occur immediately once provider/physician level accounts are disabled:

• The provider will not be able to log in to Elation
• Your practice will no longer be able to view their schedule on the calendar
• The provider's Practice Home queue will be hidden
  • Any office messages that are left in their queue will need to be acknowledged by another provider/physician in the practice
  • Any other open items in their queue will need to be signed or completed by another provider/physician in the practice
• Patients who are assigned to the disabled provider/physician will need to be re-assigned to another provider/physician in the practice
• The provider/physician will be removed from all administrative reports

Practice Home Queues

Please have the departing provider address and/or complete all items in their Practice Home Queues (e.g., Reports, Rx Request, Office Messages, etc.) before they leave your practice. If there are any open items remaining after their departure, make sure another provider in the practice addresses the open items before disabling the departing provider/physician's account.

Lab/Imaging/Hospital Reports

Please notify the different facilities from which you receive electronic results and let them know of the provider's departure from your practice. Specifically, we recommend sharing the provider's last day and asking them to forward any of the reports they ordered to a different provider at your practice (provide the new provider's NPI number) after that date if possible.

If the facilities are unable to forward the electronic results to a different provider at your practice, the results will not automatically arrive in Elation. Your practice will need to retrieve these reports directly from the facilities via their own websites or have the reports sent to your practice via fax or paper mail.

Refill Requests

Please reach out to our Support team through this form, or through the I need help → Contact Elation Support option within Elation, to notify us of the date to turn off the Refill Request feature for the provider who is leaving.

After this date, pharmacies will see that the provider's electronic prescribing functionalities are disabled and will send refill requests to your office via fax instead. The new attending provider at the practice should respond to these faxed refill requests via Elation by sending a prescription electronically back to the pharmacy so that the next time the same patient needs a refill, the refill request will come directly to the new attending provider through an electronic request in Elation.

Post-dated Office Messages

If the departing provider ever sent post-dated messages to themselves or other members of the practice, those messages will be automatically signed off and stored in the patient's chart once the leaving provider's account is disabled.

If needed, our Technical Team can generate a report of these messages and share them with you so that the remaining staff and provider(s) can follow up on them. Please reach out to our Support team through this form with the following information:

• Name of the provider leaving
• Date range of the post-dated messages (you can also say "Any message after a specific date")

Patient Passport Messages

Before disabling the departing provider's account, we recommend you pull a Patient List Report of all the patients assigned to the leaving provider using the Reports → Patient List report tool and reassign those patients to a different provider at the practice. If there are many patients, our Technical Team can assist with reassigning multiple patients at once.

This way, after the departing provider's account is disabled, all new patient Passport messages will be routed to the new provider instead of the departing provider.

Appointments with the departing Provider

Any appointments scheduled on the departing provider's calendar for any date after they have left will need to be manually transferred to a different provider's calendar because the departing provider's calendar will be hidden from the practice once their account is disabled.

You can move appointments by editing each appointment and changing the provider it is assigned to, as shown in the image below.

You can also download an appointment report by selecting Reports → Appointment Report from the top blue bar of your account to find and reference appointments scheduled with the departing provider in the future.

Access Controls for EPCS

If the departing provider is an Access Control Manager for EPCS set up and configuration, please ensure there is another Access Control Manager at your practice before the provider leaves. Reference the EPCS Access Controls Guide to update access control settings if needed.

Administrative Reports

If you need to retain a copy of any administrative reports for the departing provider, you must download the reports prior to disabling the departing provider's account. Please reference the following articles for each administrative report you might need:

• Patient List Report Guide
• Billing Report Guide
• Appointment Report Guide

Recommended: Notify Patients Using Bulk Letters

When a provider is leaving your practice, follow these steps to notify affected patients via a Bulk Letter:

See the Bulk Letter Guide for detailed instructions on creating and sending bulk letters.

Action items for Staff Accounts

While it is not necessary to alert our Teams when staff level accounts are disabled, we still recommend the following workflows occur before disabling a staff level account.

Practice Home Queues

Please have the departing staff address all items in their Practice Home Queues (e.g., Office Messages, Patient Letters, etc.) before they leave your practice. If there are any open items remaining after their departure, make sure another member in the practice addresses the open items before disabling the departing staff's account.

Post-dated Office Messages

If the departing staff ever sent post-dated messages to themselves or other members of the practice, those messages will be automatically signed off and stored in the patient's chart once the departing staff's account is disabled.

If needed, our Technical Team can generate a report of these messages and share them with you so that the remaining staff and provider(s) can follow up on them. Please reach out to our Support team through this form with the following information:

• Name of the staff leaving
• Date range of the post-dated messages (you can also say "Any message after a specific date")

Access Controls for EPCS

If the departing staff is an Access Control Manager for EPCS set up and configuration, please ensure there is another Access Control Manager at your practice before the staff leaves. Reference the EPCS Access Controls Guide to update access control settings if needed.

How to disable an Elation Account

Once you have addressed the action items listed above, you are ready to disable the departing user's Elation account. To deactivate or disable a provider or staff level Elation account within your practice, Admin Users in your practice can follow these steps: