Before you begin:
Practice owners and admin roles have permission to use this feature.
Decide who should take over the provider’s upcoming appointments.
Decide whether the departing provider should lose access to this practice, lose access to all practices, or keep limited access.
Important: Changes take effect when you confirm. Complete this process when you are ready to offboard the provider, not a future departure.
1. Open the provider’s profile
Go to Settings → Providers.
Open the departing provider’s profile.
Select Offboard provider.
2. Review upcoming appointments
In Appointments, review the proposed handover for each upcoming visit. Prospyr matches appointments with colleagues who perform the service, work at the appointment’s location, and are available at that time.
AI ranks suggestions using patient history and workload. The list shows the reason for each suggestion, such as a previous visit with that provider or a lighter workload. The New provider load summary shows how appointments will be distributed.
Choose a different provider
Open the dropdown beside an appointment to review other colleagues. Colleagues who are not available at that time or are not set up to perform the service at that location are flagged. Check these warnings before changing a suggestion.
Review unmatched appointments
Use Not matched to find appointments without a suitable match. If no colleague can take a visit, leave it assigned to Front desk calls to rebook. Prospyr creates a call-back task for the front desk when you confirm.
Recurring appointments in a series move together. Review the series assignment as part of the handover.
Choose whether to notify patients
Turn on Tell patients about their new provider by text and email if you want Prospyr to send patient notices. Notices are sent during business hours. Texts are sent only to patients who accept care texts.
3. Review patients and login access
Continue to Patients & access.
Primary provider
Review how patients’ primary providers will be updated. With The colleague taking their appointments selected, patients are handed over to the colleague taking their appointments. A patient’s primary provider appears on their profile and is pre-selected when they book.
Login access
Choose the option that fits the departure:
Remove from this practice — the provider can still sign in to other practices they belong to.
Deactivate the login everywhere — blocks sign-in to every practice. Existing sessions end within about an hour.
Keep access with a limited role — retain limited access, for example, so the provider can finish charting.
Your historical records stay intact. The provider is marked inactive and hidden from online booking. Past appointments, notes, charts, consents, and sales keep the departing provider’s name.
4. Review and confirm
Continue to Review & confirm.
Check the appointment assignments, front-desk call-back tasks, primary-provider updates, and login access choice.
Use Edit beside any item you need to change.
Type the name requested on screen.
Select Offboard [provider name] to apply the changes.
Confirm only when you are ready. The handover and access changes take effect as soon as you confirm.
5. Check the completion summary
The completion screen lists the results, including reassigned appointments, call-back tasks, primary-provider updates, and login access changes. It also shows the provider being marked inactive and hidden from online booking, Google Calendar being disconnected, calls no longer ringing for the provider, and removal from team chat channels.
Check Who’s taking over to see the appointment distribution, then select Done. Make sure your front desk follows up on any call-back tasks to rebook unmatched appointments.
Frequently asked questions
Will offboarding delete the provider’s past work?
No. Past appointments, notes, charts, consents, and sales keep the provider’s name.
What happens if an appointment cannot be matched?
It can go to the front desk as a call-back task so the patient can be contacted to rebook.
Does removing someone from this practice block their other practices?
No. Remove from this practice leaves access to their other practices intact. Deactivate the login everywhere blocks sign-in to all practices.
Are patient notices required?
No. Patient notices are optional. Use the text-and-email toggle during appointment review to enable them.