User Management
Q: What types of users can I set up in OptiMantra?
OptiMantra supports several user types, each with different access levels:
- Admin: Can make program-level and account-level changes.
- Practitioners (including clinical staff): Can view charting and appear on the schedule.
- Non-clinical staff: Front-desk and office support users - do not select Admin or Practitioner for these roles.
- Patient Portal Messaging: An additional permission that lets staff message patients directly.
Users can have any combination of these permissions, or none.
Q: How do I add a new user to my account?
Go to Settings > Business > User Management and click Add New User. Enter the user’s information, including a unique email address, and assign their role. Each user must have a unique login email to ensure security and protect patient data.
Then, update your OptiMantra Subscription as needed under Settings > Business > OptiMantra Subscription.
Important: Make sure the new user’s email is created with your email carrier before creating their user in OptiMantra. If the user already has another OptiMantra account with the same email, you’ll need to use an alternative or alias email.
Q: How do I add a new provider specifically?
Adding a new provider/practitioner involves several configuration steps beyond creating the user account:
- Create the user under Settings > Business > User Management, including credentials in the last name field if applicable, and assign them as a practitioner. You can copy account settings (Reminder Emails, Services, Chart Note Templates) from another practitioner.
- Update your subscription under Settings > Business > OptiMantra Subscription to add the new provider to your provider count - this is critical. Be sure to select whether they are a full-time provider or clinical staff provider on the OptiMantra Subscription page to ensure your subscription reflects the correct rate.
- Assign services under Settings > Services > Services (fee schedule).
- Configure their calendar and online booking availability.
- Grant access to relevant forms, email templates, reminder emails/texts, and clinical templates.
- Configure payment processing if applicable.
Q: How do I deactivate a user who is leaving my practice?
Go to Settings > Business > User Management, select the user, and click Deactivate. This revokes their access to OptiMantra while preserving their visit records, notes, and other information.
Important: We deactivate rather than delete users so that historical records remain intact. If you’re deactivating a practitioner, do NOT remove their practitioner status before deactivating - doing so will make their past chart notes no longer visible. Also, ensure any future appointments are rescheduled to a different provider.
If you accidentally remove practitioner status before deactivating and lose visibility of past notes: reactivate the user, restore their practitioner status, then deactivate them again. All charts will become visible.
Q: Can I reactivate a user I previously deactivated?
Yes. Go to Shortcuts > Deleted Data > Deleted Users > Reactivate to restore a deactivated user.
Q: Who counts as a “practitioner” or “provider” in OptiMantra?
In OptiMantra, a provider is anyone - regardless of license type - who will have patients scheduled to them, chart, and/or bill for services provided.
Our clinical workflow for support staff is designed to occur outside of the chart note. You can review the full Clinical Support Staff Workflow at this link.
Q: How do I set up a scribe?
Scribes require some specific setup so that chart notes remain properly attached to the provider:
Account setup: If the scribe needs to access notes, give them practitioner access under Settings > Business > User Management, then go to Settings > Scheduling > Provider Calendar and remove the scribe from being viewable on the calendar.
Under Settings > Business > OptiMantra Subscription, include the scribe in your clinical support staff count for OptiMantra Subscription billing.
Important: If the scribe will also have patients scheduled to them, chart for their own patients, or bill for services provided, they should be set up as a practitioner instead of clinical support under Settings > Business > OptiMantra Subscription.
Q: What should I do if I’m replacing a provider?
Don’t simply rename the existing provider with the new provider’s information, this will compromise your charting records. Instead:
- Deactivate the existing provider (without removing their practitioner status).
- Add the new provider as a separate user. You can use “Copy Details” on the User Management page from the existing provider to keep settings consistent.
- Configure the new provider’s calendar, online availability, payment processing, and other settings as needed.
Subscription & Pricing
Q: How do I update my subscription details?
Go to Settings > Business > OptiMantra Subscription to view your current subscription, including providers, clinical support, add-ons, and any discounts. To add features such as eRx, sFax, two-way texting, or group texting, select the desired quantity for each - this will automatically generate a support ticket for our team to process.
If your OptiMantra Subscription page appears blank or out of date (this can happen for long-time customers), please submit a ticket to our support team and we’ll provide your subscription details.
Q: How does OptiMantra’s provider pricing work?
OptiMantra charges a monthly subscription fee per provider, also called practitioner. A provider is defined as any user who charts, schedules, and/or creates superbills for patients.
Clinical staff are users who need access to charting but are not seeing their own patients.
See our full pricing (including add-ons) here: https://optimantra.com/pricing
Q: What qualifies as part-time for providers or clinical support?
Part-time providers and clinical support staff are those with fewer than 50 interactions per month. Our user agreement defines an interaction as a chart note, appointment, or superbill
Note: Discounts are not stackable on top of the built-in part-time 30% discount.
Q: How do I update my credit card on file?
Go to Settings > Business > OptiMantra Subscription > Add Card, enter your card details, and click Update Card. You’ll see the last four digits of your new card under Step 3 once it has saved successfully.
If the Update Card button isn’t available on your account, please contact our support team for assistance.
Q: How do I view my receipts?
Go to Settings > Business > OptiMantra Subscription > View Receipts. If the View Receipts button isn’t available, contact support and we’ll send copies directly to you.
Need More Help?
If you have additional questions or need help with something not covered here, please create a ticket. We’re happy to help!