Roles and responsibilities in Care Team Work Management

concept australia Updated Sep 10, 2026 2 min read ctwm-understanding-roles-responsibilities.md
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To manage access effectively in Care Team Work Management, first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for Healthcare Operations-specific use cases.

To understand how roles and responsibilities function in Healthcare Operations, see Setting up roles and responsibilities for Healthcare Operations users.

Roles control access to features, capabilities, and data in the Care Team Work Management application.

You can assign roles to individual users or groups. When you apply roles to groups, the members of those groups inherit those roles.

Note: User roles can be configured during the initial setup process for healthcare organizations or at any time thereafter as needed.

Example: For a user to be able to run playbooks and create task templates, they should have the following role configuration:

  1. sn_cto.care_team_agent or sn_cto.loc_support_agent for access to the Care Team Work Management application.
  2. sn_hco_orc.loc_support_agent or sn_hco_orc.admin for access to forms from the Healthcare Orchestration plugin.
  3. sn_hco_orc.plan_author for access to task plan creation, scheduling and the ability to select multiple organizations for playbooks.

For instructions on assigning roles to groups, see Create a group for all care team members in Healthcare Operations Core.

The following roles and responsibilities are included with Care Team Work Management.

Role

Responsibility

Description

sn_cto.care_team_agent

Care Team AgentInherits Location Support Agent responsibility from Service Model Foundation.

Use the Care Team Agent responsibility to work on care team cases and care team tasks assigned to your healthcare organization(s).

sn_cto.care_team_agent_manager

Care Team Agent Manager or Operational LeaderInherits Location Manager Fulfiller role from Service Model Foundation.

Use the Care Team Agent Manager responsibility to work on care team cases and care team tasks assigned to your healthcare organizations, and manage your healthcare organization members.

sn_hco_orc.loc_support_agent

Healthcare Orchestration AgentWraps the Location Support Agent responsibility from Service Model Foundation.

Add the Healthcare Orchestration Agent responsibility directly as a service organization member's type. Their location-level visibility and management permissions for orchestration functions resolve automatically, without requiring the Care Team Agent Manager role as a workaround.

sn_hco_orc.loc_manager

Healthcare Orchestration ManagerWraps the Location Manager Fulfiller responsibility from Service Model Foundation.

Add the Healthcare Orchestration Manager responsibility directly as a service organization member's type. Their hospital-level visibility and management permissions for orchestration functions resolve automatically, without requiring the Care Team Agent Manager role as a workaround.
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