> For the complete documentation index, see [llms.txt](https://docs.lucernahealth.com/guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lucernahealth.com/guide/consumer-360/consumer-profile/managing-consumer-profiles.md).
# Managing Consumer Profiles
Some actions on the Consumer Profile change the record itself rather than just showing you what is in it. There are two sets, each behind its own permission.
| Action | Where you'll find it | Permission |
| --------------------------------------------------------------- | ---------------------------------------- | ------------------ |
| [Override Golden Record Fields](#override-golden-record-fields) | ⋯ menu on the profile | CPS Actions |
| [Merge Into Another Profile](#merge-profiles) | ⋯ menu on the profile | CPS Actions |
| [Merge Into This Profile](#merge-profiles) | ⋯ menu on the profile | CPS Actions |
| [Archive Consumer](#archive-a-consumer) | ⋯ menu on the profile | CPS Actions |
| [Assign New](#assign-new) | ⋯ menu on Assigned Primary Care Provider | Assignment Actions |
| [Lock](#lock) | ⋯ menu on Assigned Primary Care Provider | Assignment Actions |
| [Unassign](#unassign) | ⋯ menu on Assigned Primary Care Provider | Assignment Actions |
### Permissions
Both sets are granted per team through fine grain permissions:
System → Teams → Permissions → Consumer 360 → Consumer Profile → Fine Grain permissions
* Check CPS Actions for override, merge and archive.
* Check Assignment Actions for assigning, locking and unassigning a provider.
* Make sure permission type selected is not No Access
* The two are independent, a team can have one without the other.
Everyone on the team then has access to that set. If a menu option is missing or unavailable, the team does not have the matching permission enabled.
***
### Override Golden Record Fields
The golden record is the resolved value for each field, merged by CPS across the payer roster, the EMR and outreach data. Overriding lets you replace a resolved value with the value from a specific source record.
An override is permanent until someone removes it. It is stored separately from the source data, and every recalculation of the golden record skips the overridden field and re-applies your value on top. A sync will not undo it.
#### Setting an override
**1. Select record**
A list of the source records behind this consumer, with process date, date of birth, address, source identifier and cell phone. Select Columns changes which columns are shown.
This is the same data as Consumer Data History on the Consumer Details tab, with fewer columns. If you want to see the full picture of a record before choosing it, look there first.
Choose the record holding the value you want, then click Next.
**2. Choose fields**
Seventeen fields can be overridden:
First Name · Middle Name · Last Name · Date of Birth · Gender · Deceased · Race · Ethnicity · Marital Status · Country of Origin · Language · Language Preference · Cell Phone · Home Phone · Work Phone · Email · Address
Each row shows the current golden record value beside the value in the record you selected. Where they match, the row reads *Same as current – no change*. Check the fields you want to override, then click Review.
**3. Confirm**
A summary of every field selected, its current value and its new value. Enter a reason for the override, then save.
**Viewing and removing overrides**
View Existing Overrides on the first step of the flow lists every override currently in place on this consumer, with the field, the value and who created it. Remove one using the trash icon and confirming. The golden record recalculates immediately.
An overridden value looks identical to a resolved one on the profile. There is no badge or marker. The only way to tell whether a value was set manually is to open View Existing Overrides.
***
### Merge profiles
Merging combines two profiles into one. One profile is:
* Primary profile: it survives and keeps its identity
* Secondary profile: its data is absorbed into the primary.
Two menu options open the same screen. The difference is which side the profile you're currently viewing lands on.
| Menu option | The profile you're viewing becomes | You search for |
| -------------------------- | -------------------------------------------- | -------------- |
| Merge Into Another Profile | The secondary, absorbed into another profile | The primary |
| Merge Into This Profile | The primary, which survives | The secondary |
#### What happens to the data
Merging pools the source records from both profiles and recalculates the golden record from scratch, using the normal resolution rules: source ranking, recency and so on.
If the two profiles disagree on a last name, the value that survives is whichever underlying source record scores best. The one exception is manual overrides on the primary. Those still take precedence over everything.
Only the source records and demographics move at the point of merge. Claims, care gaps, encounters, assessments and outreach history sit downstream, keyed to the consumer ID, and are repointed when the warehouse pipelines next run. This is why the compare screen shows only demographic information and record history, that is genuinely all that moves at merge time.
The secondary's Lucerna ID is retired but kept as an alias. Requesting it redirects to the primary. It can no longer be used as a target for a merge or an override.
**Choosing the other profile**
The current profile is shown on one side with its demographic information and record history. Search for the other profile on the opposite side, filtering by first name, last name, date of birth or any field you add. Results show the consumer's name, date of birth and Lucerna ID.
**Compare**
1. Select a profile and click Compare to see both records side by side. Matching values are highlighted, so differences are easy to spot.
2. Swap Profiles reverses which record is primary and which is secondary, in case you picked the wrong direction.
3. Merge completes the action.
Before you merge, check which profile is on the primary side. The two menu options are opposite directions, and it is the primary that survives.
#### Unmerge
Once a profile has been merged into, **Unmerge From This Profile** appears in the ⋯ menu.
Unmerging recalculates rather than restoring a snapshot, so two things do not come back:
* Any overrides that were on the secondary profile
* The secondary's panel and population memberships
Everything else is restored. Note that the secondary's memberships are dropped at merge time and are not transferred to the primary, so they are lost either way.
***
### Archive a consumer
Archiving removes a consumer's record from view. There is no way to undo this. Use merge instead if the consumer exists twice in the system, archiving one duplicate loses its data rather than combining it.
***
### Managing a provider assignment
Assignments are normally made by the Leap attribution engine. Assignment Actions lets you take manual control of a consumer's primary care provider.
All three actions are in the **⋯** menu on Assigned Primary Care Provider, on the Panel Management tab.
Every change is recorded in Assignment History and Assignment Audit on the same tab, including runs that produced no change.
### Assign New
Sets the consumer's primary care provider manually.
1\. Select a panel: Choose the panel the new provider belongs to.
2\. Select a provider: Choose the provider from that panel. Use the filters to narrow the list.
3\. Save the connection
Enter a description explaining why you are changing the provider manually. This is the reason text that appears under Assigned Reason on the Panel Management tab.
You can also lock the assignment here, which does the same thing as the Lock action below.
Click Confirm to apply the new assignment.
If you leave the assignment unlocked, the attribution engine can assign a different provider from this panel on a later run, replacing your change.
### Lock
Locking stops the attribution engine from reassigning this consumer to a different provider from this panel. A locked assignment shows a lock icon beside Assigned Primary Care Provider, and Assignment Locked reads Yes under Assignment Process section.
Unlocking returns the consumer to the attribution engine:
> By unlocking this assignment, the system can assign another provider to this patient from this panel subsequently.
Lock a manual assignment if it needs to stay in place, for example, where a consumer has an established relationship with a provider that the attribution logic would not pick.
### Unassign
Removes the consumer's current provider assignment and the attribution engine assigns one on its next run.
