BoomCloud — Implementation Playbook (DSO)

BoomCloud Implementation Playbook

Membership & Patient Financing Platform for Dental Support Organizations

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1. Executive Summary

What BoomCloud Does

BoomCloud is a membership plan management platform that enables dental organizations to create, sell, and manage in-house membership plans for uninsured patients while providing patient financing solutions. The platform automates recurring billing, tracks member benefits, integrates with practice management systems, and provides real-time analytics on membership revenue across locations.

Why DSOs Benefit from Membership & Patient Financing AI

DSOs operating at scale face a significant strategic challenge: uninsured patients represent 50%+ of the population, yet most practices lack a systematic approach to capture this revenue. BoomCloud addresses this through:

• Standardization at Scale: Deploy a unified membership model across 15–50 locations rather than managing disparate, manually-tracked "in-house discount plans" that vary by location and create compliance exposure
• Centralized Revenue Visibility: Real-time dashboards aggregate membership recurring revenue (MRR) across the entire organization, enabling accurate forecasting and board reporting
• Data-Driven Pricing Optimization: Cross-location data enables sophisticated analysis of pricing elasticity, plan tier performance, and regional variations that single practices cannot achieve
• Reduced Administrative Burden: Automation of billing, renewals, and benefit tracking eliminates 10-15 hours/week of manual work per location currently spent managing spreadsheet-based discount programs
• Patient Retention Leverage: Members demonstrate 2-3x higher case acceptance rates and significantly lower attrition—a multiplier effect when applied across 15+ locations

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Contracts signed, baseline metrics captured, stakeholder alignment complete
Configuration & Integration	Weeks 2–3	PMS integrations live, test environment validated
Wave 1 Pilot (2–3 locations)	Weeks 4–6	Pilot locations fully operational, initial learnings captured
Wave 2 Expansion (5–8 locations)	Weeks 7–10	Second wave deployed, playbook refined
Wave 3+ Full Rollout	Weeks 11–16	All remaining locations live
Post-Launch Optimization	Weeks 17–24	Full optimization cycle complete, ROI validated

Total Timeline: 16–24 weeks for full deployment across 15–50 locations

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2. Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

Hardware Requirements

☐ Workstations at each location with minimum specs: Windows 10/11 or macOS 10.15+, 4GB RAM, modern browser (Chrome, Edge, or Safari) ☐ Tablet devices for patient-facing enrollment (optional but recommended): iPad or Android tablet with 10"+ screen ☐ Receipt/card printers if in-office payment processing is required

Software Requirements

☐ Practice Management System: Dentrix (G6.2+), Eaglesoft (21+), Open Dental (21.1+), Denticon, or other supported PMS ☐ Modern web browser updated to current version ☐ PDF reader for patient agreements and documentation ☐ Email system for automated member communications

Network Requirements

☐ Minimum 25 Mbps download / 5 Mbps upload per location ☐ Stable internet connection with <100ms latency to BoomCloud servers ☐ HTTPS/TLS 1.2+ capability for secure data transmission ☐ Port 443 open for outbound connections

Integration Requirements

☐ Verify PMS version compatibility with BoomCloud API ☐ Confirm payment processor compatibility (Stripe is primary; verify alternatives) ☐ Identify patient communication system (email, SMS) for integration

Vendor Onboarding Steps

Step	Owner	Timeline	Notes
🔵 Execute enterprise agreement and BAA	Legal / Vendor	Day 1–3	Ensure multi-location pricing is optimized
🔵 Assign dedicated BoomCloud Customer Success Manager (CSM)	Vendor	Day 3	Request enterprise-tier CSM with DSO experience
🔵 Schedule kick-off call with BoomCloud implementation team	Operations Lead	Day 4–5	Include IT lead and 1-2 regional managers
🔵 Obtain access to BoomCloud Academy training resources	Vendor	Day 5	Confirm unlimited seat licenses for training
🔵 Establish support escalation contacts and SLAs	Vendor / IT	Day 5–7	Document Tier 1, 2, 3 support paths

Key Vendor Contacts to Establish

Role	Purpose	Contact Method
Customer Success Manager	Strategic guidance, business reviews	Direct email/phone
Technical Implementation Specialist	Integration, configuration	Slack/email
Tier 1 Support	Day-to-day issues	Support portal/chat
Tier 2 Support	Complex technical issues	Escalation from Tier 1
Account Executive	Contract modifications, expansion	Direct email

Data/Access Prerequisites

☐ Admin login credentials for each location's PMS ☐ 🔵 API keys or service account credentials (request from PMS vendor if needed) ☐ Patient data export permissions for historical analysis ☐ Access to existing membership/discount plan documentation (if any) ☐ Payment processor merchant account credentials ☐ Email sending domain DNS access (for SPF/DKIM configuration)

Internal Stakeholder Alignment

🟣 Who Needs to Approve

Stakeholder	Approval Required For	Timeline
CEO/Board	Investment decision, strategic alignment	Before Week 1
CFO	Budget allocation, ROI targets, pricing strategy	Before Week 1
Chief Dental Officer	Clinical plan structure, benefit levels	Week 1
VP of Operations	Implementation timeline, resource allocation	Week 1
General Counsel	BAA, patient agreement templates, compliance	Week 1
CTO/IT Director	Technical architecture, security review	Week 1

Who Needs to Be Informed

Stakeholder	Communication Need	Channel
Regional Managers	Rollout timeline, location selection, their role	Regional manager briefing (see Section 7)
Office Managers	What's coming, how it affects their location	Email + regional manager cascade
Providers	Clinical rationale, patient conversation changes	CDO communication
Front Desk Staff	New workflow introduction	Office manager cascade
Billing Staff	Revenue recognition changes	Finance lead communication

Baseline Metrics to Capture BEFORE Go-Live

⚠️ Critical: Capture these metrics consistently across ALL locations before any rollout begins. Inconsistent baseline measurement is the #1 reason DSOs cannot demonstrate ROI post-implementation.

Revenue & Patient Metrics

Metric	Definition	Data Source	Capture Method
Uninsured patient %	Patients with no dental insurance / total active patients	PMS	Standardized report
Uninsured patient revenue	Revenue from uninsured patients (12-month trailing)	PMS + Accounting	Manual calculation
Current discount plan enrollment	Patients on any in-house discount plan	PMS or spreadsheet	Manual count
Case acceptance rate (uninsured)	Accepted treatment value / presented treatment value for uninsured patients	PMS	Standardized report
Average treatment value (uninsured)	Mean revenue per uninsured patient visit	PMS	Standardized report
Patient attrition rate	Patients who haven't visited in 18+ months / total patients	PMS	Standardized report

Operational Metrics

Metric	Definition	Data Source	Capture Method
Time spent managing discount plans	Hours/week staff spend on manual tracking	Office manager survey	Survey
Patient financing utilization	% of large cases using third-party financing	PMS + financing vendor	Manual count
Accounts receivable (uninsured)	Outstanding patient balances >30 days	PMS	Standardized report
Plan renewal rate	(If existing plans) Renewals / total up for renewal	Manual tracking	Spreadsheet

⚠️ Standardization Protocol for Baseline Metrics

1. Create standardized report templates in each PMS variant used across the organization
2. Define the measurement period: Use the same 12-month lookback window for all locations
3. Assign metric capture to a single owner (recommend: central finance or operations analyst)
4. Validate data quality before accepting—flag locations with incomplete data
5. Store baselines in a central repository (SharePoint, Google Drive, or BI tool)
6. Document any location-specific anomalies (e.g., "Location #12 had 2 months of PMS migration—data incomplete")

Enterprise-Level Requirements

Network Standards Across Locations

☐ Audit internet speeds at all locations—flag any below 25 Mbps ☐ Verify firewall configurations allow BoomCloud domains (*.boomcloudapps.com) ☐ Confirm VPN configurations (if used) don't block required connections ☐ Document network provider and contact for each location

Centralized vs. Location-Level Hosting Decision

Recommendation: Cloud-hosted (SaaS) with centralized admin and location-level access

BoomCloud is a cloud-native platform—no on-premise hosting decision required. However, you must decide:

Decision	Recommendation	Rationale
Admin hierarchy	Centralized master admin → Regional admin → Location admin	Enables standardization while allowing regional customization
Payment processing	Centralized merchant account	Simplified reconciliation, better rates, reduced fraud risk
Data access	Centralized reporting dashboard with location-level drill-down	Essential for portfolio-level visibility

Single Sign-On (SSO) Configuration

☐ 🔵 Confirm BoomCloud SSO compatibility with your identity provider (Okta, Azure AD, Google Workspace) ☐ Provide IdP metadata to BoomCloud implementation team ☐ Test SSO authentication before rollout ☐ Document SSO setup for IT knowledge base

Centralized Credentialing

☐ Establish user role taxonomy:

• Org Admin: Full access, configuration, reporting across all locations
• Regional Admin: Access to assigned region's locations
• Location Admin: Access to single location, limited configuration
• Staff User: Transaction and enrollment access only
• Read-Only: Reporting access only ☐ Define credential provisioning workflow (who creates accounts, approval process) ☐ Define credential deprovisioning workflow (termination process)

Stakeholder Alignment Map

┌─────────────────────────────────────────────────────────────────────┐
│                         BOARD / INVESTORS                          │
│  Need: ROI justification, competitive positioning, growth story    │
│  Touchpoint: Quarterly board update, pre-decision approval         │
└─────────────────────────────────────────────────────────────────────┘
                                    │
                                    ▼
┌─────────────────────────────────────────────────────────────────────┐
│                            C-SUITE                                  │
│  CEO: Strategic alignment | CFO: Financial model | CDO: Clinical   │
│  COO/VP Ops: Owns implementation | CTO: Technical approval         │
│  Touchpoint: Weekly implementation steering committee               │
└─────────────────────────────────────────────────────────────────────┘
                                    │
                                    ▼
┌─────────────────────────────────────────────────────────────────────┐
│                        REGIONAL MANAGERS                            │
│  Need: Timeline, location selection rationale, their role          │
│  Touchpoint: Bi-weekly rollout status calls, wave planning         │
└─────────────────────────────────────────────────────────────────────┘
                                    │
                                    ▼
┌─────────────────────────────────────────────────────────────────────┐
│                    LOCATION OFFICE MANAGERS                         │
│  Need: What's changing, training schedule, go-live date            │
│  Touchpoint: Regional manager cascade, champion training           │
└─────────────────────────────────────────────────────────────────────┘
                                    │
                                    ▼
┌─────────────────────────────────────────────────────────────────────┐
│                          PROVIDERS                                  │
│  Need: Why this matters, patient conversation changes, support     │
│  Touchpoint: CDO communication, champion-led training              │
└─────────────────────────────────────────────────────────────────────┘

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3. Location Readiness Assessment

Scoring Framework

Score each factor from 1 (lowest readiness) to 5 (highest readiness) for every location.

Factor 1: IT Infrastructure Maturity

Score	Network Speed	Hardware Age	PMS Version	Description
5	>100 Mbps	<2 years	Current	Enterprise-grade infrastructure
4	50–100 Mbps	2–3 years	Current-1	Strong infrastructure with minor gaps
3	25–50 Mbps	3–4 years	Current-2	Adequate but may need updates
2	10–25 Mbps	4–5 years	Current-3	Significant infrastructure gaps
1	<10 Mbps	>5 years	>Current-3	Major infrastructure remediation needed

Factor 2: Staff Tenure and Adaptability

Score	Staff Turnover (Annual)	Tech Comfort	Training History	Description
5	<15%	High	Completed 2+ tech implementations	Stable, tech-savvy team
4	15–25%	Above average	Completed 1 tech implementation	Good adaptability
3	25–35%	Average	Some tech training	Typical adaptability
2	35–50%	Below average	Minimal training history	May struggle with adoption
1	>50%	Low	No recent training	High risk for adoption challenges

Factor 3: Patient Volume

Score	Monthly Patient Visits	Impact Potential	Risk Level	Description
5	500–700	Very high	Moderate	Optimal volume—high impact, manageable
4	700–900	High	Moderate-high	Good candidate with close monitoring
3	300–500	Moderate	Low-moderate	Lower risk but lower impact
2	>900	Very high	High	May overwhelm staff during transition
1	<300	Low	Low	Limited ROI potential

Factor 4: Tech Stack Compatibility

Score	PMS	Payment Integration	Prior BoomCloud Use	Description
5	Tier 1 (Dentrix, Eaglesoft, Open Dental) + current version	Stripe	Yes	Fully compatible
4	Tier 1 + current-1 version	Stripe or compatible	No	Highly compatible
3	Tier 1 + older version OR Tier 2 PMS	Some compatibility work	No	Compatible with configuration
2	Tier 2 PMS + older version	Manual workaround needed	No	Requires significant integration work
1	Legacy/unsupported PMS	Incompatible	No	Integration not feasible without PMS upgrade

Factor 5: Local Champion Availability

Score	Champion Available	Champion Profile	Description
5	Yes	Tech-forward dentist + engaged office manager	Ideal champion pairing
4	Yes	Either tech-forward provider OR strong office manager	Good champion potential
3	Potential	Staff member with interest but unproven	Champion development needed
2	Uncertain	No clear candidate identified	Will need external champion support
1	No	Staff resistant, no leadership support	Champion must be assigned from regional team

Composite Readiness Score Calculation

Composite Score = (IT × 1.0) + (Staff × 1.5) + (Volume × 1.0) + (Tech Stack × 1.5) + (Champion × 2.0)

Composite Score	Readiness Tier	Rollout Recommendation
28–35	Tier 1 (High Readiness)	Wave 1 candidate
21–27	Tier 2 (Moderate-High)	Wave 2 candidate
14–20	Tier 3 (Moderate)	Wave 3 candidate
7–13	Tier 4 (Low)	Requires remediation before rollout

Sample Location Readiness Matrix

Location	IT (×1.0)	Staff (×1.5)	Volume (×1.0)	Tech (×1.5)	Champion (×2.0)	Composite	Tier
Springfield	4	4 (6)	5	5 (7.5)	5 (10)	32.5	Tier 1
Riverside	5	5 (7.5)	4	4 (6)	4 (8)	30.5	Tier 1
Oakwood	3	3 (4.5)	3	4 (6)	3 (6)	22.5	Tier 2
Lakeside	2	2 (3)	2	3 (4.5)	2 (4)	15.5	Tier 3
Downtown	1	1 (1.5)	4	2 (3)	1 (2)	11.5	Tier 4

Recommended Rollout Sequence Based on Scores

Wave 1 (Pilot): Select 2–3 locations from Tier 1 that also represent portfolio diversity:

• Include at least one urban and one suburban location
• Include at least one high-volume and one moderate-volume location
• Avoid including locations from the same regional manager

Wave 2: All remaining Tier 1 + Tier 2 locations (typically 5–8 locations)

Wave 3: Tier 3 locations with any identified remediation completed

Remediation Track: Tier 4 locations—create specific remediation plans before scheduling for deployment

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4. Rollout Strategy

Wave Structure Recommendation

Wave 1: Pilot (Weeks 4–6)

2–3 Locations | 3 weeks duration

Selection Criteria for Wave 1 Pilot Locations

Criterion	Weight	Rationale
High composite readiness score (Tier 1)	Required	Maximizes success probability
Representative patient demographics	High	Learnings should apply to other locations
Geographically accessible to central team	Medium	Enables rapid on-site support
Vocal, engaged office manager	High	Will provide honest feedback
Mix of practice types (GP, specialty if applicable)	Medium	Tests different use cases
Not your "flagship" location	Medium	Lower visibility if issues arise

⚠️ Wave 1 Anti-Patterns to Avoid

• Selecting only your highest-performing locations (creates false positive)
• Selecting locations with the same regional manager (limits perspective)
• Selecting locations currently undergoing other major changes (PMS upgrade, provider transition, renovation)

Wave 2: Expansion (Weeks 7–10)

5–8 Locations | 4 weeks duration

• All remaining Tier 1 locations
• Tier 2 locations with no identified blockers
• Begin geographic clustering (multiple locations in same region for efficient support)

Wave 3: Full Deployment (Weeks 11–16)

Remaining Locations | 6 weeks duration

• All Tier 3 locations
• Tier 4 locations that have completed remediation
• May run as multiple sub-waves for very large DSOs

Wave 4 (If Needed): Remediation Locations (Weeks 17+)

• Tier 4 locations requiring significant work
• New acquisitions not yet assessed

Timeline Per Wave

WAVE 1: PILOT (3 WEEKS)
├── Week 1: Configuration, integration, champion training
├── Week 2: Soft launch (staff + select patients), daily check-ins
└── Week 3: Full launch, intensive monitoring, feedback capture
    └── Wave completion: Document learnings, update playbook

[1-WEEK BUFFER FOR LEARNING CAPTURE AND WAVE 2 PREP]

WAVE 2: EXPANSION (4 WEEKS)
├── Week 1: Configuration & integration (parallelized)
├── Week 2: Champion training, soft launch begins
├── Week 3: Full launch, location-level support
└── Week 4: Stabilization, monitoring transition to steady-state
    └── Wave completion: Refine playbook, prepare Wave 3

[1-WEEK BUFFER]

WAVE 3: FULL DEPLOYMENT (6 WEEKS)
├── Weeks 1-2: Configuration & integration
├── Weeks 3-4: Training and soft launch
└── Weeks 5-6: Full launch and stabilization

🟣 Go/No-Go Criteria to Advance Between Waves

Criterion	Threshold	Data Source
Technical stability	<3 critical bugs unresolved	Issue tracker
Integration reliability	>99% uptime, data sync accurate	System monitoring
Staff proficiency	80%+ of trained staff can complete core workflows	Training assessment
Patient enrollment success	>10 members enrolled per pilot location	BoomCloud dashboard
Patient experience	No significant complaints, <2% enrollment abandonment	Feedback log
Champion confidence	Champions rate readiness 4+/5 for expansion	Champion survey
Financial tracking	Revenue reconciliation accurate	Finance validation

Decision Process:

1. Day 14 of each wave: Central team compiles go/no-go scorecard
2. Day 15: Go/no-go decision meeting (VP Ops + Regional Managers + CDO)
3. If NO-GO: Identify specific blockers, create remediation plan, delay next wave 1–2 weeks
4. If GO with conditions: Proceed but add specific monitoring for flagged areas

⚠️ Rollback Plan

Trigger Conditions for Rollback

• Critical system outage lasting >4 hours
• Data integrity issues (incorrect charges, lost enrollments)
• Integration failure causing PMS disruption
• Patient-facing errors affecting >10% of interactions
• Staff unable to complete core workflows after training

Rollback Procedure

Step	Action	Owner	Timeline
1	Central team declares rollback	VP Ops	Immediate
2	🔵 Notify BoomCloud support of rollback	IT Lead	Within 1 hour
3	Disable BoomCloud patient-facing elements	IT Lead	Within 2 hours
4	Communicate to affected locations	Regional Manager	Within 2 hours
5	Revert to manual enrollment tracking (if any enrollments exist)	Office Manager	Same day
6	Root cause analysis initiated	IT Lead + Vendor	Within 24 hours
7	Stakeholder briefing on rollback	VP Ops	Within 24 hours
8	Remediation plan developed	IT Lead + Vendor	Within 72 hours
9	🟣 Decision to resume rollout	VP Ops + C-Suite	After remediation complete

Rollback Does NOT Mean:

• Complete project cancellation
• Removal of already-enrolled members (maintain their records offline)
• Blame assignment—focus on systematic learning

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5. Configuration & Integration (Weeks 2–3)

Step-by-Step PMS Integration

Dentrix Integration

Step	Action	Duration	Owner
1	Verify Dentrix version (G6.2 or higher required)	15 min	IT
2	🔵 Download BoomCloud Dentrix connector from vendor portal	10 min	IT
3	Install connector on server (requires Dentrix admin access)	30 min	IT
4	🔵 Obtain API credentials from BoomCloud	10 min	Vendor
5	Configure connection in BoomCloud admin portal	20 min	IT
6	⚠️ Map fee schedules—ensure BoomCloud discount codes align with Dentrix adjustment types	45 min	Office Mgr + IT
7	Run test sync—verify patient data flows correctly	30 min	IT
8	Test enrollment workflow end-to-end	30 min	Office Mgr
9	Verify transaction posting in Dentrix	15 min	Office Mgr

Eaglesoft Integration

Step	Action	Duration	Owner
1	Verify Eaglesoft version (21 or higher required)	15 min	IT
2	⚠️ Enable API access in Eaglesoft (requires Patterson support if not already enabled)	1–3 days	IT + Patterson
3	🔵 Request Eaglesoft API credentials from BoomCloud	10 min	Vendor
4	Configure OAuth connection in BoomCloud	30 min	IT
5	Map provider IDs between systems	30 min	Office Mgr + IT
6	Configure fee schedule mappings	45 min	Office Mgr + IT
7	Test patient record sync	30 min	IT
8	Test enrollment and benefit application	30 min	Office Mgr

Open Dental Integration

Step	Action	Duration	Owner
1	Verify Open Dental version (21.1 or higher)	15 min	IT
2	Enable Open Dental API (Service Manager → API)	15 min	IT
3	Create API user with appropriate permissions	20 min	IT
4	🔵 Configure BoomCloud Open Dental connection	30 min	Vendor + IT
5	Map insurance plan types (member plan as discount plan)	30 min	Office Mgr
6	Configure benefit patterns	30 min	Office Mgr
7	Test patient sync and enrollment	30 min	IT + Office Mgr

Payment System Integration

Step	Action	Duration	Owner
1	🟣 Decide: Centralized merchant account vs. per-location	Decision	CFO
2	🔵 Create Stripe Connect account (if centralized) or individual accounts	1–3 days	Finance + Vendor
3	Complete Stripe identity verification for each connected account	1–2 days per location	Finance
4	Configure payment split (if any revenue sharing with locations)	30 min	Finance
5	Test payment processing with test cards	30 min	IT
6	⚠️ Verify funds disbursement to correct bank accounts	3–5 days	Finance
7	Configure refund policies and permissions	30 min	Finance

Test Environment Setup

☐ 🔵 Request BoomCloud sandbox environment access ☐ Create test location in BoomCloud (mirror production configuration) ☐ Create test patient records in PMS test environment (or use training database) ☐ Configure payment processor in test mode ☐ Document test scenarios (see validation checklist below)

Validation Checklist

Test Case	Expected Result	Pass/Fail	Notes
Create new member enrollment	Member created in BoomCloud, patient flagged in PMS	☐
Process initial payment	Payment successful, receipt generated, funds pending	☐
Apply member discount to treatment	Discount auto-calculates in PMS	☐
Trigger recurring billing	Monthly payment processes on schedule	☐
Cancel membership	Member status updated, benefits terminated, PMS updated	☐
Generate member ID card	PDF generated, emailable	☐
Pull location dashboard report	All enrolled members display, revenue accurate	☐
Escalate failed payment	Dunning email sent, status flagged	☐

Data Migration (If Applicable)

If locations have existing in-house discount/membership programs:

Step	Action	Duration	Owner
1	Export existing member list from spreadsheets/PMS	2 hours/location	Office Mgr
2	Standardize data format to BoomCloud import template	2 hours/location	Central team
3	⚠️ Verify billing information is current (expired cards, old addresses)	3 hours/location	Office Mgr
4	Decide: Migrate as "grandfathered" members or require re-enrollment?	Decision	VP Ops
5	🔵 Bulk import members via BoomCloud import tool	1 hour/location	IT + Vendor
6	Communicate with existing members about transition	1 week notice	Office Mgr
7	Validate migrated records	1 hour/location	Office Mgr

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

Item	Status	Evidence Required	Owner
🔵 Business Associate Agreement (BAA) executed	☐	Signed BAA on file	Legal
BoomCloud SOC 2 Type II certification verified	☐	Current audit report	IT Security
Data encryption at rest confirmed	☐	Vendor attestation	IT Security
Data encryption in transit (TLS 1.2+) confirmed	☐	Certificate verification	IT Security
Access logging enabled	☐	Log configuration screenshot	IT
User access controls configured (role-based)	☐	Role matrix documented	IT
Data retention policy aligned with org policy	☐	Policy comparison	Compliance
Breach notification procedures documented	☐	Procedure document	Legal/Compliance
Workforce training on PHI handling with BoomCloud	☐	Training record	HR
Minimum necessary access principle applied	☐	Access audit	IT

Access Control Matrix

Role	View Patient Data	Enroll Members	Process Payments	Access Reports	Modify Config
Org Admin	✓ (All)	✓	✓	✓ (All)	✓
Regional Admin	✓ (Region)	✓	✓	✓ (Region)	Limited
Location Admin	✓ (Location)	✓	✓	✓ (Location)	Limited