CallBird AI — Implementation Playbook (DSO)

CallBird AI Implementation Playbook

AI Receptionist Deployment for Dental Service Organizations

Version 1.0 | Published on Avized.com

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1. Executive Summary

What CallBird AI Does

CallBird AI is an intelligent virtual receptionist platform that autonomously handles inbound and outbound patient calls, including appointment scheduling, confirmations, cancellations, rescheduling, insurance verification inquiries, and general practice questions. The system integrates with your practice management software to access real-time schedule availability and patient records, enabling it to complete transactions without human intervention while seamlessly escalating complex calls to your team.

Why DSOs Specifically Benefit from AI Receptionists

AI receptionist technology delivers disproportionate value at DSO scale for three structural reasons:

1. Operational Standardization: A single AI configuration ensures every patient across 15–50 locations receives identical call handling quality, eliminating the variability inherent in distributed human teams. Your best-performing location's phone protocol becomes the baseline everywhere.

2. Data Aggregation & Intelligence: Centralized call analytics across all locations reveal patterns invisible at the practice level—regional no-show trends, optimal confirmation timing, peak call volume windows, and language preference distributions. This intelligence drives enterprise-wide operational decisions.

3. Economies of Scale: The per-location cost of AI receptionists decreases dramatically as you deploy across more sites, while training, configuration management, and optimization efforts are amortized across the portfolio. A 40-location DSO achieves roughly 60% lower per-call costs than a single practice deployment.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Cumulative
Pre-Implementation & Vendor Onboarding	2 weeks	Week 2
Location Readiness Assessment	1 week	Week 3
Configuration & Integration (Pilot Locations)	2 weeks	Week 5
Wave 1 Pilot (2–3 locations)	3 weeks	Week 8
Wave 2 Expansion (5–8 locations)	3 weeks	Week 11
Wave 3 Full Deployment (remaining locations)	4–6 weeks	Week 15–17
Post-Launch Optimization	Ongoing	Week 18+

For a 30-location DSO, expect 16–18 weeks from signed contract to full deployment. Add 2–3 weeks for organizations exceeding 40 locations or those with significant PMS heterogeneity.

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

Technical Requirements

Network Infrastructure

☐ Minimum 100 Mbps download/25 Mbps upload at each location (test with speedtest.net during peak hours) ☐ Dedicated VoIP VLAN recommended for call quality isolation ☐ Static IP addresses for each location (required for some PMS integrations) ☐ Firewall rules permitting outbound traffic to CallBird servers (ports 443, 5060-5080) ☐ Quality of Service (QoS) configuration prioritizing voice traffic

Hardware

☐ Existing phone system compatibility assessment (SIP trunking capability required) ☐ Confirm current handset models and PBX/VoIP provider at each location ☐ Identify locations requiring phone system upgrades (budget: $500–$2,000/location)

Software

☐ Practice Management System version verification across all locations ☐ Document PMS versions: Dentrix (G7.3+), Eaglesoft (21.0+), Open Dental (22.1+) ☐ ⚠️ Flag any locations running legacy PMS versions requiring upgrade ☐ Browser requirements: Chrome 90+ or Edge 90+ for administrative dashboard

Integrations Inventory

☐ Current phone system provider(s) and contract terms ☐ Existing call recording solutions (if any) ☐ Patient communication platforms currently in use (Weave, RevenueWell, Lighthouse, etc.) ☐ ⚠️ Identify potential integration conflicts with existing communication tools

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Vendor Onboarding Steps

Step	Owner	Deliverable	Timeline
🔵 Sign master service agreement	Legal/VP Ops	Executed MSA	Day 1
🔵 Execute Business Associate Agreement	Compliance	Signed BAA	Day 1
🔵 Complete vendor security questionnaire	IT Security	Approved assessment	Day 3
🔵 Receive enterprise admin credentials	Vendor	Login credentials	Day 3
🔵 Schedule kickoff call with implementation team	Project Lead	Calendar invite	Day 5
🔵 Assign dedicated Customer Success Manager	Vendor	Named CSM contact	Day 5
🔵 Receive API documentation and sandbox access	Vendor	Technical docs	Day 7

Key Vendor Contacts to Establish

☐ Implementation Project Manager (primary technical contact) ☐ Customer Success Manager (ongoing relationship owner) ☐ Technical Support escalation path (Tier 1, Tier 2, Engineering) ☐ Executive sponsor at vendor (for escalations) ☐ Security/Compliance officer (for BAA and audit requests)

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Data/Access Prerequisites

System Access Required

☐ PMS administrative credentials for each unique PMS instance ☐ Phone system administrative access (or vendor contact for porting) ☐ Patient communication platform admin access (for integration or sunset planning) ☐ Active Directory/SSO admin access (if implementing enterprise SSO)

API & Integration Keys

☐ 🔵 Request CallBird API keys (production and sandbox environments) ☐ Generate PMS API credentials (varies by system—see Section 5) ☐ Document current phone number inventory across all locations ☐ Confirm number porting eligibility with current carriers

Data Preparation

☐ Export current phone tree/IVR scripts from each location ☐ Document current call handling protocols (written SOPs if they exist) ☐ Compile common patient questions and approved responses ☐ List all appointment types and associated scheduling rules per location ☐ Document provider schedules, availability templates, and booking constraints

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Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Key Individuals	Their Concerns	Communication Approach	Approval Required
Board/Investors	Board Chair, Lead Investor	ROI, competitive positioning, risk	Quarterly update, executive summary	🟣 Budget approval
C-Suite	CEO, CFO, CDO, CTO	Strategic alignment, P&L impact, clinical quality	Bi-weekly steering committee	🟣 Vendor selection, rollout plan
VP Operations	VP Ops, VP Patient Experience	Operational disruption, staff impact, patient satisfaction	Weekly project status	🟣 Wave criteria, escalation protocols
Regional Managers	Regional Directors (typically 3–5)	Location bandwidth, timeline feasibility, staff readiness	Weekly briefing, change playbook	Location selection input
Office Managers	15–50 location leads	Workload during transition, training time, call escalation process	Training, pilot inclusion, feedback loops	None (inform and train)
Providers	Dentists, Specialists	Patient experience continuity, clinical schedule accuracy	30-min overview, Q&A session	None (inform and consult)
Front Desk Staff	Receptionists, Patient Coordinators	Job security, workflow changes, new responsibilities	Role-specific training, reassurance messaging	None (inform and train)

Approval Sequence

1. 🟣 Board/Investor: Capital allocation approval (if not already secured)
2. 🟣 C-Suite: Vendor selection and contract terms
3. 🟣 VP Operations: Implementation timeline and rollout plan
4. 🟣 CDO/CMO: Clinical workflow impact sign-off
5. 🟣 CTO/IT Director: Technical architecture and security approval

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Baseline Metrics Capture

⚠️ Critical: Capture these metrics BEFORE any CallBird deployment to enable accurate ROI measurement. Failure to establish baselines is the most common reason DSOs cannot demonstrate AI investment returns.

Standardized Metrics Framework (All Locations)

Metric Category	Specific Measure	Data Source	Capture Frequency
Call Volume	Total inbound calls/week	Phone system	Weekly average (4 weeks)
	Total outbound calls/week	Phone system	Weekly average (4 weeks)
	Calls answered vs. missed	Phone system	Weekly average (4 weeks)
	Average hold time	Phone system	Weekly average (4 weeks)
Scheduling Efficiency	Appointments scheduled via phone/week	PMS	Weekly average (4 weeks)
	Appointment confirmation rate	PMS or comm platform	Current 30-day average
	No-show rate	PMS	Current 90-day average
	Same-day/next-day fill rate	PMS	Current 30-day average
Staffing & Costs	Front desk FTEs per location	HR/Payroll	Current headcount
	Hours spent on phone per FTE/day	Time study or estimate	1-week time study
	Cost per scheduled appointment	Calculated	Current month
Patient Experience	Patient satisfaction (if measured)	Survey tool	Current baseline
	Call complaint rate	Practice tracking	Current 90-day average
	Average time to answer	Phone system	Weekly average (4 weeks)
Revenue Indicators	Scheduled production capacity utilization	PMS	Current month
	New patient calls/month	Phone tracking	Current 90-day average
	New patient conversion rate	PMS	Current 90-day average

Baseline Data Collection Process

☐ 🟣 Designate single owner for baseline data collection (recommend VP Ops or designated Project Lead) ☐ Create standardized data collection template (spreadsheet with above metrics) ☐ Distribute to all location Office Managers with 7-day deadline ☐ ⚠️ Validate submissions—look for obvious errors, missing data, inconsistent measurement ☐ Identify locations with insufficient tracking (may need 2–4 week observation period before deployment) ☐ Store baseline data in centralized repository with version control

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Enterprise-Level Requirements

Network Standards Across Locations

☐ Document current network topology at each location ☐ Identify locations not meeting minimum bandwidth requirements ☐ 🔵 Confirm CallBird's network requirements compatibility with your standards ☐ Plan network upgrades for non-compliant locations (if any)

Hosting Architecture Decision

Option	Pros	Cons	Recommendation
Centralized Cloud	Single configuration, easier updates, unified analytics	Requires reliable internet at all locations, single point of failure	Recommended for most DSOs
Location-Level	Local resilience, lower latency	Configuration drift, complex updates, higher maintenance	Only if locations have unreliable connectivity
Hybrid	Balances resilience and manageability	Increased complexity	Consider for geographically dispersed organizations

🟣 Decision Required: Select hosting architecture before proceeding to configuration phase.

Identity & Access Management

☐ Confirm SSO compatibility (SAML 2.0, OAuth 2.0, or OIDC) ☐ 🔵 Request SSO integration documentation from CallBird ☐ Define role-based access tiers:

• Enterprise Admin (VP Ops, IT leadership)
• Regional Admin (Regional Managers)
• Location Admin (Office Managers)
• Read-Only (providers, for dashboard access) ☐ Map existing AD/Azure AD groups to CallBird roles ☐ Configure MFA requirements per your security policy

Centralized Credentialing

☐ Establish centralized CallBird admin account structure ☐ Create service accounts for PMS integrations (do not use individual user credentials) ☐ Document credential storage and rotation procedures ☐ ⚠️ Never share credentials via email—use secure password manager

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3. Location Readiness Assessment

Readiness Scoring Framework

Score each location on the following factors using a 1–5 scale, then calculate composite readiness.

Factor 1: IT Infrastructure Maturity

Score	Network Speed	Hardware Age	PMS Version
5	200+ Mbps, enterprise-grade	<2 years, all current	Latest version, actively maintained
4	100–200 Mbps, reliable	2–3 years	Current major version
3	50–100 Mbps, occasional issues	3–4 years	One version behind
2	25–50 Mbps, frequent issues	4–5 years	Two versions behind
1	<25 Mbps or unreliable	5+ years	Legacy version, upgrade required

Factor 2: Staff Tenure & Adaptability

Score	Average Tenure	Annual Turnover	Tech Comfort	Recent Training Adoption
5	3+ years	<15%	Early adopters	Embraced last 2 tech changes
4	2–3 years	15–25%	Comfortable	Adapted to recent changes
3	1–2 years	25–35%	Mixed	Some resistance to change
2	<1 year	35–50%	Hesitant	Struggled with recent changes
1	Very new team	>50%	Resistant	Failed previous implementations

Factor 3: Patient Volume

Score	Daily Patients	Weekly Calls	Risk/Impact Balance
5	60–80	300–400	High impact, manageable volume
4	80–100	400–500	High impact, higher complexity
3	40–60	200–300	Moderate impact
2	100+	500+	Very high risk if issues occur
1	<40	<200	Lower impact, may not justify early effort

Factor 4: Tech Stack Compatibility

Score	PMS	Phone System	Other Integrations
5	Native CallBird integration available	Modern VoIP, easy porting	No conflicting comm tools
4	Standard API integration	VoIP, some configuration needed	Minor conflicts, resolvable
3	Custom integration required	Older VoIP, moderate effort	Some sunset planning needed
2	Limited integration possible	Legacy digital, significant work	Multiple conflicting tools
1	No integration path	Analog/POTS lines	Cannot deploy without major changes

Factor 5: Local Champion Availability

Score	Champion Profile
5	Office Manager is tech-savvy, enthusiastic about AI, proven track record leading change, available bandwidth
4	Tech-forward provider or OM willing to champion, moderate bandwidth
3	Willing participant, but not enthusiastic; may need support
2	No clear champion; will need regional manager involvement
1	Active skeptics in leadership positions; change management challenge

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Composite Scoring & Rollout Sequencing

Scoring Calculation

Composite Score = (IT Infrastructure × 0.25) + (Staff Adaptability × 0.20) + 
                  (Patient Volume × 0.15) + (Tech Compatibility × 0.25) + 
                  (Local Champion × 0.15)

Rollout Priority Tiers

Composite Score	Tier	Rollout Wave	Rationale
4.0–5.0	A	Wave 1 (Pilot)	Highest readiness, best chance of early success, will generate positive stories
3.0–3.9	B	Wave 2	Solid readiness, deploy after pilot learnings incorporated
2.0–2.9	C	Wave 3	Requires additional preparation; use time during Waves 1–2 to address gaps
<2.0	D	Wave 4 or Remediation	Significant barriers; may need infrastructure investment before deployment

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Location Readiness Scorecard Template

Location	IT (1-5)	Staff (1-5)	Volume (1-5)	Tech Stack (1-5)	Champion (1-5)	Composite	Tier
Location A	4	5	4	5	5	4.55	A
Location B	5	4	3	4	4	4.15	A
Location C	3	3	4	3	3	3.15	B
Location D	2	3	5	2	2	2.65	C
...

☐ Complete readiness assessment for all locations (1 hour per location with Office Manager input) ☐ Review with Regional Managers for ground-truth validation ☐ Finalize tier assignments ☐ 🟣 Present rollout sequence to VP Operations for approval

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4. Rollout Strategy

Wave Structure Recommendation

For a 30-location DSO (adjust proportionally for your portfolio size):

Wave	Locations	Duration	Cumulative Coverage
Wave 1: Pilot	2–3 locations	3 weeks	7–10%
Buffer	—	1 week	Learning integration
Wave 2: Expansion	5–8 locations	3 weeks	25–35%
Buffer	—	1 week	Process refinement
Wave 3: Acceleration	8–12 locations	4 weeks	60–75%
Wave 4: Completion	Remaining locations	3–4 weeks	100%

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Wave 1 Pilot Location Selection Criteria

Select 2–3 locations that meet ALL of the following:

☐ Tier A readiness score (composite 4.0+) ☐ Geographic diversity (different regions if applicable—tests regional manager coordination) ☐ PMS diversity (include your two most common PMS platforms) ☐ Volume diversity (one higher volume, one moderate—tests scalability) ☐ Enthusiastic local champion (Office Manager actively wants to be a pilot) ☐ Accessible to central team (within reasonable travel distance for on-site support if needed) ☐ Not your flagship location (avoid reputational risk if issues occur) ☐ Not a struggling location (pilots shouldn't carry turnaround burden)

Anti-Selection Criteria (Do NOT select for Wave 1):

⚠️ Locations with recent management changes ⚠️ Locations with ongoing operational issues (collections problems, staffing crises) ⚠️ Locations with complex specialty mix (specialty locations can pilot later) ⚠️ Your highest-revenue location (risk mitigation)

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Wave Timeline Detail

Wave 1: Pilot (Weeks 5–8)

Week	Activities
Week 5	Final configuration for pilot locations, champion training, test calls
Week 6	Soft launch (limited call handling), daily monitoring, rapid iteration
Week 7	Full deployment, continue daily monitoring, collect structured feedback
Week 8	Compile pilot results, document learnings, prepare Wave 2 briefing

Between Waves (1 week buffer)

☐ Aggregate pilot metrics and compare to baselines ☐ Document all issues encountered and resolutions ☐ Update configuration based on pilot learnings ☐ Refine training materials based on champion feedback ☐ 🟣 Present pilot results to leadership for Wave 2 go/no-go decision

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Go/No-Go Criteria

Criteria to Advance to Next Wave

Category	Green (Proceed)	Yellow (Proceed with Caution)	Red (Pause)
Call Handling Success	>90% calls handled without escalation	80–90% success rate	<80% success rate
System Uptime	>99.5% uptime	98–99.5% uptime	<98% uptime
Patient Complaints	No increase from baseline	<25% increase	>25% increase
Staff Satisfaction	Positive feedback from majority	Mixed feedback	Majority negative
Schedule Accuracy	<2% booking errors	2–5% booking errors	>5% booking errors
Integration Stability	No data sync issues	Minor sync delays	Data integrity issues

🟣 Decision Protocol:

• All Green → Proceed to next wave
• Any Yellow → Proceed with enhanced monitoring and mitigation plan
• Any Red → Pause expansion, implement fixes, re-pilot if necessary

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Rollback Plan

If a wave fails (any Red criteria persists beyond 5 business days):

Immediate Actions (Day 1–2 of Red Status)

☐ 🔵 Escalate to CallBird engineering team ☐ Activate fallback call routing to front desk staff ☐ Notify affected location staff of temporary manual operation ☐ Document specific failure modes

Assessment Period (Day 3–5)

☐ Root cause analysis with vendor ☐ Determine if issue is configuration, integration, or platform ☐ Develop remediation timeline

Rollback Execution (If remediation exceeds 5 days)

☐ Disable CallBird call handling at affected location(s) ☐ Restore previous call routing configuration ☐ Retain monitoring/analytics capabilities if possible ☐ Communicate rollback to regional manager and central team ☐ 🟣 Brief VP Operations on situation and revised timeline

Rollback Does NOT Affect

• Other locations already live and performing
• Upcoming wave schedule (evaluate independently)
• Overall project viability (single location issues are containable)

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (G7.3+)

☐ Verify Dentrix version at each location (Help → About Dentrix) ☐ Enable Dentrix API access (Dentrix Ascend required for cloud API; on-premise uses HL7) ☐ 🔵 Request CallBird Dentrix integration module credentials ☐ Create dedicated integration user account in Dentrix (do not use personal credentials) ☐ Grant integration user appropriate permissions:

• Patient demographics (read)
• Appointment scheduling (read/write)
• Provider schedules (read)
• Insurance information (read) ☐ 🔵 Configure CallBird with Dentrix connection parameters ☐ ⚠️ Test in non-production hours first—Dentrix API calls can impact performance ☐ Validate bidirectional sync:
• Create test appointment in CallBird → verify appears in Dentrix
• Create test appointment in Dentrix → verify CallBird recognizes unavailability

Eaglesoft Integration (21.0+)

☐ Verify Eaglesoft version at each location ☐ Enable Eaglesoft API access (Patterson Fuse platform) ☐ 🔵 Request CallBird Eaglesoft integration credentials ☐ Register CallBird application in Patterson Fuse developer portal ☐ Create integration service account in Eaglesoft ☐ Grant permissions:

• Schedule access
• Patient records (limited to contact info, appointment history)
• Provider availability ☐ 🔵 Configure OAuth connection between Eaglesoft and CallBird ☐ Test bidirectional appointment sync ☐ ⚠️ Eaglesoft locks records during edits—test concurrent access behavior

Open Dental Integration (22.1+)

☐ Verify Open Dental version at each location ☐ Enable API module in Open Dental (Setup → Program Links → API) ☐ Generate API key with appropriate permissions ☐ 🔵 Provide API key to CallBird implementation team ☐ Configure API endpoint URL (typically [serverIP]:30222) ☐ Set permission scope:

• Appointments: create, update, read
• Patients: read
• Schedules: read
• Providers: read ☐ Test integration with Open Dental's built-in API tester before connecting CallBird ☐ Validate sync behavior for recurring appointments and blockouts

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Phone System Integration

SIP Trunking Configuration

☐ Document current phone provider and trunk configuration ☐ Determine call flow architecture:

• Option A: Port numbers to CallBird (CallBird becomes primary trunk)
• Option B: Forward calls to CallBird (keep existing trunk, add forwarding)
• Option C: Parallel deployment (new numbers for CallBird, gradual migration) ☐ 🟣 Select call flow architecture ☐ 🔵 Obtain CallBird SIP credentials and trunk configuration ☐ Configure call routing rules:
• All calls → CallBird initial handling
• Escalation → Ring front desk
• After-hours → Voicemail or emergency routing
• Provider direct lines → Bypass or include (🟣 decide)

Number Porting (If Applicable)

☐ Inventory all phone numbers per location ☐ Request LOA (Letter of Authorization) from current carrier ☐ 🔵 Submit porting request to CallBird (10–15 business days typical) ☐ ⚠️ Schedule port date to avoid high-volume days ☐ Confirm port completion with test calls

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Test Environment Setup

Sandbox Configuration

☐ 🔵 Request sandbox environment access from CallBird ☐ Configure sandbox with production-equivalent settings ☐ Create test patient records (use synthetic data only—no PHI in sandbox) ☐ Configure test appointment types mirroring production ☐ Set up test phone numbers for inbound testing

Validation Checklist

Test Case	Steps	Expected Result	☐ Pass
Inbound New Patient	Call, request new patient appt	Correctly gathers info, offers available times	☐
Inbound Existing Patient	Call, verify identity, request appt	Looks up patient, schedules correctly	☐
Appointment Confirmation	Outbound confirmation call	Patient confirms, updates PMS	☐
Reschedule Request	Patient calls to reschedule	Old appt cancelled, new appt booked	☐
Cancellation	Patient calls to cancel	Appt cancelled, slot opened	☐
Insurance Question	Basic insurance inquiry	Provides correct info or escalates	☐
Escalation Trigger	Complex request or angry patient	Transfers to human correctly	☐
After-Hours	Call outside business hours	Appropriate routing/voicemail	☐
Spanish Language	Spanish-speaking caller	Language detected, Spanish response	☐
Concurrent Calls	Multiple simultaneous calls	All handled without degradation	☐

☐ Complete all test cases with 100% pass rate before pilot go-live ☐ ⚠️ Do not proceed to pilot if any test case fails

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Data Migration & Historical Ingestion

Required Historical Data

☐ Patient roster with contact information (for outbound capabilities) ☐ Appointment type definitions and durations ☐ Provider schedules and availability templates ☐ Insurance carrier list and accepted plans ☐ Practice FAQs and common responses

Migration Process

☐ Export data from PMS in CallBird-compatible format (CSV or via API) ☐ 🔵 Submit data to CallBird for ingestion ☐ Validate data appears correctly in CallBird dashboard ☐ ⚠️ Verify no duplicate patients created ☐ Test outbound calling with imported data

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Security & HIPAA Compliance

Enterprise HIPAA Checklist

Requirement	Action	Owner	☐ Complete
Business Associate Agreement	Execute BAA with CallBird	Legal	☐
Data Encryption (Transit)	Verify TLS 1.2+ for all API calls	IT Security	☐
Data Encryption (Rest)	Confirm AES-256 encryption for stored data	IT Security	☐
Access Controls	Implement role-based access per Section 2	IT Security	☐
Audit Logging	Enable comprehensive audit logs	IT Security	☐
Data Retention	Define retention policy, confirm CallBird compliance	Compliance	☐
Breach Notification	Confirm breach notification procedures in BAA	Compliance	☐
Minimum Necessary	Verify CallBird only accesses required PHI	Compliance	☐
Subcontractor BAAs	Request list of CallBird subcontractors with BAAs	Compliance	☐
Security Assessment	Complete vendor security questionnaire	IT Security	☐
Penetration Test	Request most recent third-party pentest results	IT Security	☐

☐ 🟣 Obtain sign-off from Compliance Officer before production deployment

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Configuration Standardization

Standardize Centrally (Identical Across All Locations)

Setting	Standard Value	Rationale
Greeting script	"[Practice Name], this is your AI assistant. How can I help you today?"	Brand consistency
Language support	English primary, Spanish secondary	Patient accessibility
Escalation triggers	Keywords: "emergency," "speak to human," "complaint," "billing dispute"	Risk mitigation
Confirmation timing	48 hours and 2 hours before appointment	Optimal confirmation rates
Business hours	Based on location-specific hours (pulled from PMS)	Accuracy
Call recording	Enabled, 90-day retention	Compliance and QA
HIPAA identity verification	DOB + last 4 phone number	Security standard

Allow Location-Specific Configuration

Setting	Customization Allowed	Approval Required
Practice-specific FAQs	Yes (local add-ons to central FAQ base)	Office Manager
Provider scheduling preferences	Yes (blocks, minimums, etc.)	Office Manager
Appointment type availability	Yes (based on local provider mix)	Office Manager
After-hours routing	Yes (local emergency contact)	Regional Manager
Accent/voice selection	Yes (regional preference)	Regional Manager

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Testing Approach: Centralized vs. Per-Location

Recommended: Centralized Test Environment with Location-Specific Validation

1. Build and test core configuration in central sandbox
2. Clone configuration for each pilot location with location-specific variables
3. Each pilot location runs location-specific validation checklist
4. Central team reviews all validation results before go-live approval

This balances efficiency (central testing) with accuracy (location-specific validation).

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location should designate one Champion who will:

• Complete certification training
• Train their local team
• Serve as first point of escalation for questions
• Provide feedback to central team

Ideal Champion Profile: ☐ Office Manager or senior front desk staff ☐ Minimum 1 year at the practice ☐ Demonstrated comfort with technology ☐ Respected by peers ☐