Cloud 9 Ortho — Implementation Playbook (DSO)

Cloud 9 Ortho Implementation Playbook

Practice Management AI for Dental Support Organizations

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1. Executive Summary

What Cloud 9 Ortho Does

Cloud 9 Ortho is a cloud-based practice management system purpose-built for orthodontic practices, delivering comprehensive scheduling, treatment tracking, patient communication, imaging integration, and financial management through a unified platform. The system leverages intelligent automation for appointment optimization, treatment progress monitoring, and revenue cycle management while providing real-time analytics across all operational dimensions.

Why DSOs Benefit from This Category of AI at Scale

Data Aggregation Power: With 15–50 locations generating thousands of patient touchpoints daily, Cloud 9 Ortho's centralized architecture transforms fragmented practice data into enterprise intelligence. Cross-location benchmarking becomes automatic rather than a quarterly spreadsheet exercise.

Standardization Without Rigidity: The platform enforces consistent workflows for treatment tracking, scheduling protocols, and financial processes while allowing location-specific configurations for provider preferences and patient demographics. This solves the "franchise dilemma" of maintaining brand standards while respecting local operational realities.

Scale Economics: Single-instance upgrades, unified training curricula, and consolidated vendor management reduce per-location overhead by 40–60% compared to managing disparate legacy systems. The cloud architecture eliminates the hardware refresh cycle that plagues on-premise solutions.

Predictive Operations: Machine learning models improve with data volume. A 30-location DSO generates enough appointment, cancellation, and treatment acceptance data to power scheduling optimization and revenue forecasting models that single practices simply cannot access.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Technical readiness confirmed, stakeholders aligned
Pilot Wave (2–3 locations)	Weeks 3–6	Proof of concept validated, playbook refined
Wave 2 (5–8 locations)	Weeks 7–12	Scaled deployment, champion network established
Wave 3 (Remaining locations)	Weeks 13–20	Full deployment
Optimization	Weeks 21–28	ROI validation, ongoing refinement

Total Timeline: 5–7 months for a 25-location DSO, 6–9 months for 40+ locations

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

Technical Requirements

Hardware Standards (Per Location)

☐ Workstations: Windows 10/11 Pro or macOS 12+, minimum 8GB RAM, SSD storage ☐ Displays: 1920x1080 minimum resolution (dual monitors recommended for clinical workstations) ☐ Tablets/mobile devices (if using patient-facing features): iOS 15+ or Android 12+ ☐ Barcode scanners for inventory management (if utilizing supply tracking module) ☐ Signature pads compatible with Cloud 9's integration library

Network Requirements

☐ ⚠️ Minimum 100 Mbps dedicated internet connection per location (fiber preferred) ☐ ⚠️ Latency under 50ms to Cloud 9 data centers (test with provided diagnostic tool) ☐ Redundant internet connection for locations with 8+ operatories ☐ Guest WiFi segregated from practice network ☐ Firewall configured to allow Cloud 9 IP ranges and ports (vendor provides specifications)

Software Prerequisites

☐ Modern browser: Chrome 90+, Edge 90+, Safari 15+ (Firefox supported but not recommended) ☐ PDF reader for report generation ☐ Current imaging software versions (see integration section)

Vendor Onboarding Steps

Step	Action	Owner	Timeline
1	🔵 Complete enterprise onboarding form	Vendor + DSO IT	Day 1
2	🔵 Schedule kickoff call with implementation team	Vendor	Day 2–3
3	🔵 Receive dedicated account manager assignment	Vendor	Day 3
4	🔵 Establish Slack/Teams channel for real-time support	Vendor + DSO	Day 3–5
5	🔵 Obtain test environment credentials	Vendor	Day 5–7
6	🔵 Schedule technical architecture review	Vendor + DSO IT	Week 2

Key Contacts to Establish

☐ Implementation Project Manager (vendor side) ☐ Technical Integration Specialist (vendor side) ☐ Tier 2 Support escalation contact ☐ Customer Success Manager (post-implementation) ☐ Executive sponsor at vendor (for enterprise escalations)

Data/Access Prerequisites

System Access Requirements

☐ Admin credentials for all existing PMS systems being replaced/integrated ☐ API keys or HL7 interface documentation for imaging systems ☐ Export access to historical patient data (minimum 2 years recommended) ☐ Access to existing appointment archives ☐ Financial data export capability for revenue migration

Data Preparation

☐ ⚠️ Patient data audit: verify SSN, DOB, insurance ID formatting consistency ☐ ⚠️ Clean duplicate patient records before migration ☐ Standardize provider NPI formatting across locations ☐ Export treatment plan templates currently in use ☐ Document custom fee schedules by location

Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Decision required: VPN architecture (site-to-site vs. client-based) ☐ Standardized firewall rules documented and distributed ☐ Network monitoring solution capable of location-level visibility ☐ ⚠️ Verify all locations meet minimum bandwidth requirements (common failure point)

Hosting Architecture

☐ 🟣 Decision required: Multi-tenant cloud (standard) vs. dedicated instance (enterprise tier) ☐ Data residency requirements documented (if operating across state lines) ☐ Disaster recovery SLA requirements defined ☐ 🔵 Confirm Cloud 9 data center locations align with latency requirements

Identity & Access Management

☐ 🟣 Decision required: SSO integration (SAML 2.0 or OAuth 2.0) ☐ Active Directory or identity provider documentation gathered ☐ Role-based access control (RBAC) hierarchy mapped to organizational structure ☐ ⚠️ Verify SSO provider compatibility with Cloud 9 (Microsoft Entra, Okta, Google Workspace confirmed)

Centralized Credentialing

☐ Provider credentialing data centralized in standard format ☐ License expiration tracking integrated with HR systems ☐ Insurance panel participation data by provider and location

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	Involvement Type	Timing
Board/Investors	Board Chair, Lead Investor	Informed of initiative, approves budget	Pre-launch
C-Suite	CEO, CFO, COO, CDO	Strategic approval, KPI definition	Week 1
VP Operations	VP Ops, VP Clinical	Operational design, rollout ownership	Week 1–ongoing
IT Leadership	CIO/IT Director	Technical architecture, security sign-off	Week 1–2
Regional Managers	Regional Directors (3–6)	Cascade communication, local oversight	Week 2–ongoing
Office Managers	All location managers	Implementation execution, staff coordination	Wave-specific
Providers	Orthodontists, associates	Clinical workflow input, adoption	Wave-specific

Approval Gates

☐ 🟣 Budget approval from CFO/Finance Committee ☐ 🟣 Security and compliance approval from IT/Legal ☐ 🟣 Clinical workflow approval from Chief Dental Officer ☐ 🟣 Timeline and resource allocation approval from COO

Baseline Metrics to Capture

Operational Metrics (Capture at ALL locations before ANY go-live)

Metric	How to Measure	Why It Matters
Average appointment utilization rate	Filled chairs ÷ Available chair hours	Core efficiency indicator
Patient no-show rate	No-shows ÷ Scheduled appointments	Scheduling optimization impact
Average check-in time	Time from arrival to seated	Front desk efficiency
Treatment acceptance rate	Accepted plans ÷ Presented plans	Revenue and case presentation
Days in A/R	Average collection timeline	Revenue cycle health
Claim denial rate	Denied claims ÷ Submitted claims	Billing accuracy
Patient NPS or satisfaction score	Survey responses	Experience baseline
Staff overtime hours	Weekly average per location	Operational efficiency

Standardization Requirements for Cross-Location Comparison

☐ ⚠️ Define measurement period (recommend trailing 90 days) ☐ Standardize appointment type categorization across all locations ☐ Align definition of "completed" vs. "scheduled" appointment ☐ Create unified fee schedule mapping for revenue comparisons ☐ Establish common patient satisfaction survey instrument

Data Collection Ownership

☐ Assign single analyst responsible for baseline data aggregation ☐ Validate data quality before recording (spot-check 10% of locations) ☐ Document any location-specific measurement anomalies ☐ Store baseline data in accessible format for post-launch comparison

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3. Location Readiness Assessment

Scoring Framework

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

Factor 1: IT Infrastructure Maturity (Weight: 25%)

Score	Criteria
5	Fiber internet 200+ Mbps, hardware <2 years old, current PMS version, redundant connectivity
4	Fiber/cable 100+ Mbps, hardware <3 years old, PMS within one major version
3	Cable 50+ Mbps, hardware <5 years old, PMS requires minor updates
2	DSL/cable 25–50 Mbps, some hardware needs replacement, PMS significantly outdated
1	Unreliable connectivity, hardware >5 years, major infrastructure investment required

Factor 2: Staff Tenure and Adaptability (Weight: 20%)

Score	Criteria
5	<15% annual turnover, staff has adopted 2+ new systems in past 3 years, tech-forward culture
4	15–25% turnover, 1–2 system transitions successfully managed, generally positive tech attitudes
3	25–35% turnover, mixed system transition history, typical resistance patterns
2	35–50% turnover, difficult past transitions, notable tech anxiety among staff
1	>50% turnover, failed system implementations, significant change resistance

Factor 3: Patient Volume (Weight: 20%)

Score	Criteria
5	High volume (40+ patients/day) with stable scheduling patterns
4	Moderate-high volume (30–40/day), predictable flow
3	Moderate volume (20–30/day), some scheduling variability
2	Lower volume (15–20/day) or highly variable patterns
1	Low volume (<15/day) or extremely unpredictable scheduling

Note: High volume increases both impact and risk. For Wave 1 pilots, prioritize Score 3–4 locations over Score 5.

Factor 4: Tech Stack Compatibility (Weight: 20%)

Score	Criteria
5	Currently on Cloud 9-native integrations (Dolphin, iTero), no legacy dependencies
4	Compatible PMS (Dentrix, Eaglesoft, Open Dental), standard imaging, documented APIs
3	Compatible PMS with some customizations, imaging requires minor configuration
2	Heavily customized current system, non-standard integrations, some manual workarounds
1	Incompatible PMS, proprietary imaging, extensive manual data processes

Factor 5: Local Champion Availability (Weight: 15%)

Score	Criteria
5	Tech-forward provider AND experienced office manager both willing to champion
4	Strong office manager champion with provider buy-in
3	Willing office manager, neutral provider attitude
2	Reluctant champion, will need significant support
1	No clear champion candidate, leadership skeptical

Composite Score Calculation

Composite Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (Tech Stack × 0.20) + (Champion × 0.15)

Scoring Template

Location	IT (1-5)	Staff (1-5)	Volume (1-5)	Tech (1-5)	Champion (1-5)	Composite	Tier
Location A
Location B
...

Tier Assignment and Rollout Sequencing

Tier	Composite Score	Rollout Wave	Rationale
Tier 1	4.0–5.0	Wave 1 (Pilot)	High readiness, can absorb learning curve, will generate early wins
Tier 2	3.0–3.9	Wave 2	Solid foundation, benefit from pilot learnings
Tier 3	2.0–2.9	Wave 3	Require additional preparation, remediation before go-live
Tier 4	<2.0	Deferred/Remediation	Significant infrastructure or change management investment needed first

Recommended Rollout Sequence Selection Criteria

Wave 1 Pilot Location Selection (2–3 locations)

Select locations that are: ☐ Tier 1 composite scores (4.0+) ☐ ⚠️ NOT your highest-revenue locations (manage risk) ☐ Geographically distributed (if possible) to validate across regions ☐ Representative of typical location profile (avoid outliers) ☐ Have a strong champion with direct line to regional manager

Additional Selection Considerations

☐ Include at least one location with complex scheduling patterns ☐ Include at least one location with your most common PMS configuration ☐ Avoid locations with upcoming major events (provider departure, construction, etc.)

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4. Rollout Strategy

Wave Structure Recommendation

For a 25-location DSO:

Wave	Locations	Duration	Gap Before Next Wave
Wave 1 (Pilot)	2–3 locations	4 weeks	2 weeks learning capture
Wave 2	5–8 locations	4 weeks	1 week learning capture
Wave 3A	7–8 locations	4 weeks	1 week
Wave 3B	Remaining 6–8	4 weeks	—

For a 40+ location DSO, add Wave 3C/3D as needed, maintaining 6–10 locations per wave maximum.

Wave 1 Pilot Location Selection Criteria

Required Criteria (must meet ALL)

☐ Composite readiness score ≥ 4.0 ☐ Office manager tenure ≥ 18 months ☐ No planned provider changes in next 90 days ☐ Regional manager actively supportive

Preferred Criteria (meet at least 3 of 5)

☐ Successfully adopted new technology in past 2 years ☐ Current patient volume between 25–35 patients/day (manageable complexity) ☐ Imaging system already on Cloud 9 integration list ☐ Located within 2 hours of a regional or corporate office (for in-person support) ☐ Provider has expressed interest in practice efficiency improvements

Risk Mitigation Criteria (avoid locations with)

☐ Revenue in top 10% of portfolio (too much at stake for pilot) ☐ Active HR issues or leadership transitions ☐ Major payer contract renegotiations in progress ☐ Recent negative patient satisfaction trends

Detailed Timeline Per Wave

Wave 1: Pilot (Weeks 3–8)

Week	Activities	Milestones
Week 3	Configuration, integration setup, champion training	Test environment validated
Week 4	Staff training, parallel run begins	All staff trained, dual workflows active
Week 5	Go-live, intensive support	System live for patient care
Week 6	Daily monitoring, issue resolution	Stabilization achieved
Week 7–8	Optimization, documentation	Pilot playbook refined

Between Waves: Learning Capture (2 weeks after Wave 1)

☐ Compile all support tickets and resolutions ☐ Document configuration changes made post-go-live ☐ Interview champions: what worked, what didn't ☐ Update training materials based on actual questions ☐ Revise go-live checklist with discovered items ☐ Calculate early metrics for leadership briefing

Wave 2+: Scaled Deployment (4 weeks per wave)

Week	Activities
Week 1	Champion training, configuration (using standardized templates)
Week 2	Staff training (champion-delivered), parallel run
Week 3	Go-live, elevated support
Week 4	Stabilization, metrics validation

Go/No-Go Criteria

Criteria to Advance from Wave 1 to Wave 2

Category	Criteria	Threshold
System Stability	Unplanned downtime	<2 hours total in Week 2–4
User Adoption	Daily active users	>90% of trained staff
Workflow Completion	Core tasks completed in system	>95% appointments, >90% payments
Support Volume	Open critical tickets	0 unresolved P1 tickets
Staff Sentiment	Champion confidence rating	≥7/10 from all pilot champions
Financial Integrity	Payment processing accuracy	100% reconciliation

🟣 Go/No-Go Decision Meeting

• Attendees: VP Operations, CDO, IT Director, Implementation PM
• Timing: End of Week 8 (2 weeks post-pilot go-live)
• Decision options: Proceed, Proceed with conditions, Delay 2 weeks, Reassess strategy

Criteria to Advance Subsequent Waves

Criteria	Wave 2 → Wave 3 Threshold
Prior wave stabilized	All locations green status for 5+ consecutive days
Support capacity	Vendor confirms bandwidth for next wave
Training completion	100% of next wave champions certified
Configuration templates	Updated based on prior wave learnings

Rollback Plan

Triggers for Wave Pause

• P1 (critical) incident affecting >50% of wave locations
• Data integrity issue affecting patient records or financials

• 25% of locations requesting emergency support simultaneously

• Champion confidence drops below 5/10 at majority of wave locations

Rollback Procedures

Level 1: Location-Level Pause ☐ Revert affected location to parallel run mode (legacy system primary) ☐ Isolate location from configuration updates ☐ Assign dedicated support resource ☐ Root cause analysis within 48 hours ☐ Remediation plan before resuming

Level 2: Wave Pause ☐ Freeze all go-lives in current wave ☐ Locations already live continue with elevated support ☐ Locations not yet live remain on legacy systems ☐ 🟣 Emergency leadership briefing within 24 hours ☐ Full retrospective before resuming wave

Level 3: Program Pause ☐ 🟣 Executive decision required ☐ All non-live locations remain on legacy systems ☐ Live locations assessed individually for continuation vs. rollback ☐ 🔵 Vendor executive escalation ☐ Full program review before any resumption

Rollback Without Disruption to Other Locations

• Cloud 9's multi-tenant architecture isolates location data
• Configuration rollbacks are location-specific
• Other wave locations unaffected by single-location issues
• Maintain legacy system access for minimum 60 days post-go-live

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Step-by-Step)

Prerequisites ☐ Dentrix G7.4 or higher installed ☐ Dentrix API license activated ☐ Local administrator access to Dentrix server

Integration Steps

Step	Action	Time	Owner
1	🔵 Request Cloud 9 Dentrix integration package	—	Vendor
2	Install Dentrix Integration Service on practice server	30 min	Local IT
3	🔵 Configure API credentials in Cloud 9 admin portal	15 min	Vendor + IT
4	Map Dentrix operatory codes to Cloud 9 resources	45 min	Office Manager
5	Map procedure codes and fee schedules	1–2 hours	Billing Lead
6	Configure bi-directional appointment sync	30 min	IT
7	Test patient demographic sync (10 test patients)	30 min	QA
8	Test appointment creation/modification sync	30 min	QA
9	⚠️ Test financial transaction sync	1 hour	Billing + IT
10	Validate sync logs for 24-hour period	Next day	IT

Eaglesoft Integration (Step-by-Step)

Prerequisites ☐ Eaglesoft 21.x or higher ☐ Patterson Technology Center connectivity configured ☐ Database administrator credentials available

Integration Steps

Step	Action	Time	Owner
1	🔵 Request Cloud 9 Eaglesoft integration credentials	—	Vendor
2	Install Eaglesoft API bridge application	45 min	Patterson rep + IT
3	Configure ODBC connection to Eaglesoft database	30 min	IT
4	🔵 Establish secure tunnel to Cloud 9	30 min	Vendor + IT
5	Map provider IDs between systems	30 min	Office Manager
6	Map insurance carrier codes	1–2 hours	Billing Lead
7	Test demographic and appointment sync	1 hour	QA
8	⚠️ Test ledger transaction sync	1 hour	Billing + IT
9	Configure recurring sync schedule	15 min	IT
10	Monitor sync logs for 48-hour validation	2 days	IT

Open Dental Integration (Step-by-Step)

Prerequisites ☐ Open Dental 22.x or higher ☐ eConnector service running ☐ MySQL database access

Integration Steps

Step	Action	Time	Owner
1	Enable Open Dental API in Program Properties	15 min	IT
2	Generate API key for Cloud 9 integration	10 min	IT
3	🔵 Configure API endpoint in Cloud 9	15 min	Vendor
4	Map appointment types and categories	30 min	Office Manager
5	Map procedure codes (use Open Dental export)	1 hour	Billing Lead
6	Configure real-time webhook notifications	30 min	IT
7	Test patient search and lookup	30 min	QA
8	Test schedule and appointment sync	30 min	QA
9	⚠️ Test payment posting sync	1 hour	Billing + IT
10	Validate audit trail for compliance	30 min	Compliance

Imaging System Integration

Dolphin Imaging Integration

Step	Action	Time
1	Verify Dolphin Management 11.9+ installed	—
2	🔵 Enable Cloud 9 bridge module in Dolphin	30 min
3	Configure patient record linking (MRN matching)	45 min
4	Test image launch from Cloud 9 patient record	15 min
5	Test ceph/pan image thumbnail display	15 min
6	Configure treatment simulation linkage	30 min

3Shape/iTero Integration

Step	Action	Time
1	🔵 Request Cloud 9 scanner integration key	—
2	Link iTero account via Align portal	20 min
3	Configure patient ID matching rules	30 min
4	Test scan upload notification workflow	30 min
5	Verify scan viewer launch from Cloud 9	15 min

Carestream/Dexis Integration

Step	Action	Time
1	Install TWAIN bridge driver	30 min
2	Configure shared image folder location	15 min
3	🔵 Map image types in Cloud 9	30 min
4	Test image acquisition workflow	30 min
5	Verify image display and annotation	20 min

Test Environment Setup

Centralized Test Environment (Recommended for DSO)

☐ 🔵 Request dedicated DSO test tenant from Cloud 9 ☐ Populate with anonymized data from 2–3 representative locations ☐ Configure SSO integration in test mode ☐ Replicate each PMS integration type in test environment ☐ Establish test environment refresh schedule (weekly recommended)

Validation Checklist

Patient Management ☐ Create new patient record — verify all required fields ☐ Edit existing patient — confirm sync to PMS ☐ Search by name, DOB, phone, patient ID ☐ View patient history and treatment timeline ☐ ⚠️ Verify insurance eligibility integration

Scheduling ☐ Create single appointment ☐ Create recurring appointment series ☐ Modify appointment (time, provider, operatory) ☐ Cancel appointment — verify status sync ☐ View multi-provider schedule ☐ ⚠️ Test overbooking rules and alerts

Clinical Workflow ☐ Launch imaging application from patient record ☐ View treatment progress tracking ☐ Document clinical notes ☐ Create/modify treatment plan ☐ Generate patient-facing treatment presentation

Financial ☐ Post patient payment ☐ Process credit card transaction ☐ Submit insurance claim ☐ ⚠️ Verify ledger balance accuracy ☐ Generate patient statement ☐ Run daily deposit report

Reporting ☐ Generate production report ☐ Generate collections report ☐ View appointment utilization dashboard ☐ Export data to CSV/Excel

Data Migration Steps

Historical Data Ingestion

Phase	Actions	Duration
Extract	Export patient demographics, treatment history, images from legacy system	2–4 hours per location
Transform	🔵 Cloud 9 data mapping and conversion	3–5 days total
Validate	Review sample records for accuracy (10% random sample)	1 day per location
Load	🔵 Import to production environment	1–2 hours per location
Verify	⚠️ Reconcile patient counts, balance accuracy	1 day per location

Data Migration Decision Points

☐ 🟣 Decision: Historical appointment data (recommend 2 years minimum) ☐ 🟣 Decision: Historical image migration vs. archive access ☐ 🟣 Decision: Treatment plan migration (active only vs. historical)

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

Business Associate Agreement ☐ 🔵 BAA executed between DSO and Cloud 9 Software ☐ BAA covers all entities in DSO structure ☐ Subcontractor BAAs confirmed (hosting, payment processing) ☐ BAA filed with compliance records

Access Controls ☐ Role-based access control (RBAC) configured per organizational hierarchy ☐ Minimum necessary access principle documented ☐ Privileged access list maintained and reviewed quarterly ☐ Account provisioning workflow documented ☐ ⚠️ Account termination procedure tested (verify access revoked within 24 hours)

Audit Controls ☐ Audit logging enabled for all PHI access ☐ Audit log retention period confirmed (6+ years) ☐ Audit log review procedure established ☐ Automated alerts for suspicious activity configured

Data Protection ☐ 🔵 Encryption at rest confirmed (AES-256 minimum) ☐ 🔵 Encryption in transit confirmed (TLS 1.2+) ☐ 🔵 Data center physical security certifications obtained (SOC 2 Type II) ☐ Backup encryption verified ☐ Data retention and destruction policy aligned with DSO requirements

Incident Response ☐ 🔵 Vendor breach notification procedure documented ☐ DSO internal breach response plan updated to include Cloud 9 ☐ Incident response contact list current ☐ Annual tabletop exercise scheduled

Enterprise Configuration Framework

Standardized Configuration Template

These settings should be identical across all locations:

Configuration Area	Standard Setting	Rationale
Appointment types	Master list of 25 types	Consistent scheduling, reporting
Procedure codes	Standardized CDT mapping	Accurate production tracking
User roles	8 standard roles	Consistent access control
Report templates	12 enterprise reports	Cross-location comparison
Communication templates	20 patient message templates	Brand consistency
Fee schedule structure	Categories and code groupings	Revenue analysis
Insurance verification rules	Verification triggers	Compliance
Payment posting rules	Auto-posting logic	Financial accuracy

Location-Specific Configuration

These settings may vary by location:

Configuration Area	Why Variation Allowed
Provider schedules	Different working hours, vacation
Operatory count/naming	Physical layout differs
Fee schedule amounts	Geographic/market variation
Local insurance carriers	Regional payer mix
Staff user accounts	Local team members
Office hours display	Location-specific scheduling
Custom report filters	Local manager preferences
Patient communication timing	Time zone, demographic preferences

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Required Qualifications ☐ Minimum 12 months tenure at the location ☐ Demonstrated proficiency with current practice management system ☐ Positive attitude toward technology adoption ☐ Respect of peers — staff will follow their guidance ☐ Available for 8+ hours of training and ongoing responsibilities

Preferred Qualifications ☐ Previous experience training others on systems/processes ☐ Office manager, lead treatment coordinator, or senior assistant role ☐ Direct communication line to regional manager ☐ Has participated in previous software implementations

Champion Responsibilities

Responsibility	Time Commitment	Frequency
Complete champion certification training	6–8 hours	One-time
Customize training materials for location	2–3 hours	One-time
Deliver role-specific training to all staff	8–12 hours total	One-time
First-line support for staff questions	30 min/day initially	Daily (first 2 weeks)
Daily check-in with central team	15 min	Daily (first week)