Dental Axess — Implementation Playbook (DSO)

Dental Axess Implementation Playbook

Analytics & Business Intelligence for DSOs

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1. Executive Summary

What Dental Axess Does

Dental Axess is an analytics and business intelligence platform that aggregates clinical, operational, and financial data across your entire dental organization into unified dashboards, predictive models, and automated reporting. The platform transforms fragmented practice data into actionable intelligence for executive decision-making, regional performance management, and location-level optimization.

Why DSOs Specifically Benefit from Analytics & BI at Scale

The strategic advantage of centralized analytics compounds exponentially with organizational size. At 15–50 locations, you're sitting on a data goldmine that single practices simply cannot access—but only if you can normalize, aggregate, and analyze it systematically. Dental Axess enables:

• Cross-location benchmarking: Identify your top-performing locations and reverse-engineer their success factors for replication across the portfolio
• Standardized KPI definitions: Eliminate the "apples-to-oranges" problem where different locations calculate metrics differently, making true comparison impossible
• Predictive capacity planning: Aggregate patient flow data to optimize staffing, chair utilization, and supply ordering at scale
• M&A intelligence: If you're acquiring practices, unified analytics accelerate post-acquisition integration and performance normalization
• Board-ready reporting: Replace manual Excel consolidation with automated, auditable reporting that meets investor-grade standards

Expected Timeline: Decision to Full Deployment

Phase	Timeline	Scope
Pre-Implementation	Weeks 1–2	Technical prep, stakeholder alignment, baseline capture
Wave 1 Pilot	Weeks 3–6	2–3 pilot locations
Wave 2 Expansion	Weeks 7–10	5–8 locations
Wave 3 Full Deployment	Weeks 11–16	Remaining locations
Post-Launch Optimization	Weeks 17–24	Refinement, ROI validation

Total timeline: 4–6 months for full deployment across a 30-location organization. Adjust proportionally for your portfolio size.

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

Technical Requirements

Hardware & Network

☐ Verify minimum 50 Mbps upload/download speed at each location (required for real-time data sync) ☐ Confirm firewall configurations allow outbound connections to Dental Axess cloud servers (specific IP ranges provided during onboarding) ☐ Assess workstation specifications: Windows 10+ or macOS 11+, Chrome/Edge browser current version ☐ Identify locations with network reliability issues (>2% downtime monthly) for infrastructure remediation ☐ Estimated time: 3–4 hours for network assessment across all locations

Software & Integrations

☐ Document current PMS version at each location (Dentrix, Eaglesoft, Open Dental, or other) ☐ Identify imaging systems in use (Dexis, Schick, Carestream, etc.) ☐ Catalog any existing BI tools, reporting systems, or data warehouses ☐ Confirm PMS administrative access credentials are available for integration setup ☐ Estimated time: 1–2 hours per location for software inventory

Vendor Onboarding Steps

🔵 ☐ Schedule kickoff call with Dental Axess implementation team 🔵 ☐ Establish primary vendor contacts:

• Implementation Manager (your day-to-day contact)
• Technical Integration Specialist (for PMS connectivity issues)
• Customer Success Manager (for post-go-live optimization) 🔵 ☐ Complete vendor onboarding questionnaire (organizational structure, location count, PMS mix) 🔵 ☐ Execute Business Associate Agreement (BAA) 🔵 ☐ Confirm implementation package scope and pricing structure ☐ Estimated time: 2–3 hours for initial vendor engagement

Data/Access Prerequisites

☐ Compile PMS administrative credentials for each location ☐ Document API access capabilities for each PMS version (varies significantly by version) ☐ Identify data export capabilities from legacy reporting systems ☐ Confirm imaging system access credentials if analytics will include clinical imaging data ☐ Prepare historical data scope decision: How far back should historical data be ingested? (Recommended: 24 months minimum for trend analysis) ☐ Estimated time: 4–6 hours total for access compilation

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Role	Required Action	Timing
Board/Investors	Governance	🟣 Approve budget and strategic rationale	Week 1
C-Suite (CEO, CFO, COO)	Executive Sponsorship	🟣 Champion initiative, approve timeline	Week 1
Chief Dental Officer	Clinical Oversight	🟣 Approve clinical metrics, validate provider workflows	Week 1
VP of Operations	Project Ownership	Lead implementation, manage cross-functional coordination	Weeks 1–16
Regional Managers	Regional Execution	Cascade communication, select pilot locations, manage rollout	Weeks 2–16
IT Director/Manager	Technical Lead	Own integrations, manage vendor technical relationship	Weeks 1–16
Office Managers	Location Execution	Coordinate local training, serve as location champion	Weeks 3–16
Providers	End Users	Adopt new workflows, provide feedback	Weeks 4–16
Billing/RCM Team	End Users	Validate revenue cycle metrics, integrate with AR workflows	Weeks 4–16

Approval Checkpoints

🟣 ☐ Board/investor briefing on AI analytics initiative (if required by governance) 🟣 ☐ C-suite approval of implementation budget and timeline 🟣 ☐ CDO sign-off on clinical metrics and provider-facing dashboards 🟣 ☐ CFO approval of financial data access and reporting hierarchy ☐ Estimated time: 4–8 hours of executive meeting time

Enterprise-Level Requirements

Network Standards

☐ Define enterprise network baseline (minimum bandwidth, VPN requirements, security protocols) ☐ Determine centralized vs. location-level hosting model:

• Centralized: All data flows through corporate data center (better security, simpler compliance, higher latency)
• Location-level: Each location connects directly to Dental Axess cloud (lower latency, more complex security management)
• Recommended for DSOs: Centralized for analytics data aggregation, direct cloud connection for real-time dashboards ☐ Estimated time: 2–3 hours with IT leadership

Identity & Access Management

☐ Determine SSO integration requirements (Okta, Azure AD, Google Workspace) 🔵 ☐ Confirm Dental Axess SSO compatibility and configuration requirements ☐ Define role-based access control (RBAC) hierarchy:

• Executive: Full read access, all locations
• Regional Manager: Full read access, assigned region only
• Office Manager: Full read access, assigned location only
• Provider: Limited read access, own production data only ☐ Establish centralized credentialing process for user provisioning/deprovisioning ☐ Estimated time: 3–4 hours with IT and HR

Baseline Metrics to Capture

⚠️ Critical: These metrics MUST be captured before go-live to enable ROI measurement. Inconsistent baseline capture is the #1 reason DSOs cannot demonstrate analytics ROI to boards.

Financial Metrics (Capture per Location)

☐ Monthly production (gross and net) ☐ Monthly collections ☐ Collection rate (collections/net production) ☐ Accounts receivable aging (0–30, 31–60, 61–90, 90+) ☐ Claim denial rate ☐ Average days to payment ☐ Data source: PMS reports, RCM system ☐ Estimated time: 30 minutes per location to pull and standardize

Operational Metrics (Capture per Location)

☐ Daily patient volume ☐ Chair utilization rate ☐ New patient volume (monthly) ☐ Hygiene reappointment rate ☐ Treatment case acceptance rate ☐ Average treatment plan value ☐ No-show/cancellation rate ☐ Data source: PMS reports, scheduling system ☐ Estimated time: 30 minutes per location to pull and standardize

Clinical Metrics (Capture per Location)

☐ Hygiene patients per hygienist per day ☐ Production per provider ☐ Treatment mix by procedure category ☐ Diagnostic vs. preventive vs. restorative ratio ☐ Data source: PMS reports ☐ Estimated time: 20 minutes per location to pull and standardize

Standardization Requirements

⚠️ ☐ Create a standardized metric definition document before baseline capture ⚠️ ☐ Ensure all locations calculate metrics using identical formulas (e.g., does "production" include adjustments or not?) ☐ Designate one central team member to quality-check all baseline data submissions ☐ Load baseline data into a centralized spreadsheet or database before Dental Axess go-live ☐ Total estimated time for baseline capture: 2–3 hours per location

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3. Location Readiness Assessment

Scoring Framework

Rate each factor 1–5 for each location, then calculate a composite readiness score.

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

Score	Criteria
5	Fiber internet (100+ Mbps), workstations <3 years old, current PMS version, no network reliability issues
4	Cable internet (50+ Mbps), workstations <5 years old, PMS within 2 versions of current
3	Cable internet (25–50 Mbps), workstations 5–7 years old, PMS more than 2 versions behind
2	DSL or unreliable connection, workstations >7 years old, significant PMS version lag
1	Known network outages, hardware frequently failing, PMS version unsupported

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

Score	Criteria
5	Turnover <10%, staff have adopted multiple tech tools successfully, positive tech adoption history
4	Turnover 10–20%, most staff have basic tech comfort, 1–2 prior tech adoptions
3	Turnover 20–30%, mixed tech comfort levels, uneven adoption of prior tools
2	Turnover 30–40%, significant tech resistance documented, prior failed implementations
1	Turnover >40%, active resistance to technology, no successful prior tech adoption

Factor 3: Patient Volume (Weight: 15%)

Score	Criteria	Implication
5	High volume (>50 patients/day)	High impact potential, but requires robust implementation support
4	Above average volume (35–50 patients/day)	Good impact potential with manageable complexity
3	Average volume (25–35 patients/day)	Standard implementation risk
2	Below average volume (15–25 patients/day)	Lower risk but also lower ROI demonstration potential
1	Low volume (<15 patients/day)	Limited data for analytics value demonstration

Note: For pilot selection, scores of 3–4 are often optimal—enough volume to demonstrate value without excessive risk.

Factor 4: Tech Stack Compatibility (Weight: 25%)

Score	Criteria
5	Primary PMS (Dentrix Enterprise, Open Dental) with proven Dental Axess integration, compatible imaging, no conflicting tools
4	Supported PMS with documented integration path, compatible imaging
3	Supported PMS but with known integration quirks, or non-standard imaging requiring custom connection
2	Less common PMS with limited integration support, multiple legacy systems
1	Unsupported PMS, complex legacy environment, or multiple conflicting systems

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

Score	Criteria
5	Tech-forward office manager AND provider willing to champion, both with capacity
4	Strong office manager champion OR strong provider champion
3	Willing champion but limited capacity or moderate tech comfort
2	No clear champion, but no active resistance
1	No champion available, or key staff actively resistant

Composite Score Calculation

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

Composite Score	Readiness Level	Recommended Wave
4.0–5.0	High Readiness	Wave 1 Pilot (if representative)
3.0–3.9	Moderate Readiness	Wave 2
2.0–2.9	Low Readiness	Wave 3 (with remediation)
<2.0	Not Ready	Defer until infrastructure/staff issues resolved

Location Readiness Scorecard Template

Location	IT (1–5)	Staff (1–5)	Volume (1–5)	Tech Stack (1–5)	Champion (1–5)	Composite	Wave
Location A
Location B
...

Recommended Rollout Sequence

🟣 Wave 1 Pilot Selection Criteria (select 2–3 locations):

• Composite score 4.0+
• Representative of broader portfolio (geography, specialty mix, PMS type)
• NOT your highest-revenue location (reduces risk)
• NOT your most problematic location (pilot needs to succeed)
• Strong local champion confirmed
• Regional manager is engaged and available for frequent check-ins

Wave 2 Selection (5–8 locations):

• Composite score 3.5+
• Include at least one location from each region
• Include any PMS variants not covered in Wave 1

Wave 3 Selection (remaining locations):

• All locations not yet deployed
• Address any infrastructure remediation identified during readiness assessment before Wave 3 begins

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4. Rollout Strategy

Wave Structure Overview

Wave	Locations	Duration	Buffer Before Next Wave
Wave 1 (Pilot)	2–3 locations	3 weeks	1 week learning capture
Wave 2 (Expansion)	5–8 locations	3 weeks	1 week learning capture
Wave 3 (Full Deployment)	Remaining locations	4–6 weeks (staggered)	N/A

Wave 1: Pilot Deployment (Weeks 3–6)

Selection Criteria for Pilot Locations

🟣 Select 2–3 locations meeting ALL of the following: ☐ Composite readiness score ≥4.0 ☐ At least one location uses your most common PMS (validates primary integration) ☐ At least one location uses a different PMS variant (validates secondary integration) ☐ Geographic spread across at least 2 regions (validates remote support model) ☐ Office manager has confirmed availability for daily check-ins during pilot ☐ Provider has agreed to participate in feedback sessions ☐ Regional manager is engaged and available weekly

Pilot Timeline

Week	Activities
Week 3	Integration go-live, training completion, parallel run begins
Week 4	Full production use, daily issue tracking, first metrics review
Week 5	Workflow refinement, staff feedback collection, prepare Wave 1 learnings
Week 6	Go/no-go assessment, Wave 2 planning finalization

Go/No-Go Criteria for Wave 2 Advancement

🟣 ☐ Technical Stability: <3 critical bugs unresolved, data sync latency <15 minutes, no data integrity issues ☐ Integration Reliability: All PMS integrations functioning correctly for ≥5 consecutive days ☐ User Adoption: ≥80% of staff completed training, ≥70% reporting "comfortable" with tool in survey ☐ Data Quality: ≥95% data accuracy validated against PMS source data ☐ Champion Confidence: Pilot location champions confirm readiness to support Wave 2 as mentors ☐ Vendor Support: Dental Axess support response times meeting SLA (typically <4 hours for critical issues)

⚠️ If go/no-go criteria are not met: Extend pilot by 1–2 weeks, address specific failures, re-assess.

Wave 2: Expansion (Weeks 7–10)

Timeline

Week	Activities
Week 7	Wave 2 pre-implementation (training scheduling, integration setup)
Week 8	Wave 2 go-live (stagger across 2–3 days to manage support load)
Week 9	Full production use, issue resolution, metrics tracking
Week 10	Wave 2 stabilization, prepare Wave 3

Wave 2 Enhancements from Pilot Learnings

☐ Update training materials based on pilot feedback ☐ Document and share common troubleshooting scenarios ☐ Assign pilot location champions as "buddies" for Wave 2 locations ☐ Refine escalation procedures based on Wave 1 support patterns

Go/No-Go Criteria for Wave 3 Advancement

🟣 ☐ All Wave 2 locations achieving ≥80% of baseline metrics improvement targets ☐ Support ticket volume manageable (trending downward by end of week 10) ☐ No systemic issues affecting multiple locations ☐ Training-the-trainer model validated (champions successfully trained their teams)

Wave 3: Full Deployment (Weeks 11–16)

Staggered Deployment Approach

• Deploy 5–8 locations per week to manage support load
• Prioritize higher-readiness locations earlier in Wave 3
• Reserve lowest-readiness locations for final weeks with all learnings applied

Wave 3 Efficiency Gains

• Champions from Waves 1–2 now available as mentors
• Training materials refined and proven
• Common issues documented with solutions
• Support team experienced with typical challenges

Rollback Plan

⚠️ Critical: Have a documented rollback plan BEFORE any go-live.

Rollback Triggers

• Data integrity issues (data in Dental Axess does not match PMS source)
• System outages exceeding 4 hours with no vendor resolution timeline
• Security incidents or suspected HIPAA breaches
• Staff unable to complete basic workflows after 3+ days of support

Rollback Procedure

☐ Regional manager authorizes rollback decision for affected location(s) ☐ Notify Dental Axess support immediately ☐ Instruct location to revert to pre-implementation workflows (should be documented) ☐ Disable Dental Axess integrations for affected location(s) to prevent data sync issues ☐ Document root cause and remediation plan before re-deployment ☐ Re-deployment requires fresh go/no-go assessment

Isolation Principle

• Rollback at one location should NOT affect other locations
• Each location's integration should be independently controllable
• 🔵 Confirm this isolation capability with Dental Axess during pre-implementation

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Enterprise Integration

🔵 ☐ Contact Dental Axess for Dentrix Enterprise connector documentation ☐ Verify Dentrix version compatibility (typically requires version 17.0+) ☐ Enable Dentrix API access (requires Dentrix system administrator credentials) 🔵 ☐ Install Dental Axess connector module (vendor-guided installation) ☐ Configure data sync parameters:

• Sync frequency (recommended: every 15 minutes)
• Historical data range (recommended: 24 months)
• Data elements to sync (patient demographics, appointments, production, payments) ⚠️ ☐ Test connector in non-production environment if available ☐ Validate data accuracy: Compare 10 random patient records between systems ☐ Estimated time: 3–4 hours per location

Eaglesoft Integration

🔵 ☐ Contact Dental Axess for Eaglesoft connector documentation ☐ Verify Eaglesoft version compatibility (typically requires version 20.0+) ☐ Enable Eaglesoft database access (requires SQL Server credentials) 🔵 ☐ Configure database connection string (vendor-guided) ☐ Set up scheduled data extraction jobs ⚠️ ☐ Verify read-only access to prevent accidental data modification ☐ Validate data accuracy against source system ☐ Estimated time: 4–5 hours per location

Open Dental Integration

🔵 ☐ Contact Dental Axess for Open Dental API integration documentation ☐ Verify Open Dental version compatibility (typically requires version 21.0+) ☐ Generate Open Dental API key with appropriate permissions 🔵 ☐ Configure API endpoint in Dental Axess admin panel ☐ Set sync frequency and data scope ☐ Validate data accuracy against source system ☐ Estimated time: 2–3 hours per location (typically fastest integration)

Other PMS Systems

🔵 ☐ Contact Dental Axess for compatibility assessment and custom integration options ⚠️ Note: Non-standard PMS systems may require custom integration development (add 2–4 weeks to timeline)

Imaging System Integration (If Applicable)

🔵 ☐ Confirm which imaging systems Dental Axess supports for analytics integration ☐ Document imaging system versions at each location ☐ Configure imaging data connection (typically via DICOM or proprietary API) ☐ Validate image metadata flows correctly (study dates, patient links, image types) ☐ Estimated time: 2–3 hours per location

Test Environment Setup

Centralized Test Environment (Recommended for DSOs)

🟣 ☐ Decide on test environment approach: centralized sandbox vs. per-location testing ☐ Recommended: Create one centralized test environment with sample data from multiple locations 🔵 ☐ Request Dental Axess sandbox environment provisioning ☐ Load de-identified sample data representing your PMS mix ☐ Test all integration connectors in sandbox before production deployment ☐ Validate dashboard configurations and reports in sandbox ☐ Estimated time: 8–12 hours for sandbox setup and testing

Validation Checklist

☐ Data sync completes without errors ☐ Data refresh timing meets expectations (<15 minute latency) ☐ Patient counts match between PMS and Dental Axess ☐ Production totals match (within $100 tolerance for rounding) ☐ Appointment counts and statuses accurate ☐ Provider assignments correct ☐ Date ranges captured as configured ☐ Estimated time: 1–2 hours per location for validation

Data Migration / Historical Data Ingestion

☐ Define historical data scope (recommended: 24 months minimum) ☐ Coordinate historical data extraction timing (ideally during off-hours to minimize PMS performance impact) 🔵 ☐ Monitor initial historical data load (may take 4–8 hours for large practices) ⚠️ ☐ Validate historical data accuracy—spot-check metrics from 3, 6, and 12 months ago against original reports ☐ Estimated time: 1–2 hours setup + 4–8 hours load time (can run overnight)

Standardized vs. Location-Specific Configuration

Standardize Centrally (Same Across All Locations)

☐ Dashboard layouts and KPI definitions ☐ Report templates ☐ Data sync frequency ☐ User role definitions and permissions hierarchy ☐ Alert threshold defaults (e.g., "flag if AR >90 days exceeds $X") ☐ Data retention policies ☐ Security settings and access controls

Allow Location-Specific Configuration

☐ Provider-level dashboard customizations ☐ Local operational goals (if they vary by location) ☐ Specialty-specific metrics (ortho locations may need different KPIs than general practices) ☐ Office-specific scheduling parameters ☐ Local manager notification preferences

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

🔵 ☐ Confirm signed Business Associate Agreement (BAA) with Dental Axess ☐ Verify Dental Axess SOC 2 Type II certification (or equivalent security audit) ☐ Document data encryption standards (at rest and in transit) ☐ Confirm data center locations and compliance certifications ☐ Establish data access audit logging requirements ☐ Define data retention and deletion procedures

Access Control Configuration

☐ Configure role-based access control (RBAC) aligned with organizational hierarchy ☐ Implement SSO integration (if applicable) ☐ Set up multi-factor authentication (MFA) for administrative accounts ☐ Document user provisioning/deprovisioning procedures ☐ Test access controls: verify users can only see their authorized data ☐ Estimated time: 4–6 hours for access control setup

Compliance Documentation

☐ Document data flow diagram (PHI sources → Dental Axess → reports/dashboards) ☐ Update risk assessment to include Dental Axess integration ☐ Add Dental Axess to vendor management program ☐ Update workforce training to include Dental Axess PHI access ☐ Estimated time: 2–4 hours for documentation updates

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Select one champion per location meeting these criteria: ☐ Currently in an office manager, lead hygienist, or administrative lead role ☐ Demonstrated tech comfort (successfully adopted prior tools) ☐ Strong communication skills (can train others effectively) ☐ Respected by colleagues (credibility with providers and staff) ☐ Available capacity for training preparation and delivery ☐ Willingness to serve as first-line support during go-live

Champion Responsibilities

Phase	Champion Duties
Pre-Training	Complete champion certification, preview training materials
Training Delivery	Train all location staff using standardized materials
Go-Live Support	Serve as first-line support, escalate issues to regional/central team
Post-Launch	Collect feedback, identify optimization opportunities, train new hires

Champion Certification Process

🔵 ☐ Champions complete Dental Axess certified trainer program (typically 4–6 hours) ☐ Champions pass proficiency assessment (vendor-provided or custom) ☐ Champions review and customize location-specific training notes ☐ Champions conduct practice training session with feedback from central team ☐ Estimated time: 8–10 hours per champion for certification

Role-Specific Training Outlines

Providers (Dentists, Specialists)

Training Duration: 60–90 minutes Format: Live demo (can be delivered via video conference)

Content Outline:

1. Dashboard overview: Key metrics visible at a glance (15 min)
2. Production and collections tracking: How to view personal metrics (15 min)
3. Treatment acceptance analytics: What the data shows, how to use it (20 min)
4. Comparative benchmarking: Your metrics vs. location/organization averages (15 min)
5. Clinical decision support: How analytics informs treatment planning (10 min)
6. Q&A and practice navigation (15 min)

Common Resistance Points and Responses:

Resistance	Response
"I don't have time for another system"	"The dashboard is a glance—under 30 seconds to check daily. It replaces manual report review, saving time."
"I don't need a computer to tell me how I'm doing"	"This isn't about judgment—it's visibility. You're already performing well; this helps you prove it and identify opportunities you might miss."
"Will this be used to micromanage me?"	"The goal is informed decision-making, not surveillance. Provider-level data is for your own improvement; performance management uses aggregated metrics."

Day 1 Cheat Sheet for Providers:

DENTAL AXESS - PROVIDER QUICK REFERENCE

LOGIN: [SSO link] or [direct URL]
USERNAME: Your email
PASSWORD: Set during first login

TODAY'S METRICS: Dashboard → My Production (top left)

CHECK YOUR NUMBERS:
- Daily production: Main dashboard, green box
- MTD collections: Main dashboard, blue box  
- Case acceptance: Dashboard → Treatment tab

SOMETHING LOOKS WRONG?
1. Refresh browser (Ctrl+F5)
2. Check: Is PMS data entered correctly?
3. Still wrong? → Contact [Champion Name]

SUPPORT: [Champion Name] → [Regional Contact] → Help Desk

Hygienists

Training Duration: 30–45 minutes Format: Live demo or video (can be combined with provider training)

Content Outline:

1. Dashboard access and navigation basics (10 min)
2. Hygiene-specific metrics: patients per day, reappointment rate, perio percentage (15 min)
3. How your metrics contribute to practice performance (10 min)
4. Where to find help if needed (5 min)

Common Resistance Points and Responses:

Resistance	Response
"This is just more work"	"You're not entering data—this pulls from what's already in the PMS. It's view-only for you."
"I'm worried about being compared unfairly"	"Benchmarks account for patient mix and schedule differences. This is about finding opportunities, not blame."

Day 1 Cheat Sheet for Hygienists:

DENTAL AXESS - HYGIENIST QUICK REFERENCE

LOGIN: [SSO link] or [direct URL]

VIEW YOUR METRICS: Dashboard → Hygiene tab

YOUR KEY NUMBERS:
- Patients seen today
- Reappointment rate
- Perio treatment acceptance

SOMETHING LOOKS WRONG?
Check: Was appointment status updated in PMS?
Still wrong? → Ask [Champion Name]

Front Desk / Office Manager

Training Duration: 90–120 minutes Format: Live demo with hands-on practice

Content Outline:

1. Dashboard overview and daily monitoring routine (20 min)
2. Scheduling metrics: utilization, no-shows, cancellations (20 min)
3. Patient flow analytics: new patients, reactivation (15 min)
4. Running and customizing reports (20 min)
5. Alert configuration and notification settings (15 min)
6. Troubleshooting data discrepancies (15 min)
7. Administrative functions: user management (if applicable) (10 min)

Common Resistance Points and Responses:

Resistance	Response
"I already run reports—why another system?"	"This consolidates your reports and adds trend analysis. Less clicking, more insight."
"What if the data is wrong?"	"The data comes directly from your PMS. If it's wrong here, it's wrong there—which we want to catch."

Day 1 Cheat Sheet for Front Desk / Office Manager:

DENTAL AXESS - OFFICE MANAGER QUICK REFERENCE

LOGIN: [SSO link] or [direct URL]

MORNING ROUTINE:
1. Check Dashboard → Today's Schedule
2. Review no-show alerts from yesterday
3. Note any data sync issues (red banner = problem)

COMMON REPORTS:
- Daily production: Reports → Daily Summary
- AR aging: Reports → Collections → Aging
- Schedule utilization: Reports → Operations → Utilization

RUN A CUSTOM REPORT:
Reports → Custom → Select date range → Select metrics → Export

DATA LOOKS WRONG?
1. Check PMS—is source data correct?
2. Wait 15 minutes for next sync