Dental Claim Support (DCS) — Implementation Playbook (DSO)

Dental Claim Support (DCS) Implementation Playbook

Revenue Cycle AI for Dental Service Organizations

---

1. Executive Summary

What DCS Does

Dental Claim Support (DCS) is an AI-powered revenue cycle management platform that automates claims processing, denial management, and insurance verification workflows. The system uses machine learning to predict claim outcomes, automatically appeal denials, and optimize coding accuracy to maximize reimbursement rates across your organization.

Why DSOs Benefit at Scale

Revenue cycle inefficiencies compound exponentially across locations. A 3% denial rate across 30 locations with $500K average monthly collections means $450K in at-risk revenue monthly—and the administrative labor to chase it. DCS delivers three distinct scale advantages:

1. Standardization: Eliminates billing practice variation across locations, ensuring consistent claim submission quality regardless of local staff experience
2. Data Aggregation: Machine learning improves with volume—your 30+ locations train a smarter model than any single practice could achieve alone
3. Centralized Visibility: Real-time dashboards expose underperforming locations before small problems become six-figure write-offs

Expected Timeline

• Decision to Pilot Launch: 4–6 weeks
• Pilot Evaluation: 4–6 weeks (2–3 locations)
• Full Deployment Across All Locations: 12–18 weeks from decision point

For a 30-location DSO, expect full deployment in approximately 4–5 months with parallel operations at legacy and deployed sites during transition.

---

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

Technical Requirements

Network Standards Across Locations

☐ Minimum 50 Mbps upload/download at each location (DCS processes claims in real-time) ☐ Firewall configuration to whitelist DCS IP ranges (vendor will provide list) 🔵 ☐ VPN or dedicated tunnel for PHI transmission if required by your security policy

Hardware Requirements

☐ No dedicated hardware required—DCS is cloud-native ☐ Workstations must run Chrome 90+, Edge 90+, or Firefox 85+ ☐ Dual monitors recommended for billing staff (DCS dashboard + PMS side-by-side)

Software/Integration Requirements

☐ Practice Management System version compatibility check:

• Dentrix G7.3 or higher
• Eaglesoft 21.0 or higher
• Open Dental 22.1 or higher
• Other PMS: Confirm API availability with vendor 🔵 ☐ Clearinghouse integration verification (DCS integrates directly with major clearinghouses or can serve as your clearinghouse)

Hosting Decision 🟣

Option	Pros	Cons	Recommended For
Centralized Cloud (DCS-hosted)	Single configuration, automatic updates, no local IT burden	Requires reliable internet at all sites	Most DSOs
Hybrid (Central + local cache)	Offline resilience, faster local processing	Higher complexity, more IT overhead	DSOs with unreliable connectivity

Recommendation: Centralized cloud hosting unless 20%+ of locations have documented connectivity issues.

---

Vendor Onboarding Steps

Week	Action	DCS Contact	Your Contact
1	Kick-off call and scoping	Implementation Manager	VP Operations + IT Lead
1	Execute BAA and data sharing agreement 🔵	Legal/Compliance	Legal Counsel
1	Establish SSO requirements	Technical Lead	IT Security
2	API credential provisioning 🔵	Technical Lead	IT Lead
2	Training environment setup 🔵	Training Specialist	Training Coordinator

Key Contacts to Establish: ☐ DCS Implementation Manager (your primary point of contact) ☐ DCS Technical Support escalation path (Tier 1, 2, 3 contacts) ☐ DCS Customer Success Manager (post-launch relationship owner) ☐ Your internal DCS project lead (single point of accountability)

---

Data/Access Prerequisites

System Access Required

☐ PMS admin credentials for integration configuration (each location or central if enterprise PMS) ☐ Clearinghouse portal admin access ☐ ERA/EOB feed access for payment posting automation ☐ Insurance verification portal credentials (if separate system)

Historical Data for AI Training

☐ 24 months of claims history export (CSV or API pull) ⚠️ ☐ Denial reason codes with resolution outcomes ☐ Fee schedules by payer (current and historical) ☐ Provider credentialing status by payer

⚠️ Common Failure Point: Claims history exports often take 2–3x longer than expected. Start this process on Day 1.

Enterprise SSO Configuration

☐ SAML 2.0 or OAuth 2.0 identity provider confirmation ☐ User provisioning method (SCIM, manual, or hybrid) ☐ Role-based access control mapping:

• Executive (dashboard only)
• Regional Manager (multi-location view)
• Office Manager (single location + reports)
• Billing Staff (claims workflow)
• Read-only Auditor

---

Stakeholder Alignment Map 🟣

Stakeholder	Needs to Know	Needs to Approve	Communication Cadence
Board/Investors	Strategic rationale, expected ROI, timeline	Budget allocation	Monthly progress brief
CEO/COO	Implementation timeline, risk factors, success metrics	Go/no-go between waves	Bi-weekly status
CFO	Cost structure, ROI model, cash flow impact	Contract terms	Weekly during deployment
VP Operations	Detailed rollout plan, location sequencing	Wave advancement	Daily during active waves
Chief Dental Officer	Clinical workflow impacts (minimal for RCM)	Provider communication	As needed
IT Leadership	Technical requirements, security review	Integration approach	Weekly technical syncs
Regional Managers	Location-specific timelines, champion selection	Local resource allocation	Weekly during their region's wave
Office Managers	Training schedule, workflow changes, go-live date	Staff scheduling for training	Weekly pre-launch, daily at go-live
Billing Staff	Detailed workflow training, support resources	N/A	Intensive training week

---

Baseline Metrics Capture ⚠️

Critical: Capture these metrics identically across all locations before any deployment. Inconsistent measurement makes ROI impossible to prove.

Required Baseline Metrics (Capture for 3 prior months, by location)

Metric	Definition	Source	Target Improvement
Clean Claim Rate	% of claims accepted on first submission	Clearinghouse reports	+8–15%
Days in A/R	Average days from service to payment	PMS aging report	-10–20 days
Denial Rate	% of claims denied (initial)	Clearinghouse + PMS	-40–60%
Denial Overturn Rate	% of denied claims successfully appealed	PMS/manual tracking	+25–40%
Cost to Collect	Total RCM labor cost ÷ collections	Payroll + collections	-15–25%
Write-off Rate	Uncollected insurance balance ÷ total charges	PMS adjustment report	-20–35%
Time to Claim Submission	Days from DOS to claim submission	PMS	-50–70%
Verification Accuracy	% of eligibility checks requiring correction	Manual audit	+30–50%

Standardized Measurement Protocol

☐ Pull reports for identical date ranges across all locations (recommend: trailing 90 days) ☐ Use identical report parameters (exclude test claims, include all payers) ☐ Document any known data quality issues by location ☐ Store baseline data in central repository with timestamp ☐ Assign one person to validate cross-location consistency before finalizing 🟣

---

3. Location Readiness Assessment

Scoring Framework

Rate each location 1–5 on the following factors, then calculate composite score.

Factor 1: IT Infrastructure Maturity (Weight: 20%)

Score	Criteria
5	Fiber internet (100+ Mbps), hardware <2 years old, current PMS version
4	Cable internet (50+ Mbps), hardware <3 years old, PMS one version behind
3	Cable internet (25–50 Mbps), hardware <4 years old, PMS supported version
2	DSL or unreliable cable, aging hardware, PMS requires upgrade
1	Connectivity issues documented, hardware failing, PMS unsupported

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

Score	Criteria
5	<15% annual turnover, prior successful tech adoption, proactive training culture
4	15–25% turnover, neutral tech adoption history, adequate training compliance
3	25–35% turnover, mixed tech adoption results, training requires reinforcement
2	35–50% turnover, tech adoption struggles documented, training resistance
1	>50% turnover, failed prior implementations, active resistance to change

Factor 3: Patient Volume (Weight: 15%)

Score	Criteria	Risk Note
5	Top 20% by monthly visits	High impact, requires experienced champion
4	60–80th percentile	Strong ROI potential
3	40–60th percentile	Balanced risk/reward—ideal for pilot
2	20–40th percentile	Lower stakes for testing
1	Bottom 20%	Limited ROI but safe testing ground

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

Score	Criteria
5	Same PMS as majority of portfolio, standard clearinghouse, no custom integrations
4	Common PMS with minor customizations, standard integrations
3	Supported PMS with moderate customization, may need configuration adjustments
2	Less common PMS or significant customizations, integration risk
1	Unsupported PMS, requires upgrade or replacement before deployment

Factor 5: Local Champion Availability (Weight: 20%)

Score	Criteria
5	Tech-forward office manager or billing lead, eager to participate, respected by peers
4	Capable staff member willing to champion, adequate peer influence
3	No obvious champion but stable management, can develop one
2	Management stretched thin, champion would be an additional burden
1	No viable champion, management instability, or active resistance

---

Composite Score Calculation

Formula: (IT × 0.20) + (Staff × 0.20) + (Volume × 0.15) + (Tech × 0.25) + (Champion × 0.20) = Readiness Score

Score Interpretation

Composite Score	Readiness Tier	Rollout Recommendation
4.0–5.0	Tier 1: High Readiness	Wave 1 pilot candidate
3.0–3.9	Tier 2: Moderate Readiness	Wave 2–3
2.0–2.9	Tier 3: Low Readiness	Wave 4+ or remediation required
<2.0	Tier 4: Not Ready	Remediation plan before deployment

---

Sample Readiness Assessment Output

Location	IT (20%)	Staff (20%)	Volume (15%)	Tech (25%)	Champion (20%)	Composite	Wave
Main Street	4	5	3	5	5	4.45	1
Riverside	5	4	4	4	4	4.20	1
Oakwood	3	3	3	4	3	3.25	2
Hillside	2	2	2	3	2	2.30	4 (remediate)

---

Rollout Sequence Recommendations

Wave 1 Selection Criteria

Select 2–3 locations that meet ALL of the following: ☐ Composite score ≥ 4.0 ☐ Volume score of 3 (mid-range)—high enough impact to validate, low enough to manage risk ☐ At least one location using your most common PMS (representative of portfolio) ☐ Geographic proximity to central support resources (if on-site support planned) ☐ Champion has expressed genuine enthusiasm (not just compliance)

Diversity in Wave 1

Ensure Wave 1 includes at least two of: ☐ Different PMS configurations ☐ Different geographic regions ☐ Different volume tiers (one high, one moderate)

This diversity surfaces integration issues before scale.

---

4. Rollout Strategy

Wave Structure Recommendation

For a 25-location DSO (adjust proportionally):

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3 locations	6 weeks	Validate integration, refine training, identify issues
Wave 2	5–6 locations	4 weeks	Scale learnings, build internal expertise
Wave 3	8–10 locations	4 weeks	Accelerated deployment with proven playbook
Wave 4	Remaining	4 weeks	Complete rollout, address remediated locations

Timeline Visualization

Week:  1  2  3  4  5  6  7  8  9  10 11 12 13 14 15 16 17 18
Wave 1: ████████████████████████
Wave 2:                         ████████████████
Wave 3:                                         ████████████████
Wave 4:                                                         ████████
        ↑                       ↑               ↑               ↑
      Pilot                 Go/No-Go 1     Go/No-Go 2      Full Deploy

Buffer Between Waves: 1 week minimum for documentation, training refinement, and leadership review.

---

Wave 1 Pilot: Detailed Plan

Week 1–2: Pre-Pilot Setup

☐ Complete technical integration at pilot locations 🔵 ☐ Configure location-specific settings (fee schedules, payer mix) ☐ Deploy test claims through DCS (shadow mode—no live impact) ☐ Train pilot location champions (intensive 2-day program) 🔵 ☐ Champions train their local teams ☐ Conduct go-live readiness assessment

Week 3–4: Parallel Run Period

☐ All claims processed through BOTH legacy workflow AND DCS ☐ DCS outputs reviewed but not actioned ☐ Compare DCS recommendations against actual outcomes ☐ Document discrepancies for AI model refinement ☐ Daily 15-minute check-ins between champion and central team

Week 5–6: Live Operations + Evaluation

☐ Transition to DCS as primary workflow (legacy as backup) ☐ Monitor real-time dashboards for anomalies ☐ Weekly champion calls escalate issues ☐ Collect quantitative metrics and qualitative feedback ☐ Prepare Wave 1 evaluation report 🟣

---

Go/No-Go Criteria 🟣

To Advance from Wave 1 to Wave 2

Criterion	Threshold	Measurement
System Uptime	≥99.5% during pilot	DCS dashboard
Integration Stability	Zero data sync failures in final 2 weeks	Error logs
Clean Claim Rate	Improvement OR no degradation	Comparison to baseline
Staff Adoption	≥80% of claims processed through DCS	Usage metrics
Champion Confidence	All champions rate "ready to proceed"	Champion survey
Unresolved Critical Issues	Zero	Issue tracker

Decision Meeting: Schedule 90 minutes with VP Operations, IT Lead, and DCS Implementation Manager. 🔵 🟣

---

Rollback Plan ⚠️

Triggers for Wave Pause

• System uptime falls below 98% for 48+ hours
• Integration failure affects claim submission
• Clean claim rate degrades by >5% vs. baseline
• Two or more locations report critical workflow disruption
• Security incident or PHI exposure

Rollback Procedure

Action	Owner	Timeline
1. Notify DCS support of pause 🔵	IT Lead	Immediate
2. Communicate to affected locations	Regional Manager	Within 2 hours
3. Revert to legacy workflow	Office Managers	Within 4 hours
4. Continue processing claims through legacy	Billing Staff	Immediate
5. Root cause analysis with vendor 🔵	IT Lead + DCS	Within 48 hours
6. Develop remediation plan	Project Lead	Within 1 week
7. Executive briefing on path forward 🟣	VP Operations	Within 1 week

Critical: Legacy workflows must remain functional and documented until Wave 4 completion.

---

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix G7 Integration

Estimated Time: 4–6 hours per location (2 hours if using centralized Dentrix Enterprise)

Step	Action	Time	Owner
1	Export API credentials from Dentrix Admin 🔵	15 min	IT Admin
2	Configure DCS connection in Dentrix Integration Hub	30 min	DCS Tech 🔵
3	Map procedure codes and fee schedules	60 min	Billing Lead
4	Configure ERA/EOB import pathway	45 min	DCS Tech 🔵
5	Test patient demographic sync	30 min	IT Admin
6	Test claim submission flow (test environment)	60 min	Billing Lead + DCS 🔵
7	Validate insurance eligibility integration	30 min	Front Desk

⚠️ Common Failure Point: Dentrix custom tables for employer groups often require manual mapping.

Eaglesoft 21+ Integration

Estimated Time: 3–5 hours per location

Step	Action	Time	Owner
1	Enable Eaglesoft API access in Patterson settings	20 min	IT Admin
2	Generate API key and share securely with DCS 🔵	15 min	IT Admin
3	DCS configures bidirectional sync 🔵	60 min	DCS Tech
4	Map procedure code crosswalk	45 min	Billing Lead
5	Configure attachment handling	30 min	DCS Tech 🔵
6	Test claim creation and status sync	45 min	Billing Lead
7	Validate payment posting pathway	30 min	Billing Lead

Open Dental Integration

Estimated Time: 2–4 hours per location (Open Dental's API is more accessible)

Step	Action	Time	Owner
1	Generate API credentials in Open Dental	10 min	IT Admin
2	Configure DCS webhook endpoints 🔵	30 min	DCS Tech
3	Enable real-time claim sync	20 min	DCS Tech 🔵
4	Map fee schedules and payer configurations	45 min	Billing Lead
5	Test end-to-end claim flow	45 min	Billing Lead + DCS 🔵
6	Configure automated eligibility checks	30 min	Front Desk

---

Clearinghouse Integration

Clearinghouse	Integration Method	DCS Support	Notes
Tesia	Direct API	Full	Recommended—native integration
DentalXChange	Direct API	Full	Strong payor network
Vyne Dental (NEA)	Direct API	Full	Common choice
Availity	API + SFTP hybrid	Partial	May require custom config 🔵
Office Ally	SFTP	Limited	Manual verification recommended

⚠️ Decision Point: DCS can function as your clearinghouse, consolidating routing through their platform. Evaluate switching costs vs. simplicity gains. 🟣

---

Test Environment Setup

Centralized Testing Approach (Recommended for DSOs)

☐ Request DCS sandbox environment provisioned with your PMS demo data 🔵 ☐ Configure sandbox with representative sample of 3 locations' settings ☐ Create test patient records mirroring common scenarios:

• New patient with insurance
• Existing patient, insurance change
• Patient with dual coverage
• Medicaid patient (if applicable)
• Out-of-network scenario ☐ Assign testing team (1 IT, 1 Billing Lead, 1 Office Manager) ☐ Execute test scripts for each integration point

Validation Checklist

Test Case	Expected Outcome	Pass/Fail
Patient demographic sync	All fields populate accurately	☐
Insurance verification	Eligibility returned within 30 seconds	☐
Claim creation	Claim appears in DCS queue with correct codes	☐
Claim submission	Claim transmits to clearinghouse successfully	☐
Denial receipt	Denial imported with reason code within 4 hours	☐
Auto-appeal generation	AI generates appeal letter matching denial reason	☐
ERA/EOB import	Payment posts to correct patient account	☐
Report accuracy	DCS metrics match PMS aging reports	☐

---

Data Migration

Historical Claims Import

DCS AI models improve significantly with historical data. Import priority:

Data Type	Priority	Retention Period	Import Method
Claims history (all)	Critical	24 months	Bulk CSV upload 🔵
Denial reason codes	Critical	24 months	Bulk CSV upload 🔵
Appeal outcomes	High	24 months	Bulk CSV upload 🔵
Fee schedules	Critical	Current	Manual entry or API
Payer contracts	High	Current	PDF upload + AI extraction 🔵
Provider credentials	Critical	Current	Manual entry or CAQH sync

Timeline: Allow 1–2 weeks for data extraction, cleansing, and import validation. Do not rush this step. ⚠️

---

Enterprise HIPAA Compliance Checklist

Documentation Required

☐ Business Associate Agreement (BAA) executed with DCS 🔵 ☐ Data Processing Agreement (DPA) if operating in states with additional requirements ☐ DCS SOC 2 Type II report reviewed by your security team ☐ DCS penetration test results reviewed (request annual report) 🔵 ☐ Data residency confirmation (US-based servers for PHI)

Access Control Configuration

☐ Role-based access control (RBAC) configured matching organizational hierarchy ☐ Minimum necessary access principle applied to each role ☐ Audit logging enabled for all PHI access ☐ Session timeout configured (recommend: 15 minutes inactivity) ☐ Multi-factor authentication (MFA) enabled for all users

Data Governance

☐ Data retention policy aligned with state requirements (minimum 7 years) ☐ Data deletion procedures documented for patient requests ☐ Breach notification procedures documented and tested ☐ PHI export and portability procedures verified

Ongoing Compliance

☐ Quarterly access review process established ☐ Annual security assessment scheduled ☐ DCS compliance attestation schedule confirmed 🔵

---

Standardized vs. Location-Specific Configuration

Standardize Centrally (Identical Across All Locations)

Setting	Rationale
User role definitions	Consistent permissions across org
Denial appeal templates	Brand consistency, legal review
Reporting metrics and definitions	Cross-location comparability
Payer prioritization rules	Organizational payer strategy
Automation thresholds	Predictable behavior
Security settings	Compliance consistency
Integration configurations (same PMS)	Reduce support burden

Allow Local Discretion

Setting	Rationale
Fee schedules	Local market variation
Provider-specific preferences	Individual workflow needs
Payer mix weighting	Regional payer penetration differs
Work queue prioritization	Local volume patterns
Notification preferences	Staff availability varies
Specialty-specific coding rules	GP vs. specialty locations

---

6. Team Training Plan (Train-the-Trainer Model)

Champion Selection Criteria

Select one champion per location who meets the following criteria:

Criterion	Importance	Screening Question
Technical comfort	Critical	"Have they successfully adopted new software in the past 2 years?"
Peer respect	Critical	"Do other staff seek their help with systems issues?"
Availability	High	"Can they dedicate 15% of time to champion duties for 8 weeks?"
Communication skills	High	"Can they explain complex processes simply?"
Longevity	Moderate	"Are they likely to remain in role for 12+ months?"
Enthusiasm	Moderate	"Did they volunteer or need convincing?"

Champion Responsibilities

• Complete intensive 2-day certification training with DCS 🔵
• Train all billing and front desk staff at their location
• Serve as first-line support for workflow questions
• Conduct daily check-ins with central team during go-live week
• Collect and escalate feedback
• Identify and document local workflow adaptations
• Train new hires on DCS workflow

Champion Certification Program

Day	Focus	Format	Owner
Day 1 AM	Platform overview, navigation, core workflows	Live virtual (3 hr)	DCS Trainer 🔵
Day 1 PM	Claims submission, denial management, reporting	Live virtual (3 hr)	DCS Trainer 🔵
Day 2 AM	Advanced features, troubleshooting, edge cases	Live virtual (3 hr)	DCS Trainer 🔵
Day 2 PM	Train-the-trainer methodology, materials review	Live virtual (2 hr)	DCS + Internal L&D
Day 2 Final	Certification assessment (80% pass threshold)	Online quiz (1 hr)	DCS 🔵

---

Role-Specific Training Outlines

Billing Staff Training (Delivered by Champion)

Estimated Time: 4 hours (can split across 2 days)

Module 1: Platform Fundamentals (60 min)

• Logging in, navigation, dashboard overview
• Work queue structure and prioritization
• Patient and claim search functionality
• Personal settings and notifications

Module 2: Claims Workflow (90 min)

• Reviewing AI-prepared claims before submission
• Understanding AI confidence scores
• When and how to override AI recommendations ⚠️
• Attachment handling and documentation
• Batch submission process

Module 3: Denial Management (60 min)

• Denial notification and prioritization
• AI-generated appeal review and customization
• Manual appeal creation for edge cases
• Tracking appeal status and outcomes
• Escalation procedures for complex denials

Module 4: Reporting and Optimization (30 min)

• Personal productivity metrics
• Location-level dashboards
• Identifying trends and patterns
• Feedback submission process

Common Resistance Points and Responses

Objection	Response
"The AI will replace my job"	"DCS handles the repetitive claims so you can focus on complex cases and patient issues that require human judgment. We expect your role to become more valuable, not less."
"I don't trust the AI's recommendations"	"You have full visibility into why DCS made each recommendation, and you retain override authority. Start by verifying a sample—most billers find the AI is right 95%+ of the time."
"This is just more work during transition"	"Yes, the first two weeks require parallel effort. After that, most billers report saving 2–3 hours daily. The short-term investment has a significant payoff."
"Our payers are unique/difficult"	"DCS has processed [X million] claims across [X thousand] practices. If there's a payer quirk, the model has likely seen it. And you can train the system on your local patterns."

Billing Staff Day 1 Cheat Sheet

┌─────────────────────────────────────────────────────────────────┐
│                DCS DAILY WORKFLOW - QUICK REFERENCE             │
├─────────────────────────────────────────────────────────────────┤
│ MORNING ROUTINE (First 30 min)                                  │
│ 1. Log in → Check Dashboard → Note any overnight denials        │
│ 2. Review "Needs Attention" queue first (AI flagged issues)     │
│ 3. Process claims in priority order (DCS pre-sorts by urgency)  │
├─────────────────────────────────────────────────────────────────┤
│ CLAIM SUBMISSION                                                │
│ • Green confidence = Submit (AI is confident)                   │
│ • Yellow confidence = Review → Fix issue → Submit               │
│ • Red confidence = Escalate to champion or supervisor           │
├─────────────────────────────────────────────────────────────────┤
│ DENIAL HANDLING                                                 │
│ 1. Click denial → Review AI appeal draft                        │
│ 2. Verify patient info and attachments                          │
│ 3. Edit if needed → Submit appeal                               │
│ 4. If unsure, flag for champion review                          │
├─────────────────────────────────────────────────────────────────┤
│ WHEN TO OVERRIDE AI                                             │
│ ✓ You have information the system doesn't (patient said X)      │
│ ✓ Local payer has undocumented rule                             │
│ ✓ Something feels wrong (trust your experience)                 │
│ ✗ Don't override just because "that's how we always did it"     │
├─────────────────────────────────────────────────────────────────┤
│ HELP & SUPPORT                                                  │
│ → Champion: [Name, ext/chat]                                    │
│ → DCS Support: Help icon (bottom right) or 1-800-XXX-XXXX       │
│ → Urgent: Escalate to Office Manager                            │
└─────────────────────────────────────────────────────────────────┘

---

Front Desk / Office Manager Training (Delivered by Champion)

Estimated Time: 2 hours

Module 1: Eligibility Verification (45 min)

• Real-time eligibility check workflow
• Understanding verification results
• Handling partial or unclear responses
• Patient communication when issues arise

Module 2: Administrative Functions (45 min)

• User management (if office manager)
• Report generation and interpretation
• Staff productivity monitoring
• Scheduling and queue management

**Module 3: Patient-