DentalXChange — Implementation Playbook (DSO)

DentalXChange Implementation Playbook

Revenue Cycle AI for Dental Service Organizations

---

1. Executive Summary

What DentalXChange Does

DentalXChange is a comprehensive revenue cycle management platform that automates eligibility verification, claims submission, attachment management, and payment posting while leveraging AI to identify claim errors before submission, predict denial likelihood, and optimize reimbursement workflows. The platform connects dental practices to over 2,000 payers through a single integration, eliminating the need for multiple clearinghouse relationships and manual verification processes.

Why DSOs Specifically Benefit from Revenue Cycle AI

At scale, revenue cycle inefficiencies compound exponentially—a 2% claim denial rate across 30 locations represents a fundamentally different problem than the same rate at a single practice. DSOs benefit from revenue cycle AI in three critical ways:

1. Standardization Advantage: Centralized claim scrubbing rules and attachment requirements eliminate location-by-location variation in submission quality, reducing the "tribal knowledge" problem where one office manager knows the tricks for a specific payer while others don't.

2. Data Aggregation Power: Cross-location denial data enables pattern recognition impossible at the single-practice level—identifying that a specific payer in a specific region has changed their D4341 documentation requirements before the information reaches every location through trial and error.

3. Economies of Scale: Centralized credentialing management, unified payer enrollment, and aggregate reporting reduce the per-location administrative burden while providing leadership with portfolio-wide visibility into revenue cycle health.

Expected Timeline

Phase	Duration	Milestone
Decision to Contract	2–3 weeks	BAA executed, enterprise agreement signed
Pre-Implementation	2 weeks	Technical requirements verified, baselines captured
Wave 1 Pilot (2–3 locations)	3–4 weeks	Full deployment and stabilization
Wave 2 Expansion (5–8 locations)	4–5 weeks	Scaled deployment with refined processes
Wave 3+ Remaining Locations	6–10 weeks	Full portfolio deployment
Total Decision to Full Deployment	16–24 weeks	Dependent on portfolio size and complexity

---

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

Technical Requirements

Hardware Requirements

☐ Workstations with minimum 4GB RAM, modern browser (Chrome 90+, Edge 90+, Firefox 88+) ☐ Dual monitors recommended for billing staff (not required) ☐ Scanner compatibility verified for attachment capture (TWAIN-compatible) ☐ Signature pads compatible if using electronic consent features

Software Requirements

☐ Practice Management System version verification against DentalXChange compatibility matrix ☐ Windows 10/11 or macOS 10.15+ on all billing workstations ☐ .NET Framework 4.7.2+ for desktop connector (if applicable) ☐ PDF reader installed for EOB/ERA viewing

Network Requirements

☐ Minimum 25 Mbps download / 10 Mbps upload per location ☐ Firewall rules configured to allow outbound HTTPS to DentalXChange endpoints ☐ Static IP or VPN configuration if required by enterprise security policy ☐ Verify no content filtering blocking API calls

Integration Requirements

☐ PMS integration method confirmed (direct API, HL7, desktop connector, or manual bridge) ☐ Clearinghouse transition plan if replacing existing clearinghouse ☐ ERA/EFT enrollment status with each payer documented ☐ Attachment workflow compatibility (NEA, DentalXChange FastAttach, or other)

🔵 Vendor Onboarding Steps

Step	Owner	Timeline
☐ Execute enterprise Business Associate Agreement (BAA)	Legal / Vendor	Day 1–3
☐ Complete enterprise customer application	Operations	Day 2–4
☐ Receive enterprise admin portal credentials	Vendor	Day 4–5
☐ Schedule implementation kickoff call	Project Lead / Vendor	Day 5
☐ Assign dedicated implementation specialist	Vendor	Day 5
☐ Establish support escalation contacts	Vendor	Day 7
☐ Receive API documentation and sandbox access	Vendor	Day 7–10

Key Contacts to Establish

• Implementation Specialist: Primary point of contact during deployment
• Technical Integration Engineer: For PMS and API connectivity issues
• Payer Enrollment Specialist: For ERA/EFT setup and credentialing questions
• Enterprise Support Manager: Escalation point for multi-location issues
• Customer Success Manager: Post-implementation optimization partner

Data/Access Prerequisites

Logins and Credentials

☐ Enterprise admin account created with appropriate role-based access ☐ Location-level admin accounts provisioned for each site ☐ API keys generated for PMS integration (if applicable) ☐ SSO configuration completed with identity provider (if using)

Payer Information Required

☐ Complete payer ID list for all contracted insurance companies ☐ ERA enrollment status per payer per location ☐ EFT enrollment status per payer per location ☐ Current clearinghouse contracts and termination notice requirements

Historical Data Access

☐ 12 months of claim submission history (for AI baseline training) ☐ Denial reason codes and resolution data (if available) ☐ Current A/R aging reports by location ☐ Provider NPI and credentialing status documentation

🟣 Internal Stakeholder Alignment

Who Needs to Be Informed

Stakeholder	Communication Need	Timing
CFO / VP Finance	Budget approval, ROI expectations, cash flow impact	Pre-decision
Chief Dental Officer	Clinical workflow impact, provider time requirements	Pre-decision
VP Operations	Resource allocation, timeline, location coordination	Pre-decision
Regional Managers	Rollout sequence, location-level responsibilities	Week 1
IT Director	Technical requirements, security review, integration effort	Week 1
Office Managers	Local preparation tasks, staff scheduling for training	Week 2
Billing Team Leads	Workflow changes, transition plan, training schedule	Week 2

Who Needs to Approve

Approval	Stakeholder	Documentation Required
☐ Budget allocation	CFO	ROI projection, contract terms
☐ BAA execution	Legal / Compliance	Security assessment, BAA review
☐ Technical integration	IT Director	Architecture review, security checklist
☐ Rollout timeline	VP Operations	Resource plan, location sequence
☐ Go-live authorization per wave	Regional Manager	Readiness confirmation

Baseline Metrics to Capture BEFORE Go-Live

⚠️ Critical: Capture These Metrics Identically Across All Locations

Revenue Cycle Metrics (by location)

Metric	Definition	Capture Method
☐ Clean claim rate	% of claims accepted on first submission	PMS claims report
☐ Days in A/R	Average days from service to payment	PMS aging report
☐ Denial rate	% of claims denied (any reason)	PMS or clearinghouse report
☐ Denial reasons distribution	Top 5 denial codes by frequency	Manual or clearinghouse report
☐ Time to claim submission	Days from DOS to claim sent	PMS workflow report
☐ Attachment turnaround	Days from claim to attachment submission	Manual tracking
☐ Cost per claim	Staff time × hourly rate ÷ claims submitted	Time study
☐ Collections as % of production	Total collections ÷ total production	PMS financial report
☐ Write-off rate	Total write-offs ÷ total production	PMS financial report
☐ Eligibility verification accuracy	% of verifications matching actual benefits	Post-treatment audit

Operational Metrics (by location)

Metric	Definition	Capture Method
☐ Billing staff FTEs	Headcount dedicated to RCM tasks	HR records
☐ Claims submitted per staff per day	Average productivity metric	Time tracking
☐ Hours spent on eligibility verification	Weekly aggregate	Time study
☐ Hours spent on claim follow-up	Weekly aggregate	Time study
☐ Phone time with payers	Weekly aggregate	Phone system logs

Standardization Requirements for Cross-Location Comparison

⚠️ Critical Failure Point: Inconsistent metric definitions will invalidate ROI analysis

☐ Create centralized data dictionary defining each metric precisely ☐ Specify exact PMS report names and parameters to use ☐ Define measurement period (recommend: full calendar month before kickoff) ☐ Assign single owner responsible for baseline data collection across all locations ☐ Validate data quality—flag any location with incomplete or suspicious data

Enterprise-Level Requirements

Network Standards Across Locations

☐ Document current network infrastructure at each location ☐ Identify locations requiring network upgrades before deployment ☐ Standardize firewall rules across all locations ☐ Verify VPN or direct connectivity method for centralized reporting

Centralized vs. Location-Level Hosting Decision

🟣 Executive Decision Required

Approach	Pros	Cons	Recommendation
Centralized hosting	Single point of management, consistent configuration, easier upgrades	Single point of failure, requires robust connectivity	Recommended for DSOs with reliable network infrastructure
Location-level hosting	Resilient to network outages, local control	Inconsistent configurations, complex upgrades, harder to support	Not recommended
Hybrid (centralized with local cache)	Best of both worlds	More complex setup	Consider for locations with unreliable connectivity

SSO Integration

☐ Confirm identity provider compatibility (Azure AD, Okta, Google Workspace, etc.) ☐ Map existing user roles to DentalXChange permission levels ☐ Plan provisioning/deprovisioning workflow for employee changes ☐ Test SSO in sandbox environment before production rollout

Centralized Credentialing

☐ Inventory all provider NPIs across portfolio ☐ Document current credentialing status with each payer ☐ Plan credentialing migration timeline (can take 30–90 days per payer) ☐ Assign credentialing ownership (central team vs. location)

---

3. Location Readiness Assessment

Scoring Framework

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

Factor 1: IT Infrastructure Maturity

Score	Criteria
1	Network <10 Mbps, hardware >5 years old, PMS 3+ versions behind
2	Network 10–25 Mbps, hardware 4–5 years old, PMS 2 versions behind
3	Network 25–50 Mbps, hardware 2–3 years old, PMS 1 version behind
4	Network 50–100 Mbps, hardware 1–2 years old, current PMS version
5	Network >100 Mbps, hardware <1 year old, current PMS version, prior integrations successful

Assessment Questions:

• What is the measured network speed at this location?
• When was the most recent hardware refresh?
• What PMS version is currently running?
• Has this location successfully integrated other cloud-based tools?

Factor 2: Staff Tenure and Adaptability

Score	Criteria
1	>50% annual turnover, no prior tech implementations, known resistance culture
2	30–50% turnover, one failed tech implementation, some resistance
3	20–30% turnover, mixed tech implementation history
4	10–20% turnover, successful prior implementations, generally adaptable
5	<10% turnover, enthusiastic adopters, strong training completion rates

Assessment Questions:

• What is the 12-month turnover rate for billing staff at this location?
• How did the most recent technology change go at this location?
• What is the training completion rate for required courses?
• Is there documented resistance to previous changes?

Factor 3: Patient Volume Impact/Risk

Score	Criteria
1	Top 10% of portfolio by volume—highest impact but highest risk
2	75th–90th percentile volume
3	50th–75th percentile volume—balanced impact and risk
4	25th–50th percentile volume
5	Bottom 25% volume—lower risk for piloting

Note: For pilot locations, lower volume (higher score) is actually preferable. For later waves, prioritize higher-volume locations to maximize ROI impact.

Assessment Questions:

• What is the monthly claim volume at this location?
• What percentile does this represent across the portfolio?
• What is the revenue at risk if there's a billing disruption?

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
1	Non-standard PMS, custom integrations, multiple legacy systems
2	Supported PMS but complex custom workflows
3	Standard PMS with some customization
4	Standard PMS with typical configuration
5	Standard PMS with existing DentalXChange-compatible integrations

Assessment Questions:

• Which PMS is running at this location?
• Are there custom integrations or workarounds in place?
• Is the current clearinghouse compatible with DentalXChange for parallel operation?
• What imaging system is in use for attachment capture?

Factor 5: Local Champion Availability

Score	Criteria
1	No tech-comfortable staff, office manager is change-resistant
2	Office manager is neutral, no clear champion
3	One staff member is tech-comfortable but not in leadership
4	Office manager is tech-forward and supportive
5	Office manager is enthusiastic champion with influence on other locations

Assessment Questions:

• Is the office manager supportive of this initiative?
• Is there a billing team member who typically leads adoption of new tools?
• Has anyone at this location expressed interest in being a pilot site?
• Does this location have a track record of positive rollouts?

Composite Readiness Score Calculation

Factor	Weight	Score (1–5)	Weighted Score
IT Infrastructure	25%
Staff Adaptability	20%
Patient Volume	15%
Tech Compatibility	25%
Local Champion	15%
Total	100%		/5.0

Readiness Categories

Composite Score	Category	Recommendation
4.0–5.0	High Readiness	Strong Wave 1 pilot candidate
3.0–3.9	Medium Readiness	Wave 2 candidate; address gaps before deployment
2.0–2.9	Low Readiness	Wave 3 or later; remediation required
<2.0	Not Ready	Hold until fundamental issues resolved

Rollout Sequence Recommendation

Wave 1 Pilot Locations (2–3 sites) Select locations with:

• Composite score ≥4.0
• Moderate volume (not your highest-revenue locations)
• Strong local champion
• Representative of your portfolio (if you have urban and rural, specialty and GP, include variety)

Wave 2 Expansion (5–8 sites) Select locations with:

• Composite score ≥3.5
• Learnings from Wave 1 are applicable
• Higher volume to maximize ROI impact
• Regional clustering to enable peer support

Wave 3+ Remaining Locations

• Address remediation items for lower-scoring locations during earlier waves
• Deploy to remaining locations in order of remediated readiness score

---

4. Rollout Strategy

Recommended Wave Structure

For a 15–50 location DSO, the following wave structure balances learning, risk management, and time-to-value:

Wave	Locations	Duration	Cumulative Timeline
Wave 1 (Pilot)	2–3 locations	3–4 weeks	Weeks 3–6
Buffer for Learning Capture	—	1–2 weeks	Weeks 7–8
Wave 2 (Expansion)	5–8 locations	4–5 weeks	Weeks 9–13
Buffer for Refinement	—	1 week	Week 14
Wave 3 (Scale)	8–15 locations	4–5 weeks	Weeks 15–19
Wave 4+ (Completion)	Remaining locations	3–4 weeks per wave	Weeks 20+

Wave 1 Pilot Selection Criteria

Selection Matrix

Criterion	Ideal Pilot Characteristic	Weight
Readiness score	≥4.0	High
Volume level	40th–60th percentile	Medium
Geographic representation	Different regions if applicable	Medium
PMS variety	Include most common PMS in portfolio	High
Champion strength	Office manager actively interested	High
Risk tolerance	Leadership willing to accept pilot disruption	Medium

🟣 Executive Decision: Pilot Location Selection

Present leadership with 4–5 candidate locations ranked by readiness score, with recommendation for 2–3 to include in Wave 1. Get explicit sign-off before proceeding.

Timeline Per Wave

Wave 1 Detailed Timeline (Weeks 3–6)

Week	Activities
Week 3	🔵 Vendor conducts integration and configuration at pilot locations
	Technical team validates connectivity and data flow
	Champion training begins
Week 4	Staff training at pilot locations
	Parallel run begins (old and new systems simultaneously)
	Daily check-ins with champions
Week 5	Go-live for claim submission through DentalXChange
	Intensive support period
	Daily metric monitoring
Week 6	Transition to new system as primary
	Document learnings and issues
	Prepare Wave 2 refinements

Wave 2+ Timeline (Adjust Based on Wave 1 Learnings)

Week	Activities
Week 1 of Wave	Integration and configuration (now faster due to templates)
	Champion training (compressed based on refined materials)
Week 2 of Wave	Staff training
	Parallel run (may be shorter based on Wave 1 experience)
Week 3 of Wave	Go-live
	Intensive support
Week 4 of Wave	Stabilization and handoff to standard support

Go/No-Go Criteria to Advance Waves

🟣 Wave Advancement Requires Executive Sign-Off

Must-Have Criteria (All Required to Advance) ☐ Clean claim rate in current wave ≥95% of baseline (not worse) ☐ No critical unresolved integration issues ☐ All providers able to complete core workflows independently ☐ No revenue loss attributable to system issues ☐ Champion and office manager confirm readiness to scale

Should-Have Criteria (Majority Required) ☐ At least one key metric showing improvement over baseline ☐ Staff satisfaction survey averaging ≥3.5/5 ☐ Documented and resolved issue list (no new issues in final week) ☐ Training completion rate ≥95% ☐ Vendor confirms sufficient support capacity for next wave

Red Flags That Should Pause Expansion

⚠️ Stop and Assess If:

• Clean claim rate drops >10% from baseline
• Staff turnover increases at pilot locations
• Integration failures affecting >5% of claims
• Providers refusing to use the system
• Cash collections declining

Rollback Plan

Scenario: Wave Failure Requiring Rollback

Immediate Actions (Day 1 of Decision) ☐ Notify vendor of rollback decision and get support commitment ☐ Reactivate previous clearinghouse connection (if deactivated) ☐ Brief all affected location champions ☐ Communicate to staff: "We're pausing to address issues, returning to previous workflow"

Technical Rollback (Days 2–3) ☐ Switch claim routing back to previous clearinghouse ☐ Verify previous workflows function correctly ☐ Export any data from DentalXChange needed for continuity ☐ Document all in-flight claims and their status

Analysis and Remediation (Days 4–14) ☐ Conduct root cause analysis with vendor ☐ Document specific failures and required fixes ☐ Create remediation plan with vendor commitments ☐ 🟣 Present to leadership with revised timeline

Important: Rolling back one wave should not affect other locations. Design each wave as an independent deployment unit.

---

5. Configuration & Integration (Weeks 2–3)

Step-by-Step PMS Integration

Dentrix Integration

Prerequisites ☐ Dentrix G6.2 or higher (G7 recommended) ☐ eClaims module activated ☐ eSync installed and configured ☐ Local admin credentials for Dentrix server

Integration Steps

Step	Action	Owner	Time	Notes
1	🔵 Download DentalXChange Dentrix Connector from vendor portal	Central IT	10 min	Requires vendor portal credentials
2	Install connector on Dentrix server	Location IT/Vendor	30 min	Requires local admin access
3	⚠️ Configure eServices connection settings	Vendor	20 min	Common failure point—verify credentials carefully
4	Run test eligibility verification	Billing team	10 min	Verify real-time response
5	Submit test claim to validation environment	Billing team	15 min	Check claim mapping
6	⚠️ Verify attachment workflow (FastAttach or NEA)	Billing team	20 min	Test actual X-ray attachment
7	Confirm ERA routing configuration	Vendor	15 min	Test ERA posting
8	Run parallel submission test (live payer, sandbox system)	Billing team	30 min	Validate full workflow

Eaglesoft Integration

Prerequisites ☐ Eaglesoft 21 or higher ☐ eClaims active ☐ Patterson Technical Support relationship established ☐ Local admin credentials

Integration Steps

Step	Action	Owner	Time	Notes
1	🔵 Request API credentials from DentalXChange	Central IT	24–48 hrs	Submit enterprise request
2	Configure clearinghouse settings in Eaglesoft	Location IT	20 min	Settings > eClaims > Clearinghouse
3	Enter DentalXChange payer IDs in mapping table	Billing team	1–2 hrs	Match to existing payers
4	⚠️ Test eligibility request	Billing team	15 min	Verify patient matching
5	Submit test claim	Billing team	15 min	Check procedure code mapping
6	Configure attachment workflow	Vendor	30 min	May require Patterson coordination
7	Test ERA/EOB posting	Billing team	30 min	Verify auto-posting rules
8	Validate reporting integration	Central team	20 min	Confirm data flowing to dashboards

Open Dental Integration

Prerequisites ☐ Open Dental version 21.1 or higher ☐ Open Dental API access enabled (if using API method) ☐ Clearinghouse module configured ☐ Database access for IT team

Integration Steps

Step	Action	Owner	Time	Notes
1	Navigate to Setup > Program Links > DentalXChange	Central IT	5 min	Or add if not present
2	🔵 Enter API credentials provided by DentalXChange	Central IT	10 min	Store securely
3	Configure X12 settings for claim format	Vendor	20 min
4	Map procedure codes to CDT	Billing team	1–2 hrs	Verify specialty codes
5	Test claim submission	Billing team	15 min
6	Configure clearinghouse reports import	Vendor	30 min	For reconciliation
7	Set up ERA auto-posting rules	Billing team	1 hr	Define exception handling
8	Test full round-trip (eligibility → claim → payment)	Billing team	45 min	Document any issues

Imaging System Integration for Attachments

Common Imaging System Workflows

Imaging System	Attachment Method	Configuration
Dexis	Direct export to FastAttach folder	Configure Dexis export path to monitored folder
Dentrix Imaging	Integrated with Dentrix connector	Automatic with Dentrix integration
Patterson Imaging	NEA integration	Requires separate NEA configuration
Apteryx	File-based export	Configure export folder monitoring
Eaglesoft Imaging	Integrated	Automatic with Eaglesoft integration
SOTA	File-based export	Manual export or folder monitoring

Attachment Workflow Configuration Steps

Step	Action	Time
1	Document current attachment workflow per location	30 min
2	Configure imaging export path	15 min
3	Set up DentalXChange attachment monitoring	20 min
4	Test attachment capture and upload	15 min
5	⚠️ Verify attachment displays correctly in payer portal	20 min
6	Configure attachment type mapping (periapical, FMX, etc.)	30 min

Test Environment Setup and Validation

Test Environment Checklist

☐ 🔵 Request sandbox environment access from DentalXChange ☐ Configure test location in sandbox with production-like settings ☐ Create test patient records matching production data patterns ☐ Establish test payer connections (use DentalXChange test payers) ☐ Document test case scenarios for each workflow:

• Eligibility verification (active coverage)
• Eligibility verification (terminated coverage)
• Clean claim submission
• Claim with attachment
• Claim rejection (intentional error)
• ERA receipt and posting
• Claim correction and resubmission

Validation Checklist

Test	Expected Result	Pass/Fail
☐ Login with SSO	Successful authentication
☐ Location-level access control	User sees only assigned location
☐ Real-time eligibility check	Response within 15 seconds
☐ Claim submission	Claim accepted by clearinghouse
☐ Attachment upload	Attachment visible in claim record
☐ Claim scrubbing	Errors flagged before submission
☐ ERA receipt	ERA downloaded and viewable
☐ Auto-posting	Payment posted correctly to PMS
☐ Reporting	Data appears in dashboards
☐ Denial notification	Alert delivered per configuration

Data Migration (If Applicable)

Historical Claims Data Ingestion

Step	Action	Owner	Time
1	Export historical claims from previous clearinghouse (12 months)	Billing	2 hrs
2	🔵 Submit data to DentalXChange for import	Vendor	1–2 days
3	Validate imported data matches source	Billing	2 hrs
4	Confirm A/R continuity (open claims tracked correctly)	Billing	1 hr
5	Run reconciliation report (source vs. imported)	Central team	1 hr

Payer Enrollment Migration

Step	Action	Owner	Time
1	Export current ERA/EFT enrollment list by payer	Central team	1 day
2	🔵 Submit enrollment transfer requests to DentalXChange	Vendor	30–60 days
3	Track enrollment status per payer	Central team	Ongoing
4	⚠️ Coordinate transition timing (don't lose ERA during switch)	Central team	Critical

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

Requirement	Verification Method	Status
☐ BAA executed	Legal confirmation
☐ Data encryption in transit (TLS 1.2+)	🔵 Vendor documentation
☐ Data encryption at rest (AES-256)	🔵 Vendor documentation
☐ SOC 2 Type II certification	🔵 Request current report from vendor
☐ Access logging enabled	Configuration verification
☐ Role-based access controls defined	Admin portal review
☐ Minimum necessary access enforced	Access audit
☐ Employee background check policy	🔵 Vendor policy confirmation
☐ Breach notification procedure documented	🔵 Vendor documentation
☐ Data retention and disposal policy	🔵 Vendor documentation

Access Control Configuration

☐ Define role-based permission levels:

• Enterprise Admin (full access, all locations)
• Regional Admin (full access, assigned locations)
• Location Admin (full access, single location)
• Billing User (claim submission, no configuration)
• View Only (reporting access only)

☐ Map organizational roles to permission levels ☐ Configure SSO group mappings (if applicable) ☐ Establish user provisioning/deprovisioning workflow ☐ Schedule quarterly access audits

Standardized vs. Location-Specific Configuration

Standardize Centrally

Setting	Standard Value	Rationale
Claim scrubbing rules	Enterprise standard	Consistent quality
Attachment requirements by payer	Enterprise standard	Reduce denials
Auto-posting rules	Enterprise standard	Predictable workflow
Alert thresholds (denial %, aging)	Enterprise standard	Comparable metrics
Report templates	Enterprise standard	Aggregate reporting
User permission levels	Enterprise standard	Security consistency

Allow Location-Level Variation

Setting	Variation Allowed	Rationale
Provider preferences for notifications	Per provider	Personal workflow
Batch submission timing	By location	Match patient volume patterns
Secondary contact for alerts	Per location	Local accountability
Specialty-specific codes	By specialty mix	Clinical relevance

---

6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location requires one designated champion who will:

• Receive advanced training from vendor/central team
• Deliver role-specific training to local staff
• Serve as first-line support during go-live
• Escalate issues to regional/central team

Ideal Champion Profile ☐ Office manager OR senior billing coordinator ☐ Minimum 1 year tenure at location ☐ Demonstrated tech comfort (uses current systems proficiently) ☐ Respected by peers ☐ Positive attitude toward change ☐ Availability for 8+ hours of training time ☐ Commitment