Implementation PlaybookDSO · Group Practice

Dentina.AI

Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.

Contents

Dentina.AI — Implementation Playbook (DSO)

Dentina.AI Implementation Playbook

AI Receptionist Deployment Guide for Dental Support Organizations

1. Executive Summary

What Dentina.AI Does

Dentina.AI is an AI-powered receptionist platform that autonomously handles inbound and outbound patient communications—including appointment scheduling, confirmations, recalls, insurance verification inquiries, and general patient questions—across phone, SMS, and web chat channels, operating 24/7 without human intervention.

Why DSOs Benefit from AI Receptionists at Scale

AI receptionists deliver compounding returns for multi-location organizations:

Standardization: Every patient interaction follows the same protocol across 15, 30, or 50 locations—eliminating the variability inherent in human staffing
Data Aggregation: Centralized conversation analytics reveal cross-portfolio patterns in patient demand, peak call times, common objections, and scheduling bottlenecks that are invisible at the single-practice level
Economies of Scale: One platform license, one integration effort, one training program deployed across your entire footprint—marginal cost per location decreases dramatically after Wave 1
Labor Arbitrage: Front desk FTE reallocation or reduction becomes predictable and plannable; overtime and temp staffing costs decrease
Capacity Unlock: Chairs sit empty when phones go unanswered; AI receptionists capture after-hours and overflow demand that human teams cannot

Expected Timeline: Decision to Full Deployment

Portfolio Size	Pilot Phase	Full Deployment	Total Timeline
15–25 locations	Weeks 1–6	Weeks 7–14	14–16 weeks
26–40 locations	Weeks 1–6	Weeks 7–18	18–20 weeks
41–50 locations	Weeks 1–8	Weeks 9–24	24–26 weeks

Timelines assume adequate central IT resources and no major PMS migrations in progress.

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

Technical Requirements

Hardware

☐ Confirm all locations have workstations meeting minimum specs (Windows 10+ or macOS 11+, 8GB RAM, modern browser) ☐ Verify headset/audio equipment compatibility if AI handles live call transfers ☐ Assess VoIP phone system compatibility at each location (SIP trunk access required) ☐ Document current phone routing architecture (on-premise PBX vs. cloud VoIP)

Software

☐ Confirm PMS version at each location (Dentrix G6.2+, Eaglesoft 21+, Open Dental 22.1+) ☐ Verify browser versions meet requirements (Chrome 90+, Edge 90+, Safari 15+) ☐ Document any existing call handling software that may conflict

Network

☐ Minimum 25 Mbps upload/download at each location for voice quality ☐ QoS (Quality of Service) configuration for VoIP traffic prioritization ☐ Firewall whitelist for Dentina.AI domains and IP ranges ☐ VPN configuration if locations use centralized network routing

Enterprise-level requirements: ☐ 🟣 Decide: Centralized cloud hosting vs. location-level instances (recommendation: centralized) ☐ SSO integration requirements (SAML 2.0, OAuth 2.0, Azure AD, Okta) ☐ Centralized credentialing system integration for provider schedule sync ☐ Network standards documentation for consistent deployment across locations ☐ API rate limiting assessment for high-volume enterprise usage

Vendor Onboarding Steps

Step	Owner	Timeline	Vendor Required
Execute enterprise agreement and BAA	Legal/Compliance	Day 1–3	🔵
Obtain enterprise admin credentials	IT	Day 3–5	🔵
Assign dedicated Customer Success Manager	Vendor	Day 1	🔵
Schedule technical kickoff call	IT + Vendor	Day 5–7	🔵
Receive API documentation and sandbox access	IT	Day 7–10	🔵
Establish escalation contacts (Tier 1, 2, 3)	IT	Day 10	🔵

Key Vendor Contacts to Establish

☐ Enterprise Customer Success Manager (strategic) ☐ Technical Implementation Lead (integration) ☐ Tier 2 Support Contact (escalation) ☐ Security/Compliance Officer (HIPAA, audits)

Data/Access Prerequisites

☐ PMS API credentials or integration module licenses for all locations ☐ Admin access to phone/VoIP system for call routing configuration ☐ Historical patient communication data export (if AI training on your data) ☐ Provider schedule templates and override protocols per location ☐ Insurance verification portal credentials (if AI performs eligibility checks) ☐ Patient portal admin access (if integrating web chat) ☐ SMS platform credentials or new dedicated numbers for each location

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder	Role in Implementation	Engagement Level	Key Concerns to Address
Board/Investors	🟣 Approval of investment, ROI expectations	Quarterly updates	Financial return, competitive positioning
CEO/COO	🟣 Strategic sponsor, resource allocation	Bi-weekly briefings	Timeline, risk mitigation, change management
Chief Dental Officer	Clinical workflow approval	Weekly check-ins	Patient experience, clinical safety
VP of Operations	Implementation owner	Daily involvement	Execution, location coordination
CFO	Budget approval, ROI tracking	Monthly reviews	Cost savings, labor model changes
VP of IT/CTO	Technical implementation lead	Daily involvement	Security, integration, scalability
Regional Managers	Cascade communication, location support	Weekly during rollout	Staff concerns, operational continuity
Office Managers	Local implementation, staff coordination	Daily during go-live	Training, workflow changes, patient reactions
Providers	Clinical adoption	Training sessions	How it affects their schedule, patient prep
Front Desk Staff	Primary users	Intensive training	Job security, workflow changes
Compliance Officer	HIPAA, regulatory sign-off	Checkpoints	PHI handling, audit trail

Approval Gates Required

☐ 🟣 Board/Investment Committee: Capital allocation (if >$100K annual commitment) ☐ 🟣 C-Suite: Strategic initiative approval ☐ 🟣 CDO: Clinical workflow and patient experience sign-off ☐ 🟣 Compliance: HIPAA and regulatory approval ☐ 🟣 IT: Security and integration architecture approval ☐ Regional Managers: Location selection for Wave 1

Baseline Metrics to Capture

⚠️ Critical: Capture these metrics BEFORE go-live at every location. Without baselines, ROI measurement is impossible.

Standardized Measurement Protocol

All locations must measure using identical definitions and time periods (recommend: 30-day lookback from implementation start date).

Metric	Definition	Measurement Source	Target Improvement
Call Answer Rate	% of inbound calls answered within 30 seconds	Phone system reports	+30–50%
Abandoned Call Rate	% of calls where patient hangs up before connection	Phone system reports	-50–70%
After-Hours Call Volume	Total calls received outside business hours	Phone system reports	Capture 100%
Appointment Booking Rate	% of new patient inquiries converted to scheduled appointments	PMS + manual tracking	+15–25%
Recall Completion Rate	% of recall outreach resulting in scheduled appointments	PMS recall module	+20–35%
Appointment Confirmation Rate	% of appointments confirmed 24–48 hours in advance	PMS or manual tracking	+25–40%
No-Show Rate	% of confirmed appointments where patient does not appear	PMS	-20–30%
Front Desk FTE Hours/Week	Total hours spent on phone-related tasks	Time study (3-day sample)	-30–50% reallocation
Average Wait Time (Phone)	Average time patient waits before speaking to staff	Phone system reports	-70–90%
Patient Satisfaction (Phone Experience)	Survey scores specific to phone interactions	Post-call surveys	+15–25 points

Cross-Location Comparison Requirements

☐ 🟣 Approve standardized metric definitions across all locations ☐ Create central data repository for baseline metrics ☐ Assign regional managers to verify data accuracy at their locations ☐ Deadline for baseline capture: End of Week 2 ☐ Baseline data review meeting before Wave 1 launch

3. Location Readiness Assessment

Scoring Framework

Score each location on the following factors (1–5 scale), then calculate composite readiness score.

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Cloud VoIP, PMS on latest version, fiber internet, modern workstations (<3 years old)
4	Cloud VoIP, PMS within 1 version of current, broadband >50 Mbps
3	Hybrid phone system, PMS 2 versions behind, broadband 25–50 Mbps
2	On-premise PBX, PMS significantly outdated, intermittent connectivity issues
1	Legacy phone system, PMS unsupported version, unreliable internet

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Front desk tenure >3 years average, history of successful tech adoption, low turnover (<15%)
4	Front desk tenure 2–3 years, moderate tech comfort, turnover 15–25%
3	Front desk tenure 1–2 years, mixed tech adoption history, turnover 25–35%
2	Front desk tenure <1 year, resistance to past tech changes, turnover 35–50%
1	High turnover (>50%), active resistance to technology, recent staff conflicts

Factor 3: Patient Volume

Score	Criteria	Notes
5	100–150 patients/day	High impact, manageable complexity
4	150–200 patients/day	High impact, moderate complexity
3	75–100 patients/day	Medium impact, lower risk
2	50–75 patients/day	Lower impact, good for pilot testing
1	<50 patients/day or >200/day	Either too low impact or too high risk for early waves

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	Dentrix Enterprise or Open Dental with existing API integrations, cloud phone system
4	Dentrix/Eaglesoft standard with available API access, modern phone system
3	PMS with integration module available (may require purchase), compatible phone
2	PMS requires workarounds or middleware, phone system needs upgrade
1	Incompatible PMS version, requires full phone system replacement

Factor 5: Local Champion Availability

Score	Criteria
5	Office manager + provider both tech-forward, actively volunteer for pilot
4	Office manager tech-forward and willing to lead adoption
3	Willing participant identified but limited tech experience
2	No clear champion, but no active resistance
1	No champion, active skepticism from management or providers

Composite Score Calculation

Total Score	Readiness Tier	Recommendation
21–25	Tier 1: Highly Ready	Wave 1 candidate (pilot)
16–20	Tier 2: Ready	Wave 2 candidate
11–15	Tier 3: Conditionally Ready	Wave 3, with pre-work
6–10	Tier 4: Not Ready	Defer until remediation complete
<6	Tier 5: Exclude	Do not include in current initiative

Recommended Rollout Sequence

Wave 1 Selection (Pilot Locations)

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

Composite score 21+ (Tier 1)
Geographic diversity (different regions/markets if possible)
Representative of broader portfolio (mix of specialties, acquisition vs. de novo, provider tenure)
Strong local champion who can provide detailed feedback
⚠️ Avoid: Highest-volume flagship locations (too much risk), newest acquisitions (too much change), locations with pending PMS migrations

Wave 2 Selection

Composite score 16+ (Tier 1 or 2)
Locations with similar characteristics to successful Wave 1 sites
Prioritize locations where learnings from Wave 1 directly apply

Wave 3 Selection

Remaining Tier 2 and Tier 3 locations
Complete any required pre-work (infrastructure upgrades, training prerequisites)

Deferred Locations

Tier 4 and 5 locations require remediation plans with specific milestones before inclusion
🟣 Present remediation costs vs. benefits to C-suite for go/no-go decision

4. Rollout Strategy

Wave Structure

Recommended Wave Deployment (35-Location Portfolio Example)

Wave	Locations	Duration	Buffer	Cumulative
Wave 1 (Pilot)	3 locations	4 weeks	2 weeks	Week 6
Wave 2	8 locations	3 weeks	1 week	Week 10
Wave 3	12 locations	3 weeks	1 week	Week 14
Wave 4	12 locations	3 weeks	—	Week 17

Adjust wave sizes based on central team capacity (recommend max 10–12 locations per wave).

Wave 1 Pilot Selection Criteria

Must-Have Criteria

☐ Composite readiness score ≥21 ☐ Office manager committed to daily feedback during pilot ☐ Provider(s) supportive of AI adoption ☐ PMS integration validated in test environment ☐ Phone system configuration confirmed compatible

Preferred Criteria

☐ Mix of urban and suburban markets ☐ At least one general dentistry and one specialty (if applicable) ☐ Varied patient demographics ☐ Regional manager available for in-person support during go-live week

Timeline Per Wave

Wave 1 (Pilot) — 4 Weeks Active + 2 Weeks Buffer

Week	Activities
Week 1	Configuration, integration validation, staff training at pilot sites
Week 2	Soft launch (AI handles limited call types), daily monitoring
Week 3	Full launch (all call types), daily check-ins, issue resolution
Week 4	Stabilization, workflow refinements, feedback synthesis
Weeks 5–6	Buffer for learning capture, documentation updates, Wave 2 prep

Waves 2–4 — 3 Weeks Active + 1 Week Buffer

Week	Activities
Week 1	Configuration (using standardized template), training (train-the-trainer), pre-go-live testing
Week 2	Go-live, intensive monitoring, issue resolution
Week 3	Stabilization, champion handoff to steady-state support
Buffer	1 week for learning integration, preparation for next wave

Go/No-Go Criteria for Wave Advancement

Mandatory Criteria (All Must Be Met)

Criterion	Measurement	Threshold
System Uptime	Vendor SLA tracking	≥99.5% during business hours
Call Handling Accuracy	QA review of recorded calls	≥92% correctly routed/resolved
Critical Bug Count	Issue tracker	0 unresolved critical issues
Staff Training Completion	Training system records	100% of required staff certified
Patient Complaint Rate	Patient feedback, escalations	<0.5% of interactions

Advisory Criteria (Yellow Flags, Not Blockers)

Criterion	Measurement	Threshold
Appointment Booking Rate	PMS data	Within 10% of baseline (neutral or positive)
Staff Satisfaction	Pulse survey	>60% positive/neutral
Integration Stability	Error logs	<5 integration errors/day average

🟣 Go/No-Go Decision Authority

Advance to next wave: VP of Operations + VP of IT joint decision
Pause and extend current wave: VP of Operations can unilaterally decide
Abort rollout entirely: Requires C-suite review

Rollback Plan

Triggering Conditions for Rollback

Critical system outage >4 hours during business hours
Patient safety concern (e.g., AI provides medical advice, misroutes emergency)
2% patient complaint rate related to AI interactions
Critical integration failure causing scheduling errors
🟣 Executive decision to pause based on strategic factors

Rollback Procedure

Immediate (0–30 minutes): Redirect phone routing to original system or overflow queue
Short-term (30 minutes – 4 hours): Restore original phone tree configuration, notify staff via emergency protocol
Communication (within 4 hours): Regional manager notifies all affected locations, talking points distributed
Analysis (24–72 hours): Root cause analysis with vendor, remediation plan development
Decision (within 1 week): 🟣 C-suite decision to remediate and retry vs. abort

Isolation Principle

⚠️ Rollback at one location does not automatically trigger rollback at others. Each location can be independently managed unless the issue is systemic (vendor-side outage, integration failure affecting all locations).

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Dentrix G6.2+ and Dentrix Enterprise)

Prerequisites: ☐ Dentrix API module license active ☐ API credentials obtained from Henry Schein ☐ Test patient records created for validation

Integration Steps:

🔵 Provide Dentina.AI team with API credentials and endpoint URLs (Vendor-assisted)
Configure read permissions: Patient demographics, appointment schedule, provider availability
Configure write permissions: Appointment creation, patient notes, recall updates
⚠️ Validate bi-directional sync with test appointments (common failure point: timezone mismatches)
Test appointment conflict detection
Confirm insurance eligibility integration (if applicable)
Validate patient matching logic (DOB + name vs. patient ID)
Document any custom field mappings specific to your Dentrix configuration

Dentrix Enterprise Additional Steps (DSO): ☐ Configure location-specific database connections ☐ Set up centralized reporting aggregation ☐ Validate cross-location patient lookup (if patients visit multiple locations)

Eaglesoft Integration (Eaglesoft 21+)

Prerequisites: ☐ Eaglesoft eServices module active ☐ API access enabled in Eaglesoft settings ☐ Patterson support contact engaged for integration assistance

Integration Steps:

🔵 Enable Eaglesoft API access and provide credentials to Dentina.AI (Vendor-assisted)
Map appointment types between Dentina.AI and Eaglesoft
⚠️ Configure provider schedule sync (common failure point: provider ID mismatches)
Validate operatory availability sync
Test appointment creation flow end-to-end
Confirm patient communication preferences are respected
Validate recall integration if using Dentina.AI for recall outreach

Open Dental Integration (Open Dental 22.1+)

Prerequisites: ☐ Open Dental API key generated (Settings > API) ☐ Web service URL confirmed ☐ eConnector running (if required for real-time sync)

Integration Steps:

Generate API key with appropriate permissions (Program, PatComm, Appointment, Patient)
🔵 Provide API key and web service URL to Dentina.AI (Vendor-assisted)
Configure appointment type mappings
Validate provider schedule integration
Test recall list sync and outreach triggers
⚠️ Confirm timezone handling (Open Dental stores in local time; confirm AI interprets correctly)
Validate any custom forms or questionnaire integrations

Phone System Integration

VoIP/SIP Integration Steps

Document current call routing architecture (IVR trees, hunt groups, forwarding rules)
🔵 Obtain SIP trunk credentials or integration method from Dentina.AI
Create dedicated DIDs (phone numbers) for AI receptionist per location, OR configure call forwarding
⚠️ Configure failover routing (if AI system unavailable, calls route to backup queue)
Test call quality across sample calls (minimum 10 test calls per location)
Configure call recording integration (ensure compliance with state laws)
Validate caller ID display for outbound calls
Test after-hours routing vs. business hours routing
Configure warm transfer capability to human staff

Common Phone Systems — Specific Notes

System	Integration Method	Key Consideration
RingCentral	API + SIP	Use API for call analytics integration
8x8	SIP Trunk	Requires 8x8 support for trunk configuration
Vonage	API + SIP	Strong API; recommend API-first approach
Nextiva	SIP	May require professional services
Legacy PBX	SIP Gateway	Requires hardware SIP gateway; add 1–2 weeks

Test Environment Setup

☐ Create sandbox/test environment in Dentina.AI portal ☐ Connect test environment to PMS test instance (do NOT use production data for initial testing) ☐ Create test patient profiles representing common scenarios ☐ Document test cases covering:

New patient appointment request
Existing patient reschedule
Cancellation request
Insurance question
After-hours emergency routing
Transfer to human request
Spanish language handling (if applicable) ☐ Execute all test cases and document results ☐ 🔵 Review test results with Dentina.AI team (Vendor-assisted) ☐ Obtain sign-off before production deployment

DSO Configuration Standards

Standardized Configuration Template

The following settings should be IDENTICAL across all locations:

Setting Category	Standardized Elements
Brand Voice	Greeting script, brand name pronunciation, tone guidelines
Business Rules	Appointment lead time requirements, cancellation policy language
Escalation Triggers	When to transfer to human, emergency detection keywords
Compliance Language	HIPAA acknowledgments, recording notifications
Reporting	Metrics tracked, dashboard views, alert thresholds
Security	Password policies, session timeouts, access roles

Location-Specific Configuration

The following can/should vary by location:

Setting Category	Localized Elements
Hours of Operation	Business hours, holiday schedules
Provider Information	Names, specialties, availability patterns
Appointment Types	Services offered (varies by specialty mix)
Insurance Networks	Accepted plans at each location
Language Support	Spanish, other languages based on patient demographics
Location Details	Address, parking instructions, landmarks

Configuration Management

☐ Create master configuration template in version control ☐ Document all deviations from template for each location ☐ 🟣 Establish change control process: who can approve configuration changes? ☐ Quarterly configuration audit to identify drift from standards

Centralized vs. Per-Location Testing

Recommendation: Centralized test environment with location-specific test cases

Approach	Pros	Cons
Centralized Testing (Recommended)	Consistent test methodology, efficient resource use, easier to compare results	May miss location-specific edge cases
Per-Location Testing	Catches local issues early	Resource-intensive, inconsistent execution

Hybrid Approach:

Conduct full test suite in centralized environment
Execute abbreviated "smoke test" at each location pre-go-live
Smoke test covers: Call routing, appointment creation, basic PMS sync

Enterprise HIPAA Compliance Checklist

Business Associate Agreement (BAA)

☐ 🔵 BAA executed with Dentina.AI covering all locations (Vendor-required) ☐ BAA reviewed by legal/compliance for adequacy ☐ BAA includes breach notification requirements ☐ BAA specifies subcontractor requirements

Data Governance

☐ 🟣 Data residency confirmed (US-based servers required for most DSOs) ☐ Encryption at rest (AES-256 minimum) ☐ Encryption in transit (TLS 1.2+ minimum) ☐ Data retention policy documented and configured ☐ Data deletion/purge process documented ☐ Audit log retention (minimum 6 years recommended)

Access Controls

☐ SSO integration configured and tested ☐ Role-based access control (RBAC) configured:

Central Admin: Full configuration access, all locations
Regional Manager: View and limited edit for their locations
Location Manager: Configuration view for their location only
Front Desk: Operational access only
Reporting: Read-only dashboard access ☐ ⚠️ Terminated employee access revocation process (must be same-day) ☐ Access review cadence established (quarterly recommended)

PHI Handling

☐ Call recordings stored with encryption and access logging ☐ Transcripts redacted or protected appropriately ☐ Patient consent for AI interaction documented (if required by state) ☐ AI does not store PHI beyond operational necessity ☐ Patient right to request human interaction honored

Compliance Verification

☐ 🔵 Vendor SOC 2 Type II report obtained and reviewed ☐ 🔵 Vendor HIPAA attestation or third-party audit obtained ☐ Internal compliance sign-off documented ☐ Annual re-verification process established

6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Select 1 champion per location who meets the following criteria:

Criterion	Requirement
Role	Office Manager (preferred) or Lead Front Desk
Tenure	Minimum 1 year at location
Tech Comfort	Successfully adopted 2+ technology changes
Communication	Strong verbal communication, respected by peers
Availability	Can dedicate 8–10 hours to training prep
Willingness	Volunteers or enthusiastically agrees (not forced)

Champion Responsibilities

Complete advanced certification training (4 hours)
Train all staff at their location using standardized materials
Serve as first point of contact for staff questions during go-live
Provide daily feedback to central team during first week
Document location-specific issues and workarounds
Lead ongoing training for new hires

Standardized Training Materials

Create Centrally:

☐ Role-specific training slide decks ☐ Video walkthroughs of key workflows (3–5 minutes each) ☐ Day 1 cheat sheets (one per role) ☐ FAQ document (updated after each wave) ☐ Troubleshooting guide for common issues ☐ Training completion certification quizzes ☐ Patient-facing communication scripts

Champions Customize Locally:

☐ Location-specific scheduling nuances ☐ Provider preference notes ☐ Local examples and scenarios ☐ Timezone and hours-specific details

Role-Specific Training Outlines

Dentists/Providers

Training Duration: 30–45 minutes Format: Live demo + Q&A (can be virtual)

Content:

What Dentina.AI does (and doesn't do) — 5 min
How appointments appear in your schedule — 10 min
Patient information AI collects before arrival — 5 min
How to access conversation history — 5 min
⚠️ Override procedures: when and how to flag AI errors — 10 min
Q&A — 10 min

Common Resistance Points:

"Patients won't like talking to a robot" → Share patient satisfaction data from similar practices; emphasize 24/7 availability patients appreciate
"It will make scheduling mistakes" → Explain AI scheduling rules, conflict detection, and human oversight process
"This is about cutting staff" → Position as augmentation, freeing staff for higher-value patient interactions

Provider Day 1 Cheat Sheet:

┌─────────────────────────────────────────────────┐
│ DENTINA.AI - PROVIDER QUICK REFERENCE           │
├─────────────────────────────────────────────────┤
│ ✓ AI-scheduled appointments show "AI" tag      │
│ ✓ Patient pre-call notes in appointment notes  │
│ ✓ To flag AI error: [specific system action]   │
│ ✓ AI conversation history: [where to find]     │
│ ✓ Questions? Ask [Champion Name]               │
│ ✓ Issues? Escalate to [contact]                │
└─────────────────────────────────────────────────┘

Hygienists

Training Duration: 15–20 minutes Format: Group training or video

Content:

Overview of Dentina.AI and why we're implementing — 5 min
How AI-scheduled appointments appear — 5 min
Pre-visit information available in patient notes — 5 min
How to direct patient questions about "the new system" — 5 min

Common Resistance Points:

"Will I need to learn a new system?" → No significant workflow change for hygienists; system works in background
"What do I tell patients who complain?" → Provide scripted response emphasizing convenience benefits

Hygienist Day 1 Cheat Sheet:

┌─────────────────────────────────────────────────┐
│ DENTINA.AI - HYGIENIST QUICK REFERENCE          │
├─────────────────────────────────────────────────┤
│ ✓ Your workflow: mostly unchanged              │
│ ✓ New patient note field: "AI Pre-Call Notes"  │
│ ✓ Patient asks about AI? See script below      │
│ ✓ Questions? Ask [Champion Name]               │
│                                                 │
│ SCRIPT: "Yes, we now offer 24/7 scheduling     │
│ assistance! You can call, text, or chat        │
│ anytime. Was your experience good?"            │
└─────────────────────────────────────────────────┘

Front Desk / Office Manager

Training Duration: 2–3 hours (most extensive) Format: Live hands-on training with practice scenarios

Content:

System overview and login — 15 min
Understanding AI-handled vs. human-required calls — 20 min
Dashboard navigation and monitoring — 20 min
Reviewing AI conversation transcripts — 15 min
Handling warm transfers from AI — 20 min
⚠️ Correcting AI scheduling errors — 20 min
Running basic reports — 15 min
Escalation procedures — 15 min
Practice scenarios — 30 min
Q&A — 10 min

Common Resistance Points:

"Is my job being replaced?" → Emphasize role evolution: less time on routine calls, more time on complex patient needs, insurance issues, in-office patient experience
"Patients will be frustrated" → Review satisfaction data; explain AI handles what patients actually prefer (quick scheduling), humans handle what needs judgment
*"

AI-generated implementation guide based on public vendor information. Verify specifics directly with Dentina.AI.

Implementation Playbook — DSO · Group Practice

Dentina.AI

avized.com

Generated May 28, 2026

AI-generated guide based on public vendor information. Verify specifics directly with Dentina.AI.

Dentina.AI — Implementation Playbook (DSO)

Dentina.AI Implementation Playbook

AI Receptionist Deployment Guide for Dental Support Organizations

1. Executive Summary

What Dentina.AI Does

Why DSOs Benefit from AI Receptionists at Scale

AI receptionists deliver compounding returns for multi-location organizations:

Standardization: Every patient interaction follows the same protocol across 15, 30, or 50 locations—eliminating the variability inherent in human staffing
Data Aggregation: Centralized conversation analytics reveal cross-portfolio patterns in patient demand, peak call times, common objections, and scheduling bottlenecks that are invisible at the single-practice level
Economies of Scale: One platform license, one integration effort, one training program deployed across your entire footprint—marginal cost per location decreases dramatically after Wave 1
Labor Arbitrage: Front desk FTE reallocation or reduction becomes predictable and plannable; overtime and temp staffing costs decrease
Capacity Unlock: Chairs sit empty when phones go unanswered; AI receptionists capture after-hours and overflow demand that human teams cannot

Expected Timeline: Decision to Full Deployment

Portfolio Size	Pilot Phase	Full Deployment	Total Timeline
15–25 locations	Weeks 1–6	Weeks 7–14	14–16 weeks
26–40 locations	Weeks 1–6	Weeks 7–18	18–20 weeks
41–50 locations	Weeks 1–8	Weeks 9–24	24–26 weeks

Timelines assume adequate central IT resources and no major PMS migrations in progress.

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

Technical Requirements

Hardware

Software

Network

Vendor Onboarding Steps

Step	Owner	Timeline	Vendor Required
Execute enterprise agreement and BAA	Legal/Compliance	Day 1–3	🔵
Obtain enterprise admin credentials	IT	Day 3–5	🔵
Assign dedicated Customer Success Manager	Vendor	Day 1	🔵
Schedule technical kickoff call	IT + Vendor	Day 5–7	🔵
Receive API documentation and sandbox access	IT	Day 7–10	🔵
Establish escalation contacts (Tier 1, 2, 3)	IT	Day 10	🔵

Key Vendor Contacts to Establish

☐ Enterprise Customer Success Manager (strategic) ☐ Technical Implementation Lead (integration) ☐ Tier 2 Support Contact (escalation) ☐ Security/Compliance Officer (HIPAA, audits)

Data/Access Prerequisites

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder	Role in Implementation	Engagement Level	Key Concerns to Address
Board/Investors	🟣 Approval of investment, ROI expectations	Quarterly updates	Financial return, competitive positioning
CEO/COO	🟣 Strategic sponsor, resource allocation	Bi-weekly briefings	Timeline, risk mitigation, change management
Chief Dental Officer	Clinical workflow approval	Weekly check-ins	Patient experience, clinical safety
VP of Operations	Implementation owner	Daily involvement	Execution, location coordination
CFO	Budget approval, ROI tracking	Monthly reviews	Cost savings, labor model changes
VP of IT/CTO	Technical implementation lead	Daily involvement	Security, integration, scalability
Regional Managers	Cascade communication, location support	Weekly during rollout	Staff concerns, operational continuity
Office Managers	Local implementation, staff coordination	Daily during go-live	Training, workflow changes, patient reactions
Providers	Clinical adoption	Training sessions	How it affects their schedule, patient prep
Front Desk Staff	Primary users	Intensive training	Job security, workflow changes
Compliance Officer	HIPAA, regulatory sign-off	Checkpoints	PHI handling, audit trail

Approval Gates Required

Baseline Metrics to Capture

⚠️ Critical: Capture these metrics BEFORE go-live at every location. Without baselines, ROI measurement is impossible.

Standardized Measurement Protocol

All locations must measure using identical definitions and time periods (recommend: 30-day lookback from implementation start date).

Metric	Definition	Measurement Source	Target Improvement
Call Answer Rate	% of inbound calls answered within 30 seconds	Phone system reports	+30–50%
Abandoned Call Rate	% of calls where patient hangs up before connection	Phone system reports	-50–70%
After-Hours Call Volume	Total calls received outside business hours	Phone system reports	Capture 100%
Appointment Booking Rate	% of new patient inquiries converted to scheduled appointments	PMS + manual tracking	+15–25%
Recall Completion Rate	% of recall outreach resulting in scheduled appointments	PMS recall module	+20–35%
Appointment Confirmation Rate	% of appointments confirmed 24–48 hours in advance	PMS or manual tracking	+25–40%
No-Show Rate	% of confirmed appointments where patient does not appear	PMS	-20–30%
Front Desk FTE Hours/Week	Total hours spent on phone-related tasks	Time study (3-day sample)	-30–50% reallocation
Average Wait Time (Phone)	Average time patient waits before speaking to staff	Phone system reports	-70–90%
Patient Satisfaction (Phone Experience)	Survey scores specific to phone interactions	Post-call surveys	+15–25 points

Cross-Location Comparison Requirements

3. Location Readiness Assessment

Scoring Framework

Score each location on the following factors (1–5 scale), then calculate composite readiness score.

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Cloud VoIP, PMS on latest version, fiber internet, modern workstations (<3 years old)
4	Cloud VoIP, PMS within 1 version of current, broadband >50 Mbps
3	Hybrid phone system, PMS 2 versions behind, broadband 25–50 Mbps
2	On-premise PBX, PMS significantly outdated, intermittent connectivity issues
1	Legacy phone system, PMS unsupported version, unreliable internet

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Front desk tenure >3 years average, history of successful tech adoption, low turnover (<15%)
4	Front desk tenure 2–3 years, moderate tech comfort, turnover 15–25%
3	Front desk tenure 1–2 years, mixed tech adoption history, turnover 25–35%
2	Front desk tenure <1 year, resistance to past tech changes, turnover 35–50%
1	High turnover (>50%), active resistance to technology, recent staff conflicts

Factor 3: Patient Volume

Score	Criteria	Notes
5	100–150 patients/day	High impact, manageable complexity
4	150–200 patients/day	High impact, moderate complexity
3	75–100 patients/day	Medium impact, lower risk
2	50–75 patients/day	Lower impact, good for pilot testing
1	<50 patients/day or >200/day	Either too low impact or too high risk for early waves

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	Dentrix Enterprise or Open Dental with existing API integrations, cloud phone system
4	Dentrix/Eaglesoft standard with available API access, modern phone system
3	PMS with integration module available (may require purchase), compatible phone
2	PMS requires workarounds or middleware, phone system needs upgrade
1	Incompatible PMS version, requires full phone system replacement

Factor 5: Local Champion Availability

Score	Criteria
5	Office manager + provider both tech-forward, actively volunteer for pilot
4	Office manager tech-forward and willing to lead adoption
3	Willing participant identified but limited tech experience
2	No clear champion, but no active resistance
1	No champion, active skepticism from management or providers

Composite Score Calculation

Total Score	Readiness Tier	Recommendation
21–25	Tier 1: Highly Ready	Wave 1 candidate (pilot)
16–20	Tier 2: Ready	Wave 2 candidate
11–15	Tier 3: Conditionally Ready	Wave 3, with pre-work
6–10	Tier 4: Not Ready	Defer until remediation complete
<6	Tier 5: Exclude	Do not include in current initiative

Recommended Rollout Sequence

Wave 1 Selection (Pilot Locations)

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

Composite score 21+ (Tier 1)
Geographic diversity (different regions/markets if possible)
Representative of broader portfolio (mix of specialties, acquisition vs. de novo, provider tenure)
Strong local champion who can provide detailed feedback
⚠️ Avoid: Highest-volume flagship locations (too much risk), newest acquisitions (too much change), locations with pending PMS migrations

Wave 2 Selection

Composite score 16+ (Tier 1 or 2)
Locations with similar characteristics to successful Wave 1 sites
Prioritize locations where learnings from Wave 1 directly apply

Wave 3 Selection

Remaining Tier 2 and Tier 3 locations
Complete any required pre-work (infrastructure upgrades, training prerequisites)

Deferred Locations

Tier 4 and 5 locations require remediation plans with specific milestones before inclusion
🟣 Present remediation costs vs. benefits to C-suite for go/no-go decision

4. Rollout Strategy

Wave Structure

Recommended Wave Deployment (35-Location Portfolio Example)

Wave	Locations	Duration	Buffer	Cumulative
Wave 1 (Pilot)	3 locations	4 weeks	2 weeks	Week 6
Wave 2	8 locations	3 weeks	1 week	Week 10
Wave 3	12 locations	3 weeks	1 week	Week 14
Wave 4	12 locations	3 weeks	—	Week 17

Adjust wave sizes based on central team capacity (recommend max 10–12 locations per wave).

Wave 1 Pilot Selection Criteria

Must-Have Criteria

Preferred Criteria

Timeline Per Wave

Wave 1 (Pilot) — 4 Weeks Active + 2 Weeks Buffer

Week	Activities
Week 1	Configuration, integration validation, staff training at pilot sites
Week 2	Soft launch (AI handles limited call types), daily monitoring
Week 3	Full launch (all call types), daily check-ins, issue resolution
Week 4	Stabilization, workflow refinements, feedback synthesis
Weeks 5–6	Buffer for learning capture, documentation updates, Wave 2 prep

Waves 2–4 — 3 Weeks Active + 1 Week Buffer

Week	Activities
Week 1	Configuration (using standardized template), training (train-the-trainer), pre-go-live testing
Week 2	Go-live, intensive monitoring, issue resolution
Week 3	Stabilization, champion handoff to steady-state support
Buffer	1 week for learning integration, preparation for next wave

Go/No-Go Criteria for Wave Advancement

Mandatory Criteria (All Must Be Met)

Criterion	Measurement	Threshold
System Uptime	Vendor SLA tracking	≥99.5% during business hours
Call Handling Accuracy	QA review of recorded calls	≥92% correctly routed/resolved
Critical Bug Count	Issue tracker	0 unresolved critical issues
Staff Training Completion	Training system records	100% of required staff certified
Patient Complaint Rate	Patient feedback, escalations	<0.5% of interactions

Advisory Criteria (Yellow Flags, Not Blockers)

Criterion	Measurement	Threshold
Appointment Booking Rate	PMS data	Within 10% of baseline (neutral or positive)
Staff Satisfaction	Pulse survey	>60% positive/neutral
Integration Stability	Error logs	<5 integration errors/day average

🟣 Go/No-Go Decision Authority

Advance to next wave: VP of Operations + VP of IT joint decision
Pause and extend current wave: VP of Operations can unilaterally decide
Abort rollout entirely: Requires C-suite review

Rollback Plan

Triggering Conditions for Rollback

Critical system outage >4 hours during business hours
Patient safety concern (e.g., AI provides medical advice, misroutes emergency)
2% patient complaint rate related to AI interactions
Critical integration failure causing scheduling errors
🟣 Executive decision to pause based on strategic factors

Rollback Procedure

Immediate (0–30 minutes): Redirect phone routing to original system or overflow queue
Short-term (30 minutes – 4 hours): Restore original phone tree configuration, notify staff via emergency protocol
Communication (within 4 hours): Regional manager notifies all affected locations, talking points distributed
Analysis (24–72 hours): Root cause analysis with vendor, remediation plan development
Decision (within 1 week): 🟣 C-suite decision to remediate and retry vs. abort

Isolation Principle

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Dentrix G6.2+ and Dentrix Enterprise)

Prerequisites: ☐ Dentrix API module license active ☐ API credentials obtained from Henry Schein ☐ Test patient records created for validation

Integration Steps:

🔵 Provide Dentina.AI team with API credentials and endpoint URLs (Vendor-assisted)
Configure read permissions: Patient demographics, appointment schedule, provider availability
Configure write permissions: Appointment creation, patient notes, recall updates
⚠️ Validate bi-directional sync with test appointments (common failure point: timezone mismatches)
Test appointment conflict detection
Confirm insurance eligibility integration (if applicable)
Validate patient matching logic (DOB + name vs. patient ID)
Document any custom field mappings specific to your Dentrix configuration

Eaglesoft Integration (Eaglesoft 21+)

Prerequisites: ☐ Eaglesoft eServices module active ☐ API access enabled in Eaglesoft settings ☐ Patterson support contact engaged for integration assistance

Integration Steps:

🔵 Enable Eaglesoft API access and provide credentials to Dentina.AI (Vendor-assisted)
Map appointment types between Dentina.AI and Eaglesoft
⚠️ Configure provider schedule sync (common failure point: provider ID mismatches)
Validate operatory availability sync
Test appointment creation flow end-to-end
Confirm patient communication preferences are respected
Validate recall integration if using Dentina.AI for recall outreach

Open Dental Integration (Open Dental 22.1+)

Prerequisites: ☐ Open Dental API key generated (Settings > API) ☐ Web service URL confirmed ☐ eConnector running (if required for real-time sync)

Integration Steps:

Generate API key with appropriate permissions (Program, PatComm, Appointment, Patient)
🔵 Provide API key and web service URL to Dentina.AI (Vendor-assisted)
Configure appointment type mappings
Validate provider schedule integration
Test recall list sync and outreach triggers
⚠️ Confirm timezone handling (Open Dental stores in local time; confirm AI interprets correctly)
Validate any custom forms or questionnaire integrations

Phone System Integration

VoIP/SIP Integration Steps

Document current call routing architecture (IVR trees, hunt groups, forwarding rules)
🔵 Obtain SIP trunk credentials or integration method from Dentina.AI
Create dedicated DIDs (phone numbers) for AI receptionist per location, OR configure call forwarding
⚠️ Configure failover routing (if AI system unavailable, calls route to backup queue)
Test call quality across sample calls (minimum 10 test calls per location)
Configure call recording integration (ensure compliance with state laws)
Validate caller ID display for outbound calls
Test after-hours routing vs. business hours routing
Configure warm transfer capability to human staff

Common Phone Systems — Specific Notes

System	Integration Method	Key Consideration
RingCentral	API + SIP	Use API for call analytics integration
8x8	SIP Trunk	Requires 8x8 support for trunk configuration
Vonage	API + SIP	Strong API; recommend API-first approach
Nextiva	SIP	May require professional services
Legacy PBX	SIP Gateway	Requires hardware SIP gateway; add 1–2 weeks

Test Environment Setup

New patient appointment request
Existing patient reschedule
Cancellation request
Insurance question
After-hours emergency routing
Transfer to human request
Spanish language handling (if applicable) ☐ Execute all test cases and document results ☐ 🔵 Review test results with Dentina.AI team (Vendor-assisted) ☐ Obtain sign-off before production deployment

DSO Configuration Standards

Standardized Configuration Template

The following settings should be IDENTICAL across all locations:

Setting Category	Standardized Elements
Brand Voice	Greeting script, brand name pronunciation, tone guidelines
Business Rules	Appointment lead time requirements, cancellation policy language
Escalation Triggers	When to transfer to human, emergency detection keywords
Compliance Language	HIPAA acknowledgments, recording notifications
Reporting	Metrics tracked, dashboard views, alert thresholds
Security	Password policies, session timeouts, access roles

Location-Specific Configuration

The following can/should vary by location:

Setting Category	Localized Elements
Hours of Operation	Business hours, holiday schedules
Provider Information	Names, specialties, availability patterns
Appointment Types	Services offered (varies by specialty mix)
Insurance Networks	Accepted plans at each location
Language Support	Spanish, other languages based on patient demographics
Location Details	Address, parking instructions, landmarks

Configuration Management

Centralized vs. Per-Location Testing

Recommendation: Centralized test environment with location-specific test cases

Approach	Pros	Cons
Centralized Testing (Recommended)	Consistent test methodology, efficient resource use, easier to compare results	May miss location-specific edge cases
Per-Location Testing	Catches local issues early	Resource-intensive, inconsistent execution

Hybrid Approach:

Conduct full test suite in centralized environment
Execute abbreviated "smoke test" at each location pre-go-live
Smoke test covers: Call routing, appointment creation, basic PMS sync

Enterprise HIPAA Compliance Checklist

Business Associate Agreement (BAA)

Data Governance

Access Controls

☐ SSO integration configured and tested ☐ Role-based access control (RBAC) configured:

Central Admin: Full configuration access, all locations
Regional Manager: View and limited edit for their locations
Location Manager: Configuration view for their location only
Front Desk: Operational access only
Reporting: Read-only dashboard access ☐ ⚠️ Terminated employee access revocation process (must be same-day) ☐ Access review cadence established (quarterly recommended)

PHI Handling

Compliance Verification

6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Select 1 champion per location who meets the following criteria:

Criterion	Requirement
Role	Office Manager (preferred) or Lead Front Desk
Tenure	Minimum 1 year at location
Tech Comfort	Successfully adopted 2+ technology changes
Communication	Strong verbal communication, respected by peers
Availability	Can dedicate 8–10 hours to training prep
Willingness	Volunteers or enthusiastically agrees (not forced)

Champion Responsibilities

Complete advanced certification training (4 hours)
Train all staff at their location using standardized materials
Serve as first point of contact for staff questions during go-live
Provide daily feedback to central team during first week
Document location-specific issues and workarounds
Lead ongoing training for new hires

Standardized Training Materials

Create Centrally:

Champions Customize Locally:

☐ Location-specific scheduling nuances ☐ Provider preference notes ☐ Local examples and scenarios ☐ Timezone and hours-specific details

Role-Specific Training Outlines

Dentists/Providers

Training Duration: 30–45 minutes Format: Live demo + Q&A (can be virtual)

Content:

What Dentina.AI does (and doesn't do) — 5 min
How appointments appear in your schedule — 10 min
Patient information AI collects before arrival — 5 min
How to access conversation history — 5 min
⚠️ Override procedures: when and how to flag AI errors — 10 min
Q&A — 10 min

Common Resistance Points:

"Patients won't like talking to a robot" → Share patient satisfaction data from similar practices; emphasize 24/7 availability patients appreciate
"It will make scheduling mistakes" → Explain AI scheduling rules, conflict detection, and human oversight process
"This is about cutting staff" → Position as augmentation, freeing staff for higher-value patient interactions

Provider Day 1 Cheat Sheet:

┌─────────────────────────────────────────────────┐
│ DENTINA.AI - PROVIDER QUICK REFERENCE           │
├─────────────────────────────────────────────────┤
│ ✓ AI-scheduled appointments show "AI" tag      │
│ ✓ Patient pre-call notes in appointment notes  │
│ ✓ To flag AI error: [specific system action]   │
│ ✓ AI conversation history: [where to find]     │
│ ✓ Questions? Ask [Champion Name]               │
│ ✓ Issues? Escalate to [contact]                │
└─────────────────────────────────────────────────┘

Hygienists

Training Duration: 15–20 minutes Format: Group training or video

Content:

Overview of Dentina.AI and why we're implementing — 5 min
How AI-scheduled appointments appear — 5 min
Pre-visit information available in patient notes — 5 min
How to direct patient questions about "the new system" — 5 min

Common Resistance Points:

"Will I need to learn a new system?" → No significant workflow change for hygienists; system works in background
"What do I tell patients who complain?" → Provide scripted response emphasizing convenience benefits

Hygienist Day 1 Cheat Sheet:

┌─────────────────────────────────────────────────┐
│ DENTINA.AI - HYGIENIST QUICK REFERENCE          │
├─────────────────────────────────────────────────┤
│ ✓ Your workflow: mostly unchanged              │
│ ✓ New patient note field: "AI Pre-Call Notes"  │
│ ✓ Patient asks about AI? See script below      │
│ ✓ Questions? Ask [Champion Name]               │
│                                                 │
│ SCRIPT: "Yes, we now offer 24/7 scheduling     │
│ assistance! You can call, text, or chat        │
│ anytime. Was your experience good?"            │
└─────────────────────────────────────────────────┘

Front Desk / Office Manager

Training Duration: 2–3 hours (most extensive) Format: Live hands-on training with practice scenarios

Content:

System overview and login — 15 min
Understanding AI-handled vs. human-required calls — 20 min
Dashboard navigation and monitoring — 20 min
Reviewing AI conversation transcripts — 15 min
Handling warm transfers from AI — 20 min
⚠️ Correcting AI scheduling errors — 20 min
Running basic reports — 15 min
Escalation procedures — 15 min
Practice scenarios — 30 min
Q&A — 10 min

Common Resistance Points:

"Is my job being replaced?" → Emphasize role evolution: less time on routine calls, more time on complex patient needs, insurance issues, in-office patient experience
"Patients will be frustrated" → Review satisfaction data; explain AI handles what patients actually prefer (quick scheduling), humans handle what needs judgment
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