Doctible — Implementation Playbook (DSO)

Doctible Implementation Playbook for DSOs

Patient Communication AI Platform

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1. Executive Summary

What Doctible Does

Doctible is an AI-powered patient communication and engagement platform that automates appointment reminders, recall campaigns, online scheduling, reputation management, two-way texting, and patient intake workflows. The platform uses intelligent automation to reduce no-shows, fill schedule gaps, accelerate payments, and streamline front-desk operations across your entire organization.

Why DSOs Benefit from AI-Driven Patient Communication at Scale

Patient communication represents one of the highest-leverage operational improvements available to multi-location dental organizations. Here's why:

Scale Advantages:

• A single configuration can automate millions of patient touchpoints annually across 15–50 locations, eliminating inconsistent manual outreach
• Centralized template management ensures brand consistency and compliance while reducing per-location administrative burden by 60–70%
• Volume-based pricing creates meaningful cost advantages versus location-by-location point solutions

Standardization Benefits:

• Uniform patient experience regardless of which location a patient visits
• Consistent recall protocols that prevent patients from falling through the cracks during inter-location transfers
• Standardized reputation management protects and grows your brand equity across all markets

Data Aggregation Value:

• Cross-location analytics reveal which communication strategies drive the highest reactivation rates, enabling continuous optimization
• Aggregate no-show and cancellation data identifies systemic issues versus location-specific problems
• Enterprise-wide patient engagement scoring enables predictive modeling for case acceptance and retention

Expected Timeline: Decision to Full Deployment

Phase	Timeline	Milestone
Pre-Implementation	Weeks 1–2	Technical readiness confirmed, baseline metrics captured
Wave 1 Pilot (2–3 locations)	Weeks 3–5	Pilot locations live, initial learnings documented
Wave 2 Expansion (5–8 locations)	Weeks 6–9	Scaled deployment, champion network established
Wave 3 Full Rollout (remaining locations)	Weeks 10–14	All locations live
Optimization	Weeks 15–20	ROI validated, workflows refined

Total Timeline: 16–20 weeks from contract signature to full optimization across all locations

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

Technical Requirements

Hardware Requirements

☐ Front desk workstations: Windows 10/11 or macOS 10.15+, modern browser (Chrome, Edge, or Safari) ☐ Minimum 4GB RAM per workstation (8GB recommended) ☐ Stable internet connection: minimum 10 Mbps download/upload per location ☐ Mobile devices for staff using Doctible mobile app (iOS 14+ or Android 10+)

Software Requirements

☐ Practice Management System (PMS): Verify current version compatibility

• Dentrix G6.1 or higher
• Eaglesoft 21.0 or higher
• Open Dental 21.1 or higher
• Other PMS: Confirm API availability with vendor ☐ Web browser: Chrome 90+, Edge 90+, or Safari 14+ (latest versions recommended) ☐ Email client for administrative notifications

Network Requirements

☐ Outbound HTTPS (port 443) access to Doctible servers ☐ Whitelist Doctible IP ranges if applicable (obtain from vendor) ☐ SMS/MMS capability for patient texting features ☐ VoIP compatibility if using voice reminder features

Integration Requirements

☐ PMS API access credentials or sync agent installation permissions ☐ Administrative access to PMS for initial sync setup ☐ Existing online scheduling tool access (for migration/replacement planning) ☐ Current reputation management platform credentials (if migrating reviews)

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Vendor Onboarding Steps

Key Contacts to Establish

☐ 🔵 Request dedicated Enterprise Account Manager assignment ☐ 🔵 Identify your Implementation Project Manager at Doctible ☐ 🔵 Obtain Technical Support escalation contacts (Tier 1, Tier 2, Tier 3) ☐ 🔵 Establish Executive Sponsor contact at Doctible for strategic issues ☐ Document all contact information in central repository accessible to regional managers

Onboarding Documentation

☐ 🔵 Execute Business Associate Agreement (BAA) at enterprise level ☐ 🔵 Complete Master Services Agreement (MSA) with multi-location terms ☐ 🔵 Obtain enterprise pricing confirmation and location count flexibility terms ☐ 🔵 Request implementation timeline commitment in writing ☐ 🔵 Obtain SLA documentation (uptime guarantees, response times)

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Data/Access Prerequisites

System Access Needed

☐ PMS administrative credentials for each location (or centralized access if available) ☐ API keys or integration credentials from PMS vendor ☐ Access to patient database for data validation ☐ Email domain verification for sending communications (SPF/DKIM records) ☐ Phone number porting documentation if transferring existing numbers

Data Preparation

☐ Patient data export capability from current systems ☐ Historical communication preferences (opt-out lists) ☐ Existing appointment reminder/recall schedules to replicate ☐ Current template library (SMS, email content) for migration

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Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	Role in Implementation	Communication Frequency
Board/Investors	Board members, PE partners	Approve budget, receive ROI updates	Monthly summary
C-Suite	CEO, COO, CDO, CFO	Strategic oversight, resource allocation	Bi-weekly briefing
VP of Operations	Implementation owner	Day-to-day decision authority, escalation point	Daily during rollout
Chief Dental Officer	Clinical workflow approval	Provider communication protocols	Weekly check-ins
Regional Managers	Wave coordinators	Location readiness, champion management	2x/week during active waves
Office Managers	Location-level leads	Staff scheduling, workflow adoption	Daily during go-live week
Providers	Associate dentists, specialists	Clinical workflow adherence	Training + go-live
Front Desk Staff	Primary users	System operation, patient interaction	Training + ongoing support

Approval Requirements

🟣 Board/Executive Approval Required: ☐ Total project budget authorization ☐ Timeline commitment affecting Q targets ☐ Data governance policy changes ☐ Patient communication policy changes

🟣 VP/CDO Approval Required: ☐ Rollout wave sequence ☐ Go/no-go criteria between waves ☐ Escalation protocols ☐ Provider workflow changes ☐ Integration architecture decisions

Regional Manager Authority: ☐ Location champion selection ☐ Training scheduling ☐ Local configuration customizations within guidelines ☐ Go-live day staffing

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Baseline Metrics to Capture

⚠️ Critical: Capture these metrics BEFORE any configuration begins. Without baselines, ROI measurement is impossible.

Standardized Measurement Protocol

Collect the following metrics for each location using identical methodology:

Metric Category	Specific Metric	Measurement Method	Capture Timeframe
Appointment Efficiency	No-show rate	(No-shows / Total scheduled) × 100	Prior 90 days
	Same-day cancellation rate	(Same-day cancels / Total scheduled) × 100	Prior 90 days
	Schedule fill rate	(Filled hours / Available hours) × 100	Prior 90 days
	Average days to next available new patient appointment	PMS reporting	Current snapshot
Recall Effectiveness	Recall compliance rate	(Completed recalls / Due recalls) × 100	Prior 12 months
	Recall reactivation rate	(Reactivated patients / Lost patients) × 100	Prior 12 months
	Average days overdue for recall patients	PMS calculation	Current snapshot
Patient Acquisition	Online reviews generated per month	Google + Facebook count	Prior 6-month average
	Average star rating	Weighted average across platforms	Current snapshot
	New patient inquiry response time	Secret shop or logged response	Current snapshot
Operational Efficiency	Outbound calls per day (appointment-related)	Staff log or phone system	1-week sample
	Front desk FTE hours spent on reminders/recalls	Time study	1-week sample
	Patient check-in time	Front desk timestamp	1-week sample
Revenue Impact	Average production per day	PMS reporting	Prior 90 days
	Collection rate	(Collections / Production) × 100	Prior 90 days
	Accounts receivable days	AR aging report	Current snapshot

Cross-Location Standardization Requirements

☐ 🟣 Establish single source of truth for metric definitions (create data dictionary) ☐ Assign one analyst/coordinator to pull all baseline metrics (avoid location-level interpretation variance) ☐ Use identical date ranges for all locations ☐ Document any data quality issues per location (will impact wave sequencing) ☐ Store baselines in centralized dashboard for later comparison

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Enterprise-Level Technical Requirements

Network Standards Across Locations

☐ Document minimum bandwidth requirements in IT standards guide ☐ Verify VPN/firewall configurations allow Doctible traffic at all locations ☐ Confirm outbound port access (443) is universally available ☐ Assess network reliability at each location (uptime history)

Hosting Architecture Decision

🟣 Executive Decision Required:

Option	Pros	Cons	Recommendation
Centralized Hosting	Single admin console, unified data, simpler compliance	Single point of failure, may require location-specific configs	✓ Recommended for DSOs
Location-Level Instances	Location autonomy, isolated failures	Fragmented data, harder to benchmark, higher admin burden	Not recommended

☐ Confirm Doctible enterprise architecture supports centralized multi-tenant structure ☐ 🔵 Verify data segregation capabilities (can you run location-specific reports from central instance?)

Single Sign-On (SSO) Integration

☐ Determine SSO provider (Okta, Azure AD, Google Workspace) ☐ 🔵 Confirm Doctible SSO compatibility (SAML 2.0, OAuth 2.0) ☐ Allocate IT resources for SSO configuration (estimate: 4–8 hours) ☐ Test SSO with pilot users before wave 1

Centralized Credentialing & User Management

☐ Define role-based access control (RBAC) structure

• Enterprise Admin: Full system access
• Regional Manager: Multi-location view, limited config changes
• Office Manager: Single location admin
• Staff User: Operational access only ☐ Establish user provisioning workflow (new hire onboarding, termination offboarding) ☐ Document password/MFA requirements aligned with organizational security policy

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3. Location Readiness Assessment

Readiness Scoring Framework

Score each factor 1–5 using the criteria below. Produce a composite readiness score per location to determine rollout wave assignment.

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

Score	Criteria
5	Fiber internet (100+ Mbps), all workstations <2 years old, PMS on latest version
4	Cable internet (50+ Mbps), workstations <4 years old, PMS within 1 version of current
3	DSL/Cable (25+ Mbps), mixed workstation ages, PMS within 2 versions of current
2	Internet reliability issues, some outdated workstations, PMS significantly outdated
1	Frequent connectivity issues, hardware failures common, PMS version incompatible without upgrade

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

Score	Criteria
5	Average tenure >3 years, <10% annual turnover, previous successful tech implementations
4	Average tenure 2–3 years, 10–15% turnover, generally positive toward technology
3	Average tenure 1–2 years, 15–25% turnover, mixed attitudes toward change
2	Average tenure <1 year, 25–40% turnover, resistance to recent changes
1	High turnover (>40%), active resistance to technology, multiple failed implementations

Factor 3: Patient Volume (Weight: 15%)

Score	Criteria	Risk/Reward Note
5	1,500+ active patients, 40+ patients/day	High impact, requires robust support
4	1,000–1,499 active patients, 30–39 patients/day	Strong ROI potential
3	600–999 active patients, 20–29 patients/day	Balanced risk/reward
2	300–599 active patients, 10–19 patients/day	Lower impact, lower risk
1	<300 active patients, <10 patients/day	Limited scale benefit

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

Score	Criteria
5	PMS on Doctible's Tier 1 integration list, no conflicting tools, clean data
4	PMS compatible with minor config required, minimal conflicting tools
3	PMS compatible but requires sync agent, 1–2 tools to replace/integrate
2	PMS requires workarounds, significant tool overlap to resolve
1	PMS not directly supported, major integration challenges, data quality issues

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

Score	Criteria
5	Office manager is tech-forward and enthusiastic, provider also engaged, prior champion experience
4	Office manager willing and capable, some provider interest
3	Office manager competent but not enthusiastic, will need regional support
2	No clear champion, may need to develop one, skeptical leadership
1	Active resistance from leadership, no viable champion candidate

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Composite Score Calculation

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

Example Location Assessment:

Location	IT	Staff	Volume	Tech Stack	Champion	Composite
Location A	5	4	4	5	5	4.60
Location B	4	3	5	4	4	3.95
Location C	3	4	3	3	3	3.20
Location D	2	2	4	2	2	2.30

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Wave Assignment Based on Readiness Scores

Composite Score	Wave Assignment	Rationale
4.0–5.0	Wave 1 (Pilot)	High probability of success, will generate learnings and success stories
3.0–3.9	Wave 2 (Early Expansion)	Solid foundation, benefit from Wave 1 learnings
2.0–2.9	Wave 3 (Full Rollout)	Require additional preparation; use delay time for remediation
<2.0	Remediation Required	Address blockers before including in any wave

Location Remediation Checklist (for sub-2.0 scores)

☐ IT infrastructure upgrades required (estimate cost and timeline) ☐ Staff training prerequisites (basic computer skills, PMS proficiency) ☐ PMS upgrade required (coordinate with vendor) ☐ Champion development plan (identify and develop candidate) ☐ 🟣 Decision: include in Wave 3 with extended timeline, or defer to Phase 2

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4. Rollout Strategy

Wave Structure Overview

Wave	Locations	Duration	Cumulative Coverage
Wave 1 (Pilot)	2–3 locations	3 weeks	5–15%
Wave 2 (Early Expansion)	5–8 locations	3 weeks	30–45%
Wave 3A	6–10 locations	2 weeks	60–70%
Wave 3B	Remaining locations	2 weeks	100%

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Wave 1: Pilot Location Selection

Selection Criteria (Weighted)

Criterion	Weight	Description
High Readiness Score	30%	Composite score ≥4.0
Manageable Risk	25%	Not your highest-revenue location, recoverable if issues arise
Representative Portfolio	25%	Mix of characteristics (urban/suburban, specialty mix, PMS variety)
Geographic Accessibility	10%	Regional/central team can visit easily for support
Engaged Champion	10%	Office manager/provider actively wants to participate

Ideal Wave 1 Profile

• 2–3 locations that score highest on readiness
• At least 2 different PMS systems represented (tests integration breadth)
• At least 1 high-volume and 1 moderate-volume location (tests scale differences)
• None should be flagship/highest-revenue locations (reduces organizational risk)
• At least 1 location within easy travel distance of HQ for in-person support

Wave 1 Pilot Goals

☐ Validate integration stability across PMS variants ☐ Test communication templates with real patients ☐ Identify workflow friction points before scale ☐ Train and certify first cohort of location champions ☐ Generate success metrics and testimonials for internal communication

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Wave Timeline with Learning Buffers

Detailed Wave 1 Timeline (Weeks 3–5)

Day	Activity
Week 3, Day 1–2	Configuration and integration setup
Week 3, Day 3	Test environment validation
Week 3, Day 4–5	Staff training (all roles)
Week 4, Day 1	GO-LIVE DAY
Week 4, Day 2–5	Daily check-ins, issue resolution
Week 5	Stabilization, documentation of learnings

Buffer: 3–5 days between Wave 1 completion and Wave 2 start

Wave 2 Timeline (Weeks 6–9)

☐ Week 6: Configuration/integration for Wave 2 locations ☐ Week 7: Champion training, staff training ☐ Week 8: Staggered go-live (2–3 locations per day) ☐ Week 9: Stabilization and learning capture

Buffer: 3 days between Wave 2 completion and Wave 3 start

Wave 3 Timeline (Weeks 10–14)

☐ Weeks 10–11: Wave 3A (6–10 locations) ☐ Weeks 12–13: Wave 3B (remaining locations) ☐ Week 14: Final stabilization, all-hands check-in

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Go/No-Go Criteria Between Waves

Advancing from Wave 1 to Wave 2

🟣 Executive checkpoint required. Do not proceed to Wave 2 unless all criteria are met:

Category	Go Criteria	No-Go Triggers
Technical Stability	<5% sync failures, no critical bugs	>15% sync failures, any data integrity issues
User Adoption	>80% of staff using daily, <10% workaround usage	>30% staff reverting to manual processes
Patient Experience	<1% patient complaints, no HIPAA issues	Any HIPAA breach, patient complaints trending up
Champion Confidence	Champions rate readiness ≥7/10 to train others	Any champion requests delay or withdrawal
Baseline Metrics	Measurable improvement or neutral in key metrics	Any metric significantly worse than baseline

Advancing from Wave 2 to Wave 3

Category	Go Criteria	No-Go Triggers
All Wave 1 criteria	Still met	Any Wave 1 criteria degraded
Champion Network	Wave 2 champions certified, training feedback positive	Champion capacity insufficient for Wave 3 volume
Process Documentation	Runbooks updated with Wave 1/2 learnings	Undocumented edge cases still occurring
Support Capacity	Central team can support 2x location volume	Support queue exceeding SLAs

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Rollback Plan

Triggering a Rollback

⚠️ Rollback triggers (any of the following):

• Data integrity issue affecting patient records
• HIPAA breach or near-miss involving PHI
• System unavailability >4 hours

• 30% of communications failing to deliver

• Provider refusal to use system citing patient safety

Rollback Procedure

Immediate Actions (0–2 hours):

1. Notify regional manager and VP of Operations
2. Document the triggering issue with screenshots/logs
3. 🔵 Contact Doctible Tier 3 support immediately
4. Communicate to affected location(s): "We're pausing the new system while we resolve [issue]. Please use [previous process] until further notice."

Short-term Actions (2–24 hours):

1. Revert affected location(s) to pre-Doctible workflows
2. Restore any disabled legacy systems/processes
3. Document patient communications sent during affected period
4. Root cause analysis initiation

Recovery Actions (24–72 hours):

1. Root cause identified and remediated
2. 🔵 Vendor confirmation that issue is resolved
3. Decision: resume wave or delay
4. If resuming: start with 1 location in controlled restart

Isolation Protocol

Key Principle: A rollback at one location should NOT affect other locations

☐ Confirm wave deployments are operationally independent ☐ Ensure location-level disable capability exists without affecting org ☐ Pre-document which manual processes exist as fallback per location ☐ Identify location-specific data that would need to be restored

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Weeks 2–3)

Prerequisites: ☐ Dentrix version G6.1 or higher confirmed ☐ Administrative login credentials available ☐ API access enabled (or Doctible sync agent approved for installation)

Step-by-Step Integration:

1. Install Doctible Sync Agent (60–90 minutes per location) ☐ Download sync agent from Doctible admin portal ☐ Run installer on server/workstation running Dentrix ☐ Enter API credentials when prompted ⚠️ Ensure antivirus/firewall allows sync agent processes

2. Configure Data Sync (30–45 minutes) ☐ 🔵 Work with Doctible support to map Dentrix fields to Doctible fields ☐ Select data elements to sync: appointments, patient demographics, recalls, treatment plans ☐ Set sync frequency (recommended: every 5 minutes) ☐ Exclude sensitive data fields if required by policy

3. Initial Data Pull (1–4 hours depending on database size) ☐ Initiate historical data sync (recommended: 24 months of data) ☐ Monitor sync progress in Doctible dashboard ⚠️ First sync may be slow; schedule during non-peak hours

4. Validate Data Accuracy (60 minutes) ☐ Spot-check 20 patient records for accuracy ☐ Verify appointment sync is bidirectional (if configured) ☐ Confirm recall dates match source system ☐ Document any discrepancies

Eaglesoft Integration (Weeks 2–3)

Prerequisites: ☐ Eaglesoft version 21.0 or higher ☐ Server-level access for sync agent installation ☐ Eaglesoft API or eClinicalWorks bridge credentials

Step-by-Step Integration:

1. Sync Agent Installation (60–90 minutes) ☐ Obtain Eaglesoft-specific sync agent from Doctible ☐ Install on Eaglesoft server ☐ Configure database connection string ☐ 🔵 Verify connection with Doctible support

2. Field Mapping (30–45 minutes) ☐ Map patient ID, phone, email, appointment fields ☐ Configure recall type mapping ☐ Set appointment status mappings (confirmed, cancelled, completed)

3. Test Sync Cycle (30 minutes) ☐ Manually trigger sync ☐ Create test appointment in Eaglesoft, verify it appears in Doctible ☐ Send test reminder, verify delivery

4. Production Activation (15 minutes) ☐ Enable automated sync schedule ☐ Confirm real-time or near-real-time updates

Open Dental Integration (Weeks 2–3)

Prerequisites: ☐ Open Dental version 21.1 or higher ☐ API module enabled (may require Open Dental support) ☐ API key generated

Step-by-Step Integration:

1. API Configuration (30–60 minutes) ☐ Navigate to Open Dental > Setup > Program Links ☐ Enable API access ☐ Generate API credentials ☐ Enter credentials into Doctible admin portal

2. Webhook Setup (30 minutes) ☐ 🔵 Configure webhooks for real-time appointment updates ☐ Test webhook triggers with sample appointment

3. Data Sync Validation (60 minutes) ☐ Confirm patient data flowing correctly ☐ Verify appointment statuses sync both directions ☐ Test recall sync

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Test Environment Setup

Centralized Test Environment (Recommended for DSOs)

☐ 🔵 Request dedicated test tenant from Doctible (separate from production) ☐ Clone configuration from production template ☐ Load sample patient data (synthetic or anonymized) ☐ Configure test phone numbers/emails (no real patient contact)

Validation Checklist

Test Case	Expected Outcome	Pass/Fail
Appointment reminder SMS	Delivered within 60 seconds	☐
Appointment reminder email	Delivered within 5 minutes	☐
Patient confirms appointment	Status updates in PMS	☐
Patient reschedules via link	New appointment created in PMS	☐
Recall reminder sent	Correct patients receive, correct intervals	☐
Online scheduling	Patient books, appears in PMS	☐
Two-way texting	Response appears in Doctible inbox	☐
Review request	Link works, review posts to Google	☐
Patient forms	Completed form populates patient record	☐

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Data Migration Steps (If Applicable)

Migrating from Existing Patient Communication Platform

1. Export Current Data (2–4 hours) ☐ Export patient communication preferences (opt-outs) from legacy system ☐ Export template library (SMS/email content) ☐ Export communication history (optional, for continuity) ☐ Export any custom automation rules

2. Import into Doctible (2–4 hours) ☐ 🔵 Work with Doctible to format import files ☐ Import opt-out lists first (critical for compliance) ☐ Recreate templates using Doctible template builder ☐ Configure automation rules to match prior logic

3. Legacy System Sunset (1–2 weeks post go-live) ⚠️ Do not disable legacy system until Doctible is stable ☐ Run parallel for 1–2 weeks ☐ Monitor for duplicate patient communications ☐ Disable legacy only after confirmation of stability

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Security & HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist

☐ 🔵 Business Associate Agreement (BAA): Executed at enterprise level covering all locations ☐ Data Encryption: Verify Doctible encrypts data at rest (AES-256) and in transit (TLS 1.2+) ☐ Access Controls: RBAC implemented, minimum necessary access enforced ☐ Audit Logging: Confirm all PHI access is logged and logs are retained per policy (minimum 6 years) ☐ Data Backup: Verify Doctible's backup and disaster recovery procedures meet your requirements ☐ Breach Notification: Confirm Doctible's breach notification timeline (must meet HIPAA 60-day requirement) ☐ Subcontractor Review: Confirm Doctible's third-party vendors (SMS providers, etc.) have BAAs in place

Access Control Configuration

☐ Implement role-based access per RBAC framework defined earlier ☐ Configure automatic session timeout (recommended: 15 minutes) ☐ Enable MFA for all administrative accounts ☐ Disable shared logins; every user has individual credentials ☐ Document access provisioning/deprovisioning procedures

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DSO-Specific Configuration

Standardized Configuration Template

🟣 Decision Required: What settings should be identical across ALL locations?

Configuration Element	Standardize?	Rationale
Appointment reminder timing (e.g., 48hr, 24hr, 2hr)	✓ Yes	Brand consistency, patient expectation management
Reminder message content	✓ Yes	Brand voice, compliance language
Recall reminder sequence	✓ Yes	Uniform patient experience
Review request timing and template	✓ Yes	Brand reputation management
Two-way texting hours	✓ Yes	Patient expectation, staffing alignment
Patient forms library	✓ Yes	Compliance, data consistency
Opt-out handling	✓ Yes	Regulatory compliance
Escalation protocols	✓ Yes	Support quality

Location-Specific Configuration Allowances

Configuration Element	Allow Variation?	Guidelines
Office hours	✓ Yes	Must match actual location hours
Provider names in templates	✓ Yes	Use correct provider for personalization
Specialty-specific recall intervals	✓ Yes	Perio, pedo, ortho may differ from GP
Local phone number	✓ Yes	Each location needs unique caller ID
Holiday closures	✓ Yes	Regional variation in observed holidays
Language preferences	✓ Yes	Match patient demographics

Configuration Template Distribution

☐ Create master configuration template in Doctible ☐ Clone template for each location during setup ☐ Document which settings are locked (standard) vs. editable (local) ☐ Restrict local admin ability to change standardized settings

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Criterion	Weight	Description
Role	Required	Office manager or experienced front desk lead
Tenure	30%	Minimum 1 year at location
Tech Aptitude	30%	Demonstrates comfort with existing tech, learns quickly
Peer Influence	25%	Respected by team, can motivate others
Communication	15%	Can explain concepts clearly, patient under pressure

Champion Responsibilities

☐ Complete certification training (central training, ~4 hours) ☐ Train