Doctible
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Doctible — Implementation Playbook (DSO)
Doctible Implementation Playbook for DSOs
Patient Communication AI Platform
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
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)
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)
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
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
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
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
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 |
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 |
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
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% |
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
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
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 |
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):
- Notify regional manager and VP of Operations
- Document the triggering issue with screenshots/logs
- 🔵 Contact Doctible Tier 3 support immediately
- 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):
- Revert affected location(s) to pre-Doctible workflows
- Restore any disabled legacy systems/processes
- Document patient communications sent during affected period
- Root cause analysis initiation
Recovery Actions (24–72 hours):
- Root cause identified and remediated
- 🔵 Vendor confirmation that issue is resolved
- Decision: resume wave or delay
- 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
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:
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
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
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
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:
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
Field Mapping (30–45 minutes) ☐ Map patient ID, phone, email, appointment fields ☐ Configure recall type mapping ☐ Set appointment status mappings (confirmed, cancelled, completed)
Test Sync Cycle (30 minutes) ☐ Manually trigger sync ☐ Create test appointment in Eaglesoft, verify it appears in Doctible ☐ Send test reminder, verify delivery
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:
API Configuration (30–60 minutes) ☐ Navigate to Open Dental > Setup > Program Links ☐ Enable API access ☐ Generate API credentials ☐ Enter credentials into Doctible admin portal
Webhook Setup (30 minutes) ☐ 🔵 Configure webhooks for real-time appointment updates ☐ Test webhook triggers with sample appointment
Data Sync Validation (60 minutes) ☐ Confirm patient data flowing correctly ☐ Verify appointment statuses sync both directions ☐ Test recall sync
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 | ☐ |
Data Migration Steps (If Applicable)
Migrating from Existing Patient Communication Platform
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
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
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
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
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
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
AI-generated implementation guide based on public vendor information. Verify specifics directly with Doctible.