Eaglesoft — Implementation Playbook (DSO)

Eaglesoft Practice Management System

DSO Implementation Playbook

---

1. Executive Summary

What Eaglesoft Does

Eaglesoft is Patterson Dental's comprehensive practice management platform that centralizes scheduling, clinical charting, treatment planning, patient communications, billing, and reporting into a unified system. The platform offers enterprise-level capabilities including multi-location management, centralized reporting, and integration with imaging systems, insurance clearinghouses, and third-party clinical tools.

Why DSOs Benefit from Practice Management Standardization at Scale

For DSOs operating 15–50+ locations, standardized practice management delivers compounding advantages that single practices cannot achieve:

• Data Aggregation & Benchmarking: Unified PMS architecture enables real-time visibility into production, collections, case acceptance, and provider efficiency across your entire portfolio—allowing you to identify underperformers, replicate top-performer workflows, and make evidence-based resource allocation decisions.
• Operational Standardization: Consistent charting conventions, treatment coding, scheduling templates, and billing workflows reduce training complexity, simplify staff mobility between locations, and create predictable patient experiences regardless of which office a patient visits.
• Vendor Leverage & Integration Efficiency: Enterprise-level PMS deployment creates negotiating leverage with Patterson and third-party vendors, enables single-point integrations (rather than per-location implementations), and reduces total cost of ownership through centralized licensing and support agreements.
• AI & Analytics Readiness: Standardized data architecture is prerequisite infrastructure for deploying AI-powered tools (radiograph analysis, treatment acceptance prediction, revenue cycle optimization). Fragmented PMS environments create data silos that block AI value realization.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Cumulative
Pre-Implementation & Planning	2–3 weeks	Week 3
Wave 1 Pilot (2–3 locations)	4–6 weeks	Week 9
Wave 2 Expansion (5–8 locations)	4–6 weeks	Week 15
Wave 3 Full Rollout (remaining)	6–10 weeks	Week 25
Post-Launch Optimization	Ongoing	—

Total deployment for 15–50 locations: 5–7 months (depending on location count, complexity, and migration scope)

---

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

2.1 Technical Requirements

Hardware Specifications (Per Location)

☐ Workstations: Windows 10/11 Pro (64-bit), minimum 8GB RAM (16GB recommended), SSD storage, Intel i5 or equivalent processor ☐ Server (if on-premise): Windows Server 2019/2022, minimum 32GB RAM, RAID-configured storage with minimum 500GB available ☐ Network: Minimum 100 Mbps symmetric internet per location; 1 Gbps internal LAN recommended ☐ Peripherals: Barcode scanners, signature pads, label printers compatible with Eaglesoft driver requirements

Software Prerequisites

☐ Microsoft SQL Server (Express for <5 users, Standard for larger deployments) ☐ .NET Framework 4.8 or later ☐ Antivirus exclusions configured for Eaglesoft directories and SQL processes ☐ Windows Firewall rules configured for Eaglesoft ports (confirm specific ports with Patterson)

Network & Infrastructure

☐ Static internal IP addresses for servers at each location ☐ VPN or secure tunnel configuration for remote access and central monitoring ☐ Backup solution configured and tested (local + offsite/cloud) ☐ UPS battery backup for all servers and critical workstations

2.2 Vendor Onboarding Steps 🔵

Step	Owner	Timeline
☐ Execute enterprise licensing agreement with Patterson Dental	VP Ops / Legal	Week 1
☐ Assign dedicated Patterson implementation manager for DSO account	Patterson	Week 1
☐ Establish technical support escalation contacts (Tier 1, Tier 2, Tier 3)	Patterson	Week 1
☐ Schedule enterprise architecture review call	IT + Patterson	Week 1
☐ Confirm training resource allocation from Patterson	Training Lead	Week 2
☐ Document SLA commitments and escalation procedures in writing	IT	Week 2

Key Vendor Contacts to Establish

• Enterprise Account Executive
• Implementation Project Manager
• Technical Support Manager (enterprise tier)
• Training Coordinator
• Integration Specialist (for third-party connections)

2.3 Data/Access Prerequisites

☐ Current PMS data export inventory (confirm what data exists and in what format) ⚠️ ☐ Patient demographic records with unique identifiers ☐ Financial/ledger history (how many years to migrate?) ☐ Treatment history and clinical notes ☐ Insurance information and claim history ☐ Document/image archives (linked or embedded?) ☐ Imaging system integration credentials (Dexis, Schick, etc.) ☐ Clearinghouse credentials (Tesia, DentalXChange, etc.) ☐ API keys or credentials for any third-party integrations ☐ Administrative credentials for current PMS systems ☐ Active Directory / SSO configuration details (if applicable)

2.4 Enterprise-Level Requirements

Network Standards Across Locations

☐ Standardized network topology: Document required switches, routers, firewall configurations ☐ Bandwidth minimums: Establish 100 Mbps symmetric as floor standard; flag locations below threshold ☐ Remote access protocol: Define VPN solution and access policies for central IT support ☐ Monitoring: Deploy network monitoring agents at each location for proactive issue detection

Centralized vs. Location-Level Architecture Decision 🟣

Option	Pros	Cons	Recommendation
Centralized Cloud/Hosted	Simplified management, unified backups, easier updates	Requires reliable connectivity at all locations, potential latency	Preferred for 25+ locations with strong internet
Location-Level Servers with Central Reporting	Local performance resilience, reduced bandwidth dependency	Higher hardware/maintenance costs, more complex updates	Preferred for locations with unreliable connectivity
Hybrid	Best of both worlds	Most complex to manage	Consider for mixed-maturity portfolios

☐ Decision required: Select architecture model before proceeding to Wave 1 🟣

Single Sign-On (SSO) Configuration

☐ Confirm Eaglesoft SSO compatibility with your identity provider (Azure AD, Okta, etc.) ☐ Define user provisioning workflow (centralized IT creates accounts vs. location-level) ☐ Establish role-based access control (RBAC) template: Admin, Provider, Hygienist, Front Desk, Billing, Read-Only

Centralized Credentialing

☐ Provider NPI numbers in standardized format ☐ State license numbers with expiration tracking ☐ DEA numbers (if applicable) ☐ Insurance network participation by provider by location

2.5 Stakeholder Alignment Map

Stakeholder Level	Who	What They Need	When to Engage
Board/Investors	Board members, PE partners	ROI projections, timeline, risk summary	Pre-decision, quarterly updates
C-Suite	CEO, CFO, CDO, VP Ops	Strategic rationale, budget, success metrics	Pre-decision, monthly updates
Regional Managers	Regional Directors/VPs	Rollout timeline by region, resource needs, change management support	Week 1, ongoing
Office Managers	Location-level OMs	Training schedule, workflow changes, go-live expectations	Week 2, intensive during wave prep
Providers	Dentists, specialists	Clinical workflow impacts, charting changes, any AI/clinical decision support	Week 2, role-specific training
IT/Support	Central IT, MSP partners	Technical requirements, support protocols, escalation paths	Week 1, ongoing

Approval Matrix 🟣

Decision	Approval Required From
Enterprise licensing agreement	CEO/CFO
Architecture model selection	VP Ops + IT Director
Wave sequence and timeline	VP Ops + CDO
Go-live date per location	Regional Manager + Office Manager
Rollback decision	VP Ops
Budget variance >10%	CFO

2.6 Baseline Metrics Capture ⚠️

Critical: Without consistent baseline measurement across all locations, ROI calculation post-deployment becomes impossible. Standardize measurement methodology BEFORE any location goes live.

Metrics to Capture (Per Location)

Metric Category	Specific Metric	Source	Measurement Period
Revenue	Monthly production	Current PMS	Trailing 6 months
Revenue	Monthly collections	Current PMS	Trailing 6 months
Revenue	Adjusted production (net of adjustments/write-offs)	Current PMS	Trailing 6 months
Case Acceptance	Treatment presented vs. accepted ($)	Current PMS	Trailing 3 months
Scheduling	Chair utilization rate	Current PMS	Trailing 3 months
Scheduling	Broken appointment rate	Current PMS	Trailing 3 months
Scheduling	Hygiene recare rate	Current PMS	Trailing 3 months
Billing	Days in A/R	Current PMS	Current snapshot
Billing	Claim denial rate	Clearinghouse	Trailing 3 months
Billing	Time from service to claim submission	Current PMS	Trailing 3 months
Operational	Average patient check-in time	Manual observation	1-week sample
Operational	Average checkout time	Manual observation	1-week sample
Staff	Training hours per role (current state)	HR records	As available

Standardization Checklist

☐ Define calculation methodology for each metric (document formulas) ☐ Assign data extraction responsibility per location ☐ Create centralized spreadsheet/dashboard for baseline collection ☐ Validate data quality for at least 3 representative locations before full collection ☐ Store baseline data in centralized repository with date stamps

---

3. Location Readiness Assessment

3.1 Scoring Framework

Score each location on the following factors (1 = Low readiness, 5 = High readiness). This assessment should be completed by Regional Managers in consultation with Office Managers and central IT.

Factor 1: IT Infrastructure Maturity

Score	Criteria
1	Workstations >5 years old, <50 Mbps internet, no dedicated server, frequent IT issues
2	Workstations 4–5 years old, 50–75 Mbps internet, basic server setup, occasional issues
3	Workstations 3–4 years old, 75–100 Mbps internet, adequate server, stable
4	Workstations 2–3 years old, 100+ Mbps internet, modern server, rarely issues
5	Workstations <2 years old, 200+ Mbps symmetric, enterprise-grade server, excellent uptime

Factor 2: Staff Tenure and Adaptability

Score	Criteria
1	>40% annual turnover, no tech training history, reported resistance to prior changes
2	30–40% turnover, minimal tech training, mixed reception to prior changes
3	20–30% turnover, some tech training, neutral reception to changes
4	10–20% turnover, regular tech training, positive reception to changes
5	<10% turnover, tech-forward culture, history of successful technology adoption

Factor 3: Patient Volume

Score	Criteria
1	<300 patients/month (low impact, but also low risk)
2	300–500 patients/month
3	500–800 patients/month (moderate volume, manageable risk)
4	800–1,200 patients/month (high impact, elevated risk)
5	>1,200 patients/month (highest impact but requires most rigorous preparation)

Note: For Wave 1 pilots, a score of 3 is often ideal—enough volume to validate workflows without overwhelming risk.

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
1	Legacy PMS (>10 years), no integration capability, proprietary imaging
2	Older PMS (5–10 years), limited integration options
3	Mid-tier PMS with standard integrations, some compatibility concerns
4	Modern PMS with good integration ecosystem, minor compatibility gaps
5	Current tech stack, verified Eaglesoft compatibility, existing Patterson relationship

Factor 5: Local Champion Availability ⚠️

Score	Criteria
1	No identifiable champion, Office Manager resistant, providers disengaged
2	Reluctant champion, limited influence
3	Willing champion, moderate influence and time availability
4	Enthusiastic champion (OM or lead provider), good influence, adequate time
5	Highly engaged champion, strong influence, dedicated time allocation, prior tech leadership experience

3.2 Composite Score Calculation

Formula: (Infrastructure × 1.5) + (Staff × 1.5) + (Volume × 1.0) + (Tech Stack × 1.0) + (Champion × 2.0) = Composite Score

Maximum possible score: 7.5 + 7.5 + 5 + 5 + 10 = 35

Readiness Tiers

Composite Score	Tier	Recommended Wave
28–35	Tier 1: High Readiness	Wave 1 Candidate
21–27	Tier 2: Moderate Readiness	Wave 2 Candidate
14–20	Tier 3: Needs Preparation	Wave 3 (after remediation)
<14	Tier 4: Not Ready	Defer until infrastructure/staffing improvements

3.3 Rollout Sequence Recommendation

Wave 1 Selection Criteria (2–3 locations)

☐ Composite score 28+ (Tier 1) ☐ Geographic diversity (if multi-region DSO, select from different regions to test regional dynamics) ☐ Variety in specialty mix (at least one GP-only, one with specialty if applicable) ☐ Not your highest-volume location (reduce risk during learning phase) ☐ Strong local champion confirmed and committed ☐ Regional Manager supportive and engaged

Wave 2 Selection (5–8 locations)

☐ Composite score 21+ (Tier 1 or Tier 2) ☐ Include some locations that will "stretch" the deployment learnings ☐ Begin regional clustering for efficient support

Wave 3 and Beyond (remaining locations)

☐ All Tier 2 and remediated Tier 3 locations ☐ Sequence by regional proximity for training efficiency ☐ Schedule Tier 4 locations only after documented remediation of blocking issues

3.4 Readiness Assessment Template

Location	Infrastructure	Staff	Volume	Tech Stack	Champion	Composite	Tier	Wave
Location A	4	5	3	4	5	30.5	1	1
Location B	3	4	3	3	4	24.5	2	2
Location C	2	2	4	2	2	16	3	3
...

---

4. Rollout Strategy

4.1 Wave Structure Overview

Wave 1 (Pilot)          Wave 2 (Expansion)       Wave 3 (Full Rollout)
2–3 locations           5–8 locations            Remaining locations
Weeks 3–8               Weeks 10–15              Weeks 17–25
────────────────────────────────────────────────────────────────────►
     │                       │                        │
     ▼                       ▼                        ▼
  Learning              Refinement                Scale
  Capture               & Validation              Execution

4.2 Wave 1: Pilot Phase (Weeks 3–8)

Objectives

• Validate configuration and integration approach
• Identify workflow friction points before broad deployment
• Build internal expertise and "proof of success" stories
• Refine training materials based on real feedback

Timeline

Week	Activities
Week 3	Infrastructure preparation, server setup, test environment
Week 4	Data migration (if applicable), integration configuration
Week 5	Staff training, parallel run begins
Week 6	Go-live with support cushion, intensive monitoring
Week 7	Issue resolution, workflow adjustment
Week 8	Stabilization, learning capture, Wave 2 preparation

Selection Criteria Checklist

☐ Tier 1 readiness score (28+) ☐ Champion confirmed with 10+ hours/week availability during Wave 1 ☐ Office Manager supportive and engaged ☐ Provider(s) at location committed to active feedback ☐ Regional Manager committed to weekly check-ins ☐ Location not in midst of other major changes (renovations, provider transitions, etc.)

Success Metrics for Wave 1

• Technical: <4 hours total downtime, all integrations functional, no data corruption
• Operational: Staff can complete core workflows independently by end of Week 6
• Satisfaction: Staff satisfaction score ≥3.5/5 in post-training survey

Learning Capture Requirements

☐ Daily issue log maintained by champion ☐ End-of-week retrospective with champion, OM, and central team ☐ Training material updates documented in real-time ☐ Configuration changes documented for standardization ☐ Staff feedback surveys administered at Week 6 and Week 8

4.3 Wave 2: Expansion Phase (Weeks 10–15)

Objectives

• Apply Wave 1 learnings at increased scale
• Validate train-the-trainer model
• Test regional support capacity
• Build momentum and internal case studies

Timeline

Week	Activities
Week 10	Wave 2 infrastructure preparation, champion training
Week 11	Data migration, integration configuration
Week 12	Staff training (delivered by champions with central support)
Week 13	Go-live Week 1 with elevated support
Week 14	Issue resolution, workflow refinement
Week 15	Stabilization, learning capture, Wave 3 preparation

Wave 2 Enhancements (Based on Wave 1 Learning)

☐ Updated training materials reflecting Wave 1 feedback ☐ Refined configuration template ☐ Known issues documented with workarounds ☐ Champion training refined based on Wave 1 champion feedback ☐ Support escalation paths tested and adjusted

4.4 Wave 3: Full Rollout (Weeks 17–25)

Objectives

• Complete deployment across remaining locations
• Demonstrate repeatable, scalable process
• Transition to steady-state support model

Timeline Approach

• Deploy in sub-waves of 5–8 locations each
• 2-week cycle per sub-wave (1 week prep/training, 1 week go-live/stabilization)
• Stagger go-live dates within sub-wave to avoid support bottlenecks (e.g., Mon-Tues-Wed)

4.5 Go/No-Go Criteria Between Waves 🟣

Advance to Next Wave (All must be true)

☐ ≥90% of core workflows functional without workaround ☐ Zero critical unresolved technical issues ☐ Staff satisfaction score ≥3.0/5 ☐ Champion confidence score ≥3.5/5 ☐ No active patient care disruptions ☐ Data integrity validated (spot-check patient records, financial data)

Hold for Remediation (Any one triggers hold)

☐ Critical integration failure not resolved within 5 business days ☐ Staff satisfaction score <2.5/5 ☐ Champion reports inability to support next wave ☐ More than 2 patient-impacting incidents during go-live week ☐ Significant data integrity issues discovered

4.6 Rollback Plan ⚠️

Rollback Triggers (Any one triggers consideration)

• Critical system failure persisting >24 hours
• Data corruption affecting patient records
• Multiple patient safety concerns reported
• Staff unable to perform core functions after 72 hours post-go-live

Rollback Process

1. Immediate (Hour 1–2): VP Ops + CDO + IT Director convene emergency call
2. Assessment (Hour 2–4): Document failure mode, confirm rollback is necessary vs. remediation
3. Decision (Hour 4): VP Ops makes rollback decision 🟣
4. Communication (Hour 4–6): Notify affected location, regional manager, central team
5. Execution (Hour 6–24): IT executes rollback to previous PMS (requires current system remain accessible during transition period)
6. Post-Mortem (Day 2–3): Document root cause, remediation plan, timeline for retry

Isolation Principle

Wave-based deployment ensures rollback at one location does NOT affect other locations or other waves. Each location must be able to operate independently during transition period.

---

5. Configuration & Integration (Weeks 2–3)

5.1 Eaglesoft Core Configuration

Step-by-Step Configuration Sequence 🔵

Day 1–2: Server and Database Setup ☐ Install SQL Server on designated server (or configure cloud instance) ☐ Create Eaglesoft database with Patterson-recommended settings ☐ Configure SQL authentication and Eaglesoft service accounts ☐ Verify SQL backup job configuration ☐ Install Eaglesoft server application components

Day 3–4: Workstation Deployment ☐ Install Eaglesoft client on all workstations ☐ Configure connection to server ☐ Verify each workstation can access Eaglesoft ☐ Install and configure peripheral drivers (signature pads, scanners, etc.) ☐ Test printing from each workstation to appropriate printers

Day 5–7: Practice Configuration ☐ Configure practice information (name, address, phone, tax ID, NPI) ☐ Set up operatory definitions and chair assignments ☐ Configure appointment types and time allocations ☐ Set up fee schedules (UCR, contracted fees per insurance) ☐ Configure provider profiles (credentials, schedules, production goals) ☐ Set up user accounts and security permissions ☐ Configure clinical chart settings (perio, restorative charting preferences) ☐ Set up treatment plan categories and consent forms ☐ Configure statement cycles and aging buckets

5.2 Integration with Imaging Systems 🔵

Supported Imaging System Integrations

System	Integration Method	Configuration Complexity
DEXIS	Native integration	Low
Schick	Bridge integration	Medium
Carestream	Bridge integration	Medium
NOMAD	Third-party bridge	Medium
XDR	Bridge integration	Medium

Integration Steps (DEXIS Example)

1. ☐ Verify DEXIS version compatibility with Patterson
2. ☐ Install Eaglesoft-DEXIS bridge module
3. ☐ Configure patient matching parameters (chart number, SSN last 4, DOB)
4. ☐ Test image acquisition and automatic population to patient record
5. ☐ Test image viewing from within Eaglesoft patient chart
6. ☐ Configure auto-mount settings for radiograph display
7. ☐ Verify image compression and storage settings

Common Integration Issues ⚠️

Issue	Symptoms	Resolution
Patient mismatch	Images don't attach to correct patient	Verify matching field configuration; check for duplicate patients
Bridge communication failure	Images don't transfer	Check firewall rules; verify bridge service is running
Image quality degradation	Grainy or compressed images	Adjust compression settings; verify storage format

5.3 Clearinghouse Integration 🔵

Supported Clearinghouses

• Tesia (Patterson native)
• DentalXChange
• Apex EDI
• Availity

Integration Steps

1. ☐ Establish clearinghouse account (or migrate existing credentials)
2. ☐ Configure clearinghouse connection in Eaglesoft (ID, password, payer mappings)
3. ☐ Set up ERA/EFT enrollment for insurance companies
4. ☐ Test claim submission with test claims (verify successful transmission)
5. ☐ Test ERA receipt and auto-posting
6. ☐ Configure real-time eligibility verification
7. ☐ Train billing staff on claim management workflow

Enterprise Consideration 🟣

Centralized vs. Distributed Clearinghouse Accounts

• Centralized (single account, all locations): Simpler management, consolidated reporting, potential bulk pricing. Requires consistent payer enrollment.
• Distributed (per-location accounts): More flexible for varying payer mixes, easier for acquisitions. More accounts to manage.

Recommendation: Centralized account with location-level routing for DSOs with standardized payer strategies.

5.4 Test Environment Setup

Approach Options

Option	Description	Pros	Cons
Centralized Test Environment	Single Eaglesoft test instance for all pre-deployment testing	Consistent, controlled, easier to manage	Doesn't test location-specific variables
Location-Level Test	Each location gets test instance before production	Tests real environment	Resource-intensive, harder to manage
Hybrid	Central test for configuration development; location-level for final validation	Best coverage	Most complex

Recommendation for DSOs: Hybrid approach—develop and validate configurations centrally, then run abbreviated location-level validation before each wave.

Test Environment Validation Checklist

☐ All user logins functional with appropriate permissions ☐ Appointment scheduling workflow complete (create, modify, cancel) ☐ Patient registration workflow complete ☐ Clinical charting functional (perio, restorative, notes) ☐ Treatment planning workflow complete ☐ Insurance eligibility verification functional ☐ Claim creation and submission functional ☐ Payment posting functional ☐ Report generation functional (production, collections, aging) ☐ Imaging integration validated ☐ Patient communication (confirmations, recalls) configured and tested

5.5 Data Migration (If Applicable) ⚠️

Pre-Migration Assessment

☐ Inventory existing data: patient count, financial history depth, image archive size ☐ Determine migration scope: What years of data? Which data types? ☐ Assess data quality: duplicates, incomplete records, inconsistent coding ☐ Confirm Patterson migration services scope and pricing 🔵

Migration Sequence

1. Data Extraction (from legacy system)

   • Export patient demographics
   • Export treatment history
   • Export financial data (ledger)
   • Export insurance information
   • Export images (if migrating; often left in place with viewer)

2. Data Cleansing

   • Deduplicate patient records
   • Standardize address formats
   • Verify insurance carrier mapping to Eaglesoft codes
   • Flag incomplete records for manual review

3. Data Import 🔵

   • Patterson typically performs import using proprietary tools
   • Schedule import during off-hours
   • Plan for 24–72 hours of import time for large practices

4. Post-Migration Validation ⚠️

   • Spot-check 50+ patient records (demographics, balances, treatment history)
   • Verify ledger totals match pre-migration totals
   • Test aging report accuracy
   • Confirm all providers migrated with correct credentials
   • Validate insurance fee schedules

5.6 Security and HIPAA Compliance Verification

Enterprise HIPAA Checklist

Requirement	Verification Step	Owner
Business Associate Agreement (BAA)	☐ Execute BAA with Patterson Dental covering Eaglesoft and any cloud services	Legal
Data Encryption at Rest	☐ Verify SQL database encryption enabled	IT
Data Encryption in Transit	☐ Verify SSL/TLS for all network communication	IT
Access Controls	☐ Role-based access configured; principle of least privilege applied	IT + Compliance
Audit Logging	☐ Verify Eaglesoft audit trail enabled and capturing required events	IT + Compliance
User Authentication	☐ SSO configured or strong password policy enforced	IT
Automatic Logoff	☐ Session timeout configured (15 minutes recommended)	IT
Workstation Security	☐ Physical access controls at all locations verified	Regional Managers
Backup Encryption	☐ Verify backups encrypted; test restoration procedure	IT
Penetration Testing	☐ Schedule annual penetration test including Eaglesoft environment	IT + Security
Incident Response Plan	☐ Update incident response plan to include Eaglesoft environment	Compliance

5.7 Standardized Configuration Template (DSO-Specific)

Settings to Standardize Centrally

Category	Setting	Standard Value
Practice Setup	Appointment length defaults	Per procedure code (centrally defined)
Practice Setup	Statement cycle	Monthly, Day 15
Practice Setup	Aging buckets	0–30, 31–60, 61–90, 90+
Clinical	Perio charting configuration	6-point charting, standard probing depths
Clinical	Treatment plan categories	Standardized categories for reporting
Billing	Claim submission rules	Auto-submit daily
Billing	Write-off approval thresholds	>$100 requires manager approval
Security	Password policy	12+ characters, 90-day rotation
Security	Session timeout	15 minutes
Reporting	Report templates	Centrally created, distributed to locations

Settings with Local Discretion

Category	Setting	Local Variation Reason
Scheduling	Operatory names/numbers	Varies by physical layout
Scheduling	Provider schedule templates	Varies by provider availability
Clinical	Provider chart note preferences	Individual workflow preference
Practice	Office hours	Varies by market
Communication	Recall messaging language	May vary by patient demographics

---

6. Team Training Plan

6.1 Train-the-Trainer Model

Champion Selection Criteria

☐ 2+ years tenure at location (or strong institutional knowledge) ☐ Tech-forward; comfortable learning new systems ☐ Strong communication skills; respected by peers ☐ Willingness to dedicate 8–10 hours/week during implementation ☐ Available for central training sessions ☐ Ideally: Office Manager or Lead Clinical Coordinator

Champion Responsibilities

Phase	Responsibilities
Pre-Go-Live	Attend central training; customize materials for location; schedule staff training
Training Period	Deliver role-specific training; field questions; reinforce learning
Go-Live	On-site point person; first escalation tier; issue documentation
Post-Go-Live	Ongoing support; new hire training; feedback collection

Champion Training