Heidi Health — Implementation Playbook (DSO)

Heidi Health AI Scribe Implementation Playbook for DSOs

A Strategic Deployment Guide for Dental Support Organizations

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1. Executive Summary

What Heidi Health Does

Heidi Health is an AI-powered clinical documentation assistant that listens to patient-provider conversations in real-time, automatically generating structured clinical notes, treatment documentation, and visit summaries. The platform eliminates manual charting by converting natural clinical dialogue into comprehensive, compliant documentation that integrates directly with practice management systems.

Why DSOs Specifically Benefit from AI Scribes

Scale Advantages:

• A single provider spends 1-2 hours daily on documentation; across 50 locations with 100+ providers, this represents 100-200+ hours of recovered clinical capacity per day
• Standardized documentation quality across all locations reduces compliance risk and audit exposure at the enterprise level
• Centralized deployment amortizes implementation costs across the portfolio, achieving ROI unattainable by single practices

Standardization Benefits:

• Uniform documentation templates ensure consistent clinical narratives regardless of provider or location
• Simplified training and onboarding for new providers joining any location in the network
• Enterprise-wide data aggregation enables comparative analytics on treatment patterns, documentation completeness, and clinical productivity

Data Aggregation Value:

• Cross-location documentation analytics reveal outliers in charting quality, treatment planning thoroughness, and compliance adherence
• Aggregated clinical language patterns inform clinical protocol standardization
• Enterprise-level utilization data strengthens vendor negotiations and identifies optimization opportunities

Expected Timeline: Decision to Full Deployment

Phase	Timeline	Milestone
Pre-Implementation	Weeks 1-2	Contracts signed, baseline metrics captured, pilot sites selected
Pilot Wave (3 locations)	Weeks 3-6	Configuration, training, go-live at pilot sites
Wave 2 (8-10 locations)	Weeks 7-12	Scaled deployment with refined playbook
Wave 3+ (Remaining locations)	Weeks 13-20	Full rollout, optimization begins
Stabilization & Optimization	Weeks 21-24	Enterprise-wide optimization, business review

Total timeline: 20-24 weeks for a 30-location DSO; add 4-6 weeks per additional 15 locations.

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

Technical Requirements

Hardware (per operatory): ☐ Tablet or desktop with microphone capability (Windows 10+ or macOS 11+, iOS/Android for mobile) ☐ Quality microphone or headset for clear audio capture (built-in mics often insufficient for clinical environments) ☐ ⚠️ Audio capture device placement tested in operatory acoustic environment ☐ Minimum 8GB RAM, modern processor (Intel i5/AMD Ryzen 5 or equivalent)

Software: ☐ Supported browser (Chrome, Edge, Safari—latest versions) ☐ 🔵 Heidi Health application license provisioned (contact vendor for enterprise licensing) ☐ PMS compatibility verified (Dentrix, Eaglesoft, Open Dental, Denticon, Curve)

Network: ☐ Minimum 25 Mbps download/10 Mbps upload per location (50/20 recommended) ☐ ⚠️ Network latency under 100ms to cloud services ☐ Firewall whitelist for Heidi Health domains (obtain list from vendor) ☐ Guest/patient WiFi isolated from clinical network

Vendor Onboarding Steps

☐ 🔵 Execute enterprise Master Service Agreement (MSA) and Business Associate Agreement (BAA) ☐ 🔵 Establish dedicated Customer Success Manager for DSO account ☐ 🔵 Obtain enterprise admin portal access ☐ 🔵 Schedule technical integration kickoff call ☐ 🔵 Receive API documentation and integration credentials ☐ 🔵 Define escalation matrix with vendor (Tier 1-3 support contacts) ☐ Document vendor SLA commitments (uptime, response times, resolution targets)

Key Vendor Contacts to Establish:

Role	Purpose	Response SLA
Customer Success Manager	Strategic partnership, escalations	Same business day
Technical Account Manager	Integration support, API issues	4 hours
Tier 1 Support	Day-to-day user issues	2 hours
Security/Compliance Contact	BAA questions, audit support	24 hours

Data/Access Prerequisites

☐ PMS admin credentials for integration testing (per location or centralized) ☐ 🔵 API keys issued by Heidi Health for PMS integration ☐ Provider NPI numbers for all clinicians ☐ User roster with email addresses for all staff requiring access ☐ 🟣 SSO integration requirements documented (SAML 2.0, OAuth) ☐ Location identifiers/codes for multi-site configuration

Internal Stakeholder Alignment

Who Needs to Be Informed:

Stakeholder	Information Needed	Timing
Board/Investors	Strategic rationale, expected ROI, timeline	Pre-contract
C-Suite (CEO, CFO, COO)	Investment approval, resource allocation	Pre-contract
Chief Dental Officer	Clinical workflow impact, provider adoption strategy	Pre-contract
VP of IT	Technical requirements, security review	Week 1
Regional Managers	Rollout timeline, their role in deployment	Week 1
Location Office Managers	What's coming, training expectations	Week 2
Providers	Why this benefits them, timeline	Week 2

Who Needs to Approve: ☐ 🟣 CFO: Budget approval for enterprise licensing ☐ 🟣 CDO: Clinical workflow changes approval ☐ 🟣 VP IT/CTO: Security and integration approval ☐ 🟣 Legal/Compliance: BAA and data governance approval ☐ 🟣 COO: Operational rollout plan approval

Baseline Metrics to Capture (Standardized Across All Locations)

⚠️ Critical: Capture these BEFORE go-live using identical methodology at every location

Clinical Efficiency Metrics:

Metric	Measurement Method	Target Source
Average documentation time per patient	Time study: 20 random encounters per location	Manual observation
Notes completed same-day vs. after-hours	PMS timestamp analysis	PMS reports
Provider overtime hours	Payroll data	HR/Payroll system
Patients seen per provider per day	Scheduling data	PMS reports

Documentation Quality Metrics:

Metric	Measurement Method	Target Source
Chart audit scores	Random audit of 25 charts per location	Compliance team
Documentation completeness rate	Required fields populated	PMS reports
Addendum/amendment rate	Chart corrections count	PMS reports

Revenue & Compliance Metrics:

Metric	Measurement Method	Target Source
Claim denial rate (documentation-related)	Filter denials by reason code	RCM system
Average time to claim submission	Days from DOS to submission	RCM system
Coding accuracy rate	Audit sample	Coding team

☐ Create standardized data collection template for all locations ☐ Assign central team member to aggregate and validate baseline data ☐ 🟣 Establish baseline reporting deadline (2 weeks pre-pilot launch)

Enterprise-Level Requirements

Network Standards: ☐ Document minimum bandwidth requirements in IT standards ☐ Verify network topology at each location (some may need upgrades) ☐ Establish VPN or secure connectivity requirements for cloud access

Hosting Architecture: ☐ 🟣 Decision: Cloud-hosted (Heidi standard) vs. hybrid architecture ☐ Document data residency requirements ☐ Verify cloud provider compliance (SOC 2, HIPAA)

Identity Management: ☐ 🔵 SSO integration (Okta, Azure AD, Google Workspace) scoped and timeline established ☐ 🟣 Decision: Centralized user provisioning vs. location-level admin ☐ Role-based access control matrix documented ☐ Automated user deprovisioning workflow for terminations

Centralized Credentialing: ☐ Provider credentialing data centralized for Heidi configuration ☐ NPI database accessible to central team ☐ Process for adding new providers post-deployment documented

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3. Location Readiness Assessment

Scoring Framework

Score each location on the following factors (1-5 scale):

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet (100+ Mbps), modern workstations (<3 years), current PMS version
4	Reliable broadband (50+ Mbps), workstations <4 years, PMS within 1 version of current
3	Adequate broadband (25+ Mbps), mixed hardware ages, PMS supported but not current
2	Inconsistent connectivity, aging hardware (5+ years), outdated PMS version
1	Known network issues, obsolete hardware, PMS end-of-life or unsupported

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Low turnover (<15%), prior successful tech adoption, tech-forward culture
4	Moderate turnover (15-25%), some tech adoption experience, generally receptive
3	Average turnover (25-35%), mixed tech adoption history
2	High turnover (35-50%), tech adoption challenges documented, change-resistant culture
1	Very high turnover (>50%), failed prior tech implementations, active resistance

Factor 3: Patient Volume

Score	Criteria
5	High volume (60+ patients/day) with stable scheduling—maximum ROI potential
4	Above average volume (45-60 patients/day), consistent flow
3	Average volume (30-45 patients/day)
2	Lower volume (20-30 patients/day)—less immediate ROI but lower risk
1	Low volume (<20 patients/day) or highly variable scheduling

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	PMS with native/certified Heidi integration, modern imaging, cloud-ready
4	PMS with documented integration path, compatible imaging system
3	PMS supported with standard integration, minimal customization needed
2	PMS supported with custom integration work required, legacy imaging
1	PMS not currently supported, significant integration development needed

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward provider AND engaged office manager, both volunteered
4	Strong office manager champion OR engaged provider champion
3	Willing participant identified but not proactively enthusiastic
2	No clear champion; best candidate is "neutral" on adoption
1	Key influencers actively skeptical or resistant

Readiness Score Calculation

Composite Score Formula:

Readiness Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.15) + (Compatibility × 0.25) + (Champion × 0.15)

Weighting Rationale:

• IT Infrastructure and Tech Stack Compatibility weighted highest (50% combined) because technical failure derails everything
• Staff adaptability weighted at 20% because human factors determine sustained adoption
• Champion availability at 15% because local advocates are force multipliers
• Volume at 15% because it affects ROI speed but not implementation success

Score Interpretation and Wave Assignment

Composite Score	Readiness Tier	Recommended Wave
4.0 - 5.0	Tier 1 (High)	Wave 1 Pilot Candidates
3.0 - 3.9	Tier 2 (Medium)	Wave 2
2.0 - 2.9	Tier 3 (Low)	Wave 3 (with remediation)
Below 2.0	Tier 4 (Not Ready)	Defer until issues resolved

Sample Location Assessment Matrix

Location	IT (25%)	Staff (20%)	Volume (15%)	Compat (25%)	Champion (15%)	Composite	Wave
Maple Grove	5	4	4	5	5	4.65	Wave 1
Downtown Central	4	4	5	4	4	4.15	Wave 1
Riverside	4	3	3	4	4	3.65	Wave 2
Suburban East	3	4	3	3	3	3.20	Wave 2
Northfield	2	3	4	3	2	2.75	Wave 3*
Oldtown	2	2	2	2	2	2.00	Defer

*Wave 3 with IT infrastructure upgrade completed first

Rollout Sequence Recommendations

Wave 1 Selection Criteria (Select 2-3 locations): ☐ Composite score 4.0+ ☐ Geographic diversity (don't cluster all pilots in one region) ☐ Representative specialty mix (at least one GP-heavy, one specialty) ☐ Available champions have capacity to participate in feedback sessions ☐ ⚠️ Not the highest-volume location (reduce risk exposure during learning phase)

Pre-Wave 3 Remediation Checklist: ☐ IT infrastructure upgrades scheduled and completed ☐ Champion identified and committed ☐ Staff concerns documented and change management plan in place

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4. Rollout Strategy

Recommended Wave Structure

┌─────────────────────────────────────────────────────────────────┐
│  WAVE 1: PILOT (Weeks 3-6)                                      │
│  2-3 locations | Learn and refine                              │
├─────────────────────────────────────────────────────────────────┤
│  BUFFER WEEK (Week 7)                                           │
│  Analyze, adjust playbook, go/no-go decision                   │
├─────────────────────────────────────────────────────────────────┤
│  WAVE 2: EXPANSION (Weeks 8-12)                                 │
│  8-10 locations | Validate at scale                            │
├─────────────────────────────────────────────────────────────────┤
│  BUFFER WEEKS (Weeks 13-14)                                     │
│  Consolidate learnings, optimize training                       │
├─────────────────────────────────────────────────────────────────┤
│  WAVE 3: FULL DEPLOYMENT (Weeks 15-20)                          │
│  Remaining locations | Execute proven playbook                 │
├─────────────────────────────────────────────────────────────────┤
│  OPTIMIZATION PHASE (Weeks 21-24)                               │
│  Enterprise-wide refinement and ROI measurement                 │
└─────────────────────────────────────────────────────────────────┘

Wave 1 Pilot Location Selection Criteria

Must-Have: ☐ Composite readiness score ≥ 4.0 ☐ Confirmed local champion (provider or office manager) ☐ IT infrastructure verified and meeting all requirements ☐ Office manager committed to daily check-ins during pilot ☐ Baseline metrics captured and validated

Strong Preferences: ☐ Mix of high-volume and moderate-volume locations ☐ Representation of primary specialty mix in portfolio ☐ Geographic accessibility for in-person support if needed ☐ Provider mix includes both tech-forward early adopters and mainstream users ☐ ⚠️ NOT newest acquisition (still integrating culturally) or highest-revenue location (too much risk)

Ideal Pilot Configuration:

• Location A: Established location, engaged champion, GP-focused, moderate volume
• Location B: High-volume location with strong office manager, specialty mix
• Location C: Different regional market, different PMS version (validates integration breadth)

Timeline Per Wave

Wave 1 (Weeks 3-6):

Week	Activities
Week 3	Configuration, integration testing, champion training
Week 4	Staff training, parallel documentation (old + new)
Week 5	Go-live, intensive support, daily check-ins
Week 6	Stabilization, feedback collection, issue resolution

Buffer Week (Week 7):

Day	Activities
Mon-Tue	Aggregate pilot metrics, document all issues encountered
Wed	Pilot champion debrief (joint call with all 3 locations)
Thu	🟣 Go/no-go decision with C-suite
Fri	Playbook updates, training refinements locked

Wave 2 (Weeks 8-12):

Week	Activities
Week 8-9	Simultaneous configuration for Wave 2 locations
Week 10	Champion training, materials distribution
Week 11	Staggered go-lives (2-3 locations per day)
Week 12	Stabilization, standard support cadence

Wave 3 (Weeks 15-20):

• Deploy remaining locations in sub-waves of 5-8 locations per week
• Leverage train-the-trainer model fully
• Central team shifts to exception management only

Go/No-Go Criteria

Criteria to Advance from Wave 1 to Wave 2:

Criterion	Green (Proceed)	Yellow (Proceed w/ Caution)	Red (Hold)
User adoption rate	>85% of scheduled patients documented in Heidi	70-85% adoption	<70% adoption
System uptime	>99% availability	97-99% availability	<97% availability
Integration stability	<5 sync errors per location per week	5-15 errors	>15 errors
Provider satisfaction	>80% would recommend to colleague	60-80%	<60%
Critical bugs	0 unresolved critical issues	1-2 with workarounds	>2 or any without workaround
Documentation quality	Note accuracy validated by CDO	Minor edits needed	Significant clinical accuracy issues
Training completion	100% of users trained	>90% trained	<90% trained

🟣 Advance Decision Authority: COO in consultation with CDO and VP IT

Criteria to Advance from Wave 2 to Wave 3:

• All Wave 2 locations meet Green or Yellow status within 2 weeks of go-live
• No systemic issues (issues must be location-specific, not platform-wide)
• Support capacity confirmed for Wave 3 volume
• Vendor confirms infrastructure can handle additional load

Rollback Plan

Triggers for Rollback:

• Critical system failure affecting patient safety or care continuity
• Integration failure causing data loss or corruption

• 30% of providers unable to complete documentation workflow

• 🟣 CDO or CMO directive based on clinical concerns

Rollback Procedure (Per Location):

1. Notify central team immediately (Tier 3 escalation)
2. Instruct staff to revert to manual documentation workflow
3. Disable Heidi integration to prevent partial data syncs
4. Preserve all logs and data for troubleshooting
5. Communicate to regional manager within 2 hours
6. Document root cause analysis within 48 hours

Portfolio-Level Rollback: If rollback triggered at >50% of Wave 2 locations simultaneously:

1. 🟣 Immediate hold on all future go-lives
2. Emergency C-suite briefing within 4 hours
3. 🔵 Vendor executive escalation
4. Root cause analysis before any resumption
5. Revised rollout plan required for board approval before continuing

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5. Configuration & Integration (Weeks 2–3)

Step-by-Step Integration: Dentrix

Timeline: 3-5 business days per location

☐ Step 1: Verify Dentrix version compatibility (G7.4+ required for API integration) ☐ Step 2: 🔵 Request Dentrix API credentials from Heidi Health ☐ Step 3: Install Heidi Dentrix Connector on practice server (requires admin rights) ☐ Step 4: Configure connection parameters (server IP, database instance, port) ☐ Step 5: Map Dentrix provider IDs to Heidi user accounts ☐ ⚠️ Step 6: Test bi-directional sync with test patient (do NOT use real PHI initially) ☐ Step 7: Validate note posting to correct chart locations ☐ Step 8: Configure procedure code mapping for treatment plan integration ☐ Step 9: Test appointment pull and patient demographic sync ☐ Step 10: Verify all required fields populate correctly ☐ 🔵 Step 11: Schedule vendor validation call to confirm integration health

Step-by-Step Integration: Eaglesoft

Timeline: 2-4 business days per location

☐ Step 1: Confirm Eaglesoft version (21.0+ for optimal integration) ☐ Step 2: Enable Eaglesoft API module (may require Patterson support) ☐ Step 3: 🔵 Obtain Heidi integration credentials ☐ Step 4: Configure API endpoint in Heidi admin portal ☐ Step 5: Map provider records between systems ☐ Step 6: Test clinical note posting workflow ☐ ⚠️ Step 7: Validate that notes appear in correct Clinical Notes section (not general notes) ☐ Step 8: Configure perio charting integration if applicable ☐ Step 9: Test imaging reference linking (if enabled) ☐ Step 10: Confirm audit trail captures both systems

Step-by-Step Integration: Open Dental

Timeline: 2-3 business days per location

☐ Step 1: Verify Open Dental version (21.1+ recommended) ☐ Step 2: Enable API access in Open Dental (Setup → Misc → API) ☐ Step 3: Generate API key with appropriate permissions ☐ Step 4: 🔵 Enter credentials in Heidi integration settings ☐ Step 5: Configure user mapping (Open Dental UserNum to Heidi UserID) ☐ Step 6: Test note creation and chart posting ☐ Step 7: Configure procedure note attachment settings ☐ ⚠️ Step 8: Verify note timestamps sync correctly (timezone issues common) ☐ Step 9: Test bulk patient lookup performance

Step-by-Step Integration: Denticon (Cloud)

Timeline: 1-2 business days per location

☐ Step 1: 🔵 Submit integration request through Denticon Partner Portal ☐ Step 2: Configure SSO linkage (recommended for Denticon deployments) ☐ Step 3: Map practice/location IDs for multi-site configuration ☐ Step 4: Enable clinical notes sync ☐ Step 5: Test and validate patient context passing

Imaging System Integration

General Imaging Integration Steps: ☐ Document current imaging system (Dexis, Schick, Carestream, Patterson Imaging) ☐ Verify imaging system has open architecture/API support ☐ 🔵 Confirm imaging integration availability with Heidi (not all systems supported) ☐ If supported, configure image viewer launch from Heidi interface ☐ Test image reference embedding in clinical notes

Note: Full imaging AI analysis requires separate workflow; Heidi's primary function is documentation. Imaging integration typically limited to viewing context.

Test Environment Setup and Validation Checklist

Pre-Production Testing Requirements:

☐ Create test provider account (do not use production provider logins) ☐ Create test patient records (clearly marked "TEST" to prevent confusion) ☐ Test across all operatory workstations at location ☐ Test across all user roles (provider, hygienist, admin) ☐ Validate audio capture in each operatory (background noise levels vary) ☐ ⚠️ Test during actual clinical hours to validate network load handling ☐ Verify note appears in PMS within <60 seconds of generation ☐ Test note editing/amendment workflow ☐ Test system behavior during network interruption (graceful offline handling) ☐ Document any anomalies and report to vendor before go-live

Validation Checklist:

Test Case	Expected Result	Pass/Fail
Audio capture	Clear transcription of spoken content	☐
Patient context	Correct patient chart auto-selected	☐
Note generation	Complete, coherent clinical note	☐
PMS sync	Note appears in PMS chart	☐
Multi-user	Multiple providers can use simultaneously	☐
Permissions	Users see only their patients/notes	☐
Offline handling	Clear error message, no data loss	☐
Mobile/tablet	Functions correctly on mobile devices	☐

Data Migration and Historical Data

Current State Assessment: ☐ Determine if historical note ingestion is required (typically not for AI scribe) ☐ If historical templates are used, export for reference in Heidi configuration ☐ Document current note template structures for Heidi template configuration ☐ Identify any macros or shortcuts that need equivalent in Heidi

Note: Heidi generates notes going forward; historical notes remain in PMS. No migration typically required.

Security and HIPAA Compliance Verification

Enterprise-Level HIPAA Checklist:

☐ 🔵 Execute Business Associate Agreement (BAA) at enterprise level ☐ Verify BAA covers all locations and use cases ☐ Document data flow diagram (where PHI travels) ☐ Verify encryption in transit (TLS 1.2+) ☐ Verify encryption at rest (AES-256) ☐ 🔵 Obtain SOC 2 Type II report from vendor ☐ Review vendor's incident response procedures ☐ Verify data retention and deletion policies ☐ Document data center locations and compliance certifications ☐ 🟣 Legal/Compliance sign-off on vendor security posture

Access Control Verification: ☐ Role-based access controls configured ☐ Minimum necessary access principle applied ☐ Audit logging enabled and retention period set ☐ User access review process documented ☐ Automatic session timeout configured (15-minute recommendation)

DSO-Specific Security: ☐ Multi-location access controls verified (users can only access their location) ☐ Regional manager access scoped appropriately ☐ Central admin access limited to necessary personnel ☐ SSO integration with central identity provider ☐ Automated deprovisioning syncs with HR system

Standardized Configuration Template (Enterprise-Wide)

Settings to Standardize Centrally:

Setting	Recommended Value	Rationale
Note format template	DSO-standard template	Consistent documentation
Required fields	Chief complaint, findings, assessment, plan	Compliance
Auto-sign notes	Disabled (require provider review)	Liability
Session timeout	15 minutes	Security
Audio retention	Per state law (or 30 days if no law)	Compliance
Default language	English (with Spanish available)	Patient population
Integration sync frequency	Real-time	Documentation timeliness

Settings with Location-Level Discretion:

Setting	Variations Allowed	Governance
Provider-specific templates	Specialty-specific variations	CDO approval
Specialty configurations	Perio, ortho, endo workflows	CDO approval
Alert preferences	Provider comfort level	Individual provider
Microphone settings	Hardware-dependent	IT guidance
Start-of-day defaults	Location schedule patterns	Office manager

Centralized vs. Per-Location Testing

Recommended Approach: Centralized test environment + location validation

Centralized Test Environment: ☐ Create sandbox environment with representative data ☐ Test all PMS integrations in sandbox first ☐ Validate configuration templates before distribution ☐ Train champions in test environment before location access

Per-Location Validation: ☐ Each location performs 5-10 test encounters before go-live ☐ Location champion confirms audio quality in each operatory ☐ Local IT verifies network performance under load ☐ Sign-off checklist required before go-live approved

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6. Team Training Plan

Train-the-Trainer Model

Overview:

• Central team trains 1 champion per location (during Wave 1/2)
• Champions train their local teams using standardized materials
• Central team provides ongoing support and quality assurance

Champion Selection Criteria

Role Profile:

• Typically office manager or lead hygienist/provider
• Demonstrates tech proficiency and enthusiasm
• Has credibility with peers at their location
• Has capacity for 8-12 hours of training preparation
• Comfortable presenting and answering questions

Selection Checklist: ☐ Identified by regional manager with location manager input ☐ Voluntarily accepted role (not assigned unwillingly) ☐ Available for champion training sessions ☐ Committed to location-level training delivery ☐ Agrees to be first-line support for 30 days post go-live

Champion Responsibilities

Phase	Responsibility	Time Commitment
Pre-Training	Review all materials, complete self-paced modules	4 hours
Champion Training	Attend live training session with central team	4 hours
Practice	Shadow existing pilot location champion (optional but recommended)	2-4 hours
Local Training	Deliver training to all roles at their location	4-6 hours
Go-Live Week	On-site support, real-time troubleshooting	8-10 hours
Post Go-Live (30 days)	First-line support, weekly metrics review	2 hours/week

Standardized Training Materials

Centrally-Created Materials:

☐ Role-specific training decks (see below) ☐ Quick reference guides (Day 1 cheat sheets) ☐ Video library (3-5 minute modules per key workflow) ☐ FAQ document (updated after each wave) ☐ Troubleshooting flowchart ☐ Practice scenarios/scripts for hands-on training ☐ Training completion attestation form ☐ Competency assessment quiz (5 questions per role)

Champion-Customizable Elements:

☐ Location-specific go-live date and schedule ☐ Local workflow variations (with CDO approval) ☐ Provider-specific questions/concerns ☐ Hardware/workstation location details ☐ Local support escalation names

Role-Specific Training Outlines

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**Provider Training (Dentists/Specialists)**

Estimated Time: 60-90 minutes (30 min presentation + 30-60 min hands-on)

Training Format: Live demo followed by supervised practice encounters

Learning Objectives:

1. Understand what Heidi captures and doesn't capture
2. Know how to start/stop documentation sessions
3. Review and approve AI-generated notes before signing
4. Edit notes when corrections needed
5. Handle edge cases (phone interruptions, multi-provider encounters)

Module 1: The Why (10 minutes)

• Time savings expectation (1-2 hours