Hello Patient — Implementation Playbook (DSO)

Hello Patient Implementation Playbook

Patient Communication AI for Dental Service Organizations

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1. Executive Summary

What Hello Patient Does

Hello Patient is an AI-powered patient communication platform that automates appointment reminders, recall outreach, two-way texting, review generation, and patient reactivation campaigns. The system uses natural language processing to engage patients conversationally, reducing no-shows, filling schedule gaps, and recovering lapsed patients without manual staff intervention.

Why DSOs Specifically Benefit from Patient Communication AI

Patient communication at scale creates exponential complexity that AI transforms into a strategic advantage:

• Standardization of Patient Experience: Every location delivers the same professional, on-brand communication without relying on individual staff consistency
• Aggregate Data Intelligence: Cross-location communication performance data reveals which messaging, timing, and cadence strategies work best—insights impossible to capture with fragmented manual outreach
• Labor Arbitrage at Scale: A 30-location DSO with front desk staff spending 2 hours daily on outreach calls recaptures 60+ labor hours per day—equivalent to 7.5 FTEs redeployed to revenue-generating activities
• Centralized Control with Local Execution: Configure messaging strategy once, deploy everywhere, while allowing location-specific customization for specialty mix and patient demographics
• Real-Time Visibility: Operations leadership gains immediate insight into confirmation rates, no-show trends, and reactivation success across the entire portfolio

Expected Timeline

Phase	Duration	Milestone
Decision to Pilot Launch	3–4 weeks	Wave 1 locations live
Pilot Validation	4 weeks	Go/no-go for Wave 2
Full Deployment (15–50 locations)	8–14 weeks	All locations live
Optimization & Stabilization	4 weeks post-full deployment	Baseline ROI confirmed

Total Timeline: 19–26 weeks from decision to confirmed ROI across all locations

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

Technical Requirements

Network & Infrastructure

☐ Minimum 25 Mbps upload/download speed at each location (verify with speed tests at peak hours) ☐ Stable internet connection with <100ms latency to major cloud services ☐ Firewall rules allowing outbound HTTPS traffic to Hello Patient servers (obtain IP whitelist from vendor) ☐ SMS short code or long code registration requirements verified (10DLC compliance for US messaging)

Software Requirements

☐ Practice Management System on supported version:

• Dentrix G7.0 or higher
• Eaglesoft 21.0 or higher
• Open Dental 22.1 or higher
• Other PMS: Verify compatibility with vendor ☐ Web browser (Chrome 90+ or Edge 90+) on front desk workstations ☐ Mobile app compatibility (iOS 14+ / Android 10+) if using mobile dashboard

Hardware Requirements

☐ No dedicated hardware required—cloud-based platform ☐ Front desk workstations with minimum 8GB RAM for smooth dashboard performance ☐ Optional: Dedicated tablet/monitor for real-time communication queue visibility

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Enterprise-Level Requirements (DSO-Specific)

Network Standards Across Locations

☐ 🟣 Determine hosting model: Fully cloud-hosted (recommended) vs. hybrid with local data caching ☐ Document current network topology across all locations—identify any locations on legacy connections ☐ Standardize firewall rule deployment process for efficient multi-location rollout ☐ ⚠️ Identify locations using cellular/mobile hotspot backup internet—messaging may be delayed during failover

Authentication & Access Control

☐ 🟣 SSO integration decision: Azure AD, Okta, Google Workspace, or Hello Patient native authentication ☐ 🔵 Request SSO configuration documentation from Hello Patient ☐ Define role hierarchy (Enterprise Admin → Regional Manager → Location Manager → Staff User) ☐ Establish credential management protocol for staff transitions

Centralized Credentialing

☐ Create master admin account tied to IT or Operations leadership (not individual employee) ☐ Document account provisioning workflow for new locations and staff ☐ Establish quarterly access audit protocol

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Vendor Onboarding Steps

Key Contacts to Establish

☐ 🔵 Implementation Manager (primary contact for configuration)—obtain direct phone and email ☐ 🔵 Technical Integration Specialist (for PMS/API issues) ☐ 🔵 Customer Success Manager (post-launch relationship) ☐ 🔵 Escalation path for urgent issues (account executive or VP-level contact for critical situations)

Onboarding Meetings (Schedule in Week 1)

☐ 🔵 Kickoff call: Implementation scope, timeline, and success criteria (90 minutes) ☐ 🔵 Technical discovery: PMS access, API requirements, data mapping (60 minutes) ☐ 🔵 Enterprise configuration planning: Multi-location architecture review (60 minutes for DSOs)

Estimated Time: 3–4 hours of meetings in Week 1

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Data/Access Prerequisites

Practice Management System Access

☐ Admin-level PMS credentials for each location (or centralized admin if enterprise PMS) ☐ API access enabled (if using direct API integration vs. screen scraping) ☐ 🔵 Provide PMS version numbers to Hello Patient for compatibility verification ☐ Test patient record export/import permissions

Patient Data Preparation

☐ Clean patient phone number data—identify records with missing, invalid, or landline numbers ☐ Patient communication preferences documented (opt-outs, language preferences) ☐ ⚠️ Identify patients with "do not contact" flags—verify these will be respected in migration ☐ Historical appointment data availability (12–24 months recommended for AI training)

API Keys & Integrations

☐ Generate or request API credentials for PMS integration ☐ Review generation platform API keys (if integrating with Google, Facebook, Healthgrades) ☐ Phone system integration access (if applicable—Weave, RingCentral, etc.)

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Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	What They Need	When to Engage	Decision Authority
Board/Investors	Board members, PE partners	ROI projections, competitive positioning, timeline	Pre-decision, monthly during rollout	🟣 Budget approval for enterprise contract
C-Suite	CEO, COO, CFO, CDO	Strategic rationale, resource requirements, risk assessment	Pre-decision, weekly during pilot	🟣 Final go/no-go, resource allocation
VP Operations	You and peers	Implementation plan, timeline, success metrics	Throughout—project owner	Wave advancement, rollback decisions
IT Leadership	CTO, IT Director	Technical architecture, security, integration requirements	Weeks 1–3 heavily, ongoing support	Technical approvals, vendor access
Chief Dental Officer	CDO	Clinical workflow impact, provider communication requirements	Week 1 alignment, pilot feedback	🟣 Clinical messaging approval
Regional Managers	Regional/District Managers	Location selection, change management, escalation path	Week 2 onward	Location readiness sign-off
Office Managers	Each location's OM	Training, workflow changes, daily operations impact	Wave-specific training windows	Local implementation ownership
Providers	Dentists, specialists	How their schedule/communication changes	Location-specific training	None (informed, not decision-making)

Alignment Actions

☐ 🟣 Executive sponsor identified (ideally VP Operations or COO) ☐ 🟣 Budget approval documented ☐ IT leadership sign-off on technical approach ☐ CDO approval on patient-facing messaging templates ☐ Regional managers briefed on their role in rollout ☐ Union or staff handbook review (if applicable—communication tool may affect job descriptions)

Estimated Time: 8–12 hours of stakeholder meetings across Week 1–2

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Baseline Metrics to Capture (Critical for ROI Measurement)

Standardize Measurement Across All Locations

Before go-live, capture the following metrics for each location using identical definitions and time periods. Create a centralized tracking document or dashboard.

Metric Category	Specific Metrics	How to Capture	Time Period
Appointment Efficiency	No-show rate, same-day cancellation rate	PMS report	Last 90 days
Confirmation Performance	Confirmation rate, average confirmations per FTE hour	Manual tracking or call logs	Last 30 days
Recall Effectiveness	Recall completion rate, average days overdue, reactivation rate	PMS recall report	Last 12 months
Schedule Utilization	Chair utilization %, last-minute fill rate	PMS schedule analysis	Last 90 days
Patient Communication Volume	Outbound calls/texts per day, inbound call volume	Phone system logs, manual count	Last 30 days
Staff Time	Hours spent on appointment-related calls/texts	Time study or staff survey	1-week sample
Patient Acquisition	New patient conversion from inquiry to scheduled appointment	CRM or manual tracking	Last 90 days
Online Reputation	Google review count, average rating, review velocity	Google Business Profile	Current + last 90 days

Baseline Capture Actions

☐ Create standardized baseline metrics template (spreadsheet or dashboard) ☐ Assign regional managers to collect metrics from their locations ☐ ⚠️ Verify all locations are measuring the same way (e.g., no-show = patient never arrived vs. cancelled within 24 hours) ☐ Deadline: All baseline data captured before any location goes live ☐ Store baseline data in accessible location for 60-day and 90-day comparison

Estimated Time: 2–4 hours per location for comprehensive baseline capture

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3. Location Readiness Assessment

Scoring Framework

Score each location on the following factors (1 = Low readiness, 5 = High readiness):

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet 100+ Mbps, modern workstations (<3 years old), current PMS version, IT support on-site or same-day remote
4	Stable internet 50+ Mbps, workstations <4 years old, PMS within 1 version of current, reliable IT support
3	Adequate internet 25+ Mbps, mixed-age workstations, PMS requires minor update, IT support response within 24 hours
2	Inconsistent internet or bandwidth concerns, some outdated workstations, PMS requires significant update
1	Unreliable internet, aging hardware, outdated PMS version requiring upgrade before integration

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Average tenure >3 years, <15% annual turnover, previous successful tech adoption, high tech comfort
4	Average tenure 2–3 years, 15–25% turnover, generally positive toward new technology
3	Average tenure 1–2 years, 25–35% turnover, mixed reactions to past tech changes
2	High turnover (35–50%), resistance to recent changes, inconsistent training completion
1	Very high turnover (>50%), active resistance to technology, significant training gaps

Factor 3: Patient Volume Impact

Score	Criteria
5	High volume (80+ patients/day)—maximum impact potential, staff experienced with high-pressure operations
4	Medium-high volume (60–80 patients/day)—significant impact, manageable complexity
3	Medium volume (40–60 patients/day)—balanced impact vs. risk profile
2	Lower volume (20–40 patients/day)—limited immediate ROI, but lower risk for piloting
1	Very low or highly variable volume—minimal immediate impact, may not justify prioritization

Note: For Wave 1 pilot selection, medium volume (score of 3) may be preferable—high enough impact to demonstrate value, low enough risk to contain issues.

Factor 4: Tech Stack Compatibility

Score	Criteria
5	PMS fully supported with proven integration, existing two-way texting (can migrate or coexist), clean patient data
4	PMS supported, no conflicting communication tools, minor data cleanup needed
3	PMS supported but on older version, existing communication tool requires sunset plan, moderate data cleanup
2	PMS integration possible but requires custom work, significant conflicting systems, major data cleanup needed
1	PMS not currently supported or requires version upgrade first, complex legacy systems to retire

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward Office Manager + enthusiastic lead provider, both committed to championing adoption
4	Strong Office Manager champion or provider champion (one clear advocate)
3	Office Manager willing to lead but needs support, no strong provider advocate
2	No clear champion, Office Manager skeptical but compliant
1	Active resistance from Office Manager or lead provider, no viable champion identified

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Composite Score Calculation

Weighting (adjust based on your organization's priorities):

• IT Infrastructure: 20%
• Staff Adaptability: 25%
• Patient Volume: 15%
• Tech Stack: 20%
• Local Champion: 20%

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

Readiness Tiers:

• 4.0–5.0: Tier 1 — Excellent pilot candidates
• 3.0–3.9: Tier 2 — Solid Wave 2 candidates
• 2.0–2.9: Tier 3 — Requires pre-work before rollout
• Below 2.0: Tier 4 — Address foundational issues before including in rollout

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Sample Readiness Matrix

Location	IT (1-5)	Staff (1-5)	Volume (1-5)	Tech (1-5)	Champion (1-5)	Composite	Tier	Recommendation
Downtown Flagship	5	4	5	5	5	4.75	1	Wave 1 Pilot
Suburban East	4	4	3	4	4	3.85	2	Wave 2
Mall Location	3	2	4	3	2	2.70	3	Pre-work needed
New Acquisition	2	3	3	2	3	2.55	3	PMS upgrade first

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Using Scores to Recommend Rollout Sequence

☐ Rank all locations by composite score ☐ 🟣 Select 2–3 Tier 1 locations for Wave 1 (prioritize diversity—different regions, sizes, or specialties if applicable) ☐ Assign Tier 2 locations to Waves 2 and 3 based on regional manager capacity and geography ☐ Create remediation plans for Tier 3 and 4 locations (specific actions to raise readiness before inclusion) ☐ Document any locations excluded from initial rollout with clear criteria for future inclusion

Estimated Time: 1–2 hours per location for assessment, 4–6 hours for composite analysis and sequencing

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4. Rollout Strategy

Wave Structure Recommendation

For a 15–50 location DSO, a 3–4 wave structure balances speed-to-value with risk management:

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3 locations	4 weeks	Prove integration, refine training, capture learnings
Wave 2	5–8 locations	3 weeks	Scale with confidence, test regional manager model
Wave 3	8–15 locations	3 weeks	Accelerated deployment with proven playbook
Wave 4 (if >30 locations)	Remaining locations	3 weeks	Complete rollout

Buffer Period Between Waves: 1 week minimum for learning capture, process refinement, and team recovery.

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Wave 1 Pilot Location Selection Criteria

Select 2–3 locations that are:

☐ High Readiness (Tier 1 composite scores) — minimize technical friction ☐ Geographically accessible — enable in-person support if needed ☐ Representative of the portfolio — at least one location should mirror the average location (not just the best) ☐ Diverse in patient volume — include both high and moderate volume to test different scenarios ☐ Different regional managers — build expertise across multiple regions early ☐ Willing, not just compliant — Office Manager and at least one provider genuinely interested in being a pilot

Anti-Patterns to Avoid

⚠️ Don't select only flagship locations—learnings won't transfer to average locations ⚠️ Don't select struggling locations hoping AI will "fix" them—pilot requires stable baseline ⚠️ Don't select locations undergoing other major changes (new providers, remodel, acquisition integration)

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Timeline Per Wave

Wave 1 (Pilot) — 4 Weeks Total

Week	Activities
Week 1	Configuration, integration testing, champion training
Week 2	Full staff training, parallel run begins
Week 3	Go-live, intensive monitoring, daily check-ins
Week 4	Stabilization, learning capture, Wave 2 preparation

Waves 2–4 — 3 Weeks Each

Week	Activities
Week 1	Configuration (using standardized template), champion training, staff training
Week 2	Go-live, daily monitoring, issue resolution
Week 3	Stabilization, metrics validation, next wave preparation

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Go/No-Go Criteria to Advance Waves

Mandatory Criteria (All Must Be Met)

☐ Integration stable—no data sync failures in final 72 hours ☐ All staff trained and demonstrated competency ☐ No critical patient-facing errors (wrong number, wrong patient, HIPAA incidents) ☐ Confirmation rate at or above baseline ☐ Champion reports team is ready to maintain without daily central support

Advisory Criteria (Majority Should Be Met)

☐ No-show rate stable or improving ☐ Positive staff sentiment (>70% in pulse survey) ☐ Vendor support responsiveness acceptable (<4 hour response for urgent issues) ☐ Technical documentation complete and handed off to IT

Red Flags That Should Pause Advancement

⚠️ Data integrity issues (patient records not syncing correctly) ⚠️ Significant staff resistance or training gaps ⚠️ Vendor unable to resolve critical issues within 48 hours ⚠️ 🟣 Any HIPAA compliance concern—immediate executive review required

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Rollback Plan

Partial Rollback (Individual Location)

If a single location encounters insurmountable issues:

1. Disable automated messaging for that location in Hello Patient dashboard
2. Re-enable manual confirmation workflow immediately
3. Notify patients of any scheduling updates via manual outreach
4. Document failure mode for vendor and internal analysis
5. Location remains in "pause" status until issue resolved—does not affect other locations

Wave Rollback

If multiple Wave locations fail simultaneously:

1. 🟣 Convene emergency stakeholder call within 24 hours (VP Ops, IT, vendor)
2. Pause pending Wave locations—do not proceed to next wave
3. Determine if issue is systemic (affects all locations) or localized (specific configurations)
4. If systemic: Full pause until vendor provides root cause and remediation plan
5. If localized: Continue stable locations, address failing locations individually
6. Update board/investors if pause extends beyond 1 week

Data Preservation During Rollback

☐ Ensure all patient communication history exportable from Hello Patient ☐ Maintain parallel access to PMS-native communication logs ☐ Document any messages in flight that may not complete during rollback

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration

Step	Action	Owner	Time	Notes
1	🔵 Request Dentrix API credentials from Hello Patient	Vendor	—	Provide server name and Dentrix version
2	Enable Dentrix local web server (port 8080 by default)	IT/Office	30 min	May require Dentrix support
3	⚠️ Configure Windows Firewall to allow Hello Patient access	IT	30 min	Common failure point—test connectivity after
4	🔵 Install Hello Patient connector application	Vendor + IT	1 hour	Typically vendor-guided remote session
5	Map Dentrix fields to Hello Patient (name, phone, DOB, appointments)	Vendor + Office	45 min	Verify cell vs. home phone prioritization
6	Test appointment sync—create test appointment, verify in Hello Patient	IT + Office	30 min	Check bi-directional if applicable
7	Test patient record sync—verify new patients appear within expected timeframe	IT + Office	30 min	Typical sync: every 5–15 minutes
8	⚠️ Validate recall list integration—compare Hello Patient recall list to Dentrix Continuing Care	Office	1 hour	Common discrepancy point

Total Estimated Time: 4–5 hours per location

Eaglesoft Integration

Step	Action	Owner	Time	Notes
1	Verify Eaglesoft version (21.0+ required)	IT/Office	15 min	Upgrade if needed before proceeding
2	🔵 Request Eaglesoft API enablement guidance from Hello Patient	Vendor	—	Process varies by Eaglesoft version
3	Enable Eaglesoft Online features (Patterson account may need upgrade)	IT + Patterson	Variable	Contact Patterson rep if needed
4	⚠️ Configure ODBC connection if required	IT	1 hour	Database access requires SQL knowledge
5	🔵 Install Hello Patient connector	Vendor + IT	1 hour	Vendor-guided session
6	Map data fields and test appointment sync	Vendor + Office	1 hour	Similar validation as Dentrix
7	Validate recall integration	Office	1 hour	Compare Eaglesoft SmartDoc recall to Hello Patient

Total Estimated Time: 5–6 hours per location

Open Dental Integration

Step	Action	Owner	Time	Notes
1	Enable Open Dental API (Setup > Misc Setup > API)	Office Manager	15 min	Requires administrative access
2	Generate API key for Hello Patient	Office Manager	15 min	Document key securely
3	🔵 Provide API key and server URL to Hello Patient	Vendor	—	Via secure channel
4	🔵 Configure integration in Hello Patient dashboard	Vendor	30 min	Vendor typically handles
5	Verify appointment and patient sync	IT + Office	30 min	Open Dental API typically reliable
6	Configure eService preferences to avoid duplicate messaging	Office	30 min	Disable Open Dental native reminders if migrating
7	Test recall list sync	Office	30 min	Compare Recall module to Hello Patient

Total Estimated Time: 3–4 hours per location

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Review Platform Integration

Step	Action	Owner	Time
1	Document current Google Business Profile access (who has admin access)	Marketing/IT	30 min
2	🔵 Connect Google Business Profile to Hello Patient	Vendor + Marketing	30 min
3	Connect Facebook page (if applicable)	Marketing	15 min
4	Configure review request timing (typically 2–4 hours post-appointment)	Vendor + Office	15 min
5	Set up review response notifications and workflow	Vendor + Marketing	30 min
6	Test review request flow—complete test appointment, verify request received	Office	30 min

Total Estimated Time: 2–3 hours per location

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Test Environment Setup and Validation Checklist

Recommended Approach for DSOs

For enterprise deployments, use a hybrid testing model:

• Centralized Sandbox: One test instance with sample data from multiple locations to validate enterprise configurations
• Per-Location Verification: Brief connectivity and sync test at each location before go-live

Centralized Test Environment Checklist

☐ 🔵 Request sandbox/staging environment from Hello Patient ☐ Populate with anonymized patient data representing multiple locations ☐ Test SSO integration in sandbox before production ☐ Validate role-based access controls (can regional managers only see their locations?) ☐ Test messaging templates with sample data ☐ ⚠️ Verify test messages don't send to real patient phone numbers—sandbox should block live sending

Per-Location Verification Checklist (30–45 minutes each)

☐ PMS connection active and syncing ☐ Patient count matches expected (within 5% of PMS total active patients) ☐ Upcoming appointments visible in Hello Patient ☐ Test message sends successfully to staff phone number ☐ Confirmation response correctly updates PMS (if bi-directional) ☐ Recall list populated and filterable ☐ Location-specific branding/sender information correct

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Data Migration Steps

Historical Data Ingestion

☐ 🔵 Confirm Hello Patient's historical data requirements (typically 12–24 months of appointments) ☐ Export historical appointment data from PMS (check export format requirements) ☐ Export patient communication preferences (opt-outs, preferred contact method) ☐ ⚠️ Validate opt-out list is complete—sending to opted-out patients creates compliance risk and patient complaints ☐ 🔵 Provide data files to Hello Patient for ingestion ☐ Verify ingested data accuracy (spot-check 50 random patient records)

Do-Not-Contact List Migration

☐ Export all "do not call" and "do not text" flags from PMS ☐ Export any deceased patient flags ☐ Export patients with litigation holds or sensitive situations ☐ 🔵 Confirm Hello Patient will honor all flags ☐ Test by attempting to add opted-out patient to campaign—should be blocked

Estimated Time: 2–3 hours per location for data preparation, plus vendor processing time

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Security and HIPAA Compliance Verification

Enterprise-Level Checklist

Item	Action	Owner	Status
🔵 Business Associate Agreement (BAA)	Obtain signed BAA covering all locations	Legal/Compliance	☐
🔵 SOC 2 Type II Report	Request and review vendor's current SOC 2 report	IT/Compliance	☐
Data Encryption	Verify encryption at rest (AES-256) and in transit (TLS 1.2+)	IT	☐
Access Audit Logs	Confirm logging of all access to PHI with 6+ year retention	IT/Compliance	☐
🔵 Data Residency	Confirm data stored in US-based data centers (or acceptable jurisdiction)	Legal/IT	☐
Breach Notification	Document vendor's breach notification timeline and process	Compliance	☐
⚠️ User Access Controls	Verify terminated employees lose access immediately across all systems	IT	☐
Minimum Necessary	Confirm Hello Patient only accesses required PHI fields	IT/Compliance	☐
Data Retention/Deletion	Document data retention policy and deletion process if contract ends	Legal/IT	☐

Per-Location Checklist

☐ All staff with Hello Patient access have signed HIPAA training acknowledgment ☐ Workstations with Hello Patient access have automatic screen lock enabled ☐ Shared credentials prohibited—each staff member has individual login ☐ Access level appropriate to role (front desk doesn't need admin access)

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Configuration Templates

Standardized Configuration (Identical Across All Locations)

Setting Category	Setting	Standard Value	Rationale
Appointment Reminders	Days before appointment	3 days, 1 day, 2 hours	Balanced reminder without over-contacting
Confirmation Responses	Accepted responses	"C", "Confirm", "Yes", "1"	Reduce patient confusion
Recall Outreach	Initial recall message timing	2 weeks before due	Early enough to schedule conveniently
Recall Cadence	Follow-up attempts	3 attempts over 6 weeks	Persistent without harassing
Review Requests	Timing	3 hours post-appointment	While experience is fresh
Business Hours	Message send window	8 AM – 8 PM local time	Respect patient time
Opt-Out Handling	Response keywords	"STOP", "UNSUBSCRIBE"	TCPA compliance
Message Tone	Brand voice	Friendly, professional	Enterprise brand consistency

Location-Specific Configuration (Can Vary)

Setting Category	Setting	Why Varies
Practice Name/Branding	Sender name, logo	Each location may have unique name
Specialty Mix	Message templates	Ortho vs. general vs. pedo language differs
Hours of Operation	Send window adjustment	Some locations have different hours
Provider Names	"Dr. Smith's office" vs. practice name	Provider preference and patient relationship
Spanish/Multilingual	Language options enabled	Varies by patient demographic
Recall Intervals	4-month vs. 6-month	Clinical protocol differences

☐ Create configuration template document with all standardized settings ☐ 🟣 CDO approval on clinical-related messaging (recall, treatment reminders) ☐ 🟣 CMO/Marketing approval on brand voice and consumer-facing messaging ☐ Document approval process for location-specific exceptions

Estimated Time: 4–6 hours to create enterprise configuration template

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6. Team Training Plan

Train-the-Trainer Model

For DSOs, a champion-led training model scales efficiently while building local ownership:

Central Team creates training materials
         ↓
Central Team trains Location Champions (2-hour session)
         ↓
Champions train their Location Staff (role-specific sessions)
         ↓
Champions provide ongoing support, escalate to Central when needed

Champion Selection Criteria

The ideal champion is: ☐ Currently in Office Manager or Lead role (authority to influence team) ☐ Technology-comfortable (uses smartphone apps, adapts to PMS updates easily) ☐ Positive communicator (can present change enthusiastically, not just compliantly) ☐ Reliable trainer (has successfully onboarded new staff before) ☐ Available (not overwhelmed with other initiatives) ☐ 6+ month tenure (understands current workflows)

Backup Champion: Identify a secondary champion at each location in case of absence or turnover.

Champion Responsibilities

| Phase | Responsibility | |