Intiveo
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Intiveo — Implementation Playbook (DSO)
Intiveo Implementation Playbook for DSOs
Patient Communication AI Platform
1. Executive Summary
What Intiveo Does
Intiveo is an AI-powered patient communication platform that automates appointment reminders, recall campaigns, review requests, and two-way patient messaging across multiple channels (SMS, email, voice). The platform integrates with practice management systems to trigger intelligent, personalized communications based on patient behavior, appointment history, and engagement patterns.
Why DSOs Benefit from AI Patient Communication at Scale
Standardization Advantage: Deploy consistent patient messaging protocols across 15–50+ locations while eliminating the variability of manual outreach. Every patient receives the same quality communication regardless of which location they visit or which staff member is working that day.
Data Aggregation Power: Centralized analytics reveal which message templates, timing, and channels perform best across your entire portfolio—insights impossible to capture when each location manages communication independently. Cross-location benchmarking identifies underperformers and surfaces best practices.
Economic Leverage: Enterprise pricing models deliver 40–60% cost savings compared to per-location licensing. More critically, a 1% improvement in confirmation rates across 50 locations with 200 daily appointments each yields 365,000 additional confirmed appointments annually—a productivity gain no single practice could achieve.
Operational Scalability: Front desk staff across all locations are freed from manual reminder calls, enabling redeployment to higher-value patient interactions while reducing labor cost variability between locations.
Expected Timeline: Decision to Full Deployment
| Phase | Timeline | Milestone |
|---|---|---|
| Contract to Pilot Launch | Weeks 1–4 | 2–3 pilot locations live |
| Wave 2 Expansion | Weeks 5–8 | 5–8 additional locations live |
| Wave 3+ Full Rollout | Weeks 9–16 | Remaining locations deployed |
| Optimization Period | Weeks 17–24 | ROI validation, workflow refinement |
Total deployment timeline for a 30-location DSO: 16–20 weeks
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware
☐ Verify all locations have workstations with minimum specs: Windows 10+ or macOS 10.14+, 8GB RAM, modern browser (Chrome 90+, Edge 90+, Safari 14+) ☐ Confirm reliable internet connectivity at each location (minimum 25 Mbps download, 10 Mbps upload) ⚠️ Common failure point: Rural locations with unreliable connectivity ☐ Document existing phone systems—VoIP integration may be required for voice reminder features
Software
☐ Inventory practice management system (PMS) versions across all locations ☐ Identify any locations running unsupported PMS versions requiring updates ☐ Document existing patient communication tools to be sunset ☐ Confirm browser versions meet minimum requirements
Network
☐ Verify firewall rules allow outbound connections to Intiveo domains ☐ Confirm SMTP relay settings if email will route through existing infrastructure ☐ Document any locations with VPN requirements or restricted network access
Integrations
☐ Compile list of current PMS across portfolio (Dentrix, Eaglesoft, Open Dental, Denticon, Curve, etc.) ☐ Identify imaging systems and whether patient photos will sync ☐ Document any existing digital forms, online scheduling, or patient portal integrations
Estimated time: 4–6 hours for inventory, 2–3 hours for documentation
Enterprise-Level Requirements
Network Standards
☐ 🟣 DECISION REQUIRED: Centralized hosting (single tenant) vs. distributed (multi-location instances)
- Recommendation: Centralized hosting for unified reporting and simpler management ☐ Define acceptable latency thresholds for API calls (<500ms recommended) ☐ Document disaster recovery requirements and acceptable downtime windows
Authentication & Access
☐ 🟣 DECISION REQUIRED: SSO integration requirements (Okta, Azure AD, Google Workspace) ☐ 🔵 VENDOR REQUIRED: Request Intiveo SSO integration specifications ☐ Define role-based access control (RBAC) matrix:
- Corporate admin: Full access, all locations
- Regional manager: Full access, regional locations only
- Location admin: Full access, single location
- Staff user: Limited access, task-specific ☐ Determine credential provisioning workflow—HR-triggered or manual?
Centralized Credentialing
☐ Designate enterprise administrator(s) with master access ☐ Document user provisioning and deprovisioning procedures ☐ Define password policy requirements (complexity, rotation, MFA)
Estimated time: 6–8 hours for enterprise requirements definition
Vendor Onboarding Steps
☐ 🔵 VENDOR REQUIRED: Schedule enterprise kickoff call with Intiveo implementation team ☐ 🔵 VENDOR REQUIRED: Obtain dedicated enterprise account manager contact ☐ 🔵 VENDOR REQUIRED: Secure technical implementation lead contact ☐ 🔵 VENDOR REQUIRED: Confirm escalation path and SLA for enterprise accounts ☐ 🔵 VENDOR REQUIRED: Request BAA execution timeline ☐ Document all vendor contacts in shared location:
- Account Manager: ________________
- Implementation Lead: ________________
- Technical Support: ________________
- After-hours emergency: ________________
Estimated time: 2 hours for kickoff, 1 hour for documentation
Data/Access Prerequisites
☐ Generate or obtain API credentials for each PMS instance ☐ Document admin credentials for all PMS systems (secure vault recommended) ☐ Prepare patient data export in standard format for historical analysis (if applicable) ☐ Compile phone number inventory for SMS sender ID registration ⚠️ Common failure point: 10DLC registration can take 2–4 weeks ☐ 🔵 VENDOR REQUIRED: Initiate 10DLC (SMS sender registration) process immediately—this is often the longest lead-time item
Estimated time: 3–4 hours for credential gathering, 1 hour for vendor submission
Stakeholder Alignment Map
Board/Investors (Inform)
☐ Prepare investment justification summary (cost, expected ROI, risk mitigation) ☐ Schedule quarterly update cadence on AI adoption progress ☐ 🟣 DECISION REQUIRED: Approval of vendor contract and enterprise spend
C-Suite (Approve & Champion)
| Role | Involvement Level | Key Concerns |
|---|---|---|
| CEO | Executive sponsor | Strategic alignment, board communication |
| CFO | Budget approval | ROI validation, cost controls |
| COO/VP Ops | Implementation owner | Operational impact, timeline, risk |
| CDO | Clinical oversight | Patient experience, clinical workflow |
| CTO/IT Director | Technical lead | Integration, security, infrastructure |
☐ 🟣 DECISION REQUIRED: Designate executive sponsor (recommended: COO or VP Ops) ☐ Establish executive steering committee meeting cadence (bi-weekly recommended during rollout)
Regional Managers (Cascade & Support)
☐ Brief all regional managers on initiative scope and timeline ☐ Assign regional accountability for locations within their territory ☐ Provide regional managers with location readiness assessment responsibilities
Location-Level Office Managers (Execute)
☐ Identify office manager or location lead at each site ☐ Communicate initiative overview and expected time commitment ☐ Request local champion nominations from each location
Providers (Adopt)
☐ Communicate how patient communication changes affect clinical workflow (minimal direct impact) ☐ Address provider concerns about patient communication tone and frequency ☐ Engage provider champions who can advocate for the initiative
Estimated time: 8–12 hours for stakeholder briefings across organization
Baseline Metrics to Capture
⚠️ Critical: Capture these metrics BEFORE go-live at every location. Without baselines, ROI measurement is impossible.
Standardized Metrics Across All Locations
| Metric | Definition | Data Source | Target Collection Method |
|---|---|---|---|
| Confirmation Rate | % of appointments confirmed 24+ hours in advance | PMS reports | Weekly export |
| No-Show Rate | % of scheduled appointments where patient didn't arrive | PMS reports | Weekly export |
| Same-Day Cancellation Rate | % of appointments cancelled <24 hours | PMS reports | Weekly export |
| Recall Effectiveness | % of due patients who schedule within 30 days of recall outreach | PMS reports | Monthly export |
| Front Desk Time on Calls | Hours/week spent on reminder and confirmation calls | Time study | Staff survey |
| Online Review Volume | # of new Google/Facebook reviews per month | Review platforms | Manual count |
| Online Review Rating | Average star rating | Review platforms | Manual count |
| Patient Response Rate | % of patients who respond to outreach | Manual tracking | Staff logs |
☐ Create standardized data collection template ☐ Distribute template to all locations with 2-week deadline ☐ Assign regional managers to validate data completeness ☐ Aggregate baseline data into centralized dashboard ☐ Document any locations with incomplete or unreliable baseline data
Estimated time: 2 hours for template creation, 1 hour per location for data gathering, 4 hours for aggregation
3. Location Readiness Assessment
Scoring Framework
Rate each location 1–5 on the following factors, then calculate a composite readiness score.
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Fiber internet (100+ Mbps), hardware <2 years old, current PMS version, VoIP phones |
| 4 | Reliable broadband (50+ Mbps), hardware <3 years old, PMS within 1 version of current |
| 3 | Stable internet (25+ Mbps), hardware <4 years old, supported PMS version |
| 2 | Intermittent connectivity, aging hardware, PMS version nearing end-of-support |
| 1 | Unreliable internet, outdated hardware requiring replacement, unsupported PMS |
Factor 2: Staff Tenure & Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | <10% turnover, history of successful tech adoption, staff actively requests new tools |
| 4 | 10–20% turnover, positive tech adoption history, minimal resistance to change |
| 3 | 20–30% turnover, mixed tech adoption success, neutral attitude toward change |
| 2 | 30–40% turnover, previous tech implementations struggled, some active resistance |
| 1 | >40% turnover, failed tech implementations, significant change resistance |
Factor 3: Patient Volume (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | >150 patients/day — highest impact potential, well-resourced for training |
| 4 | 100–150 patients/day — strong impact potential, adequate bandwidth |
| 3 | 75–100 patients/day — moderate impact, standard implementation |
| 2 | 50–75 patients/day — lower impact but lower risk for piloting |
| 1 | <50 patients/day — minimal impact, consider for later waves |
Factor 4: Tech Stack Compatibility (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | PMS on Intiveo's preferred integration list, no conflicting communication tools |
| 4 | PMS has proven Intiveo integration, one minor competing tool to sunset |
| 3 | PMS integration exists but less mature, some workflow adjustments needed |
| 2 | PMS integration available but complex, multiple competing tools requiring sunset |
| 1 | PMS integration not available or in beta, significant infrastructure changes needed |
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 5 | Tech-forward office manager + engaged provider champion, both eager to lead |
| 4 | Strong office manager champion, provider supportive |
| 3 | Willing office manager, provider neutral |
| 2 | No clear champion, need to develop one during implementation |
| 1 | Active resistance from leadership, champion must be assigned externally |
Composite Score Calculation
Composite Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (TechStack × 0.20) + (Champion × 0.15)
Score Interpretation
| Composite Score | Readiness Tier | Rollout Wave |
|---|---|---|
| 4.0–5.0 | High Readiness | Wave 1 Candidate |
| 3.0–3.9 | Moderate Readiness | Wave 2 Candidate |
| 2.0–2.9 | Low Readiness | Wave 3 (with remediation) |
| <2.0 | Not Ready | Defer until remediation complete |
Rollout Sequence Recommendations
☐ Complete readiness assessment for all locations ☐ Rank locations by composite score (highest to lowest) ☐ Identify 2–3 Wave 1 pilot candidates from top scorers with these additional criteria:
- Geographic diversity (different regions to test support model)
- PMS diversity (if portfolio includes multiple PMS, pilot at least one of each)
- Avoid highest-volume locations in Wave 1 (reduce risk) ☐ Present recommended rollout sequence to executive sponsor for approval 🟣
Sample Readiness Assessment Template
| Location | IT (1-5) | Staff (1-5) | Volume (1-5) | Tech (1-5) | Champion (1-5) | Composite | Wave |
|---|---|---|---|---|---|---|---|
| Location A | 4 | 5 | 3 | 5 | 5 | 4.35 | Wave 1 |
| Location B | 5 | 4 | 4 | 4 | 4 | 4.25 | Wave 1 |
| Location C | 3 | 3 | 4 | 4 | 3 | 3.40 | Wave 2 |
| Location D | 2 | 2 | 5 | 3 | 2 | 2.80 | Wave 3 |
Estimated time: 45 minutes per location for assessment, 2 hours for aggregation and sequencing
4. Rollout Strategy
Wave Structure
Recommended Wave Design for 30-Location DSO
| Wave | Locations | Duration | Purpose |
|---|---|---|---|
| Wave 1 (Pilot) | 2–3 locations | 4 weeks | Validate configuration, training model, and support processes |
| Wave 2 (Validation) | 5–8 locations | 3 weeks | Confirm scalability, refine processes |
| Wave 3 (Acceleration) | 10–12 locations | 3 weeks | Deploy at scale with proven playbook |
| Wave 4 (Completion) | Remaining locations | 2–3 weeks | Final deployment, mop-up |
For larger DSOs (40–50 locations): Add Wave 5 or expand Wave 3–4 capacity
Wave 1 Pilot Location Selection Criteria
Select 2–3 locations that meet ALL of the following:
☐ Composite readiness score ≥ 4.0 ☐ Patient volume in middle 40% (avoid highest-risk, highest-volume sites) ☐ Different PMS systems represented (if portfolio includes multiple) ☐ Different regions represented (test geographic support model) ☐ Strong local champion identified and committed ☐ Office manager with tenure ≥ 12 months ☐ No major operational disruptions scheduled (renovations, provider transitions) ☐ 🟣 DECISION REQUIRED: Final pilot location approval by executive sponsor
Timeline Per Wave with Buffer
Wave 1 Detailed Timeline (Weeks 1–4)
| Week | Phase | Activities |
|---|---|---|
| Week 1 | Configuration | PMS integration, template setup, testing |
| Week 2 | Training | Champion certification, staff training delivery |
| Week 3 | Go-Live + Support | Launch, daily check-ins, issue resolution |
| Week 4 | Stabilization + Learning Capture | Metrics review, documentation of lessons learned |
Buffer: 1 week between Wave 1 and Wave 2 for process refinement
Wave 2–4 Timeline (Accelerated)
| Week | Phase | Activities |
|---|---|---|
| Week 1 | Configuration + Training | Parallel prep using proven playbook |
| Week 2 | Go-Live + Support | Launch with enhanced support coverage |
| Week 3 | Stabilization | Transition to standard support model |
Buffer: 3–5 business days between waves
Go/No-Go Criteria
Criteria to Advance from Wave 1 to Wave 2
☐ All pilot locations have been live for ≥ 14 days ☐ Confirmation rate stable or improved vs. baseline ☐ No unresolved critical technical issues ☐ Staff training completion ≥ 95% ☐ Champion satisfaction score ≥ 4/5 ☐ Patient complaint volume related to communication unchanged or decreased ☐ Core workflows documented and repeatable ☐ 🟣 DECISION REQUIRED: Executive sponsor approval to proceed
Criteria to Advance from Wave 2 to Wave 3
☐ All Wave 2 locations live for ≥ 10 days ☐ Key metrics trending positive across ≥ 80% of locations ☐ Support ticket volume per location decreasing ☐ Training delivery time reduced by ≥ 20% from Wave 1 ☐ No systemic issues identified ☐ Regional manager confidence level ≥ 4/5
Rollback Plan
Triggers for Rollback Consideration
- Critical PMS integration failure affecting patient scheduling
- SMS/email deliverability <80%
- Patient complaint volume increase >25% related to communications
- Staff unable to perform core functions after 5 business days
Rollback Procedure
Level 1: Pause (Reversible) ☐ Disable automated outbound communications ☐ Revert to manual confirmation process temporarily ☐ Preserve Intiveo configuration for troubleshooting ☐ Engage vendor technical support immediately ☐ Target resolution: 24–48 hours
Level 2: Rollback (Location-specific) ☐ Disable Intiveo integration for affected location(s) ☐ Restore previous communication workflow entirely ☐ Document failure mode for post-mortem ☐ Location excluded from current wave, remediation required before retry ☐ Other locations in wave continue unaffected
Level 3: Wave Abort (Full Wave) ☐ All locations in wave pause deployment ☐ Executive sponsor notification within 2 hours ☐ Vendor escalation to VP-level support ☐ No new waves until root cause identified and resolved ☐ 🟣 DECISION REQUIRED: Resume criteria defined with vendor
Estimated time for rollback execution: Level 1 = 2 hours, Level 2 = 4 hours, Level 3 = 8 hours
5. Configuration & Integration (Weeks 2–3)
Practice Management System Integrations
Dentrix Integration
☐ 🔵 VENDOR REQUIRED: Request Intiveo's Dentrix integration package ☐ Verify Dentrix version compatibility (G7.2+ recommended) ☐ Install Intiveo Sync Agent on Dentrix server ☐ Configure read access to patient database ☐ Map appointment statuses to Intiveo workflow triggers ☐ Configure appointment type filters (which types trigger reminders) ☐ Test bidirectional sync of confirmation status ☐ Validate patient data accuracy in Intiveo portal
Estimated time: 2–3 hours per location (can parallel process)
Eaglesoft Integration
☐ 🔵 VENDOR REQUIRED: Request Intiveo's Eaglesoft integration guide ☐ Verify Eaglesoft version (21.0+ recommended) ☐ Install Eaglesoft API connector ☐ Configure secure connection credentials ☐ Map data fields (patient name, phone, email, appointment details) ☐ Test patient record sync accuracy ☐ Configure appointment status writeback ⚠️ Common failure point: Status mapping misalignment
Estimated time: 2–3 hours per location
Open Dental Integration
☐ 🔵 VENDOR REQUIRED: Request Intiveo's Open Dental API credentials process ☐ Enable Open Dental eConnector service ☐ Generate API key with appropriate permissions ☐ Configure Intiveo with API endpoint and credentials ☐ Test real-time appointment sync ☐ Verify confirmation status updates flow back to Open Dental
Estimated time: 1.5–2 hours per location
Denticon Integration (Cloud PMS)
☐ 🔵 VENDOR REQUIRED: Coordinate Denticon integration with both vendors ☐ Confirm Denticon environment (production vs. sandbox) ☐ Provide Intiveo with Denticon API access credentials ☐ Configure multi-location hierarchy mapping ☐ Test centralized admin access to all location data
Estimated time: 4–6 hours for enterprise setup, 30 minutes per location
Standardized Configuration Template
Settings to Standardize Centrally
| Setting | Standard Value | Rationale |
|---|---|---|
| Reminder timing | 72hr, 24hr, 2hr | Optimal balance of advance notice and recency |
| Confirmation method | SMS primary, email backup | Highest engagement channel first |
| Business hours | Per location but from approved list | Compliance with communication regulations |
| Message branding | Standard templates | Consistent patient experience |
| Review request timing | 2 hours post-appointment | Peak positive sentiment window |
| Review platforms | Google primary, Facebook secondary | SEO and social proof focus |
| Opt-out language | Standardized | Regulatory compliance |
| After-hours auto-reply | Standard template | Consistent patient experience |
☐ Document standardized configuration in enterprise playbook ☐ Create configuration approval workflow for deviations ☐ 🟣 DECISION REQUIRED: Approve message template library
Location-Specific Configuration
| Setting | Varies By | Approver |
|---|---|---|
| Business hours | Location schedule | Office Manager |
| Provider names in messages | Staffing | Office Manager |
| Location address/phone | Physical location | None (factual) |
| Specialty-specific templates | Service mix | Regional Manager |
| Language preferences | Patient demographics | Regional Manager |
| Recall intervals | Clinical protocols | CDO |
Test Environment Setup
☐ 🔵 VENDOR REQUIRED: Request sandbox/test environment access ☐ Create test patient records (do not use real PHI) ☐ Schedule test appointments across all appointment types ☐ Execute test validation checklist:
Test Validation Checklist
| Test Case | Expected Result | Pass/Fail |
|---|---|---|
| New appointment → reminder triggered | Reminder sent at configured intervals | ☐ |
| Patient confirms via SMS | PMS status updated to confirmed | ☐ |
| Patient reschedules via link | New appointment created, old cancelled | ☐ |
| Recall due → outreach triggered | Recall message sent on due date | ☐ |
| Appointment completed → review request | Review request sent at configured delay | ☐ |
| Patient opts out | Communications stopped, preference saved | ☐ |
| Invalid phone number | Error flagged, fallback to email | ☐ |
| Appointment cancelled | Remaining reminders cancelled | ☐ |
Estimated time: 2 hours for test environment setup, 2 hours for validation testing per location type
Enterprise-Level HIPAA & Security Checklist
Business Associate Agreement
☐ 🔵 VENDOR REQUIRED: Execute BAA with Intiveo ☐ Legal review of BAA terms ☐ Confirm BAA covers all locations and subsidiaries ☐ Document BAA effective date and storage location
Data Governance
☐ Document data flow: PMS → Intiveo → Patient ☐ Confirm data encryption in transit (TLS 1.2+) ☐ Confirm data encryption at rest (AES-256) ☐ Review Intiveo's data retention policy ☐ 🟣 DECISION REQUIRED: Approve data retention settings ☐ Document data deletion/export procedures
Access Controls
☐ Implement role-based access per RBAC matrix ☐ Enable MFA for all admin accounts ☐ Configure SSO integration (if applicable) ☐ Document user access review cadence (quarterly recommended) ☐ Test access provisioning and deprovisioning workflow
Compliance Documentation
☐ Obtain Intiveo's SOC 2 Type II report ☐ Review penetration test results (request if available) ☐ Document compliance in vendor risk management system ☐ Schedule annual compliance review
Estimated time: 4–6 hours for security review, 2 hours for documentation
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
Select 1 champion per location who meets the following:
- Role: Office Manager preferred; senior front desk or lead hygienist acceptable
- Tenure: ≥ 12 months at location
- Tech comfort: Demonstrates proficiency with PMS, comfortable learning new software
- Communication: Strong verbal skills, patient when teaching others
- Availability: Can dedicate 4–6 hours to training preparation and delivery
- Attitude: Positive about the initiative, natural influencer among peers
Champion Responsibilities
| Phase | Responsibility | Time Commitment |
|---|---|---|
| Pre-Training | Complete certification, customize materials | 4 hours |
| Training Week | Deliver training to location staff | 4–6 hours |
| Go-Live | Serve as first-line support, escalate issues | 2 hours/day Week 1 |
| Post-Launch | Lead troubleshooting, train new hires | 1–2 hours/week ongoing |
Champion Certification Program
Certification Curriculum (4 hours total)
Module 1: Platform Fundamentals (1 hour) ☐ 🔵 VENDOR REQUIRED: Access to champion certification training ☐ Dashboard navigation and core features ☐ Message template management ☐ Reporting and analytics overview
Module 2: Integration & Troubleshooting (1 hour) ☐ PMS integration overview ☐ Common sync issues and resolution ☐ Escalation procedures
Module 3: Training Delivery Skills (1 hour) ☐ Training facilitation techniques ☐ Handling resistant learners ☐ Role-specific training walkthrough
Module 4: Practical Assessment (1 hour) ☐ Live demonstration of platform ☐ Simulated training delivery ☐ Q&A and certification confirmation
Certification Completion Tracking
| Champion Name | Location | Module 1 | Module 2 | Module 3 | Module 4 | Certified |
|---|---|---|---|---|---|---|
| [Name] | [Location] | ☐ | ☐ | ☐ | ☐ | ☐ |
Role-Specific Training Outlines
Providers (Dentists, Hygienists with Clinical Autonomy)
Training Time: 30 minutes Format: Live demonstration or recorded video
Content:
- Overview of automated patient communication (5 min)
- How confirmations appear in schedule (5 min)
- Review request process and impact on reputation (10 min)
- How to request exceptions (urgent patient contact) (5 min)
- Q&A (5 min)
Common Resistance Points & Responses:
- "I don't want automated messages going to MY patients"
- Response: "Messages are personalized with your name and our location's branding. You can review templates—nothing goes out that you wouldn't say yourself."
- "What if a patient has a question?"
- Response: "Two-way messaging routes patient responses to front desk in real-time. Urgent clinical questions still come to you."
Day 1 Cheat Sheet for Providers:
INTIVEO QUICK REFERENCE - PROVIDERS
✓ Patients receive automatic reminders (72hr, 24hr, 2hr before appt)
✓ Confirmations auto-update in schedule - look for "C" status
✓ After appointments, patients get review request - this helps us grow!
✓ Need to contact a patient urgently? Tell front desk, they can send immediate message
✓ Questions? Ask [Champion Name]
Hygienists
Training Time: 20 minutes Format: Brief team huddle or recorded video
Content:
- Overview of patient communication automation (5 min)
- How confirmations affect schedule/patient flow (5 min)
- Recall system overview (5 min)
- How to flag communication issues (5 min)
Common Resistance Points & Responses:
- "I prefer calling my own patients for recall"
- Response: "Automation handles the bulk outreach. You can still personally call VIP patients—we're just ensuring no one falls through the cracks."
Day 1 Cheat Sheet for Hygienists:
INTIVEO QUICK REFERENCE - HYGIENISTS
✓ Patients confirm automatically - check schedule for "C" status
✓ Recall reminders go out automatically when patients are due
✓ Want to personally contact a patient? Ask front desk to note the preference
✓ See a communication issue? Tell [Champion Name]
Front Desk / Office Manager
Training Time: 2 hours Format: Live hands-on training (required)
Content:
- Dashboard navigation (20 min)
- Viewing patient communication history (15 min)
- Two-way messaging: receiving and responding (20 min)
- Managing undeliverable messages (15 min)
- Running reports (15 min)
- Handling patient opt-outs (10 min)
- Troubleshooting common issues (15 min)
- Hands-on practice (10 min)
Common Resistance Points & Responses:
- "This is just more work for me"
- Response: "You'll spend 30–60 minutes less per day on reminder calls. This frees you for patient interactions that actually require a human touch."
- "What if patients complain about too many messages?"
- Response: "Message frequency is optimized based on industry best practices. If a patient wants to opt out, it's one click and they're removed."
Day 1 Cheat Sheet for Front Desk:
INTIVEO QUICK REFERENCE - FRONT DESK
✓ Dashboard: [URL] | Login: [instructions]
✓ Patient messages appear in real-time - respond within 15 min during business hours
✓ Undeliverable messages: Check phone number accuracy in PMS, then retry
✓ Patient wants to opt out: Go to Patient Profile → Communication Preferences → Opt Out
✓ Can't resolve an issue? Contact [Champion] first, then [Support Tier]
✓ DON'T manually send reminders - the system handles it automatically!
Billing/Insurance Staff
Training Time: 15 minutes Format: Brief overview (live or video)
Content:
- How Intiveo affects (or doesn't affect) billing workflow (5 min)
- Insurance verification timing relative to reminders (5 min)
- Collection reminders overview, if applicable (5 min)
Impact Assessment:
- Direct billing impact: Minimal
- Insurance verification: No change, but better patient confirmation rates mean fewer last-minute eligibility surprises
- Collections: If Intiveo handles payment reminders, coordinate with billing team on messaging and timing
Day 1 Cheat Sheet for Billing:
INTIVEO QUICK REFERENCE - BILLING/INSURANCE
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AI-generated implementation guide based on public vendor information. Verify specifics directly with Intiveo.