Legwork Forms
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Legwork Forms — Implementation Playbook (DSO)
Legwork Forms Implementation Playbook
Patient Communication AI for Dental Support Organizations
1. Executive Summary
What Legwork Forms Does
Legwork Forms is a patient communication platform that digitizes intake forms, automates appointment-related communications, and streamlines pre-visit workflows through intelligent form distribution, completion tracking, and PMS integration. The system eliminates paper-based processes while capturing patient data directly into your practice management system.
Why DSOs Benefit from Patient Communication AI at Scale
Standardization Advantages: With 15–50 locations, inconsistent patient intake processes create data quality issues, compliance risks, and variable patient experiences. Legwork Forms enforces standardized data capture across all locations while allowing brand-level customization.
Operational Efficiency at Scale: Manual form processing consumes an estimated 15–20 minutes per new patient per location. Across a 30-location DSO seeing 10 new patients per location daily, that's 75–100 hours of staff time weekly—recoverable through automation.
Data Aggregation Power: Centralized digital forms enable enterprise-wide analytics on patient demographics, insurance mix, medical history patterns, and intake completion rates—intelligence impossible to extract from paper-based processes.
Revenue Cycle Impact: Pre-visit insurance verification integration and complete data capture reduce claim denials attributable to demographic errors and missing information by 20–35% based on vendor case studies.
Expected Timeline: Decision to Full Deployment
| Phase | Duration | Cumulative |
|---|---|---|
| Pre-Implementation & Pilot Preparation | Weeks 1–2 | Week 2 |
| Wave 1 Pilot (2–3 locations) | Weeks 3–6 | Week 6 |
| Wave 2 Expansion (5–8 locations) | Weeks 7–10 | Week 10 |
| Wave 3 Full Deployment (remaining) | Weeks 11–16 | Week 16 |
| Post-Launch Optimization | Weeks 17–24 | Week 24 |
Total timeline for a 30-location DSO: 16–20 weeks to full deployment, 24 weeks to stabilization.
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware Requirements
☐ Front desk workstations: Windows 10+ or macOS 11+, minimum 8GB RAM ☐ Patient-facing tablets (optional but recommended): iPad 7th gen+ or Android 9+ tablets with 10"+ screens ☐ QR code-capable printer/signage for in-office form links
Software Requirements
☐ Supported browsers: Chrome 90+, Edge 90+, Safari 14+ (Firefox supported but not optimized) ☐ PMS compatibility verification (see integration section) ☐ PDF reader capability for form export/printing fallback
Network Requirements
☐ Minimum 25 Mbps dedicated bandwidth per location ☐ HTTPS/TLS 1.2+ support ☐ Firewall whitelist: *.legwork.com, *.amazonaws.com (specific IPs provided during onboarding) ☐ Guest WiFi network for patient tablets (isolated from clinical network)
🔵 Vendor Onboarding Steps
| Step | Owner | Timeline | Deliverable |
|---|---|---|---|
| ☐ Execute enterprise BAA | Legal + Vendor | Day 1–3 | Signed BAA |
| ☐ Assign enterprise account manager | Vendor | Day 1 | Named contact + escalation path |
| ☐ Schedule enterprise technical kickoff | IT + Vendor | Day 3–5 | 90-minute call scheduled |
| ☐ Receive sandbox environment credentials | Vendor | Day 5 | Test environment access |
| ☐ Establish dedicated Slack/Teams channel | Both | Day 5 | Real-time support channel |
| ☐ Confirm vendor SLA terms | Vendor + Operations | Day 7 | Documented response commitments |
Key Vendor Contacts to Establish
☐ Enterprise Account Manager (strategic relationship, QBR ownership) ☐ Technical Implementation Lead (integration, configuration) ☐ Support Escalation Contact (Tier 2+ issues, bypasses standard queue) ☐ Training Coordinator (scheduling, materials, certification)
Data/Access Prerequisites
Logins & Credentials Required
☐ PMS administrator credentials for each supported system (Dentrix, Eaglesoft, Open Dental) ☐ SSO/identity provider admin access (if using centralized authentication) ☐ Email domain verification access (for branded patient communications) ☐ SMS vendor account access (if integrating with existing SMS platform vs. Legwork native)
⚠️ API & Integration Prerequisites
☐ Dentrix G7+: Confirm eCentral subscription active; obtain API credentials from Henry Schein ☐ Eaglesoft: Patterson Technology Liaison (PTL) must authorize integration; 5–7 business day lead time ☐ Open Dental: Enable Open Dental API module; generate API keys per location ☐ Verify PMS version compatibility across all locations (document any outliers requiring upgrade)
Data Migration Inventory
☐ List of current form templates used per location ☐ Current form completion rate data (if tracked) ☐ Patient communication preference data (SMS opt-in status) ☐ Legacy e-form data export requirements (if switching from another platform)
🟣 Internal Stakeholder Alignment
Stakeholder Alignment Map
| Stakeholder | Role in Implementation | Engagement Level | Timing |
|---|---|---|---|
| Board/Investors | Awareness; ROI monitoring | Quarterly update | Pre-launch briefing |
| CEO/COO | Executive sponsor; resource allocation | Weekly status | Decision meeting Week 1 |
| CDO/Chief Dental Officer | Clinical workflow approval | Configuration review | Week 2 |
| VP of Operations | Program owner; wave decisions | Daily during waves | Continuous |
| VP of IT/CTO | Technical oversight; security sign-off | Heavy Weeks 1–3 | Continuous |
| VP of Revenue Cycle | Billing/insurance workflow integration | Configuration review | Weeks 2–3 |
| Regional Managers | Cascade communication; location selection | Weekly during rollout | Briefing Week 1 |
| Office Managers | Location-level execution | Heavy during wave | Pre-wave briefing |
| Providers | Clinical workflow adoption | Training window | 1 week pre-go-live |
| Front Desk Staff | Primary users | Training + go-live | 1 week pre-go-live |
Approval Gates
🟣 ☐ Executive sponsor (CEO/COO) signs off on timeline and resource commitment 🟣 ☐ CDO approves clinical form templates and workflow changes 🟣 ☐ IT/Security team completes security review and approves vendor 🟣 ☐ Legal confirms BAA and data governance requirements met 🟣 ☐ Finance confirms budget allocation for subscription + implementation costs
Baseline Metrics to Capture Before Go-Live
⚠️ Critical: Standardize measurement methodology across all locations before collecting data
| Metric | Data Source | Measurement Method | Target Collection |
|---|---|---|---|
| Form completion rate (new patients) | Manual audit | Sample 20 patient records per location | Week 1 |
| Pre-appointment form completion rate | Manual audit | % patients with forms completed before arrival | Week 1 |
| Average check-in time | Time study | Stopwatch from arrival to seated (new vs. established) | Week 1 |
| Data entry errors per week | PMS audit | Sample records for demographic/insurance errors | Week 1 |
| Staff time on intake processing | Time study | Front desk self-reported time logs (3-day sample) | Week 1 |
| Claim denial rate (demographic/info errors) | RCM system | Filter denials by reason code | Last 90 days |
| Patient NPS/satisfaction (intake-specific) | Survey | Add intake question to existing survey | Week 1 |
| Paper/printing costs per location | Expense reports | Monthly average | Last 3 months |
Standardization Requirements for Cross-Location Comparison
☐ Create unified metric definitions document ☐ Deploy standardized time study template to all locations ☐ Designate single RCM analyst to pull denial rate data consistently ☐ Establish baseline data submission deadline: End of Week 1 ☐ Central team validates data quality before accepting
Enterprise-Level Requirements
Network Standards Across Locations
☐ Document current network configurations for all locations ☐ Identify locations below 25 Mbps threshold (remediation required) ☐ Confirm firewall policies can be updated centrally (or document distributed locations) ☐ Establish network change request process with vendor IP whitelisting requirements
Hosting & Architecture Decisions
🟣 ☐ Decision Required: Centralized tenant (single enterprise instance) vs. per-location instances
- Recommendation: Centralized tenant with location-level permissions
- Rationale: Unified reporting, simplified SSO, consistent form templates, single BAA
Identity & Access Management
☐ Confirm SSO provider compatibility (Okta, Azure AD, Google Workspace supported) ☐ Design role-based access control (RBAC) structure:
- Enterprise Admin (IT, central ops)
- Regional Manager (read-only cross-location, write own region)
- Location Manager (write own location only)
- Staff (limited to task execution) ☐ Document SSO provisioning workflow for new hires ☐ Establish offboarding protocol for deactivating departed staff
Centralized Credentialing
☐ Create single vendor contact list with emergency escalation ☐ Establish central IT ticketing system integration for support requests ☐ Document API credential storage (recommend secrets manager, not spreadsheets)
3. Location Readiness Assessment
Readiness Scoring Framework
Score each factor 1–5 for every location, then calculate composite score.
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Fiber internet 100+ Mbps; hardware <2 years old; latest PMS version; managed IT support |
| 4 | Cable internet 50+ Mbps; hardware 2–3 years old; current PMS version |
| 3 | Internet 25+ Mbps; hardware 3–4 years old; PMS 1 version behind current |
| 2 | Internet 15–25 Mbps; hardware 4–5 years old; PMS 2+ versions behind |
| 1 | Internet <15 Mbps OR critical hardware failures OR unsupported PMS version |
Factor 2: Staff Tenure and Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | Average tenure >3 years; turnover <15%; prior successful tech implementations; staff requests new tools |
| 4 | Average tenure 2–3 years; turnover 15–25%; one successful tech implementation |
| 3 | Average tenure 1–2 years; turnover 25–35%; mixed tech implementation history |
| 2 | Average tenure 6–12 months; turnover 35–50%; recent failed implementation |
| 1 | High turnover >50%; no stable front desk team; active change resistance |
Factor 3: Patient Volume (Weight: 15%)
| Score | Criteria | Risk/Impact Profile |
|---|---|---|
| 5 | 40–60 patients/day | Optimal: High impact, manageable volume |
| 4 | 60–80 patients/day | High impact, moderate complexity |
| 3 | 25–40 patients/day | Moderate impact, low complexity |
| 2 | 80+ patients/day | High impact but high go-live risk |
| 1 | <25 patients/day | Low impact; not representative |
Factor 4: Existing Tech Stack Compatibility (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Supported PMS (current version); no conflicting patient communication tools; open API enabled |
| 4 | Supported PMS (1 version behind); minor conflicts resolvable |
| 3 | Supported PMS requires upgrade; some workflow conflicts |
| 2 | PMS supported but significant customizations may conflict |
| 1 | Unsupported PMS OR major integration blockers OR active competing platform |
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 5 | Office manager is tech-forward, proactively engaged, has trained staff on prior tools |
| 4 | Provider champion identified who will advocate and support adoption |
| 3 | Willing office manager but no prior tech leadership experience |
| 2 | No clear champion but no active resistance |
| 1 | Office manager resistant to change OR vacant position OR high manager turnover |
Composite Score Calculation
Formula: (Infrastructure × 0.25) + (Staff × 0.20) + (Volume × 0.15) + (Tech Stack × 0.25) + (Champion × 0.15)
| Composite Score | Readiness Tier | Recommendation |
|---|---|---|
| 4.5–5.0 | Tier 1: Pilot Ready | Wave 1 candidate |
| 3.5–4.4 | Tier 2: Ready | Wave 2 candidate |
| 2.5–3.4 | Tier 3: Ready with Prep | Wave 3 with remediation |
| 1.5–2.4 | Tier 4: Not Ready | Defer until remediation complete |
| <1.5 | Tier 5: Critical Gaps | Exclude from initial rollout |
Sample Location Assessment Matrix
| Location | Infra (25%) | Staff (20%) | Volume (15%) | Tech (25%) | Champion (15%) | Composite | Tier |
|---|---|---|---|---|---|---|---|
| Denver Central | 5 | 4 | 5 | 5 | 5 | 4.85 | 1 |
| Austin North | 4 | 5 | 4 | 4 | 4 | 4.20 | 2 |
| Phoenix East | 3 | 3 | 3 | 4 | 3 | 3.30 | 3 |
| Tampa South | 2 | 2 | 4 | 3 | 2 | 2.50 | 3 |
| Miami West | 2 | 1 | 2 | 2 | 1 | 1.65 | 4 |
Rollout Sequence Recommendation
Wave 1 Selection Criteria (2–3 locations):
- Composite score ≥ 4.5
- Geographic diversity (enables regional learning)
- Mix of practice types (GP + specialty if applicable)
- Accessible to central team for on-site support
Wave 2 Selection Criteria (5–8 locations):
- Composite score 3.5–4.4
- Include at least one location from each region
- Prioritize locations with strong champions
Wave 3 Selection Criteria (remaining locations):
- Composite score 2.5–3.4 with remediation plans complete
- Tier 4 locations only after specific readiness gaps addressed
4. Rollout Strategy (DSO Wave Structure)
Wave Structure Overview
| Wave | Locations | Duration | Purpose |
|---|---|---|---|
| Wave 1: Pilot | 2–3 locations | 4 weeks | Validate integration, refine training, establish playbook |
| Wave 2: Expansion | 5–8 locations | 4 weeks | Scale validation, train regional champions, stress-test support |
| Wave 3: Full Deploy | Remaining | 4–6 weeks | Complete enterprise deployment |
Wave 1 Pilot Selection
Selection Criteria Matrix
🟣 ☐ Executive approval required for final Wave 1 location selection
| Criterion | Weight | Evaluation Method |
|---|---|---|
| Readiness score ≥ 4.5 | Required | Location assessment |
| Geographic proximity to central team | Preferred | Enables on-site support |
| Different PMS systems represented | Required | Tests all integration paths |
| Strong local champion | Required | Named individual committed |
| Representative patient demographics | Preferred | Results transferable |
| Manageable patient volume (40–60/day) | Preferred | Reduces go-live risk |
Recommended Wave 1 Composition
- Location A: Highest readiness score, PMS = Dentrix, GP practice
- Location B: Second-highest score, PMS = Open Dental, specialty or high-volume GP
- Location C (optional): Third-highest, PMS = Eaglesoft, tests full integration suite
Wave Timeline with Learning Buffers
Week 1–2: Pre-implementation (all locations)
Week 3: Wave 1 configuration + training
Week 4: Wave 1 go-live
Week 5: Wave 1 stabilization + data collection
Week 6: Wave 1 retrospective + playbook updates
Week 7: Wave 2 configuration + training
Week 8: Wave 2 go-live (first half)
Week 9: Wave 2 go-live (second half)
Week 10: Wave 2 stabilization + learning capture
Week 11: Wave 3 configuration begins
Week 12–15: Wave 3 rolling go-lives (5–7 locations/week)
Week 16: Final locations go-live + enterprise stabilization
Go/No-Go Criteria Between Waves
Wave 1 → Wave 2 Advancement Criteria
| Category | Go Criteria | No-Go Criteria |
|---|---|---|
| Technical | PMS sync successful >95% | Sync failures >10%; data loss incidents |
| Adoption | Staff completing forms workflow independently | Staff requiring escalation support >50% of transactions |
| Patient Experience | Patient form completion rate >60% | Completion rate <40%; patient complaints |
| Champion Confidence | Champion rates readiness 8+/10 | Champion rates readiness <6/10 |
| Stability | <3 critical support tickets in Week 4 | >5 critical tickets or any unresolved P1 |
⚠️ Conditional Advancement
If 1–2 criteria are borderline but no hard "No-Go" conditions exist:
- Extend Wave 1 stabilization by 1 week
- Document specific remediation steps
- Reduce Wave 2 scope to 3–4 locations initially
Rollback Plan
Wave Pause Trigger Conditions
- Data integrity issue affecting patient records
- Security/HIPAA incident
- PMS integration failure causing clinical workflow disruption
70% of staff unable to complete basic workflows after training
⚠️ Rollback Execution Steps
| Step | Owner | Timeline | Action |
|---|---|---|---|
| 1 | VP Operations | Immediate | Declare wave pause; notify executive sponsor |
| 2 | IT Lead | Within 2 hours | Disable Legwork Forms appointment triggers |
| 3 | Office Managers | Within 4 hours | Revert to paper forms; brief staff |
| 4 | Vendor | Within 4 hours | 🔵 Emergency support call; root cause analysis |
| 5 | IT Lead | Within 24 hours | Confirm no data sync to PMS (if data integrity issue) |
| 6 | VP Operations | Within 48 hours | Issue written rollback report to executive sponsor |
| 7 | All | Within 1 week | Remediation plan with revised go-live criteria |
Isolation Protocol for Ongoing Waves
If rollback occurs mid-deployment:
- All not-yet-live locations pause immediately
- Already-live locations continue if stable (do not roll back functioning sites)
- Create firewall between affected and unaffected locations in support queue
5. Configuration & Integration (Weeks 2–3)
PMS Integration: Step-by-Step
🔵 Dentrix Integration
| Step | Owner | Time | Details |
|---|---|---|---|
| 1 | IT | 30 min | ☐ Confirm Dentrix G7.3+ or later installed |
| 2 | IT | 15 min | ☐ Verify eCentral subscription active per location |
| 3 | IT | 30 min | ☐ Generate eCentral API credentials for Legwork |
| 4 | Vendor | 1 hour | 🔵 ☐ Configure Dentrix connector in Legwork admin |
| 5 | IT + Vendor | 1 hour | ☐ Test patient demographic sync (both directions) |
| 6 | IT | 30 min | ☐ Verify appointment data flows correctly |
| ⚠️ 7 | IT | 1 hour | ☐ Test insurance information sync (high error risk area) |
| 8 | IT | 30 min | ☐ Confirm provider schedule sync for appointment-triggered forms |
🔵 Eaglesoft Integration
| Step | Owner | Time | Details |
|---|---|---|---|
| ⚠️ 1 | IT | 5–7 days | ☐ Submit Patterson Technology Liaison (PTL) authorization request |
| 2 | Patterson | 5–7 days | ☐ Await PTL approval (no workaround; must wait) |
| 3 | IT | 30 min | ☐ Confirm Eaglesoft 21+ installed |
| 4 | Vendor | 1 hour | 🔵 ☐ Configure Eaglesoft connector with PTL credentials |
| 5 | IT + Vendor | 2 hours | ☐ Test full data sync pathway |
| 6 | IT | 30 min | ☐ Validate imaging integration if applicable |
🔵 Open Dental Integration
| Step | Owner | Time | Details |
|---|---|---|---|
| 1 | IT | 15 min | ☐ Enable Open Dental API module (Setup > Misc Setup) |
| 2 | IT | 15 min | ☐ Generate API key with appropriate permissions |
| 3 | Vendor | 45 min | 🔵 ☐ Configure Open Dental connector in Legwork admin |
| 4 | IT + Vendor | 1 hour | ☐ Test patient sync, appointment sync, form data write-back |
| 5 | IT | 30 min | ☐ Verify form data appears in correct Open Dental fields |
Test Environment Setup
🔵 Recommended Approach: Centralized Test Environment
☐ Request sandbox tenant from vendor (separate from production) ☐ Connect sandbox to test PMS instance (not production patient data) ☐ Create test patient records with synthetic data ☐ Configure all form templates in sandbox first ☐ Complete integration testing in sandbox before production configuration
Validation Checklist
| Test Case | Expected Result | Pass/Fail |
|---|---|---|
| New patient form completion | Patient record created in PMS with all demographic fields | ☐ |
| Existing patient form update | Patient record updated without duplicate creation | ☐ |
| Insurance information capture | Insurance info populates correct PMS fields | ☐ |
| Medical history form | Responses appear in PMS clinical notes | ☐ |
| Appointment trigger | Form sent automatically when appointment scheduled | ☐ |
| Form reminder | Reminder sent 48 hours pre-appointment (if incomplete) | ☐ |
| SMS delivery | Test message received on mobile | ☐ |
| Email delivery | Test message received with correct branding | ☐ |
| Form completion notification | Front desk receives alert when form completed | ☐ |
| Spanish language form | Form displays correctly; data syncs properly | ☐ |
Data Migration / Historical Data
Assessment Questions
☐ Is there existing digital form data from a previous platform? ☐ What is the data volume? (records, date range) ☐ 🔵 Is migration in scope? (confirm with vendor—may require professional services) ☐ What data retention requirements apply? (state regulations, payer requirements)
If Migration Required
| Step | Owner | Time | Action |
|---|---|---|---|
| 1 | IT | 2 hours | ☐ Export data from legacy platform (CSV, XML, or API) |
| 2 | Vendor | 4–8 hours | 🔵 ☐ Map legacy data fields to Legwork schema |
| 3 | Vendor | 2–4 hours | 🔵 ☐ Execute test migration to sandbox |
| 4 | IT | 2 hours | ☐ Validate migrated data accuracy (sample 50 records) |
| 5 | Vendor | 2–4 hours | 🔵 ☐ Execute production migration |
| 6 | IT | 4 hours | ☐ Final validation; confirm legacy system decommission plan |
Security & HIPAA Compliance Verification
Enterprise HIPAA Checklist
| Item | Owner | Status |
|---|---|---|
| ☐ Business Associate Agreement (BAA) executed | Legal | ☐ Complete |
| ☐ Vendor SOC 2 Type II report reviewed | IT Security | ☐ Complete |
| ☐ Data encryption at rest (AES-256 or equivalent) confirmed | IT Security | ☐ Complete |
| ☐ Data encryption in transit (TLS 1.2+) confirmed | IT Security | ☐ Complete |
| ☐ Data residency verified (US-based servers) | IT Security | ☐ Complete |
| ☐ Audit logging capabilities confirmed | IT Security | ☐ Complete |
| ☐ User access controls and RBAC verified | IT | ☐ Complete |
| ☐ Patient data deletion/retention policy documented | Compliance | ☐ Complete |
| ☐ Breach notification procedures documented | Legal + Vendor | ☐ Complete |
| ☐ Vendor security questionnaire completed | IT Security | ☐ Complete |
Data Governance Requirements
🟣 ☐ Define data ownership (DSO vs. vendor) 🟣 ☐ Establish data export rights and procedures 🟣 ☐ Document data retention periods by form type 🟣 ☐ Confirm patient consent language meets state requirements ☐ Verify TCPA compliance for SMS communications
Enterprise Configuration Standards
Standardized Configuration Template (Centrally Mandated)
| Setting | Standard Value | Rationale |
|---|---|---|
| Default language | English (Spanish option enabled) | Patient accessibility |
| Form reminder timing | 48 hours pre-appointment | Optimal completion rate |
| Reminder channel | SMS primary, email secondary | SMS achieves 90%+ open rates |
| Form expiration | 30 days post-appointment | Data hygiene |
| Branding | DSO master brand assets | Consistency |
| HIPAA consent form | Enterprise-standard language | Legal compliance |
| New patient form fields | Standard 22-field template | Data consistency for analytics |
| SMS opt-in language | Enterprise-standard script | TCPA compliance |
Location-Specific Configuration (Local Discretion Permitted)
| Setting | Customization Allowed | Notes |
|---|---|---|
| Office-specific logo | Yes | For sub-brands within DSO |
| Provider names/schedules | Yes | Must reflect actual providers |
| Specialty-specific forms | Yes | Ortho, pedo, perio custom forms |
| Local phone number in communications | Yes | Return calls route to location |
| Additional custom form fields | With approval | Must not conflict with standard fields |
| Appointment type mapping | Yes | Location-specific appointment codes |
6. Team Training Plan (DSO Train-the-Trainer Model)
Champion Identification & Certification
Champion Selection Criteria
- Office Manager or senior front desk staff (not provider)
- Tenure >1 year at location
- Successfully trained peers on previous tools
- Comfortable presenting to small groups
- Available for 4–6 hours of certification training
- Committed to ongoing champion role post-deployment
Champion Responsibilities
☐ Complete champion certification program ☐ Deliver role-based training to location staff ☐ Serve as first-line support for staff questions ☐ Track training completion for all location staff ☐ Participate in weekly champion calls during rollout ☐ Provide feedback to central team on training gaps ☐ Train new hires on Legwork Forms workflow
🔵 Champion Certification Program
| Module | Duration | Format | Content |
|---|---|---|---|
| Platform Fundamentals | 2 hours | Live virtual | Full platform walkthrough, navigation, settings |
| Integration Deep-Dive | 1 hour | Live virtual | PMS sync, troubleshooting, data flow |
| Training Delivery Skills | 1 hour | Live virtual | How to deliver role-based training effectively |
| Support & Escalation | 30 min | Video + reference | When and how to escalate issues |
| Certification Assessment | 30 min | Online quiz | Must score 85%+ to certify |
Champion Certification Timeline
- Champions identified: 2 weeks before wave go-live
- Certification training: 1 week before wave go-live
- All champions certified before any location goes live
Role-Based Training Outlines (For Champions to Deliver)
Front Desk / Office Manager Training
Estimated Time: 2 hours (1 hour training + 1 hour guided practice) Format: In-person, led by certified champion Group Size: All front desk staff simultaneously
Session Agenda:
- (10 min) Why we're making this change—patient experience and efficiency goals
- (20 min) Live demo: New patient books appointment → form automatically sent
- (15 min) Live demo: Checking form completion status, sending reminders
- (20 min) Live demo: Patient arrives with incomplete form—tablet workflow
- (15 min) Live demo: Form data in PMS—where to find, what to verify
- (15 min) Live demo: Troubleshooting common issues
- (25 min) Hands-on practice with test patients
Common Resistance Points & Responses:
| Objection | Response |
|---|---|
| "Patients won't fill out forms online" | Data shows 70%+ completion rates when sent via SMS. Paper backup always available. |
| "This is more work for me" | Initial learning curve, but saves 15+ minutes per new patient once adopted. |
| "I don't know what to do if it breaks" | Champion is your first call; escalation path is clear; paper fallback always available. |
Front Desk Day 1 Cheat Sheet
╔══════════════════════════════════════════════════════════════╗
║ LEGWORK FORMS - FRONT DESK QUICK REFERENCE ║
╠══════════════════════════════════════════════════════════════╣
║ NEW PATIENT SCHEDULED: ║
║ → Form auto-sends via SMS within 5 min ║
║ → Check status in Legwork dashboard: green = complete ║
║ ║
║ PATIENT ARRIVES - FORM INCOMPLETE: ║
║ → Hand them tablet, say: "Let's get your forms wrapped up" ║
║ → Open [tablet bookmark] → patient enters DOB → form loads ║
║ ║
║ FORM COMPLETED - WHAT TO VERIFY IN PMS: ║
║ → Confirm: Name, DOB, Insurance ID, Phone, Address ║
║ → Insurance didn't sync? Manual entry (known issue, fix coming) ║
║ ║
║ SOMETHING NOT WORKING? ║
║ 1. First: Try refresh / re-login ║
║ 2. Second: Ask [Champion Name] ║
║ 3. Third: Paper
AI-generated implementation guide based on public vendor information. Verify specifics directly with Legwork Forms.