Legwork
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Legwork — Implementation Playbook (DSO)
Legwork Implementation Playbook for DSOs
Marketing & Acquisition AI Platform
Version 1.0 | DSO Edition For VPs of Operations, Chief Dental Officers, and Regional Managers
1. Executive Summary
What Legwork Does
Legwork is an integrated patient marketing and acquisition platform that unifies online scheduling, reputation management, automated patient communications, recall campaigns, and digital marketing analytics into a single system. The AI-powered engine optimizes outreach timing, personalizes messaging based on patient behavior, and provides predictive analytics on patient acquisition and retention patterns.
Why DSOs Specifically Benefit
Scale Advantages:
- Centralized campaign management across 15–50+ locations eliminates redundant marketing spend and fragmented vendor relationships
- AI-driven patient segmentation and targeting improves continuously as aggregate patient data increases—your 50-location dataset trains better models than any single practice could achieve alone
- Enterprise-level reporting enables identification of top-performing locations, campaigns, and channels for systematic replication
Standardization Value:
- Brand consistency across all patient touchpoints (review responses, recall messages, online scheduling experience)
- Unified patient journey from first Google search through treatment acceptance
- Standardized KPIs and attribution models across all locations enable true apples-to-apples performance comparison
Data Aggregation Power:
- Cross-location cohort analysis reveals which acquisition channels yield highest-LTV patients
- Predictive models identify at-risk patients before they churn, enabling proactive intervention at scale
- Portfolio-wide A/B testing generates statistically significant results faster than single-location trials
Expected Timeline: Decision to Full Deployment
| Phase | Timeline | Milestone |
|---|---|---|
| Pre-Implementation | Weeks 1–2 | Technical requirements confirmed, baseline metrics captured |
| Pilot Wave (2–3 locations) | Weeks 3–6 | Proof of concept validated, playbook refined |
| Wave 2 (5–8 locations) | Weeks 7–12 | Scalability confirmed, champion model validated |
| Wave 3+ (remaining locations) | Weeks 13–20 | Full deployment |
| Optimization Phase | Weeks 21–28 | ROI demonstrated, enterprise refinements complete |
Total timeline: 5–7 months for full deployment across 15–50 locations
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware & Network Standards
☐ Minimum 25 Mbps upload/download speed per location (50 Mbps preferred for larger practices) ⚠️ Common failure point: satellite or rural locations with unreliable connectivity ☐ Modern web browsers (Chrome 90+, Edge 90+, Firefox 88+) on all workstations accessing Legwork ☐ Workstations with minimum 8GB RAM and 2GHz processor for staff using the platform ☐ SSL certificates for any custom domains or patient portals
Software & Integrations
☐ Document current PMS version at each location (Dentrix, Eaglesoft, Open Dental, Denticon, or other) ☐ Verify PMS versions meet Legwork minimum requirements:
- Dentrix G6.2 or higher
- Eaglesoft 21.0 or higher
- Open Dental 21.1 or higher
- Denticon (cloud-based, verify API access) ☐ Inventory existing marketing tools to be replaced or integrated (Mailchimp, Podium, Weave, etc.) ☐ Document current website platform and hosting provider per location ☐ Confirm Google Business Profile ownership/access for all locations
Enterprise Network Standards 🟣
☐ Decision Required: Centralized cloud hosting (recommended) vs. location-level hosting ☐ SSO provider compatibility confirmation (Okta, Azure AD, Google Workspace) ☐ VPN requirements for centralized data access, if applicable ☐ Firewall whitelist requirements for Legwork domains and IP ranges ☐ Data residency requirements documented (HIPAA compliance, state-specific regulations)
Vendor Onboarding Steps
Key Contacts to Establish 🔵
☐ Request dedicated Enterprise Account Manager (not standard account rep) ☐ Confirm Technical Implementation Lead assignment ☐ Obtain direct escalation contact for enterprise-level issues ☐ Establish 24/7 support line access for go-live periods ☐ Schedule kickoff call with vendor implementation team (allow 90 minutes)
Onboarding Documentation 🔵
☐ Complete Enterprise Customer Profile questionnaire ☐ Submit all location addresses, contact info, and billing codes ☐ Provide organizational chart showing regional structure ☐ Sign Master Services Agreement and enterprise BAA ⚠️ Ensure BAA covers all locations under single umbrella ☐ Establish sandbox/test environment access
Data & Access Prerequisites
System Access Requirements
☐ Compile admin credentials for all PMS instances (or document credentialing process) ☐ Document API access status for each PMS installation ☐ Gather Google Business Profile admin access for all locations ☐ Compile social media account credentials (if applicable) ☐ Document current email marketing platform access
Centralized Credentialing 🟣
☐ Decision Required: Create shared service account vs. individual admin accounts per location ☐ Define permission tiers:
- Enterprise Admin (C-suite, VP Operations)
- Regional Manager (read/write for region)
- Location Manager (read/write for single location)
- Staff User (limited access) ☐ Integrate with existing identity management system (SSO preferred) ☐ Document credential lifecycle management (onboarding, offboarding, role changes)
Internal Stakeholder Alignment
Stakeholder Map
| Stakeholder Level | Key Individuals | Involvement Type | Approval Required For |
|---|---|---|---|
| Board/Investors | Board members, PE partners | Quarterly updates, budget approval | 🟣 Total budget, vendor selection |
| C-Suite | CEO, CDO, VP Operations, CFO | Strategic direction, resource allocation | 🟣 Rollout timeline, staffing changes |
| Regional Managers | Regional Directors (typically 3–8) | Execution oversight, escalation | Wave sequencing, location prioritization |
| Location Office Managers | OMs at each location | Day-to-day execution | Training schedules, workflow changes |
| Providers | Lead dentists, associates | Clinical workflow input | Clinical communication content |
| Marketing Team | CMO, marketing managers | Campaign strategy, brand standards | Messaging templates, brand guidelines |
| IT/Technology | IT Director, support staff | Technical implementation | Infrastructure changes, security protocols |
Alignment Actions
☐ 🟣 Executive sponsor identified (recommend VP Operations or CMO) ☐ 🟣 Budget approved for software licensing, implementation services, and internal resources ☐ Regional manager briefing scheduled (60-minute overview) ☐ Office manager communication plan drafted ☐ Provider communication drafted (focus on patient experience improvements, not workflow changes) ☐ IT team briefed on technical requirements and timeline
Baseline Metrics to Capture
Critical Metrics (Capture for Every Location)
Acquisition Metrics:
| Metric | How to Capture | Why It Matters |
|---|---|---|
| New patient volume (monthly) | PMS production report | Primary ROI indicator |
| Cost per new patient | Marketing spend ÷ new patients | Campaign efficiency baseline |
| Lead-to-appointment conversion rate | Current scheduling platform + PMS | Process efficiency indicator |
| Online scheduling adoption rate | Current platform analytics | Digital readiness indicator |
| Website traffic by source | Google Analytics | Channel attribution baseline |
Retention Metrics:
| Metric | How to Capture | Why It Matters |
|---|---|---|
| Hygiene recare rate | PMS recall report | Retention baseline |
| Patient churn rate (12-month inactivity) | PMS patient aging report | Risk identification baseline |
| Recall campaign response rate | Current outreach platform | Communication effectiveness |
| Unscheduled treatment value | PMS treatment plan reports | Revenue opportunity baseline |
Reputation Metrics:
| Metric | How to Capture | Why It Matters |
|---|---|---|
| Google review count per location | Manual audit or aggregator | Reputation baseline |
| Average star rating per location | Manual audit | Quality perception baseline |
| Review response rate | Google Business Profile | Engagement baseline |
| Review response time | Manual sample or estimate | Service level baseline |
Standardization Requirements ⚠️
☐ Create standardized data extraction template for all locations ☐ Define measurement period (recommend trailing 6 months) ☐ Normalize metrics for location size (e.g., new patients per operatory) ☐ Assign metric collection to single owner (recommend Business Intelligence or Operations Analyst) ☐ Deadline: All baseline metrics collected before any location goes live
3. Location Readiness Assessment
Scoring Framework
Score each factor 1–5 for every location, where:
- 1 = Significant gaps, requires remediation before deployment
- 3 = Meets basic requirements, some optimization needed
- 5 = Exceeds requirements, ideal candidate for early deployment
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 1 | Network speed <10 Mbps; PMS >3 versions behind current; hardware >6 years old |
| 2 | Network speed 10–24 Mbps; PMS 2 versions behind; hardware 4–6 years old |
| 3 | Network speed 25–49 Mbps; PMS 1 version behind; hardware 2–4 years old |
| 4 | Network speed 50–99 Mbps; PMS current version; hardware 1–2 years old |
| 5 | Network speed 100+ Mbps; PMS latest version with API enabled; hardware <1 year old |
Assessment Actions: ☐ Run speed test at each location during business hours ☐ Document PMS version via admin panel or vendor inquiry ☐ Inventory workstation specifications (purchasing records or physical audit)
Factor 2: Staff Tenure & Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | >40% annual turnover; no prior tech implementations; staff resistant to change |
| 2 | 30–40% turnover; one failed tech implementation; mixed tech comfort |
| 3 | 20–30% turnover; successful implementations but with challenges; moderate tech comfort |
| 4 | 10–20% turnover; smooth prior implementations; strong tech comfort |
| 5 | <10% turnover; enthusiastic tech adopters; multiple successful implementations |
Assessment Actions: ☐ Pull turnover data from HRIS for trailing 12 months ☐ Survey regional managers on technology comfort and prior implementation success ☐ Review any available patient satisfaction or employee engagement survey data
Factor 3: Patient Volume (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | Startup practice (<50 active patients/month) — limited data to leverage |
| 2 | Low volume (50–100 active patients/month) — lower impact, lower risk |
| 3 | Moderate volume (100–200 active patients/month) — balanced impact/risk |
| 4 | High volume (200–350 active patients/month) — strong impact, manageable risk |
| 5 | Very high volume (350+ active patients/month) — maximum impact, requires careful execution |
⚠️ Note: Very high-volume locations (score 5) offer maximum ROI potential but should not be selected for Wave 1 due to higher execution risk. Prioritize these for Wave 2.
Assessment Actions: ☐ Pull active patient count from PMS (patients with visit in trailing 18 months) ☐ Calculate monthly patient visit volume from production reports
Factor 4: Tech Stack Compatibility (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | PMS not supported; multiple conflicting integrations; no API access |
| 2 | PMS supported but old version; some integration conflicts; limited API |
| 3 | PMS supported and current; minor integration cleanup needed; API available |
| 4 | PMS fully compatible; clean tech stack; API configured and tested |
| 5 | PMS ideal for Legwork; no conflicting systems; existing Legwork components in use |
Assessment Actions: ☐ Compare PMS to Legwork compatibility matrix 🔵 ☐ Inventory all patient communication, scheduling, and marketing tools in use ☐ Document known integration issues from IT team
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 1 | No candidates identified; office manager resistant or overwhelmed |
| 2 | Potential champion but lacks authority or bandwidth |
| 3 | Capable champion identified but needs development |
| 4 | Strong champion (OM or lead assistant) with authority and interest |
| 5 | Ideal champion: tech-savvy OM or provider, past implementation success, respected by team |
Assessment Actions: ☐ Survey regional managers for champion nominations ☐ Review past implementation participation records ☐ Conduct brief phone interviews with potential champions (15 minutes)
Composite Scoring & Rollout Sequencing
Calculating Composite Score
Composite Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (Tech × 0.20) + (Champion × 0.15)
Readiness Tiers
| Composite Score | Tier | Rollout Recommendation |
|---|---|---|
| 4.0–5.0 | Tier 1 | Wave 1 candidates (pilot locations) |
| 3.0–3.9 | Tier 2 | Wave 2 candidates |
| 2.0–2.9 | Tier 3 | Wave 3 candidates (require remediation planning) |
| <2.0 | Tier 4 | Hold for remediation; deploy last |
Sample Readiness Matrix
| Location | IT (25%) | Staff (20%) | Volume (20%) | Tech (20%) | Champion (15%) | Composite | Tier |
|---|---|---|---|---|---|---|---|
| Location A | 4 | 5 | 3 | 4 | 5 | 4.15 | Tier 1 |
| Location B | 3 | 4 | 5 | 3 | 4 | 3.75 | Tier 2 |
| Location C | 2 | 3 | 4 | 2 | 2 | 2.60 | Tier 3 |
Wave 1 Selection Criteria 🟣
Select 2–3 locations that: ☐ Score in Tier 1 (4.0+) ☐ Represent different geographic regions (validates remote support model) ☐ Include different PMS types if present in portfolio (validates all integrations) ☐ Have manageable volume (avoid highest-volume locations for pilot) ☐ Have executive-supported champion with bandwidth for feedback loops
4. Rollout Strategy
Wave Structure
Recommended Wave Design
| Wave | Locations | Duration | Purpose |
|---|---|---|---|
| Wave 1 (Pilot) | 2–3 locations | 4 weeks | Proof of concept, process validation, playbook refinement |
| Wave 2 (Expansion) | 5–8 locations | 4 weeks | Scale validation, champion model stress test |
| Wave 3 (Acceleration) | 10–15 locations | 3 weeks | Accelerated deployment using proven playbook |
| Wave 4+ (Completion) | Remaining locations | 3 weeks each | Full deployment |
Buffer Periods
☐ Minimum 1 week between Wave 1 and Wave 2 for lessons learned capture ☐ Minimum 3 business days between subsequent waves for adjustment ☐ Do not begin new wave during major holidays or benefit enrollment periods
Wave 1 Pilot Selection
Selection Criteria Matrix
| Criterion | Requirement | Rationale |
|---|---|---|
| Readiness Score | >4.0 composite | Minimizes execution risk |
| Volume | Moderate (100–250 patients/month) | Meaningful data without overwhelming |
| Champion Quality | Score 4–5 | Critical for feedback and refinement |
| Geographic Spread | At least 2 different regions | Validates remote support model |
| PMS Variety | Include dominant PMS type | Validates primary integration |
| Relationship | Strong OM-regional manager relationship | Ensures honest feedback |
🟣 Executive Approval Required
☐ Final Wave 1 location list approved by VP Operations ☐ Champions confirmed and capacity allocated (estimate 4–6 hours/week during pilot) ☐ Regional managers informed and accountable for pilot success
Wave Timeline
Wave 1 Detailed Schedule (Weeks 3–6)
| Week | Focus | Key Activities |
|---|---|---|
| Week 3 | Configuration | System setup, integration testing, training content customization |
| Week 4 | Training | Champion certification, staff training delivery |
| Week 5 | Go-Live | Soft launch Monday, full operations by Wednesday, intensive support |
| Week 6 | Stabilization | Issue resolution, workflow refinement, metrics baseline establishment |
Wave 2+ Schedule (Compressed)
| Week | Focus | Key Activities |
|---|---|---|
| Week 1 | Configuration | Streamlined setup using standardized templates |
| Week 2 | Training + Go-Live | Champion-led training, go-live mid-week |
| Week 3 | Stabilization | Issue resolution, early metrics review |
Go/No-Go Criteria
Advancing from Wave 1 to Wave 2
Green Light (All must be true): ☐ ≥90% of planned functionality operational ☐ Zero critical integration failures unresolved ☐ Staff satisfaction ≥3.5/5 on post-training survey ☐ Champion model validated (champion successfully led ≥75% of troubleshooting) ☐ Key metrics tracking confirmed functional ☐ No unresolved HIPAA compliance concerns
Yellow Light (Proceed with conditions): ☐ 1–2 minor functional gaps with documented workarounds ☐ Staff satisfaction 3.0–3.4/5 with improvement plan ☐ Champion required vendor escalation support >3 times (investigate root cause)
Red Light (Do not proceed): ☐ Critical integration failure affecting patient scheduling or communication ☐ Staff satisfaction <3.0/5 ☐ Champion unable to support team (reassign and extend timeline) ☐ HIPAA compliance concern identified ☐ Patient complaints related to system change
🟣 Go/No-Go Decision Authority
- Wave 1 → Wave 2: VP Operations + CDO joint approval
- Wave 2 → Wave 3: VP Operations approval (CDO informed)
- Wave 3+: Regional Manager approval (VP Operations informed)
Rollback Plan
Rollback Triggers
- Critical patient communication failure (messages not sending or sending to wrong patients)
- Integration failure causing data sync issues >24 hours
- Staff unable to perform core functions after 72 hours of support
- Patient safety concern identified
Rollback Procedure
Immediate Actions (Hour 0–4): ☐ Notify vendor support of rollback decision (Severity 1) 🔵 ☐ Disable automated patient communications from Legwork ☐ Reactivate previous communication/scheduling systems ☐ Notify location champion and staff of temporary rollback ☐ Communicate to patients only if they were directly impacted
Short-Term Actions (Hours 4–24): ☐ Document all issues leading to rollback ☐ Schedule root cause analysis with vendor 🔵 ☐ Brief regional manager and VP Operations on status ☐ Develop remediation plan with timeline
Impact Isolation: ☐ Rollback affects only the specific location, not other locations in same wave ☐ Other locations proceed unless failure is systemic (integration architecture issue) ☐ If systemic issue identified, pause all waves until resolved
5. Configuration & Integration (Weeks 2–3)
PMS Integration: Step-by-Step
Dentrix Integration 🔵
Prerequisites: ☐ Dentrix G6.2 or higher installed ☐ eCentral account active ☐ Admin-level Dentrix credentials available ☐ Legwork API credentials received from vendor
Integration Steps:
- ☐ Install Legwork Bridge application on Dentrix server (vendor provides installer) 🔵
- ☐ Configure Dentrix API connection in Legwork admin panel
- ☐ Map operatory codes and provider IDs between systems
- ☐ Configure appointment type mappings (new patient, hygiene, restorative, etc.)
- ☐ Enable bi-directional sync for scheduling ⚠️ Test extensively before enabling
- ☐ Configure recall integration with Dentrix Continuing Care module
- ☐ Run test patient lookup to validate connection
- ☐ Schedule initial historical data sync (recommend overnight, 6–8 hours) 🔵
Estimated Time: 3–4 hours per location
Eaglesoft Integration 🔵
Prerequisites: ☐ Eaglesoft 21.0 or higher installed ☐ Eaglesoft API license active ☐ Admin-level Eaglesoft credentials available ☐ Legwork API credentials received from vendor
Integration Steps:
- ☐ Install Legwork Connector on Eaglesoft server (vendor provides installer) 🔵
- ☐ Configure ODBC connection string in Legwork admin panel
- ☐ Map provider codes and appointment types
- ☐ Configure online scheduling sync with Eaglesoft Scheduler
- ☐ Enable patient data sync (name, contact, appointment history)
- ☐ Configure insurance eligibility integration (if applicable)
- ☐ Run test sync to validate data accuracy
- ☐ Schedule initial historical data sync (recommend overnight) 🔵
Estimated Time: 3–4 hours per location
Open Dental Integration 🔵
Prerequisites: ☐ Open Dental 21.1 or higher installed ☐ Open Dental API key generated (from Setup > Miscellaneous > API) ☐ Admin-level Open Dental credentials available ☐ Legwork API credentials received from vendor
Integration Steps:
- ☐ Generate Open Dental API key in software settings
- ☐ Enter API key in Legwork integration settings
- ☐ Configure webhook URL for real-time appointment updates
- ☐ Map procedure codes for appointment type identification
- ☐ Configure recall type mappings
- ☐ Enable bi-directional scheduling sync
- ☐ Run comprehensive test: create appointment in both systems, verify sync
- ☐ Schedule historical data import 🔵
Estimated Time: 2–3 hours per location (Open Dental typically fastest)
Denticon (Cloud-Based) Integration 🔵
Prerequisites: ☐ Denticon cloud access confirmed ☐ Denticon API access enabled by Henry Schein ☐ Admin credentials available ☐ Legwork API credentials received from vendor
Integration Steps:
- ☐ Request Denticon API enablement from Henry Schein (may require 2–5 business days) 🔵
- ☐ Configure OAuth connection in Legwork admin panel 🔵
- ☐ Map multi-location hierarchy in Legwork to match Denticon structure ⚠️ Critical for DSOs
- ☐ Configure appointment type and provider mappings per location
- ☐ Enable enterprise-level reporting aggregation
- ☐ Run multi-location test sync
- ☐ Verify data segregation (patient data should not cross between locations)
Estimated Time: 4–6 hours initial setup, plus per-location configuration
Test Environment Setup
Centralized Test Environment (Recommended for DSOs)
☐ 🟣 Decision Required: Dedicated test instance vs. production with test flag ☐ Request sandbox environment from vendor 🔵 ☐ Configure sandbox with representative data from 2–3 locations ☐ Establish test patient profiles (use clearly fake data: "Test Patient," phone 555-0100) ☐ Document test credentials in secure password manager ☐ Define test scenarios covering:
- New patient online scheduling
- Recall appointment reminder
- Review request after appointment
- Campaign email send
- Two-way texting
Validation Checklist (Per Integration)
Data Sync Validation: ☐ Patient demographics sync correctly (name, phone, email, address) ☐ Appointment data syncs within 60 seconds of creation ☐ Provider schedules display correctly ☐ Appointment status changes propagate (confirmed, cancelled, completed) ☐ Historical appointment data imported accurately
Functionality Validation: ☐ Online scheduling displays correct available times ☐ Booking online creates appointment in PMS ☐ Recall reminders trigger based on PMS recall dates ☐ Review requests send after appointment completion ☐ Two-way texting messages appear in patient record (if configured)
Edge Case Validation: ☐ Schedule conflict handling (double-booking prevention) ☐ Provider schedule change propagation ☐ Patient opt-out processing ☐ Appointment cancellation handling ☐ New patient vs. existing patient identification
Enterprise Configuration
Standardized Configuration Template (Apply to All Locations)
| Setting | Standardized Value | Rationale |
|---|---|---|
| Brand name format | "[Brand] - [City]" | Consistent branding |
| Default reply email | noreply@[brand].com | Centralized inbox management |
| Appointment reminder sequence | 7 days, 2 days, 2 hours | Evidence-based timing |
| Recall reminder sequence | 30 days, 14 days, 7 days | Optimal reactivation timing |
| Review request timing | 2 hours post-appointment | Maximum response rate |
| Review platforms | Google (primary), Facebook (secondary) | Prioritize SEO impact |
| SMS opt-out language | Standardized TCPA compliant text | Legal compliance |
| Email footer | Standardized with brand + location address | CAN-SPAM compliance |
Location-Specific Configuration (Allow Local Discretion)
| Setting | Allow Variance | Notes |
|---|---|---|
| Office hours | Yes | Based on actual schedule |
| Provider bios/photos | Yes | Local content |
| Specialty services highlighted | Yes | Based on service mix |
| New patient special offers | Regional discretion | Coordinate with marketing |
| Social media links | Yes | If location-specific accounts exist |
| Emergency contact number | Yes | Local after-hours line |
Configuration Authority Matrix 🟣
| Configuration Type | Authority Level | Change Process |
|---|---|---|
| Brand standards (logo, colors, messaging) | Central Marketing | Change request to CMO |
| Communication timing/frequency | Central Operations | Quarterly review |
| Appointment type mappings | Regional Manager | Document and notify central |
| Provider settings | Office Manager | Self-service |
| Analytics/reporting views | Central Operations | Standardized, no local changes |
Security & HIPAA Compliance
Enterprise HIPAA Checklist
Business Associate Agreement: ☐ Master BAA executed covering all locations 🔵 ☐ BAA covers all data types (PHI, appointment data, communications) ☐ BAA specifies breach notification timeline (≤24 hours) ☐ Subcontractor BAAs documented (SMS providers, email services)
Access Controls: ☐ Role-based access implemented (see credentialing section) ☐ Minimum necessary access principle documented ☐ User access review process scheduled (quarterly recommended) ☐ Termination access revocation process documented ☐ Multi-factor authentication enabled for admin accounts ⚠️
Data Governance: ☐ Data retention policy documented and configured ☐ Patient communication logs retained per state requirements ☐ Data export/deletion capability confirmed (patient rights requests) ☐ Audit logging enabled for PHI access ☐ Audit log review process scheduled (monthly recommended)
Technical Safeguards: ☐ Data encryption in transit (TLS 1.2+) confirmed 🔵 ☐ Data encryption at rest confirmed 🔵 ☐ Legwork SOC 2 Type II report reviewed ☐ Penetration testing frequency documented 🔵 ☐ Incident response plan documented and tested
Training & Policy: ☐ Staff HIPAA training updated to include Legwork usage ☐ Acceptable use policy updated for marketing AI platform ☐ Patient communication opt-out process documented ☐ PHI transmission guidelines documented (what can/cannot be texted)
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
Required Qualifications: ☐ Minimum 1 year tenure at location ☐ Proficiency with current PMS (can train others on basic functions) ☐ Respected by clinical and administrative team ☐ Available for 4–6 hours/week during implementation ☐ Office manager, lead assistant, or treatment coordinator preferred
Ideal Additional Qualifications: ☐ Previous technology implementation experience ☐ Positive attitude toward technology change ☐ Strong communication skills ☐ Ability to troubleshoot before escalating
Champion Responsibilities
During Implementation:
- Complete champion certification training (4 hours)
- Deliver role-specific training to location staff
- Serve as first point of contact for staff questions
- Participate in daily check-ins during go-live week
- Document issues and workarounds
- Provide feedback to regional manager and central team
Post-Implementation:
- Train new hires on Legwork usage
- Deliver quarterly refresher sessions
- Monitor adoption metrics for location
- Escalate persistent issues to regional manager
- Participate in champion community calls (monthly)
Champion Certification Process 🔵
| Session | Duration | Content | Delivery |
|---|---|---|---|
| Session 1 | 90 min | Platform overview, navigation, core features | Live webinar with vendor |
| Session 2 | 90 min | Integration points, troubleshooting, escalation | Live webinar with vendor |
| Session 3 | 60 min | Training delivery skills, role-specific content | Internal L&D or vendor |
| Certification Test | 30 min | Practical assessment + quiz | Self-paced, verified |
☐ Champion must score ≥85% on certification test ☐ Certification completed ≥3 days before location go-live ☐ Champion list maintained centrally with contact info
Role-Specific Training Outlines
Providers (Dentists, Hygienists, Specialists)
Training Time: 45 minutes Recommended Format: Live demo during lunch or huddle, followed by 15-min shadow session Delivered By: Champion
Content Outline:
Why we're doing this (5 min)
- Patient experience improvements
- Practice growth objectives
- How their feedback shaped implementation
What changes for you (15 min)
- Patient communication preview (what patients receive before/after appointments)
- Online scheduling: how patients book, what you'll see
- Review requests: what patients receive, how to respond to reviews
- Treatment presentation tools (if applicable)
Hands-on walkthrough (15 min)
- View your schedule in Legwork
- See upcoming patient communication
- Review sample patient journey
When to escalate (5 min)
- Patient complaints about communications: escalate to champion
- Clinical content concerns: escalate to CDO
Q&A (5 min)
Common Resistance Points:
| Objection | Response |
|---|---|
| "This is more work" | "The system automates what you're doing manually. You'll spend less time, not more." |
| "Patients don't want automated messages" | "Share opt-out data showing 95%+ patients prefer text reminders to phone calls." |
| "I don't want to be judged |
AI-generated implementation guide based on public vendor information. Verify specifics directly with Legwork.