MaxAssist — Implementation Playbook (DSO)

MaxAssist Implementation Playbook

Practice Management AI for Dental Support Organizations

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1. Executive Summary

What MaxAssist Does

MaxAssist is an AI-powered practice management platform that automates patient communication, appointment scheduling, treatment coordination, and revenue cycle tasks. The system uses natural language processing to handle inbound and outbound patient interactions, intelligent automation to reduce administrative burden, and predictive analytics to optimize scheduling and reduce no-shows across your organization.

Why DSOs Benefit from Practice Management AI at Scale

Practice management AI delivers compounding returns for multi-location organizations:

• Standardization Advantage: Deploy consistent patient communication protocols, scheduling logic, and follow-up workflows across all locations—eliminating the variance that comes from individual office manager preferences
• Data Aggregation Power: Aggregate operational data across 15–50+ locations to identify systemic inefficiencies, benchmark performance, and surface best practices that can be scaled
• Labor Leverage: A single AI system can handle communication volume equivalent to dozens of FTEs, providing staffing flexibility during hiring challenges and reducing per-location administrative overhead
• Centralized Optimization: Make one configuration change centrally and deploy it everywhere, versus training and retraining staff at each location

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Infrastructure audit, stakeholder alignment, baseline metrics
Pilot Wave (2–3 locations)	Weeks 3–6	Configuration, training, go-live, stabilization
Wave 2 (5–8 locations)	Weeks 7–10	Expanded rollout with refined playbook
Wave 3+ (remaining locations)	Weeks 11–16	Full deployment at scale
Optimization	Weeks 17–20	ROI validation, workflow refinement

Total Timeline: 16–20 weeks for a 30-location DSO, assuming standard readiness. Highly mature organizations may compress to 12–14 weeks; organizations with significant infrastructure gaps should plan for 22–26 weeks.

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

Technical Requirements

Hardware Requirements (Per Location)

☐ Workstations: Windows 10/11 or macOS 12+, minimum 8GB RAM, SSD storage
☐ Displays: 1920x1080 minimum resolution (MaxAssist dashboard requires screen real estate)
☐ Headsets with noise-canceling microphones if using voice AI features
☐ Dedicated workstation or shared terminal for front desk MaxAssist access

Network Requirements

☐ Minimum 50 Mbps download / 10 Mbps upload per location (100/25 recommended)
☐ ⚠️ Latency under 100ms to MaxAssist cloud servers (test with vendor-provided diagnostic tool)
☐ Firewall whitelist for MaxAssist domains (provided during onboarding)
☐ Guest/patient WiFi must be segmented from operational network

Software Requirements

☐ Practice Management System: Dentrix G7+, Eaglesoft 21+, Open Dental 22.1+, or Denticon (cloud)
☐ Browser: Chrome 90+ or Edge 90+ (Safari not fully supported)
☐ Email system with API access (Microsoft 365 or Google Workspace)
☐ Phone system with SIP/VoIP capability for call integration (RingCentral, Weave, or compatible)

Vendor Onboarding Steps

Step	Owner	Timing
🔵 Execute Master Service Agreement	Legal + Vendor	Week 1, Day 1–2
🔵 Complete Business Associate Agreement (BAA)	Compliance + Vendor	Week 1, Day 1–2
🔵 Receive enterprise admin credentials	IT + Vendor	Week 1, Day 3
🔵 Schedule technical kickoff call	IT + Vendor Implementation Lead	Week 1, Day 3–4
🔵 Obtain dedicated Customer Success Manager contact	Operations + Vendor	Week 1, Day 3
🔵 Receive integration documentation and API credentials	IT + Vendor	Week 1, Day 5

Key Vendor Contacts to Establish

☐ Implementation Project Manager (your primary contact during deployment)
☐ Technical Integration Specialist (for PMS/imaging connections)
☐ Enterprise Customer Success Manager (for ongoing relationship post-deployment)
☐ 24/7 Support escalation path and SLA documentation

Data/Access Prerequisites

☐ Admin-level credentials for each PMS instance
☐ API keys generated for MaxAssist integration (see vendor documentation)
☐ Read/write access to patient demographic and appointment data
☐ Access to 12+ months of historical appointment data for AI training
☐ Phone system admin access for call routing integration
☐ Email domain verification for outbound patient communication
☐ SMS short code registration (if using MaxAssist SMS; 4–6 week lead time—start immediately)

Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Decide: Centralized VPN architecture vs. direct cloud connection per location
☐ Document network topology for each location (IT audit if unknown)
☐ Standardize firewall rules across all locations before deployment
☐ ⚠️ Identify locations with outdated networking equipment requiring upgrades

Hosting Architecture

☐ 🟣 Decide: MaxAssist cloud-hosted (recommended) vs. hybrid with on-prem components
☐ Confirm data residency requirements (US-based servers standard)
☐ Document disaster recovery expectations and vendor SLAs

Identity and Access Management

☐ 🟣 Decide: SSO integration (Okta, Azure AD, Google) vs. MaxAssist native authentication
☐ If SSO: Initiate integration 2 weeks before pilot (requires IT and vendor coordination)
☐ Define role-based access levels: Admin, Regional Manager, Office Manager, Provider, Staff
☐ Centralized user provisioning/deprovisioning process documented

Centralized Credentialing

☐ Establish process for adding/removing users across all locations
☐ Define approval workflow for elevated permissions
☐ Document termination protocol to revoke access within 24 hours

Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	Needs to Know	Needs to Approve	Communication Cadence
Board/Investors	Board members, PE partners	ROI thesis, timeline, risk mitigation	🟣 Budget allocation, vendor selection	Monthly summary during rollout
C-Suite	CEO, CDO, COO, CFO, CTO	Strategic rationale, resource requirements, success metrics	🟣 Go/no-go decisions between waves	Weekly during implementation
Regional Managers	Regional VPs, Area Directors	Rollout sequence, location responsibilities, escalation paths	Wave timing for their regions	Bi-weekly briefings
Office Managers	Location-level OMs	Day-to-day workflow changes, training schedule, support resources	N/A (informed, not approving)	Weekly during their wave
Providers	Dentists, hygienists	Clinical workflow impact, what changes for them	N/A	Training + go-live communication
Support Staff	Front desk, billing, call center	Task-level changes, new responsibilities	N/A	Training + go-live communication

Alignment Actions (Week 1)

☐ 🟣 Executive sponsor identified (recommend: COO or VP Operations)
☐ 🟣 Budget approval confirmed and documented
☐ Steering committee formed: Executive sponsor, CDO, CTO/IT Lead, Regional Manager representative
☐ Steering committee kickoff meeting scheduled
☐ Communication plan drafted for each stakeholder tier
☐ ⚠️ Identify known resistors early—schedule 1:1 conversations with executive sponsor

Baseline Metrics to Capture

Operational Metrics (Standardized Measurement Across Locations)

Metric	How to Measure	Measurement Period	Notes
Appointment fill rate	(Scheduled appointments / Available slots) x 100	Last 90 days	Pull from PMS
No-show rate	(No-shows / Total scheduled) x 100	Last 90 days	Include late cancellations
Same-day/next-day fill rate	Emergency/open slots filled within 24 hours	Last 90 days	Manual tracking may be required
Average calls to schedule	Inbound calls / New appointments scheduled	Last 30 days	Requires phone system data
Treatment acceptance rate	(Accepted treatment value / Presented treatment value) x 100	Last 90 days	Pull from PMS
Average days to treatment start	Days between treatment presentation and first appointment	Last 90 days
Patient reactivation rate	Dormant patients (18+ months) returning	Last 12 months
Front desk labor hours	FTE hours spent on scheduling, confirmation, follow-up	Current snapshot	Time study or estimate

Financial Metrics

Metric	How to Measure	Measurement Period
Revenue per location	Gross collections	Last 12 months
Revenue per FTE (admin)	Collections / Admin FTEs	Current
Claim denial rate	Denied claims / Total claims submitted	Last 90 days
Days in A/R	Average days to collect	Current snapshot

Cross-Location Standardization Requirements

☐ Confirm all locations using same PMS version (or document variations)
☐ Align on metric definitions—circulate glossary to all regional managers
☐ Identify data quality issues (locations with incomplete records, recent PMS migrations)
☐ Establish single data extraction method (central IT pull vs. location-level export)
☐ ⚠️ Flag locations with <6 months of clean data—may need extended baseline period

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3. Location Readiness Assessment

Scoring Framework

Score each location on the following factors using a 1–5 scale:

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet 100+ Mbps, all workstations <3 years old, PMS fully current, dedicated IT support
4	Cable internet 50+ Mbps, workstations <5 years old, PMS within 1 version of current
3	Adequate internet (25+ Mbps) with occasional reliability issues, mixed workstation ages, PMS within 2 versions
2	Unreliable internet or <25 Mbps, several outdated workstations, PMS version requiring upgrade
1	Significant infrastructure gaps, frequent technical issues, PMS incompatible without major upgrade

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Average tenure >3 years, <10% annual turnover, history of successful tech adoptions, staff enthusiasm for AI
4	Average tenure 2–3 years, 10–20% turnover, generally positive tech adoption history
3	Average tenure 1–2 years, 20–30% turnover, mixed tech adoption results
2	Average tenure <1 year, 30–40% turnover, or known resistance to recent technology changes
1	High turnover (>40%), recent failed technology implementation, active staff resistance anticipated

Factor 3: Patient Volume

Score	Criteria	Risk/Reward Note
5	High volume (80+ patients/day)	Highest ROI potential but highest go-live risk
4	Above average (60–79 patients/day)	Strong ROI, manageable risk
3	Average (40–59 patients/day)	Moderate ROI and risk—ideal for pilots
2	Below average (25–39 patients/day)	Lower immediate ROI, lower risk—good for learning
1	Low volume (<25 patients/day)	Limited immediate impact, may not justify early prioritization

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	PMS, phone system, and email all on MaxAssist-certified integrations list; no customizations
4	Primary systems compatible; minor configuration needed
3	Most systems compatible; 1 system requires workaround or partial manual process
2	Significant integration work required; 1+ system incompatible requiring replacement or manual bridge
1	Major incompatibilities; would require substantial infrastructure changes before MaxAssist deployment

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward Office Manager or lead provider actively volunteering to champion; proven track record
4	Capable Office Manager or provider willing to champion with support
3	Office Manager willing but inexperienced with technology rollouts; will need significant coaching
2	No natural champion identified; would need to assign someone without enthusiasm
1	Office Manager or lead provider actively resistant; no alternative champion candidates

Composite Readiness Score Calculation

Factor	Weight	Score (1–5)	Weighted Score
IT Infrastructure	25%	___	___
Staff Tenure/Adaptability	20%	___	___
Patient Volume	15%	___	___
Tech Stack Compatibility	25%	___	___
Local Champion	15%	___	___
Total	100%		___

Interpretation:

• 4.0–5.0: High readiness—prioritize for Wave 1 or early Wave 2
• 3.0–3.9: Moderate readiness—suitable for Wave 2 or Wave 3
• 2.0–2.9: Low readiness—address gaps before inclusion; consider late Wave 3 or Phase 2
• Below 2.0: Not ready—remediation plan required before rollout

Recommended Rollout Sequence

Wave 1 Selection (2–3 Locations)

Select locations that are:

• High readiness score (4.0+)
• Representative of your portfolio (mix of geography, specialty if applicable)
• NOT your highest-volume or highest-revenue locations (protect downside)
• Have strong local champions who will provide quality feedback

Ideal Wave 1 Profile: A 3.5–4.5 readiness score location with an engaged Office Manager, clean data, and patient volume in the 40–60 range. You want enough volume to test meaningfully but not so much that a go-live hiccup becomes a major incident.

Wave 2 Selection (5–8 Locations)

• Readiness scores 3.5+
• Incorporate lessons from Wave 1
• Include at least one higher-volume location to stress-test at scale
• Balance across regions to distribute change management load

Wave 3+ Selection (Remaining Locations)

• All remaining locations with readiness scores 3.0+
• May run multiple concurrent sub-waves if organization has capacity
• Locations below 3.0 should have remediation plans completed before inclusion

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4. Rollout Strategy

Wave Structure Recommendation

For a 30-location DSO, the recommended wave structure is:

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3	4 weeks	Validate configuration, identify issues, refine training
Wave 2 (Expansion)	5–8	3 weeks	Test scalability, stress-test support model
Wave 3A	8–10	3 weeks	Scale deployment
Wave 3B	Remaining	3 weeks	Complete rollout
Stabilization	All	4 weeks	Optimization, final training, ROI validation

Wave 1 Pilot Selection Criteria

Select locations that meet ALL of the following: ☐ Composite readiness score ≥4.0
☐ NOT in top 5 revenue locations (protect downside)
☐ Office Manager actively engaged and willing to provide detailed feedback
☐ At least one provider who is technology-forward
☐ Clean PMS data (no recent migration, no known data quality issues)
☐ Geographically accessible for on-site support if needed
☐ Representative of broader portfolio (don't pilot only at specialty locations if most locations are GP)

Timeline Per Wave

Wave 1 (4 Weeks)

• Week 1: Configuration, integration testing, champion training
• Week 2: Staff training, parallel run begins
• Week 3: Go-live, intensive support
• Week 4: Stabilization, issue resolution, lessons learned documentation

Wave 2 (3 Weeks)

• Week 1: Configuration (using Wave 1 template), champion training
• Week 2: Staff training, go-live
• Week 3: Stabilization, parallel support for Wave 1 optimization

Wave 3+ (3 Weeks Per Sub-Wave)

• Follow Wave 2 pattern
• Reduce intensive support as playbook matures

Buffer Between Waves

☐ Minimum 1 week buffer between Wave 1 completion and Wave 2 kickoff
☐ Buffer used for: lessons learned session, playbook updates, support capacity reset
☐ ⚠️ Do not skip buffer—compression here causes cascading issues

Go/No-Go Criteria

Criteria to Advance from Wave 1 to Wave 2

🟣 Executive decision required—Steering Committee approval

Category	Go Criteria	No-Go Triggers
Technical	All integrations functioning; <5 unresolved bugs (none critical)	Any critical integration failure; >10 unresolved bugs
Operational	80%+ of scheduled tasks completing via MaxAssist	<60% task completion rate
User Adoption	90%+ of staff using system daily; champion rates experience as "positive"	Widespread staff refusal; champion escalating concerns
Patient Impact	No increase in patient complaints; no missed appointments due to system	Any patient harm incident; measurable increase in complaints
Support Load	Vendor support tickets trending down after Week 2	Support tickets still escalating in Week 4

Criteria to Advance from Wave 2 to Wave 3

Category	Go Criteria	No-Go Triggers
Scalability	Support model handled Wave 2 without degradation	Support team overwhelmed; Wave 1 locations deprioritized
Consistency	Wave 2 locations performing within 10% of Wave 1 metrics	Significant performance variance suggesting configuration issues
Champion Model	Train-the-trainer model working; champions successfully delivering training	Champions requiring heavy central support; training quality inconsistent
Process	Playbook and templates stable; minimal ad-hoc decisions	Frequent playbook changes suggesting premature standardization

Rollback Plan

Rollback Triggers

• Critical patient safety issue
• Data integrity compromise
• Integration failure causing PMS corruption
• Staff unable to complete core functions (scheduling, patient communication)
• 🟣 Executive decision to pause

Rollback Procedure (Per Location)

1. Notify vendor support immediately (escalate to Tier 2)
2. Disable MaxAssist automations (do NOT uninstall)
3. Revert to manual workflows documented in pre-implementation backup
4. Communicate to staff: "We are pausing MaxAssist while we resolve [issue]. Return to previous workflow."
5. Document all issues with timestamps
6. Schedule incident review within 48 hours

Isolation Protocol

☐ Rollback at one location does NOT trigger rollback at others unless root cause is systemic
☐ Regional Manager authority to pause one location; C-suite authority required for wave pause
☐ Vendor must provide incident report within 72 hours for any rollback

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Enterprise Integration

Prerequisites: ☐ Dentrix Enterprise G7.3 or higher
☐ Dentrix API license active (contact Henry Schein if unclear)
☐ Server admin credentials
☐ ⚠️ Dentrix Ascend (cloud) requires different integration path—confirm with vendor

Integration Steps:

1. 🔵 Obtain MaxAssist Dentrix connector from vendor portal (Vendor provides)
2. Install connector on Dentrix server (IT: 30 minutes per location)
3. Configure API connection using credentials provided by MaxAssist
4. Map data fields:
   • Patient demographics
   • Appointment types
   • Provider schedules
   • Operatory configurations
   • Insurance information
5. Run initial data sync (overnight for large databases)
6. ⚠️ Validate sync accuracy: spot-check 20 random patient records
7. Enable real-time sync after validation

Estimated Time: 2–4 hours per location (initial); 30 minutes ongoing for multi-location template deployment

Eaglesoft Integration

Prerequisites: ☐ Eaglesoft 21.00 or higher
☐ SQL Server access enabled
☐ Database backup completed before integration

Integration Steps:

1. 🔵 Obtain MaxAssist Eaglesoft connector
2. Enable SQL access in Eaglesoft (may require Patterson support)
3. Install connector, configure connection string
4. Map data fields (similar to Dentrix)
5. Test read operations before enabling write
6. ⚠️ Eaglesoft audit log: verify MaxAssist actions are logged appropriately
7. Enable real-time sync

Estimated Time: 3–5 hours per location

Open Dental Integration

Prerequisites: ☐ Open Dental 22.1 or higher
☐ Open Dental API key (generated in Setup > Advanced Setup > API)
☐ 🔵 MaxAssist requires Open Dental "Full" API tier

Integration Steps:

1. Generate API key with appropriate permissions
2. Configure MaxAssist with API endpoint and key
3. Open Dental's API is well-documented—most integrations complete in <2 hours
4. Enable webhooks for real-time appointment updates
5. Test bi-directional sync

Estimated Time: 1–2 hours per location (Open Dental's modern API is fastest)

Phone System Integration

Supported Systems

• RingCentral (native integration)
• Weave (native integration)
• 8x8 (API integration)
• Generic SIP (requires configuration)

Integration Steps:

1. 🔵 Obtain phone system API credentials from vendor or telecom provider
2. Configure call routing to MaxAssist for designated lines (e.g., new patient line)
3. Test inbound call handling in sandbox mode
4. Configure voicemail transcription if applicable
5. Test outbound calling (appointment confirmations)
6. ⚠️ Verify caller ID displays practice name, not MaxAssist

Estimated Time: 2–3 hours per location

Test Environment Setup

Centralized Test Environment (Recommended)

☐ 🔵 Request MaxAssist sandbox instance (separate from production)
☐ Load representative sample data (anonymized production data or synthetic)
☐ Configure sandbox identically to planned production settings
☐ Grant access to IT team, select champions, and steering committee members
☐ Document all testing scenarios

Validation Checklist

☐ Appointment creation from MaxAssist appears in PMS
☐ Appointment changes in PMS sync to MaxAssist within 60 seconds
☐ Patient demographic updates sync bi-directionally
☐ Automated patient messages contain correct information
☐ Call routing functions correctly (test with actual phone call)
☐ SMS delivery functions (test with real mobile number)
☐ User authentication works (especially if SSO enabled)
☐ Role-based permissions restrict access appropriately
☐ ⚠️ Test edge cases: cancelled appointments, patient merge, provider schedule change

Data Migration / Historical Ingestion

☐ 🔵 Confirm with vendor: What historical data does MaxAssist ingest?

• Typically: 12–24 months appointment history for AI training
• May include: treatment history for recare predictions

☐ Export historical data in vendor-specified format
☐ 🔵 Vendor ingests and processes data (2–5 business days)
☐ Validate AI predictions against known patterns (e.g., "does it correctly identify overdue recare patients?")

Security and HIPAA Compliance

Enterprise-Level HIPAA Checklist

☐ 🔵 Business Associate Agreement executed (should be complete in Week 1)
☐ Verify MaxAssist SOC 2 Type II certification current
☐ Confirm data encryption at rest (AES-256 minimum) and in transit (TLS 1.2+)
☐ Review vendor data retention policies
☐ 🟣 Confirm data deletion process upon contract termination
☐ Audit logging enabled for all MaxAssist user actions
☐ Access controls validated: users only see data for their assigned locations
☐ ⚠️ If SSO: verify identity provider security policies meet organizational standards

Access Control Verification

☐ Test role-based access: can a front desk user at Location A see data from Location B? (Answer should be NO)
☐ Test admin access: can regional admin see all locations in region?
☐ Verify terminated user revocation process
☐ Document access audit process for compliance reviews

Standardized vs. Location-Specific Configuration

Standardize Centrally (Configure Once, Deploy Everywhere)

Setting	Standard Value	Rationale
Appointment confirmation timing	48 hours and 2 hours before	Consistent patient experience
No-show follow-up sequence	Day 0, Day 3, Day 7	Standardized reactivation funnel
Business hours defaults	By region	Consistency within region
Message templates (base versions)	Centrally approved	Brand consistency, compliance
User role definitions	Organization-wide	Security and audit consistency
Data field mappings	Universal	Cross-location reporting integrity

Allow Local Discretion

Setting	Local Control	Notes
Provider schedule preferences	Office Manager	Providers have different scheduling philosophies
Specialty appointment types	Office Manager	Specialty locations have unique procedures
Local phone numbers	Location-specific	Patients call local numbers
Specific message wording	Within templates	Allow location flavor within brand guardrails
Holiday schedules	Office Manager	Regional variations

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6. Team Training Plan

Train-the-Trainer Model

Overview

Central team trains Location Champions → Champions train their location staff

This model:

• Scales efficiently across 15–50 locations
• Creates local ownership and expertise
• Reduces central team travel and bandwidth
• Provides ongoing local support resource

Champion Selection Criteria

Ideal Champion Profile: ☐ Office Manager or senior front desk staff (not a provider—they're too busy)
☐ Minimum 1 year tenure at location
☐ Tech-comfortable: uses smartphone apps, comfortable learning new software
☐ Respected by peers; seen as helpful rather than authoritarian
☐ Strong communication skills—can explain concepts clearly
☐ ⚠️ Avoid: staff members already overwhelmed with other responsibilities

Champion Responsibilities:

• Attend central champion training (4–6 hours)
• Deliver role-specific training to all location staff
• Serve as first point of contact for staff questions post-launch
• Participate in weekly champion calls during rollout wave
• Escalate issues to regional manager or central team
• Track training completion for their location

Champion Certification Process

1. Complete online prerequisite modules (2 hours) — Vendor-provided
2. Attend live virtual champion training session (4 hours) — Central team + Vendor
3. Pass certification assessment (80% minimum score)
4. Conduct practice training session with central team observer
5. Receive certification and access to champion resources

🔵 Vendor provides: Champion training curriculum, certification assessment, champion resource portal

Role-Specific Training Outlines

Dentists/Providers

Training Duration: 45 minutes
Format: In-office session (lunch-and-learn works well) + 5-minute video reference

Content:

1. Overview: What MaxAssist does and doesn't do (5 min)

   • AI handles scheduling, communication, admin tasks
   • Clinical decisions remain with providers

2. What changes in your workflow (10 min)

   • Morning dashboard: see today's AI-predicted no-shows
   • Schedule optimization: AI backfills cancellations automatically
   • Treatment follow-up: AI reminds patients who haven't scheduled

3. What you'll see on screen (10 min)

   • MaxAssist widget in PMS (where it appears)
   • AI-generated patient summaries before appointments
   • How to access AI-scheduled appointments

4. Interpreting AI outputs (10 min)

   • No-show probability scores (what they mean, when to trust them)
   • Treatment acceptance predictions
   • ⚠️ When to override: AI is a tool, not a decision-maker

5. Q&A and concerns (10 min)

Common Resistance Points:

• "AI will make mistakes and I'll be blamed"
  • Response: All AI suggestions are visible and can be overridden. You remain in control. MaxAssist handles administrative burden so you can focus on clinical care.
• "I don't have time for another system"
  • Response: You won't interact with MaxAssist directly during appointments. It works in the background. The only change is fewer empty chairs and better-prepared patients.

Day 1 Cheat Sheet for Providers:

┌─────────────────────────────────────────────────────────────────┐
│ MAXASSIST - PROVIDER QUICK REFERENCE                           │
├─────────────────────────────────────────────────────────────────┤
│ MORNING: Check MaxAssist dashboard for no-show predictions     │
│                                                                 │
│ DURING DAY: AI auto-fills cancellations - no action needed     │
│                                                                 │
│ PATIENT QUESTIONS: "We have a new system helping with          │
│ scheduling - it's making things smoother for everyone."        │
│                                                                 │
│ OVERRIDE: Click [Override] on any AI recommendation you        │
│ disagree with. No explanation required.                        │
│                                                                 │
│ ISSUES? → Office Manager → Regional → Central IT               │
└─────────────────────────────────────────────────────────────────┘

Hygienists

Training Duration: 30 minutes
Format: In-office session with champion

Content:

1. Overview: How MaxAssist affects your day (5 min)

   • Recare automation means more consistent patient flow
   • AI schedules recare appointments during checkout

2. Your touchpoints (15 min)

   • Tablet/screen prompt during checkout: confirm next recare
   • Patient communication: "Our system will remind you when it's time"
   • ⚠️ Don't promise AI capabilities you're unsure about—defer to front desk

3. What to do if a patient asks (5 min)

   • Standard responses for common questions

4. Q&A (5 min)

Day 1 Cheat Sheet for Hygienists:

┌─────────────────────────────────────────────────────────────────┐
│ MAXASSIST - HYGIENIST QUICK REFERENCE                          │
├─────────────────────────────────────────────────────────────────┤
│ AT CHECKOUT: Confirm recare appointment on screen              │
│                                                                 │
│ PATIENT COMMUNICATION: "You'll receive text and email          │
│ reminders automatically. Is your contact info current?"        │
│                                                                 │
│ IF PATIENT