Patterson CarePay+
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Patterson CarePay+ — Implementation Playbook (DSO)
Patterson CarePay+ Implementation Playbook
A Strategic Guide for DSO Revenue Cycle Transformation
1. Executive Summary
What Patterson CarePay+ Does
Patterson CarePay+ is an AI-powered revenue cycle management platform that automates patient payment processing, streamlines insurance verification, and provides intelligent financial analytics across your dental organization. The platform integrates directly with Patterson's ecosystem while supporting multi-location payment orchestration, automated collection workflows, and predictive revenue analytics.
Why DSOs Specifically Benefit from AI-Driven Revenue Cycle Tools
At scale, revenue cycle inefficiencies compound exponentially. A 2% claim denial rate across 30 locations represents hundreds of thousands in annual revenue leakage—revenue that AI can systematically recover. DSOs benefit uniquely from this category of AI through:
Data Aggregation Advantages: Cross-location payment pattern analysis enables predictive modeling impossible at single-practice scale. CarePay+ learns from your entire portfolio's payment behaviors, improving accuracy with each transaction.
Standardization at Scale: Eliminate the variance of 30 different billing approaches. AI enforces consistent payment policies, collection timing, and financial workflows across every location—regardless of local staff tenure or training gaps.
Centralized Visibility: Real-time dashboards aggregate AR aging, collection rates, and payment trends across your entire portfolio, enabling regional managers and C-suite to intervene before problems cascade.
Labor Arbitrage: Automate the equivalent of 0.5–1.0 FTE of billing/collections work per location. At 30 locations, this represents significant labor cost reduction or reallocation to higher-value activities.
Expected Timeline: Decision to Full Deployment
| Phase | Timeline | Milestone |
|---|---|---|
| Pre-Implementation | Weeks 1–2 | Vendor contracts signed, baseline metrics captured, infrastructure audited |
| Pilot Wave (3–5 locations) | Weeks 3–6 | Full deployment at pilot sites, initial optimization |
| Wave 2 (8–12 locations) | Weeks 7–10 | Expanded rollout with refined playbook |
| Wave 3+ (Remaining locations) | Weeks 11–16 | Full portfolio deployment |
| Stabilization & Optimization | Weeks 17–20 | Enterprise-wide optimization, ROI validation |
Total Timeline: 16–20 weeks for a 30-location DSO
Note: Timeline assumes standard PMS compatibility and no major infrastructure remediation required.
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware Requirements
☐ Verify each location has workstations meeting minimum specs:
- Windows 10/11 or macOS 12+ (2 min)
- 8GB RAM minimum, 16GB recommended
- Stable internet: 25 Mbps download/10 Mbps upload minimum
☐ Confirm payment terminal compatibility at each front desk (Patterson-approved terminals only) (15 min per location)
☐ Inventory existing card readers and identify replacement needs (30 min total) ⚠️ Incompatible terminals are the #1 hardware delay
Software Requirements
☐ Document PMS version at each location (1 hour across portfolio):
- Dentrix: G7.4 or higher required
- Eaglesoft: 21.0 or higher required
- Open Dental: 21.1 or higher required
☐ Verify browser compatibility (Chrome 90+, Edge 90+, Safari 14+) (15 min per location)
☐ Confirm antivirus/firewall exceptions can be configured for CarePay+ domains (30 min with IT)
Network Requirements
☐ Test network stability at each location using Patterson's diagnostic tool 🔵 (10 min per location)
☐ Document network topology—identify locations using shared/public networks requiring remediation ⚠️ (2 hours with IT)
☐ Confirm outbound ports 443 and 8443 are open at all locations (15 min per location)
Integration Requirements
☐ Document current clearinghouse relationships (NEA, Tesia, etc.) (1 hour)
☐ Identify existing payment processors that will be replaced or integrated (2 hours)
☐ Catalog any third-party patient communication tools requiring data sync (1 hour)
Vendor Onboarding Steps
☐ 🔵 Execute Master Services Agreement (MSA) with Patterson (1–2 weeks legal review) 🟣
☐ 🔵 Complete Business Associate Agreement (BAA) (3–5 business days) 🟣
☐ 🔵 Schedule Enterprise Implementation Kickoff with Patterson deployment team (30 min to schedule)
☐ 🔵 Obtain dedicated Enterprise Account Manager contact and escalation matrix (Day 1)
☐ 🔵 Establish standing weekly implementation call cadence (15 min to schedule)
☐ 🔵 Request access to Patterson's enterprise admin portal for centralized management (24–48 hours)
Key Contacts to Establish
| Patterson Contact | Purpose | Response Time SLA |
|---|---|---|
| Enterprise Account Manager | Strategic issues, executive escalation | 4 hours |
| Implementation Project Manager | Day-to-day deployment coordination | Same business day |
| Technical Integration Specialist | PMS integration, API configuration | 2 hours during implementation |
| Support Tier 2 | Production technical issues | 1 hour |
Data/Access Prerequisites
☐ Generate API credentials for each PMS instance (Dentrix: Tools > API Configuration) (15 min per location)
☐ Document admin login credentials for each PMS instance (1 hour) ⚠️ Missing credentials cause 80% of Day 1 delays
☐ Export 90 days of patient demographic data from each location for data validation (30 min per location)
☐ Compile insurance payer IDs for top 20 payers per location (2 hours)
☐ 🔵 Submit merchant account applications for each location (if replacing existing processor) (1–2 weeks processing)
☐ Prepare historical payment data export for analytics baseline (1 hour per location)
Enterprise-Level Requirements
Network Standards Across Locations
☐ 🟣 Decide: Centralized vs. location-level hosting model
- Centralized (Recommended): Single cloud instance, multi-tenant by location
- Location-level: Individual instances per site (only for regulated/isolated networks) (2 hours for decision documentation)
☐ Document and enforce minimum bandwidth standard across portfolio (4 hours with IT)
☐ Implement VPN requirements for any locations accessing via public networks (8 hours with IT)
Single Sign-On (SSO)
☐ 🔵 Submit SSO configuration request to Patterson (SAML 2.0 supported) (1 week lead time)
☐ Configure identity provider (Azure AD, Okta, etc.) integration (4 hours with IT)
☐ Define role-based access control (RBAC) matrix:
- Enterprise Admin: Full access all locations
- Regional Manager: Read/write for assigned region
- Location Manager: Read/write for single location
- Provider: Read-only with limited patient financial visibility
- Front Desk: Transaction entry, no reporting access (4 hours for policy documentation) 🟣
Centralized Credentialing
☐ Compile list of all providers requiring payment processing authority (2 hours)
☐ Submit centralized credentialing package to Patterson 🔵 (2–3 weeks processing)
☐ Verify state-specific compliance for any payment plan financing features (4 hours legal review)
Stakeholder Alignment
DSO Stakeholder Alignment Map
| Stakeholder | Role in Implementation | Communication Need | Approval Authority |
|---|---|---|---|
| Board/Investors | Strategic oversight | Quarterly ROI projections, risk mitigation | CapEx approval, major vendor contracts |
| CEO/COO | Executive sponsorship | Weekly status, escalation of blockers | Go/no-go for each wave |
| CFO | Financial oversight | Payment processor migration risk, fee analysis | Merchant agreement approval |
| Chief Dental Officer | Clinical workflow impact | Provider training requirements, time impact | Provider mandate to adopt |
| VP Operations | Operational execution | Detailed rollout plan, resource allocation | Location readiness certification |
| VP IT | Technical infrastructure | Integration specs, security requirements | Technical architecture approval |
| Regional Managers | Regional coordination | Location-specific readiness, escalation path | Local go-live certification |
| Office Managers | Location execution | Training schedule, workflow changes | Staff scheduling for training |
| Providers | Clinical adoption | How tool affects patient interaction | None (must comply with policy) |
Required Approvals Checklist
☐ 🟣 Board: Approve CapEx budget for terminal hardware, implementation services (Board meeting cycle)
☐ 🟣 CFO: Approve merchant processing fee structure (1 week)
☐ 🟣 CEO/COO: Approve rollout timeline and wave structure (2 days)
☐ 🟣 VP IT: Approve integration architecture and security posture (1 week)
☐ 🟣 CDO: Approve provider training requirements and time allocation (3 days)
☐ VP Operations: Certify location readiness assessment methodology (2 days)
Baseline Metrics to Capture
Standardized Baseline Measurement Protocol
Critical: All locations must capture these metrics using identical methodology for valid cross-location comparison.
| Metric Category | Specific Metric | Measurement Method | Who Captures | Timeline |
|---|---|---|---|---|
| Collections | Point-of-service collection rate | Patient payments collected at checkout ÷ Patient portion due | Office Manager | 90-day lookback |
| Collections | Average days to payment (self-pay) | Date of service to date payment received | Billing team | 90-day lookback |
| Collections | AR aging buckets | % of AR in 0-30, 31-60, 61-90, 90+ days | Central finance | Current snapshot |
| Claims | Clean claim submission rate | Claims accepted on first submission ÷ Total claims | Billing team | 90-day lookback |
| Claims | Claim denial rate | Denied claims ÷ Total claims | Billing team | 90-day lookback |
| Claims | Average days to claim payment | Submission to ERA receipt | Billing team | 90-day lookback |
| Patient Financial | Payment plan adoption rate | Patients on payment plans ÷ Patients with balance >$500 | Office Manager | Current snapshot |
| Patient Financial | Average patient A/R per location | Total patient AR ÷ Active patients | Central finance | Current snapshot |
| Efficiency | Staff hours on billing/collections per week | Time study or estimate | Office Manager | 1-week sample |
| Satisfaction | Patient complaints related to billing | Logged complaints | Office Manager | 90-day lookback |
Baseline Data Collection Checklist
☐ Distribute standardized data collection template to all Office Managers (1 hour)
☐ Regional Managers validate methodology consistency during collection (2 hours per region)
☐ Central finance team aggregates and validates data (8 hours)
☐ Create baseline snapshot report for each location (4 hours)
☐ 🟣 Present portfolio baseline to C-suite before go-live (1 hour meeting)
⚠️ Common Failure Point: Locations using different definitions for "collection rate" or "denial rate." Central finance must audit methodology before accepting baseline data.
3. Location Readiness Assessment
Readiness Scoring Framework
Score each location on a 1–5 scale for each factor below. Composite score determines rollout wave assignment.
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Fiber internet (100+ Mbps), PMS on latest version, hardware <2 years old |
| 4 | Cable internet (50+ Mbps), PMS within 1 version of latest, hardware <3 years old |
| 3 | Cable internet (25+ Mbps), PMS within 2 versions, hardware <4 years old |
| 2 | DSL or unstable connection, PMS requires upgrade, hardware aging |
| 1 | Network issues documented, PMS significantly outdated, hardware replacement needed |
Factor 2: Staff Tenure and Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | <15% annual turnover, staff trained on 2+ tech tools in past year, high tech comfort |
| 4 | 15–25% turnover, some recent tech training, moderate tech comfort |
| 3 | 25–35% turnover, minimal tech training, average tech comfort |
| 2 | 35–50% turnover, no recent tech training, low tech comfort |
| 1 | >50% turnover, resistance to change documented, significant tech anxiety |
Factor 3: Patient Volume (Weight: 15%)
| Score | Criteria | Implication |
|---|---|---|
| 5 | Top quartile volume (>80 patients/day) | High impact, requires experienced champion |
| 4 | Second quartile (60–80 patients/day) | Strong impact, manageable risk |
| 3 | Third quartile (40–60 patients/day) | Moderate impact, good for pilot |
| 2 | Fourth quartile (20–40 patients/day) | Lower impact, but lower risk |
| 1 | <20 patients/day | Minimal impact, deprioritize |
Factor 4: Tech Stack Compatibility (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Patterson ecosystem (Eaglesoft), no conflicting integrations |
| 4 | Dentrix G7.4+, standard integrations, no custom workflows |
| 3 | Open Dental current version, some custom integrations |
| 2 | Older PMS versions requiring upgrade, multiple legacy integrations |
| 1 | Non-supported PMS, heavy customization, integration conflicts likely |
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 5 | Tech-forward Office Manager + engaged provider advocate |
| 4 | Strong Office Manager with implementation experience |
| 3 | Competent Office Manager, no specific tech champion |
| 2 | New or overwhelmed Office Manager, no champion identified |
| 1 | Office Manager vacancy or documented performance issues |
Composite Score Calculation
Formula: (Factor 1 × 0.25) + (Factor 2 × 0.20) + (Factor 3 × 0.15) + (Factor 4 × 0.25) + (Factor 5 × 0.15)
| Composite Score | Readiness Tier | Wave Assignment |
|---|---|---|
| 4.0 – 5.0 | Tier 1: Pilot Ready | Wave 1 candidate |
| 3.0 – 3.9 | Tier 2: Ready with Support | Wave 2 candidate |
| 2.0 – 2.9 | Tier 3: Needs Preparation | Wave 3 (after remediation) |
| < 2.0 | Tier 4: Not Ready | Defer until remediation complete |
Location Readiness Assessment Template
| Location | F1: IT (×.25) | F2: Staff (×.20) | F3: Volume (×.15) | F4: Tech Stack (×.25) | F5: Champion (×.15) | Composite | Tier |
|---|---|---|---|---|---|---|---|
| Example: Downtown | 5 (1.25) | 4 (0.80) | 4 (0.60) | 5 (1.25) | 5 (0.75) | 4.65 | Tier 1 |
| Example: Suburban A | 3 (0.75) | 3 (0.60) | 3 (0.45) | 4 (1.00) | 3 (0.45) | 3.25 | Tier 2 |
| Location 1 | |||||||
| Location 2 | |||||||
| ... |
Recommended Rollout Sequence
Based on composite scores, assign locations to waves following this logic:
Wave 1 Selection Criteria (3–5 locations):
- Composite score ≥ 4.0
- Geographic diversity (different regions if applicable)
- PMS diversity (include at least 2 different PMS platforms if present in portfolio)
- Exclude any location with known leadership instability
- Prefer locations where Regional Manager can provide hands-on support
Wave 2 Selection Criteria (8–12 locations):
- Composite score 3.0–4.0
- Incorporate learnings from Wave 1
- Prioritize locations in same region as successful Wave 1 sites (peer support network)
Wave 3+ Selection Criteria (Remaining locations):
- All remaining Tier 2 locations
- Tier 3 locations after documented remediation of deficiencies
4. Rollout Strategy
Recommended Wave Structure
Wave Timeline Overview
Week 1-2: Pre-Implementation (all locations)
Week 3: Wave 1 Configuration
Week 4: Wave 1 Go-Live
Week 5-6: Wave 1 Stabilization + Learning Capture
Week 7: Wave 2 Configuration
Week 8-9: Wave 2 Go-Live (staggered)
Week 10: Wave 2 Stabilization
Week 11-12: Wave 3 Configuration
Week 13-15: Wave 3 Go-Live (staggered)
Week 16: Full Portfolio Stabilization
Week 17-20: Optimization Phase
Wave 1: Pilot Phase (3–5 Locations)
Duration: 4 weeks (1 week config, 1 week go-live, 2 weeks stabilization)
Location Selection Criteria: ☐ Composite readiness score ≥ 4.0 ☐ At least one location in each major region represented ☐ Include at least one Eaglesoft and one Dentrix location (if applicable) ☐ Strong Office Manager who can provide detailed feedback ☐ Patient volume: prefer moderate-to-high (validates system under load) ☐ Exclude: newest acquisitions, locations in active renovation, any with pending Office Manager change
Wave 1 Objectives:
- Validate integration with each PMS type in your portfolio
- Stress-test payment processing across transaction types
- Refine training materials based on real staff feedback
- Identify location-specific configuration needs
- Build internal case studies for Wave 2 communication
Pilot Location Daily Monitoring (Week 1):
| Day | Focus Area | Key Questions |
|---|---|---|
| Day 1 | Basic functionality | Can staff log in? Process a payment? Verify insurance? |
| Day 2 | Transaction volume | Are all payment types working? Card present, card on file, payment plans? |
| Day 3 | Integration sync | Are transactions syncing to PMS? Any duplicate entries? |
| Day 4 | Edge cases | How does system handle voids, refunds, split payments? |
| Day 5 | Staff confidence | Are staff comfortable without support hovering? |
Wave 2: Expansion Phase (8–12 Locations)
Duration: 4 weeks (1 week config, 2 weeks go-live, 1 week stabilization)
Selection Criteria: ☐ Composite readiness score 3.0–4.0 ☐ Prioritize locations in same region as successful Wave 1 sites ☐ Balance geographic distribution across remaining regions ☐ Include any locations where remediation from assessment is complete
Wave 2 Enhancements (based on Wave 1 learnings):
- Updated training materials incorporating FAQs from Wave 1
- Refined configuration templates based on pilot adjustments
- Peer mentorship: Wave 1 champions available for Wave 2 questions
- Streamlined support escalation based on common Wave 1 issues
Staggered Go-Live Schedule:
- Days 1–3: First 4 locations
- Days 4–5: Stabilization check
- Days 6–8: Next 4 locations
- Days 9–10: Stabilization check
- Days 11–12: Remaining locations (if clear to proceed)
Wave 3+: Full Deployment (Remaining Locations)
Duration: 3–5 weeks depending on portfolio size
Selection Criteria: ☐ All remaining Tier 2 locations ☐ Tier 3 locations that have completed remediation:
- PMS upgrade completed and verified
- Network issues resolved and retested
- Champion identified and trained
- Staff turnover stabilized
Accelerated Deployment (enabled by mature playbook):
- Configuration: 2 days per location (down from 5 in Wave 1)
- Training: Delivered by certified location champions
- Support: Peer network of 15+ experienced champions available
Go/No-Go Criteria
Wave 1 → Wave 2 Advancement Criteria
| Criterion | Threshold | Measurement |
|---|---|---|
| System Uptime | ≥99% during business hours | Patterson monitoring dashboard |
| Transaction Success Rate | ≥98% of attempted transactions complete | System logs |
| PMS Sync Accuracy | ≥99% of transactions properly recorded | Spot audit of 50 transactions |
| Staff Competency | 100% of Wave 1 staff pass competency check | Champion assessment |
| No Critical Defects | Zero unresolved critical issues | Issue tracker |
| Champion Confidence | All Wave 1 champions approve advancement | Champion survey |
🟣 Decision Point: VP Operations and VP IT must jointly certify go/no-go based on criteria above.
Wave 2 → Wave 3 Advancement Criteria
Same criteria as above, plus:
| Additional Criterion | Threshold | Measurement |
|---|---|---|
| Regional Manager Approval | All Wave 2 Regional Managers approve | Regional Manager survey |
| Training Scalability Validated | Train-the-trainer model working | Champion feedback |
| Support Volume Manageable | <3 support tickets per location per week | Support queue metrics |
Rollback Plan
Triggering Conditions for Wave Pause
- Critical integration defect affecting >20% of transactions
- Data integrity issue (duplicate charges, incorrect patient matching)
- System outage >4 hours during business hours
- Security incident or potential HIPAA breach
- ≥50% of wave locations reporting "unable to operate" status
Rollback Procedure
Level 1: Location-Level Rollback (single location issue)
- Location champion contacts Regional Manager immediately
- Regional Manager authorizes temporary reversion to legacy workflow
- Document all transactions processed outside CarePay+ in exception log
- 🔵 Patterson support engaged within 1 hour
- Central IT notified within 2 hours
- Daily standups until resolution
Level 2: Wave Rollback (systemic issue affecting multiple locations)
- Any Regional Manager can escalate to VP Operations
- 🟣 VP Operations convenes emergency call within 2 hours: VP IT, Patterson PM, affected Regional Managers
- Decision: Pause wave vs. full rollback
- If full rollback authorized:
- All wave locations revert to legacy workflow
- Patterson provides root cause analysis within 24 hours
- Resume criteria established before rescheduling
- 🟣 CEO/COO briefed within 4 hours of rollback decision
- Board notification if rollback extends >1 week
Preventing Cross-Wave Contamination
- Wave go-lives are not concurrent—minimum 1-week buffer between waves
- Integration configurations are wave-isolated (Wave 2 config doesn't affect Wave 1)
- Each location maintains legacy payment processing capability for 30 days post-go-live
5. Configuration & Integration (Weeks 2–3)
Step-by-Step PMS Integration
Dentrix Integration (4–6 hours per location)
Prerequisites: ☐ Dentrix G7.4 or higher confirmed ☐ Administrator login credentials available ☐ Patterson API key generated (Patterson portal)
Configuration Steps:
☐ Enable Dentrix API access (15 min)
- Office Manager > Preferences > API Settings
- Enable "Third-Party Integration" toggle
- Record API endpoint URL
☐ 🔵 Configure CarePay+ connector (30 min)
- Log into CarePay+ Admin Portal
- Navigate to Integrations > Add PMS
- Select Dentrix, enter API endpoint and credentials
- Patterson deployment team validates connection
☐ Map payment codes (1 hour)
- Export Dentrix payment type list
- Map each payment type to CarePay+ category:
- Cash → Cash
- Check → Check
- Credit Card → Card Present
- Patient Financing → Payment Plan
- ⚠️ Unmapped codes will fail to sync—verify 100% coverage
☐ Configure patient matching rules (30 min)
- Match on: Chart Number (primary), Last Name + DOB (secondary)
- Set duplicate prevention: Reject if confidence <95%
☐ Test transaction sync (1 hour)
- Process test transaction ($1.00 charge)
- Verify appears in Dentrix ledger within 60 seconds
- Verify patient statement reflects charge
- Process void, verify void syncs
☐ Configure insurance posting (2 hours)
- Link ERA receipt workflow to CarePay+ auto-posting
- Set up denial routing rules
- ⚠️ Test with 10 real claims before go-live
Eaglesoft Integration (3–5 hours per location)
Prerequisites: ☐ Eaglesoft 21.0 or higher confirmed ☐ Patterson Support access enabled ☐ Server admin access available
Configuration Steps:
☐ Verify Patterson ecosystem compatibility (15 min)
- Eaglesoft is Patterson's PMS—native integration available
- Confirm Eaglesoft Edition (Professional required, Enterprise preferred)
☐ 🔵 Enable CarePay+ module (30 min)
- Patterson deployment team activates server-side module
- Restart Eaglesoft on all workstations
☐ Configure payment processing (1 hour)
- System > Preferences > Payment Options
- Set CarePay+ as default processor
- Configure terminal ID for each workstation
☐ Set up user permissions (30 min)
- Assign CarePay+ access per user role
- Provider: View only
- Front Desk: Full transaction access
- Office Manager: Transaction + reporting access
☐ Test native integration (1 hour)
- Process transaction from within Eaglesoft Accounts screen
- Verify real-time ledger update
- Test payment plan creation and schedule
☐ Configure collection workflows (1 hour)
- Set up automated patient reminder rules
- Configure statement generation preferences
- ⚠️ Disable any competing reminder systems to prevent duplicate messages
Open Dental Integration (5–7 hours per location)
Prerequisites: ☐ Open Dental 21.1 or higher confirmed ☐ API access enabled (Setup > Program Links) ☐ Database backup completed before integration
Configuration Steps:
☐ Generate Open Dental API credentials (30 min)
- Setup > Program Links > API
- Generate new API key for CarePay+
- Record Customer Key and Developer Key
☐ 🔵 Configure CarePay+ connector (45 min)
- Patterson provides Open Dental integration module
- Install via standard Open Dental Program Link process
- Enter API credentials in CarePay+ Admin Portal
☐ Map data fields (1.5 hours)
- Patient matching: PatNum (primary), LName + FName + DOB (secondary)
- Provider mapping: Assign each Open Dental provider to CarePay+ user
- Adjustment types: Map Open Dental adjustment categories
- ⚠️ Open Dental supports extensive customization—document all custom fields
☐ Configure payment bridge (1 hour)
- Setup > Program Links > Add
- Enter CarePay+ executable path
- Configure launch parameters for context passing
☐ Test bidirectional sync (1.5 hours)
- Create payment in Open Dental → verify in CarePay+
- Create payment in CarePay+ → verify in Open Dental
- Test partial payments, refunds, and payment plans
☐ Set up reporting sync (1 hour)
- Configure daily reconciliation report
- Set up AR aging sync schedule (daily at 6 AM recommended)
Step-by-Step Integration with Supporting Systems
Clearinghouse Integration (2–3 hours)
☐ 🔵 Provide clearinghouse credentials to Patterson for enrollment ☐ Configure ERA delivery to CarePay+ platform ☐ Set up denial alert routing ☐ Test with 5 live claims before go-live
Patient Communication Integration (1–2 hours)
☐ Document existing patient messaging tools (Lighthouse, RevenueWell, etc.) ☐ Decide: Replace with CarePay+ messaging or integrate ☐ If integrating: Configure API pass-through for payment status updates ☐ ⚠️ Disable duplicate reminder systems before go-live
Test Environment Setup and Validation
Centralized Test Environment (Recommended)
☐ 🔵 Patterson provisions enterprise test environment (3–5 business days) ☐ Load synthetic patient data representing typical practice demographics ☐ Configure test environment with each PMS type in portfolio ☐ Assign test credentials to QA team and select champions
Validation Checklist
| Test Category | Test Case | Pass Criteria | Tested By |
|---|---|---|---|
| Basic Transactions | Process $50 card present payment | Transaction completes, receipt generates | Central IT |
| Card Types | Process Visa, MC, Amex, Discover | All process successfully | Central IT |
| Payment Plans | Create 12-month payment plan | Plan created, schedule correct | Central IT |
| Refunds | Void same-day transaction | Void processes, ledger updates | Central IT |
| Partial Payments | Apply $100 against $250 balance | Balance reflects $150 remaining | Central IT |
| PMS Sync - Dentrix | Transaction syncs to ledger | Entry appears <60 seconds | Location Champion |
| PMS Sync - Eaglesoft | Transaction syncs to ledger | Entry appears <60 seconds | Location Champion |
| PMS Sync - Open Dental | Transaction syncs to ledger | Entry appears <60 seconds | Location Champion |
| Insurance Posting | ERA received and posted | Correct payment, correct patient | Billing Team |
| Denial Routing | Denied claim flagged for review | Alert generated, worklist updated | Billing Team |
| Reporting | Daily reconciliation report | All transactions included, balanced | Office Manager |
| User Permissions | Provider cannot process refund | Access denied appropriately | Central IT |
⚠️ Do not proceed to go-live until 100% of test cases pass
Data Migration and Historical Data Ingestion
Migration Assessment
☐ 🟣 Decide: Migrate historical data or start fresh
- Migrate: Enables trend analysis from Day 1
AI-generated implementation guide based on public vendor information. Verify specifics directly with Patterson CarePay+.