Pearly
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Pearly — Implementation Playbook (DSO)
Pearly Implementation Playbook
Revenue Cycle AI for Dental Support Organizations
1. Executive Summary
What Pearly Does
Pearly is an AI-powered revenue cycle management platform that automates patient billing communications, payment collection, and accounts receivable follow-up through intelligent conversational AI. The platform handles payment reminders, payment plan negotiations, insurance verification responses, and billing inquiries via SMS, email, and voice—operating 24/7 without staff intervention.
Why DSOs Benefit from Revenue Cycle AI at Scale
Revenue cycle inefficiencies compound exponentially across multiple locations. A single practice losing $5,000 monthly to slow collections becomes a $250,000 monthly hemorrhage across 50 locations. DSOs gain unique advantages from Pearly:
- Standardization of Collections Process: Eliminate the variability in how different front desk teams handle billing conversations—Pearly delivers consistent, optimized messaging across all locations
- Centralized Data Aggregation: Real-time visibility into AR aging, collection rates, and payment trends across your entire portfolio enables strategic decision-making impossible with fragmented location-level data
- Labor Arbitrage at Scale: One AI system replaces partial FTEs at each location; a 50-location DSO might eliminate the equivalent of 25-50 hours of daily billing follow-up labor
- Continuous Optimization: Machine learning improves collection timing and messaging based on data from all locations simultaneously—your worst-performing location benefits from patterns learned at your best
Expected Timeline: Decision to Full Deployment
| Phase | Duration | Milestone |
|---|---|---|
| Pre-Implementation | Weeks 1-2 | Infrastructure ready, baseline metrics captured |
| Pilot Wave (3 locations) | Weeks 3-6 | Validated integration, refined workflows |
| Wave 2 (8-10 locations) | Weeks 7-10 | Scaled deployment, champion network established |
| Wave 3+ (Remaining locations) | Weeks 11-16 | Full deployment achieved |
| Optimization | Weeks 17-24 | ROI validated, workflows optimized |
Total Timeline: 16-24 weeks for a 50-location DSO
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware
☐ Verify minimum workstation specs at each location (modern browser support, stable internet) ☐ Confirm no locations are running legacy systems incompatible with cloud-based platforms ☐ Assess mobile device availability for office managers needing dashboard access
Software
☐ Document PMS version at each location (Dentrix, Eaglesoft, Open Dental, Denticon, etc.) ☐ Identify any locations on outdated PMS versions requiring upgrades ☐ Confirm browser compatibility (Chrome, Edge, Safari—current versions)
Network
☐ Minimum 25 Mbps download/10 Mbps upload per location ⚠️ Common failure point: Rural locations with inadequate bandwidth ☐ Verify firewall configurations allow outbound API connections to Pearly servers ☐ Confirm HTTPS/TLS 1.2+ support across all locations
Integrations
☐ List all PMS platforms in use across the organization ☐ Identify payment processor(s) currently in use (Dentrix Pay, Rectangle Health, etc.) ☐ Document any existing patient communication platforms (Weave, RevenueWell, etc.) that may overlap or conflict ☐ Inventory imaging systems if Pearly integration with treatment data is planned
Vendor Onboarding Steps
🔵 ☐ Execute Master Services Agreement (MSA) at enterprise level 🔵 ☐ Complete Business Associate Agreement (BAA) for HIPAA compliance 🔵 ☐ Establish named contacts:
- Implementation Manager (your primary project contact)
- Technical Integration Specialist
- Customer Success Manager (post-implementation)
- Emergency Support Escalation Contact
🔵 ☐ Schedule kick-off call with Pearly implementation team 🔵 ☐ Obtain access to Pearly's enterprise admin portal 🔵 ☐ Request integration documentation for your specific PMS platforms 🔵 ☐ Confirm support hours and SLA commitments (response times, uptime guarantees)
Data/Access Prerequisites
☐ Generate API credentials for each PMS instance (or centralized credential for enterprise PMS) ☐ Compile location-specific login credentials for test environments ☐ Document current patient contact data quality (% with valid mobile numbers, % with email addresses) ☐ Export sample AR aging reports from 3 representative locations for baseline analysis ☐ Identify data retention policies that may affect historical data ingestion
Enterprise-Level Requirements
Network Standards Across Locations
🟣 ☐ Decision Required: Centralized cloud hosting vs. location-level processing
- Recommendation: Centralized hosting for simplified management and aggregated reporting ☐ Document VPN configurations if required for PMS connectivity ☐ Establish IP whitelisting requirements across all locations
Authentication & Access
🟣 ☐ Decision Required: Implement SSO (Single Sign-On) integration?
- Recommendation: Yes, if existing identity provider (Okta, Azure AD) is in place ☐ Define role-based access control (RBAC) hierarchy:
- Enterprise Admin (C-suite, VP Ops)
- Regional Manager (view/manage assigned locations)
- Location Manager (single location access)
- Staff (limited view access)
Centralized Credentialing
☐ Establish master admin accounts for central IT team ☐ Create service accounts for automated integrations ☐ Document password/credential management protocol ☐ Set up audit logging for access tracking
Stakeholder Alignment Map
| Stakeholder Group | Role in Implementation | Communication Needs | Approval Authority |
|---|---|---|---|
| Board/Investors | Strategic oversight | Quarterly ROI updates, risk briefings | Budget approval, strategic direction |
| CEO/COO | Executive sponsorship | Weekly rollout status, escalation point | Go/no-go decisions, resource allocation |
| VP of Operations | Project ownership | Daily/weekly tactical updates | Wave advancement, rollback decisions |
| Chief Dental Officer | Clinical validation | Clinical workflow impact assessment | Provider adoption requirements |
| CFO | ROI validation | Financial metrics, collection rate tracking | Payment processor changes |
| VP of IT/CTO | Technical oversight | Integration status, security compliance | Technical architecture decisions |
| Regional Managers | Regional execution | Location readiness, champion support | Local resource allocation |
| Office Managers | Location deployment | Training schedules, go-live support | Staff scheduling for training |
| Providers | End-user adoption | Workflow changes, patient communication | N/A (informed, not approving) |
Stakeholder Communication Cadence
🟣 ☐ Brief Board/Investors on AI adoption initiative (30-minute overview) 🟣 ☐ Obtain C-suite sign-off on implementation timeline and budget ☐ Schedule bi-weekly steering committee calls (VP Ops, CDO, CFO, VP IT) ☐ Brief all Regional Managers in single session (60-90 minutes) ☐ Distribute written communication to Office Managers with FAQ document
Baseline Metrics to Capture
⚠️ Critical: Capture these metrics BEFORE go-live. Without baselines, ROI cannot be validated.
Financial Metrics (Per Location)
| Metric | How to Capture | Target Source |
|---|---|---|
| Days in AR (current) | PMS aging report | PMS or accounting system |
| Collection rate (%) | Collections ÷ Production | PMS + payment processor |
| AR > 90 days ($) | Aging bucket report | PMS |
| Bad debt write-offs (monthly $) | Adjustment reports | PMS or accounting |
| Patient payment time (avg days from statement to payment) | Payment date - statement date | PMS |
Operational Metrics (Per Location)
| Metric | How to Capture | Target Source |
|---|---|---|
| Hours spent on billing follow-up (weekly) | Staff time tracking or estimate | Office manager estimate |
| # of billing-related patient calls (weekly) | Phone system or estimate | Office manager |
| Payment plan setup time (avg minutes) | Process observation | Staff observation |
| Statement printing/mailing cost (monthly) | Vendor invoices | Accounting |
Standardization Protocol for Cross-Location Comparison
🟣 ☐ Define standard reporting period (recommend: trailing 90 days pre-implementation) ☐ Create standardized data collection template (Excel/Google Sheets) ☐ Assign Regional Managers to verify data accuracy from their locations ☐ Normalize metrics for location size (per-provider, per-patient, or per-$1M production) ☐ Establish central repository for baseline data (SharePoint, Google Drive, etc.) ☐ Deadline: All baseline metrics submitted by end of Week 2
3. Location Readiness Assessment
Scoring Framework
Score each location 1-5 on each factor, with 5 being most ready.
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Fiber internet (100+ Mbps), hardware < 2 years old, current PMS version, cloud PMS (Denticon, CareStack) |
| 4 | Cable internet (50+ Mbps), hardware < 4 years old, PMS within 1 version of current |
| 3 | DSL/cable (25+ Mbps), hardware 4-6 years old, PMS 2 versions behind |
| 2 | Inconsistent connectivity, aging hardware, significantly outdated PMS |
| 1 | Rural/satellite internet, hardware > 6 years, legacy PMS with no API support |
Factor 2: Staff Tenure and Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | < 15% annual turnover, previous successful tech adoption, team avg tenure > 3 years |
| 4 | 15-25% turnover, neutral history with tech changes, avg tenure 2-3 years |
| 3 | 25-35% turnover, mixed tech adoption history, avg tenure 1-2 years |
| 2 | 35-50% turnover, resistance to past technology changes |
| 1 | > 50% turnover, significant staff changes pending, hostile tech adoption history |
Factor 3: Patient Volume (Weight: 20%)
| Score | Criteria | Risk/Reward Profile |
|---|---|---|
| 5 | Top 20% by patient volume | Highest impact, test at scale |
| 4 | Top 40% by patient volume | Strong impact, manageable volume |
| 3 | Middle 20% by volume | Representative, moderate impact |
| 2 | Bottom 40% by volume | Lower impact, good for learning |
| 1 | Bottom 20% or new location | Minimal impact, limited learning |
Note: For pilot selection, moderate volume (score 3-4) may be preferable to avoid high-stakes testing at your highest-revenue locations.
Factor 4: Tech Stack Compatibility (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | PMS with verified Pearly integration, compatible payment processor, no conflicting patient communication tools |
| 4 | PMS with verified integration, minor configuration needed for payment processor |
| 3 | PMS supported but not yet deployed at other Pearly clients, standard payment processor |
| 2 | PMS requires custom integration work, non-standard payment processor |
| 1 | PMS not supported, payment processor incompatible, complex existing tech stack ⚠️ |
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 5 | Tech-forward office manager AND engaged provider, both enthusiastic about initiative |
| 4 | Strong office manager champion OR engaged provider willing to lead |
| 3 | Competent office manager, neutral on technology, will follow direction |
| 2 | Office manager stretched thin, no clear champion identified |
| 1 | Recent office manager turnover, staff resistance, no viable champion |
Composite Score Calculation
Readiness Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (Tech × 0.20) + (Champion × 0.15)
| Composite Score | Readiness Tier | Recommended Wave |
|---|---|---|
| 4.5 - 5.0 | Tier 1: Highly Ready | Wave 1 (Pilot) candidate |
| 3.5 - 4.4 | Tier 2: Ready | Wave 2 |
| 2.5 - 3.4 | Tier 3: Moderately Ready | Wave 3 |
| 1.5 - 2.4 | Tier 4: Needs Preparation | Wave 4 (with remediation) |
| 1.0 - 1.4 | Tier 5: Not Ready | Defer until infrastructure/staff issues resolved |
Rollout Sequence Recommendations
Wave 1 Pilot Selection (3 Locations)
Select locations that are:
- Score 4.0+ composite
- Representative of your broader portfolio (mix of PMS platforms if applicable)
- NOT your highest-revenue locations (reduce risk)
- Geographically accessible for in-person support if needed
- Have a champion who will provide candid feedback
Ideal Pilot Profile: Mid-tier revenue location with strong office manager, current technology, and stable team.
Sample Rollout Sequence (40 Locations)
| Wave | # Locations | Composite Score Range | Timeline |
|---|---|---|---|
| Wave 1 (Pilot) | 3 | 4.0+ | Weeks 3-6 |
| Wave 2 | 8 | 3.8+ | Weeks 7-10 |
| Wave 3 | 12 | 3.2+ | Weeks 11-14 |
| Wave 4 | 12 | 2.5+ | Weeks 15-18 |
| Wave 5 (Remediated) | 5 | < 2.5 (post-remediation) | Weeks 19-22 |
4. Rollout Strategy
Wave Structure
Wave 1: Pilot (3 Locations) — Weeks 3-6
Duration: 4 weeks Purpose: Validate integration, refine workflows, identify issues before scale
Selection Criteria for Wave 1 Pilot Locations
☐ Composite readiness score ≥ 4.0 ☐ Different PMS platforms represented (if your portfolio has multiple) ☐ Not among top 5 revenue locations (managed risk) ☐ Office manager has bandwidth for additional feedback sessions ☐ Geographic diversity preferred (tests regional support model) ☐ At least one location with higher-than-average AR aging (validates collection impact)
Wave 1 Timeline
| Week | Activities |
|---|---|
| Week 3 | Integration setup, configuration, staff training at pilot locations |
| Week 4 | Go-live, intensive daily monitoring, rapid issue resolution |
| Week 5 | Workflow refinement, initial metrics review, staff feedback collection |
| Week 6 | Pilot retrospective, documentation of learnings, Wave 2 preparation |
Wave 2: Controlled Expansion (8-10 Locations) — Weeks 7-10
Duration: 4 weeks Purpose: Test scalability, validate train-the-trainer model, build champion network
Wave 2 Selection Criteria
☐ Composite readiness score ≥ 3.8 ☐ Includes at least 2 locations per region (tests regional manager capacity) ☐ Mix of high and moderate volume locations ☐ Champions identified and trained during Week 6
Wave 2 Timeline
| Week | Activities |
|---|---|
| Week 7 | Integration setup at 8-10 locations (parallel), champion training |
| Week 8 | Go-live, Wave 1 champions available for peer support |
| Week 9 | Monitoring, issue resolution, mid-wave assessment |
| Week 10 | Metrics review, Wave 3 preparation, champion certification |
Wave 3+: Full Deployment (Remaining Locations) — Weeks 11-16+
Duration: 5-6 weeks Purpose: Complete deployment, standardize operations, transition to optimization
Wave 3+ Approach
- Deploy 10-15 locations per wave
- Accelerated timeline (2 weeks per wave) leveraging established processes
- Regional managers lead with central team support
- Champions from prior waves mentor new locations
Buffer Between Waves
Minimum Buffer: 1 week between waves Purpose:
- Capture and document learnings
- Update training materials
- Address technical issues discovered
- Brief next wave's champions and locations
🟣 Decision Point at Each Buffer: Review metrics and feedback before advancing
Go/No-Go Criteria
Criteria to Advance to Next Wave
| Criterion | Threshold | Measurement |
|---|---|---|
| Technical stability | < 2 critical bugs unresolved | Issue tracking log |
| Integration uptime | > 99% over final week of wave | Pearly monitoring dashboard |
| Staff adoption | > 80% of trained staff actively using | Usage analytics |
| Patient response rate | > 25% of AI-initiated messages receiving patient response | Pearly dashboard |
| No data integrity issues | Zero confirmed incidents | Audit log review |
| Champion readiness | 100% of next wave champions trained | Training completion records |
Red Flags That Pause Advancement
⚠️ ☐ Critical integration failure affecting > 50% of wave locations ⚠️ ☐ HIPAA/security incident requiring investigation ⚠️ ☐ > 20% of locations requesting rollback ⚠️ ☐ Payment processing errors affecting patient trust ⚠️ ☐ Vendor unable to provide adequate support bandwidth for next wave
Rollback Plan
Location-Level Rollback
If a single location fails without broader implications:
- Disable Pearly AI communications for that location (retain dashboard access)
- Revert to manual billing workflows immediately
- Document failure mode and root cause
- 🔵 Engage vendor for remediation plan
- Re-evaluate location readiness score
- Reschedule for later wave once issues resolved
Wave-Level Rollback
If systemic issues affect multiple locations:
- 🟣 VP of Operations makes wave pause decision
- Disable active AI communications across affected wave
- Activate "manual mode" checklist at all locations
- Central team assumes billing follow-up coordination
- 🔵 Vendor escalation to senior technical team
- Root cause analysis within 72 hours
- Revised remediation timeline communicated to stakeholders
- 🟣 Board/C-suite briefed if pause exceeds 1 week
Rollback Communication Protocol
☐ Template notification to regional managers ☐ Script for office managers to communicate to staff ☐ Patient communication hold (no AI messages during rollback) ☐ Central team daily updates during rollback period
5. Configuration & Integration (Weeks 2–3)
PMS Integration: Step-by-Step
Dentrix Integration
🔵 ☐ Request Dentrix API credentials from Henry Schein (may require escalation) ☐ Verify Dentrix version compatibility (G7+ recommended, G6 requires patch) ☐ Enable eCentral services if not already active 🔵 ☐ Pearly provides Dentrix connector installation package ☐ Install connector on Dentrix server (requires after-hours access) ☐ Configure data sync settings:
- Patient demographics
- Insurance information
- Account balances and aging
- Treatment history (optional for enhanced AI context) ☐ Test bi-directional sync in sandbox environment ☐ Verify payment posting workflow (manual review vs. auto-post) ⚠️ ☐ Validate AR balance accuracy between systems (common discrepancy point) ☐ Document any field mapping exceptions
Estimated Time: 4-6 hours per location (can be parallelized)
Eaglesoft Integration
🔵 ☐ Patterson provides API access (require VAR assistance in some cases) ☐ Verify Eaglesoft version (21.x or later recommended) ☐ Enable Patterson Cloud services if using cloud features 🔵 ☐ Pearly provides Eaglesoft integration module ☐ Configure ODBC connection settings ☐ Map Eaglesoft fields to Pearly data structure ☐ Test patient data sync (demographics, balances) ☐ Configure payment processor bridge (if integrated payments used) ⚠️ ☐ Validate insurance estimation data accuracy ☐ Test production environment connection
Estimated Time: 3-5 hours per location
Open Dental Integration
☐ Verify Open Dental version (current recommended for API stability) ☐ Enable Open Dental API in program settings ☐ Generate API keys with appropriate permissions 🔵 ☐ Pearly configures cloud integration (no local installation required) ☐ Map operatory/provider codes to Pearly location structure ☐ Configure patient balance calculation rules (family vs. individual) ☐ Test bi-directional sync ☐ Validate statement history import
Estimated Time: 2-4 hours per location (fastest integration)
Denticon (DSO Common)
☐ Coordinate with Planet DDS for enterprise API access 🔵 ☐ Pearly-Denticon enterprise integration setup (centralized) ☐ Map organizational hierarchy (enterprise → regions → locations) ☐ Configure single sign-on integration ☐ Validate multi-location data segregation ☐ Test rollup reporting capabilities
Estimated Time: 8-12 hours for enterprise setup, then 1-2 hours per location activation
Payment Processor Integration
🔵 ☐ Confirm Pearly compatibility with existing payment processor(s) ☐ Supported processors (verify current list with Pearly):
- Stripe (preferred for new implementations)
- Rectangle Health
- Dentrix Pay
- Worldpay ☐ Configure payment link generation ☐ Set up automated payment posting (if desired) ☐ Test payment plan creation workflow ☐ Verify PCI compliance documentation
Test Environment Setup
Centralized Test Environment (Recommended for DSO)
☐ Request Pearly sandbox environment access ☐ Load test data from one pilot location ☐ Configure test location mirroring production settings ☐ Create test patient records with various AR scenarios:
- New balance, no prior contact
- Aged balance (30, 60, 90, 120+ days)
- Patient with payment plan
- Insurance pending balance
- Collections candidate ☐ Run end-to-end tests:
- AI initiates outreach → patient responds → payment processed
- Payment plan negotiation sequence
- Escalation to human handoff
Validation Checklist
☐ Patient data accuracy spot-check (10 random records per location) ☐ Balance calculations match PMS within $0.01 ☐ Insurance information correctly displayed ☐ Contact preferences (SMS/email/phone) honored ☐ Opt-out processing functional ☐ Payment links resolve correctly ☐ Payment posts to correct patient account
Data Migration / Historical Data Ingestion
🔵 ☐ Define historical data requirements with Pearly team:
- Prior contact history (recommended for AI context)
- Historical payment patterns (improves AI timing)
- Past due balance history (for trend analysis) ☐ Export historical data per Pearly format specifications ☐ Validate data cleanliness (phone number formats, email validity) ☐ Execute historical data load in test environment first ☐ Verify data integrity post-import ☐ Archive source data exports for audit purposes
Security and HIPAA Compliance
Enterprise-Level HIPAA Checklist
🟣 ☐ BAA Verification: Confirm executed BAA covers all locations ☐ Review Pearly's SOC 2 Type II report (request current audit) ☐ Validate data encryption:
- At rest (AES-256 minimum)
- In transit (TLS 1.2+) ☐ Confirm PHI handling procedures:
- No PHI in SMS/email message previews
- Patient identity verification before balance disclosure ☐ Review data retention policies ☐ Validate audit logging capabilities ☐ Confirm data segregation between locations ☐ Review disaster recovery / business continuity documentation 🟣 ☐ Legal/compliance team sign-off on security posture ☐ Document security configuration in compliance files
Access Control Verification
☐ RBAC correctly limits location-level access ☐ Admin accounts protected by MFA ☐ Service account credentials secured ☐ Access provisioning/deprovisioning process documented ☐ Quarterly access review schedule established
Standardized vs. Location-Specific Configuration
Standardize Centrally (Enterprise Configuration Template)
| Setting | Standard Value | Rationale |
|---|---|---|
| Brand voice/tone | Warm, professional, brand-consistent | Patient experience consistency |
| Payment link expiration | 72 hours | Security + urgency balance |
| Escalation thresholds (days) | 7/14/30/60 | Predictable AR management |
| Business hours for AI calls | 9am-7pm local time | Patient preference compliance |
| Opt-out handling | Immediate, logged | TCPA compliance |
| Minimum balance for outreach | $25 | Avoid nuisance contacts |
| Maximum contact frequency | 2x per week | Patient relationship preservation |
Allow Local Discretion
| Setting | Why Localize |
|---|---|
| Provider-specific messaging variations | Different clinical philosophies |
| Specialty-specific templates (perio, ortho) | Specialty locations need tailored language |
| Local payment plan parameters | Market economics vary |
| Holiday/closure schedule | Regional and local variations |
| Language preferences (Spanish, etc.) | Demographics vary by location |
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
☐ Office Manager or senior front desk (strong preference) ☐ Alternatively: hygiene coordinator or billing specialist with leadership aptitude ☐ Tenure at location: minimum 1 year ☐ Demonstrated tech comfort (quick learner on past system changes) ☐ Respected by peers (will be effective training others) ☐ Availability for 4-6 hours of champion training ☐ Commitment to ongoing champion responsibilities (see below)
Champion Responsibilities
- Complete advanced Pearly training (4-6 hours)
- Train all staff at their location
- Serve as first-line support for staff questions
- Participate in weekly champion calls (first 8 weeks post-launch)
- Provide feedback to central team on issues and improvements
- Train new hires on Pearly workflow
Champion Certification Process
🔵 ☐ Complete Pearly champion training program ☐ Pass competency assessment (quiz + practical demonstration) ☐ Deliver practice training session (observed by regional manager or central team) ☐ Receive champion certification badge/recognition
Standardized Training Materials (Centrally Created)
☐ Overview video (5 minutes): What Pearly does and why we're implementing it ☐ Role-specific training modules (see below) ☐ Quick reference guides (1-page, laminated for workstations) ☐ FAQ document addressing common questions ☐ Patient communication scripts (when patients ask about AI) ☐ Escalation flowchart (when to intervene vs. let AI handle)
Role-Specific Training Outlines
Front Desk / Office Manager Training
Estimated Training Time: 90 minutes Format: Live demonstration + hands-on practice
Curriculum:
Dashboard Overview (20 min)
- Logging in and navigation
- Understanding patient communication status
- Viewing conversation histories
- Real-time monitoring of AI interactions
Workflow Changes (30 min)
- What AI handles automatically (payment reminders, balance inquiries)
- What still requires human intervention (complex disputes, hardship cases)
- How to intervene in an AI conversation when needed
- Escalation queue management
Reporting and Metrics (20 min)
- Daily/weekly metrics to monitor
- Understanding collection performance dashboards
- Running ad-hoc reports
Common Scenarios Practice (20 min)
- Patient calls about message they received
- Patient wants to set up payment plan
- Patient disputes balance
- Patient requests AI opt-out
Common Resistance Points:
- "This will eliminate my job" → Reframe: AI handles repetitive tasks so you can focus on patient relationships and complex cases
- "Patients will hate talking to a robot" → Show satisfaction data from other practices; emphasize AI hands off to humans when needed
- "I don't trust it to be accurate" → Demonstrate data sync accuracy; show human oversight features
Day 1 Cheat Sheet for Front Desk:
┌─────────────────────────────────────────────────────────────┐
│ PEARLY QUICK REFERENCE - FRONT DESK │
├─────────────────────────────────────────────────────────────┤
│ LOGIN: pearly.com → SSO with your company email │
│ │
│ DAILY CHECK: Review "Needs Attention" queue each morning │
│ │
│ PATIENT CALLS ABOUT AI MESSAGE: │
│ 1. Pull up patient in Pearly dashboard │
│ 2. Click "View Conversation" to see what AI sent │
│ 3. Assist patient, then note outcome in Pearly │
│ │
│ PATIENT WANTS OPT-OUT: │
│ → They can reply STOP, or you can toggle off in system │
│ │
│ SOMETHING SEEMS WRONG: │
│ → Don't panic. Screenshot, note details, send to [champion]│
│ │
│ SUPPORT: [Champion name] (local) or support@pearly.com │
└─────────────────────────────────────────────────────────────┘
Billing/Insurance Staff Training
Estimated Training Time: 60 minutes Format: Video module + Q&A session
Curriculum:
How Pearly Affects Billing Workflow (15 min)
- Automated payment reminders reduce manual statement follow-up
- Payment plan creation and modification
- Integration with payment posting
AR Management Changes (20 min)
- AI-managed vs. human-managed accounts
- Escalation criteria (when accounts come back to you)
- Collections handoff workflow
Reporting for Billing (15 min)
- Collection rate tracking
- AR aging changes
- Payment plan compliance reports
Hands-On Practice (10 min)
- Review sample AI conversations
- Practice intervention workflow
Common Resistance Points:
- "I know my patients better than an AI" → You'll still handle the complex cases; AI takes the routine follow-ups
- "What about my collections incentive?" → Metrics should improve (more collections = better for everyone)
Day 1 Cheat Sheet for Billing:
┌─────────────────────────────────────────────────────────────┐
│ PEARLY QUICK REFERENCE - BILLING │
├─────────────────────────────────────────────────────────────┤
│ PEARLY HANDLES: Standard payment reminders, payment plans, │
│ balance inquiries, basic insurance questions │
│ │
│ YOU STILL HANDLE: Complex disputes, hardship cases, │
│ insurance appeals, accounts flagged for review │
│ │
│ CHECK DAILY: │
│ "Escalated to Human" queue in Pearly dashboard │
│ │
│ PAYMENT PLAN CHANGES: │
│ View current plan in Pearly → Modify → Save │
│ Patient receives updated confirmation automatically │
│ │
AI-generated implementation guide based on public vendor information. Verify specifics directly with Pearly.