Podium
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Podium — Implementation Playbook (DSO)
Podium Implementation Playbook for DSOs
Patient Communication AI Platform
1. Executive Summary
What Podium Does
Podium is an AI-powered patient communication platform that unifies texting, webchat, reviews, payments, and scheduling into a single inbox. The platform uses conversational AI to automate routine patient interactions—appointment confirmations, recall outreach, review requests, and payment reminders—while routing complex inquiries to staff with full conversation context.
Why DSOs Benefit from AI-Driven Patient Communication at Scale
Patient communication represents one of the highest-leverage areas for DSO operational improvement. At 15–50 locations, you're managing thousands of daily patient touchpoints across fragmented systems, inconsistent response times, and varying staff capabilities. AI-powered communication delivers three strategic advantages at scale:
- Standardization Without Centralization: Enforce brand-consistent messaging and response protocols across all locations without requiring a central call center
- Data Aggregation for Decision-Making: Gain visibility into communication patterns, response rates, and patient sentiment across your entire portfolio—impossible when each location operates independently
- Labor Efficiency Multiplication: Automate 40–60% of routine communication volume, allowing existing front desk staff to focus on high-value patient interactions and reducing the impact of chronic staffing shortages
Expected Timeline
| Phase | Duration | Milestone |
|---|---|---|
| Decision to Contract | 2–3 weeks | MSA executed, enterprise pricing locked |
| Pre-Implementation | 2 weeks | Technical requirements validated, pilot locations selected |
| Pilot Wave (2–3 locations) | 4 weeks | Go-live + stabilization |
| Wave 2 (5–8 locations) | 4 weeks | Refined playbook deployed |
| Wave 3+ (remaining locations) | 6–10 weeks | Full deployment achieved |
| Total: Decision to Full Deployment | 18–23 weeks | All locations live |
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware
☐ Workstations with Chrome, Firefox, or Edge (latest two versions) at each front desk position ☐ Minimum 4GB RAM per workstation (8GB recommended for concurrent applications) ☐ Webcam and microphone if video chat features will be enabled ☐ Mobile devices for staff who will use the Podium mobile app (iOS 14+ or Android 10+)
Network
☐ Minimum 25 Mbps download / 10 Mbps upload per location (50/25 recommended) ☐ Ports 443 (HTTPS) and 8443 open for Podium traffic ☐ Whitelist Podium domains: *.podium.com, *.podiumdev.com ☐ ⚠️ Verify firewall rules don't block WebSocket connections (common failure point)
Software
☐ Practice Management System with supported integration (see Section 5) ☐ Google Business Profile access for review management features ☐ Facebook Business Page admin access (if social messaging enabled)
Vendor Onboarding Steps
| Step | Owner | Timeline | Notes |
|---|---|---|---|
| 🔵 Execute Master Service Agreement | Legal + Podium | Day 1–5 | Negotiate enterprise terms, data processing addendum |
| 🔵 Assign Enterprise Account Manager | Podium | Day 3 | Request dedicated AM for DSO accounts |
| 🔵 Schedule technical discovery call | IT + Podium | Day 5 | Include PMS vendor if custom integration needed |
| 🔵 Request sandbox environment | IT + Podium | Day 7 | For testing before pilot launch |
| Establish escalation contacts | Ops + Podium | Day 10 | Name + direct line for Tier 2 support |
Key Contacts to Establish:
- Enterprise Account Manager (strategic issues, contract matters)
- Implementation Specialist (configuration, training)
- Technical Support Lead (integration issues, API questions)
- Customer Success Manager (post-launch optimization)
Data/Access Prerequisites
☐ PMS admin credentials for each pilot location ☐ 🔵 API keys from PMS vendor (if applicable—Open Dental requires separate API license) ☐ Google Business Profile ownership verified for each location ☐ VOIP/phone system admin access (if integrating with existing phone numbers) ☐ Historical patient data export (last 24 months) for import consideration ☐ Current automated messaging rules from existing systems (to replicate/improve)
Enterprise-Level Requirements
Network Standards Across Locations
☐ Document network variability across portfolio (speeds, firewall configurations) ☐ Identify locations requiring network upgrades before deployment ☐ 🟣 Decision required: Standardize network minimums as prerequisite vs. work around limitations
Hosting Architecture
☐ 🟣 Decision required: Centralized admin console vs. location-level admin access ☐ Determine user permission hierarchy (who can modify templates, view reports) ☐ Configure SSO integration with identity provider (Okta, Azure AD, Google Workspace)
Centralized Credentialing
☐ Map user roles to permission levels (Super Admin, Location Admin, Staff) ☐ Create provisioning workflow for new hire access ☐ Define de-provisioning process for termed employees (critical for HIPAA)
Internal Stakeholder Alignment
Stakeholder Map
| Stakeholder | Role in Implementation | Communication Needs | Approval Authority |
|---|---|---|---|
| Board/Investors | Informed | Quarterly updates on ROI, strategic alignment | Budget approval |
| CEO/COO | Sponsor | Weekly rollout status, escalation recipient | Final go/no-go |
| CDO/VP Clinical | Champion | Clinical workflow impact, provider adoption metrics | Clinical protocol approval |
| VP Operations | Owner | Daily execution, cross-functional coordination | Operational decisions |
| VP IT/CTO | Enabler | Technical requirements, security review | Integration approval |
| Regional Managers | Implementers | Location-specific rollout support | Local resource allocation |
| Office Managers | Executors | Training schedules, staff coordination | Day-to-day workflow |
| Providers | Users | Minimal disruption, clear value proposition | Personal workflow adoption |
Alignment Actions
☐ 🟣 Secure executive sponsor (CEO or COO) commitment in writing ☐ 🟣 Present business case to board with projected ROI (3–6 month payback typical) ☐ Brief VP Clinical on AI-assisted communication scope (what it will/won't do) ☐ Conduct regional manager kickoff meeting (60 min) ☐ ⚠️ Identify potential resistors early—usually location managers with "we've always done it this way" mindset ☐ Create FAQ document for staff concerns about AI replacing jobs
Baseline Metrics to Capture BEFORE Go-Live
Standardize measurement methodology across all locations for valid comparison:
Communication Metrics
| Metric | How to Measure | Target Source |
|---|---|---|
| Average response time to patient inquiries | Sample 50 messages/location over 2 weeks | Phone system + email logs |
| After-hours inquiry volume | Count of messages received 6pm–8am | Voicemail + web forms |
| Missed call rate | Calls to voicemail / total inbound calls | Phone system analytics |
| Patient no-shows | No-shows / total scheduled appointments | PMS report |
| Recall conversion rate | Patients scheduled / patients due for recall | PMS report |
Operational Metrics
| Metric | How to Measure | Target Source |
|---|---|---|
| Front desk FTEs per location | Current staffing levels | HR records |
| Time spent on phone per day (front desk) | Self-reported or phone system data | Time study or phone logs |
| Online reviews (last 90 days) | Count + average star rating | Google Business Profile |
| Payment collection rate | Collected / billed patient responsibility | PMS financial reports |
| New patient acquisition cost | Marketing spend / new patients | Marketing + PMS |
Capture Instructions
☐ Create standardized data collection template (spreadsheet) ☐ Assign metric capture to each location manager (1 week to complete) ☐ Central team validates data for consistency ☐ Store baseline in shared location for post-launch comparison
3. Location Readiness Assessment
Scoring Framework
Rate each location on the following factors using a 1–5 scale:
Factor 1: IT Infrastructure Maturity (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | Internet <10 Mbps, hardware 5+ years old, outdated PMS version |
| 2 | Internet 10–25 Mbps, hardware 3–5 years old, PMS one version behind |
| 3 | Internet 25–50 Mbps, hardware 2–3 years old, current PMS version |
| 4 | Internet 50–100 Mbps, hardware 1–2 years old, modern tech stack |
| 5 | Fiber internet 100+ Mbps, hardware <1 year old, fully cloud-based |
Factor 2: Staff Tenure and Adaptability (Weight: 25%)
| Score | Criteria |
|---|---|
| 1 | >50% turnover, no tech training history, known resistance to change |
| 2 | 30–50% turnover, minimal training, passive resistance |
| 3 | 15–30% turnover, some tech adoption success, neutral attitude |
| 4 | 10–15% turnover, positive training track record, open to change |
| 5 | <10% turnover, history of tech adoption success, actively seeking improvements |
Factor 3: Patient Volume (Weight: 15%)
| Score | Criteria | Risk/Impact Profile |
|---|---|---|
| 1 | <300 patients/month | Low impact, low risk—minimal ROI |
| 2 | 300–500 patients/month | Moderate impact, low risk |
| 3 | 500–800 patients/month | Good impact, moderate risk |
| 4 | 800–1200 patients/month | High impact, moderate risk—ideal for pilot |
| 5 | >1200 patients/month | Highest impact, highest risk—Wave 2 candidate |
Factor 4: Tech Stack Compatibility (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | Non-standard PMS, no existing integrations, paper-based workflows |
| 2 | Supported PMS but outdated version, limited integrations |
| 3 | Supported PMS, standard integrations, mixed digital/paper |
| 4 | Modern PMS, full integration ecosystem, mostly digital |
| 5 | Cloud PMS, open API access, fully digital workflows |
Factor 5: Local Champion Availability (Weight: 20%)
| Score | Criteria |
|---|---|
| 1 | No tech-forward staff, disengaged management |
| 2 | Office manager willing but not enthusiastic |
| 3 | One staff member interested in technology |
| 4 | Tech-savvy office manager or lead provider engaged |
| 5 | Multiple champions: engaged office manager AND provider advocate |
Scoring Calculator
Composite Score = (IT × 0.20) + (Staff × 0.25) + (Volume × 0.15) + (Tech × 0.20) + (Champion × 0.20)
| Composite Score | Readiness Tier | Rollout Recommendation |
|---|---|---|
| 4.0–5.0 | Tier 1 - High | Wave 1 pilot candidate |
| 3.0–3.9 | Tier 2 - Medium | Wave 2 or Wave 3 |
| 2.0–2.9 | Tier 3 - Low | Wave 3 with remediation |
| <2.0 | Tier 4 - Not Ready | Defer until prerequisites met |
Sample Scoring Matrix
| Location | IT (1-5) | Staff (1-5) | Volume (1-5) | Tech (1-5) | Champion (1-5) | Composite | Tier |
|---|---|---|---|---|---|---|---|
| Maple Street | 4 | 5 | 4 | 4 | 5 | 4.4 | 1 |
| Downtown | 3 | 4 | 5 | 3 | 4 | 3.8 | 2 |
| Westside | 2 | 3 | 3 | 3 | 2 | 2.6 | 3 |
Recommended Rollout Sequence
Wave 1 Selection Criteria:
- Composite score ≥4.0
- Strong local champion confirmed
- Patient volume 600–1000/month (high enough for meaningful data, not so high that issues cause major disruption)
- Geographic diversity (if multi-state, include one location per key state)
- PMS diversity (if portfolio includes multiple systems, pilot each major PMS)
Wave 2 Selection:
- Composite score 3.5–4.0
- Locations that share characteristics with Wave 1 successes
- Include one "stretch" location (score 3.0–3.5) to stress-test playbook
Wave 3:
- All remaining locations ≥3.0
- Address remediation items for Tier 3 locations before their go-live
4. Rollout Strategy
Wave Structure Recommendation
Wave 1: Pilot (2–3 Locations)
Duration: 4 weeks Purpose: Validate integration, refine workflows, train champions, identify issues
Wave 2: Expansion (5–8 Locations)
Duration: 4 weeks Purpose: Test playbook at scale, train additional champions, optimize workflows
Wave 3+: Full Deployment (Remaining Locations)
Duration: 6–10 weeks (depending on portfolio size) Purpose: Efficient rollout using proven playbook, parallel deployments of 3–5 locations/week
Wave 1 Pilot Selection
☐ 🟣 Select 2–3 locations using readiness scores (Section 3) ☐ Ensure at least one location per major PMS in portfolio ☐ Confirm local champion commitment (2–4 hours/week for 6 weeks) ☐ Brief pilot location teams with emphasis on "you're shaping this for the whole organization"
Ideal Wave 1 Profile:
- High readiness score (4.0+)
- Medium patient volume (600–1000/month)
- Engaged, low-turnover staff
- Office manager who will provide honest feedback
- Representative of broader portfolio (not an outlier)
Timeline Per Wave
Wave 1 Detailed Timeline
| Week | Activities |
|---|---|
| Week 1 | Configuration, integration testing, champion training |
| Week 2 | Staff training, parallel testing with live patients |
| Week 3 | Go-live, daily check-ins, rapid issue resolution |
| Week 4 | Stabilization, workflow refinements, learning capture |
| Week 5 | Wave 1 retrospective, playbook updates, Wave 2 prep |
Subsequent Waves
| Week | Activities |
|---|---|
| Week 1 | Configuration (using standardized templates), champion training |
| Week 2 | Staff training, abbreviated testing |
| Week 3 | Go-live, daily check-ins |
| Week 4 | Stabilization, handoff to steady-state support |
Buffer Between Waves: Minimum 1 week to incorporate lessons learned
Go/No-Go Criteria
Advance to Next Wave When:
☐ ≥90% of staff trained and confirmed competent ☐ Integration functioning without manual intervention for 5+ consecutive business days ☐ ⚠️ Patient-facing messaging error rate <2% ☐ No unresolved Severity 1 issues ☐ Local champion confirms readiness to support independently ☐ Baseline vs. Week 3 metrics show improvement or neutral (not degradation)
Pause/Delay When:
⚠️ Integration failures affecting >10% of patient communications ⚠️ Staff resistance resulting in workarounds that bypass the system ⚠️ Vendor support unresponsive (>24 hours for Severity 1 issues) ⚠️ Patient complaints about automated messaging (>3 in first week)
Rollback Plan
If a Wave Must Be Paused:
Immediate (Day 0–1): ☐ Disable automated messaging (keep inbox active for manual use) ☐ Notify location staff of temporary pause ☐ Redirect patient communication to previous workflows ☐ 🔵 Escalate to Podium for root cause analysis
Short-term (Day 2–5): ☐ Document specific failure points ☐ Determine if issue is location-specific or systemic ☐ If location-specific: proceed with other Wave locations, address outlier separately ☐ If systemic: pause all Wave deployments until resolved
Resolution (Day 5–10): ☐ Implement fix in sandbox environment ☐ Re-test with affected location ☐ 🟣 Obtain executive sign-off to proceed
Rollback Does NOT Affect:
- Locations in previous waves (already stabilized)
- Locations not yet started (remain on original timeline)
5. Configuration & Integration (Weeks 2–3)
Practice Management System Integrations
Dentrix Integration
| Step | Owner | Duration | Notes |
|---|---|---|---|
| 1. Verify Dentrix version (G6.2+ required) | IT | 15 min | Check Help > About in Dentrix |
| 2. Enable Dentrix API in eServices | IT | 30 min | Requires Dentrix admin credentials |
| 🔵 3. Request Podium Dentrix connector activation | Podium | 24–48 hrs | Submit ticket with practice ID |
| 4. Configure patient sync settings | IT + Podium | 1 hr | Map patient fields, set sync frequency |
| ⚠️ 5. Validate appointment data flow | IT | 2 hrs | Common issue: appointment type mapping |
| 6. Test bidirectional sync | IT | 1 hr | Create test appointment, verify in both systems |
Eaglesoft Integration
| Step | Owner | Duration | Notes |
|---|---|---|---|
| 1. Verify Eaglesoft version (21.0+ required) | IT | 15 min | |
| 2. Enable Eaglesoft API in system settings | IT | 30 min | Server admin access required |
| 🔵 3. Request Podium Eaglesoft connector | Podium | 24–48 hrs | |
| ⚠️ 4. Configure Patterson server settings | IT | 1 hr | Firewall rules often need adjustment |
| 5. Map patient/appointment fields | IT + Podium | 1 hr | |
| 6. Test and validate | IT | 1 hr |
Open Dental Integration
| Step | Owner | Duration | Notes |
|---|---|---|---|
| ⚠️ 1. Purchase Open Dental API license | Ops | 1–2 weeks | $500/year per location—budget consideration |
| 2. Generate API credentials in Open Dental | IT | 30 min | Setup > API in OD interface |
| 🔵 3. Provide API credentials to Podium | IT | 15 min | Secure transfer required |
| 4. Configure integration settings | Podium | 1–2 hrs | |
| 5. Test patient/appointment sync | IT | 1 hr |
Test Environment Setup and Validation Checklist
Sandbox Configuration
☐ 🔵 Request sandbox environment from Podium ☐ Configure with production-like settings ☐ Create test patient records (do not use real patient data) ☐ Simulate appointment scenarios
Validation Tests
| Test | Expected Result | Pass/Fail |
|---|---|---|
| New appointment → confirmation text | Patient receives text within 5 min | |
| Appointment reminder (24-hr) | Text delivered at configured time | |
| Patient reply "Yes" | Appointment confirmed in PMS | |
| Patient reply "Reschedule" | Handoff to staff inbox | |
| After-hours inquiry | Auto-response + staff notification | |
| Payment request | Secure link delivered, payment posts to PMS | |
| Review request (post-appointment) | Delivered at configured interval | |
| Opt-out request | Patient removed from messaging |
Security and HIPAA Compliance Verification
☐ Verify BAA is fully executed with Podium ☐ Confirm data encryption in transit (TLS 1.2+) ☐ Confirm data encryption at rest ☐ Enable audit logging for all message access ☐ Configure automatic session timeout (15 min recommended) ☐ Verify PHI is not exposed in SMS previews (truncated message bodies) ☐ Test patient identity verification workflow ☐ Document data retention settings and verify compliance with state requirements ☐ Configure access controls by role (who can view full conversation history) ☐ Verify secure disposal of test data
Enterprise-Level Configuration
Standardized Configuration Template (Apply to All Locations)
| Setting Category | Standardize | Setting |
|---|---|---|
| Appointment confirmation message | ✓ | "[Brand Name] appointment reminder: [Date/Time] at [Location]. Reply Y to confirm or call us to reschedule." |
| Reminder timing | ✓ | 24 hours, 2 hours before appointment |
| After-hours auto-response | ✓ | "Thanks for reaching out to [Brand Name]. Our office is currently closed. We'll respond first thing in the morning. For emergencies, call [emergency line]." |
| Review request timing | ✓ | 2 hours post-appointment |
| Review request message | ✓ | "Thanks for visiting [Brand Name] today! We'd love your feedback: [link]" |
| Payment reminder frequency | ✓ | Initial, 7 days, 14 days, 30 days |
| Opt-out keywords | ✓ | "STOP", "UNSUBSCRIBE", "CANCEL" |
| Escalation threshold | ✓ | No response from staff in 15 min → supervisor alert |
| Business hours | ✓ | M–F 8am–5pm (with location override option) |
| Data retention | ✓ | 7 years (align with HIPAA requirements) |
Location-Specific Configuration (Allow Local Discretion)
| Setting Category | Allow Variance | Notes |
|---|---|---|
| Business hours | ✓ | If locations have different schedules |
| Saturday messaging | ✓ | Depends on Saturday hours |
| Provider-specific messaging | ✓ | Specialists may need different flows |
| Local phone number | ✓ | Texting from location-specific number |
| Appointment types for reminders | ✓ | Exclude certain appointment types |
| Staff names in messages | ✓ | Some prefer first name only |
Centralized Test Environment Strategy
Recommended Approach: Single centralized sandbox connected to representative test data
☐ Create one enterprise sandbox environment ☐ Configure sandbox with "golden" settings template ☐ Use sandbox to validate all configuration changes before pushing to production ☐ 🟣 Require central IT approval for any deviation from standard configuration
Enterprise HIPAA Checklist
☐ Master Business Associate Agreement (BAA) covering all locations executed ☐ Data processing addendum reviewed by legal ☐ Minimum necessary access principle configured in role permissions ☐ PHI access logging enabled enterprise-wide ☐ Incident response plan updated to include Podium ☐ Annual security review clause included in contract ☐ Data portability/export rights confirmed ☐ Right to audit Podium security practices confirmed ☐ Breach notification procedures documented (72-hour requirement) ☐ 🟣 Board/compliance committee notified of new vendor handling PHI
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
Each location needs ONE certified champion. Ideal profile:
☐ Office manager or senior front desk staff (not provider—they're too busy) ☐ Tenure ≥1 year (understands current workflows) ☐ Demonstrated tech comfort (uses smartphone apps, learns new software quickly) ☐ Respected by peers (credibility to train others) ☐ Available for 2–4 hours/week during implementation ☐ Positive attitude about change (not a skeptic you're trying to convert)
Champion Responsibilities
| Phase | Responsibility | Time Commitment |
|---|---|---|
| Pre-Launch | Complete certification training | 4 hours |
| Pre-Launch | Customize training materials for local context | 2 hours |
| Go-Live Week | Deliver staff training | 4–6 hours |
| Go-Live Week | On-site support and troubleshooting | 4–6 hours |
| Weeks 2–4 | Daily check-ins with central team | 30 min/day |
| Ongoing | New hire training | 1 hour per new hire |
| Ongoing | First-line troubleshooting | As needed |
Champion Certification Training
🔵 Delivered by Podium (2 sessions × 2 hours)
Session 1: Technical Mastery
- Platform navigation
- All features deep dive
- Integration troubleshooting
- Admin functions
Session 2: Training Delivery
- How to train adult learners
- Common questions and objections
- Role-specific training outlines
- How to assess competency
☐ Champion passes certification quiz (≥90%) ☐ Champion conducts shadow training with Podium oversight ☐ Champion receives "certified trainer" status
Standardized Training Materials
Create Centrally (Provide to Champions)
☐ Role-specific training slide decks (see below) ☐ "Day 1 Cheat Sheets" for each role ☐ Video library of common workflows (3–5 min each) ☐ FAQ document with approved answers ☐ Objection handling guide ☐ Competency assessment checklist
Champions Customize Locally
☐ Location-specific examples (patient names, local scenarios) ☐ Training schedule to fit local workflow ☐ Additional practice time for less tech-savvy staff
Role-Specific Training Outlines
Front Desk / Office Manager Training
Estimated Time: 2 hours Format: Live demo + hands-on practice Delivered By: Local champion
Training Agenda:
- Why we're implementing Podium (5 min)
- The unified inbox: where all conversations live (15 min)
- Automated vs. manual messages: what the AI handles, what you handle (15 min)
- Responding to patient inquiries (hands-on practice) (30 min)
- Escalation: when to hand off to manager/provider (10 min)
- Scheduling from text conversations (15 min)
- Payment requests and collection (15 min)
- Review management (10 min)
- Q&A and practice scenarios (15 min)
Common Resistance Points:
- "This will make my job unnecessary" → Position: This handles the repetitive tasks so you can focus on patients in the office
- "Patients prefer phone calls" → Data: 89% of patients prefer texting. You can still call—this is additive.
- "What if the AI says something wrong?" → You review before sending, and templates are pre-approved
Day 1 Cheat Sheet: Front Desk
┌────────────────────────────────────────────────────────┐
│ PODIUM QUICK REFERENCE - FRONT DESK │
├────────────────────────────────────────────────────────┤
│ LOGIN: podium.com → SSO with your [Company] email │
│ │
│ THE INBOX: │
│ • All texts appear here automatically │
│ • Blue dot = needs response │
│ • Red dot = urgent / escalated │
│ │
│ TO RESPOND TO A PATIENT: │
│ 1. Click conversation │
│ 2. Type message (or use template: click ≡) │
│ 3. Click Send │
│ │
│ TO SEND A PAYMENT REQUEST: │
│ 1. Click $ icon in conversation │
│ 2. Enter amount and description │
│ 3. Send - patient gets secure link │
│ │
│ IF YOU DON'T KNOW THE ANSWER: │
│ Use template: "Let me check on that and get back │
│ to you shortly." │
│ Then ask [Champion Name] or call patient │
│ │
│ HELP: [Champion Name] ext XXX or [support@email] │
└────────────────────────────────────────────────────────┘
Dentist/Provider Training
Estimated Time: 30 minutes Format: Video (15 min) + 15-min live Q&A Delivered By: Champion or Regional Manager
Training Agenda:
- What Podium is and isn't (5 min)
- How patients experience automated communication (5 min)
- When staff will escalate conversations to you (5 min)
- Accessing conversation history (if needed) (5 min)
- Review monitoring: how to see patient feedback (5 min)
- Q&A (5 min)
Common Resistance Points:
- "I don't have time for another system" → You don't need to use it daily. Staff handles 95%. You only engage if escalated.
- "What if a patient asks a clinical question via text?" → Staff escalates to you. You can call the patient or respond via text with your approval.
- "I don't want patients texting me directly" → They're not. They text the office. You never see it unless staff routes it to you.
Day 1 Cheat Sheet: Providers
┌────────────────────────────────────────────────────────┐
│ PODIUM QUICK REFERENCE - PROVIDERS │
├────────────────────────────────────────────────────────┤
│ YOU PROBABLY DON'T NEED TO LOG IN │
│ │
│ WHAT PODIUM DOES: │
│ • Automates appointment reminders │
│ • Handles routine patient texts │
│ • Collects reviews (after appointments) │
│ • Processes payments via text │
│ │
│ WHEN YOU MIGHT BE INVOLVED: │
│ • Staff escalates a clinical question │
│ • Patient requests to speak with doctor │
│ • Negative review needs response │
│ │
│ HOW TO VIEW (if needed): │
│ • podium.com → SSO login │
│ • Reviews tab shows all patient feedback │
│ • Inbox shows escalated conversations │
│ │
│ QUESTIONS: Ask [Champion Name] or [Office Manager] │
└────────────────────────────────────────────────────────┘
Hygienist Training
Estimated Time: 15 minutes Format: Brief overview + cheat sheet Delivered By: Champion
Training Agenda:
- What Podium is (3 min)
- Your touchpoint: review requests go out after appointments (5 min)
- If patient mentions texting the office, you know what they mean (2 min)
- Any questions (5 min)
*Hygienist involvement is minimal unless your workflow has them communicating with patients pre/post-appointment.
Billing/Insurance Staff Training
Estimated Time: 1 hour Format: Live demo + hands-on practice Delivered By: Champion
Training Agenda:
- Payment request feature overview (15 min)
- Sending payment links via text
AI-generated implementation guide based on public vendor information. Verify specifics directly with Podium.