RevenueWell AI Receptionist — Implementation Playbook (DSO)

RevenueWell AI Receptionist Implementation Playbook

A Strategic Guide for DSO Deployment

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1. Executive Summary

What This Tool Does

RevenueWell AI Receptionist is an intelligent virtual receptionist that handles inbound patient calls 24/7, managing appointment scheduling, rescheduling, cancellations, insurance inquiries, and general patient questions through natural language conversation. The system integrates directly with practice management software to access real-time availability and patient records, enabling autonomous call resolution without human intervention.

Why DSOs Specifically Benefit

Scale Advantages:

• A single AI configuration can handle unlimited concurrent calls across all locations, eliminating the "busy signal" problem during peak hours
• Centralized call analytics provide unprecedented visibility into patient communication patterns across your entire portfolio
• Per-call costs decrease dramatically at scale compared to maintaining adequate front desk staffing at each location

Standardization Benefits:

• Every patient receives identical quality of service regardless of which location they call or when
• Consistent appointment booking protocols eliminate location-by-location variance in scheduling practices
• Uniform data capture ensures clean, comparable metrics across all practices

Data Aggregation Power:

• Consolidated call data reveals portfolio-wide trends in patient inquiries, peak call times, and service gaps
• Cross-location benchmarking enables identification of outlier performance (positive and negative)
• Aggregated patient sentiment data informs enterprise-level patient experience initiatives

Expected Timeline: Decision to Full Deployment

Portfolio Size	Pilot Phase	Staged Rollout	Full Deployment
15–25 locations	Weeks 1–6	Weeks 7–14	Week 16
26–40 locations	Weeks 1–6	Weeks 7–18	Week 20
41–50 locations	Weeks 1–8	Weeks 9–22	Week 24

Note: Timeline assumes 2–3 pilot locations, followed by waves of 5–8 locations every 2–3 weeks.

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

Technical Requirements

Network Infrastructure

☐ Minimum 50 Mbps download / 10 Mbps upload per location (100/20 recommended) ☐ Static IP address or reliable DDNS for each location ☐ VoIP-compatible network with QoS prioritization enabled ☐ Firewall rules permitting outbound HTTPS (443) and SIP/RTP traffic ☐ Network redundancy assessment — identify locations with single points of failure

Phone System Compatibility

☐ Inventory current phone systems across all locations (VoIP, PBX, hybrid) ☐ Confirm SIP trunk availability or analog-to-VoIP gateway requirements ☐ Document current call routing and IVR configurations per location ☐ Identify any locations with multi-line hunting groups requiring reconfiguration

Practice Management System Integration

☐ Confirm PMS vendor and version at each location (Dentrix, Eaglesoft, Open Dental, other) ☐ Verify PMS API availability and current subscription tier supports integration ☐ Document any PMS customizations that may affect integration ☐ ⚠️ Identify locations running outdated PMS versions requiring updates before integration

Hardware Requirements

☐ No dedicated hardware required (cloud-based solution) ☐ Optional: Dedicated workstation for call monitoring dashboard per location ☐ Confirm adequate audio equipment for staff monitoring/training sessions

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Vendor Onboarding Steps

Step	Action	Owner	Timeline	Vendor Required
1	🔵 Execute enterprise master services agreement	Legal/Procurement	Day 1–3	Yes
2	🔵 Complete enterprise HIPAA Business Associate Agreement	Compliance	Day 1–3	Yes
3	🔵 Establish dedicated enterprise account manager relationship	VP Operations	Day 3	Yes
4	🔵 Schedule technical kickoff with vendor implementation team	IT Director	Day 4–5	Yes
5	🔵 Receive access to enterprise admin portal	IT Director	Day 5–7	Yes
6	🔵 Complete vendor security questionnaire review	IT Security	Day 5–10	Yes
7	Document vendor support escalation paths and SLAs	IT Director	Day 7–10	Yes

Key Vendor Contacts to Establish

☐ Enterprise Account Manager (strategic relationship, escalations) ☐ Technical Implementation Lead (integration, configuration) ☐ Enterprise Support Line (24/7 technical issues) ☐ Customer Success Manager (adoption, optimization)

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Data/Access Prerequisites

Centralized Access Requirements

☐ Enterprise admin credentials for RevenueWell portal ☐ 🟣 SSO configuration decision — integrate with existing identity provider (Okta, Azure AD, etc.) or use standalone credentials ☐ API keys for enterprise-level reporting and analytics ☐ Central IT admin access to all location PMS instances (read/write for scheduling)

Per-Location Access Requirements

☐ PMS admin credentials or API keys for each location ☐ Phone system admin access for call routing changes ☐ Current phone tree/IVR documentation ☐ Insurance plan lists accepted at each location ☐ Provider schedules and scheduling rules (appointment types, durations, preferences) ☐ ⚠️ Location-specific holiday and closure schedules

Data Preparation

☐ Export patient demographic data format samples from each PMS variant ☐ Document appointment type taxonomy (standardized vs. location-specific naming) ☐ Compile FAQ document covering common patient questions across the organization ☐ Gather location-specific information (addresses, parking, special instructions)

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Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Define minimum network specifications that all locations must meet ☐ Identify locations requiring network upgrades — budget and timeline ☐ Establish network monitoring protocol for ongoing VoIP quality assurance ☐ Document approved firewall configurations for IT standardization

Hosting Architecture

☐ 🟣 Decision Required: Centralized cloud hosting (recommended) vs. location-level instances

• Recommendation: Centralized hosting for unified management, reporting, and cost efficiency
• Location-level instances only justified if significant PMS variation or regulatory requirements exist

Single Sign-On (SSO)

☐ 🟣 Decision Required: Implement SSO or standalone authentication ☐ If SSO: Configure SAML/OAuth integration with identity provider ☐ Define user role hierarchy (enterprise admin, regional admin, location admin, staff) ☐ 🔵 Test SSO configuration in vendor sandbox environment

Centralized Credentialing

☐ Establish central user provisioning/deprovisioning workflow ☐ Define access levels by role (see table below) ☐ Create onboarding/offboarding checklist including AI Receptionist access

Role	Access Level	Capabilities
Enterprise Admin	Full	All locations, all settings, user management
Regional Manager	Regional	View/modify settings for assigned locations
Location Admin	Single Location	Modify local settings, view local reports
Front Desk Staff	View Only	Monitor calls, view schedules (no config changes)

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Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder	Role in Implementation	Communication Frequency	Key Concerns to Address
Board/Investors	Approve capital expenditure, monitor ROI	Monthly (post-launch)	ROI timeline, risk mitigation, competitive positioning
CEO/COO	🟣 Executive sponsor, strategic decisions	Weekly during rollout	Portfolio-wide impact, timeline adherence, resource allocation
CFO	Budget approval, ROI validation	Bi-weekly	Cost savings projections, implementation costs, payback period
Chief Dental Officer	Clinical workflow approval	Bi-weekly	Patient care quality, provider workflow impact
VP Operations	Primary implementation owner	Daily during active waves	Execution details, location readiness, issue resolution
IT Director	Technical integration lead	Daily during active waves	Security, integration stability, support scalability
Regional Managers	Regional rollout coordination	Daily during their region's wave	Staff concerns, local adaptation, schedule impact
Office Managers	Location-level execution	Daily during their location's go-live	Staff training, patient communication, workflow changes
Providers	Adopt new scheduling workflow	Training + first week	Schedule accuracy, patient experience, override capabilities

Approvals Required Before Proceeding

☐ 🟣 Board/Investment Committee: Capital expenditure approval (if above threshold) ☐ 🟣 C-Suite: Strategic initiative approval ☐ 🟣 CFO: Budget allocation confirmation ☐ 🟣 Chief Dental Officer: Clinical workflow sign-off ☐ 🟣 IT Director: Security and integration approval ☐ Legal: Vendor agreement and BAA execution ☐ Compliance: HIPAA risk assessment approval

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Baseline Metrics Capture

⚠️ Critical: Standardize Measurement Methodology Across All Locations

Before go-live, capture these metrics using identical measurement methods at every location to enable valid cross-location comparison:

Call Handling Metrics

Metric	How to Measure	Target Collection Period
Total inbound calls per day/week	Phone system reports	4 weeks minimum
Call abandonment rate	Calls dropped before answer / Total calls	4 weeks minimum
Average speed to answer	Time from ring to human pickup	4 weeks minimum
Average call duration	Total talk time / Answered calls	4 weeks minimum
Calls during non-business hours	After-hours call volume	4 weeks minimum
⚠️ Calls resulting in voicemail	Voicemails left / Total calls	4 weeks minimum

Scheduling Metrics

Metric	How to Measure	Target Collection Period
Appointments scheduled via phone	Manual count or PMS report	4 weeks minimum
Appointment conversion rate	Appointments booked / Scheduling inquiries	4 weeks minimum
Same-day/next-day availability fill rate	Short-notice appointments booked / Openings	4 weeks minimum
Cancellation/no-show rate	Cancellations + No-shows / Total appointments	4 weeks minimum
⚠️ Reschedule success rate	Successful reschedules / Reschedule attempts	4 weeks minimum

Operational Metrics

Metric	How to Measure	Target Collection Period
Front desk FTE hours on phone	Time study or estimate	2 weeks
Front desk labor cost per location	Payroll data	Current month
Patient complaints related to phone access	Complaint log or survey	3 months
New patient conversion rate	New patients / New patient inquiries	4 weeks minimum

Standardization Requirements

☐ Create centralized data collection template (Excel/Google Sheets) ☐ Distribute to all Office Managers with identical instructions ☐ 🔵 Request phone system reports in standardized format from all locations ☐ Assign Regional Managers to validate data completeness and accuracy ☐ Compile baseline report within 2 weeks of rollout start ☐ ⚠️ Identify and flag locations with incomplete or unreliable baseline data

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3. Location Readiness Assessment

Scoring Framework

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

Factor 1: IT Infrastructure Maturity (Weight: 25%)

Score	Criteria
5	Fiber internet (100+ Mbps), modern VoIP system, PMS on latest version, IT-managed network
4	Business-class internet (50+ Mbps), VoIP system, PMS within 1 version of current, reliable network
3	Stable internet (25+ Mbps), VoIP or digital PBX, PMS within 2 versions, occasional issues
2	Basic internet (<25 Mbps), older phone system requiring adaptation, outdated PMS, frequent issues
1	Unreliable internet, analog phone system, significantly outdated PMS, major upgrade required

Factor 2: Staff Tenure and Adaptability (Weight: 20%)

Score	Criteria
5	Low turnover (<15% annually), prior tech adoption success, staff actively requests new tools
4	Moderate turnover (15–25%), smooth prior tech transitions, generally tech-comfortable
3	Average turnover (25–35%), mixed prior tech adoption, requires standard training investment
2	Higher turnover (35–50%), some prior tech adoption struggles, significant training needed
1	High turnover (>50%), resistant to past changes, substantial change management required

Factor 3: Patient Volume (Weight: 20%)

Score	Criteria
5	High volume (80+ calls/day) — maximum ROI potential, can absorb early issues
4	Above average volume (50–80 calls/day) — strong ROI, manageable complexity
3	Average volume (30–50 calls/day) — solid ROI, standard implementation
2	Below average volume (15–30 calls/day) — moderate ROI, lower-risk pilot candidate
1	Low volume (<15 calls/day) — limited ROI, minimal implementation impact

Note: For pilot selection, scores of 2–3 may be preferable (manageable risk with meaningful volume).

Factor 4: Tech Stack Compatibility (Weight: 20%)

Score	Criteria
5	Dentrix or Eaglesoft (current version) with full API access, no conflicting integrations
4	Open Dental or supported PMS (current version), standard integrations, minor adjustments needed
3	Supported PMS (1–2 versions behind), moderate integration complexity
2	Supported PMS (significantly outdated) or complex existing integrations requiring coordination
1	Unsupported PMS, major integration work required, or conflicting systems

Factor 5: Local Champion Availability (Weight: 15%)

Score	Criteria
5	Tech-enthusiastic Office Manager + engaged lead provider, both available for full rollout
4	Strong Office Manager champion OR engaged provider, one solid advocate
3	Willing Office Manager, neutral providers, adequate support
2	Office Manager stretched thin, limited provider engagement, champion development needed
1	No clear champion, Office Manager vacancy or new hire, significant support required

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Composite Score Calculation

Composite Score = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (TechStack × 0.20) + (Champion × 0.15)

Location Assessment Template

Location	IT (1-5)	Staff (1-5)	Volume (1-5)	Tech Stack (1-5)	Champion (1-5)	Composite	Wave
Example A	4	4	3	5	5	4.15	Wave 1
Example B	3	3	4	4	3	3.45	Wave 2
Example C	2	2	5	3	2	2.85	Wave 3

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Recommended Rollout Sequence

Wave 1 Pilot Locations (Select 2–3)

Selection Criteria:

• Composite score: 3.5–4.5 (high readiness but not your absolute best — save those for validation)
• Volume score: 2–4 (enough volume for meaningful testing, not so high that issues severely impact operations)
• Champion score: 4–5 (strong local advocate essential for pilot feedback)
• Geographic/demographic diversity (different markets, patient populations, PMS variants)
• ⚠️ Avoid locations with other major initiatives underway (renovation, new provider, etc.)

Why This Criteria:

• Manageable risk profile allows for learning without catastrophic impact
• Strong champions provide quality feedback and help refine training materials
• Diversity ensures the solution is tested across your portfolio's variability

Wave 2 (Select 5–8)

Selection Criteria:

• Composite score: 3.0–4.5
• Prioritize locations that share characteristics with Wave 1 successes
• Include at least one location that addresses any Wave 1 gap (e.g., if all Wave 1 used Dentrix, include an Open Dental site)

Wave 3+ (Remaining locations)

Selection Criteria:

• Proceed with remaining locations, grouping by region for efficient support
• ⚠️ Save lowest-scoring locations for final wave — they benefit from refined processes and may require infrastructure upgrades that can be scheduled during earlier waves

Locations Requiring Pre-Work Before Any Wave

Flag locations with scores of 1–2 on IT Infrastructure or Tech Stack for remediation: ☐ Schedule network upgrades ☐ Plan PMS updates ☐ Allocate budget for phone system modernization ☐ Set realistic timeline expectations — these locations may join 4–8 weeks later than peers

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4. Rollout Strategy

Wave Structure Recommendation

Overview

Wave	Locations	Duration	Primary Objective
Wave 1 (Pilot)	2–3	4–6 weeks	Validate integration, refine training, capture lessons learned
Wave 2	5–8	3–4 weeks	Scale playbook, test train-the-trainer model, stress test support
Wave 3	8–12	3–4 weeks	Full-scale deployment, operational efficiency
Wave 4+	Remaining	3–4 weeks per wave	Complete rollout, address edge cases

Wave 1: Pilot Phase (Weeks 3–8)

Week 3–4: Preparation ☐ 🔵 Complete integration setup with vendor for pilot locations ☐ Configure location-specific settings (schedules, appointment types) ☐ Train pilot location champions (intensive, vendor-led) ☐ Conduct staff training at pilot locations ☐ ⚠️ Set up parallel phone routing (AI answers, staff monitors)

Week 5–6: Parallel Run ☐ AI Receptionist handles calls with staff shadowing ☐ Daily debriefs with champions and vendor ☐ Document all issues, edge cases, and patient feedback ☐ Refine call scripts and responses based on real interactions

Week 7–8: Full Pilot Operations + Evaluation ☐ Remove parallel monitoring, AI operates independently ☐ Conduct end-of-pilot evaluation (metrics, staff feedback, patient feedback) ☐ 🟣 Present pilot results to executive team ☐ Document lessons learned and update training materials ☐ 🟣 Make go/no-go decision for Wave 2

Pilot Success Metrics:

• 85% of calls handled without human intervention

• <5% call escalation rate for issues (vs. complex requests)
• Staff satisfaction score >3.5/5
• No HIPAA incidents or significant patient complaints
• Zero critical integration failures

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Selection Criteria for Wave 1 Pilot Locations

Criterion	Why It Matters	Ideal Profile
Readiness Score	Ensures smooth technical implementation	3.5–4.5 composite
Champion Quality	Provides reliable feedback, helps refine training	Score 4–5, Office Manager with >2 years tenure
Call Volume	Enough data for meaningful evaluation	30–60 calls/day
PMS Representation	Tests most common integration scenarios	Include your dominant PMS type
Geographic Diversity	Validates across markets	Different regions if multi-state
Risk Tolerance	Location can absorb early issues	Stable team, not facing other major changes

⚠️ Pilot Location Red Flags (Avoid These)

• Office Manager vacancy or <6 months tenure
• Planned provider departures
• Ongoing renovation or major equipment upgrades
• Recent acquisition (still integrating into DSO)
• History of technology implementation failures

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Timeline Per Wave with Buffers

Wave 1 (Pilot): Weeks 3–8 (6 weeks)
├── Preparation: Weeks 3–4
├── Parallel Run: Weeks 5–6
├── Independent Operation: Weeks 7–8
└── Buffer + Lessons Learned: 1 week (Week 9)

Wave 2: Weeks 10–14 (5 weeks)
├── Preparation + Training: Weeks 10–11
├── Parallel Run: Week 12
├── Independent Operation: Weeks 13–14
└── Buffer + Optimization: 1 week (Week 15)

Wave 3: Weeks 16–20 (5 weeks)
├── Preparation + Training: Weeks 16–17
├── Parallel Run: Week 18
├── Independent Operation: Weeks 19–20
└── Buffer + Optimization: 1 week (Week 21)

Wave 4+: Continue pattern until complete

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Go/No-Go Criteria Between Waves

Green Light (Proceed to Next Wave): ☐ All technical integrations stable for >7 days ☐ Call handling rate >80% (aim for >85%) ☐ Zero critical issues open ☐ Staff satisfaction >3.0/5 (aim for >3.5/5) ☐ Champion confirms readiness to support additional locations ☐ No HIPAA incidents ☐ Patient complaint rate not elevated vs. baseline

Yellow Light (Proceed with Caution):

• Call handling rate 70–80%
• 1–2 moderate issues being actively resolved
• Staff satisfaction 2.5–3.0/5
• Minor integration instabilities (non-blocking)

Action: 🟣 Executive decision required. May proceed with reduced wave size or extended buffer.

Red Light (Pause Rollout):

• Call handling rate <70%
• Critical issue unresolved
• Staff satisfaction <2.5/5 or active resistance
• HIPAA incident occurred
• Integration instability affecting patient care

Action: 🟣 Pause rollout. Root cause analysis required. Resume only after remediation and executive approval.

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Rollback Plan

Rollback Triggers:

• Critical system failure lasting >4 hours
• HIPAA breach or significant compliance concern
• Patient safety issue
• Staff unanimous refusal to continue
• 🟣 Executive decision to pause

Rollback Procedure:

Step	Action	Owner	Timeline
1	Activate rollback decision	VP Operations + IT Director	Immediate
2	🔵 Notify vendor and request emergency support	IT Director	Within 1 hour
3	Revert phone routing to pre-implementation configuration	IT + Phone Vendor	Within 2 hours
4	Notify affected location Office Managers	Regional Manager	Within 2 hours
5	Staff resume manual call handling	Office Manager	Immediate upon routing change
6	Conduct root cause analysis	IT Director + Vendor	Within 24 hours
7	🟣 Brief executive team	VP Operations	Within 24 hours
8	Document lessons learned	Project Manager	Within 48 hours
9	🟣 Define remediation plan and revised timeline	VP Operations	Within 1 week

Isolation Protocol (Single Location Rollback Without Affecting Others):

• Each location has independent phone routing that can be reverted individually
• Other locations continue normal operation
• Failed location returns to queue for next available wave after remediation

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Most Common)

Prerequisites: ☐ Dentrix G7 or higher (G6.2+ supported with limitations) ☐ Dentrix API license active ☐ Server hosting Dentrix must be accessible during integration ☐ Admin credentials for Dentrix

Integration Steps:

Step	Action	Time Est.	Owner
1	🔵 Request Dentrix integration package from RevenueWell	15 min	IT Director
2	Install Dentrix API bridge on local server	30 min	Local IT/Champion
3	🔵 Configure API authentication with vendor	30 min	IT + Vendor
4	Map appointment types between RevenueWell and Dentrix	1 hour	Office Manager + Vendor
5	Map provider schedules and availability rules	1 hour	Office Manager
6	Configure operatory assignments if applicable	30 min	Office Manager
7	Test read operations (patient lookup, schedule query)	30 min	IT + Vendor
8	⚠️ Test write operations (appointment creation) in test mode	1 hour	IT + Office Manager
9	Verify sync accuracy (schedule matches between systems)	30 min	Office Manager
10	🔵 Complete integration certification with vendor	30 min	Vendor

Eaglesoft Integration

Prerequisites: ☐ Eaglesoft 21 or higher ☐ Patterson Technology Center access ☐ Admin credentials for Eaglesoft

Integration Steps:

Step	Action	Time Est.	Owner
1	🔵 Initiate Patterson integration request through RevenueWell	15 min	IT Director
2	Complete Patterson authorization forms	30 min	Office Manager
3	🔵 Patterson enables API access (may require 3–5 business days)	N/A	Vendor
4	Install integration connector	30 min	Local IT
5	Map appointment types and providers	1.5 hours	Office Manager + Vendor
6	⚠️ Test in sandbox mode	1 hour	IT + Office Manager
7	Validate bi-directional sync	30 min	Office Manager
8	🔵 Complete integration certification	30 min	Vendor

Open Dental Integration

Prerequisites: ☐ Open Dental 22.1 or higher (recommend latest stable) ☐ Open Dental API module enabled ☐ MySQL database accessible

Integration Steps:

Step	Action	Time Est.	Owner
1	Enable API module in Open Dental	15 min	Office Manager
2	Generate API keys for RevenueWell	15 min	Office Manager
3	🔵 Provide API credentials to vendor	15 min	IT Director
4	🔵 Vendor configures connection	30 min	Vendor
5	Map operatories, providers, and appointment types	1 hour	Office Manager + Vendor
6	Test read/write operations	45 min	IT + Office Manager
7	⚠️ Verify appointment creation flows to correct operatory/provider	30 min	Office Manager
8	🔵 Complete integration certification	30 min	Vendor

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Phone System Integration

VoIP Systems (Most Common)

Steps for SIP-Based Routing:

Step	Action	Time Est.	Owner
1	Document current phone tree and call routing	1 hour	Office Manager
2	🔵 Obtain SIP credentials from RevenueWell	15 min	Vendor
3	Configure SIP trunk in phone system	30 min	IT + Phone Vendor
4	Create call routing rule: Inbound → AI Receptionist	30 min	IT
5	Configure fallback routing (AI unavailable → front desk)	15 min	IT
6	Test inbound call routing	30 min	IT + Office Manager
7	⚠️ Test after-hours routing	15 min	IT
8	Test transfer-to-human functionality	15 min	Office Manager
9	Document final configuration	30 min	IT

Legacy PBX Systems

Additional Steps Required: ☐ 🔵 Order analog-to-VoIP gateway (vendor can recommend) ☐ Install gateway on-site (may require technician visit) ☐ Configure gateway to interface with PBX ☐ Additional testing cycles likely required

Timeline Impact: Add 1–2 weeks for legacy system locations

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Test Environment Setup

Validation Checklist

PMS Integration Testing: ☐ Patient lookup returns correct information ☐ Schedule query shows accurate availability ☐ Appointment creation places appointment correctly ☐ Appointment modification updates properly ☐ Appointment cancellation removes correctly ☐ ⚠️ Double-booking prevention works ☐ Provider-specific scheduling rules respected ☐ Operatory assignments correct

Phone Integration Testing: ☐ Inbound calls route to AI Receptionist ☐ Call audio quality acceptable (test from cell and landline) ☐ Transfer to front desk functions correctly ☐ Transfer to specific extension functions correctly ☐ After-hours routing activates at correct time ☐ ⚠️ Holiday schedule routing correct ☐ Voicemail fallback works if AI unavailable

AI Conversation Testing: ☐ Schedule new appointment successfully ☐ Reschedule existing appointment successfully ☐ Cancel appointment with appropriate confirmation ☐ Handle insurance inquiry (in-network/out-of-network) ☐ Provide office hours and directions ☐ ⚠️ Gracefully handle requests AI cannot fulfill (transfer to human) ☐ Maintain conversation context across multi-turn interactions ☐ Correctly handle multiple patients calling about different patients (e.g., parent for child)

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Enterprise Configuration

Standardized Configuration Template

Settings to Standardize Centrally (Maintain Consistency):

Setting	Standard Value	Rationale
Greeting script	Standardized with DSO brand	Brand consistency
Appointment type taxonomy	Unified naming convention	Reporting consistency
Escalation triggers	Defined list of phrases/scenarios	Predictable patient experience
Insurance handling language	Legal-reviewed responses	Compliance
HIPAA identity verification protocol	Standardized (e.g., DOB + last 4 of phone)	Compliance
Hold music/messaging	Brand-consistent audio	Patient experience
After-hours behavior	Transfer to central line or take message	Operational efficiency
Sentiment escalation threshold	Set centrally	Quality assurance

Location-Specific Configuration (Allow Local Discretion)

Setting	Allowed Variation	Approval Required
Provider names and schedules	Each location configures own	No
Operating hours	Location-specific	No
Appointment durations	Within defined ranges	No
Insurance plans accepted	Location-specific	No
Directions and parking instructions	Location-specific	No
Spanish/multilingual options	Based on patient population	Regional Manager
Specialty-specific appointment types	Based on services offered	Regional Manager
Provider-specific scheduling preferences	Individual provider input	Office Manager

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Centralized Test Environment Approach

Recommendation: Establish one centralized test environment, not per-location.

Centralized Test Environment Benefits:

• Single environment for IT team to develop expertise
• Consistent