RevenueWell
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
RevenueWell — Implementation Playbook (DSO)
RevenueWell Implementation Playbook
Patient Communication AI Platform for Dental Support Organizations
1. Executive Summary
What RevenueWell Does
RevenueWell is an AI-powered patient communication and engagement platform that automates appointment reminders, recall campaigns, two-way texting, reputation management, and patient marketing across your entire DSO footprint. The platform leverages intelligent automation to reduce no-shows, reactivate dormant patients, and streamline front desk workflows through a unified communication hub.
Why DSOs Benefit from AI-Driven Patient Communication at Scale
Standardization Advantage: Patient communication is notoriously inconsistent across locations—some offices text, others call, message timing varies wildly, and brand voice differs from practice to practice. AI-driven communication platforms enforce brand consistency while allowing appropriate local customization, ensuring every patient touchpoint reflects organizational standards.
Data Aggregation Power: With 15–50 locations, you're sitting on massive patient behavior data. RevenueWell aggregates communication patterns, response rates, and engagement metrics across your portfolio, enabling you to identify which messaging strategies work, which locations underperform, and where intervention is needed—insights impossible to capture with fragmented, location-by-location systems.
Operational Leverage: Front desk staff spend 2–3 hours daily on manual outreach. Multiply that by 50 locations and you're looking at 500+ hours of labor per week that can be redirected to higher-value patient interactions. AI automation doesn't just reduce cost—it creates capacity for growth without proportional headcount increases.
Economies of Scale: Enterprise licensing, centralized administration, and shared learning across locations create cost efficiencies unavailable to single practices. Your Wave 1 learnings compound into Wave 3 excellence.
Expected Timeline: Decision to Full Deployment
| Phase | Timeline | Milestone |
|---|---|---|
| Pre-Implementation | Weeks 1–2 | Infrastructure audit, stakeholder alignment, baseline metrics captured |
| Pilot Wave (2–3 locations) | Weeks 3–6 | Full deployment and stabilization at pilot sites |
| Wave 2 (5–8 locations) | Weeks 7–10 | Expanded rollout with refined playbook |
| Wave 3 (Remaining locations) | Weeks 11–16 | Full portfolio deployment |
| Optimization | Weeks 17–24 | ROI validation and workflow refinement |
Total Timeline: 16–24 weeks from signed contract to full deployment across 15–50 locations, depending on portfolio complexity and IT infrastructure variance.
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware Requirements
☐ Front desk workstations: Windows 10/11 or macOS 10.15+, minimum 8GB RAM, modern browser (Chrome, Edge, or Safari) ☐ Network: Minimum 25 Mbps download/10 Mbps upload per location (50/20 recommended for high-volume practices) ☐ Mobile devices for staff app access (iOS 14+ or Android 10+) ☐ Webcam/microphone if using video messaging features
Software Requirements
☐ Practice Management System: Dentrix (G6.2+), Eaglesoft (21+), Open Dental (21.1+), or other supported PMS ☐ Modern web browser (Chrome 90+, Edge 90+, Safari 14+) ☐ Email client access for administrative notifications ☐ SMS capability verification (carrier restrictions in some regions)
Network Requirements
☐ Firewall configuration to allow RevenueWell IP ranges (provided during onboarding) ☐ SSL/TLS 1.2+ encryption capability ☐ Stable internet connection with <100ms latency to RevenueWell servers ☐ VPN compatibility if locations use VPN for PMS access
Integrations Required
☐ PMS database access (read permissions minimum; write for appointment sync) ☐ Patient imaging system (if incorporating imaging reminders) ☐ Payment processing system (if using payment request features) ☐ Website/online scheduling integration (if applicable)
Vendor Onboarding Steps 🔵
| Step | Action | Timeline | Owner |
|---|---|---|---|
| 1 | 🔵 Schedule enterprise kickoff call with RevenueWell implementation team | Day 1–2 | VP of Operations |
| 2 | 🔵 Receive and execute Business Associate Agreement (BAA) | Day 1–3 | Legal/Compliance |
| 3 | 🔵 Obtain dedicated Customer Success Manager assignment | Day 3–5 | RevenueWell |
| 4 | 🔵 Schedule technical discovery call with integration specialists | Day 5–7 | IT Director + RevenueWell |
| 5 | 🔵 Receive enterprise admin portal credentials | Day 7–10 | RevenueWell |
| 6 | 🔵 Establish escalation contacts (Tier 1, 2, 3 support) | Day 7–10 | RevenueWell |
Key Vendor Contacts to Establish
- Customer Success Manager: Your strategic partner for rollout planning
- Technical Implementation Specialist: Integration and configuration support
- Enterprise Support Line: Direct escalation path (not general queue)
- Training Coordinator: Scheduling and materials for train-the-trainer sessions
- Executive Sponsor (Vendor Side): Escalation path for critical issues
Data/Access Prerequisites
Logins and Credentials Required
☐ PMS admin credentials for integration setup (per location or centralized if using cloud PMS) ☐ Administrative access to patient communication preferences database ☐ Access to current patient contact information exports ☐ Social media account credentials (if using reputation management features) ☐ Google Business Profile access (for review management)
API and Technical Access
☐ PMS API keys or ODBC connection strings ☐ Imaging system API access (if applicable) ☐ Payment gateway API credentials (if using payment features) ☐ Website admin access for widget installation
Data Preparation
☐ Export current patient roster with contact information for data validation ☐ Document current appointment types and mapping to RevenueWell categories ☐ Compile current message templates for migration/comparison ☐ Identify patients with communication opt-outs for proper flagging
Internal Stakeholder Alignment 🟣
Stakeholder Alignment Map
| Stakeholder Level | Who | Role in Implementation | Communication Cadence |
|---|---|---|---|
| Board/Investors | Board members, PE partners | 🟣 Approve investment, receive quarterly ROI updates | Quarterly board deck inclusion |
| C-Suite | CEO, COO, CFO, CDO | 🟣 Executive sponsorship, resource allocation, strategic alignment | Bi-weekly steering committee |
| VP of Operations | Primary implementation owner | Day-to-day rollout leadership, wave approval | Daily during active waves |
| Chief Dental Officer | Clinical workflow sign-off | Provider communication approval, clinical staff engagement | Weekly clinical review |
| IT Director | Technical implementation lead | Infrastructure, security, integrations | Daily during implementation |
| Regional Managers | Wave coordination | Location preparation, champion oversight, escalation | Weekly per region |
| Office Managers | Location-level execution | Staff coordination, go-live management, feedback collection | Daily during location rollout |
| Lead Providers | Clinical adoption | Champion identification, peer influence | As needed |
Approval Requirements
| Decision | Approver(s) | Timeline |
|---|---|---|
| 🟣 Vendor contract and BAA | CEO, Legal | Pre-implementation |
| 🟣 Budget allocation for implementation | CFO | Pre-implementation |
| 🟣 Wave 1 location selection | VP Ops + CDO | Week 1 |
| 🟣 Standardized messaging templates | CDO + Marketing | Week 2 |
| 🟣 Wave advancement (go/no-go) | VP Ops | End of each wave |
| 🟣 Full deployment approval | COO | Post-Wave 1 |
Baseline Metrics Capture ⚠️
Critical: Capture these metrics BEFORE go-live. Without baselines, ROI measurement is impossible.
Metrics to Capture at Every Location
| Metric Category | Specific Metrics | Data Source | Capture Method |
|---|---|---|---|
| Appointment Efficiency | No-show rate (% of scheduled appointments) | PMS | 90-day average |
| Same-day cancellation rate | PMS | 90-day average | |
| Confirmation rate (% confirming before appointment) | Current system/manual | 90-day average | |
| Patient Reactivation | Recall completion rate | PMS | 12-month analysis |
| Dormant patients (no visit 18+ months) | PMS | Point-in-time count | |
| Reactivated patients per month | PMS | 6-month average | |
| Front Desk Productivity | Time spent on outbound calls (hours/day) | Time study or estimate | 1-week sample |
| Time spent on appointment confirmations | Time study | 1-week sample | |
| Inbound call volume | Phone system | 90-day average | |
| Patient Acquisition | New patient inquiries per month | Various | 6-month average |
| New patient conversion rate | PMS | 6-month average | |
| Online review volume and rating | Google/Yelp | Current snapshot | |
| Revenue Impact | Production per patient | PMS | 12-month average |
| Case acceptance rate | PMS | 6-month average | |
| Outstanding AR days | PMS | Current snapshot |
Standardization Requirements for Cross-Location Comparison
☐ Define consistent calculation methodology for each metric across all locations ☐ Document any location-specific anomalies (e.g., specialty practices, new locations) ☐ Use identical date ranges for all baseline captures ☐ Store baselines in centralized dashboard (recommend creating a pre-implementation data warehouse) ☐ Assign metric collection to single owner (prevent inconsistent data entry) ☐ Validate data quality—flag locations with missing or suspicious data
Baseline Capture Timeline
| Day | Action |
|---|---|
| Days 1–3 | Define metric definitions and calculation methodology |
| Days 3–5 | Build data collection templates |
| Days 5–10 | Collect baseline data from all locations |
| Days 10–12 | Validate data quality, address gaps |
| Days 12–14 | Finalize baseline report, distribute to stakeholders |
Enterprise-Level Requirements
Network Standards Across Locations
☐ Document network variability across portfolio (speeds, ISPs, reliability) ☐ Identify locations requiring network upgrades before deployment ☐ Establish minimum network standards for RevenueWell deployment ☐ Create network remediation plan for below-standard locations
Hosting Model Decision 🟣
| Model | Pros | Cons | Recommendation |
|---|---|---|---|
| Centralized Hosting | Single admin console, unified reporting, easier compliance | Requires robust connectivity at all locations | ✅ Recommended for DSOs |
| Location-Level Hosting | Location independence, simpler initial setup | Fragmented data, harder to maintain standards | Not recommended |
☐ 🟣 Confirm centralized hosting model with RevenueWell enterprise team
Single Sign-On (SSO) Requirements
☐ Determine SSO provider (Okta, Azure AD, Google Workspace) ☐ 🔵 Confirm RevenueWell SSO compatibility with your provider ☐ Plan SSO integration timeline (typically adds 1–2 weeks) ☐ Define user provisioning/deprovisioning workflows
Centralized Credentialing
☐ Establish role-based access control (RBAC) structure ☐ Define permission levels: Enterprise Admin, Regional Admin, Location Admin, User ☐ Create user provisioning workflow for new hires ☐ Establish offboarding workflow for terminated employees ☐ Document credential management in IT security policy
3. Location Readiness Assessment
Scoring Framework
Score each location 1–5 on the following factors, where 1 = Low Readiness and 5 = High Readiness.
Factor 1: IT Infrastructure Maturity (Weight: 25%)
| Score | Criteria |
|---|---|
| 5 | Fiber internet, 100+ Mbps, hardware <2 years old, latest PMS version, IT support on-site or same-day |
| 4 | Cable internet 50+ Mbps, hardware <3 years old, recent PMS version, IT support next-day |
| 3 | Internet 25+ Mbps, hardware <5 years old, supported PMS version, IT support within 48 hours |
| 2 | Internet 10–25 Mbps, aging hardware, older PMS version requiring updates, remote IT only |
| 1 | Unreliable internet, outdated hardware, unsupported or heavily customized PMS, no IT support |
Assessment Questions:
- What is the current internet speed and reliability? (Run speed tests at multiple times)
- When was hardware last refreshed?
- What PMS version is installed?
- What is the typical IT support response time?
Factor 2: Staff Tenure and Adaptability (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | Low turnover (<15% annually), history of successful tech adoptions, staff expresses enthusiasm for tools |
| 4 | Moderate turnover (15–25%), some tech adoption success, generally positive attitude |
| 3 | Average turnover (25–35%), mixed tech adoption history, neutral attitude |
| 2 | Higher turnover (35–50%), struggled with past tech changes, some resistance anticipated |
| 1 | High turnover (>50%), failed tech implementations, active resistance to change |
Assessment Questions:
- What is the 12-month turnover rate at this location?
- How did the last major technology change go? (Examples: new PMS, new phone system)
- How does the office manager describe staff comfort with technology?
Factor 3: Patient Volume (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | 50–80 patients/day—high impact potential with manageable complexity |
| 4 | 80–100 patients/day—high impact, moderate complexity |
| 3 | 30–50 patients/day—moderate impact, lower complexity |
| 2 | 100+ patients/day—highest impact but significant risk during transition |
| 1 | <30 patients/day—limited impact, may not justify early investment |
Note: Highest volume is not highest score. Optimal pilot locations balance impact with manageable risk.
Assessment Questions:
- What is average daily patient volume?
- What is the busiest day/time? (Avoid go-live during peak periods)
- What is the mix of new vs. recall patients?
Factor 4: Existing Tech Stack Compatibility (Weight: 20%)
| Score | Criteria |
|---|---|
| 5 | PMS with proven RevenueWell integration, no conflicting communication tools, clean data |
| 4 | Compatible PMS, minor conflicting tools (can be disabled), mostly clean data |
| 3 | Compatible PMS, some integration complexity, data quality concerns |
| 2 | Older PMS version requiring updates, multiple conflicting tools, significant data cleanup needed |
| 1 | Incompatible or unsupported PMS, deeply embedded conflicting tools, major data issues |
Assessment Questions:
- What PMS version is in use?
- What existing patient communication tools are in place? (Will they be replaced or run parallel?)
- How clean is the patient data? (Valid phone numbers, email addresses, opt-out flags)
Factor 5: Local Champion Availability (Weight: 15%)
| Score | Criteria |
|---|---|
| 5 | Identified tech-forward office manager or provider, enthusiastic, available, strong peer influence |
| 4 | Willing champion identified, moderately tech-savvy, reasonable availability |
| 3 | Potential champion identified but needs development, limited tech background |
| 2 | No obvious champion, office manager overextended, providers disengaged from operations |
| 1 | Active resistance from leadership, no viable champion candidate |
Assessment Questions:
- Who is the most tech-forward person at this location?
- Is the office manager willing and able to own this rollout locally?
- Do any providers show interest in operational improvements?
Scoring Calculation
Composite Score Formula:
Composite = (IT × 0.25) + (Staff × 0.20) + (Volume × 0.20) + (Tech Stack × 0.20) + (Champion × 0.15)
Maximum Possible Score: 5.0
Location Classification and Rollout Sequencing
| Composite Score | Classification | Rollout Wave | Rationale |
|---|---|---|---|
| 4.5–5.0 | Tier 1: Early Adopter | Wave 1 (Pilot) | High success probability, generate quick wins and learnings |
| 3.5–4.4 | Tier 2: Fast Follower | Wave 2 | Apply Wave 1 learnings, still relatively straightforward |
| 2.5–3.4 | Tier 3: Supported Rollout | Wave 3 | Requires additional support, benefit from mature playbook |
| 1.5–2.4 | Tier 4: Remediation First | Wave 4 or Deferred | Address infrastructure/staff issues before deployment |
| <1.5 | Tier 5: Special Case | Custom Plan | Requires executive decision on investment vs. exclusion |
Sample Readiness Assessment Matrix
| Location | IT (×0.25) | Staff (×0.20) | Volume (×0.20) | Tech (×0.20) | Champion (×0.15) | Composite | Wave |
|---|---|---|---|---|---|---|---|
| Downtown Main | 5 (1.25) | 4 (0.80) | 5 (1.00) | 5 (1.00) | 5 (0.75) | 4.80 | Wave 1 |
| Suburban West | 4 (1.00) | 4 (0.80) | 4 (0.80) | 4 (0.80) | 4 (0.60) | 4.00 | Wave 1 |
| Metro East | 3 (0.75) | 3 (0.60) | 4 (0.80) | 4 (0.80) | 3 (0.45) | 3.40 | Wave 2 |
| Rural North | 2 (0.50) | 3 (0.60) | 2 (0.40) | 3 (0.60) | 2 (0.30) | 2.40 | Wave 4 |
Recommended Actions by Tier
Tier 1 Locations (Wave 1)
- Prioritize for pilot
- Use as training ground for implementation team
- Document everything for playbook refinement
Tier 2 Locations (Wave 2)
- Schedule infrastructure audits 2 weeks before wave start
- Pre-identify any remediation needed
- Assign regional manager oversight
Tier 3 Locations (Wave 3)
- Build extra support time into timeline
- Consider sending experienced champions from Wave 1 locations to assist
- Plan for higher vendor support utilization
Tier 4 Locations (Wave 4/Deferred)
- 🟣 Executive decision required: invest in remediation or exclude from initial deployment
- Create remediation plan with timeline
- Re-score after remediation complete
4. Rollout Strategy
Wave Structure Recommendation
For a 15–50 location DSO, the following wave structure balances learning velocity with deployment speed:
| Wave | Locations | Duration | Buffer | Cumulative Timeline |
|---|---|---|---|---|
| Wave 1 (Pilot) | 2–3 locations | 3 weeks | 1 week | Weeks 3–7 |
| Wave 2 | 5–8 locations | 3 weeks | 1 week | Weeks 8–12 |
| Wave 3 | 8–15 locations | 3 weeks | 1 week | Weeks 13–17 |
| Wave 4 (if needed) | Remaining + Tier 4 | 3 weeks | — | Weeks 18–21 |
Wave 1 Pilot Location Selection Criteria
Select 2–3 locations that are:
Required Criteria: ☐ Composite readiness score ≥4.5 ☐ No major infrastructure remediation needed ☐ Identified and committed local champion ☐ Office manager tenure >12 months ☐ Stable staffing (no planned turnover)
Preferred Criteria: ☐ Representative of broader portfolio (mix of urban/suburban, size, specialty mix) ☐ Geographic proximity to implementation team or regional manager (enables on-site support) ☐ Willing provider leadership (ideally a provider who will advocate to peers) ☐ Not highest-volume location (avoid maximum risk during learning phase)
⚠️ Common Failure Point: Selecting flagship or highest-revenue location for pilot. The pressure to succeed is too high and any issues are amplified. Choose high-readiness, moderate-visibility locations.
Wave 1 Timeline (Weeks 3–7)
| Week | Phase | Activities |
|---|---|---|
| Week 3 | Configuration | 🔵 Integration setup, PMS connection, initial configuration |
| Week 4 | Training | Train-the-trainer sessions, local champion certification |
| Week 5 | Soft Launch | Go-live with limited features (appointment reminders only) |
| Week 6 | Full Activation | Enable all features, monitor closely |
| Week 7 | Buffer/Learning | Document issues, refine playbook, prepare Wave 2 |
Go/No-Go Criteria for Wave Advancement
Criteria to Advance to Next Wave 🟣
Quantitative Thresholds: ☐ ≥90% of scheduled messages delivered successfully ☐ PMS sync error rate <2% ☐ No unresolved critical integration issues ☐ Staff training completion rate = 100% ☐ Patient opt-out rate <5% (indicating message quality)
Qualitative Assessment: ☐ Local champions report confidence in managing system ☐ No significant workflow disruptions ☐ Patient feedback neutral-to-positive ☐ Front desk reports time savings (even if modest initially)
Operational Readiness: ☐ Wave 1 learnings documented and incorporated into playbook ☐ Wave 2 locations confirmed ready (infrastructure, champions identified) ☐ Support capacity available for expanded deployment
Criteria to Pause Deployment
If ANY of the following occur, pause and assess:
- Critical integration failure affecting patient data integrity
10% patient opt-out rate
- Staff refusal to use system at any location
- HIPAA compliance concern identified
- Vendor unable to resolve Tier 1 issues within SLA
Rollback Plan ⚠️
If a wave fails, execute the following rollback procedure:
Immediate Actions (Within 24 Hours)
- 🟣 VP of Operations makes pause decision
- Disable automated messaging at affected location(s)
- Revert to manual communication workflows
- Notify vendor Customer Success Manager
- Communicate to affected location staff: "We're pausing to address issues"
Assessment Phase (Days 2–5)
- Document all issues encountered
- 🔵 Conduct root cause analysis with vendor
- Determine if issues are:
- Location-specific (proceed with other locations, remediate this one)
- Systemic (pause all waves until resolved)
- Vendor-related (escalate, demand resolution timeline)
Re-Launch Criteria
☐ Root cause identified and resolved ☐ Resolution verified in test environment ☐ Staff confidence restored (may require re-training) ☐ 🟣 Executive sign-off on resumption
Protection for Unaffected Locations
- Wave failures should NOT cascade to locations not yet deployed
- Maintain location isolation until issues are understood
- Communicate transparently with locations awaiting deployment: "We're being careful to ensure your rollout goes smoothly"
5. Configuration & Integration (Weeks 2–3)
Practice Management System Integration
Dentrix Integration (G6.2+)
Pre-Integration Checklist: ☐ Verify Dentrix version (minimum G6.2, G7 recommended) ☐ Confirm Dentrix server is accessible from workstation running RevenueWell connector ☐ Obtain Dentrix database credentials (typically requires Dentrix support) ☐ Verify Dentrix API license (may require separate purchase from Henry Schein)
Integration Steps:
- 🔵 Receive RevenueWell Dentrix connector from vendor (Day 1)
- Install connector on Dentrix server or designated workstation (Day 1–2)
- Configure database connection using Dentrix credentials (Day 2)
- 🔵 RevenueWell performs initial data sync and validation (Day 2–3)
- Verify appointment types mapping (Day 3)
- Test bidirectional sync: appointment changes in Dentrix reflect in RevenueWell (Day 3)
- ⚠️ Validate patient contact information sync accuracy (spot-check 20 records) (Day 4)
- Configure provider schedules and location hours (Day 4)
Common Issues:
| Issue | Solution |
|---|---|
| Database connection timeout | Check firewall settings, ensure Dentrix server allows external connections |
| Missing patient phone numbers | Dentrix stores multiple phone fields; verify correct field mapping |
| Appointment type mismatch | Create mapping table between Dentrix codes and RevenueWell categories |
Eaglesoft Integration (21+)
Pre-Integration Checklist: ☐ Verify Eaglesoft version (minimum 21, latest version recommended) ☐ Confirm Eaglesoft server accessibility ☐ Obtain database connection credentials ☐ Verify Patterson API license status
Integration Steps:
- 🔵 Receive RevenueWell Eaglesoft connector (Day 1)
- Install connector service on Eaglesoft server (Day 1–2)
- Configure ODBC connection to Eaglesoft database (Day 2)
- 🔵 Execute initial patient and appointment sync (Day 2–3)
- Map procedure codes to RevenueWell treatment categories (Day 3)
- Configure real-time sync frequency (recommend every 5 minutes) (Day 3)
- ⚠️ Test appointment creation/modification sync (Day 4)
- Verify provider schedule integration (Day 4)
Open Dental Integration (21.1+)
Pre-Integration Checklist: ☐ Verify Open Dental version (minimum 21.1) ☐ Enable Open Dental API access in program settings ☐ Generate API key from Open Dental (Setup → Program Links → API) ☐ Whitelist RevenueWell IP addresses if using cloud Open Dental
Integration Steps:
- 🔵 Receive API credentials from RevenueWell (Day 1)
- Enter RevenueWell as Program Link in Open Dental (Day 1)
- Configure API key and endpoint in RevenueWell admin console (Day 2)
- 🔵 Test initial API connection (Day 2)
- Configure data sync parameters (patient, appointment, provider) (Day 2–3)
- Map Open Dental appointment types to RevenueWell categories (Day 3)
- Test real-time webhook notifications for appointment changes (Day 3)
- ⚠️ Verify two-way communication: test message responses updating Open Dental (Day 4)
Clinical System Integration (If Applicable)
If integrating RevenueWell with imaging or clinical systems (for appointment-type-specific messaging):
Imaging System Integration: ☐ Confirm imaging system compatibility (check with RevenueWell for supported systems) ☐ 🔵 Request integration documentation from vendor ☐ Configure imaging appointment flags for specialized reminders ☐ Test imaging appointment reminder workflows
Treatment Planning Integration: ☐ Configure treatment reminder triggers (incomplete treatment follow-up) ☐ Map treatment codes to appropriate message templates ☐ Test treatment reminder delivery and timing
Test Environment Setup
Recommended Approach for DSOs: Centralized Test Environment
☐ 🔵 Request dedicated test tenant from RevenueWell (not production) ☐ Populate test environment with sample data from one representative location ☐ Configure test PMS connection (use a non-production database clone if possible) ☐ Establish test phone numbers for message delivery verification ☐ Create test patient records with team member contact info for end-to-end testing
Validation Checklist
Data Integrity Testing: ☐ Patient demographic sync accuracy (name, DOB, contact info) ☐ Appointment sync accuracy (date, time, provider, type) ☐ Provider schedule accuracy ☐ Patient communication preferences respected (opt-outs)
Message Delivery Testing: ☐ SMS delivery to test numbers ☐ Email delivery to test addresses ☐ Voice message delivery (if applicable) ☐ Message timing accuracy (sends at configured time)
Workflow Testing: ☐ Appointment confirmation flow (patient confirms → PMS updated) ☐ Appointment rescheduling request flow ☐ Two-way messaging (patient response routing) ☐ Recall reminder sequence
Edge Case Testing: ☐ Multiple appointments same day → correct messaging ☐ Appointment cancellation → message sequence stops ☐ Patient opt-out → no further messages ☐ Invalid phone number handling
Data Migration and Historical Ingestion
Patient Data Migration
Data to Migrate: ☐ Patient demographic information (from PMS—typically automatic via integration) ☐ Patient communication preferences and opt-outs (requires explicit mapping) ☐ Historical appointment data (typically 12–24 months for recall optimization)
Migration Steps:
- Export communication preferences from legacy system (if any)
- 🔵 Work with RevenueWell to format opt-out list for import
- Verify opt-out import accuracy (critical for TCPA compliance)
- ⚠️ Do NOT migrate old message templates—start fresh with RevenueWell best practices
Historical Data Ingestion
What to Ingest: ☐ 12–24 months of appointment history (enables recall optimization) ☐ Patient last-visit dates (for dormant patient identification) ☐ Treatment history summary (for treatment reminder segmentation)
⚠️ Common Failure Point: Rushing data migration. Poor data quality in = poor results out. Budget adequate time for data validation.
Security and HIPAA Compliance Verification
Enterprise-Level HIPAA Checklist
Business Associate Agreement: ☐ 🟣 BAA executed with RevenueWell before ANY patient data transmission ☐ BAA reviewed by legal counsel ☐ BAA covers all entities in DSO structure ☐ BAA renewal/review timeline documented
Data Governance: ☐ Document what patient data RevenueWell accesses ☐ Document where patient data is stored (RevenueWell data centers) ☐ Confirm data encryption at rest and in transit ☐ Verify data retention policies align with organizational policies ☐ Document data deletion procedures (for patient requests)
Access Controls: ☐ Implement role-based access control (RBAC) ☐ Enforce strong password requirements ☐ Enable SSO with MFA (multi-factor authentication) ☐ Create audit log review procedures ☐ Document user provisioning/deprovisioning workflows
Security Verification: ☐ 🔵 Request RevenueWell SOC 2 Type II report ☐ Review most recent penetration test results (if available) ☐ Verify RevenueWell's incident response procedures ☐ Confirm breach notification procedures
Compliance Training: ☐ Ensure all staff with RevenueWell access complete HIP
AI-generated implementation guide based on public vendor information. Verify specifics directly with RevenueWell.