SureSmile — Implementation Playbook (DSO)

SureSmile Implementation Playbook for DSOs

A Strategic Guide to Enterprise Deployment of AI-Powered Orthodontic Treatment Planning

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1. Executive Summary

What SureSmile Does

SureSmile is an AI-powered orthodontic treatment planning and clear aligner system that uses advanced 3D imaging, proprietary algorithms, and robotic wire-bending technology to create precise, customized treatment plans. The platform digitizes the entire orthodontic workflow—from initial scan capture through treatment simulation, aligner fabrication, and progress monitoring—enabling predictable outcomes and reduced chair time.

Why DSOs Benefit from AI-Powered Treatment Planning at Scale

DSOs operating orthodontic services across 15–50 locations face unique challenges that SureSmile specifically addresses:

Standardization Advantage: Treatment planning variability across providers creates inconsistent patient outcomes and complicates quality assurance. SureSmile's algorithmic approach establishes a clinical baseline that normalizes treatment quality regardless of which provider or location delivers care.

Data Aggregation Power: With enterprise deployment, DSOs gain unprecedented visibility into treatment patterns, case complexity distribution, and outcome metrics across all locations. This data enables evidence-based clinical protocol refinement and identifies high-performing providers whose techniques can be replicated organization-wide.

Operational Leverage: Centralized case management allows DSOs to route complex treatment planning to specialized orthodontists while enabling general dentists to deliver straightforward aligner cases, maximizing provider utilization and expanding orthodontic service capacity without proportional headcount increases.

Margin Enhancement: Reduced remakes, fewer refinement aligners, and decreased emergency visits compound across locations to materially impact EBITDA—typically 15–25% improvement in orthodontic case profitability at mature deployment.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Technical readiness, stakeholder alignment, baseline metrics
Wave 1 Pilot (2–3 locations)	Weeks 3–6	Controlled deployment, workflow validation
Wave 2 Expansion (5–8 locations)	Weeks 7–12	Scaled rollout with refined playbook
Wave 3 Full Deployment (remaining locations)	Weeks 13–20	Organization-wide adoption
Optimization	Weeks 21–32	Performance tuning, ROI validation

Total Timeline: 6–8 months for full deployment across 15–50 locations, assuming no major infrastructure gaps.

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

Technical Requirements

Hardware Requirements per Location

☐ Intraoral scanner (iTero Element, 3Shape TRIOS, or Carestream CS 3600 recommended) — verify SureSmile compatibility matrix ⚠️ ☐ Workstation specifications:

• Minimum: Intel i7 (8th gen+), 16GB RAM, dedicated GPU (NVIDIA GTX 1060+), SSD storage
• Recommended: Intel i9/Xeon, 32GB RAM, NVIDIA RTX 3060+, NVMe SSD ☐ Dual monitors (minimum 24", 1920x1080) for treatment planning visualization ☐ Operatory chairside display for patient presentation ☐ High-resolution dental camera for progress photos (optional but recommended)

Network Requirements

☐ Minimum 50 Mbps upload/download per location (100+ Mbps recommended for 3D file transfers) ⚠️ ☐ Latency under 50ms to SureSmile cloud servers ☐ Dedicated VLAN for clinical systems (recommended) ☐ Firewall exceptions documented for SureSmile endpoints

Software Requirements

☐ Windows 10/11 Pro (64-bit) — confirm no legacy Windows 7 systems ☐ Latest scanner software version installed ☐ Browser requirements: Chrome (preferred) or Edge, current version ☐ PDF reader for treatment documentation ☐ Current PMS version (see integration requirements below)

Estimated Time: 3–5 days for infrastructure audit across all locations

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Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Determine hosting model:

• Centralized cloud (recommended): All locations connect to SureSmile cloud; data aggregation enabled by default
• Hybrid: On-premise processing for large scans, cloud for treatment planning ☐ Document network topology for each location—identify locations with non-standard configurations ☐ VPN requirements for remote access to treatment planning (for after-hours work or centralized orthodontists)

Identity & Access Management

☐ 🔵 Confirm SureSmile supports your SSO provider (Okta, Azure AD, OneLogin—contact vendor) ☐ Define role-based access control (RBAC) matrix:

• Orthodontist: Full treatment planning, approval authority
• General Dentist: Case initiation, limited planning modifications
• Treatment Coordinator: View-only planning, patient communication tools
• Office Manager: Reporting, case status tracking
• Regional Manager: Multi-location dashboards
• Central Admin: System configuration, user provisioning ☐ Establish centralized credentialing process for provider accounts ☐ Document license model: per-provider vs. per-location vs. enterprise agreement

Estimated Time: 2–3 days for enterprise architecture decisions

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Vendor Onboarding Steps

Step	Owner	Vendor Contact Needed	Timeline
☐ Execute enterprise license agreement	Legal/Procurement	🔵 Account Executive	Week 1, Days 1–3
☐ Assign dedicated Customer Success Manager	Vendor	🔵 CSM assignment	Week 1, Day 3
☐ Schedule enterprise kickoff call	Project Lead	🔵 CSM + Technical Lead	Week 1, Day 4
☐ Obtain sandbox/test environment credentials	IT	🔵 Technical Support	Week 1, Day 5
☐ Review enterprise SLA and support tiers	Operations	🔵 Account Executive	Week 1
☐ Establish escalation contacts (Tier 1, 2, 3)	IT	🔵 Support Manager	Week 1
☐ Confirm training resource allocation from vendor	Training Lead	🔵 Training Specialist	Week 2

Key Vendor Contacts to Establish

• Account Executive: Contract amendments, expansion, pricing
• Customer Success Manager: Ongoing relationship, QBRs, escalations
• Technical Implementation Lead: Integration, configuration, go-live support
• Training Specialist: Certification programs, materials, train-the-trainer
• Support Hotline: Day-to-day technical issues (obtain direct line, not general queue)

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Data/Access Prerequisites

☐ Compile list of all intraoral scanner serial numbers and software versions ☐ Document PMS version and module configuration per location ☐ 🔵 Request API documentation and credentials from SureSmile ☐ Verify imaging archive access (existing CBCT, panoramic, cephalometric libraries) ☐ Export sample patient data set (de-identified) for integration testing ☐ Confirm BAA is executed with SureSmile before any PHI transfer ⚠️ ☐ Audit current user accounts across clinical systems—prepare provisioning list

Estimated Time: 2–3 days

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Internal Stakeholder Alignment

Stakeholder Alignment Map

Stakeholder Level	Who	Role in Implementation	Communication Cadence
Board/Investors	🟣 Board members, PE sponsors	Approval of capital expenditure, strategic alignment	Monthly written update
C-Suite	CEO, CFO, CDO, VP Operations	Executive sponsorship, resource allocation, go/no-go authority	Weekly status brief
Regional Managers	Regional Directors, Area Managers	Cascade rollout plan, manage location-level execution	Twice-weekly calls during rollout
Location Office Managers	Office Managers, Practice Administrators	Day-to-day implementation, staff coordination	Daily during go-live week
Clinical Providers	Orthodontists, General Dentists	Clinical adoption, workflow compliance, feedback	Pre-training, go-live, weekly check-ins
Support Staff	Treatment Coordinators, Front Desk, Billing	Process changes, patient communication	Training + daily huddles

Approval Gates Required

☐ 🟣 Capital expenditure approval (hardware, licensing, implementation services) ☐ 🟣 CDO sign-off on clinical workflow changes ☐ 🟣 CFO sign-off on ROI projections and measurement framework ☐ 🟣 IT leadership sign-off on security assessment ☐ Regional Manager acknowledgment of rollout responsibilities

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Baseline Metrics Capture ⚠️

Critical: Without consistent baseline measurement, ROI validation is impossible. Standardize metric definitions and collection methods across ALL locations before proceeding.

Clinical Metrics (per location, trailing 90 days)

Metric	Definition	Collection Source	Target Locations
☐ Ortho case acceptance rate	Cases started ÷ cases presented	PMS, manual tracking	All
☐ Average treatment planning time	Hours from scan to final plan approval	Manual stopwatch study (sample 10 cases)	Pilot locations
☐ Treatment duration (months)	Average time to completion by case type	PMS case records	All
☐ Refinement rate	% of cases requiring refinement aligners	Aligner orders, PMS	All
☐ Remake rate	% of aligners remade due to fit/quality issues	Aligner orders	All
☐ Patient NPS for ortho cases	Net Promoter Score, ortho-specific if available	Survey platform	All (if tracked)

Operational Metrics (per location, trailing 90 days)

Metric	Definition	Collection Source
☐ Ortho revenue per location	Total orthodontic collections	PMS/accounting
☐ Ortho case volume	Number of active cases	PMS
☐ Chair time per ortho appointment	Average appointment duration	Scheduling data
☐ Emergency ortho visits	Unscheduled visits for ortho patients	PMS
☐ Provider utilization (ortho chairs)	% of ortho chair capacity booked	Scheduling data

Financial Metrics (enterprise level)

Metric	Definition	Collection Source
☐ Ortho gross margin	Revenue minus lab/aligner costs	Accounting
☐ Average case fee	Mean revenue per started case	PMS
☐ Lab/aligner cost per case	Average external costs	AP records

Standardization Protocol

☐ Create metric definition document with exact calculation formulas ☐ Assign data collection owner per location (Office Manager recommended) ☐ Provide standardized spreadsheet template for capture ☐ Set deadline for baseline submission: Week 2, Day 5 ☐ Central team validates submissions for consistency ☐ Store baseline data in central repository for ROI comparison

Estimated Time: 5–7 days for complete baseline capture

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3. Location Readiness Assessment

Scoring Framework

Score each factor 1–5 per location. Total possible: 25 points.

Factor 1: IT Infrastructure Maturity (1–5)

Score	Criteria
1	Network under 25 Mbps, hardware 5+ years old, PMS multiple versions behind
2	Network 25–50 Mbps, hardware 3–5 years old, PMS 1–2 versions behind
3	Network 50–75 Mbps, hardware 2–3 years old, PMS current or 1 version behind
4	Network 75–100 Mbps, hardware under 2 years, PMS current, existing scanner
5	Network 100+ Mbps, latest hardware, PMS current, scanner SureSmile-compatible, CBCT on-site

Factor 2: Staff Tenure & Adaptability (1–5)

Score	Criteria
1	Annual turnover 50%+, no prior tech implementations, resistance to change documented
2	Annual turnover 30–50%, limited tech comfort, minimal training history
3	Annual turnover 20–30%, average tech adoption, participated in prior implementations
4	Annual turnover 10–20%, strong tech comfort, proactive about new tools
5	Annual turnover under 10%, tech-forward culture, staff actively requests innovation

Factor 3: Patient Volume (1–5)

Score	Criteria	Impact Note
1	Under 50 ortho cases/year	Low impact, but safe for testing
2	50–100 ortho cases/year	Moderate impact, lower risk
3	100–200 ortho cases/year	Good balance of impact and manageability
4	200–300 ortho cases/year	High impact, moderate risk
5	300+ ortho cases/year	Maximum impact, highest risk

Note on Volume: Higher scores indicate higher potential impact but also higher implementation risk. For Wave 1 pilots, locations scoring 2–3 on this factor are often ideal.

Factor 4: Existing Tech Stack Compatibility (1–5)

Score	Criteria
1	PMS not on supported list, no intraoral scanner, no digital imaging
2	PMS on supported list but outdated, scanner not SureSmile-compatible
3	PMS current, scanner compatible but older model, basic digital imaging
4	PMS current with API enabled, scanner current gen, digital workflow established
5	Full digital ecosystem: latest PMS, compatible scanner, CBCT, digital patient communication

Factor 5: Local Champion Availability (1–5)

Score	Criteria
1	No identifiable champion, leadership turnover, low engagement
2	Potential champion identified but not confirmed, limited capacity
3	Champion identified and willing, moderate tech comfort
4	Strong champion committed, tech-savvy provider or experienced OM
5	Multiple champions available, orthodontist on staff committed to leading adoption

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Composite Readiness Score Calculation

Location	IT Infra	Staff	Volume	Tech Stack	Champion	Total	Tier
Example Location A	4	3	3	4	5	19	Tier 1
Example Location B	3	2	4	3	3	15	Tier 2
Example Location C	2	2	5	2	2	13	Tier 3

Tiering Thresholds

• Tier 1 (Score 20–25): Wave 1 candidates — high readiness, minimal intervention needed
• Tier 2 (Score 15–19): Wave 2 candidates — moderate readiness, targeted preparation required
• Tier 3 (Score 10–14): Wave 3 candidates — significant preparation needed, benefit from lessons learned
• Tier 4 (Score below 10): Hold for infrastructure investment — do not include in initial rollout

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Recommended Rollout Sequence

Wave 1 Selection Criteria (2–3 locations)

Select locations that meet ALL of the following: ☐ Tier 1 composite score (20+) ☐ Volume score of 2–3 (not highest volume to manage risk) ☐ Champion score of 4–5 (strong advocate in place) ☐ Geographic diversity (if multi-region, select one per region) ☐ Representative case mix (variety of aligner complexity levels)

Wave 2 Selection Criteria (5–8 locations)

☐ Tier 1 or Tier 2 composite score (15+) ☐ Any targeted infrastructure upgrades completed during Wave 1 ☐ Champion identified and participating in Wave 1 observation

Wave 3 Selection Criteria (remaining locations)

☐ Tier 2 or Tier 3 composite score ☐ Infrastructure gaps addressed based on Wave 1–2 learnings ☐ Champions trained through train-the-trainer cascade

Estimated Time for Assessment: 3–5 days across all locations

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4. Rollout Strategy

Wave Structure Overview

Wave	Locations	Duration	Primary Goal
Wave 1: Pilot	2–3 locations	4 weeks	Validate workflows, identify issues, refine playbook
Wave 2: Expansion	5–8 locations	6 weeks	Scale with confidence, train champions at scale
Wave 3: Full Deployment	Remaining locations	6–8 weeks	Organization-wide adoption

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Wave 1: Pilot Phase (Weeks 3–6)

Location Selection Criteria

☐ 🟣 Final pilot location selection approved by CDO and VP Operations ☐ Confirm champion availability for dedicated time during pilot ☐ Validate no planned PTO, construction, or major events during pilot period ☐ Ensure location has representative case complexity for enterprise

Timeline

Week 3: Setup & Configuration

• Days 1–2: Hardware verification, network testing
• Days 3–4: 🔵 SureSmile software installation, integration with PMS/scanner
• Day 5: Test environment validation with sample cases

Week 4: Training & Shadow Launch

• Days 1–2: 🔵 Provider training (on-site or virtual with vendor)
• Days 3–4: Staff training (champion-led with vendor support)
• Day 5: Shadow launch—process real cases through new system alongside existing workflow

Week 5: Controlled Go-Live

• Full go-live for new ortho starts
• Daily check-ins with central team
• 🔵 Vendor support on-call

Week 6: Stabilization & Learning Capture

• Address any workflow gaps
• Document lessons learned
• Update playbook for Wave 2
• Champion debrief session

Go/No-Go Criteria to Advance to Wave 2

Criterion	Threshold	Status
System uptime during pilot	99%+	☐
Cases successfully processed	10+ complete treatment plans	☐
Provider satisfaction (survey)	3.5/5 or higher	☐
Staff able to complete workflows unassisted	80%+ of tasks	☐
No critical integration failures	Zero data loss or sync failures	☐
Baseline metrics trackable in new system	Confirmed reporting capability	☐

All criteria must be met to advance. 🟣 CDO and VP Operations sign-off required.

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Wave 2: Expansion Phase (Weeks 7–12)

Timeline per Location Cohort

Deploy 2–3 locations per 2-week cycle:

Week	Activities
Weeks 7–8	Locations 4–6 go-live
Weeks 9–10	Locations 7–9 go-live
Weeks 11–12	Locations 10–11 go-live + stabilization

Wave 2 Adjustments from Wave 1

☐ Update training materials based on pilot feedback ☐ Pre-deploy any hardware upgrades identified as necessary ☐ Champions from Wave 1 locations shadow Wave 2 go-lives ☐ Refine support escalation based on pilot issue patterns

Buffer Protocol

• Minimum 5 business days between location cohort go-lives
• If a location fails go-live, do not proceed with next cohort until resolved
• Central team capacity: maximum 3 concurrent go-lives

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Wave 3: Full Deployment (Weeks 13–20)

Approach

• Larger cohorts (4–6 locations per 2-week cycle)
• Champion network fully operational—vendor involvement minimal
• Central team shifts to monitoring and exception handling
• Focus on consistency and velocity

Final Locations (Tier 3/4)

☐ Pre-wave infrastructure remediation complete ☐ Additional training time budgeted ☐ Dedicated vendor support scheduled if complexity warrants

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Rollback Plan ⚠️

If a wave experiences critical failure (defined as: system unavailable 24+ hours, data integrity issue, or provider safety concern):

Immediate Actions (Within 4 hours)

☐ Location champion notifies Regional Manager and central IT ☐ Document failure mode and affected cases ☐ 🔵 Escalate to vendor Tier 2 support

Rollback Decision (Within 24 hours)

☐ 🟣 VP Operations and CDO assess severity ☐ If critical: pause wave, revert to manual/previous workflow at affected location ☐ Patient cases in progress: complete manually, document for later migration

Recovery Protocol

☐ Root cause analysis within 5 business days ☐ Vendor remediation plan required before resuming ☐ Re-validate at failed location before broader rollout continues ☐ Communicate delay to downstream locations

Rollback Communication Template

"[Location Name] has paused SureSmile go-live due to [brief description]. Patient care is not affected—[alternative workflow] is in place. We expect resolution by [date]. Next scheduled go-lives are delayed pending our review. Updates will follow within 48 hours."

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Enterprise Integration

Step	Owner	Time	Notes
☐ Verify Dentrix version (G7.4+ required)	IT	30 min	Earlier versions require upgrade first ⚠️
☐ Enable API access in Dentrix	IT	1 hr	Admin → System Settings → Integrations
☐ 🔵 Request API credentials from SureSmile	Vendor	1–2 days	Submit ticket with practice IDs
☐ Configure patient demographic sync	IT + Vendor	2 hrs	Test with sample patients
☐ Map procedure codes (D8xxx series)	Billing Lead	2 hrs	Match to SureSmile treatment categories
☐ Enable automatic appointment creation	IT	1 hr	Optional but recommended
☐ Test end-to-end case creation	Champion	2 hrs	New patient → scan → treatment plan → PMS update

Eaglesoft Integration

Step	Owner	Time	Notes
☐ Verify Eaglesoft version (21.0+)	IT	30 min
☐ Install Patterson integration module	IT	1 hr	🔵 Vendor provides installer
☐ Configure HL7 interface settings	IT + Vendor	3 hrs	Network port configuration required
☐ Map patient identifiers	IT	1 hr	Ensure MRN consistency
☐ Test bidirectional sync	IT	2 hrs	Verify updates flow both directions ⚠️

Open Dental Integration

Step	Owner	Time	Notes
☐ Verify Open Dental version (22.1+)	IT	30 min
☐ Enable API in Open Dental (Setup → Program Links)	IT	30 min
☐ Generate API key	IT	15 min
☐ 🔵 Configure SureSmile connection with API key	Vendor	1 hr	Vendor portal configuration
☐ Map procedure codes	Billing Lead	2 hrs
☐ Test patient data flow	IT	2 hrs

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Imaging System Integration

iTero Scanner Integration

Step	Owner	Time
☐ Update iTero software to latest version	IT	1 hr
☐ 🔵 Link iTero account to SureSmile	Vendor	1 hr
☐ Configure auto-upload for orthodontic scans	Champion	30 min
☐ Test scan → treatment planning workflow	Provider	1 hr
☐ Verify 3D model quality meets SureSmile specs	Provider	Per-case review

3Shape TRIOS Integration

Step	Owner	Time
☐ Confirm TRIOS software version (21.1+)	IT	30 min
☐ Enable SureSmile export option in TRIOS	IT	30 min
☐ 🔵 Configure clinic credentials in 3Shape Communicate	Vendor	1 hr
☐ Test STL export workflow	Provider	1 hr
☐ Validate model accuracy	Provider	Per-case review

CBCT Integration (if applicable)

Step	Owner	Time
☐ Verify DICOM export capability	IT	30 min
☐ Configure DICOM storage path	IT	1 hr
☐ 🔵 Set up SureSmile CBCT ingestion	Vendor	2 hrs
☐ Test CBCT + intraoral scan fusion	Provider	2 hrs

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Test Environment Setup

☐ 🔵 Request sandbox environment credentials from SureSmile ☐ Create test patient records (minimum 5) with varied case complexity ☐ Simulate full workflow: scan capture → upload → treatment plan → approval → fabrication order ☐ Test integration touchpoints:

• Patient demographics pull from PMS ☐
• Treatment plan push to PMS ☐
• Appointment creation ☐
• Photo attachment ☐ ☐ Document any integration gaps or workarounds ☐ Obtain provider sign-off on test cases before production go-live

Validation Checklist

Test Case	Expected Result	Pass/Fail
New patient scan upload	Appears in SureSmile within 5 min	☐
Treatment plan generation	AI-generated plan ready within 24 hrs	☐
Provider plan modification	Changes saved, version controlled	☐
Plan approval	Status updates in PMS	☐
Aligner order submission	Order confirmed, tracking available	☐
Progress scan comparison	Before/after overlay renders correctly	☐

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Enterprise Configuration Standards

Standardized Configuration Template ⚠️

Settings that MUST be identical across all locations:

Setting Category	Specific Setting	Standardized Value	Rationale
Clinical Defaults	Interproximal reduction limits	[CDO to define]	Clinical safety
Clinical Defaults	Attachment placement protocols	[CDO to define]	Outcome consistency
Clinical Defaults	Default overcorrection percentages	[CDO to define]	Evidence-based practice
Workflow	Plan approval authority levels	Provider + Regional QA	Quality control
Workflow	Case escalation triggers	Complexity score 7+	Specialist routing
Reporting	Metrics collected	[Per baseline list]	Cross-location comparison
Branding	Patient-facing materials	Enterprise templates	Brand consistency
Integrations	PMS field mapping	[Per integration spec]	Data integrity

Location-Specific Configuration

Settings that CAN vary per location:

Setting	Why Variable	Governance
Provider preferences (movement speed, etc.)	Clinical judgment	Provider documents rationale
Appointment duration defaults	Chair time varies	Office Manager sets based on volume
Photo capture requirements	Equipment varies	Minimum standard enforced
Working hours / case submission cutoffs	Time zones, schedules	Office Manager sets
Specialty case routing	Available specialists	Regional Manager configures

Centralized Test Environment

Recommended Approach: Centralized test environment for initial validation, with lightweight per-location smoke testing before go-live.

☐ Central test environment maintained by IT for integration testing and new version validation ☐ Per-location testing: 2–3 test cases during setup week to confirm local configuration ☐ Do not use production patient data in test environment ⚠️

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Security and HIPAA Compliance

Enterprise HIPAA Checklist

Requirement	Evidence Needed	Owner	Status
☐ Business Associate Agreement executed	Signed BAA	Legal	⚠️ Required before ANY PHI
☐ SOC 2 Type II report reviewed	Current audit report	IT Security
☐ Data encryption at rest	Vendor attestation (AES-256)	IT Security
☐ Data encryption in transit	TLS 1.3 confirmed	IT Security
☐ Access control documentation	RBAC matrix implemented	IT
☐ Audit logging enabled	Logs accessible for 7 years	IT
☐ Data residency confirmed	US-based servers (or compliant)	IT Security
☐ Incident response plan	Vendor breach notification SLA	Legal + IT
☐ Minimum necessary access enforced	Role-based permissions active	IT
☐ Workforce training documented	SureSmile added to HIPAA training	Compliance

Data Governance

☐ 🟣 Define data ownership (enterprise owns patient data, vendor is processor) ☐ Document data retention policy (align with state requirements) ☐ Establish data export/portability process ☐ Define de-identification standards for analytics use

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location requires ONE designated champion. Ideal characteristics:

☐ Tenure: 2+ years at location ☐ Role: Treatment Coordinator, Office Manager, or tech-forward provider ☐ Tech comfort: Successfully adopted previous tools (PMS, scanners) ☐ Influence: Respected by peers, can drive adoption ☐ Availability: Can dedicate 4–6 hours/week during rollout ☐ Commitment: Willing to own ongoing training for new hires

Champion Responsibilities

Phase	Champion Activity	Time Commitment
Pre-launch	Complete certification training	4–6 hours
Pre-launch	Prepare location-specific materials	2 hours
Go-live week	Lead staff training sessions	4–6 hours
Go-live week	Serve as first line of support	Ongoing
Post-launch	Conduct new hire training	1–2 hrs per hire
Ongoing	Attend monthly champion network calls	1 hr/month

Champion Certification Program

☐ 🔵 Enroll champions in SureSmile Champion Certification (vendor-provided) ☐ Certification includes:

• Full platform training (4 hours)
• Adult learning principles (1 hour)
• Train-the-trainer methodology (1 hour)
• Practice delivery with feedback (1 hour) ☐ Champions must pass certification quiz (80%+ score) ☐ Certification valid for 12 months; annual recertification required

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Standardized Training Materials

Materials Created Centrally

Material	Format	Owner	Distribution
Platform overview video	15-min video	Central Training	LMS
Role-specific workflow guides	PDF	Central Training	Print + digital
Day 1 cheat sheets