Swell — Implementation Playbook (DSO)

Swell Patient Communication Platform

DSO Implementation Playbook

Prepared for: VPs of Operations, Chief Dental Officers, and Regional Managers Organization Size: 15–50 Locations Tool Category: Patient Communication AI Version: 1.0

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1. Executive Summary

What Swell Does

Swell is an AI-powered patient communication platform that automates two-way texting, review generation, appointment reminders, recall campaigns, and reputation management across multiple locations from a unified dashboard. The platform uses intelligent automation to engage patients at optimal touchpoints throughout their care journey while providing centralized visibility into communication performance across your entire portfolio.

Why DSOs Benefit from AI-Powered Patient Communication at Scale

Standardization Advantage: Patient communication is notoriously inconsistent across locations—some offices excel at recall, others at reviews, most at neither. Swell enables you to deploy proven communication workflows uniformly across all 15–50 locations, eliminating the "best practice lottery" that occurs when each office develops its own approach.

Data Aggregation Value: With centralized reporting, you gain portfolio-wide visibility into response rates, no-show trends, review velocity, and patient sentiment. This transforms patient communication from an operational black box into a measurable, improvable system. You can identify which locations are underperforming, benchmark against your own portfolio averages, and correlate communication patterns with production metrics.

Scale Economics: The marginal cost of deploying sophisticated communication automation to your 30th location is near-zero once the first five are configured. Unlike hiring additional front desk staff at each location, AI-powered communication scales without linear cost increases.

Competitive Differentiation: In markets where patients comparison-shop dentists via Google reviews, a systematic approach to review generation creates compounding advantages. A DSO running Swell across 40 locations can generate thousands of new reviews annually—a reputation moat that independent practices cannot replicate.

Expected Timeline: Decision to Full Deployment

Phase	Duration	Milestone
Pre-Implementation	Weeks 1–2	Technical requirements validated, baseline metrics captured
Wave 1 Pilot (2–3 locations)	Weeks 3–5	Core configuration complete, pilot locations live
Wave 2 Expansion (5–8 locations)	Weeks 6–9	Scaled deployment, refined playbook
Wave 3+ Full Rollout	Weeks 10–16	All locations live
Optimization	Weeks 17–20	ROI assessment, workflow refinements

Total Timeline: 16–20 weeks from signed contract to full deployment across all locations, assuming standard complexity. Organizations with significant PMS variation across locations or complex IT governance should add 4–6 weeks.

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

Technical Requirements

Hardware Requirements

☐ Workstations at each location with current web browser (Chrome, Edge, or Safari—latest two versions) ☐ Minimum 10 Mbps upload/download internet speed per location (verify with speed tests at peak hours) ☐ Mobile devices for providers/staff who will use the Swell mobile app (iOS 14+ or Android 10+)

Software Requirements

☐ Practice Management System compatibility verified (see Integration section for supported PMS list) ☐ Browser extensions disabled that may interfere with web applications (ad blockers, VPNs) ☐ Local firewall rules allow outbound HTTPS traffic to Swell domains

Network Requirements

☐ ⚠️ Static IP addresses documented per location (some integrations require IP whitelisting) ☐ Guest/patient WiFi segregated from operational network ☐ DNS configuration allows external SaaS platform access

Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Document network architecture variation across portfolio—identify locations on legacy infrastructure ☐ Standardize minimum bandwidth requirements in IT policy (recommend 25 Mbps for Swell + other cloud tools) ☐ Verify VPN/SD-WAN compatibility if locations route traffic through central hub

Hosting Architecture Decision

☐ 🟣 Decision Required: Centralized administration with location-level user access (recommended) vs. fully siloed location instances ☐ Document multi-tenant configuration requirements with Swell

Identity Management

☐ 🔵 Confirm SSO compatibility (Swell supports SAML 2.0 for enterprise SSO) ☐ Map SSO provider (Okta, Azure AD, Google Workspace) to Swell configuration requirements ☐ Define user provisioning workflow—manual vs. SCIM automated provisioning ☐ 🟣 Decision Required: Centralized user administration vs. location-level admin rights

Centralized Credentialing

☐ Create master user role template (Admin, Location Manager, Provider, Staff) ☐ Define permission sets per role ☐ Document approval workflow for new user creation

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Vendor Onboarding Steps

Key Contacts to Establish

Role	Purpose	Contact By
🔵 Implementation Manager	Primary point of contact during deployment	Day 1
🔵 Technical Integration Specialist	PMS and API configuration	Week 1
🔵 Customer Success Manager	Long-term relationship, optimization	Week 2
🔵 Enterprise Support Line	Escalation path for critical issues	Week 1
🔵 Executive Sponsor (Vendor Side)	Escalation for contractual/strategic issues	Week 1

Onboarding Actions

☐ 🔵 Schedule kickoff call with Swell implementation team (60–90 minutes) ☐ 🔵 Receive and review enterprise onboarding documentation ☐ 🔵 Confirm SLA terms and support tier included in contract ☐ 🔵 Establish shared project management channel (Slack, Teams, or vendor portal) ☐ 🔵 Receive sandbox/test environment credentials

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Data/Access Prerequisites

Per-Location Requirements

☐ PMS admin credentials (read/write access for integration) ☐ API keys or integration tokens if applicable (Open Dental API key, Dentrix G7 integration credentials) ☐ Historical patient data access permissions documented ☐ Phone numbers to be ported or assigned for texting (one per location recommended)

Enterprise-Level Data Requirements

☐ Complete location master list with: Location ID, Name, Address, PMS type/version, Primary contact, Phone number ☐ Organizational hierarchy mapped (regions, districts, individual locations) ☐ Data governance approval for PHI transmission to cloud platform ☐ 🔵 Business Associate Agreement (BAA) executed with Swell ☐ Data retention policy aligned with Swell's data handling practices

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Stakeholder Alignment Map

Board/Investors

Stakeholder	Communication Need	Timing	Owner
Board of Directors	Strategic rationale, expected ROI, risk mitigation	Pre-decision, quarterly updates	CEO/CDO
Private Equity Sponsor	Investment thesis alignment, EBITDA impact projections	Pre-decision	CFO

C-Suite

Stakeholder	Communication Need	Timing	Owner
🟣 CEO	Final approval, resource allocation	Week 1	Project Lead
🟣 Chief Dental Officer	Clinical workflow impact, provider adoption strategy	Week 1	Project Lead
🟣 CFO	Budget approval, ROI tracking methodology	Week 1	Project Lead
CIO/IT Director	Technical architecture, security review	Week 1–2	Project Lead
VP of Operations	Implementation ownership, resource commitment	Week 1	CDO/CEO

Regional/Operational Leadership

Stakeholder	Communication Need	Timing	Owner
Regional Managers	Rollout timeline for their regions, resource requirements, success metrics	Week 2	VP of Operations
Area Managers	Location selection rationale, champion identification	Week 2	Regional Managers

Location Level

Stakeholder	Communication Need	Timing	Owner
Office Managers	Detailed implementation plan, training schedule, workflow changes	Week 2–3 (per wave)	Regional Manager
Lead Dentists/Providers	Clinical workflow impact, time commitment, benefits	Week 2–3 (per wave)	CDO or Regional Clinical Director
Front Desk Staff	Day-to-day workflow changes, training preview	Week before go-live	Office Manager

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Baseline Metrics Capture

⚠️ Critical: Standardized Measurement Protocol

Before deploying Swell, capture these metrics using identical measurement methodology across all locations. Inconsistent baseline measurement is the #1 cause of failed ROI analysis.

Metric Capture Checklist

Patient Communication Metrics

☐ Average response time to patient inquiries (measure: time from patient text/call to staff response)

• Source: Manual time study or existing phone system data
• Capture period: 2-week sample

☐ Patient recall success rate (measure: % of recall attempts that result in scheduled appointment)

• Source: PMS recall report
• Capture period: Previous 90 days

☐ Appointment confirmation rate (measure: % of appointments confirmed by patient before day-of)

• Source: Manual count or existing reminder system
• Capture period: Previous 30 days

☐ No-show rate (measure: % of scheduled appointments where patient did not arrive)

• Source: PMS production report
• Capture period: Previous 90 days

Reputation Metrics

☐ Current Google review count per location

• Source: Google Business Profile
• Capture date: Day of baseline capture

☐ Current Google star rating per location

• Source: Google Business Profile
• Capture date: Day of baseline capture

☐ Monthly review velocity (new reviews per month)

• Source: Google Business Profile review history
• Capture period: Previous 6 months averaged

Operational Efficiency Metrics

☐ Front desk phone call volume (calls per day per location)

• Source: Phone system reports or manual log
• Capture period: 1-week sample

☐ Front desk FTE hours spent on communication tasks (estimate)

• Source: Staff survey or time study
• Capture period: Estimated weekly hours

☐ Patient reactivation rate (% of inactive patients successfully reactivated per quarter)

• Source: PMS patient status reports
• Capture period: Previous quarter

Standardization Requirements for Cross-Location Comparison

☐ 🟣 Approve standardized metric definitions document ☐ Create metric capture template (spreadsheet) distributed to all locations ☐ Assign Regional Managers to verify data accuracy before submission ☐ Establish central repository for baseline data (recommend shared drive or BI tool) ☐ ⚠️ Set hard deadline for baseline capture completion: 72 hours before Wave 1 go-live

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3. Location Readiness Assessment

Scoring Framework

Rate each location 1–5 on the following factors. Total possible score: 25 points.

Factor 1: IT Infrastructure Maturity (1–5)

Score	Criteria
5	Fiber internet (100+ Mbps), hardware <2 years old, current PMS version, no known IT issues
4	Reliable broadband (50+ Mbps), hardware <3 years old, PMS within 1 version of current
3	Adequate broadband (25+ Mbps), hardware <5 years old, PMS supported version
2	Inconsistent connectivity or aging hardware, PMS version 2+ behind current
1	Frequent IT issues, outdated hardware, unsupported PMS version

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

Score	Criteria
5	Stable team (turnover <15%), history of successful tech adoption, team-wide enthusiasm
4	Low turnover (<25%), successful recent tech implementation, generally positive attitude
3	Moderate turnover (25–40%), mixed tech adoption history, neutral attitude
2	High turnover (40–60%), some tech adoption struggles, passive resistance likely
1	Very high turnover (>60%), failed tech implementations in past, active resistance expected

Factor 3: Patient Volume (1–5)

Score	Criteria	Note
5	High volume (40+ patients/day) with operational stability	High impact AND manageable
4	High volume with minor operational challenges	High impact, moderate risk
3	Medium volume (25–40 patients/day)	Moderate impact, moderate risk
2	Low volume (<25 patients/day) OR high volume with significant operational chaos	Lower impact OR higher risk
1	Very low volume OR crisis-mode operations	Not recommended for early waves

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

Score	Criteria
5	PMS with documented Swell integration, no conflicting communication tools, clean data
4	Supported PMS, minimal conflicting tools (can be disabled), good data quality
3	Supported PMS, some integration complexity, moderate data cleanup needed
2	PMS requires workaround integration, significant conflicting tools, data quality concerns
1	Unsupported PMS or major integration barriers

Factor 5: Local Champion Availability (1–5)

Score	Criteria
5	Identified tech-forward Office Manager or Provider, eager to lead, proven track record
4	Office Manager or Provider willing to champion, has bandwidth, moderate tech comfort
3	Potential champion identified but needs development or has limited bandwidth
2	No obvious champion, Office Manager overloaded but willing
1	No viable champion identified, leadership vacuum at location

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Location Scoring Template

Location	IT Infrastructure	Staff Adaptability	Patient Volume	Tech Compatibility	Local Champion	Total Score
[Location A]	/5	/5	/5	/5	/5	/25
[Location B]	/5	/5	/5	/5	/5	/25

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Rollout Sequence Recommendations

Score Interpretation

Total Score	Readiness Tier	Recommended Wave
22–25	Tier 1: High Readiness	Wave 1 (Pilot candidates)
18–21	Tier 2: Good Readiness	Wave 2
14–17	Tier 3: Moderate Readiness	Wave 3
10–13	Tier 4: Low Readiness	Wave 4 (or remediation required)
<10	Tier 5: Not Ready	Defer until remediation complete

Wave 1 Pilot Selection Criteria

From your Tier 1 locations, select 2–3 for Wave 1 that also meet these criteria:

☐ Geographic/Demographic Diversity: Pilots should represent different markets in your portfolio (urban/suburban, different regions, varied patient demographics)

☐ PMS Diversity: If possible, include locations on different PMS platforms to validate all integration paths

☐ Manageable Risk: Avoid locations that are mission-critical to quarterly revenue targets or in the middle of other major initiatives

☐ Executive Visibility: At least one pilot should be easily visitable by C-suite for observation

☐ ⚠️ Avoid "Trophy" Locations: Your highest-performing location is not ideal for pilot—if something goes wrong, the downside is magnified. Choose strong-but-not-flagship locations.

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4. Rollout Strategy

Wave Structure Recommendation

For a DSO with 15–50 locations, we recommend the following wave structure:

Recommended Wave Architecture

Wave	Locations	Duration	Cumulative % Deployed
Wave 1 (Pilot)	2–3	3 weeks	5–8%
Wave 2	5–8	3 weeks	20–25%
Wave 3	8–12	3 weeks	45–55%
Wave 4	Remaining	3–4 weeks	100%

Total Duration: 12–16 weeks for full deployment

Buffer Period Between Waves

Recommended Buffer: 1 week minimum between waves

Buffer Activities:

• Collect structured feedback from previous wave locations
• Document unexpected issues and resolutions
• Update configuration templates based on learnings
• Refine training materials
• Brief next-wave champions
• Go/No-go decision meeting

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Go/No-Go Criteria for Wave Advancement

🟣 Go/No-Go Decision Authority

Decision	Authority	Escalation Path
Wave 2 Launch	VP of Operations	CDO → CEO if disagreement
Wave 3 Launch	Regional Manager	VP of Operations if threshold criteria not met
Wave 4+ Launch	Regional Manager	VP of Operations for exceptions

Quantitative Go Criteria (All Must Be Met)

Criterion	Threshold	Source
Previous wave locations live and functional	100%	System status check
Critical defects from previous wave resolved	100%	Issue tracker
Staff training completion rate	>90%	Training log
Patient-facing message delivery rate	>95%	Swell dashboard
Integration uptime (PMS sync)	>99%	Integration logs

Qualitative Go Criteria (Majority Must Be Met)

Criterion	Assessment Method
Champion confidence to support without central daily oversight	Champion self-assessment + Regional Manager evaluation
Patient feedback on new communication acceptable	Review of any patient complaints or praise
Staff feedback constructive (not crisis-level)	Pulse survey or champion report
No material workflow disruptions unresolved	Champion report

⚠️ Automatic No-Go Triggers

The following issues require pause and remediation before proceeding:

• Integration failure causing data sync errors affecting patient records
• HIPAA/PHI incident related to implementation
• Staff walkout or resignation citing implementation stress
• Patient complaints formally logged (3+ in a single location during wave)
• Vendor unresponsive to critical support tickets (>24 hours)

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Rollback Plan

Rollback Triggers

• Critical integration failure unresolvable within 48 hours
• HIPAA breach requiring system isolation
• Vendor advises system instability
• 🟣 Executive decision based on risk assessment

Rollback Procedure

Step	Action	Owner	Duration
1	🟣 Declare rollback decision	VP of Operations	Immediate
2	Notify affected location champions	Regional Manager	1 hour
3	🔵 Engage Swell support for coordinated deactivation	Central IT	1 hour
4	Disable patient-facing messaging (pause campaigns)	Swell + IT	2 hours
5	Revert front desk to pre-Swell workflows	Office Manager	Same day
6	Document incident and root cause	Central IT + Vendor	48 hours
7	Communicate to staff and next-wave locations	Regional Manager	24 hours

Containment Strategy

• Rollback can be executed per-location without affecting other locations
• Wave already-deployed locations continue operating unless systemic issue discovered
• Next wave pauses until root cause resolved and preventive measures confirmed

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

🔵 Dentrix Integration (Estimated Time: 2–4 hours per location)

Prerequisites: ☐ Dentrix G6 or later (G7+ recommended) ☐ Local admin access to Dentrix server ☐ Swell Dentrix Connector software downloaded from Swell portal

Step-by-Step Configuration:

1. ☐ 🔵 Download Swell Dentrix Connector from vendor portal
2. ☐ Install connector on Dentrix server (requires server restart—schedule after hours)
3. ☐ Configure connector with location-specific API credentials (provided by Swell)
4. ☐ 🔵 Verify bidirectional sync: patient data pulling into Swell, appointment data syncing
5. ☐ ⚠️ Test phone number matching—Dentrix formatting must match Swell requirements
6. ☐ Enable specific data sync options (appointments, patient demographics, recall lists)
7. ☐ Run test message to staff mobile number to verify SMS delivery
8. ☐ Document any Dentrix customizations that may affect sync (custom fields, appointment types)

🔵 Eaglesoft Integration (Estimated Time: 2–3 hours per location)

Prerequisites: ☐ Eaglesoft version 21 or later ☐ ePrescribe or equivalent module for API access (verify with vendor) ☐ Admin credentials for Eaglesoft

Step-by-Step Configuration:

1. ☐ 🔵 Request Eaglesoft API credentials from Patterson support (allow 48 hours)
2. ☐ 🔵 Provide Eaglesoft credentials to Swell implementation team
3. ☐ 🔵 Swell configures server-side integration (cloud-based, no local install)
4. ☐ ⚠️ Verify patient phone number format compatibility
5. ☐ Test sync with 24-hour wait period for initial patient database ingestion
6. ☐ Configure appointment types to trigger specific message workflows
7. ☐ Validate recall list sync and test recall campaign on small patient subset

🔵 Open Dental Integration (Estimated Time: 1–2 hours per location)

Prerequisites: ☐ Open Dental version 21.1 or later ☐ Open Dental API key generated (Service Account with appropriate permissions) ☐ eServices enabled in Open Dental

Step-by-Step Configuration:

1. ☐ Generate Open Dental API key in Setup > Advanced Setup > API
2. ☐ 🔵 Provide API key to Swell implementation team
3. ☐ 🔵 Swell configures API connection (typically <1 hour)
4. ☐ Configure data sync parameters (patient demographics, appointments, recall)
5. ☐ ⚠️ Disable conflicting eServices features (native texting, reminders) to avoid duplicate messages
6. ☐ Test message delivery and two-way sync
7. ☐ Configure appointment types and recall types for workflow automation

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Test Environment Setup

Centralized Test Environment (Recommended for DSO)

☐ 🔵 Request dedicated sandbox tenant from Swell (mirrors production configuration) ☐ Configure sandbox with representative data from 2–3 location types ☐ Create test user accounts for central IT, implementation team, and sample champions ☐ Document sandbox URLs, credentials, and refresh schedule

Validation Checklist

Run these tests before any production deployment:

Test	Pass Criteria	Validated By
Patient data sync	Patient records appear in Swell within 15 minutes of PMS entry	IT
Appointment sync	New appointments appear in Swell within 5 minutes	IT
SMS delivery	Test message received on mobile device within 60 seconds	Champion
Two-way messaging	Reply from patient appears in Swell inbox	Champion
Recall campaign	Recall list generates and campaign schedules correctly	Champion
Review request	Review request SMS received and links to correct Google profile	IT
User permissions	Each role sees only permitted features/locations	IT
Reporting	Dashboard displays correct metrics for test location	IT

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Enterprise Configuration Standards

🟣 Standardized Configuration Template

The following settings should be identical across all locations to ensure consistency and simplify management:

Configuration Area	Standardize?	Rationale
Appointment reminder timing (e.g., 48hr, 24hr, 2hr)	✅ Yes	Patient experience consistency
Reminder message templates	✅ Yes	Brand voice, compliance
Review request timing (e.g., 2 hours post-appointment)	✅ Yes	Optimal response rates
Review request message template	✅ Yes	Brand voice
Recall campaign cadence	✅ Yes	Operational consistency
User role definitions and permissions	✅ Yes	Security, compliance
Escalation workflows	✅ Yes	Accountability
Reporting dashboard structure	✅ Yes	Cross-location comparison

Location-Specific Configuration (Allowed Variation)

Configuration Area	Localize?	Rationale
Google Business Profile link	✅ Yes	Location-specific review destination
Office hours for after-hours auto-reply	✅ Yes	Varies by location
Provider names in messaging	✅ Yes	Personalization
Specialty-specific message templates	✅ Yes	Pedo, Ortho, OS may need different tone
Language preferences (Spanish, etc.)	✅ Yes	Market demographics
Local phone number for texting	✅ Yes	Local presence

Configuration Template Document

☐ Create master configuration document capturing all standardized settings ☐ 🟣 Obtain CDO/VP of Operations approval on template ☐ 🔵 Share template with Swell for bulk configuration ☐ Store template in version-controlled location for future reference

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Security and HIPAA Compliance Verification

Enterprise HIPAA Checklist

Item	Status	Owner	Due Date
☐ Business Associate Agreement (BAA) executed		Legal	Week 1
☐ Swell SOC 2 Type II report reviewed		IT/Compliance	Week 1
☐ Data encryption at rest confirmed (AES-256)		IT	Week 1
☐ Data encryption in transit confirmed (TLS 1.2+)		IT	Week 1
☐ Access control policy documented		IT	Week 2
☐ User provisioning/deprovisioning SOP created		IT	Week 2
☐ Audit log access confirmed		Compliance	Week 2
☐ Data retention policy aligned		Compliance	Week 2
☐ Incident response plan updated to include Swell		Compliance	Week 3
☐ Staff training on PHI in patient communication		HR/Compliance	Pre-Go-Live

⚠️ PHI Transmission Guidelines

Document and train staff on what can/cannot be included in patient messages:

Permitted:

• Appointment date/time
• General reminders ("Your appointment is tomorrow")
• Request to call office
• Review request links

⚠️ Prohibited:

• Diagnosis information
• Treatment details
• Financial/payment specifics
• Clinical recommendations
• Any information patient hasn't consented to receive via text

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Identify one champion per location who will be trained centrally and then train their own team. Champions should meet these criteria:

Criterion	Required/Preferred	Notes
Role: Office Manager or Lead Front Desk	Required	Must have operational authority
Tenure at location: 1+ year	Required	Knows local workflows and staff
Tech comfort: Intermediate+	Required	Should be comfortable learning new software
Communication skills	Required	Will train and support peers
Bandwidth available	Required	Must have 5–8 hours for training + ongoing support time
Enthusiastic about improvement	Preferred	Positive attitude is contagious
Respected by clinical staff	Preferred	Easier adoption if providers trust champion

Champion Responsibilities

1. Pre-Launch: Complete centralized champion training (4–6 hours)
2. Training: Deliver role-specific training to all location staff (4–6 hours total)
3. Go-Live: Serve as first-line support for staff questions
4. Week 1: Daily check-ins with Regional Manager
5. Ongoing: Monitor adoption, escalate issues, train new hires

Champion Training Program (Centralized Delivery)

Module	Duration	Format	Content
Platform Overview	60 min	🔵 Live webinar	Core features, navigation, patient journey
Configuration & Settings	45 min	🔵 Live webinar	Location-specific settings, troubleshooting
Workflow Integration	60 min	🔵 Live webinar + sandbox	How Swell fits into daily front desk workflow
Training Delivery Skills	30 min	Internal facilitator	How to train peers, handle resistance
Role-Specific Modules	90 min	🔵 Video + sandbox	Deep dive on front desk, billing, provider modules
Go-Live Preparation	30 min	Internal facilitator	Checklist review, escalation paths

Total Champion Training Time: 5–6 hours

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Role-Specific Training Outlines

Front Desk / Office Manager Training

Estimated Time: 90 minutes Format: Live demo (30 min) + hands-on practice (45 min) + Q&A (15 min) Delivered By: Location Champion

Topics:

1. Dashboard overview and daily workflow
2. Two-way messaging: Sending, receiving, managing conversations
3. Appointment confirmations: What's automated vs. manual
4. Recall campaigns: How to monitor and adjust
5. Review requests: Automatic triggering, monitoring responses
6. Patient search and history
7. After-hours auto-replies and routing
8. Reporting basics

Common Resistance Points:

Concern	Response
"This is more work"	Show time savings from reduced phone calls; quantify after 2 weeks
"Patients prefer phone calls"	Share data on patient text preference (90%+ prefer text for reminders)
"I can't keep up with another inbox"	Demonstrate unified inbox—less fragmented than current state

Day 1 Cheat Sheet: Front Desk

SWELL QUICK REFERENCE - FRONT DESK
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
🔹 LOG IN: [URL] | Use SSO / Your email + password
🔹 INBOX: Click "Messages" - Respond within 30 min during office hours
🔹 SEND MESSAGE: Click patient name → "New Message" → Type → Send
🔹 CONFIRMATIONS: Check "Confirmations" tab each morning - unconfirmed = call
🔹 REVIEWS: Automatic - no action needed unless patient complains
🔹 RECALL: Check "Recall" dashboard weekly - campaigns run automatically
🔹 HELP: Ask [Champion Name] OR call Swell support: [number]
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Dentist/Provider Training

Estimated Time: 30 minutes Format: Brief overview (15 min) + Q&A (15 min) Delivered By: Location Champion or Regional Clinical Director

Topics:

1. What Swell does and why we're implementing it
2. How it affects patient communication before/after appointments
3. Review request process—patients will be asked, no provider action needed
4. What providers WON'T do—no expectation to respond to texts
5. How to route clinical questions