Trojan Professional Services
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Trojan Professional Services — Implementation Playbook (DSO)
Trojan Professional Services Implementation Playbook
Revenue Cycle AI for Dental Support Organizations
1. Executive Summary
What This Tool Does
Trojan Professional Services is a revenue cycle optimization platform that uses AI-driven insurance verification, benefits analysis, and fee schedule management to maximize collections and reduce administrative burden. The system automates insurance eligibility verification, identifies optimal fee schedules, and provides real-time benefits breakdowns to improve case acceptance and accelerate reimbursement.
Why DSOs Specifically Benefit
At scale, revenue cycle inefficiencies compound dramatically. A 2% improvement in collections across 30 locations with average annual revenue of $1.5M each represents $900,000 in recovered revenue annually. DSOs gain three distinct advantages from AI-powered revenue cycle tools:
- Data Aggregation Intelligence: Cross-location data reveals payer behavior patterns, regional fee schedule variations, and denial trends that single practices cannot detect.
- Standardization at Scale: Centralized fee schedule management and verification protocols eliminate location-by-location inconsistencies that leak revenue.
- Administrative Leverage: One centralized team can manage insurance verification for dozens of locations, reducing per-practice overhead by 40-60%.
Expected Timeline
| Phase | Timeline | Milestone |
|---|---|---|
| Decision to Contract | Week 0 | Signed agreement |
| Pre-Implementation | Weeks 1-2 | Technical readiness confirmed |
| Wave 1 Pilot (2-3 locations) | Weeks 3-5 | Pilot locations live |
| Wave 2 (5-8 locations) | Weeks 6-9 | Second cohort live |
| Wave 3+ (remaining locations) | Weeks 10-16 | Full deployment |
| Optimization | Weeks 17-24 | ROI validation complete |
Total timeline from decision to full deployment: 16-20 weeks for a 25-location DSO; add 4-6 weeks for portfolios exceeding 35 locations.
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware
☐ Workstations with minimum 4GB RAM, dual monitors recommended for billing staff (reduces toggling time by 35%) ☐ Stable internet connection: minimum 25 Mbps download/10 Mbps upload per location ☐ Scanner capability for paper EOBs (if applicable)
Software
☐ Supported Practice Management System version:
- Dentrix G6.2 or higher
- Eaglesoft 21.0 or higher
- Open Dental 22.1 or higher
- Other PMS: confirm compatibility with vendor 🔵 ☐ Modern web browser (Chrome, Edge, Firefox — latest two versions) ☐ PDF reader for reports
Network
☐ Firewall allowlist: Trojan server IP ranges (provided during onboarding) 🔵 ☐ Outbound ports 443 (HTTPS) and 8443 open ☐ VPN compatibility confirmed if locations use VPN for PMS access
Vendor Onboarding Steps
| Task | Owner | Timeline | Vendor Required |
|---|---|---|---|
| ☐ Execute BAA and service agreement | Legal/Compliance | Day 1-3 | 🔵 |
| ☐ Receive implementation welcome packet | Project Lead | Day 3 | 🔵 |
| ☐ Schedule kickoff call | Project Lead | Day 3-5 | 🔵 |
| ☐ Assign dedicated implementation manager | Vendor | Day 5 | 🔵 |
| ☐ Establish escalation contacts | Project Lead | Day 5 | 🔵 |
Key Vendor Contacts to Establish
☐ Implementation Manager (primary contact for rollout) ☐ Technical Support (Tier 1 and Tier 2 escalation paths) ☐ Customer Success Manager (post-launch relationship owner) ☐ Emergency/after-hours support line
Data/Access Prerequisites
☐ PMS superuser credentials for integration testing (one per location or centralized if using cloud PMS) ☐ Current fee schedule exports from all locations (CSV or PDF) ☐ Payer mix report from each location (last 12 months) ☐ API keys if PMS supports direct integration (Open Dental API key, Dentrix G7 connector credentials) ☐ Read access to claims history (minimum 6 months) for baseline analysis 🔵
⚠️ Common Failure Point: Locations often lack administrative-level PMS credentials. Start this credential audit in Week 1 to avoid delays.
Enterprise-Level Requirements
Network Standards
🟣 ☐ Decision: Centralized cloud hosting vs. location-level instances
- Recommendation: Centralized hosting for DSOs with homogeneous PMS; hybrid for mixed PMS environments ☐ Network latency requirements: <200ms round-trip to Trojan servers from all locations ☐ Bandwidth allocation: ensure revenue cycle traffic doesn't compete with imaging uploads
Authentication
☐ SSO integration (SAML 2.0 or OAuth 2.0) — confirm Trojan supports your identity provider 🔵 ☐ If no SSO: centralized credentialing process for user provisioning/deprovisioning ☐ Role-based access control mapping (billing manager, billing staff, provider view-only, regional admin)
Data Governance
🟣 ☐ Data residency requirements confirmed (all PHI stored in US-based servers) ☐ Data retention policy aligned with organizational standards ☐ Audit logging enabled for compliance reporting
Stakeholder Alignment Map
| Stakeholder | Role | Alignment Need | Timing |
|---|---|---|---|
| Board/Investors | Approve budget, expect ROI reporting | Budget approval, ROI framework agreement | Week 1 |
| CEO/COO | Executive sponsor | Champion initiative, remove blockers | Week 1 |
| CFO | Financial oversight | Approve fee schedule changes, review ROI metrics | Week 1 |
| Chief Dental Officer | Clinical sign-off | Ensure clinical workflow isn't disrupted | Week 1-2 |
| VP of Operations | Operational lead | Own rollout execution | Week 1 |
| VP of IT | Technical lead | Own infrastructure readiness | Week 1 |
| Regional Managers | Regional execution | Cascade plan to locations, troubleshoot | Week 2 |
| Office Managers | Location execution | Prepare teams, manage local change | Week 2 |
| Revenue Cycle/Billing Director | Process owner | Define standardized workflows | Week 1 |
Baseline Metrics to Capture
⚠️ Critical: Capture these metrics BEFORE go-live from ALL locations using standardized methodology. Without baselines, ROI measurement is impossible.
| Metric | Definition | Source | Capture Method |
|---|---|---|---|
| Claim Denial Rate | % of claims denied on first submission | PMS/Clearinghouse | Pull 90-day report |
| Days in A/R | Average days from service to payment | PMS Aging Report | Pull snapshot |
| Insurance Verification Time | Minutes per patient verification | Time study | Sample 20 patients/location |
| Fee Schedule Accuracy | % of procedures billed at optimal rate | Fee schedule audit | Compare current vs. UCR |
| Collection Rate | Net collections / net production | PMS | Pull 12-month report |
| Case Acceptance Rate | % of presented treatment accepted | PMS | Pull 12-month report |
| Write-off Percentage | Total write-offs / gross production | PMS | Pull 12-month report |
Standardization Protocol for Cross-Location Comparison
🟣 ☐ Define universal metric definitions (document in shared playbook) ☐ Establish single report template for all locations ☐ Set common reporting period (recommend: trailing 90 days) ☐ Assign one analyst to pull/validate all location data to ensure consistency ☐ Store baseline data in centralized repository (suggest: shared drive or BI tool)
3. Location Readiness Assessment
Scoring Framework
Rate each location 1-5 on each factor. Composite score determines rollout wave placement.
Factor 1: IT Infrastructure Maturity
| Score | Criteria |
|---|---|
| 1 | Network <10 Mbps, hardware >7 years old, unsupported PMS version |
| 2 | Network 10-25 Mbps, hardware 5-7 years old, PMS one version behind |
| 3 | Network 25-50 Mbps, hardware 3-5 years old, current PMS version |
| 4 | Network 50-100 Mbps, hardware 1-3 years old, current PMS, one other integration |
| 5 | Network >100 Mbps, hardware <1 year old, current PMS, multiple integrations, IT support on-site |
Factor 2: Staff Tenure and Adaptability
| Score | Criteria |
|---|---|
| 1 | >50% turnover last year, no tech training history, documented resistance to past changes |
| 2 | 30-50% turnover, minimal tech training, mixed reception to past changes |
| 3 | 15-30% turnover, some tech training, neutral reception to changes |
| 4 | <15% turnover, regular tech training, positive reception to past changes |
| 5 | <10% turnover, continuous learning culture, team has championed past tech rollouts |
Factor 3: Patient Volume
| Score | Criteria | Notes |
|---|---|---|
| 1 | <200 patients/month | Low impact, low risk |
| 2 | 200-400 patients/month | Moderate impact |
| 3 | 400-600 patients/month | Good balance of impact and manageability |
| 4 | 600-800 patients/month | High impact, moderate risk |
| 5 | >800 patients/month | Highest impact, highest risk — not recommended for Wave 1 |
Factor 4: Tech Stack Compatibility
| Score | Criteria |
|---|---|
| 1 | Unsupported PMS, no clearinghouse integration, paper-based EOBs |
| 2 | Supported PMS but outdated version, basic clearinghouse |
| 3 | Current PMS version, standard clearinghouse integration |
| 4 | Current PMS, advanced clearinghouse, one other revenue cycle tool |
| 5 | Current PMS, full clearinghouse suite, existing API integrations, proven integration history |
Factor 5: Local Champion Availability
| Score | Criteria |
|---|---|
| 1 | No candidate identified, all staff skeptical of tech |
| 2 | Possible candidate but lacks time or full commitment |
| 3 | Willing champion but limited tech experience |
| 4 | Enthusiastic champion with tech experience and peer influence |
| 5 | Dedicated champion with tech background, leadership skills, and protected time for rollout |
Scoring Calculator
| Location | IT Infra (1-5) | Staff (1-5) | Volume (1-5)* | Tech Stack (1-5) | Champion (1-5) | Composite |
|---|---|---|---|---|---|---|
| Location A | ||||||
| Location B |
*Note: For Wave 1, treat Volume score of 5 as a negative — ideal pilots are 3-4 (meaningful volume without excessive risk).
Weighting (recommended)
- IT Infrastructure: 25%
- Staff Adaptability: 20%
- Patient Volume: 15%
- Tech Stack: 25%
- Champion: 15%
Composite Score Formula: (IT × 0.25) + (Staff × 0.20) + (Volume × 0.15) + (Tech × 0.25) + (Champion × 0.15)
Rollout Wave Recommendations
| Composite Score | Wave Assignment | Rationale |
|---|---|---|
| 4.0 - 5.0 | Wave 1 (Pilot) | High readiness, can absorb early friction |
| 3.0 - 3.9 | Wave 2 | Solid foundation, will benefit from pilot learnings |
| 2.0 - 2.9 | Wave 3 | Needs additional preparation; use buffer time for remediation |
| <2.0 | Remediation Required | Do not deploy until specific factors addressed |
Remediation Actions by Factor
| Low-Scoring Factor | Remediation Action | Owner | Timeline |
|---|---|---|---|
| IT Infrastructure | Hardware upgrade, PMS update, network upgrade | IT | 4-8 weeks |
| Staff Adaptability | Change management workshops, early involvement in pilot observations | HR/Operations | 2-4 weeks |
| Tech Stack | PMS upgrade, clearinghouse migration | IT | 6-12 weeks |
| Champion | Recruit, interview candidates; consider incentive structure | Regional Manager | 2 weeks |
4. Rollout Strategy
Wave Structure
Recommended Model for 25-Location DSO
| Wave | Locations | Criteria | Timeline |
|---|---|---|---|
| Wave 1 (Pilot) | 2-3 locations | Highest readiness scores (4.0+), variety of PMS types represented, geographic diversity, strong champions | Weeks 3-5 |
| Wave 2 | 5-8 locations | Scores 3.5+, apply lessons from Wave 1, include at least one "challenging" location to test playbook robustness | Weeks 6-9 |
| Wave 3 | 8-10 locations | Scores 3.0+, bulk of portfolio | Weeks 10-13 |
| Wave 4 | Remaining locations | All remaining, including remediated locations | Weeks 14-16 |
Wave 1 Selection Criteria (Pilot Locations)
🟣 Select 2-3 locations that meet ALL of the following: ☐ Composite readiness score ≥ 4.0 ☐ Office manager tenure ≥ 2 years ☐ At least one tech-forward provider willing to champion ☐ Representative of broader portfolio (e.g., if DSO has Dentrix and Eaglesoft locations, pilot should include both) ☐ NOT the highest-volume location (avoid maximum stress during learning phase) ☐ NOT a location currently undergoing other major changes (renovation, leadership change) ☐ Regional manager for this location is engaged and available
Timeline Per Wave
| Phase | Duration | Activities |
|---|---|---|
| Pre-Wave Prep | 3 days | Champion briefing, final credential verification, local communication |
| Configuration | 3-5 days | Integration completion, test environment validation |
| Training | 2-3 days | Champion certification, staff training delivery |
| Go-Live | 1 day | Monitored launch |
| Stabilization | 5-7 days | Daily check-ins, rapid issue resolution |
| Buffer | 5-7 days | Lessons captured, playbook updated, next wave prep |
Critical: Do not compress buffer periods. These learning loops are where playbook refinements happen.
Go/No-Go Criteria Between Waves
🟣 Advance to next wave only when ALL criteria met:
| Criterion | Threshold | Measurement |
|---|---|---|
| System Uptime | ≥ 99% during stabilization | Vendor dashboard |
| Staff Confidence | ≥ 80% of staff rate confidence 3+ on 1-5 scale | Pulse survey |
| Critical Issues | Zero unresolved P1 issues | Issue tracker |
| Process Compliance | ≥ 90% of verifications using new workflow | Audit of 20 random patients |
| Champion Certification | 100% of next-wave champions trained | Training tracker |
| Baseline Metrics Captured | 100% of next-wave locations | Data repository |
Rollback Plan
If a wave fails go/no-go criteria:
- Pause: No new locations begin implementation
- Assess: Within 48 hours, categorize issues:
- Technical (vendor-dependent)
- Process (training gap)
- Environmental (location-specific)
- Communicate: Regional managers inform affected and upcoming locations
- Remediate:
- Technical issues: vendor escalation with defined SLA 🔵
- Process issues: retrain, update materials
- Environmental issues: location-specific intervention
- Revalidate: Re-run go/no-go assessment before resuming
- Resume: Maximum 2-week pause; if exceeds 2 weeks, conduct formal project review with executive sponsor 🟣
⚠️ Common Failure Point: DSOs often rush through waves to hit deployment targets. Failed waves that aren't properly addressed create compounding problems.
5. Configuration & Integration (Weeks 2–3)
PMS Integration: Step-by-Step
Dentrix Integration
| Step | Action | Owner | Time | Notes |
|---|---|---|---|---|
| 1 | ☐ Confirm Dentrix version ≥ G6.2 | Location IT | 10 min | |
| 2 | ☐ Export current fee schedules (Office Manager > Fee Schedules > Export) | Billing | 30 min | |
| 3 | ☐ Enable Dentrix Connector Service | IT | 15 min | Requires admin rights |
| 4 | 🔵 ☐ Install Trojan Dentrix bridge application | Vendor + IT | 45 min | Vendor provides installer |
| 5 | ☐ Configure data mapping (procedure codes, provider IDs) | Billing + Vendor | 60 min | 🔵 |
| 6 | ☐ Test patient pull (verify 10 random patients sync correctly) | Billing | 20 min | |
| 7 | ☐ Test insurance verification on 5 patients | Billing | 30 min | |
| 8 | ☐ Validate fee schedule recommendations display correctly | Billing | 20 min |
Eaglesoft Integration
| Step | Action | Owner | Time | Notes |
|---|---|---|---|---|
| 1 | ☐ Confirm Eaglesoft version ≥ 21.0 | Location IT | 10 min | |
| 2 | ☐ Enable Eaglesoft API access (Setup > API Configuration) | IT | 20 min | Requires Patterson credentials |
| 3 | 🔵 ☐ Obtain Patterson API authorization | Vendor | 2-5 days | Start early — can delay |
| 4 | 🔵 ☐ Configure Trojan-Eaglesoft connection string | Vendor + IT | 30 min | |
| 5 | ☐ Map fee schedule tables | Billing + Vendor | 60 min | 🔵 |
| 6 | ☐ Test bi-directional sync (create test patient, verify appears in Trojan) | IT | 30 min | |
| 7 | ☐ Validate insurance eligibility workflow end-to-end | Billing | 45 min |
⚠️ Common Failure Point: Patterson API authorization can take up to 5 business days. Initiate in Week 1.
Open Dental Integration
| Step | Action | Owner | Time | Notes |
|---|---|---|---|---|
| 1 | ☐ Confirm Open Dental version ≥ 22.1 | IT | 10 min | |
| 2 | ☐ Enable API (Setup > Program Links > API) | IT | 15 min | |
| 3 | ☐ Generate API key | IT | 10 min | Store securely |
| 4 | 🔵 ☐ Provide API key to Trojan implementation team | Project Lead | 5 min | |
| 5 | 🔵 ☐ Trojan configures connection | Vendor | 30 min | |
| 6 | ☐ Test read operations (patient demographics, insurance info) | IT | 20 min | |
| 7 | ☐ Test write operations (fee schedule updates, eligibility flags) | Billing | 30 min | |
| 8 | ☐ Validate real-time eligibility check workflow | Billing | 30 min |
Test Environment Setup
🟣 ☐ Decision: Centralized test environment vs. per-location testing
Recommendation: Centralized test environment for initial integration validation, then per-location verification with production data subset.
Test Environment Checklist
| Item | Action | Owner | Complete |
|---|---|---|---|
| ☐ Provision test database (copy of production, anonymized) | IT | ||
| ☐ Configure Trojan test instance (separate from production) | Vendor | 🔵 | |
| ☐ Create test user accounts for QA team | Project Lead | ||
| ☐ Load sample fee schedules | Billing | ||
| ☐ Load sample patient/insurance data (minimum 100 patients) | IT | ||
| ☐ Document test cases for each workflow | Project Lead | ||
| ☐ Execute test cases, document results | QA Team | ||
| ☐ Resolve test failures before production go-live | All |
Validation Checklist
| Test Case | Expected Result | Pass/Fail |
|---|---|---|
| Patient lookup by name | Patient record retrieved with demographics | |
| Patient lookup by DOB | Patient record retrieved correctly | |
| Insurance eligibility check | Real-time eligibility response within 15 seconds | |
| Fee schedule recommendation | Optimal fee displays for selected procedure | |
| Benefits breakdown | Deductible, annual max, coverage % display accurately | |
| Claims status sync | Claim status updates reflected in PMS | |
| User access by role | Appropriate access restrictions enforced | |
| Audit log generation | All PHI access logged |
Data Migration / Historical Data Ingestion
| Step | Action | Owner | Time | Notes |
|---|---|---|---|---|
| 1 | ☐ Determine scope: How much historical claims data to import | Project Lead | 30 min | 🟣 Recommend: 12 months |
| 2 | ☐ Export historical claims from clearinghouse | Billing Director | 2 hours | |
| 3 | 🔵 ☐ Format data per Trojan import spec | Vendor + Billing | 2-4 hours | |
| 4 | 🔵 ☐ Vendor imports historical data | Vendor | 4-8 hours | |
| 5 | ☐ Validate import: spot-check 25 claims for accuracy | Billing | 1 hour | |
| 6 | ☐ Confirm denial patterns and payer trends populate analytics | Project Lead | 30 min |
Configuration Standards
Standardized Configuration Template (Identical Across Locations)
| Setting | Standard Value | Rationale |
|---|---|---|
| Eligibility check timing | 48 hours before appointment | Balance between freshness and efficiency |
| Auto-verification threshold | 95% confidence | Below this, require manual review |
| Fee schedule update frequency | Monthly | Align with UCR update cycles |
| Denial alert threshold | Flag claims >$500 denied | Focus attention on high-value denials |
| User session timeout | 30 minutes | HIPAA compliance |
| Report generation time | 6:00 AM local | Complete before office opens |
| Data retention | 7 years | Standard compliance requirement |
Location-Specific Configuration (May Vary)
| Setting | Why It Varies | Who Decides |
|---|---|---|
| Provider-specific fee schedule tiers | Specialty mix differs | CDO + Office Manager |
| Payer priority ranking | Regional payer mix varies | Regional Manager |
| Appointment reminder integration | Some locations use different reminder systems | Office Manager |
| Report distribution list | Local leadership varies | Office Manager |
| Alert notification preferences | Staff availability differs | Office Manager |
Enterprise HIPAA Compliance Checklist
| Requirement | Verification | Owner | Status |
|---|---|---|---|
| ☐ BAA executed with Trojan | Signed document on file | Legal | |
| ☐ Data encryption at rest | Vendor attestation, SOC 2 Type II | IT Security | 🔵 |
| ☐ Data encryption in transit | TLS 1.2+ verified | IT Security | |
| ☐ Access controls documented | Role-based access matrix approved | Compliance | |
| ☐ Audit logging enabled | Sample logs reviewed | IT Security | |
| ☐ Breach notification process | Documented in BAA | Legal | |
| ☐ Minimum necessary access | Verified during UAT | Compliance | |
| ☐ Workforce training | Privacy training completed | HR | |
| ☐ Data disposal procedures | Documented and agreed | Legal + Vendor | 🔵 |
| ☐ Subcontractor BAAs | Vendor provides list | Legal | 🔵 |
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
Each location needs one certified champion. Ideal candidates:
| Criterion | Weight | Notes |
|---|---|---|
| Billing/insurance experience | High | Must understand current workflow deeply |
| Peer influence | High | Respected by colleagues |
| Tech comfort | Medium | Willing to learn, doesn't need to be expert |
| Communication skills | High | Will train others |
| Availability | Medium | Needs protected time during rollout |
| Tenure | Medium | Minimum 1 year at location preferred |
Red flags: Candidate is overwhelmed with current duties; candidate is skeptical of technology; candidate is planning to leave.
Champion Responsibilities
| Phase | Responsibility | Time Commitment |
|---|---|---|
| Pre-Go-Live | Complete certification training | 4-6 hours |
| Pre-Go-Live | Customize training materials for local team | 2 hours |
| Pre-Go-Live | Schedule and deliver staff training | 3-4 hours |
| Go-Live Week | Serve as first point of contact for questions | 2-3 hours/day |
| Post-Go-Live | Conduct weekly office hours for first month | 1 hour/week |
| Ongoing | Train new hires, deliver refresher training | 1-2 hours/month |
Champion Certification Requirements
🔵 ☐ Complete vendor-provided champion training (4 hours) — delivered by Trojan ☐ Pass certification assessment (80% minimum) ☐ Shadow one go-live at pilot location (Wave 2+ champions) ☐ Deliver practice training session with feedback from regional manager ☐ Certification recorded in central tracker
Standardized Training Materials (Created Centrally)
| Material | Format | Owner | Distribution |
|---|---|---|---|
| Role-specific training decks | PowerPoint | Central Training Team | Shared drive |
| Workflow videos (5-7 min each) | MP4/LMS | Central Training Team | LMS or shared drive |
| Quick reference guides | PDF, laminated | Central Training Team | Print for each location |
| FAQ document | Google Doc/Wiki | Central Training Team | Updated continuously |
| Assessment questions | Form/Quiz | Central Training Team | LMS or paper |
Role-Specific Training Outlines
Billing/Insurance Staff Training
Duration: 3 hours (delivered by champion)
Format: 1.5 hours live demo + 1 hour hands-on + 30 min Q&A
Content:
| Module | Duration | Key Points |
|---|---|---|
| System Overview | 20 min | What Trojan does, why we're implementing, expected benefits |
| Login and Navigation | 15 min | SSO access, dashboard layout, menu structure |
| Insurance Verification Workflow | 45 min | Step-by-step: initiating verification, interpreting results, handling exceptions |
| Fee Schedule Management | 30 min | Viewing recommendations, updating PMS, override process |
| Claims Status and Denial Management | 30 min | Tracking claims, understanding denial codes, appeal workflow |
| Reporting | 20 min | Accessing daily/weekly reports, key metrics to monitor |
| Troubleshooting | 20 min | Common issues, when to escalate, support contact info |
Common Resistance Points:
- "This is more clicks than what I do now" → Show time savings data from pilot locations
- "I don't trust the system's recommendations" → Explain AI confidence scores, show override option
- "What happens to my job?" → Emphasize tool enhances their work, doesn't replace it
Front Desk / Office Manager Training
Duration: 1.5 hours (delivered by champion)
Format: 45 min demo + 30 min hands-on + 15 min Q&A
Content:
| Module | Duration | Key Points |
|---|---|---|
| Why We're Changing | 15 min | Business rationale, expected patient benefits |
| Eligibility Check in Patient Flow | 30 min | When verification happens, what to communicate to patients |
| Interpreting Benefits for Patients | 20 min | Reading benefits breakdown, explaining coverage |
| Handling Verification Failures | 15 min | What to do when eligibility can't be confirmed |
| Escalation Procedures | 10 min | When to involve billing team |
Common Resistance Points:
- "This slows down check-in" → Show how real-time verification prevents downstream problems
- "Patients get confused by new information" → Provide patient communication scripts
Provider Training
Duration: 45 minutes (can be delivered during team huddle or lunch)
Format: 20 min overview + 15 min clinical impact + 10 min Q&A
Content:
| Module | Duration | Key Points |
|---|---|---|
| Overview | 10 min | What Trojan does, why it matters for case acceptance |
| What You'll See | 10 min | Benefits breakdown visible in PMS, fee schedule info |
| Treatment Presentation Impact | 15 min | Using accurate cost estimates to improve case acceptance |
| Workflow Changes | 5 min | Minimal impact — billing handles most interactions |
| Questions | 5 min |
Common Resistance Points:
- "I don't have time for another system" → Emphasize minimal provider interaction required
- "This doesn't help me clinically" → Connect to case acceptance and reduced patient complaints about surprise costs
Hygienist Training
Duration: 30 minutes (incorporated into team training)
Format: Brief overview + awareness
Content:
- What Trojan does (5 min)
- What hygienists might see (verification status on patient record) (10 min)
- When to flag issues to front desk (eligibility questions from patients) (10 min)
- Questions (5 min)
Day 1 Cheat Sheets
Billing Staff Cheat Sheet (Single Page)
┌─────────────────────────────────────────────────────────────────┐
│ TROJAN QUICK REFERENCE - BILLING STAFF │
├─────────────────────────────────────────────────────────────────┤
│ LOGIN: [SSO portal URL] or [direct URL] │
│ USERNAME: Your network login │
├─────────────────────────────────────────────────────────────────┤
│ VERIFY ELIGIBILITY: │
│ 1. Search patient by name or DOB │
│ 2. Click "Verify" button │
│ 3. Review results (green = verified, yellow = partial, red = fail) │
│ 4. If red: check patient insurance card, contact payer │
├─────────────────────────────────────────────────────────────────┤
│ FEE SCHEDULE: │
│ 1. Click "Fee Analysis" tab │
│ 2. Select payer and procedure │
│ 3. View recommendation vs. current fee │
│ 4
AI-generated implementation guide based on public vendor information. Verify specifics directly with Trojan Professional Services.