TrueLark — Implementation Playbook (DSO)

TrueLark Implementation Playbook for DSOs

AI Receptionist Deployment Guide for Multi-Location Dental Organizations

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1. Executive Summary

What TrueLark Does

TrueLark is an AI-powered virtual receptionist platform that handles inbound patient communications—phone calls, texts, web chats, and appointment requests—24/7 without human intervention. The system uses natural language processing to understand patient intent, schedule appointments, answer common questions, and route complex inquiries to the appropriate team member.

Why DSOs Specifically Benefit from AI Receptionists

Scale Advantages:

• A single configuration investment multiplies across 15–50 locations, dramatically reducing per-location deployment costs
• Centralized conversation analytics reveal system-wide patterns in patient demand, missed opportunities, and staff performance gaps
• After-hours coverage that would require dozens of FTEs becomes a fixed subscription cost

Standardization Benefits:

• Every patient interaction follows brand-compliant scripts and protocols regardless of location
• Consistent scheduling logic prevents the booking errors that compound across large patient volumes
• Quality assurance shifts from random call monitoring to comprehensive AI-driven interaction audits

Data Aggregation Value:

• Cross-location benchmarking identifies top performers and underperformers with statistical validity
• Patient behavior patterns (peak call times, common questions, booking preferences) aggregate into actionable operational intelligence
• Regional and portfolio-level reporting enables strategic decision-making impossible with fragmented front-desk data

Expected Timeline: Decision to Full Deployment

Portfolio Size	Pilot Phase	Full Rollout	Total Timeline
15–25 locations	4–6 weeks	8–10 weeks	12–16 weeks
26–40 locations	4–6 weeks	12–14 weeks	16–20 weeks
41–50 locations	6–8 weeks	14–18 weeks	20–26 weeks

Timeline assumes adequate IT infrastructure and no major integration obstacles. Add 4–6 weeks if PMS standardization is required.

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

Technical Requirements

Hardware

☐ Dedicated internet connection at each location (minimum 25 Mbps download/10 Mbps upload) ☐ VoIP phone system compatibility verified (or analog-to-VoIP adapter requirements identified) ☐ Workstations for dashboard access (Chrome/Edge browser, 2019 or newer)

Software

☐ Practice Management System (PMS) version requirements confirmed with TrueLark ☐ Operating system compatibility (Windows 10+ or macOS 11+) ☐ Browser requirements met (Chrome 90+ or Edge 90+ recommended)

Network

☐ Port requirements documented (typically 443 for HTTPS, SIP ports for voice) ☐ Firewall rules approved by IT security ☐ QoS (Quality of Service) settings configured for voice traffic priority ☐ Backup internet failover plan documented

Integrations

☐ PMS integration type confirmed (direct API, middleware, or HL7) ☐ Patient communication platform compatibility (if existing—Weave, RevenueWell, etc.) ☐ EHR/clinical system integration requirements scoped (if applicable)

Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Minimum bandwidth standard established for all locations ☐ Network assessment completed for each location (document current speeds, hardware age) ☐ Locations below standard flagged for infrastructure upgrades ☐ Timeline and budget for network upgrades approved

Hosting Architecture

☐ 🟣 Centralized vs. location-level hosting decision made

• Recommendation: TrueLark is cloud-hosted; decision point is centralized data routing vs. per-location configuration ☐ Data residency requirements confirmed (PHI storage location compliance)

Access Management

☐ SSO integration requirements confirmed with TrueLark 🔵 ☐ Identity provider compatibility verified (Okta, Azure AD, Google Workspace) ☐ Role-based access control (RBAC) structure designed ☐ Centralized credentialing workflow documented

Standard RBAC Structure:

Role	Access Level	Typical Holder
System Admin	Full configuration, all locations	Central IT
Regional Manager	View/edit for assigned region, reporting	Regional Ops
Location Admin	Single location configuration, limited reporting	Office Manager
User	Dashboard view only	Front desk staff

Vendor Onboarding Steps

☐ Master Services Agreement (MSA) executed 🔵 ☐ Business Associate Agreement (BAA) signed 🔵 ☐ Enterprise pricing structure confirmed (per-location, per-call, or hybrid) 🔵 ☐ Implementation project manager assigned (vendor side) 🔵 ☐ Technical integration specialist assigned (vendor side) 🔵

Key Vendor Contacts to Establish

Role	Purpose	Escalation Level
Customer Success Manager	Strategic relationship, business reviews	Executive escalation
Implementation PM	Deployment coordination, timeline management	Project issues
Technical Integration Specialist	API setup, PMS integration, troubleshooting	Technical issues
Support Desk	Day-to-day operational issues	Tier 1 support

☐ Communication cadence established (weekly during implementation, monthly post-launch) ☐ Escalation matrix documented with response time SLAs

Data/Access Prerequisites

☐ PMS API credentials or integration keys obtained ☐ Admin access to each location's PMS instance confirmed ☐ Phone system admin access confirmed (for call routing changes) ☐ Patient data export capability verified (for AI training if applicable) ☐ Historical call volume data pulled (12 months if available) ☐ Current appointment type catalog documented per location

Location-Level Access Checklist

For each location, confirm: ☐ PMS login credentials (service account preferred) ☐ Phone system admin access ☐ Scheduling template access ☐ Provider schedule access

Stakeholder Alignment Map

Board/Investors

Inform: Strategic rationale, expected ROI, timeline, risk mitigation Approval Required: 🟣 Budget allocation, vendor selection (if not pre-approved) Communication Cadence: Quarterly updates, major milestone notifications Owner: CEO/CFO

C-Suite

Inform: Implementation plan, resource requirements, success metrics Approval Required: 🟣 Final go/no-go, policy changes, standardization decisions Communication Cadence: Bi-weekly during implementation Owner: VP of Operations

Regional Managers

Inform: Wave assignments, location responsibilities, timeline Approval Required: Location-specific rollout scheduling, resource allocation Communication Cadence: Weekly during their region's rollout Owner: VP of Operations

Location-Level Office Managers

Inform: Training requirements, workflow changes, go-live dates Approval Required: None (but buy-in critical) Communication Cadence: Daily during go-live week, weekly during training Owner: Regional Manager

Providers

Inform: Impact on scheduling, patient communication changes Approval Required: None for AI receptionist (may have input on scheduling logic) Communication Cadence: Initial briefing, go-live notification Owner: Chief Dental Officer

Baseline Metrics to Capture

⚠️ Critical: Capture these metrics BEFORE go-live using standardized measurement across all locations. Inconsistent baseline measurement is the #1 cause of unprovable ROI.

Required Baseline Metrics

Metric	Definition	Source	Measurement Period
Total Inbound Calls	All calls received during business hours	Phone system reports	30-day average
After-Hours Calls	Calls received outside business hours	Phone system reports	30-day average
Missed Call Rate	Calls not answered within 3 rings / Total calls	Phone system reports	30-day average
Call Abandonment Rate	Calls where patient hung up before resolution	Phone system reports	30-day average
Average Hold Time	Mean time patients spend on hold	Phone system reports	30-day average
Appointment Booking Conversion	Calls resulting in scheduled appointments / Total scheduling-intent calls	Manual tracking or call review	2-week sample
New Patient Inquiries	Calls from prospective new patients	PMS + manual tracking	30-day average
New Patient Conversion Rate	New patient inquiries resulting in booked appointments	PMS tracking	30-day average
Front Desk FTE Allocation	Hours per week spent on phone/text/chat	Time study	1-week sample
Online Booking Adoption	% of appointments booked through digital channels	PMS reports	30-day average

Standardized Measurement Protocol

☐ Metric definitions distributed to all locations with examples ☐ Measurement period synchronized (same calendar weeks for all locations) ☐ Data collection templates provided ☐ Central team spot-checks 3 locations for accuracy ☐ All baseline data submitted to central repository before Wave 1 go-live

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3. Location Readiness Assessment

Scoring Framework

Score each factor 1–5 using the criteria below. Total possible score: 25 points.

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet 100+ Mbps, VoIP system <3 years old, PMS current version, network managed by IT MSP
4	Cable internet 50+ Mbps, VoIP system <5 years old, PMS within 1 version of current
3	Internet 25+ Mbps, VoIP system functional, PMS within 2 versions of current
2	Internet 10-25 Mbps, analog phone system requiring adapter, PMS significantly outdated
1	Internet unreliable, phone system incompatible, PMS requires upgrade before integration

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Front desk turnover <10%, previous successful tech adoption, documented tech-forward culture
4	Turnover 10-20%, no recent tech failures, open to change
3	Turnover 20-30%, neutral history with tech changes
2	Turnover 30-40%, past tech implementations struggled, some resistance expected
1	Turnover >40%, active resistance to change, no stable front desk leadership

Factor 3: Patient Volume

Score	Criteria	Note
5	80-120 calls/day	High impact, manageable complexity
4	60-80 calls/day	Solid impact, good learning environment
3	120-150 calls/day	High volume may stress initial deployment
2	40-60 calls/day	Lower impact, still valuable
1	<40 or >150 calls/day	Extremes: too little data or too risky

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	PMS with verified TrueLark integration, no conflicting tools, API-ready
4	PMS with integration available, minor configuration needed
3	PMS supported but requires middleware or workaround
2	PMS partially supported, custom development may be needed 🔵
1	PMS unsupported, requires migration or manual workflows

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward office manager + engaged provider, both committed to championing
4	Strong office manager champion, provider supportive
3	Office manager willing but needs support, no clear provider champion
2	No obvious champion, but no active detractors
1	Key staff openly resistant, no champion identified

Composite Readiness Score

Total Score	Readiness Tier	Rollout Recommendation
21–25	Tier 1: High Readiness	Wave 1 pilot candidate
16–20	Tier 2: Moderate Readiness	Wave 2
11–15	Tier 3: Low Readiness	Wave 3 with remediation
≤10	Tier 4: Not Ready	Address blockers before scheduling

Sample Readiness Assessment

Location	IT (1-5)	Staff (1-5)	Volume (1-5)	Tech Stack (1-5)	Champion (1-5)	Total	Tier
Main St.	5	4	5	5	4	23	1
Riverdale	4	5	4	4	5	22	1
Oak Park	3	3	5	4	2	17	2
Westfield	2	4	3	3	3	15	3
Downtown	1	2	5	2	2	12	3

Rollout Sequence Recommendations

Wave 1 Selection Criteria:

• Composite score ≥21
• Geographic diversity (select from different regions to validate cross-market performance)
• Representative of portfolio (include at least one GP-only and one specialty or multi-specialty if applicable)
• Manageable risk profile (avoid flagship locations or locations with unusual complexity)

Wave 2 Selection Criteria:

• Composite score 16–20
• Address any blockers identified during Wave 1
• Prioritize locations that feed into same regional management structure for knowledge transfer

Wave 3 Selection Criteria:

• Remaining locations with remediation plans completed
• Locations with score ≤10 receive infrastructure or staffing improvements before scheduling

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4. Rollout Strategy

Wave Structure

Wave	Locations	Duration	Purpose
Wave 1: Pilot	2–3 locations	4 weeks	Validate integration, refine training, capture learnings
Wave 2: Expansion	5–8 locations	4 weeks	Scale validated playbook, test regional dynamics
Wave 3: Acceleration	8–15 locations	4 weeks	Parallel deployments with proven process
Wave 4+: Completion	Remaining locations	4 weeks each	Continue until full deployment

Allow 1–2 week buffer between waves for learning capture and process refinement.

Wave 1 Pilot Selection Criteria

🟣 Executive Decision Required: Final pilot location selection

Selection Matrix:

Criterion	Weight	Evaluation
High readiness score (≥21)	30%	Minimizes deployment friction
Engaged local champion	25%	Essential for feedback quality
Representative patient mix	20%	Validates across use cases
Geographic accessibility	15%	Enables on-site support visits
Moderate (not extreme) volume	10%	Manageable risk exposure

Recommended Pilot Configuration:

• Location A: High-readiness GP practice in region with most locations (maximizes knowledge transfer)
• Location B: Different region, similar profile (validates cross-regional consistency)
• Location C (optional): Specialty practice or unique configuration (stress-tests edge cases)

Timeline Per Wave

Wave 1: Pilot (Weeks 3–6)

Week	Activities
Week 3	Configuration, integration testing, champion training
Week 4	Staff training, parallel run (AI + human handling same calls)
Week 5	Go-live with human backup, daily check-ins
Week 6	Optimization, learning capture, go/no-go assessment for Wave 2

Wave 2+ (4 weeks per wave)

Week	Activities
Week 1	Configuration, champion training (using refined materials)
Week 2	Staff training, parallel run
Week 3	Go-live, daily check-ins
Week 4	Stabilization, learning capture

Go/No-Go Criteria for Wave Advancement

Hard Go Criteria (All Required)

☐ Technical integration stable for ≥5 consecutive business days ☐ Call handling accuracy ≥85% (no major misroutes or booking errors) ☐ No unresolved critical defects ☐ Staff training completion ≥90% for pilot locations ☐ Patient satisfaction maintained (no significant complaints attributed to AI)

Soft Go Criteria (Majority Required)

☐ Missed call rate improved vs. baseline ☐ Staff feedback net positive ☐ Champion confident to support next wave ☐ Documentation updated based on pilot learnings

No-Go Triggers

⚠️ Any of the following pauses wave advancement:

• Integration failures >1x per day
• Patient complaints directly attributed to AI errors >3 in first week
• Staff refusal to use system at any location
• Security or compliance incident
• PMS data integrity issues

Rollback Plan

Partial Rollback (Single Location)

1. Route calls back to human front desk (immediate—phone system change)
2. Disable TrueLark scheduling integration (within 1 hour)
3. Notify regional manager and central team
4. Document failure mode and root cause
5. Determine if issue is location-specific or systemic

Full Wave Rollback (All Locations in Wave)

1. Execute partial rollback at all affected locations simultaneously
2. Central team takes over communication
3. Vendor escalation to executive sponsor 🔵
4. Root cause analysis within 48 hours
5. 🟣 Executive decision on restart timeline

Rollback Does NOT Affect:

• Previous waves (already stable, continue operating)
• Future wave planning (unless systemic issue identified)

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5. Configuration & Integration (Weeks 2–3)

Step-by-Step Integration: Practice Management Systems

Dentrix Integration

Timeline: 3–5 business days

☐ Confirm Dentrix version (G7+ required for API integration) ☐ Request TrueLark integration credentials from vendor 🔵 ☐ Enable Dentrix API access (requires Dentrix administrator) ☐ Configure TrueLark connector in Dentrix Integration Manager ☐ Map appointment types (TrueLark categories → Dentrix appointment codes) ☐ Map providers and operatories ☐ Configure scheduling rules:

• Buffer times between appointments
• Same-day appointment policies
• New patient vs. existing patient handling
• Provider-specific preferences ☐ Test bidirectional sync:
• ☐ Create test appointment via TrueLark → verify appears in Dentrix
• ☐ Create test appointment in Dentrix → verify TrueLark recognizes
• ☐ Modify appointment in Dentrix → verify TrueLark updates
• ☐ Cancel appointment via TrueLark → verify Dentrix reflects

⚠️ Common Failure Point: Dentrix server-based installations may require additional network configuration. Budget extra time if Dentrix is hosted locally vs. cloud.

Eaglesoft Integration

Timeline: 3–5 business days

☐ Confirm Eaglesoft version (21+ required) ☐ Enable Patterson Technology Center access ☐ Request TrueLark integration setup 🔵 ☐ Configure Patterson Bridge (if required for version) ☐ Map appointment types and providers ☐ Test all CRUD operations (Create, Read, Update, Delete) ☐ Verify real-time vs. batch sync timing

Open Dental Integration

Timeline: 2–4 business days (typically fastest)

☐ Enable Open Dental API (Setup > Miscellaneous > API) ☐ Generate API key for TrueLark ☐ Provide API endpoint URL to TrueLark 🔵 ☐ Configure appointment type mappings ☐ Set scheduling logic rules ☐ Test integration in Open Dental test environment (if available) ☐ Validate production integration

Other PMS Systems

☐ Contact TrueLark for current integration status 🔵 ☐ If native integration unavailable, evaluate middleware options ☐ Budget additional 2–4 weeks for custom integration development

Phone System Integration

VoIP Systems (RingCentral, 8x8, Vonage, etc.)

☐ Confirm vendor compatibility with TrueLark 🔵 ☐ Provision SIP trunk or call forwarding rules ☐ Configure call routing logic:

• Business hours: TrueLark as primary, overflow to front desk
• After hours: TrueLark handles 100%
• Emergency override: direct to live operator ☐ Test inbound routing ☐ Test transfer/escalation flows ☐ Configure voicemail handling (if AI cannot resolve)

Analog Phone Systems

☐ Evaluate VoIP migration vs. analog adapter ☐ If adapter: install analog telephone adapter (ATA) ☐ Configure adapter per TrueLark specifications 🔵 ☐ Test call quality (latency, clarity)

Enterprise-Level Configuration

Standardized Configuration Template

Centrally Standardized (Identical All Locations):

Setting	Standard Value	Rationale
Brand greeting script	"[Organization Name], this is [AI Name], how can I help you?"	Brand consistency
Business hours handling	Route to AI, escalate after X attempts	Uniform patient experience
After-hours handling	AI handles 100%, emergency escalation rules	Consistent coverage
Appointment type categories	Standardized list of 15–20 types	Cross-location reporting
Escalation criteria	Unable to resolve after 2 attempts, patient requests human, clinical emergency	Safety and service
Hold music/messaging	Corporate standard	Brand consistency
Confirmation message templates	Standardized text	Brand and legal compliance
HIPAA compliance settings	Minimum required per policy	Legal requirement

Location-Specific Configuration (Allow Local Discretion):

Setting	Variability Allowed	Governance
Provider schedules	Full local control	Must be accurate and current
Appointment durations	Per provider preference	Within standard ranges
Specialty-specific scripts	Customize for ortho, perio, etc.	Approved script templates
Local phone numbers	Per location	Must integrate correctly
Staff escalation contacts	Local team	Keep updated
Language preferences	Based on patient population	Use approved translations

Centralized Test Environment

Recommendation: Use centralized test environment for initial configuration validation, then deploy to location-specific instances.

Test Environment Protocol: ☐ TrueLark provisions sandbox environment 🔵 ☐ Central IT configures standard template in sandbox ☐ Validate all standard settings work correctly ☐ Clone standard template to each location instance ☐ Location-level customization applied to cloned instance ☐ Location-level testing before go-live

Security and HIPAA Compliance

Enterprise-Level HIPAA Checklist

☐ Business Associate Agreement (BAA)

• ☐ BAA executed with TrueLark 🔵
• ☐ BAA covers all locations (single enterprise BAA preferred)
• ☐ Subcontractor BAAs confirmed (AWS, telecom providers)

☐ Data Governance

• ☐ PHI data flow documented
• ☐ Data retention policies confirmed with vendor 🔵
• ☐ Data deletion/destruction procedures documented
• ☐ Cross-border data transfer reviewed (if applicable)

☐ Access Controls

• ☐ RBAC structure implemented
• ☐ SSO integrated
• ☐ MFA required for admin access
• ☐ Access audit logging enabled
• ☐ Quarterly access review process established

☐ Technical Safeguards

• ☐ Encryption at rest confirmed (AES-256) 🔵
• ☐ Encryption in transit confirmed (TLS 1.2+) 🔵
• ☐ Penetration test results reviewed 🔵
• ☐ SOC 2 Type II report reviewed 🔵

☐ Incident Response

• ☐ Breach notification procedures confirmed 🔵
• ☐ Internal incident escalation path documented
• ☐ Vendor contact for security incidents established

⚠️ Common Failure Point: Assuming vendor compliance covers your obligations. Document your own policies and verification procedures.

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location needs 1 certified champion. Ideal champion profile:

Criterion	Importance	Evaluation Method
Front desk experience	High	Minimum 1 year in role
Technology comfort	High	Manager assessment
Peer influence	High	Respected by colleagues
Communication skills	High	Can explain concepts clearly
Availability	Medium	Can dedicate time to training others
Longevity	Medium	Likely to stay 12+ months

Typical Champion Profile: Office manager or senior front desk coordinator

Champion Responsibilities

• Complete all training modules before location training begins
• Deliver role-specific training to location team
• Serve as first-line support during go-live
• Escalate issues to regional manager or central team
• Provide feedback on training materials and process
• Train new hires on TrueLark workflows
• Participate in monthly champion calls post-launch

Champion Certification Process

☐ Complete 4-hour self-paced online training (provided by TrueLark) 🔵 ☐ Attend 2-hour live virtual training with vendor 🔵 ☐ Pass certification assessment (80% minimum score) ☐ Deliver practice training session to regional manager ☐ Receive feedback and approval

Timeline: 3–5 business days per champion

Standardized Training Materials

Centrally Created Materials

• TrueLark overview presentation (15 slides)
• Role-specific workflow guides (1 per role)
• FAQ document (top 25 questions and answers)
• Quick reference cards (laminated, per role)
• Training video library (recorded demos)
• Assessment questions (per role)

Champion-Customized Materials

• Location-specific phone numbers and contacts
• Local provider schedules and preferences
• Location-specific escalation contacts
• Examples using local patient scenarios

Role-Specific Training Outlines

Front Desk / Office Manager Training

Training Duration: 2 hours Format: Champion-led, in-person preferred Group Size: 2–4 staff

Module 1: System Overview (30 minutes)

• What TrueLark does and doesn't do
• How calls are routed
• When AI handles vs. escalates to human
• Dashboard walkthrough

Module 2: Daily Workflow Changes (45 minutes)

• Morning routine: dashboard check, AI status verification
• Handling escalated calls from AI
• Monitoring appointment bookings in PMS
• Identifying and resolving booking conflicts
• Patient communication about AI ("Yes, you spoke with our virtual assistant")

Module 3: Administrative Functions (30 minutes)

• Accessing call recordings and transcripts
• Generating reports
• Updating business hours or closures
• Flagging issues for regional manager

Module 4: Troubleshooting (15 minutes)

• Common issues and self-service fixes
• When to call vendor support
• Escalation path

Common Resistance Points:

Concern	Response
"AI will take my job"	"AI handles repetitive calls so you can focus on patients in the office and complex issues"
"Patients will hate it"	"Studies show patients appreciate immediate response—no hold time, 24/7 availability"
"It won't work for our patients"	"The AI is trained on dental-specific conversations. Let's try it and collect feedback."

Day 1 Cheat Sheet: Front Desk

┌────────────────────────────────────────────────────────────┐
│           TRUELARK QUICK REFERENCE - FRONT DESK           │
├────────────────────────────────────────────────────────────┤
│ MORNING CHECKLIST                                         │
│ ☐ Log into TrueLark dashboard                             │
│ ☐ Verify system status (green = good)                     │
│ ☐ Check overnight appointment bookings in PMS             │
│ ☐ Review any escalated calls from after-hours             │
├────────────────────────────────────────────────────────────┤
│ WHEN AI TRANSFERS A CALL TO YOU                           │
│ 1. Caller has already spoken to AI—don't repeat intake    │
│ 2. Check dashboard for conversation summary               │
│ 3. Pick up where AI left off                              │
├────────────────────────────────────────────────────────────┤
│ IF A PATIENT ASKS "WAS THAT A ROBOT?"                     │
│ Say: "That was our virtual assistant! It helps us answer  │
│ calls instantly so you never have to wait. How can I      │
│ help you now?"                                            │
├────────────────────────────────────────────────────────────┤
│ COMMON ISSUES                                             │
│ • AI booked wrong time → Edit in PMS, flag in dashboard   │
│ • AI couldn't help patient → Review transcript, escalate  │
│   if pattern emerges                                      │
│ • System shows error → Contact: [Champion Name/Phone]     │
├────────────────────────────────────────────────────────────┤
│ SUPPORT: Champion [Name] | Regional [Name] | Vendor: XXX  │
└────────────────────────────────────────────────────────────┘

Dentists/Providers Training

Training Duration: 30 minutes Format: Briefing (in-person or video) Timing: Before go-live

Content:

• High-level overview of what TrueLark does
• How it affects their schedule (appointments may appear via AI booking)
• How to provide feedback on scheduling logic (route through office manager)
• Patient communication if asked ("Our practice uses technology to help patients reach us faster")

Common Resistance Points:

Concern	Response
"I don't want AI scheduling my patients"	"The AI follows the same rules as front desk—your schedule preferences are respected"
"Patients will complain"	"We're monitoring feedback closely. Let us know what you hear, and we'll adjust."

Day 1 Cheat Sheet: Providers

┌────────────────────────────────────────────────────────────┐
│           TRUELARK QUICK REFERENCE - PROVIDERS            │
├────────────────────────────────────────────────────────────┤
│ WHAT CHANGED                                              │
│ • Patients calling in may speak to AI before front desk   │
│ • AI can book appointments following your schedule rules  │
│ • After-hours calls answered by AI (no more voicemail)    │
├────────────────────────────────────────────────────────────┤
│ WHAT DIDN'T CHANGE                                        │
│ • Your schedule preferences (block times, durations)      │
│ • Clinical decisions (AI doesn't give clinical advice)    │
│ • How you see appointments in PMS                         │
├────────────────────────────────────────────────────────────┤
│ IF A PATIENT MENTIONS THE AI                              │
│ Say: "Our virtual assistant helps us never miss a call.   │
│ I hope it was helpful!"                                   │
├────────────────────────────────────────────────────────────┤
│ FEEDBACK ON SCHEDULING ISSUES                             │
│ Tell: [Office Manager Name]—they'll route to the system   │
└────────────────────────────────────────────────