Weave — Implementation Playbook (DSO)

Weave Patient Communication Platform

DSO Implementation Playbook

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1. Executive Summary

What Weave Does

Weave is a unified patient communication platform that consolidates phone systems (VoIP), two-way texting, automated appointment reminders, digital forms, review management, and payment processing into a single interface. The platform uses intelligent automation to reduce missed appointments, accelerate patient responses, and provide real-time caller identification with patient history.

Why DSOs Specifically Benefit from Patient Communication AI

Scale Advantages:

• A 30-location DSO sending 50,000+ appointment reminders monthly achieves dramatic labor savings through automation that a single practice cannot justify
• Unified reporting across locations enables identification of underperforming offices and replication of top-performer communication strategies
• Bulk SMS and email campaigns can be deployed enterprise-wide with location-specific customization in hours rather than weeks

Standardization Benefits:

• Consistent patient experience across all brands and locations strengthens enterprise reputation
• Centralized phone tree structures, hold messaging, and response templates ensure compliance and brand consistency
• Standardized review request workflows aggregate positive sentiment while providing early warning on location-specific issues

Data Aggregation Value:

• Cross-location benchmarking reveals communication patterns that drive higher case acceptance and lower no-show rates
• Enterprise-level analytics inform regional staffing decisions and identify training opportunities
• Aggregated patient sentiment data supports M&A due diligence and investor reporting

Expected Timeline: Decision to Full Deployment

DSO Size	Pilot Phase	Wave Rollout	Full Deployment
15–25 locations	Weeks 1–4	Weeks 5–12	12–14 weeks
26–40 locations	Weeks 1–4	Weeks 5–16	16–18 weeks
41–50 locations	Weeks 1–6	Weeks 7–20	20–24 weeks

Timeline assumes dedicated project management resources and standard PMS integrations.

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

Technical Requirements

Hardware

☐ Verify each location has a dedicated workstation for phone system (minimum: i5 processor, 8GB RAM, Windows 10+) ☐ Confirm headset compatibility — USB headsets required for VoIP quality (Plantronics/Poly recommended) ☐ Inventory existing phone hardware for trade-in or disposal ☐ Confirm desk phone needs per location if soft-phone-only approach is not desired ☐ Verify mobile devices for managers (iOS 14+ or Android 10+ for mobile app)

Network

☐ ⚠️ Minimum 100 Mbps symmetrical internet per location (VoIP quality degrades below this threshold) ☐ Verify QoS (Quality of Service) settings on routers — voice traffic must be prioritized ☐ Confirm firewall allows UDP ports 10000–20000 for RTP traffic ☐ Document current ISP contracts per location — note any bandwidth limitations or data caps ☐ Test jitter and latency at each location (target: <30ms latency, <20ms jitter)

Software

☐ Current PMS version compatibility verification:

• Dentrix G6.2+ required
• Eaglesoft 21.0+ required
• Open Dental 19.4+ required ☐ Browser requirements: Chrome 90+ or Edge 90+ (Firefox has known WebRTC limitations) ☐ Windows Defender/antivirus exceptions for Weave application ☐ Disable conflicting communication tools (Lighthouse 360, Demandforce, etc.) — plan migration timeline

Vendor Onboarding Steps 🔵

Step	Weave Contact	Your Contact	Timeline
Contract execution	Account Executive	CFO/Legal	Day 1–3
Technical kickoff call	Implementation Manager	IT Director	Day 4
Enterprise account setup	Enterprise Success Manager	VP Operations	Day 5–7
API credential provisioning	Technical Support	IT Director	Day 7–10
Phone number porting initiation	Porting Specialist	Office Managers (all)	Day 10–14

🔵 Key Vendor Contacts to Establish: ☐ Enterprise Account Executive (contract and commercial issues) ☐ Implementation Manager (assigned per wave) ☐ Enterprise Customer Success Manager (ongoing relationship) ☐ Technical Support escalation contact (direct line, not general queue) ☐ Porting specialist (critical — phone porting is highest-risk step)

Data/Access Prerequisites

Per Location

☐ PMS admin credentials for API connection setup ☐ Current phone system admin access for number porting verification ☐ Patient database export (CSV format) for data validation testing ☐ Historical appointment data (12 months) for reminder optimization

Enterprise Level

☐ Google Business Profile/Yelp admin access for review platform connection ☐ Domain DNS access for email deliverability configuration (SPF/DKIM records) ☐ Payment processor credentials if using Weave Payments ☐ SSO/IdP configuration details (Okta, Azure AD, Google Workspace)

Internal Stakeholder Alignment

Inform (Awareness Required)

☐ All location staff (general awareness of upcoming change) ☐ IT support team (technical preparation) ☐ Marketing team (review management implications) ☐ Accounting/Finance (payment processing changes)

🟣 Approve (Decision Authority Required)

☐ Board/Investors — capital expenditure approval, strategic rationale review ☐ CEO/COO — enterprise commitment, resource allocation ☐ CFO — contract terms, ROI projections, payment processing changes ☐ Chief Dental Officer — clinical workflow impact sign-off ☐ VP of Operations — rollout timeline, location prioritization ☐ Legal/Compliance — BAA execution, HIPAA verification ☐ Regional Managers — local implementation accountability

Stakeholder Alignment Map

BOARD/INVESTORS
    │ Strategic approval, investment thesis alignment
    ▼
C-SUITE (CEO, COO, CFO, CDO)
    │ Budget, timeline, enterprise standards
    ▼
VP OPERATIONS ←→ IT DIRECTOR ←→ COMPLIANCE/LEGAL
    │
    ├── Regional Manager (West)
    │       └── Office Managers (Locations 1-8)
    │               └── Providers, Front Desk, Staff
    │
    ├── Regional Manager (Central)
    │       └── Office Managers (Locations 9-16)
    │               └── Providers, Front Desk, Staff
    │
    └── Regional Manager (East)
            └── Office Managers (Locations 17-25)
                    └── Providers, Front Desk, Staff

Baseline Metrics Capture ⚠️

Critical: Capture these metrics before any system changes. Use a standardized 30-day measurement window across all locations.

Communication Metrics

Metric	How to Capture	Target Source
Current no-show rate	PMS appointment report	Last 90 days
Appointment confirmation rate	Current reminder system	Last 90 days
Average calls per day per location	Phone system CDR	Last 30 days
Missed call rate	Phone system CDR	Last 30 days
Average hold time	Phone system CDR	Last 30 days
Patient response time to messages	Current texting platform	Last 30 days

Operational Metrics

Metric	How to Capture	Target Source
Front desk FTEs per location	HR/Payroll	Current
Time to schedule new patient	Time study (sample 10 calls)	Current
Online review volume (monthly)	Google/Yelp	Last 6 months
Average review rating per location	Google/Yelp	Current
Recall reactivation rate	PMS report	Last 12 months

Financial Metrics

Metric	How to Capture	Target Source
Cost per patient communication	Current tool invoices	Monthly
Collection rate	PMS/Accounting	Last 6 months
Days in AR	Accounting	Current
Revenue lost to no-shows	(No-show count × avg production)	Last 90 days

Standardization Protocol for Cross-Location Comparison

☐ 🟣 Define standard reporting period (recommend: same calendar month for all locations) ☐ Create standardized metric collection template (spreadsheet with locked formulas) ☐ Assign metric collection owner per location (Office Manager) ☐ Assign metric validation owner per region (Regional Manager) ☐ Central team consolidates and validates before implementation begins ☐ Store baseline data in centralized repository (SharePoint/Google Drive with access controls)

Enterprise-Level Requirements

Network Standards

☐ Document minimum network specifications as enterprise policy ☐ Identify locations requiring network upgrades before rollout ☐ Budget network upgrades (average $2,000–$5,000 per location for non-compliant sites) ☐ 🟣 Decide: Centralized IT monitoring vs. location-managed network

Hosting Architecture

☐ 🟣 Decision Required: Centralized vs. Location-Level Configuration

• Recommendation: Hybrid approach
• Centralized: User management, reporting, templates, phone tree structures
• Location-level: Provider schedules, appointment types, local hours

Single Sign-On (SSO)

☐ 🔵 Confirm Weave SSO compatibility with your IdP ☐ Map user roles to Weave permission levels:

• Admin (VP Ops, IT Director)
• Manager (Regional Managers, Office Managers)
• Standard (Front Desk)
• Limited (Clinical staff — if applicable) ☐ Configure auto-provisioning/de-provisioning rules ☐ Test SSO login flow before any location rollout

Centralized Credentialing

☐ Establish Weave admin hierarchy:

• Super Admin: IT Director, VP Ops (enterprise-wide access)
• Regional Admin: Regional Managers (region-wide access)
• Location Admin: Office Managers (single-location access) ☐ Document credential recovery procedures ☐ Establish quarterly access audit process

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3. Location Readiness Assessment

Scoring Framework

Rate each location 1–5 on the following factors. Conduct assessments in Week 1 for all locations.

Factor 1: IT Infrastructure Maturity

Score	Criteria
5	Fiber internet >200Mbps, hardware <3 years old, current PMS version, dedicated IT support
4	Internet 100–200Mbps, hardware <5 years old, PMS version within 1 major release, responsive IT
3	Internet 50–100Mbps, hardware 5–7 years old, PMS version within 2 major releases
2	Internet 25–50Mbps, hardware 7–10 years old, outdated PMS version requiring upgrade
1	Internet <25Mbps, hardware >10 years old, PMS compatibility unknown, no IT support access

Factor 2: Staff Tenure and Adaptability

Score	Criteria
5	Office Manager 3+ years tenure, <15% annual turnover, staff completed tech training in last year
4	Office Manager 2+ years tenure, 15–25% annual turnover, staff moderately tech-comfortable
3	Office Manager 1–2 years tenure, 25–35% annual turnover, mixed tech comfort levels
2	Office Manager <1 year tenure, 35–50% annual turnover, staff resistant to prior tech changes
1	New Office Manager, >50% annual turnover, documented resistance to technology adoption

Factor 3: Patient Volume

Score	Criteria
5	80–120 patients/day — high impact opportunity with manageable complexity
4	60–80 patients/day — strong impact with lower risk
3	40–60 patients/day — moderate impact, ideal for early waves
2	120–150 patients/day — very high impact but elevated risk for pilot
1	>150 or <40 patients/day — either too risky for pilot or insufficient impact to prioritize

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
5	Standard PMS (Dentrix/Eaglesoft/Open Dental), no conflicting comm tools, standard phone system
4	Standard PMS, one conflicting tool requiring migration, standard phone system
3	Standard PMS, multiple tools requiring migration, or non-standard phone system (PBX)
2	Non-standard PMS with documented Weave integration, complex existing tech stack
1	Unsupported PMS, complex PBX requiring professional de-installation, multiple integrations unknown

Factor 5: Local Champion Availability

Score	Criteria
5	Tech-forward provider AND office manager, both expressed enthusiasm for project
4	Strong office manager champion with provider support
3	Office manager willing to champion, neutral provider attitude
2	No clear champion, but no active resistance
1	Key staff expressed resistance, no champion candidates identified

Composite Score Calculation

Formula: Sum of all five factor scores = Composite Readiness Score (5–25)

Composite Score	Readiness Tier	Recommended Wave
22–25	Tier 1: Pilot Ready	Wave 1 — Pilot locations
18–21	Tier 2: Early Adopter	Wave 2 — First expansion
14–17	Tier 3: Standard	Wave 3 — Main rollout
10–13	Tier 4: Remediation Needed	Wave 4 — After addressing gaps
5–9	Tier 5: Significant Barriers	Defer until scored factors improved

Sample Readiness Assessment

Location	IT Infra	Staff	Volume	Tech Stack	Champion	Total	Tier
Northside Dental	4	5	4	5	5	23	1
Downtown Smiles	5	4	3	4	4	20	2
Eastgate Family	3	3	4	4	3	17	3
Valley Pediatric	2	4	5	3	2	16	3
Westbrook Dental	2	2	3	2	2	11	4

Rollout Sequence Recommendation

Wave 1 (Pilot): Select 2–3 locations with:

• Composite score 20+
• Geographic distribution (different regions if applicable)
• Representative of portfolio mix (GP + specialty if you have both)
• Champion with bandwidth to document learnings

Wave 2: Next 5–8 locations with scores 17+, prioritizing those with:

• Regional managers who observed successful Wave 1
• Similar tech stacks to Wave 1 locations

Subsequent Waves: Proceed down the readiness ladder, using lessons learned to address common barriers before arrival.

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4. Rollout Strategy

Wave Structure Recommendation

For a 25-location DSO (scale as needed):

Wave	Locations	Duration	Buffer Before Next Wave
Wave 1 (Pilot)	2–3 locations	4 weeks	2 weeks
Wave 2 (Early Expansion)	5–7 locations	3 weeks	1 week
Wave 3 (Main Rollout)	8–10 locations	3 weeks	1 week
Wave 4 (Final + Remediation)	Remaining	3 weeks	—

Total Timeline: ~16 weeks for 25 locations

Wave 1 Pilot Selection Criteria

Select locations that meet ALL of the following:

☐ Composite readiness score of 22+ (Tier 1) ☐ Strong, engaged local champion (Office Manager and/or Provider) ☐ Low-to-moderate patient volume (50–80/day) — enough to test, not so much that failure is catastrophic ☐ Geographically convenient for in-person support if needed ☐ Tech stack representative of majority of locations ☐ Regional Manager willing to be heavily involved ☐ No major planned disruptions (construction, provider departure, etc.) during pilot period

Ideal Mix: 1 GP location, 1 specialty if applicable, 1 higher-volume "stress test" location if you have a 3rd pilot slot.

Timeline Per Wave

Wave 1 (Pilot) — 4 Weeks

Week	Activities
Week 1	🔵 Phone number porting initiated, hardware deployed, accounts provisioned, integration configured
Week 2	Staff training, parallel run begins (old and new systems), test all workflows
Week 3	🔵 Go-live — phone porting completes, hard cutover, daily check-ins, real-time issue resolution
Week 4	Stabilization, workflow refinements, documentation of learnings, success metrics review

Wave 2+ — 3 Weeks Each

Week	Activities
Week 1	🔵 Setup and training (accelerated based on pilot learnings)
Week 2	Go-live, daily monitoring, escalation response
Week 3	Stabilization, handoff to business-as-usual support

Buffer Period Activities (Between Waves)

☐ Consolidate feedback from completed wave ☐ Update training materials based on FAQs and issues encountered ☐ Refine configuration templates if adjustments were universally needed ☐ Brief next-wave Office Managers with lessons learned ☐ 🟣 Conduct go/no-go decision meeting

Go/No-Go Criteria to Advance to Next Wave

Green Light (Proceed to Next Wave) — ALL must be true:

☐ 90%+ of Wave staff trained and confirmed competent ☐ Phone system fully functional at all Wave locations (no ongoing porting issues) ☐ PMS integration validated — appointments syncing correctly at all Wave locations ☐ No unresolved critical issues (Severity 1 or 2 in escalation queue) ☐ No-show rate not increased vs. baseline (stable or improved) ☐ Local champions confirm readiness to transition to standard support

Yellow Light (Proceed with Caution):

☐ 80–89% staff training completion ☐ 1–2 minor integration issues being actively resolved ☐ Slight uptick in no-shows attributable to transition (documented) ☐ Action: Reduce next wave size by 50%, increase support intensity

Red Light (Pause Rollout):

☐ <80% staff training completion ☐ Ongoing phone system issues (dropped calls, porting incomplete) ☐ PMS sync failures affecting patient data ☐ Multiple locations reporting same unresolved issue ☐ Staff or provider actively resisting use of system ☐ Action: Halt wave progression until root cause resolved

Rollback Plan

If a wave must be paused or rolled back:

Immediate Actions (Within 24 Hours)

☐ Notify Weave Implementation Manager — request support escalation ☐ Notify affected Office Managers — provide clear guidance to staff ☐ If phone system issue: 🔵 Request emergency port-back to prior carrier (48–72 hour process) ☐ Revert to prior communication workflows (manual reminder calls, prior texting system if retained)

Communication Protocol

☐ Regional Manager calls with affected Office Managers within 4 hours of decision ☐ VP Operations notifies C-Suite within 24 hours ☐ Do NOT notify unaffected locations unless rollout pause exceeds 2 weeks

Isolation Strategy

☐ Failing location(s) isolated — does not affect other Wave locations ☐ Other Wave locations proceed to stabilization if performing well ☐ Root cause analysis completed before re-attempting failed location ☐ Document failure and mitigation in Lessons Learned repository

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (Steps 1–10)

☐ 1. Verify Dentrix version (G6.2+ required) — Document version: _______ ☐ 2. Confirm Dentrix Server accessibility from workstation where Weave will be installed ☐ 3. 🔵 Contact Weave support to obtain Dentrix eCentral API credentials ☐ 4. Log into Dentrix as System Administrator ☐ 5. Navigate to Office Manager > Maintenance > Practice Setup > Preferences ☐ 6. Enable API access and external application permissions ☐ 7. 🔵 Install Weave Sync application on Dentrix server (provided by Weave) ☐ 8. Enter API credentials in Weave Sync application ☐ 9. Run initial sync — verify patient count matches (± 1% tolerance) ☐ 10. ⚠️ Verify appointment sync — check next 7 days of appointments match exactly

Estimated Time: 45–60 minutes per location

Eaglesoft Integration (Steps 1–10)

☐ 1. Verify Eaglesoft version (21.0+ required) — Document version: _______ ☐ 2. Log into Eaglesoft as Administrator ☐ 3. Navigate to Lists > Practice Information > Practice Resource Links ☐ 4. 🔵 Contact Weave support to schedule ODBC connection setup (requires Weave technician) ☐ 5. Verify Eaglesoft SQL Server access credentials ☐ 6. Provide Weave technician with remote access during scheduled window ☐ 7. 🔵 Weave technician installs ODBC connector and configures data sync (30–60 min) ☐ 8. Run initial sync — verify patient count matches ☐ 9. ⚠️ Verify appointment sync for next 7 days ☐ 10. Test bidirectional sync — create test appointment in PMS, verify appears in Weave

Estimated Time: 90 minutes per location (includes Weave technician time)

Open Dental Integration (Steps 1–9)

☐ 1. Verify Open Dental version (19.4+ required) — Document version: _______ ☐ 2. Log into Open Dental as Admin ☐ 3. Navigate to Setup > Program Links ☐ 4. Enable eServices API (requires Open Dental support if not already enabled) ☐ 5. 🔵 Obtain Weave API key from Implementation Manager ☐ 6. Enter API key in Program Links > Weave ☐ 7. Enable desired integration points: Appointments, Patients, Recalls ☐ 8. Run initial sync — verify patient and appointment counts ☐ 9. Test appointment creation workflow

Estimated Time: 30–45 minutes per location (Open Dental API is streamlined)

Phone System Configuration

VoIP Setup (Per Location)

☐ 1. 🔵 Receive hardware shipment from Weave (if desk phones ordered) ☐ 2. Unbox and verify hardware manifest matches order ☐ 3. Connect desk phones to network (PoE switches recommended, or use included power adapters) ☐ 4. Install Weave desktop application on all front desk workstations ☐ 5. Install Weave mobile app on Office Manager's mobile device ☐ 6. 🔵 Schedule porting date with Weave Porting Specialist (minimum 10 business days lead time) ☐ 7. ⚠️ Complete LOA (Letter of Authorization) for each phone number being ported — requires exact match to current carrier records ☐ 8. Verify porting LOA accepted — Weave will confirm via email ☐ 9. Test soft-phone functionality before porting (internal calls, external calls using temporary number) ☐ 10. ⚠️ Porting Day: Verify all numbers active on Weave system within 4 hours of scheduled port time

⚠️ Common Porting Failures:

• Business name mismatch between LOA and carrier records
• Unauthorized signer on LOA
• Pending account balance with current carrier
• Numbers under contract with early termination fees

Phone Tree / IVR Configuration

☐ 1. Map current phone tree structure for each location ☐ 2. 🟣 Decide: Standardize phone tree across all locations vs. allow local variation ☐ 3. Record or select auto-attendant greetings (Weave provides professional voice options) ☐ 4. Configure business hours per location ☐ 5. Configure after-hours routing (voicemail, answering service, emergency line) ☐ 6. Configure hold music and messaging ☐ 7. Set up call queues for high-volume locations (if applicable) ☐ 8. Test all routing paths before go-live

Standardized Configuration Template (Enterprise)

Configure these settings IDENTICALLY across all locations:

Setting	Recommended Standard
Appointment reminder timing	72 hrs (email), 24 hrs (text), 2 hrs (text)
Reminder message template	[See Appendix A for approved templates]
Review request timing	2 hours post-appointment
Review request frequency cap	1 request per patient per 90 days
Missed call text auto-response	"We missed your call! Reply to this text or we'll call you back within [X] minutes."
After-hours auto-response	"Our office is closed. For emergencies, call [X]. We'll respond when we reopen at [time]."
Phone tree structure	Level 1: Schedule/Reschedule (1), Billing (2), Existing Patient (3), New Patient (4)
Call recording	Enabled — with required disclosures
Two-factor authentication	Required for all admin accounts

Allow these settings to vary by location:

Setting	Location Discretion
Office hours	Must match actual hours
Provider names in greetings	Per location staffing
Specialty-specific message templates	Pedo messaging different from GP, etc.
Custom hold music	Brand-appropriate within guidelines
Team member extensions	Per local staffing structure

Test Environment Setup

Centralized Test Environment (Recommended)

☐ 🟣 Provision a non-production Weave environment for testing (coordinate with Weave) ☐ Connect to a test PMS database (clone of production with PHI removed/anonymized) ☐ Test all configurations in sandbox before deploying to production locations ☐ Use test environment for champion training sessions ☐ Document all validated configuration settings for production deployment

Per-Location Validation Checklist

Before go-live, confirm at each location:

☐ Patient data synced correctly (spot-check 10 random patients) ☐ Appointments synced for next 30 days (spot-check 20 appointments) ☐ Incoming call displays patient information correctly ☐ Outbound calls display correct caller ID ☐ Text messages send and receive ☐ Appointment reminders scheduled correctly ☐ Review requests trigger at correct interval ☐ Forms link and submit properly ☐ Payment link functions (if using Weave Payments) ☐ All team members can log in with correct permissions

Data Migration / Historical Ingestion

☐ 🔵 Coordinate with Weave on historical communication import (if switching from another platform) ☐ Export SMS history from prior platform (if available and necessary for continuity) ☐ ⚠️ Do NOT attempt to import patient data separately — rely on PMS sync as source of truth ☐ Verify recall lists populated from PMS data ☐ Verify outstanding balance data synced (if using Weave Payments)

Security and HIPAA Compliance Verification

Enterprise HIPAA Checklist

☐ 🔵 Execute BAA with Weave (legal review required — standard BAA provided by Weave) ☐ Verify BAA covers all services: phone, SMS, email, payments, forms ☐ Document data flow: patient data flows from PMS → Weave servers (encrypted in transit and at rest) ☐ Verify Weave's SOC 2 Type II certification (request current report) ☐ Confirm SMS messages do not contain PHI in preview (configurable) ☐ Verify call recordings stored with appropriate access controls ☐ Configure role-based access to limit PHI exposure ☐ Document Weave's data retention and deletion policies ☐ Add Weave to your organization's risk assessment documentation ☐ 🟣 Brief compliance officer on new vendor and obtain sign-off

Per-Location Security Verification

☐ SSO login functioning (no local password storage) ☐ Appropriate role assignments for each staff member ☐ Call recording disclosures added to phone tree (required by state law — varies by state) ☐ Screen timeout settings active on shared workstations ☐ Verify no unauthorized access to admin settings

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6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location must have ONE designated champion. Ideal champions have:

☐ Office Manager role (strongly preferred) OR senior front desk lead ☐ 2+ years at the location ☐ Demonstrated tech proficiency (uses current systems confidently) ☐ Positive attitude toward change (not vocal skeptic) ☐ Communication skills to train peers effectively ☐ Bandwidth to dedicate 10–15 hours during implementation month ☐ Willingness to be accountable for team training completion

Champion Responsibilities

Phase	Responsibility	Time Commitment
Pre-Training	Complete certification training (virtual, self-paced)	4–6 hours
Pre-Training	Review location-specific configuration	1–2 hours
Training Week	Deliver role-specific training to all location staff	4–6 hours
Go-Live Week	Serve as first point of contact for staff questions	2–3 hours/day
Post-Go-Live	Monitor adoption, report issues, reinforce training	1 hour/day (first 2 weeks)
Ongoing	Train new hires, deliver quarterly refreshers	As needed

Champion Certification Process

☐ 🔵 Champions complete Weave Champion Certification (Weave provides e-learning modules) ☐ Champions pass certification quiz (80% minimum score) ☐ Champions participate in Wave-specific briefing call with Implementation Manager ☐ Champions receive Champion Toolkit:

• Training slide deck (customizable)
• Role-specific job aids
• FAQ document
• Escalation contact list

Standardized Training Materials (Central Creation)

Create these materials centrally for champions to deliver:

☐ Weave Overview Presentation (15 slides, 30 minutes)

• What is Weave and why we're implementing it
• What's changing vs. staying the same
• Timeline and expectations
• Support resources

☐ Role-Specific Training Modules (see below for content)

☐ Day 1 Cheat Sheets (one-page quick reference per role)

☐ FAQ Document (top 20 questions from pilot locations)

☐ Video Library (short how-to videos for common tasks — can use Weave's provided videos or record custom)

Role-Specific Training Outlines

Front Desk / Office Manager Training

Audience: Primary users — highest training priority Estimated Training Time: 2–3 hours (can be split across 2 sessions) **