Yosi Health
Step-by-step implementation guide — pre-implementation checklist, onboarding, staff training, go-live runbook, and ROI tracking.
Yosi Health — Implementation Playbook (DSO)
Yosi Health Implementation Playbook
Patient Communication AI for DSOs
1. Executive Summary
What Yosi Health Does
Yosi Health is a pre-arrival patient engagement platform that automates intake, registration, eligibility verification, and appointment preparation through mobile-first digital workflows. The system captures patient information before appointments, integrates with practice management systems, and streamlines front-desk operations while improving patient satisfaction scores.
Why DSOs Benefit from Patient Communication AI
Patient communication technology delivers disproportionate returns at scale. When a DSO deploys Yosi Health across 15–50 locations, it unlocks:
- Standardization of patient experience: Every location presents a consistent, professional digital front door regardless of local staff variations
- Centralized data visibility: Real-time dashboards aggregate intake completion rates, no-show patterns, and eligibility verification success across the entire portfolio
- Labor efficiency multiplication: A 15-minute reduction in chair-time intake across 40 locations translates to 600+ hours of recaptured clinical capacity per month
- Insurance verification automation: Centralized eligibility checks reduce claim denials at scale, directly improving revenue cycle performance
Expected Timeline: Decision to Full Deployment
| Phase | Duration | Milestone |
|---|---|---|
| Pre-Implementation | Weeks 1–2 | Contracts signed, technical requirements confirmed, baseline metrics captured |
| Pilot Wave (2–3 locations) | Weeks 3–6 | Full deployment at pilot sites, validation of workflows |
| Wave 2 (5–8 locations) | Weeks 7–10 | Expanded rollout with refined processes |
| Wave 3+ (Remaining locations) | Weeks 11–16 | Full portfolio deployment |
| Optimization | Weeks 17–20 | ROI validation, workflow refinement, steady-state operations |
Total timeline: 16–20 weeks from signed contract to full deployment across a 30-location DSO. Smaller portfolios (15–20 locations) may compress to 12–14 weeks. Larger portfolios (40–50 locations) should budget 20–24 weeks.
2. Pre-Implementation Checklist (Weeks 1–2)
Technical Requirements
Hardware
☐ Confirm all locations have tablets or check-in kiosks with minimum specs: iOS 14+ or Android 10+, 10" screen minimum ☐ Verify front desk workstations have Chrome, Edge, or Safari (current version - 2) ☐ Assess waiting room WiFi coverage — patient-facing network must support 20+ concurrent devices ☐ ⚠️ Identify any locations with shared or guest networks that may block outbound API calls
Software
☐ Document PMS version at each location (Dentrix, Eaglesoft, Open Dental, Denticon, Curve) ☐ Confirm PMS is on vendor-supported version (check Yosi Health compatibility matrix) ☐ 🔵 Obtain Yosi Health system requirements document from vendor ☐ Verify browser auto-update policies are in place
Network
☐ Minimum bandwidth: 25 Mbps download / 10 Mbps upload per location ☐ Firewall whitelist: Yosi Health API endpoints (provided during onboarding) ☐ SSL/TLS 1.2+ enabled ☐ ⚠️ Test API connectivity from each location's network before deployment
Integrations
☐ List all systems requiring integration: PMS, imaging software, payment processors, insurance verification tools ☐ Identify existing eligibility verification vendor (Yosi Health may replace or integrate) ☐ Document current patient communication tools (Weave, Lighthouse, RevenueWell) that may overlap
Vendor Onboarding Steps
| Action | Owner | Timeline |
|---|---|---|
| 🔵 Schedule kickoff call with Yosi Health implementation team | VP Operations | Day 1 |
| 🔵 Confirm dedicated implementation manager and support contacts | Yosi Health | Day 2 |
| 🔵 Obtain SOW, implementation timeline, and milestone checklist | Yosi Health | Day 3 |
| Execute BAA (Business Associate Agreement) | Legal / Compliance | Days 1–5 |
| 🔵 Request sandbox/test environment access | Yosi Health | Day 5 |
| Schedule weekly implementation sync (30 min) | Project Manager | Day 5 |
Key Vendor Contacts to Establish
☐ Implementation Manager (primary contact during rollout) ☐ Technical Integration Specialist (for PMS connectivity issues) ☐ Customer Success Manager (post-go-live optimization) ☐ Support escalation path: Tier 1 → Tier 2 → Engineering
Data/Access Prerequisites
☐ PMS admin credentials for integration configuration (per location or centralized) ☐ API keys from PMS vendor (if required for bidirectional sync) ☐ 🔵 Yosi Health admin portal credentials (requested during kickoff) ☐ Location-specific NPI numbers and Tax IDs for eligibility verification ☐ Current patient demographic export (CSV or HL7) for data validation testing ☐ Insurance payer list with common plans per region
Internal Stakeholder Alignment
Stakeholder Alignment Map
| Stakeholder | Role in Implementation | Communication Frequency | Decision Rights |
|---|---|---|---|
| 🟣 Board/Investors | Informed of strategic AI adoption | Quarterly summary | Budget approval |
| 🟣 CEO/CDO | Executive sponsor | Weekly status (first 8 weeks) | Go/no-go decisions |
| 🟣 VP Operations | Project owner | Daily during rollout | Rollout sequencing, escalation |
| CFO | ROI tracking | Bi-weekly | Budget reallocation |
| VP Revenue Cycle | Claims impact monitoring | Weekly | Eligibility workflow decisions |
| Regional Managers | Cascade communication, local accountability | 2x weekly during their wave | Local resource allocation |
| Office Managers | Execution leads | Daily during location go-live | Staff scheduling, workflow adaptation |
| Lead Providers | Clinical workflow validation | Weekly | Override/exception protocols |
| Front Desk Staff | Primary users | Training + daily use | None (feedback channel) |
Approvals Required Before Proceeding
☐ 🟣 Budget approval for implementation and ongoing SaaS fees ☐ 🟣 Executive sponsor designated and committed ☐ 🟣 Legal/compliance sign-off on BAA and data handling ☐ Regional manager buy-in documented (brief acknowledgment of timeline and responsibilities) ☐ IT leadership confirmation of technical requirements achievability
Enterprise-Level Requirements
Network Standards Across Locations
☐ Document minimum network specifications as enterprise standard ☐ Identify locations below standard and create remediation plan with timeline ☐ Establish monitoring protocol (can central IT see connectivity status per location?)
Centralized vs. Location-Level Hosting
Recommendation: Yosi Health is cloud-hosted (SaaS), so hosting is centralized by default. Configuration decisions: ☐ 🟣 Decide: Single enterprise contract or location-level agreements? ☐ 🟣 Decide: Centralized admin portal with location-level sub-accounts (recommended) or independent instances? ☐ Document hierarchy: Enterprise Admin → Regional Admin → Location Admin
SSO and Credentialing
☐ Determine SSO requirements (Okta, Azure AD, Google Workspace) ☐ 🔵 Confirm Yosi Health SSO support and integration pathway ☐ ⚠️ If SSO not available, establish password policy and credential management process ☐ Define role-based access levels: Admin, Manager, Staff, Read-Only
Baseline Metrics (Capture BEFORE Go-Live)
Required Metrics — Standardized Across All Locations
| Metric | Definition | Source | Capture Method |
|---|---|---|---|
| Patient no-show rate | % of scheduled appointments where patient did not arrive | PMS | Monthly report, 90-day trailing average |
| Appointment confirmation rate | % of appointments confirmed via existing system | Current communication tool | System report |
| Average check-in time | Minutes from patient arrival to seated in operatory | Time study or estimate | Front desk observation (sample 20 patients) |
| Intake form completion rate | % of new patients with complete paperwork pre-arrival | Front desk manual count | 2-week audit |
| Insurance eligibility verification errors | # of claims rejected due to eligibility issues | RCM system | Monthly report, 90-day average |
| Front desk staff hours on intake tasks | Estimated weekly hours spent on intake/registration | Manager estimate | Interviews |
| Patient satisfaction (intake-related) | Score or verbatim feedback on registration experience | Survey or Google reviews | Current survey data or NPS |
| Same-day cancellation rate | % of appointments cancelled <24 hours | PMS | Monthly report |
Standardization Protocol
☐ Create metric capture template (spreadsheet or form) ☐ Distribute to all office managers with instructions ☐ Set deadline: All baselines submitted 1 week before any go-live ☐ Central team validates data quality and flags outliers ☐ ⚠️ Do not proceed to go-live at any location without baseline data — ROI measurement depends on it
3. Location Readiness Assessment
Scoring Framework
Rate each location 1–5 on each factor. Calculate composite score (sum or weighted average based on your priorities).
Factor 1: IT Infrastructure Maturity
| Score | Criteria |
|---|---|
| 5 | Fiber internet (100+ Mbps), hardware <3 years old, PMS current version, strong WiFi coverage |
| 4 | Cable internet (50+ Mbps), hardware 3–4 years old, PMS within 1 version of current |
| 3 | Cable internet (25–50 Mbps), hardware 4–5 years old, PMS 2 versions behind |
| 2 | DSL or unreliable connection, hardware >5 years old, PMS significantly outdated |
| 1 | Known connectivity issues, unsupported PMS version, no dedicated IT support |
Factor 2: Staff Tenure and Adaptability
| Score | Criteria |
|---|---|
| 5 | <10% annual turnover, team has adopted 2+ new tech tools in past year, no resistance history |
| 4 | 10–20% turnover, 1 recent tech adoption, generally adaptable |
| 3 | 20–30% turnover, mixed tech adoption history, some resistance anticipated |
| 2 | 30–40% turnover, failed or difficult tech rollouts in past, change-resistant culture |
| 1 | >40% turnover, active resistance to new processes, leadership turnover imminent |
Factor 3: Patient Volume
| Score | Criteria |
|---|---|
| 5 | High volume (40+ patients/day), high impact potential, mature operations to handle change |
| 4 | Medium-high volume (30–40 patients/day), strong operational foundation |
| 3 | Medium volume (20–30 patients/day), balanced risk/reward |
| 2 | Lower volume (10–20 patients/day), limited ROI impact but lower risk |
| 1 | Low volume (<10 patients/day) or highly variable (new location, recent acquisition) |
Factor 4: Existing Tech Stack Compatibility
| Score | Criteria |
|---|---|
| 5 | PMS on Yosi Health's preferred integration list, no conflicting tools, clean data |
| 4 | PMS compatible, 1 minor integration complexity, data quality good |
| 3 | PMS compatible with workarounds, existing communication tool to sunset, data cleanup needed |
| 2 | PMS integration limited, multiple overlapping tools, significant data issues |
| 1 | PMS not on compatibility list, unresolved integration blockers |
Factor 5: Local Champion Availability
| Score | Criteria |
|---|---|
| 5 | Tech-forward office manager + engaged provider, both committed to championing rollout |
| 4 | Strong office manager champion OR engaged provider champion |
| 3 | Willing office manager, no strong tech advocate |
| 2 | Office manager overloaded, no clear champion, may need external support |
| 1 | Leadership gap, recent manager turnover, or active disengagement |
Composite Scoring and Rollout Sequence
Scoring Calculation
Simple sum: Total possible = 25 points
- 21–25: High readiness — Wave 1 candidate
- 16–20: Medium-high readiness — Wave 2 candidate
- 11–15: Medium readiness — Wave 3 candidate
- 6–10: Low readiness — Remediation needed before rollout
- <6: Critical gaps — Hold until addressed
Weighted Alternative
If certain factors matter more, apply weights:
- IT Infrastructure: 1.5x
- Staff Adaptability: 1.5x
- Patient Volume: 1.0x
- Tech Compatibility: 1.0x
- Champion Availability: 1.0x
Sample Readiness Assessment
| Location | IT (1-5) | Staff (1-5) | Volume (1-5) | Compatibility (1-5) | Champion (1-5) | Total | Recommended Wave |
|---|---|---|---|---|---|---|---|
| Maple Street | 5 | 4 | 4 | 5 | 5 | 23 | Wave 1 |
| Downtown | 4 | 4 | 5 | 4 | 4 | 21 | Wave 1 |
| Riverside | 4 | 3 | 3 | 4 | 3 | 17 | Wave 2 |
| Oak Park | 3 | 3 | 4 | 3 | 3 | 16 | Wave 2 |
| Lakeside | 2 | 2 | 3 | 3 | 2 | 12 | Wave 3 + remediation |
Output
☐ Complete readiness assessment for all locations ☐ Rank locations by composite score ☐ Identify remediation actions for low-scoring locations ☐ 🟣 Present rollout sequence recommendation to executive sponsor for approval
4. Rollout Strategy
Wave Structure Recommendation
For a 30-location DSO:
- Wave 1: 2–3 pilot locations (Weeks 3–6)
- Wave 2: 5–8 locations (Weeks 7–10)
- Wave 3: 8–10 locations (Weeks 11–13)
- Wave 4: Remaining locations (Weeks 14–16)
For larger DSOs (40–50 locations), add Wave 5 or increase Wave 3–4 capacity.
Wave 1 Pilot Selection Criteria
Wave 1 locations must meet ALL of the following: ☐ Readiness score 21+ (top tier) ☐ Representative of portfolio (if you have GPs, specialists, and pedo, include at least 2 types) ☐ Geographic diversity (at least 2 regions if multi-region) ☐ ⚠️ NOT your highest-revenue location (manage risk) ☐ Office manager explicitly committed to pilot participation ☐ Provider willing to provide workflow feedback
Wave 1 Selection Checklist
☐ Identify 4–5 candidates that meet criteria ☐ Interview office managers to confirm commitment ☐ 🟣 Present final Wave 1 selection to executive sponsor ☐ Communicate selection to chosen locations and set expectations
Timeline Per Wave
Wave 1 (Pilot): 4 Weeks
| Week | Activities |
|---|---|
| Week 1 | Configuration, integration testing, champion training |
| Week 2 | Staff training, parallel testing with live patient data |
| Week 3 | Go-live, daily monitoring, rapid issue resolution |
| Week 4 | Stabilization, workflow refinement, lessons learned capture |
Waves 2–4: 3 Weeks Each
| Week | Activities |
|---|---|
| Week 1 | Configuration (using standardized template), champion training |
| Week 2 | Staff training, go-live |
| Week 3 | Stabilization, monitoring, lessons integration |
Buffer Between Waves
- 1 week minimum between Wave 1 → Wave 2 (critical for lessons capture)
- 3–5 days between subsequent waves
- Use buffer for: lessons learned documentation, template refinement, champion debrief
Go/No-Go Criteria
Criteria to Advance from Wave 1 to Wave 2
| Criterion | Threshold | Measurement |
|---|---|---|
| Technical stability | Zero critical system failures in Week 4 | Incident log |
| Integration reliability | 95%+ successful PMS syncs | Yosi Health dashboard |
| Staff adoption | 80%+ of check-ins processed via Yosi | System data |
| Patient completion rate | 60%+ of patients complete pre-arrival forms | System data |
| Champion confidence | Champions rate readiness 4+ out of 5 | Survey |
| No open P1 issues | All critical issues resolved or workaround in place | Issue tracker |
☐ 🟣 Formal go/no-go decision meeting with VP Operations before advancing each wave
Rollback Plan
If a Wave Must Be Paused
Triggers for rollback consideration:
- Critical integration failure affecting patient data integrity
20% of appointments impacted by system issues in first 3 days
- Staff abandonment of system (manual workaround exceeds 50%)
- Patient complaints reaching social media or formal channels
Rollback Protocol:
- Immediate: Disable patient-facing intake link (reverts to paper/clipboard)
- Same day: Notify vendor, escalate to Tier 2/Engineering
- 24-hour assessment: Root cause identified and remediation timeline estimated
- Decision point:
- If fix <48 hours: Pause and resume
- If fix >48 hours: Full rollback, communicate to affected locations
- Post-rollback: Do not proceed to next wave until issue fully resolved and tested
Isolation Protocol
⚠️ Each location operates independently in Yosi Health. A failure at one location does NOT require rollback at other locations. However, if root cause affects all locations (e.g., API-level issue), pause all go-lives until resolved.
5. Configuration & Integration (Weeks 2–3)
Practice Management System Integration
Dentrix Integration
| Step | Action | Owner | Time Est. |
|---|---|---|---|
| 1 | Verify Dentrix version (G7 or newer recommended) | Local IT / Office Manager | 15 min |
| 2 | 🔵 Obtain Yosi Health Dentrix connector installer | Yosi Health | Vendor provides |
| 3 | Install Dentrix API service (may require Dentrix support) | Local IT | 1 hour |
| 4 | Configure API credentials in Yosi Health admin portal | Central IT | 30 min |
| 5 | 🔵 Run test sync — verify patient data pulls correctly | Central IT + Yosi Health | 1 hour |
| 6 | ⚠️ Verify appointment types map correctly | Central IT | 30 min |
| 7 | Test bidirectional sync — confirm form data writes back | Central IT | 1 hour |
| 8 | Document any Dentrix-specific workarounds | Central IT | As needed |
Eaglesoft Integration
| Step | Action | Owner | Time Est. |
|---|---|---|---|
| 1 | Verify Eaglesoft version | Local IT | 15 min |
| 2 | Confirm Patterson API license (may require Patterson support) | Office Manager | 1–3 days |
| 3 | 🔵 Configure Yosi Health Eaglesoft integration | Yosi Health + Central IT | 2 hours |
| 4 | Test patient lookup and appointment sync | Central IT | 1 hour |
| 5 | ⚠️ Verify insurance information syncs correctly | Central IT | 1 hour |
Open Dental Integration
| Step | Action | Owner | Time Est. |
|---|---|---|---|
| 1 | Enable Open Dental API (requires eServices subscription) | Office Manager | 15 min |
| 2 | Generate API key from Open Dental | Central IT | 15 min |
| 3 | 🔵 Enter API key in Yosi Health portal | Central IT | 15 min |
| 4 | Configure FHIR endpoints if applicable | Central IT + Yosi Health | 1 hour |
| 5 | Test sync with live patient data | Central IT | 1 hour |
Denticon / Curve / Other Cloud PMS
☐ 🔵 Request integration documentation from Yosi Health for your specific PMS ☐ Cloud-to-cloud integrations typically simpler but may require vendor coordination ☐ Allow extra time for less common PMS platforms
Eligibility Verification System Integration
| Step | Action | Owner | Time Est. |
|---|---|---|---|
| 1 | Document current eligibility verification workflow | Revenue Cycle | 1 hour |
| 2 | 🟣 Decide: Replace existing eligibility tool or integrate | VP Operations + CFO | Decision meeting |
| 3 | 🔵 Configure Yosi Health eligibility verification payer connections | Yosi Health | 2 hours |
| 4 | Test eligibility checks with sample patient data | Revenue Cycle | 2 hours |
| 5 | ⚠️ Verify response accuracy against manual verification | Revenue Cycle | 1 hour |
| 6 | Configure eligibility failure alerts and workflows | Revenue Cycle | 1 hour |
Test Environment Setup and Validation
Centralized Test Environment (Recommended for DSO)
☐ 🔵 Request dedicated sandbox tenant from Yosi Health ☐ Configure sandbox with representative data (anonymized or test patients) ☐ Integrate sandbox with test/demo PMS instance if available ☐ Run full workflow test: appointment scheduled → pre-arrival sent → patient completes → data syncs to PMS ☐ Document all test scenarios and results
Validation Checklist
| Test Scenario | Expected Result | Pass/Fail |
|---|---|---|
| New patient receives pre-arrival link via SMS | Link delivered, opens correctly | ☐ |
| Patient completes intake forms on mobile | All required fields captured | ☐ |
| Insurance photos upload successfully | Images viewable in Yosi portal | ☐ |
| Eligibility verification returns results | Accurate coverage information displayed | ☐ |
| Data syncs to PMS | Demographics, insurance, forms visible in PMS | ☐ |
| Appointment reminder sent at correct interval | SMS/email delivered per configuration | ☐ |
| Patient confirms appointment | Confirmation reflected in Yosi + PMS | ☐ |
| Patient cancels appointment | Cancellation reflected, slot opens | ☐ |
Data Migration / Historical Data
| Step | Action | Owner | Time Est. |
|---|---|---|---|
| 1 | Determine historical data requirements (previous intake forms, communication history) | VP Operations | Decision meeting |
| 2 | 🔵 Confirm Yosi Health data import capabilities | Yosi Health | Discovery call |
| 3 | Export historical data from current system (if migrating) | Central IT | 2–4 hours |
| 4 | 🔵 Provide data to Yosi Health in required format | Central IT + Yosi Health | Coordination |
| 5 | ⚠️ Validate imported data accuracy | Central IT | 2 hours |
Note: Most practices do NOT migrate historical patient communication data. Yosi Health starts fresh with upcoming appointments. Historical intake forms typically remain in PMS or document storage.
Security and HIPAA Compliance
Enterprise-Level HIPAA Checklist
| Item | Action | Owner | Status |
|---|---|---|---|
| Business Associate Agreement | 🔵 Obtain signed BAA from Yosi Health | Legal | ☐ |
| Data encryption in transit | Verify TLS 1.2+ for all data transmission | Central IT | ☐ |
| Data encryption at rest | 🔵 Confirm Yosi Health encryption standards (AES-256) | Yosi Health | ☐ |
| Access controls | Configure role-based access in Yosi portal | Central IT | ☐ |
| Audit logging | 🔵 Verify audit log availability and retention | Yosi Health | ☐ |
| Data retention policy | Document retention period and deletion procedures | Compliance | ☐ |
| Breach notification | 🔵 Confirm breach notification procedures and timeline | Yosi Health + Legal | ☐ |
| Staff training | HIPAA-specific training for Yosi Health usage | Compliance | ☐ |
| PHI access review | Establish quarterly access review process | Compliance | ☐ |
Data Governance
☐ 🟣 Define data ownership (DSO owns patient data, Yosi Health is processor) ☐ Document data flow: Patient device → Yosi Health cloud → PMS ☐ Confirm data residency (US-based servers for HIPAA compliance) ☐ Establish data deletion/export process for patient requests
Standardized vs. Location-Specific Configuration
Standardize Centrally (Enterprise Template)
| Setting | Central Standard | Rationale |
|---|---|---|
| Branding | DSO logo, colors, tagline | Consistent patient experience |
| Pre-arrival timing | 48 hours before appointment | Optimal completion rates |
| Reminder sequence | 48 hrs, 24 hrs, 2 hrs | Standard protocol |
| Required intake fields | Name, DOB, insurance, medical history, consent | Compliance consistency |
| Insurance photo requirement | Enabled for all new patients | Eligibility accuracy |
| Confirmation method | SMS (primary), email (secondary) | Highest engagement |
| Two-way texting enabled | Yes | Patient experience |
| Language options | English, Spanish (add per region) | Patient accessibility |
Allow Local Discretion
| Setting | Local Decision | Guidance |
|---|---|---|
| Appointment types included | May exclude certain visit types | Work with office manager |
| Provider-specific intake questions | Specialists may add custom questions | Approve centrally, configure locally |
| Hours of operation | Location-specific | Accuracy for scheduling |
| Custom messaging | Minor verbiage adjustments | Must stay within brand guidelines |
| SMS opt-out handling | Local staff manages exceptions | Train on protocol |
Configuration Template Protocol
☐ Central IT creates master configuration template ☐ Document all standardized settings with screenshots ☐ Location-specific fields clearly marked ☐ New locations use template as starting point ☐ Changes to template require VP Operations approval
6. Team Training Plan
Train-the-Trainer Model
Champion Selection Criteria
Each location needs ONE designated champion (Office Manager preferred, or treatment coordinator / lead front desk):
| Criterion | Requirement |
|---|---|
| Role | Office Manager, Lead Front Desk, or Treatment Coordinator |
| Tech comfort | Demonstrates competence with current PMS and digital tools |
| Influence | Respected by team, able to drive adoption |
| Availability | Can dedicate 8–10 hours to training and initial support |
| Communication | Willing to provide feedback to central team |
| Longevity | Expected to remain in role for 6+ months |
Champion Responsibilities
| Phase | Responsibility |
|---|---|
| Pre-launch | Complete champion certification, customize local training |
| Go-live week | Train location staff, provide real-time support |
| Week 2–4 | Monitor adoption, troubleshoot issues, escalate as needed |
| Ongoing | Train new hires, reinforce best practices, provide quarterly feedback |
Champion Certification Process
| Step | Activity | Time | Owner |
|---|---|---|---|
| 1 | 🔵 Complete Yosi Health Champion Training (virtual) | 2 hours | Champion + Yosi Health |
| 2 | Review enterprise configuration template | 30 min | Champion |
| 3 | Complete practice exercises in sandbox | 1 hour | Champion |
| 4 | Pass certification quiz (80%+ score) | 30 min | Champion |
| 5 | Receive Champion badge and support escalation contacts | — | Central team |
| 6 | Customize training materials for local team | 1 hour | Champion |
Role-Specific Training Outlines
Dentists/Providers
Training objective: Understand how patient information arrives in the operatory and how to trust/verify pre-arrival data.
| Topic | Content | Format | Time |
|---|---|---|---|
| System overview | What Yosi Health does and why we're using it | Champion presentation | 10 min |
| Workflow changes | Patient arrives pre-registered, review intake in PMS before entering room | Walkthrough | 10 min |
| Viewing patient data | Where to find completed forms, medical history, insurance info | Live demo | 10 min |
| Edge cases | Incomplete forms, patients who arrive without completing | Discussion | 10 min |
| Feedback channel | How to report issues or suggest improvements | One-pager | 5 min |
Total training time: 45 minutes Format: Group session or 1:1 with champion Common resistance: "I don't want to rely on patient-entered data" → Address with: data verification is still possible, system improves over time, you can ask follow-up questions
Day 1 Cheat Sheet for Providers:
✓ Patient info now appears in PMS BEFORE appointment
✓ Check medical history tab for updated info
✓ Insurance eligibility verified automatically — check status flag
✓ If info looks incomplete → patient may not have finished pre-arrival
✓ Questions? Ask [Champion name] or call [number]
Hygienists
Training objective: Understand workflow changes and any direct system interaction.
| Topic | Content | Format | Time |
|---|---|---|---|
| System overview | What changes and what stays the same | Champion presentation | 10 min |
| Workflow impact | Pre-arrival reduces chair-time intake, more time for clinical | Discussion | 10 min |
| Viewing patient data | Accessing medical history updates in PMS | Quick demo | 10 min |
| Patient questions | How to answer "I already filled this out online" | Role play | 5 min |
Total training time: 35 minutes Format: Group session during huddle Common resistance: "I still need to verify medications" → Address with: You absolutely should, pre-arrival gives you a head start
Day 1 Cheat Sheet for Hygienists:
✓ Medical history update should be in PMS before patient arrives
✓ Still confirm medications verbally (good clinical practice)
✓ Patient says "I did this online" → That's great, we're just confirming
✓ Questions? Ask [Champion name]
Front Desk / Office Manager
Training objective: Master the system for daily operations and patient interactions.
| Topic | Content | Format | Time |
|---|---|---|---|
| Full system walkthrough | Yosi Health dashboard, patient status, sync monitoring | Live demo | 45 min |
| Sending pre-arrival links | Manual send for missed patients, resend options | Hands-on practice | 20 min |
| Monitoring completion | Tracking who has completed vs. not | Dashboard review | 15 min |
| Patient check-in workflow | New workflow when patient arrives | Role play | 15 min |
| Handling exceptions | Patient without phone, tech issues, elderly patients | Discussion | 15 min |
| Two-way texting | Responding to patient messages | Hands-on practice | 15 min |
| Troubleshooting | Common issues and solutions | Cheat sheet review | 15 min |
Total training time: 2 hours Format: Champion-led hands-on session Common resistance: "What if patients prefer paper?" → Address with: Have clipboards available, system is opt-in, most patients prefer digital, reduces YOUR workload
Day 1 Cheat Sheet for Front Desk:
✓ Check Yosi dashboard each morning for
AI-generated implementation guide based on public vendor information. Verify specifics directly with Yosi Health.