▶ 10/6 Next Steps ★ Front Desk Playbook The Case 3 Tracks · 10 Videos Delivery Model Missed-Call Reality Governance Career Pathing Assignments Timeline Hub Can Grow Ops Signoff
Program Plan · Sept 2026 · Working Draft v0.3 · 10 videos produced · 10/6 review call

Phone Skills Training — a layered system to lift call conversion where PeerLogic can see it.

Three tracks · four delivery tiers · one story to tell leadership. Built to defend the $203K PeerLogic Analytics stack by proving it moves the needle, and to give the field training team a repeatable playbook they can run without integration work eating their capacity.

Program leads: Amy McNeill (Marketing) · Dana & Jessica (Field Training)
Governance: Patient Experience · Compliance · Marketing Leadership
Reports up to: Ops leadership
Next milestone: 10/6 review call — Dana + Jessica sign off videos + Open Questions workbook
What changed in v0.3 · Sept 26 · videos produced

All 10 videos delivered · reviewer workbook out to Dana + Jessica · 10/6 review call is the sign-off gate

What changed in v0.2 · post PX call · Aug 25

Governance settled · 5-tier delivery model · sub-tracks · webinar target dated

Priority · 10/6 Call

Next Steps — what has to happen before, on, and after the 10/6 review call.

All 10 videos are produced and sitting in the SharePoint folder with a reviewer workbook. The 10/6 call is the sign-off gate: Dana + Jessica walk in having watched everything and filled in the workbook, we work through open questions live, and we walk out with a Workday-upload-ready package for Andrew.

Before · this week

Watch, review, respond

  • 1 Dana + Jessica — watch all 10 videos in the SharePoint folder. Mark Approved (Y/N) + By Whom + Date + Notes on Sheet 2 of the workbook.
  • 2 Dana + Jessica — fill in the yellow Dana / Jessica Response column on Sheet 3 (45 open questions). Yes / edit / veto — Amy's recommendation is already in the row.
  • 3 Dana + Jessica — approve the content on the Front Desk Playbook page. That's the hub version of the cheat sheets going to every practice.
  • 4 Andrew — confirm .mp4 (1280×720, H.264 + AAC) uploads into Workday as-is, no special conversion. If a different format is needed, name it now.
Reminder: everything in these 10 videos is AI-generated. Amazing but not perfect — Dana + Jessica's eyes on the details is the whole point.
On the Call · 10/6

Work through the workbook live

  • • Walk the 10 videos — any re-record calls get noted in Sheet 2 (which video, which line, what to change).
  • • Close out Sheet 3 open questions live — any yellow cell Dana/Jessica couldn't answer before the call gets resolved together.
  • • Confirm Video 2D (Financials Conversation, drafted 9/25 from first principles) — keep as drafted with Dana/Jessica edits, or replace outright with a Dana + Jessica source doc.
  • • Confirm Track 3 (3A + 3B) path to Compliance — who owns routing, what's the turnaround target so Course 3 doesn't hold up Courses 1 + 2.
  • • Lock the Workday deployment sequence: Course 1 · Phone Essentials (1A–1D, ~5:45) · Course 2 · Insurance/Financials/Membership (2A–2D, ~6:45) · Course 3 · AI Voice-Assist (3A–3B, ~2:55, ships after Compliance).
After · post-10/6

Sign-off ladder → Workday load

  • → Amy — re-records any videos flagged on the call (turnaround: same week, using the locked Higgsfield recipe).
  • → Compliance — reviews 3A + 3B wording line-by-line. Log approval in workbook Sheet 2.
  • → Membership vendor — cross-check Track 2 wording + pricing placeholders. Log approval in workbook.
  • → Gail — final sign-off on all 10 in Sheet 2 (Courses 1 + 2 first if Course 3 is still in Compliance review).
  • → Andrew — uploads to Workday per Sheet 4 sequence and assigns to front-desk staff network-wide (Course 3 to voice-assist practices only).
Workbook Phone_Skills_Review_and_Approval_2026-09-26.xlsx — sits in the SharePoint folder next to the videos. 4 sheets: README, Video Approvals (sign-off record), Open Questions (Amy's recommendations + Dana/Jessica response), Workday Deployment (Andrew's upload sequence). → Open SharePoint folder
The Case · why now

This program is what defends the analytics stack.

Ops leadership flagged this week: 26% of calls missed across the network. Technology leadership approved the East pilot on PeerLogic Analytics but wants to know what we're doing with the data. No program = no expansion, and eventually no PL. This is the program.

The Leverage

+2 percentage-point call conversion = $2.80M/yr.

PeerLogic Slide 3 anchor — real SGA data, network-wide monetization on the real $769 APV, not a $250 placeholder.

$2.80M
Value / yr
+303 bookings/mo × $769 APV
14×
ROI on PL Analytics
$203K cost / yr · tech budget
15,116
Booking calls / mo
85 practices · May 2026 PL

PeerLogic Analytics — the visibility layer this training sits on top of

source · sga-marketing-foundations-v2 · slide 3 (ROI by Layer)
39.5%
NP call → booking today
57.1%
EP call → booking today
+2pp
Conservative lift target
+303
Bookings / mo lift
The math: 15,116 booking calls/mo × +2pp conversion = +303 bookings/mo × $769 APV (Dental Intel network median, 216 SGA practices) = ~$2.80M/yr. Recommending stay + expand — PL is currently 85 practices; scales ~3× at 248.
The leverage rule of thumb (for leadership): 1% missed-call reduction × 100 locations × ~$600 APV placeholder ≈ $400K in production. Rebuild this week on the real $769 APV — the number is bigger. Whatever we tell leadership, it can't be "we train." It has to be "we train, needle moves this much, that equals this much production."
Case Study · The correlation
Heritage Dental
~9%
Missed-call rate
✓
Hits production goals

Historically among SGA's lowest missed-call rates. Consistent production performance. This is what the correlation looks like — answer the phone, hit the number.

Case Study · The counter-example
Alert Dental
~10%
Missed-call rate
−
Below production target

Missed-call rate looks fine, but production is off. The training entry point isn't "answer the phone" — it's the not-booked-opportunity data in PL: booked-out schedules, park-column discipline, conversion on connected calls.

Building Interactive per-office missed-call calculator — replaces the static $2.80M network anchor with an office-specific view: "Your office had 1,081 calls last month, missed 300. At +2% conversion, that's ~6 more bookings and ~$4,600 in production." This is what Amy takes to the Regional Directors and to Mr. Buntyn-style P&L conversations. Q3 build.
The Program · 3 Tracks · 10 Videos Delivered

Focused scope — one video per sub-topic, all 10 produced and in review.

Track 1 grew from 3 to 4 sub-topics (added 1D: Chief Concern → Booked Appointment, so Dana's Seven Steps ship complete). Track 2 grew from 3 to 4 sub-topics (added 2D: Financials Conversation, drafted 9/25 from first principles to close the gap). Track 3 stays at 2. All 10 videos are 76–113s each, live in the SharePoint folder, and are the review target for the 10/6 call.

Track 1 · Priority

Phone Essentials

Owner · Dana + Jessica (existing IP)
  • The #1 lever — answer the phone. New leads don't call back. This is what moves the missed-call metric.
  • Recognize paid-media tracking numbers — a high-CPA lead sounds like any other lead until you know the number.
  • Understand what missed-call % is normal for this office's hours (see reality check below).
Sub-tracks · 4 videos delivered
A
Answer the phone — cheerful greeting, smile before you pick up, take control of the call. ✓ 1:20 delivered
B
Ask for the name first — why it matters, feeds AI assist + patient records, personalizes the whole call. ✓ 1:20 delivered
C
Handle a patient in front of you — how to answer the phone gracefully when someone's at the desk (Jessica's scenario doc). ✓ 1:35 delivered
D
Chief concern → booked appointment — open-ended discovery, insurance-intent question, two-option close, warm wrap-up (Dana's Seven Steps 4–7). ✓ 1:50 delivered · new in v0.3
Sign-off: Dana + Jessica sign the script (Gail confirmed 8/25). Content already exists in the training binder — the job is packaging into cheat sheet + short videos.
→ View Dana's Draft
Track 2

Insurance, Financials & Membership Plan

Owner · Dana + Jessica (existing IP)
  • The biggest hot spot Dana + Jessica see in the legacy East offices — Delta was the last in-network, now everything is out-of-network.
  • Amy pulls the ROD list of "recently went out-of-network" offices so we know who to invite first.
  • Cross-checked against the membership-plan vendor's materials so wording stays consistent.
Sub-tracks · 4 videos delivered
A
Out-of-network conversation — Dana's verbiage sequence, deliberate pauses, disclose network status before scheduling. ✓ 1:30 delivered
B
Presenting Plan Forward — benefit-first intro for the uninsured patient, reason to act, simple closing question. Pricing placeholders flagged in workbook. ✓ 1:40 delivered
C
"I can't afford it" / "I'll think about it" — isolate the real objection, with/without comparison, Feel-Felt-Found for hesitation. ✓ 1:45 delivered
D
Financials conversation — before + at check-in — preview the estimated portion on the confirmation call, restate at check-in, offer financing before sticker shock. ✓ 1:50 delivered · new in v0.3 · drafted from first principles, heavy [CONFIRM] tags
Sign-off: Dana + Jessica sign the script (Gail confirmed 8/25). Cross-check w/ the membership-plan vendor on wording so nothing goes off-brand from their team.
Track 3

AI Voice-Assist Response

Owner · Amy drafts → Dana + Jessica customize → Compliance reviews
  • Real but smaller lift than Tracks 1 & 2 — this is here so no one is caught flat-footed, not because it's the metric-mover.
  • Sub-page already drafted (see button below). Script uses A/B/C section pattern Jessica liked.
Sub-tracks · 2 videos delivered
A
"I hate that you use AI" — defuse the patient who's frustrated a virtual assistant picked up. ✓ 1:25 delivered
B
"The AI told me something wrong" — recover gracefully when a detail (time, insurance, spelling) is off. ✓ 1:30 delivered
Sign-off: Compliance for wording (Track 3 is the only one that still needs it — patient-facing AI language), then Dana + Jessica for training voice, then rollout.
→ View the Script Draft
Cheat-sheet status
✓ Done
Answer the Phone
Jessica · one-pager
✓ Done
Plan Forward / Membership Plan
Jessica · one-pager
Drafting
Out-of-Network
Dana · verbiage this week
Drafting
AI Voice-Assist
Amy · in the sub-page
Format decision: cheat sheets live on the hub, printable via the print button on each sub-page — so an office can print + pin at the phone, or bookmark the link. Both work. Content on the hub always matches the physical binder the training team hands out — never diverge.
Delivery Model · 5 Tiers

Escalation ladder — cheapest to hardest, always in that order.

Each tier catches a slice. Only offices that don't move on the cheap tiers earn the expensive ones. This is what lets us cover 250 offices without pretending the training team can be everywhere. Tier 4 (customized single-office webinar) was added in v0.2 to give Dana + Jessica a way to run a targeted session for one struggling office without spending in-person budget.

Tier 1

Cheat sheet

Pinned at the front desk
One-page reference. Lives at the phone or the hub. Printable from the sub-page. Immediate, distributed via Growth Manager or Ops. Zero friction.
Expected pickup · ~10–20%
Tier 2

Short video · 10 delivered

Andrew (L&D) → Workday assignment
All 10 produced via Higgsfield (76–113s each, ~15 min total). Grouped for Workday into 3 mini-courses per Andrew's 8/27 guidance (mini-courses > one long course; individual lesson ≤ 30 min, course-total 30–120 min). Locked recipe: Gracie voice, "Smile Always" fake practice, no headsets. Approvals + format check gated on 10/6 review call. Open Andrew ask: fix the Workday UX where an accidental close restarts the video from zero.
Expected pickup · +~20%
Tier 3

Small-group webinar

Dana + Jessica hosted · 5–8 max
Opt-in, topic-specific. First session Oct/Nov · 60 min · Phone Essentials (30) + Out-of-Network (30). Two time slots (AM + PM) to cover both coasts. Audience: offices flagged by the missed-call + no-Neurality filter, ROD-endorsed so it doesn't land as "why now, during integration."
Expected pickup · +~10–20%
Tier 4

Customized single-office webinar

Dana + Jessica · office-specific
Structured virtual session built around one office's actual PL data — booked-out schedules, park-column discipline, out-of-network language, whatever their specific gap is. Uses the "interview the doctor" / VideoAsk pattern to surface the real frustration before the session. Lower cost than in-person; higher tailoring than group webinar.
Expected pickup · +~10–20%
Tier 5

In-person workshop

Ops + Patient Experience owned · budget-permitting
Two-day deep dive. Reserved for offices where Tiers 1–4 didn't move the needle, or where a Regional Director is asking specifically. 30/60/90-day metric report is the deliverable.
Expected pickup · the rest
Escalation logic: If all five tiers run and the office still hasn't moved — that's a hiring conversation, not a training conversation. The training team has said, out loud, they can tell in the first session whether someone's the right fit. Program has to give the Regional Director + Patient Experience lead permission to act on that.
Missed-Call Reality Check

Don't chase a number that can't exist.

A practice open 30 hrs/wk will show a 25–28% missed-call rate — that's math, not a problem. The AI voice assist is designed to cover the "we're closed" gap. Leadership needs contextual buckets or the ask becomes "hit 10%" at a limited-hours practice (e.g. one open until 2pm and closed Fridays), which isn't possible.

Training-priority signal — updated post 8/25 call

source · PL Analytics + Neurality coverage crosswalk
Signal 1
High missed-call rate during office hours — not overall. Overall missed % is inflated by "we're closed" calls that Neurality catches. In-hours misses = phone-skills problem the training program can move.
Signal 2
No Neurality + high missed-call rate — the 100+ offices that don't have Neurality yet (SGA West onboarding in progress). Prioritize these for the webinar or a Buntyn-style "turn Neurality on" conversation.
Amy's ask into the data: filter PL for offices where missed-call rate within business hours is above the bucket threshold, then cross-check against the Neurality-coverage list (141/250 covered as of 8/25). That intersection is the invite list for the first Oct/Nov webinar.
Contextual buckets by hours open · calibration pending operations data
Starting point below. Should be validated against actual PL missed-call rate distribution before it goes into training or a scorecard.
Hours open / week Expected missed-call baseline Escalate when > Why
20–29 hrs 30–35% 40% Most weekly calls happen outside business hours — AI assist catches them. Not a phone-skills issue.
30–39 hrs 22–28% 32% Lunch + closed-early days are the tail. Backfill lunch coverage before assuming skills gap.
40+ hrs 12–18% 22% This is where "26% missed" is actually a problem — phone-skills / staffing intervention justified.
Program rule: before we flag an office for training, check hours-open first. A 26% missed-call rate at a short-hours practice is the design working correctly. A 26% rate at a full-hours office is where the training program earns its keep. Needs operations data to calibrate ranges
Governance · Settled 8/25

Who signs off — Gail confirmed: Dana + Jessica own it.

Prior draft assumed a Patient Experience sign-off step above Dana + Jessica. Gail told Dana on 8/25 that as of now, they are the sign-off — "we like it, go for it." Compliance still owns any patient-facing AI wording; that gate stays.

Track 1 (Phone Essentials) scripts + cheat sheet
Dana + Jessica
Track 2 (Insurance / Financials / Plan Forward) scripts + cheat sheets
Dana + Jessica
Track 3 AI-assist wording — anything patient-facing
Compliance
Membership-plan wording alignment
Plan Forward vendor cross-check
Program endorsement (so Ops backs deployment)
Marketing Leadership
Field workshop / travel budget (Tier 5)
Ops + Patient Experience
Metrics narrative up to Ops / C-suite
Amy (packaging) + Dana & Jessica (evidence)
Workday deployment of videos + assignments
L&D admin (Andrew)
Retention Lever

Career pathing — the reason the good ones stay.

Front-desk isn't the ceiling — say so out loud.

Internal-mobility stories are the pitch — team members who started at the front desk and moved into treatment coordination, office management, or marketing. If we can wire the training program to visible growth opportunities, we shift the "this is my job, I'm not going above and beyond" posture that field trainers see in the offices. Ops has told the team growth-within is a top question in office-manager conversations — we just don't merchandise it inside the training material.

Front-desk→Treatment Coordinator
Front-desk→Office Manager
Office Manager→Regional Director
Front-desk→Growth Manager (marketing)

Live opening · Growth Manager role hiring in the next 2–3 months. Field Training: flag talent you're seeing in offices — someone strong on social/comms could be a great fit to move into marketing.

Before Next Meeting

Assignments — so we walk in with progress, not agenda.

Done Owner Deliverable Due
Dana + Jessica 10/6 PRE-CALL · Watch all 10 videos in the SharePoint folder + fill in Sheet 2 (Video Approvals) of Phone_Skills_Review_and_Approval_2026-09-26.xlsx. Approved (Y/N), By Whom, Date, Notes. Flag any re-record with the specific line to change. Before 10/6
Dana + Jessica 10/6 PRE-CALL · Fill in Sheet 3 (Open Questions) — 45 items grouped by video, each with Amy's recommendation. Yes / edit / veto in the yellow "Dana/Jessica Response" column. Anything left blank gets closed on the 10/6 call. Before 10/6
Dana + Jessica 10/6 PRE-CALL · Approve the content on the Front Desk Playbook page — that's the hub version of the cheat sheets going to every practice. Before 10/6
Andrew 10/6 PRE-CALL · Confirm .mp4 uploads work in Workday as-is (1280×720, H.264 + AAC, ~15 MB each). If a different format is required, name it now so re-encoding can start before the call. Before 10/6
Amy All 10 videos produced end-to-end in Higgsfield + reviewer workbook shipped to SharePoint. Complete · v0.3 SharePoint folder · 10 MP4s + 4 script docs + workbook Done · 9/26
Amy Video length standard — asked Andrew (L&D). Complete · v0.3 Andrew 8/27: length up to Amy · lesson ≤ 30 min · course-total 30–120 min · we're at ~15 min. Mini-courses preferred. Done · 8/27
Amy AI-assist response draft — first pass for Dana + Jessica to customize + Compliance to review. Complete Sub-page live: ai-voice-assist-response/ Done
Amy Rebuild the missed-call leverage calc on real $769 APV (replaces $600 placeholder). One-liner leadership can quote. This week
Amy PL Analytics training w/ vendor rep — schedule for Dana, Jessica, and anyone else who needs it. Record a 2-min "just log in" primer beforehand. Next week
Amy Updated East pilot practice list on PL Analytics — post vendor rep call. Complete 9 SGA East offices added last week; 10 more struggling offices in progress. Done
Amy Push new PL pricing w/ vendor rep, then w/ Marketing Leadership. Goal: East expansion doesn't die on cost. Complete Pricing does not change — East expansion moves forward at current rate. Done
Amy Ask Andrew (L&D) for the recommended video length + the Workday UX fix so an accidental close doesn't restart from zero. Length: Done Length answered 8/27 (up to Amy, mini-courses preferred). Workday restart-from-zero ask still open — re-raised in 10/6 pre-call block above. Done · 8/27
Amy NEW · Build the interactive per-office missed-call calculator — replaces the static $2.80M anchor with an office-specific view (calls × miss rate × +2pp × APV). Q3
Amy NEW · Get the ROD-sourced list of legacy offices that recently went out-of-network and are struggling with scripts. That list is the Track 2 webinar invite list. Next 2 weeks
Amy NEW · Membership Plan (Plan Forward) cheat sheet — take Jessica's one-pager + Amy's Plan Forward work, produce the print-ready hub version. Next call
Amy Video A/B test — one track in graphics/cartoon, one with avatar human-ish. Beta with the team for feedback before locking format. Superseded · Format locked Went straight to full production in Higgsfield after Video 1A iteration (Cillian → Gracie, headsets → no headsets, generic → "Smile Always"). All 10 delivered on the locked recipe. Done · 9/26
Dana + Jessica Phone Essentials cheat sheet (one-page, from existing binder content). Complete Jessica sent 8/25. Now on the hub: phone-essentials/ Done
Dana + Jessica Plan Forward / Membership Plan one-pager. Complete Jessica sent 8/25. Amy folding into hub cheat sheet. Done
Dana + Jessica Check with Patient Experience on governance — do they want to review, or "just move forward"? Complete Gail 8/25: Dana + Jessica are the sign-off. Governance section updated. Done
Dana + Jessica NEW · Out-of-Network cheat-sheet verbiage — Dana drafting from field experience (short + sweet, matches the office workbook). This week
Dana + Jessica Video-script bullets — headline points for each sub-topic (A/B/C per track). Amy runs them through AI to produce scripts, Dana + Jessica sign off. Superseded · Full scripts drafted Amy produced full scripts from the source binder + delivered 10 finished videos. Dana + Jessica sign-off is now via the 10/6 review workbook (Video Approvals + Open Questions sheets). Done · 9/26
Dana + Jessica NEW · Pick a webinar date in Oct/Nov, 60 min, two time slots (AM + PM for both coasts). Work w/ IT on hosting. Send 3-bullet coverage summary to Ops for endorsement before scheduling. Sept
Dana + Jessica NEW · Introduce yourselves to the West Regional Director group — right now only Libby knows this program exists. Mention it in tomorrow's team-lead meeting so the other leads can bring it up with their RDs. This week
Dana + Jessica NEW · Add patient-escalation category training to the roadmap for the Ops conversation. West escalation team was disbanded — training gap is coming. Dana + Jessica train, they don't respond. Q4 / 2027
Timeline

Phase it — so we have something to show fast without waiting on webinars.

Sept 26 → 10/6 Review

Videos Delivered · Review Gate

  • ✓ All 10 videos produced — Higgsfield, ~15 min total, in SharePoint + reviewer workbook shipped
  • ✓ Video length resolved — Andrew 8/27: up to Amy, we're at ~15 min = well under lesson + course caps
  • ✓ Track 1 grew to 4 videos — added 1D (Chief Concern → Booked) so Dana's Seven Steps ship complete
  • ✓ Track 2 grew to 4 videos — added 2D (Financials Conversation) from first principles
  • 10/6 call gate: Dana + Jessica watch + approve · Andrew confirms Workday .mp4 format · Compliance kicks off on Track 3
  • Cheat sheets: 2 done (Answer Phones, Plan Forward) · 2 pending (Out-of-Network from Dana, AI from Amy)
October → November

First Webinar

  • One 60-min session · Phone Essentials (30 min) + Out-of-Network (30 min)
  • Two time slots — AM for East, PM for West (both coasts covered same day)
  • Audience: PL "in-hours miss + no Neurality" filter cross-checked with ROD list of recently-out-of-network legacy offices
  • 3-bullet coverage summary to Ops for endorsement before the invite goes out
  • Follow-up: monthly topic rotation opens · Tier 4 customized single-office sessions on request
  • Beta metric report: baseline vs. 30/60-day lift for the invited cohort
2027

Workshop Program + Escalation Training + Team Hiring

  • Tier 5 in-person workshop model formalized (Ops + Patient Experience budget)
  • NEW · Patient-escalation training — West escalation team disbanded 8/2026, practices now handle on their own. Dana + Jessica train the categories, they don't respond to patients.
  • Certification / dashboard reporting for 30/60/90 day lift
  • Training-team hiring — the current team can't scale to 250 alone once Wave-2 integration restarts
  • Full PL Analytics rollout to all 248 (target)
This is Phase 1

The hub can grow — request the next topic.

Phone Skills is the starting content. The same hub structure will hold every other training topic Dana + Jessica end up teaching in the field — out-of-network scripts by insurance carrier, patient escalation categories, TC handoff, whatever else surfaces. If your office or your region wants a specific topic covered, log it here. Enough requests on the same topic → we build the content around it.

Request a topic

Not for the AI. Not for a support ticket. This is a lightweight signal-collector so Dana + Jessica can see what the field is asking for next. Reviewed monthly.

Or email Dana or Jessica directly if it's urgent. Requests here are collected for planning, not routed as escalations.
Thanks — noted. Dana + Jessica review incoming topics monthly. (Local demo — hook to intake webhook once the form endpoint is live.)
Ops Signoff · next milestone

What we need Ops to greenlight — so the program can move.

The Marketing Leadership check-in happened without this deck. The unblocker now is Ops signoff — that's what unlocks workshop travel budget, clears Workday deployment, and lets the field training team take this into offices.

1 · The program exists
3 tracks, 4 delivery tiers, owners named. Not vaporware — cheat sheets + videos ship inside 30 days once approved.
2 · PL Analytics is the proof
Slide 3 anchor: 14× ROI, $2.80M/yr at +2pp. This program is the "yes, we're using it" answer to the tech-budget question.
3 · The Ops asks
• Endorse the program so Tier 4 field workshop travel is funded.
• Approve L&D admin owning Workday deployment of the videos.
• Back the PL Analytics East expansion so this program has data to run on.