Program Plan · Aug 2026 · Working Draft
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.
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
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."
The Program · 3 Tracks
Focused scope — not a certification, not a rebuild.
The three areas the team converged on. Tracks 1 & 2 use content the field training team already delivers live;
the job is packaging, not writing. Track 3 is net-new because AI-voice-assist coverage is net-new.
Track 1
Phone Essentials
Owner · Dana + Jessica (existing IP)
- Answer the phone — the #1 lever. New leads don't call back.
- Ask for the caller's name first, before appointment availability. Feeds AI assist + patient records.
- 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).
Sign-off: Patient Experience lead. Content likely already exists in the training binder — job is to distill into a cheat sheet + video.
Track 2
Insurance, Financials & Membership Plan
Owner · Dana + Jessica (existing IP)
- Handle "we don't have insurance" — position the membership plan as the VIP option.
- Frame return-visit cadence, not just emergency scheduling. Case-study led.
- Coordinate with the membership-plan vendor on shared materials so wording stays consistent.
Sign-off: Patient Experience lead. 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
- How to explain why the AI assist picks up (backup so no lead is missed after-hours or during lunch).
- How to defuse when a patient reacts negatively to "an AI answered."
- Recovery talking points when the AI gets a detail wrong — human takes over gracefully.
Sign-off: Compliance for wording, then Patient Experience for training rollout. Net-new content, no existing binder.
Delivery Model · 4 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 1
Cheat sheet
Pinned at the front desk
One-page reference. Lives at the phone. Immediate, distributed via Growth Manager or Ops. Zero friction.
Expected pickup · ~10–20%
Tier 2
4-minute video
L&D admin → Workday assignment
AI-produced first pass so we ship fast. Real re-shoot with the training team later once the library stabilizes. 30-day metric recheck after assignment.
Expected pickup · +~20%
Tier 3
Small-group webinar
Dana + Jessica hosted · 5–8 max
Rotating topic monthly: essentials → insurance/membership → AI-assist → repeat. Role-play, "what's one thing you're not going to do?", relationship-building. Starts Oct/Nov.
Expected pickup · +~10–20%
Tier 4
In-person workshop
Ops + Patient Experience owned · budget-permitting
Two-day deep dive. Reserved for offices where Tiers 1–3 didn't move the needle, or where a Regional Director is asking. 30/60/90-day metric report is the deliverable.
Expected pickup · the rest
Escalation logic: If all four 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.
Proposed contextual buckets · needs calibration on operations hours-open 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
Who signs off — so nothing ships that can be retracted later.
Prior precedent: content shipped, then leadership objected, then it had to be walked back.
This time we name the approver up front so the answer to "who said this is OK?" is on the slide.
Phone Essentials + Insurance/Membership Plan content
Patient Experience
AI-assist wording — anything patient-facing
Compliance
Program endorsement (so Ops backs deployment)
Marketing Leadership
Field workshop / travel budget
Ops + Patient Experience
Metrics narrative up to Ops
Amy (packaging) + Dana & Jessica (evidence)
Workday deployment of videos + assignments
L&D admin
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.
| Owner |
Deliverable |
Due |
| Amy |
AI-assist response draft — first pass for Dana + Jessica to customize + Compliance to review. |
Next call |
| 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. |
This week |
| Amy |
Push new PL pricing w/ vendor rep, then w/ Marketing Leadership. Goal: East expansion doesn't die on cost. |
This week |
| Dana + Jessica |
Phone Essentials cheat sheet (one-page, from existing binder content). |
Next call |
| Dana + Jessica |
Insurance / Membership Plan cheat sheet. |
Next call |
| Dana + Jessica |
Video-script bullets for both cheat sheets — headline points, not full script. Amy handles video production first pass. |
Next call |
| Dana + Jessica |
Check with Patient Experience on governance — do they want to review, or "just move forward"? Same question up to Ops if needed. |
This week |
Timeline
Phase it — so we have something to show fast without waiting on webinars.
Now → September
Ground Floor
- Cheat sheets for all 3 tracks live
- 4-min AI-produced videos in Workday via L&D
- PL Analytics training w/ vendor rep for the team
- Missed-call buckets calibrated on operations hours data
- Marketing Leadership endorsement + Compliance sign-off
October → November
Webinar Rotation Opens
- Small-group webinar cadence begins (5–8 per session)
- Monthly topic rotation: essentials → insurance → AI-assist → repeat
- Beta workshop w/ one Regional-Director-requested office · before + after metrics
- Story for leadership: baseline vs. 60-day lift
2027
Workshop Program + Training Team
- In-person workshop model formalized (Ops + Patient Experience budget)
- 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)
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.