Getting Ready for Onboarding

A smooth onboarding starts before your first call. This guide outlines what you should have ready before onboarding starts.

Confirm Your Goals

Before diving into setup, it’s important to align on what you’re trying to accomplish.

Some practices are focused on improving conversion and filling their schedule. Others are prioritizing new revenue streams like employer contracts or cash programs. Most are doing a mix of both.

Having clear priorities helps guide how your system is configured and where your team spends time during onboarding.

Identify Your Team

You’ll want to identify a small group of people who will be involved in onboarding and early adoption.

This typically includes:

• someone responsible for front desk workflows

• someone overseeing marketing or growth

• someone overseeing employer contracting or business development (if you've purchased Employer Direct)

• an operational or leadership stakeholder

Not everyone needs to be involved in every step, but having clear ownership ensures nothing gets missed.

Gather Key Information

There are a few pieces of information that will be needed during setup. Having these ready ahead of time will speed things up.

This includes:

• clinic locations and contact details

• provider list and availability

• scheduling preferences and rules

• communication preferences (phone, email, texting)

If you’re integrating with an EMR, access and credentials may also be required.

Review Your Current Process

Before onboarding, it’s helpful to understand how things are working today.

Think through:

• how your patients currently request appointments (phone, web, referrals, fax)

• how quickly your team follows up

• how scheduling decisions are made

• where things tend to fall through the cracks

You don’t need to fix anything yet—just having a clear picture will make it easier to set you up for success.

Prepare for Change

Second Door will introduce new workflows, especially around lead management, communication, and scheduling.

The most successful teams are open to adjusting how they operate. That doesn’t mean changing everything—but it does mean being willing to standardize processes and adopt new habits where it makes sense.

Set Expectations

Onboarding is a collaborative process. Your team will be responsible for providing information, making decisions, and participating in training.

Most teams can get up and running quickly, but speed depends on responsiveness and engagement during the process.

What Happens Next

Once onboarding begins, our teams will work through:

• system configuration

  • EMR integration

  • Fax integration

  • SMS registration

  • DNS updates

  • Any relevant data backfills

• integrations (if applicable)

• workflow setup

• training and go-live

Your Second Door onboarding team will guide you through each step.