Implementation Plan

DrChrono (DrC) provides new and/or existing customers with instructor-led training sessions on the functional use of the DrChrono software. The instructor-led training sessions are conducted through a one-on-one Web conferencing tool. All new customers are invited to training sessions in conjunction with their initial implementation. DrChrono Implementation consists of six phases with a dedicated Implementation Specialist (IS). Recorded training sessions will be made available to Customer via email and should be used to train members joining Customer's organization in the future.

Successful implementation period and all training sessions must be completed within 60 calendar days or less from the implementation start date (Phase 1). We recommend that all training sessions be completed and not waived to ensure the proper training effectiveness related to understanding the DrChrono software; if you choose to waive any or all training sessions, confirmation will need to be provided in writing. Each training session can take up to 1 hour to complete, depending on the training tools and resources reviewed by the trainee prior to the scheduled call. Additional training beyond the standard on-boarding process of 60 calendar days and/or beyond contractually allotted hours can be purchased at a per hour fee.

Our training sessions foster the trainee(s) to become the training instructor for your business. This allows your trainee(s) to become the Trainer for your Office Staff (“Superuser”) to enable you to achieve your business goals and objectives. Within two weeks of successfully completing your implementation, you will be transitioned over to our Support.

“Successful Implementation” is defined as:

• All pertinent training modules are completed by involved stakeholder(s) AND;
• Customer has begun using the DrChrono Services.

DrChrono offers various self-service training tools and resources in our Help Center, at no additional cost, to each customer and their Office Staff. This includes Help Pages, reference guides and training videos.

Implementation meetings and training sessions will be available within normal business hours, Monday through Friday 8AM-5PM CST, pending availability. Meetings and trainings may not be available on US Holidays

DrChrono Responsibility

• Serve as DrChrono’s point of contact to Customer during the implementation period.
• Answer any questions Customer may have related to implementing DrChrono within their business;
• Provide guidance through the implementation process and consult on the best workflows to use in DrChrono; and
• Facilitate training for use of DrChrono by means of instructor-led training.
• DrChrono provides training related to only the functional use of the DrChrono software.
• DrChrono has no obligation to provide training or service to customers that are not in good financial standing until payment has been received in full.
• DrChrono is not responsible for providing any training related to coding, billing, or providing advice (including guidance) on how your payer(s) require your claims to be submitted or how payments are received.
• Training will be delivered in the form of virtual instructor-led sessions. The IS will identify which training modules are and are not necessary based on the Customer's stated needs and plan type. Implementation meetings and training sessions will be available within normal business hours, Monday through Friday, pending IS’s availability. Meetings and training may not be available on US holidays.
• Clinical forms can be built during the implementation period. The number of allotted Forms is outlined in the DrChrono Order Form.
  1. A Clinical Form is defined as a clinical document containing up to thirty (30) questions. For example, if your contract includes two Forms, DrChrono will create up to sixty (60) Questions.
     1. A “Question” is defined as any text in the form that warrants a response. This can be in the form of a:
        1. Free text field;
        2. Dropdown selection; or
        3. Toggle value
  2. These forms must be provided by the Customer no later than three (3) weeks prior to the conclusion of the Implementation Period.

Customer Responsibility

Customer is responsible for:

• Appointing a dedicated Superuser during the implementation and training sessions.
• Notifying DrChrono of any changes related to the Superuser.
• Contacting the IS with any questions or concerns they or the members of the Office Staff have during training.
• If the Superuser attrits within the first 60 business days of training and does not train the remainder of the Office Staff, additional fees will apply to ensure the successful completion of implementation and training. Note: The duration of implementation period for training does not restart to 60 calendar days. The implementation period and training must be completed no later than the original Implementation Completion Date.
• Being prepared for each scheduled call by having all tasks completed and all questions ready for their dedicated IS prior to the scheduled call.
• Initiating and following through to completion of any applicable interface (i.e. LabCorp/Quest)..
• Checking the status of their payer agreements through the licensed software. In addition, it is their responsibility to contact the payer(s) directly when seeking payer-specific advice and/or payer questions pertaining to their agreements.
• Properly managing their claims, claim rejections, and Electronic Remittance Advice (ERAs) as applicable once claims are submitted to the payer for processing (Billing plans only).
• Initiation to completion of all Electronic Data Interchange (EDI) and ERA enrollments via the Enrollments Dashboard with the clearinghouse and Electronic Fund Transfer (EFT) enrollments with the payer (Billing and RCM plans only).
• All account setup tasks/trainee tasks outlined in the “6 Phases of Implementation” table below.
• Effectively leveraging our training resources and tools on our support website to train existing and/or future Office Staff post implementation.

Cancellation & Rescheduling

Customer understands the importance of keeping their scheduled calls to remain on track with their 60 calendar days of training during the implementation period. Customer should notify their IS within 24 hours in the event a scheduled call or training session needs to be rescheduled or canceled. Canceled and rescheduled calls will be rescheduled based on the availability of the IS. In addition, time spent waiting for the customer without proper notice will be deducted from the allotted contractual hours.

6 Phases of Implementation

If the implementation period cannot be completed within the specified time frame, seven (7) calendar days, up to a total of sixty (60) calendar days [8 weeks], additional training fees per hour will be assessed to the Customer's account to complete training. Go-live is contingent on completing all major payer enrollments (Billing and RCM only) and the patient demographics import being completed (if applicable). All available data will be slated for import prior to go-live at Week 5 but may take as long as 8 weeks or more depending on several factors including but not limited to when the data is provided, the quantity of data, the quality of data and availability. DrChrono reserves the right to pause implementation if pre-implementation tasks are not completed, monthly subscription will continue to be charged in accordance with the Terms of Service.