Facilitator / Trainer Guide — June 10 All-Hands

Who this is for / What you'll learn: This is the trainer's playbook for the single all-hands OneBOSS training day on Wednesday, June 10, 2026. It gives you the timed agenda, talking points, what to demo, the message for long-time TPS users, a pre-flight checklist, and the support plan leading into the June 14 go-live. Read it end-to-end before the day; keep it open beside you while you facilitate.

💡 This guide is for you, the facilitator — it is not handed to staff. The staff get the role cheat-sheets and screen handouts referenced throughout (see "Handouts to bring & when to give them out").

1. The big picture (say this out loud to yourself first)

• TPS retires as the system of record on Sunday, June 14, 2026. From that day, all new work happens in OneBOSS.
• TPS stays available READ-ONLY, indefinitely, for old charts and old ledgers back to 2004. Nobody loses their history.
• One room, one sequential session. Everyone attends the whole day together. You walk the patient's day end-to-end, calling out who does what: [Front Desk], [Jessica/Mgmt], [Kimberly/Books].
• Charting / SOAP notes are NOT in this training. The Charting module exists but goes live later this summer and doctors will be trained separately. If a doctor asks, say exactly that one sentence and move on.
• Your audience is nervous and experienced. They are fast, fluent TPS power users. The job today is reassurance plus muscle memory, not a feature tour. Lead every habit-change with "You already do this — here's the new place for it."

⚠️ Accuracy guardrail for you while teaching: if you are not 100% sure of an exact label or step, say "let's confirm that in the app" rather than guessing. Several screens still have items marked (confirm in app) in the handouts — those are flagged below too.

2. Training goals & measurable objectives

Goal: Every staff member leaves June 10 able to do their core day-one job in OneBOSS without a trainer standing over them, and feeling that their data and their workflow came across safely.

By end of day, staff can (measured in the hands-on lab, Module 11):

• [Front Desk] Find/create a patient, book an appointment, check a patient in, complete a visit, and take payment (card, cash, prepay, and a split tender) — start to finish.
• [Front Desk] Sell a supplement by scanning the bottle, apply a friends & family discount, and process a return.
• [Front Desk] Sell a Pre-Pay package and a Wellness Card, and add a family member as an authorized user.
• [Kimberly/Books] Add a product, receive stock and print labels, and read the expiration dashboard.
• [Jessica/Mgmt] Open the Practice Dashboard, run a Practitioner Payouts period, and find the Audit Log.
• Everyone can log in, navigate the sidebar, search a patient, and knows who to call on go-live day.

Success bar: at least one successful unaided run of each role's core loop in the lab (see Module 11 and the end-of-day readiness check, §11).

3. Audience & assumptions

• In the room: front desk / reception, Jessica (Clinic Director / Admin), Kimberly (bookkeeper) and/or purchasing, plus any staff Dr. Cohn wants present. Doctors may attend the overview but their charting training is separate and later.
• Roles in the app: Admin, Doctor, Front Desk, Purchasing. The sidebar shows each person only what their role can use.
• Assumptions to verify before you start (see Pre-flight, §6): each attendee has a working login at the right role; test patients and test products are seeded; scanner, label printer, and card terminal are connected; Wi-Fi is solid; the projector mirrors the trainer laptop.
• Reading level / tone: smart, busy, non-technical. Plain language, short sentences, lots of "you already know how to do this."

4. Handouts to bring & when to give them out

Bring printed copies of the role cheat-sheets and screen handouts. Distribute them at the start of the matching module so people read along and can scribble notes. Use these names when you announce them:

💡 If a specific handout is not printed in time, walk the matching screen live instead and tell people the cheat-sheet will follow. Do not skip the live demo.

5. Room setup

• Front of room: trainer laptop → projector (mirror the screen, not extend). Confirm the projected image is readable from the back row.
• Hardware table near the trainer: the DS4608 barcode scanner, the TSC TX610 label printer (Ethernet/network connected), and the Dejavoo / iPOS card terminal. These are the three pieces people are most anxious about — keep them visible and demo on them live.
• Seating: a U-shape or rounds so people can see the screen and you can walk to anyone during the lab.
• Lab stations: if you have extra terminals/laptops, set 2–4 stations so small groups can practice on real test data during Module 11. If not, plan to pass the trainer laptop around or have people pair up.
• Parking-lot surface: a flip chart or whiteboard labeled "Parking Lot" for questions you'll answer later (see §10).
• Wi-Fi: confirm the clinic network reaches every seat; have the network name/password posted.

6. Pre-flight checklist (do this the morning of, before anyone arrives)

✅ Logins & accounts

• One working login per attendee, at the correct role (Admin / Front Desk / Purchasing; Doctor as needed).
• Jessica's login confirmed as Admin (she needs CHI Cash + commissions + audit).
• Confirm the real login mechanism — the dev build shows a "Log in as…" mock-user menu; verify the production sign-in before you teach login steps. (confirm in app)

✅ Test data seeded

• 3–5 test patients (with a couple of nicknames/"Schedule Names" to show the friendly-name behavior).
• At least one test patient with a Pre-Pay balance, one with a Wellness Card, and one with CHI Cash credit (so split tender and prepay demos work).
• A few test products in the catalog with serialized stock + printed labels you can actually scan.
• A handful of completed appointments sitting in the checkout queue to demo from.

✅ Hardware

• Barcode scanner (DS4608) plugged in; scanning a label types the serial + Enter into a field. Test it in the checkout "Scan or type serial" box.
• Label printer (TX610) powered, ribbon + labels loaded, network connected. Run /admin/label-test → Print Test Label and scan the result to confirm the whole pipeline. (This burns one serial number — that's expected.)
• Card terminal (Dejavoo/iPOS) online — open Checkout and confirm the "Terminal Online" badge is green.
• Receipt printer ready if the clinic uses one. ⚠️ Note: the card terminal is set not to print, and an itemized OneBOSS patient receipt was not confirmed in the app — confirm how patients get a receipt at go-live before promising one. (confirm in app)

✅ Room & materials

• Projector mirroring the trainer laptop, readable from the back.
• Wi-Fi verified at every seat.
• Printed handouts stacked and ready (see §4).
• Parking-lot flip chart + markers.
• Water/coffee; the room is together all day.

✅ Sanity rehearsal (15 min, alone, before doors open)

• Do one full book → check in → complete → checkout (card) loop.
• Do one scan a supplement → split tender (CHI Cash + card) loop.
• Open Practitioner Payouts and Practice Dashboard to confirm they load with data.

7. Timeboxed agenda — June 10, 2026

Single all-hands session, everyone in one room. Times are a guide; keep the hands-on lab protected — it's where learning sticks.

💡 During role spotlights (Modules 9 and 10), the rest of the room can relax and watch — but frame it as "this is what happens to the numbers you create at the front desk," so everyone stays bought in.

Module 1 — Welcome & Why we're changing (9:00–9:30)

Purpose: Lower the anxiety. Make the change feel safe, chosen, and finished-on-the-important-parts. Set the date.

Talk-track / key talking points:

1. "Thank you for the years you've put into TPS. You are great at it. Today is about giving you a modern home for that same work."
2. State the dates plainly: "OneBOSS goes live Sunday, June 14. After that, all new work happens in OneBOSS."
3. What stays vs. what's new:
   • Stays: TPS will still be there, read-only, forever, for old charts and ledgers back to 2004. You never lose history.
   • New: the day-to-day — schedule, checkout, supplements, prepay, reporting — moves to OneBOSS.
4. Your data came with you. Reassure with the migration numbers: 22,761 patients, about 8,677 appointments since last October, 2,414 products, and 7,297 individually-tracked stock units. "When you open OneBOSS on day one, it will already look like your clinic."
5. Set expectations: "OneBOSS does the manual tallying for you — no more highlighters and hand-totals. Some habits change; we'll point each one out as 'In TPS you did X → in OneBOSS you do Y.'"
6. One sentence on charting: "Clinical charting is coming later, and the doctors will get their own separate training — it's not part of today."

The TPS → OneBOSS message (Module 1 version): In TPS the system was the only record and felt fragile. In OneBOSS your old records are safe and frozen in TPS, and your new work lives in a modern app that adds up the numbers for you.

Demo: None yet — this is the reassurance module. Optionally show the OneBOSS login screen so they see where they'll start.

📷 [Screenshot: OneBOSS sign-in screen]

Module 2 — OneBOSS basics (9:30–10:00)

Purpose: Everyone can log in, read the sidebar, navigate, and use the universal patterns (search a patient, save, undo).

Talk-track / key talking points:

1. Logging in. Walk the real sign-in and how your role decides what you see. ⚠️ Confirm the production login flow before this module — the dev build shows a mock "Log in as…" menu. (confirm in app)
2. The sidebar tour. The app name in the header reads "ChiroFlow Scheduler" (that's the internal codename — mention it so nobody's confused). Point out the menu items each role will live in:
   • Everyone: Schedule (the home page).
   • Front Desk: Checkout, Returns, Patients, Patient Chat, Pre-Pay screens, Wellness Cards.
   • Purchasing/Kimberly: Inventory.
   • Admin/Jessica: Practice Dashboard, Practitioner Payouts, House Account, Audit Log, Practitioners, Services, Staff Management, and more.
3. Universal patterns to demo once so they recognize them everywhere:
   • Search a patient: type a name into a patient box (e.g., the "Filter by name..." box on Patients, or the patient picker on booking/checkout). Typeahead, not a giant list.
   • Create a patient inline: almost every patient picker has Create New Patient → Quick Add Patient (Name required; DOB and phone optional). "You never have to leave what you're doing to add someone."
   • Save: forms end in a clear Save / Create / Update button with a green success toast.
   • Undo a status mistake: on the Schedule, the Revert Status control steps an appointment back (this is a big TPS pain point being fixed).

Demo (live):

• Log in as a Front Desk user; show the sidebar.
• Open Patients, type a test name in "Filter by name...".
• Open the patient picker on the Schedule and do Create New Patient → Quick Add Patient.

TPS → OneBOSS message: In TPS you keyed into dense screens and memorized commands → In OneBOSS you click items in the left sidebar, and you search by typing a name.

📷 [Screenshot: full app with the left sidebar expanded, a patient search box visible] ⚠️ Confirm exact login labels/steps in the app before printing.

Module 3 — The patient's day: Schedule & Check-in (10:00–10:30)

Purpose: Make the Schedule screen feel like home for the front desk — it's the front-desk home base.

Talk-track / key talking points:

1. Schedule = the home page (sidebar Schedule). A day-at-a-time grid, one column per practitioner, 10-minute rows, 8 AM–6 PM.
2. Color tells the status at a glance:
   • White = scheduled.
   • Pink = checked in.
   • Muted green = completed / paid.
   • Red = running late (or payment overdue); a scheduled patient who is past their start time shows their name in red.
3. Move around the day: the < / > day arrows and the date button; the View: toggle between Default (big cards) and Compact (one-line grid).
4. Check a patient in: click the green Check In button (Default) or right-click → Check In (Compact), or double-click the card. It turns pink.
5. Running late: Mark Late → enter Late (minutes) → Confirm Late (card turns red).
6. Complete the visit: Complete (or double-click a pink card). It turns green.
7. Fix a mistake: Revert Status steps it back — emphasize this is the easy undo TPS lacked.
8. A patient isn't green until they've paid. "Completed" means the visit is done and payment processed; that's why green is the final state.

Demo (live): Walk one test patient: book is already there → Check In (pink) → Complete (green) → point at where Check Out appears. Then Revert Status to show the undo.

TPS → OneBOSS message: In TPS you highlighted arrivals on paper and clicked many times to undo a mistake → In OneBOSS the card turns pink when you check someone in, and one Revert click fixes a wrong status.

📷 [Screenshot: Schedule grid in Default view showing white/pink/green/red cards] ⚠️ "Mark No-Show" is not a button on the Schedule today — if asked where no-shows are marked, park it. (confirm in app)

Module 4 — Booking: Find / Create / Reschedule (10:45–11:15)

Purpose: Confident booking three ways: quick-book a slot, find availability across days, and reschedule a doctor's whole day.

Talk-track / key talking points:

1. Quick Book (the everyday path): on Calendar View, click an empty slot in the right practitioner's column → Quick Book Appointment → pick/create Patient, pick Service (the list is already filtered to what that practitioner does), set Duration, optional Notes → Book Appointment.
2. Find Availability (hunt a slot across days): the Find Availability tab → pick Patient (required to book), optional Service, Practitioner, Duration, and a From/To date range → slots auto-list → click a time to book instantly. Manual Override (Specific Time) books an exact time even if it shows unavailable (warns it may create a conflict).
3. Reschedule a whole day (practitioner out): Reschedule Tool → pick the practitioner, the Date of Unavailability, a Search Window → Find Affected & Suggest Alternatives → call each patient, pick a suggested slot, Confirm Reschedule.
4. Moving one appointment: there is no drag-and-drop and no "edit time" button on a card today. To move a single appointment, cancel it and rebook. Say this plainly so nobody hunts for a drag handle. (confirm in app)

Demo (live): Quick-book a test patient from an empty slot. Then flip to Find Availability, search, and book one slot. Briefly open the Reschedule Tool so they've seen it.

TPS → OneBOSS message: In TPS you scanned the dense book yourself to find a gap, and moving a doctor's day was phone-tag → In OneBOSS the Find Availability tab surfaces open slots, and the Reschedule Tool finds every affected patient for you.

📷 [Screenshot: Quick Book dialog with Patient/Service/Duration] 📷 [Screenshot: Reschedule Tool action queue with suggested slots]

Module 5 — Patient records & messaging (11:15–11:35)

Purpose: Manage the patient record; understand what messaging is (and isn't yet).

Talk-track / key talking points:

1. Patients screen: Add New Patient or edit via the row menu → Edit. Key fields: Legal Name (required), Schedule Name (optional) (the friendly name on the calendar, e.g., "Bob"), Email, Phone, DOB, Address, Notes, and Schedule Notes (Staff Only) (pops up on appointment hover).
2. Search first. There's no duplicate-patient guard — train them to type a name in "Filter by name..." before adding, so they don't create a second "Robert Johnson."
3. Delete is permanent and front desk currently can do it. Treat Delete with care.
4. Edits are audited — who changed what, when — visible later on the Audit Log.
5. Patient Chat: a staff inbox for patient messages and internal staff DMs (Take a chat to reply, Transfer, Complete). ⚠️ Reality check: Patient Chat is simulated today — there's no live SMS/email backend confirmed. Replies save in the app but may not actually text the patient. Do not tell staff to rely on it for real patient texting until OneBOSS confirms it's wired. (confirm in app)

Demo (live): Add a test patient with a Schedule Name; show Schedule Notes (Staff Only) and then hover the appointment to show the note appear. Open Patient Chat briefly and note the "simulated for now" caveat.

TPS → OneBOSS message: In TPS you keyed into the patient file → In OneBOSS you search the Patients list and click Edit; and you can keep a Legal Name plus a friendly Schedule Name.

📷 [Screenshot: Add/Edit Patient form] ⚠️ Confirm whether live patient SMS is connected by go-live before teaching Patient Chat as a live tool.

Module 6 — Checkout & Payments (11:35–12:30) — the centerpiece

Purpose: This is the heart of the day. Everyone should be comfortable taking money every way the clinic takes it. Slow down here.

Talk-track / key talking points (build it up in layers):

1. Where checkout comes from: a patient appears "Ready for Checkout" only after the visit is marked completed on the Schedule. Open Checkout → Ready for Checkout tab → Checkout (one visit) or Checkout All (multiple same-day visits → Consolidated Checkout).
2. The charge is calculated for you. The Charge Summary computes the service price from the practitioner's rate × visit length. "No more hand-tallying."
3. Add a supplement by scanning. In Add Products, use "Scan or type serial" — scan the bottle's barcode (it types the serial + Enter) and the unit is added. There's a fallback "pick from list" if a bottle has no serial.
4. Commission attribution. Each product line has a commission dropdown (default House Account); a Token badge means it auto-attributes to the doctor who recommended it. Front desk can override; teach them to leave the token unless told otherwise.
5. Apply a discount. Apply Discount → e.g., Friends & Family Discount (professional pricing). Some discounts (clearance/below-cost) need a manager override.
6. Prepay wallet. Use Pre-Pay Credits → pick the patient's package. Prepay covers the whole visit (and products): Amount Due Today $0.00. Supports family linking (the purchaser can differ from the patient). Cross-tier rates are shown on screen.
7. CHI Cash (store credit). Use CHI Cash → Amount to Use → Apply. It behaves like cash and reduces the total. Staff see only the balance, never where it came from.
8. Wellness card auto-offers on therapy services (covers the service, not products).
9. Take the money. Pick Card, Cash, or Check.
   • Card: Pay with Card → present card on the Dejavoo terminal → Payment Approved captures the auth code. (Same-day card charges can be Voided later from history.)
   • Cash/Check: the dialog tells you the amount to collect; then Complete Checkout.
10. SPLIT tender. This is the one to drill: apply CHI Cash (and/or prepay), then take the remaining balance on card or cash. The saved method becomes Split. Walk it slowly.
11. Quick Sale. Selling a supplement with no appointment: Quick Sale tab → pick patient → add products → choose Card/Cash/Check/PrePay → Process Payment.
12. Receipts breakdown. Receipts/records break payment into prepay vs cash vs card (the business requirement). ⚠️ Note: the terminal is set not to print, and a patient-facing itemized receipt was not confirmed in the app — confirm at go-live how the patient gets a receipt. (confirm in app)

Demo (live), in this order:

• Single checkout, card on the real terminal (or "Record as Card (no terminal)" fallback if the terminal is down).
• Scan a supplement into a checkout.
• Friends & Family discount applied.
• Prepay checkout showing Amount Due Today $0.00.
• SPLIT: apply CHI Cash, then take the remainder on card.
• A Quick Sale.

TPS → OneBOSS message: In TPS you tallied the visit by hand and recorded a card sale as a note → In OneBOSS the price is calculated for you, you scan supplements, the terminal captures the approval automatically, and prepay/CHI Cash/card all live in one screen.

📷 [Screenshot: Patient Checkout dialog — Charge Summary + payment method tiles] 📷 [Screenshot: Card terminal "Present card on terminal" state] 📷 [Screenshot: Split tender — CHI Cash applied with a remaining card balance] ⚠️ Discounts and CHI Cash balances may be sample data in the build — confirm real data is wired before quoting exact discount names/amounts. (confirm in app)

Module 6b — Checkout recap (1:15–1:25, post-lunch)

Purpose: Re-anchor after lunch with a 5-minute live re-run of one full checkout, then take 2–3 quick questions. Checkout is the thing people most need to feel automatic.

Module 7 — Returns (1:25–1:45)

Purpose: Process a supplement return cleanly, two ways.

Talk-track / key talking points:

1. Returns screen (/returns): Product Returns, "within 30 days of purchase."
2. From a recent sale: Process New Return tab → find the patient → Process Return → pick the product, Quantity to Return, optional reason → if it was a card sale, leave Refund to card checked → Process Return.
3. By scanning the bottle: Scan to Return → scan the serial → it finds the original sale automatically → choose Resellable (back to shelf) or Damaged / opened (discard) → Process Return.
4. What happens automatically: resellable units go back to inventory; a card refund is issued if it was a card sale; prepay sales credit back to the wallet; and a commission clawback flows to Practitioner Payouts as a negative line. "You don't do the commission math — the system does."
5. 30-day window is firm. Past 30 days the sale drops out and the return is blocked.
6. No undo on a processed return, and no "are you sure?" — clicking Process Return commits. Slow down.
7. For cash / CHI Cash sales, the cash refund is handed back manually (the screen records it and restocks). (confirm in app)

Demo (live): Scan a bottle you sold earlier in Module 6 → mark Resellable → Process Return, then show the return appearing in history.

TPS → OneBOSS message: In TPS a return meant finding the old ticket, hand-adjusting inventory, and penciling a commission change → In OneBOSS you scan the bottle, it restocks and refunds and adjusts commission on its own.

📷 [Screenshot: Scan to Return — Resellable vs Damaged/opened]

Module 8 — Prepay & Wellness Cards management (1:45–2:15)

Purpose: Sell and manage the two prepaid programs, including family linking, and know the legacy-balance task.

Talk-track / key talking points:

Pre-Pay:

1. Pre-Pay Packages = the catalog (define what's for sale). Pre-Pay Management = the ledger (sell, see balances, manage who's authorized, view usage).
2. Sell a package: Pre-Pay Management → New Purchase → pick a package → pick Purchaser (Patient) → add Authorized Users (family) → Complete Purchase.
3. Family linking: the Authorized Users list lets family members spend from the purchaser's balance — "no manual transfers like TPS."
4. Dollar wallet: the balance is a dollar amount displayed as credits/visits; fractional credits are normal — don't be alarmed by "1.93 credits."
5. Packages are non-refundable by design.
6. [Jessica/Mgmt] Legacy Pre-Pay Migration (Admin only): the 17 patients (~$7,062.19) with old TPS credit were imported as $0 until mapped. Open Legacy Pre-Pay Migration, Map each patient's balance onto a package so it becomes spendable. Flag this as a go-live task to finish before patients try to spend old credit.

Wellness Cards: 7. Wellness Cards = the digital punch card: 10 therapies for $500 ($50 each). New Wellness Card → pick the patient → Purchase Card. 8. It ticks down at checkout automatically on therapy services (oldest card first). 9. Commission is paid at redemption (20% / $10 to the recommending doctor's token; House Account if none). 10. ⚠️ The New Wellness Card button does not take a payment in the app today — confirm how the $500 is collected (separate checkout? cash?). (confirm in app)

Demo (live): Sell a Pre-Pay package to a test patient and add a family member as an authorized user. Sell a Wellness Card. (If time, [Jessica] map one legacy balance.)

TPS → OneBOSS message: In TPS prepay was one undifferentiated dollar credit you drew down by hand, and wellness was a paper punch card → In OneBOSS it's a structured wallet with family linking and a digital card that ticks down automatically at checkout.

📷 [Screenshot: New Purchase dialog with Authorized Users] 📷 [Screenshot: Legacy Pre-Pay Migration — Map dialog] ⚠️ Confirm exact wellness-card payment collection step in the app before printing.

Module 9 — Inventory & Supplements (2:15–2:50) — [Kimberly / purchasing spotlight]

Purpose: Kimberly/purchasing can run the catalog, receive stock, and print labels. Everyone else watches so they understand where the bottles they scan come from.

Talk-track / key talking points:

1. The big shift — serialized inventory. OneBOSS doesn't track "42 of SKU VTD3." Every bottle is its own record with a unique CHI###### barcode. Receive 50 → mint 50 serials → print 50 labels → one per bottle.
2. Add a product: Inventory → Product Catalog → New Product → SKU, Name, Base Price, optional Label Abbreviation, and "This product never expires" for crystals/equipment. (Creating a product adds no stock — you still have to receive it.)
3. Receive stock + print labels: Inventory Actions tab → Receive Stock → pick Product, Location, Quantity, Received Date, Expiration Date (if it expires), optional cost/lot/PO → Receive {N} Units & Generate Serials → Print all {N} labels on the TX610 → stick one label on each bottle.
4. Locations: stock lives in named locations (e.g., Front Stock Room, treatment-room cabinets, back office). (confirm the production location list.)
5. Stock views: Aggregated Stock (total on hand, Low/Sufficient status) and Stock By Location.
6. Expiration & spoilage: the Expiration & Discounts tab buckets items by 30 / 90 / 180 days and can suggest a markdown. ⚠️ It's advisory — there's no button here that changes the actual price; re-pricing/pulling stock is handled manually. (confirm in app)
7. Damaged returns (the Damaged / opened path on Returns) feed spoilage — relevant to Kimberly's tracking.
8. ⚠️ What doesn't work yet: Transfer View "Simulate Transfer" does not move real stock; Cycle Counts buttons and the Reports (Soon) tab are placeholders. Don't teach them as live.

Demo (live): Add a test product → Receive a small quantity → Print labels → scan one with the DS4608 to prove the loop. Show the Expiration & Discounts dashboard.

TPS → OneBOSS message: In TPS inventory was bulk counts and paper tallies you stopped trusting → In OneBOSS every bottle is labeled and scanned, so the count is real and selling/returning is a scan, not a guess.

📷 [Screenshot: Receive Stock form] 📷 [Screenshot: Print Labels panel with serials CHIxxxxxx–CHIxxxxxx] ⚠️ Confirm production inventory locations and that the TX610 label size is dialed in before printing.

Module 10 — Management Corner (3:05–3:40) — [Jessica spotlight]

Purpose: Jessica/management can find and read the management screens. Keep this a guided tour; the deep mechanics live in the Management Cheat-Sheet.

Talk-track / key talking points (all Admin-only):

1. Practice Dashboard: weekly scoreboard — Prior Week (Actual) vs Current Week (Projected), KPI cards (Revenue, Margin, Net Profit, appointments, room utilization). Has an AI Goal Assistant (note: only Room Utilization is enabled today). Some dashboard numbers use fixed assumptions (3000 sq ft, 15 rooms) — set that expectation.
2. Practitioner Payouts (/commissions): the real commission screen. Pick a pay period (Previous/Current/Next or Custom Range) → Payouts tab for each practitioner's Net Payout → Statement tab for a per-doctor statement → reassign a supplement to the correct doctor with a required reason (audited).
   • The rules to state: supplement commission is 60% house / 40% doctor on the gross adjusted margin (not on the sticker price — be explicit so nobody expects 40% of retail). Tiered doctors are on a sliding monthly scale with a 30-day grace period (the Grace Periods tab shows who's at risk). Wellness treatments pay a fixed $10, not on the scale. Salaried doctors (Dr. Christine, Dr. Cohn) show a Salaried badge.
   • ⚠️ Approve/Dispute/Download/Print may be stubs in this build — confirm before relying on an approval workflow. (confirm in app)
3. Payroll (hourly staff): a separate /payroll calculator, flagged devOnly — confirm whether it's visible in the clinic build before teaching it; otherwise hourly payroll is handled outside OneBOSS.
4. Financial Reports: P&L / Sales Breakdown / Cash Flow by period. ⚠️ devOnly — confirm it's visible in production. Teach the key idea: revenue is cash-basis (money collected, including prepay/package purchases), so it won't tie line-for-line to a service ledger — that's intentional.
5. House Account: revenue/expense not tied to a specific doctor (wellness-card purchases, untokenized supplement sales) plus the future liability of unredeemed wellness therapies (watch the Over 90 days bucket).
6. CHI Cash authorization: only Jessica/Admin can add/authorize CHI Cash and see its origin; staff only see and apply the balance. ⚠️ The issuance UI may not be built yet — confirm how Jessica actually adds CHI Cash at go-live. (confirm in app)
7. Audit Log: filterable, CSV-exportable trail of appointments, checkouts, returns, reassignments, and patient edits — "the answer to 'who did this?'"
8. Setup screens (rarely touched): Services (the catalog + scheduling colors), Practitioners (rates + commission setup that drives payouts), Staff Management (accounts/roles). "Front desk never needs these; they just use what's set here."

Demo (live): Open the Practice Dashboard; open Practitioner Payouts and read one practitioner's Net Payout + Statement; open the Audit Log and export a CSV.

TPS → OneBOSS message: In TPS you couldn't trust the practice-wide reports and had to negotiate numbers by hand → In OneBOSS the dashboard, payouts, and audit log are computed automatically and are the new source of truth.

📷 [Screenshot: Practice Dashboard KPI cards] 📷 [Screenshot: Practitioner Payouts — Payouts tab table] ⚠️ Confirm in the production build which Admin screens are visible (Financial Reports/Payroll are devOnly) and how CHI Cash is issued, before printing the management handout.

Module 11 — Hands-on Lab (3:40–4:30)

Purpose: People do it themselves on test data. This is where the day pays off. Protect this time.

How to run the lab:

• Put people at stations (or pair up). Hand out the scenario cards (below). Circulate; coach, don't take the mouse — let them click.
• Use only test patients and test products so nothing touches real data.
• Aim for each person to complete their role's core loop unaided at least once. Stronger users help neighbors (good for go-live confidence).
• Keep a visible "I'm stuck — flag me" signal so you can triage.

Scenario A — [Front Desk] Full patient visit (everyone runs this):

1. Create a new test patient (Quick Add).
2. Book them with a practitioner (Quick Book).
3. Check In → Complete.
4. Checkout: scan a supplement, apply Friends & Family, take the balance on card.
5. Confirm the green/paid status on the Schedule.

Scenario B — [Front Desk] Prepay + split tender:

1. Sell a Pre-Pay package to a test patient; add a family member as an authorized user.
2. On a different test patient with CHI Cash, run a checkout that splits CHI Cash + card.

Scenario C — [Front Desk] Return:

1. Scan to Return the supplement sold in Scenario A → mark Resellable → process it.
2. Confirm it's back in stock and shows in return history.

Scenario D — [Kimberly/Books] Receive & label:

1. Add a test product.
2. Receive 3 units → print labels → scan one to confirm it reads.

Scenario E — [Jessica/Mgmt] Read the numbers:

1. Open Practice Dashboard.
2. Run Practitioner Payouts for the current period and open one Statement.
3. Open the Audit Log and find the actions the room just generated.

💡 If you're short on time, make Scenario A mandatory for everyone and let people pick one more that fits their role.

Module 12 — Go-Live plan, support & Q&A (4:30–4:55)

Purpose: Everyone leaves knowing what happens at cutover, what to do day one, and who to call.

Talk-track / key talking points:

1. Cutover timeline (frame it as already in motion):
   • June 11–12: on-site full inventory count + label printing, and training support.
   • June 12–14: cutover — systems freeze, final TPS → OneBOSS migration, validation testing.
   • Sunday, June 14: OneBOSS is live. New work happens here.
   • June 15–19: on-site "War Room" support for the first live week — "we're in the building with you."
2. Day-1 survival:
   • Your patients, appointments, products, and stock are already in OneBOSS.
   • Start every patient on the Schedule; everything flows from there.
   • When unsure, search the patient first, and use Revert Status to fix mistakes.
   • Old history is in TPS, read-only — go there only for pre-go-live records.
3. Who to call: post the names/numbers for the War Room / OneBOSS support and the internal point person (Sherri / Jessica). Put this on the Go-Live Day-1 Survival Card.
4. Open Q&A + clear the parking lot (see §10).

TPS → OneBOSS message: June 14 is a clean handoff: TPS freezes as your safe archive, OneBOSS becomes your live clinic, and support is on-site all that first week.

✅ Make sure every attendee leaves with the Go-Live Day-1 Survival Card (who to call + the cutover dates).

8. Facilitation tips for nervous, long-time TPS users

• Validate first, always. Open with "you're good at TPS; that skill transfers." Resistance is usually fear of looking slow, not dislike of the tool.
• Lead every change with the habit they already have. Use the "In TPS you did X → in OneBOSS you do Y" line constantly; it converts fear into recognition.
• Demo small, then let them do it. Adults learn by doing. Don't lecture through the lab.
• Normalize mistakes. Show Revert Status and the return-with-no-undo early so they know what's reversible and what isn't.
• Name the anxieties out loud. "Is my data really there?" → yes (cite the migration numbers). "What if the system goes down?" → TPS read-only is your backup, and the War Room is on-site go-live week.
• Don't oversell. Where something is (confirm in app), advisory, or simulated (Patient Chat, expiration discounts, Simulate Transfer), say so. Over-promising erodes trust fast with skeptical power users.
• Protect Jessica. She carries 20+ years of operational knowledge and can get stressed under pressure. Let her be the expert in the room on why the clinic does things; you bring the where it now lives.
• Frame changes as the clinic's own decisions (they are) rather than things imposed by the software.
• Watch energy. Right after lunch and mid-afternoon are the dips — that's why Checkout recap and the lab are placed where they are.

9. Charting (one line, in case it comes up)

If anyone asks about clinical notes / SOAP / charting: "Charting is coming later this summer, and the doctors will get their own separate training — it's not part of today." Do not demo or teach it.

10. Handling questions & the parking lot

• Answer-now vs park. If a question serves the whole room and you know the answer, take it. If it's a rabbit hole, a one-person edge case, or a (confirm in app) item, write it on the Parking Lot flip chart and move on.
• Capture honestly. Many real questions are open items in the handouts — e.g., how do patients get a receipt?, is Patient Chat live?, how is CHI Cash issued?, where are no-shows marked?, how is the $500 wellness card paid? Don't bluff; park them and assign an owner.
• Close the loop. At the end of Module 12, read the parking lot aloud and say who will answer each item and by when (most can be confirmed during War Room week).
• Send a follow-up. After the day, email the parking-lot answers to all staff so nothing is dropped.

11. Success criteria & end-of-day readiness check (4:55–5:00)

Success criteria (the day worked if…):

• Every attendee logged in and navigated the sidebar at their role.
• [Front Desk] each completed Scenario A (full visit → checkout) unaided.
• [Front Desk] at least one split tender and one return completed in the lab.
• [Kimberly/Books] received stock and printed/scanned a label.
• [Jessica/Mgmt] opened the Dashboard, ran a payout period, and found the Audit Log.
• Everyone knows TPS is read-only after June 14 and who to call.

Quick readiness check (do this verbally, hands up):

1. "Where do you start every patient?" → Schedule.
2. "How do you fix a wrong status?" → Revert Status.
3. "How do you add a supplement at checkout?" → scan the bottle.
4. "Card + leftover CHI Cash — what's that called?" → split tender.
5. "Where's your old history after June 14?" → TPS, read-only.
6. "Who do you call on day one?" → (point at the survival card).

💡 Anyone who can't answer 1–4 confidently is a candidate for a quick 1:1 during War Room week — note their name.

12. Post-training support plan (June 10 → June 14 go-live)

• June 10 (today): capture the parking lot; note anyone who struggled in the lab.
• June 10–11 (evening/next morning): email staff the parking-lot answers and the Go-Live Day-1 Survival Card (PDF), plus links to the role cheat-sheets.
• June 11–12 (on-site): full inventory count + labeling and training support — pair shaky users with the on-site team during the real count so receiving/labeling is rehearsed on live stock.
• June 12–14 (cutover, on-site): systems freeze, final migration, validation. Do a final terminal + scanner + label printer check at the front desk.
• June 14 (go-live): OneBOSS is the system of record. Have a trainer/support person physically at the front desk for the first patients.
• June 15–19 (War Room, on-site): OneBOSS support in the building for the first live week — first stop for any "how do I…?" Close out parking-lot items here and confirm the (confirm in app) questions against the real production build.
• Ongoing: TPS remains read-only for historical lookups; the role cheat-sheets remain the desk reference.

✅ Final trainer checklist before you walk out tonight: parking lot photographed and typed up · struggling-staff names noted · hardware powered down/secured · survival card ready to send · confirm War Room contacts are posted for June 14.