Customer Onboarding¶

Overview¶

Guide healthcare customers through BrainSAIT implementation—from contract signature to production go-live—with a structured 4-8 week program for hospitals, clinics, and insurance organizations.

Channel Structure¶

Customer-Specific Channels¶

Internal Channels¶

Implementation Timeline¶

Phase 1: Kickoff (Week 1)¶

📋 Kickoff Deliverables:
├── Signed SOW and implementation schedule
├── Customer success plan with KPIs
├── Technical requirements document
├── Access credentials provisioned
└── Stakeholder RACI matrix

Kickoff Meeting Agenda:

1. Introductions and roles (15 min)
2. BrainSAIT platform overview (30 min)
3. Implementation timeline review (15 min)
4. Technical requirements discussion (30 min)
5. Success metrics alignment (15 min)
6. Q&A and next steps (15 min)

Phase 2: Technical Integration (Week 2-4)¶

Integration Checklist:

• EMR Connection
• HL7 FHIR R4 endpoint configured
• Patient demographics sync verified
• Encounter data flowing

• Authentication tested (OAuth 2.0)

• NPHIES Setup

• Provider ID registered
• Payer connections active (Bupa, Tawuniya, Medgulf)
• Eligibility verification working

• Prior authorization configured

• Agent Configuration

• ClaimLinc validation rules customized
• PolicyLinc payer policies loaded
• DocsLinc document types mapped
• MasterLinc workflows configured

Phase 3: Training & UAT (Week 5-6)¶

Training Schedule:

UAT Test Cases:

### Scenario 1: Clean Claim Submission

- Submit valid claim through ClaimLinc
- Verify NPHIES acceptance
- Confirm EOB received
- Expected: 100% pass rate

### Scenario 2: Rejection Prevention

- Submit claim with known issues
- Verify ClaimLinc catches errors
- Review correction suggestions
- Expected: 95%+ detection rate

### Scenario 3: Policy Verification

- Check eligibility for patient
- Verify coverage details
- Confirm authorization requirements
- Expected: <500ms response time

Phase 4: Go-Live & Hypercare (Week 7-8)¶

Go-Live Checklist:

• All UAT scenarios passed
• User training completed (100% attendance)
• Production credentials issued
• Monitoring dashboards configured
• Escalation contacts confirmed
• Rollback plan documented

Hypercare Support:

Key Messages¶

Kickoff Announcement¶

🚀 Welcome to BrainSAIT Implementation!

We're excited to partner with [Customer Name] on your healthcare AI transformation.

Your BrainSAIT Team:

• 👤 Customer Success Manager: @[csm-name]
• 🔧 Implementation Lead: @[impl-lead]
• 💻 Technical Architect: @[tech-lead]

Key Dates:

• Kickoff: [Date]
• UAT Start: [Date]
• Go-Live Target: [Date]

Success Metrics:

• Clean claim rate: Target 98%+
• Rejection reduction: Target 50%
• Processing time: Target <2 min/claim

Weekly Status Template¶

## Weekly Implementation Status - [Customer Name]

**Week:** [X] of [Y]
**Status:** 🟢 On Track / 🟡 At Risk / 🔴 Blocked

### Progress This Week

- ✅ [Completed item 1]
- ✅ [Completed item 2]
- 🔄 [In progress item]

### Planned Next Week

- [ ] [Planned item 1]
- [ ] [Planned item 2]

### Risks & Blockers

| Risk | Impact | Mitigation | Owner |
|------|--------|------------|-------|
| [Description] | H/M/L | [Action] | [Name] |

### Metrics

- Claims processed in UAT: [X]
- Clean claim rate: [X]%
- Avg processing time: [X] sec

Go-Live Announcement¶

🎉 [Customer Name] is LIVE on BrainSAIT!

After [X] weeks of implementation, we're thrilled to announce successful go-live with:

✅ ClaimLinc - Intelligent claims validation ✅ PolicyLinc - Payer policy intelligence ✅ DocsLinc - Medical document processing

Early Results:

• claims processed in first 24 hours
• [X]% clean claim rate achieved
• rejections prevented

Congratulations to the entire team! 🙌

Success Metrics¶

Escalation Path¶

Level 1: Implementation Lead → 1 hour
    ↓
Level 2: Customer Success Manager → 2 hours
    ↓
Level 3: VP Customer Success → 4 hours
    ↓
Level 4: Executive Sponsor → Same day

Integration Points¶

• Notion: Implementation project tracker
• Jira: Technical issue tracking
• DataLinc: Customer health dashboards
• Calendar: Automated milestone reminders