T37 Customer onboarding welcome guide
Customer onboarding welcome guide
Everything Brightwell Pediatrics needs to get live on Clinicflow in the next three weeks, who to call and what happens first. Prepared by Clinicflow Customer Success for your onboarding team.
Sample template: the firm, people, clients and figures are fictional and shown for illustration only.
Live example from the Dashboards app, shown with Harborline Logistics's demo data.
Your Clinicflow team
Message any of us in your shared onboarding channel. Renee owns timeline and decisions; Malik owns your data; Jamie owns training.
Kickoff happened Sep 15. Data migration is underway now and is the step most likely to slip, see the note below. Training is scheduled for the week of Oct 5, and go-live opens patient scheduling and check-in across all four locations on Oct 12.
Your first week checklist
Patient roster export is overdue
The full patient roster and appointment history export was due Sep 18 and has not arrived. Malik cannot start the data migration dry run without it. Owner: your IT contact, Owen Park. If not received by Sep 26, the Oct 12 go-live date moves to Oct 26, because migration and validation need three weeks once the file lands.
What to do, by role
- Confirm the admin user list Renee sent: one admin per location plus one billing admin.
- Set your organization's appointment types, visit reasons and cancellation policy before Sep 30, these drive scheduling rules everywhere else.
- Review and approve the patient portal welcome email and reminder templates in the Setup workspace.
- Assign one person per location as the go-live day point of contact.
- Pick a training session for your team from the calendar link Jamie sent; sessions run 90 minutes and repeat three times the week of Oct 5.
- Walk through check-in, insurance capture and copay collection in the training sandbox before your live session.
- Print the quick-reference card Jamie provides for day one at the front desk.
- Flag any local workflow, like a location that still uses paper intake forms, so training covers it.
- Attend the 45-minute clinical workflow session covering charting shortcuts and the patient portal message queue.
- Confirm your NPI and specialty are correct in your provider profile before go-live.
- Review the appointment reminder and no-show follow-up templates; clinical leads can request wording changes until Sep 30.
- Bookmark the Clinicflow support widget inside the app for day-one questions.
Support during onboarding and after go-live
| Channel | Hours | Best for | Typical response |
|---|---|---|---|
| Shared onboarding channel | Business hours, your time zone | Timeline, setup decisions | Same business day |
| Renee Suarez, direct | Mon to Fri, 8am to 6pm ET | Escalations, schedule changes | Within 4 hours |
| In-app support chat | 24 hours, 7 days | How-to questions after go-live | Under 15 minutes, business hours |
| Emergency line | 24 hours, 7 days | System down, cannot check in patients | Under 15 minutes, always |
Support hours and response targets are the standard Clinicflow Growth plan commitments as of this onboarding.
Frequently asked questions
Will our old appointment history be visible to patients?
Yes. Once Malik's team completes migration, patients can see their appointment history in the portal going back as far as your legacy EHR export includes. We recommend at least 24 months for continuity of care.
Can we go live at one location before the others?
Yes, a staged go-live is possible, but Brightwell chose a single go-live date for all four locations at kickoff. If the data export delay pushes past Oct 12, Renee will discuss a staged option with Dr. Anand rather than waiting for a single new date.
Who updates the appointment reminder wording after go-live?
Any practice admin can edit reminder templates from Settings at any time. Clinicflow support can help with wording during the first 30 days at no extra charge; after that, changes are self-serve.
What happens to our legacy EHR access?
Keep read-only access to your legacy system for at least 90 days after go-live for audit and billing reconciliation, then your IT contact can retire it.
How to use this template
Duplicate this page for each new customer at kickoff. Replace the values below from your onboarding plan and CRM record; if a value is not yet known, write Needs review next to it rather than guessing a date or name.
| Variable | Meaning | Required |
|---|---|---|
{{customer.name}} | Customer or practice name and location count | Required |
{{customer.plan}} | Subscription plan and seat count | Required |
{{onboarding.csm_name}} | Customer Success Manager assigned to this account | Required |
{{onboarding.golive_date}} | Target go-live date agreed at kickoff | Required |
{{onboarding.blocking_item}} | Any overdue item blocking the timeline, its owner and deadline | Optional |
{{customer.sponsor_name}} | Executive sponsor on the customer side | Optional |
Keep the checklist and steps widget in sync with the actual onboarding plan; do not mark a step done until the customer has confirmed it.