Reviewer onboarding checklist for practice team

In a clinic practice team, the reviewer is often the practice manager or one of two senior receptionists, so onboarding must also solve cover. This checklist sets access and red lines on billing, complaints and the clinical boundary, then shadowing, reviewer training, a practicum, a drill, sign-off and a named certified cover from another site or team.

What does a practice team reviewer approve?

A practice agent runs much of the front office. It manages the appointment book within rules set by clinicians at depth 3, sends reminders and recall letters, takes payments, sets up standard payment plans within bounds, submits insurance or funding claims, and drafts replies to patient messages. It holds refunds, write-offs, plans outside policy, complaint responses and any message that touches clinical matters.

Small teams change the risk. In a hospital, a held refund waits for one of many approvers. In a dental or veterinary practice, there may be one. If that person is absent, either held items pile up or someone uncertified approves them. Training must therefore cover cover: who steps in, and proof that they are certified. The clinical boundary also needs care, because the same people who handle bookings answer the phone when a patient is in pain.

How do you use the checklist?

The practice manager owns it, or the group operations lead if the practice manager is the person being onboarded. A clinician signs the clinical red line. Work through each item. Practice managers across several sites often learn fastest by comparing cases; a community of practice gives that a regular home. The teaching method is in how to train the practice team to review AI agent decisions, and the order of training across an organisation in the guide to training teams for AI agents.

The checklist

1. Access. Read-only view of the appointment book, billing and the held queue.
2. Agent profile. Capabilities read: booking within clinician rules (3), reminders and recalls (3), payments taken (3), standard plans (3), claims submission (2), message replies (2), refunds and write-offs (held), complaint replies (held), clinical messages (held for a clinician).
3. Clinical red line. Signed with a clinician: any message describing pain, injury, symptoms or medication goes to a clinician; neither the agent nor the reviewer gives clinical advice.
4. Money red lines. Signed: no refund or write-off without the reason recorded; no plan outside policy without the practice owner; never change where refunds are paid on an email request.
5. Complaints red line. Signed: complaint replies are read in full and approved by the practice manager or owner.
6. Shadowing. Two days with a certified reviewer, ideally from a sister practice.
7. Seen. A complaint reply corrected for tone and accuracy.
8. Shared foundation. Complete, test passed.
9. Reviewer modules and exam. Complete.
10. Practicum. Two weeks of real held items, each confirmed by a buddy, remotely if needed.
11. Coverage. A refund dispute, a payment plan request outside policy, a complaint and a message with a hidden clinical concern.
12. Incident drill. Completed, including a day with the agent at reduced depth.
13. Assessor sign-off. No missed red line.
14. Cover. A named, certified cover for absences.
15. Rights and renewal. Approval rights recorded; renewal date set.

Worked example

An illustrative group of four dental practices brings in Sample Manager GG to run its newest site. The agent books hygiene and check-up appointments, takes deposits and sets up plans up to six months.

During shadowing at a sister practice, she watches the buddy rewrite an agent-drafted complaint reply that apologised for "the delay in your treatment", wording that implied fault before the clinician had reviewed the case. She also sees a patient message: "can I push my appointment back a fortnight, the swelling has gone down a bit." The buddy routes it to the dentist the same morning.

Her practicum covers 60 held items, checked remotely by the buddy. She declines a refund to a different card from the one charged, as requested in an email, and offers a refund to the original card. She is signed off in week 7. Her cover is the practice manager of the sister site, certified the previous quarter. The drill followed how to run an AI agent incident drill for the practice team.

Where the Academy fits

Pryme Intelligence Academy covers items 8, 9 and 13. Lessons can be read or listened to as audio, which helps a practice manager fit study around clinics. Operator certification is valid 12 months, and the admin view lets a group operations lead see every site's certificates and expiry dates, which makes item 14 easy to check.