Purpose
Structured learning plan for new team members. Define your role below and follow the sequence. Each doc in the manual has a recommended order and estimated time.
How it works:
1. Everyone does the Foundation Track (week 1)
2. Then follows the specific track for their role
3. Mark each doc complete in your own checklist
4. Your Lead/Supervisor validates when you complete each track
1. Everyone does the Foundation Track (week 1)
2. Then follows the specific track for their role
3. Mark each doc complete in your own checklist
4. Your Lead/Supervisor validates when you complete each track
Foundation Track · For EVERYONE (Week 1)
Regardless of role, every new hire starts here.
Day 1-2 · Welcome + BrandaCare acronyms
| # | Doc | Time |
|---|---|---|
| 1 | TRN-OP-G01 · BrandaCare Acronyms Glossary | 20 min |
| 2 | [Pending] TRN-ONB-002 · Welcome + Culture | 30 min |
| 3 | [Pending] TRN-OP-002 · Internal Dashboard Tour | 45 min |
Day 3-4 · Foundation Clinical (Dental 101)
| # | Doc | Time |
|---|---|---|
| 4 | TRN-CL2-001 · Basic Dental Anatomy | 15 min |
| 5 | TRN-CL2-002 · Dental Procedures | 20 min |
| 6 | TRN-CL2-003 · Nomenclature & Surfaces | 10 min |
| 7 | TRN-CL2-G01 · Dental Terminology Glossary (reference) | Bookmark |
| 8 | TRN-CL2-G02 · CDT Codes Glossary (reference) | Bookmark |
Day 5 · Foundation Insurance (Insurance 101)
| # | Doc | Time |
|---|---|---|
| 9 | TRN-INS-001 · Dental Plan Types | 20 min |
| 10 | TRN-INS-002 · Coverage Structure | 25 min |
| 11 | TRN-INS-G01 · Insurance Terms Glossary (reference) | Bookmark |
Foundation milestone complete: Lead validates with short quiz. If you pass → continue to your specific track.
Track A · Insurance Verification (Weeks 2-3)
For staff who will verify insurance and produce Breakdowns.
Week 2 · Verification and Plan ID
| # | Doc | Time |
|---|---|---|
| 1 | TRN-INS-003 · Medicare Dental Florida 2026 | 15 min |
| 2 | TRN-INS-G02 · Carrier Coverage Notes | 30 min |
| 3 | SOP-OP-004 · Insurance Plan Identification Hierarchy | 20 min |
| 4 | SOP-OP-001 · Submit Insurance Verification OPS | 30 min + practice |
Week 3 · Advanced operations
| # | Doc | Time |
|---|---|---|
| 5 | SOP-OP-002 · Upload Files to Sensei | 15 min |
| 6 | SOP-OP-005 · Step-by-Step Validation Process | 25 min |
| 7 | SOP-OP-006 · Bridge Management (Window Time) | 20 min |
| 8 | Shadowing with senior verifier — 5 supervised verifications | 1 day |
IV milestone complete: 10 independent verifications with QA pass from Operations Manager.
Track B · Billing Junior (Weeks 2-4)
For staff who will send claims, post EOBs, work A/R.
Week 2 · Send Claims
| # | Doc | Time |
|---|---|---|
| 1 | [Pending] TRN-CL-001 · Anatomy of a Dental Claim | 30 min |
| 2 | SOP-CL-001 · Import Fee Schedule to OD | 20 min |
| 3 | SOP-CL-003 · View Patient Appointments in OD | 10 min |
| 4 | [Pending] SOP-CL-004 · Submit Claim to Carrier (837D + attachments) | 45 min + practice |
| 5 | [Pending] SOP-CL-005 · Common Denials Handling | 30 min |
Week 3 · Post EOB
| # | Doc | Time |
|---|---|---|
| 6 | [Pending] TRN-CL-002 · How to Read an EOB | 30 min |
| 7 | [Pending] SOP-CL-006 · Post EOB in Open Dental (Insurance Payments) | 45 min + practice |
| 8 | [Pending] SOP-CL-007 · Adjustments and Write-Offs Handling | 25 min |
| 9 | SOP-CL-002 · Remove Ins + Add Discount Plan | 15 min |
Week 4 · Work A/R
| # | Doc | Time |
|---|---|---|
| 10 | [Pending] TRN-CL-003 · What is A/R and Why it Matters | 20 min |
| 11 | [Pending] SOP-CL-008 · Patient AR Audit | 45 min |
| 12 | SOP-OP-007 · Action Plan Data Verification | 25 min |
| 13 | Shadowing with Billing Expert — full day | 1 day |
Billing Jr milestone: 1 month of supervised operation with QA pass.
Track C · Billing Expert (After 6+ months as Jr)
For experienced Billing Junior advancing to Expert: appeals, escalations, complex cases.
Appeals specialization
| # | Doc | Time |
|---|---|---|
| 1 | [Pending] TRN-CL-004 · Anatomy of an Appeal | 45 min |
| 2 | [Pending] SOP-CL-009 · Level 1 Appeal — Missing Info Denial | 30 min + examples |
| 3 | [Pending] SOP-CL-010 · Level 2 Appeal — Medical Necessity Denial | 45 min + examples |
| 4 | [Pending] SOP-CL-011 · Appeal by Carrier (Aetna / Cigna / UHC / Delta) | 1 hour |
| 5 | [Pending] TRN-CL-005 · Appeal Letter Templates | 30 min |
| 6 | [Pending] SOP-CL-012 · External Review / IRO | 30 min |
Complex cases
| # | Doc | Time |
|---|---|---|
| 7 | [Pending] SOP-CL-013 · Coordination of Benefits (COB) | 30 min |
| 8 | [Pending] SOP-CL-014 · Pre-determinations | 30 min |
| 9 | [Pending] SOP-CL-015 · Orthodontics — Monthly Billing | 30 min |
Billing Expert milestone: 5 successful appeals + authority for independent escalation.
Summary — paths compared
| Role | Foundation | Specific track | Expected total time |
|---|---|---|---|
| Front Desk | Week 1 | Foundation only | 1 week |
| Insurance Verification | Week 1 | Track A · 2 weeks | 3 weeks |
| Billing Junior | Week 1 | Track B · 3 weeks + 6m operation | ~7 months to full validation |
| Billing Expert | Foundation + Track B done | Track C · 1-2 months | 8-12 months to expert |
Pending docs (detected gaps)
The curriculum reveals which docs need to be created to complete it. Build these next:
| Priority | Doc | Track |
|---|---|---|
| High | TRN-ONB-002 · BrandaCare Welcome + Culture | Foundation |
| High | TRN-OP-002 · Internal Dashboard Tour | Foundation |
| High | SOP-CL-004 · Submit Claim to Carrier (837D + attachments) | Billing Jr |
| High | SOP-CL-006 · Post EOB in Open Dental | Billing Jr |
| High | TRN-CL-002 · How to Read an EOB | Billing Jr |
| High | SOP-CL-008 · Patient AR Audit | Billing Jr |
| Medium | TRN-CL-001 · Anatomy of a Dental Claim | Billing Jr |
| Medium | TRN-CL-003 · What is A/R | Billing Jr |
| Medium | SOP-CL-005 · Common Denials | Billing Jr |
| Medium | SOP-CL-007 · Adjustments + Write-Offs | Billing Jr |
| Medium | TRN-CL-004 · Anatomy of an Appeal | Billing Expert |
| Medium | SOP-CL-009 to 012 · Appeals series | Billing Expert |
| Medium | TRN-CL-005 · Appeal Letter Templates | Billing Expert |
| Low | SOP-CL-013 to 015 · COB, Pre-determinations, Ortho monthly | Billing Expert |
Recommended plan to fill gaps:
Each time the team resolves one of these topics in a Cowork chat (e.g. they work a real Aetna appeal), ask for the SOP summary at the end, pass it to me, and I integrate into the manual.