> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxhealth.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Onboarding

> What a practice implementation looks like, in the order things have to happen.

Onboarding is mostly waiting on two things: credentials for your practice management system, and a decision about your phone number. Everything else can be done in an afternoon.

## Before the kickoff call

Have these ready. They are the long poles.

<CardGroup cols={2}>
  <Card title="PMS credentials" icon="key">
    API credentials for your practice management system, with read and write access to patients and the schedule. See [Supported systems](/reference/supported-systems) for what each one needs.
  </Card>

  <Card title="A phone decision" icon="phone">
    Forward your existing main line to a VoxHealth number, or port the number to us. Forwarding is reversible in minutes and is how most practices start.
  </Card>

  <Card title="Your locations" icon="location-dot">
    Name, address, phone, and opening hours for every office, including the exceptions, like a half-day Friday.
  </Card>

  <Card title="Your front-desk answers" icon="circle-question">
    The twenty questions you answer every day. Insurance accepted, parking, new patient policy, cancellation policy, what to bring.
  </Card>
</CardGroup>

## The sequence

<Steps>
  <Step title="Week 1: connect and observe">
    PMS connected, locations and hours entered, assistant configured with a narrow set of [capabilities](/agents/capabilities): appointment lookup, messages, locations, knowledge base.

    The agent goes live on a **test number** or on after-hours overflow only. You listen to calls.
  </Step>

  <Step title="Week 2: open up booking">
    Turn on booking, cancel, and confirm. Set up [call routing](/channels/call-routing) so anything the agent should not handle reaches the right person. Point your main line at the agent during a defined window: lunch, or after 5pm.

    Review every booked appointment in your PMS for the first few days.
  </Step>

  <Step title="Week 3: notifications and the rest of the day">
    Turn on [reminders and confirmations](/channels/notifications). Extend the agent to full-time coverage of overflow, then to first answer.

    Add the capabilities that need more trust: [billing](/agents/capabilities), [new patient intake](/agents/new-patient-intake), [waitlist](/patients/waitlist).
  </Step>

  <Step title="Week 4: the surrounding workflows">
    Whatever else your practice bought: [forms](/patients/forms), [insurance verification](/patients/verifications), [referrals](/front-desk/referrals), [reviews](/patients/reviews), [campaigns](/channels/campaigns), [remittance reconciliation](/revenue/remittances).
  </Step>
</Steps>

## Who needs an account

Add your team in **Settings → Staff** once the practice is configured, not before. The role you give someone decides what they can see on their first login.

| Person                                            | Role                                                       |
| ------------------------------------------------- | ---------------------------------------------------------- |
| Practice owner, office manager                    | `admin`, everything including settings and billing         |
| Receptionists, schedulers, insurance coordinators | `front_desk`, the whole day-to-day job with no settings    |
| Clinicians                                        | `provider`, which carries clinical identity for scheduling |

See [Roles and permissions](/team/roles-and-permissions) for the full matrix.

## What "done" looks like

* A week of calls where you agreed with what the agent did on every one
* Appointments landing in the right operatory with the right provider and duration
* Transfers reaching a person who was expecting them
* Reminders going out and confirmations coming back
* Your front desk answering fewer calls, not more