Standardizing EOD Procedures Across a Dental Portfolio

Your 35 locations have 35 different ways of closing out the day. Some work well. Some create problems. None of them talk to each other. It is time to standardize.

The Case for EOD Standardization

In a growing DSO, end-of-day procedures often evolve organically. Acquired practices bring their existing processes. New locations develop their own habits. Regional managers implement their preferences. Before long, you have as many EOD procedures as you have locations.

This variation creates real problems:

Inconsistent data quality: Some locations produce reliable closeout data. Others produce numbers that require verification or correction.

Difficult oversight: You cannot compare locations when they are measuring and reporting differently.

Training burden: Every new hire needs location-specific training. Staff cannot transfer between locations easily.

Hidden issues: Problems that standardized processes would catch go unnoticed in custom procedures.

Integration friction: Every acquisition requires understanding and eventually changing their processes.

Standardization solves these problems by creating one process that works everywhere.

Designing the Standard EOD Process

Core Requirements

Every location's EOD must accomplish these objectives:

Verify all revenue is captured:

• Every patient encounter resulted in appropriate charges
• Every payment collected is recorded
• Every deposit is accounted for

Reconcile to source:

• Cash drawer matches PMS cash total
• Credit card batch matches PMS credit card total
• Deposit prepared matches collections

Prepare for next day:

• Schedule confirmed
• Outstanding items noted
• Issues escalated appropriately

Report to corporate:

• Standard data submitted
• Exceptions flagged
• Timeline met

The Universal Checklist

Create one checklist that applies to all locations.

Section 1: Patient Checkout Verification

• All scheduled patients checked out in PMS
• No pending appointments showing as incomplete
• Any no-shows or cancellations documented

Section 2: Payment Collection

• All patient payments collected and recorded
• Payment plan arrangements documented
• Outstanding balances noted for follow-up

Section 3: Cash Drawer Reconciliation

• Count cash drawer
• Record count on verification form
• Compare to PMS cash payment total
• Investigate any variance over $5
• Prepare cash for deposit

Section 4: Credit Card Reconciliation

• Settle credit card batch
• Record batch total
• Compare to PMS credit card total
• Investigate any variance
• Save batch report

Section 5: Check Processing

• Verify all checks recorded in PMS
• Endorse checks per policy
• Prepare for deposit

Section 6: Deposit Preparation

• Complete deposit slip
• Verify deposit total matches PMS collection total
• Secure deposit per location protocol

Section 7: PMS Day-End

• Run day-end closing process
• Generate required reports
• Verify production and collection totals
• Note any adjustments made

Section 8: Reporting

• Submit daily report to corporate
• Document any exceptions or issues
• Note items requiring follow-up

Section 9: Close-Out

• File all documentation
• Confirm next day schedule
• Secure office

Timing Standards

Standardize when EOD tasks occur.

Milestone	Timing Requirement
Last patient checkout	By scheduled close
Cash drawer count	Within 15 min of last payment
Credit card batch settle	Same time daily (e.g., 5:30 PM)
Deposit preparation	Before staff departure
Report submission	Within 30 min of close

Consistent timing enables consistent oversight.

Documentation Standards

Standardize what gets documented and how.

Required daily documentation:

• Cash count verification form
• Credit card batch report
• Deposit slip (image or physical)
• Day-end summary from PMS
• Exception notes (if applicable)

Retention requirements:

• Daily documentation retained per policy
• Accessible for audit
• Organized by date

Submission method:

• Standard format
• Central repository
• Confirmation of receipt

Implementing Across the Portfolio

Phase 1: Assessment and Design (Weeks 1-4)

Assess current state:

• Document existing EOD procedures at each location
• Identify best practices to incorporate
• Note location-specific requirements (PMS, banking)
• Understand current pain points

Design the standard:

• Draft universal checklist
• Create PMS-specific supplements
• Define timing requirements
• Establish documentation standards

Build supporting materials:

• Training presentations
• Quick reference guides
• FAQ documents
• Video tutorials if helpful

Phase 2: Pilot (Weeks 5-8)

Select pilot locations:

• Choose 3-5 locations representing different situations
• Include high-performing and struggling locations
• Include different PMS platforms if applicable

Implement and refine:

• Roll out standard to pilot locations
• Gather feedback daily in first week
• Adjust procedures based on learning
• Document required modifications

Validate results:

• Compare data quality before/after
• Measure time to complete EOD
• Assess staff feedback
• Confirm standard is workable

Phase 3: Portfolio Rollout (Weeks 9-16)

Wave planning:

• Group remaining locations into waves
• Consider geography, PMS, regional leadership
• Plan 5-10 locations per wave
• Allow 1-2 weeks per wave

Wave execution:

• Train location staff
• Provide go-live support
• Monitor compliance daily in first week
• Address issues immediately

Progress tracking:

• Dashboard showing rollout status
• Compliance metrics by location
• Issue tracking and resolution

Phase 4: Sustainment (Ongoing)

Compliance monitoring:

• Daily report submission tracking
• Weekly compliance reviews
• Monthly audits of documentation
• Quarterly on-site verification

Continuous improvement:

• Gather ongoing feedback
• Update procedures as needed
• Share best practices
• Address emerging issues

Managing PMS Variations

Most DSOs operate multiple PMS platforms. Handle this by standardizing outcomes, not every click.

Platform-Specific Supplements

Create supplements for each PMS that detail:

How to run day-end:

• Specific menu navigation
• Report names and options
• System-specific settings

How to generate required reports:

• Which reports produce required data
• Where to find them
• Export or print options

Platform quirks:

• Known issues and workarounds
• Timing considerations
• Common errors and fixes

Training by Platform

Train staff on both:

Universal process: The standard EOD that everyone follows, focusing on what must be accomplished.

Platform specifics: How to accomplish each step in their specific PMS.

Reporting Normalization

Even with different PMS platforms, standardize what gets reported:

Required data elements:

• Total production
• Total collections by payment type
• Total adjustments
• Deposit amount
• Variance if any

Common format:

• Standard template or form
• Same fields regardless of PMS
• Comparable across locations

Handling Location Variations

Banking Differences

Locations may have different banking arrangements.

Variations:

• Different banks with different deposit procedures
• Remote deposit vs physical deposit
• Different cutoff times

How to handle:

• Allow location-specific banking procedures within standard
• Standardize what must happen, flex on exactly how
• Document location-specific banking requirements

Staffing Differences

Locations vary in who handles EOD.

Variations:

• Dedicated office manager vs shared responsibility
• Single person vs team handoff
• Evening vs morning completion

How to handle:

• Define role requirements, not specific people
• Require backup procedures
• Allow timing flexibility within limits

Regulatory Differences

State or local requirements may vary.

Variations:

• Cash handling regulations
• Record retention requirements
• Reporting obligations

How to handle:

• Standard should meet all requirements
• Add supplemental requirements where needed
• Track regulatory changes by jurisdiction

Measuring Standardization Success

Compliance Metrics

On-time submission rate:

• Target: 95%+ locations submitting reports on time
• Track by location, region, portfolio

Checklist completion:

• Target: 100% completion of required items
• Audit periodically for accuracy

Documentation completeness:

• Target: All required documents present
• Sample audit monthly

Quality Metrics

Variance rate:

• Target: 90%+ days with zero variance
• Track improvement over time

Exception resolution:

• Target: Exceptions resolved within 48 hours
• Track aging of open items

Error frequency:

• Target: Declining errors over time
• Track by error type and location

Efficiency Metrics

Time to complete EOD:

• Target: Under 30 minutes for standard close
• Monitor for locations struggling

Overtime related to EOD:

• Target: Zero regular overtime for closeout
• Address locations with patterns

Sustaining Standardization

Preventing Drift

Standardization erodes without maintenance.

Causes of drift:

• Staff turnover with inadequate training
• Regional managers allowing exceptions
• Lack of enforcement consequences
• Process changes not communicated

Prevention:

• Regular compliance auditing
• Consistent enforcement
• Training as part of onboarding
• Central ownership of process updates

Handling Change Requests

Locations will request modifications.

Process for changes:

1. Request submitted with justification
2. Evaluate impact on standardization
3. Consider if change should apply to all locations
4. Approve, deny, or modify
5. Communicate decision

Guiding principle: Changes that improve outcomes for all locations should be adopted universally. Location-specific exceptions should be rare.

Integration of New Locations

Every acquisition is a standardization test.

Integration protocol:

1. Assess current EOD procedures at acquired location
2. Identify gaps from standard
3. Plan transition timeline
4. Train staff on standard
5. Monitor compliance during transition
6. Verify steady-state compliance

Timeline expectation: New locations should be on standard EOD within 30-60 days of acquisition.

The Payoff

Standardized EOD procedures deliver:

Reliable data: Every location produces comparable, trustworthy numbers.

Efficient oversight: Corporate can monitor all locations consistently.

Faster integration: New acquisitions onboard quickly.

Reduced risk: Problems are caught through consistent processes.

Scalability: Adding locations does not add complexity.

Staff flexibility: Employees can work at any location.

Implementing standardized EOD across your portfolio? Zeldent provides the verification layer that ensures standards are actually followed. Automated reconciliation confirms every location's closeout against bank data, flagging exceptions in real time. See compliance across your entire portfolio from one dashboard. Schedule a demo to see standardization with teeth.