Process Title: Setting up Chase Orbital Department: Operations
Contact Info: Dorra Abdul-Hamid SOP ID:
Effective Date: September 27, 2025 Revision Number:
Process Overview
Process Description:
To provide a standardized procedure for setting up and configuring Chase Orbital Online payment
services, ensuring secure and efficient credit card processing for dental office transactions.
Purpose & Scope:
This SOP applies to Office Managers, Regional Managers, and designated Admin/IT staff
responsible for financial systems setup and payment processing.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 Obtain Chase Orbital Credentials Finance
1.1 Contact Chase Merchant Services or Finance Department to
Finance
request Orbital Virtual account:
Provide – Merchant ID (MID)
Provide – Terminal ID (TID)
They will provide – Username & temporary password
Any additional account credentials
2.0 Access Chase Orbital Online
RM/OM
1. Go to the Chase Orbital Gateway login page:
https://orbital.chasepaymentech.com
2. Enter username and password provided by Chase.
3. On first login, change the password to a secure office
password (shared only with authorized staff).3.0 Train Staff
RM/OM
1. Train designated staff (reception, treatment coordinators,
billing) on:
o Logging into Orbital portal.
o Processing payments (credit/debit cards).
o Reconciling daily batches.
2. Review security protocols:
o Use Orbital portal only for processing.
o Log out after each session.
4.0 Daily & Monthly Maintenance
OM/Admin
Daily:
o Confirm all payments settled successfully.
o Verify end-of-day batch reports.
Monthly:
o Reconcile Orbital statements with office ledger
and bank deposits.
o Report discrepancies to Finance immediately.
Process Title: Dismissing Patient from Office Department: Operations
Contact Info: Dorra Abdul-Hamid SOP ID:
Effective Date: September 27, 2025 Revision Number:
Process Overview
Process Description:
To establish a consistent and professional process for dismissing patients from the practice while ensuring
compliance with ethical, legal, and regulatory obligations.
Purpose & Scope:
This procedure applies to all dental team members involved in patient care and communication regarding
dismissal.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 Reasons for Dismissal
RM/DDS
Patients may be dismissed from the office for reasons such as (but
not limited to):
Repeated missed or late appointments (chronic no-
shows).
Non-compliance with recommended treatment plans.
Abusive, disrespectful, or threatening behavior towards
staff or other patients.
Failure to meet financial obligations despite multiple
attempts to resolve.
Breach of office policies.
1.1 Responsibilities
Dentist/Owner: Final decision and sign-off on dismissal.2.0 3.0 4.0 5.0 6.0 Manager/Administrator: Document the case, prepare
dismissal letter, and coordinate patient transition.
Team Members: Report issues/concerns that may warrant
dismissal.
Documentation
1. Record the behavior/issue in the patient’s chart with
dates, times, and detailed notes.
2. Include copies of any written warnings or prior
communications.
3. Ensure all records are factual and objective.
Review & Decision
1. Dentist/Owner reviews documentation.
2. Confirm that dismissal is ethically justified and not
discriminatory.
3. Decide on dismissal and provide written approval to
proceed.
Patient Communication
1. Prepare a Dismissal Letter on office letterhead including:
o Statement of dismissal.
o Effective date.
o Reason for dismissal (general wording – avoid
excessive detail).
o Emergency care will be provided for 30 days
from the letter date to allow time to find a new
provider.
o Offer to forward dental records upon receipt of a
signed release.
2. Dentist signs the letter.
3. Send the letter by registered mail (to ensure proof of
receipt) and attach to patients’ correspondence
4. Attach copy of letter to patients’ correspondence
5. Make note on patients’ file
Transition of Care
1. Update patient status in Tracker as Dismissed as inactive
reason. (family as well)
2. If requested, provide patient records promptly upon
receipt of signed authorization.
3. Document all steps taken in the patient’s chart.
Team Notification
1. Inform all team members of the dismissal.
2. Ensure no further appointments are scheduled for the
patient.
Staff
RM/DDS
RM/OM
RM/OM
RM/OMWBS Resources
1.0 Dismissal Letter
Process Title: Staff Downtime Protocol Department: Operations
Contact Info: Dorra Abdul-Hamid SOP ID:
Effective Date: September 27, 2025 Revision Number:
Process Overview
Process Description:
To provide clear steps for staff to follow when the dental office experiences system downtime (e.g.,
Tracker outage, internet failure, power outage, or phone system failure) to ensure continuity of patient
care, documentation, and financial accuracy. And to provide clear direction for how Assistants and
Hygienists should use downtime productively when patients are not in the chair or when the office is
experiencing system downtime.
Purpose & Scope:
This SOP applies to all staff in the dental office, including administrative teams and clinical staff
(Assistants and Hygienists) during non-patient hours, cancellations, or technical downtime.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 Identify the Downtime
Staff
Determine the type of downtime:
o Tracker software outage
o Internet outage
o Phone system outage
o Power outage
Notify the Office Manager immediately.
2.0 Notify Support
OM/Staff
1. Tracker Issues: Contact Amity Tech or Tracker Support.
2. Internet Issues: Contact the office’s internet provider.3.0 4.0 5.0 3. Phone Issues: Contact the phone service provider. Send
ticket to Shan to reroute calls to OM
4. Power Outage: Send ticket to notify property manager (Brett Mears) and if applicable, building management,
and contact utility provider.
5. Document: record the time downtime started and whom
you contacted.
Manage Patient Flow During Downtime
Reception:
o Use the printed Daily Schedule (always print at
start of day as backup).
o Check-in and check-out patients manually.
o Write notes for cancellations, reschedules, and
new bookings.
Clinical Team:
o Record treatment notes on paper charting.
o Record any procedures, materials used, and
anesthetics given.
o Label all paper notes with patient name, DOB,
and date of service.
Communication
If phones are down:
o Forward calls to an emergency mobile phone
(OM or Staff on duty) or email patients to
confirm/rearrange appointments.
If internet is down:
o Use offline communication methods (phone,
manual reminders).
Assistants – Downtime Tasks
1. Chart Audits
2. Sterile Bay Maintenance
a. Organize instruments.
b. Restock sterilization supplies.
c. Wipe down surfaces and maintain infection
control standards.
3. Lab Work
a. Pour impressions.
b. Fabricate whitening trays or Essix retainers.
c. Clean lab space, including mixing bowls and
equipment.
4. Check Burs & Instruments
a. Inspect burs, handpieces, and cassettes.
b. Discard dull or broken burs.
c. Restock trays as needed.
5. Pending List Follow-Up
a. Review outstanding lab cases or treatment items.
OM/Staff
OM/Staff
Dental Assistantsb. Ensure all pending items are tracked and updated
in system/notes.
6. Assist Front Desk (as needed)
a. Answer phones.
b. Call patients to confirm or reschedule
appointments.
c. Assist with scanning if requested.
5.1 Hygienists – Downtime Tasks
Dental Hygienists
1. Chart Audits
2. Sterile Bay Maintenance
o Assist with sterilization and instrument
organization.
o Restock hygiene-specific supplies.
3. Sharpening Instruments
o Inspect hygiene instruments.
o Sharpen as needed to maintain efficiency and
safety.
4. Pending List Follow-Up
o Call patients overdue for recalls.
5. Assist Front Desk (as needed)
o Support patient calls, confirmations, or
scheduling.
o Help with recall reminder calls if applicable.
Process Title: End-of-Shift Clinical Checklist Department: Operations
Contact Info: Dorra Abdul-Hamid SOP ID:
Effective Date: September 27, 2025 Revision Number:
Process Overview
Process Description:
To ensure that all clinical areas, equipment, and documentation are completed, cleaned, and ready for the
next day’s operations.
Purpose & Scope:
This procedure applies to all clinical staff (Assistants, Hygienists, and Clinical Managers) at the end of
each shift.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 At the end of each shift, clinical staff must complete the following tasks: Here is also a direct link to the End of day duties SOP https://amitymanagement.sharepoint.com/:b:/s/Amity/EanLm_JEID1AuadoVlCSzckBIKIUcq-Ug2qP971AKWLFbg?e=BljXJH: SOP – End of Shift Duties.pdf
1. Chart Audits
2. Sterile Bay
Clean, disinfect, and organize sterile bay.
Complete sterilization logs for the day.
3. Operatory Cleaning
Wipe down all chairs, counters, and surfaces.
Complete operatory cleaning logs.
4. X-ray Tally
Record all radiographs taken for the day.
Confirm tallies match patient files.
5. Step Wedges
Perform and log step wedge tests. Report any anomalies to the Manager
immediately.
6. Lab Area
Clean and organize lab space.
Ensure no unclaimed or unlabeled models are left
behind.
Prepare all lab cases for the next day.
7. Room Setup
Stock and prepare all operatories with supplies
and trays for the next day.
Verify emergency supplies are full and
accessible.
Resources
WBS Resources
1.0 End of Shift Duties Checklist
Frequency
As required
Process Description:
To provide a standardized process for onboarding new employees in dental offices, ensuring compliance,
safety, and consistency across all locations.
Purpose & Scope:
This SOP applies to all new employees (DDS, Hygienists, Assistants, and administrative staff) joining the
organization. It must be completed by the Office Manager (OM) or designated trainer during the
employee’s first week.
Definitions & Related Documents:
Checklist – for employee to sign off
Process Steps
WBS Task Owner
1.0 Office Orientation – Show locations of critical areas and
RM/OM
equipment
Staff entrance/exit
Eye wash station
First aid kit
Fire extinguishers
Nitrous units
Emerg oxygen unit
2.0 Manual Review
Staff
Health & Safety Binder
Reception Manual
Dental Hygiene Manual Dental Assistant Manual
3.0 System & Access Setup
RM/OM
Add Provider to Tracker (Operations)
Ensure employee has Tracker login (HR)
Confirm employee can log in and have access to their
rights
4.0 Ensure training schedule set in Carelytics RM/OM
5.0 Ensure work schedule set in Carelytics RM/OM
Resources
WBS Resources
1.0 Link to the Checklist
Process Description:
To provide clear instructions for staff on how to submit support tickets through Amity Support (via
Teams) to ensure efficient handling of requests.
Purpose & Scope:
This SOP applies to all dental office staff requiring support for Payroll, Finance, HR, Marketing,
Operational, Maintenance, Property Management and Purchasing issues.
Definitions & Related Documents:
Tag step by step guide
Process Steps
WBS Task Owner
1.0 Open Teams and click the Amity Support icon on the left panel.
2.0 On main page for Amity Support – click on Amity Support
3.0 In Amity Support Section click on Create Ticket
3.1 Select the type of ticket from the drop down menu
3.2 Complete all required fields in the “Create a New Ticket”
window.
3.3 Click Create
4.0 All tickets will be emailed to the corresponding party.
5.0 Tickets can be viewed, replied to through email and teams chatWBS Resources
1.0 How to Document – need link
Process Description:
This process is to outline the steps for an office reimbursement to Insurance, Patient and Inter-Office
Transfer
Purpose & Scope:
The purpose of this document is to outline the process for reimbursing an insurance company, patient or
an inter-office.
Definitions & Related Documents:
AR Manual
Process Steps
WBS Task Owner
1.0 Review patient ledger and EOB’s to ensure there is in fact a
credit on file. The text for a patient balance will be in bold and
the text for the insurance balance will appear in green.
2.0 Office Staff to complete the reimbursement form (via tracker).
Office Staff
Submit the completed form along with all supporting documents
to the Regional Manager for Approval. (Review A/R manual)
Email a copy of the completed form to REGIONAL MANAGER
along with a copy of the following, whichever is applicable:
– statement showing the credit
– letter from insurance requesting for overpayment- letter with details (patient’s name, certificate #, procedure date,
reasons of reimbursement, etc.) regarding the refund to send to
insurance with the cheque
– corresponding EOB
3.0 Regional Manager – to review Reimbursement Request and
Regional Manager
Approve the request before forwarding to Finance
Liana@amitymanagement.com
4.0 Finance (Liana) will send a confirmation email once the refund
Finance
cheque/e-transfer has been sent out.
5.0 Office Staff / Regional Manager to post the refund in Tracker
Office Staff/Regional
with details (ie. Cheque #, date issued). Save a copy of the
Manager
reimbursement paperwork under correspondents
Resources
WBS Resources
1.0 Reimbursement Request Form –
https://amitymanagement.sharepoint.com/:b:/s/AmityManagement929-
ManualsFormsandMasterDocs/EUJnSM0n5gREuv_a4X9fixABY4TNH3CSGspSnAQO-
4dGrQ?e=yfHbOU
1.2 Accounts Receivables Manual –
Carelytics – Documents – Man
Process Description:
To ensure that OPTIO Dentistry Patient Education software is properly installed and available on all
operatory and consultation computers across offices, enabling dental teams to improve case acceptance
through patient education videos and presentations.
Purpose & Scope:
This SOP applies to all Regional Managers (RMs) responsible for office technology setup and
staff training.
Definitions & Related Documents:
Optio Guide
Process Steps
WBS Task Owner
1.0 Register the Product https://optiopublishing.com/register RM/OM
1.1 Complete the registration form for each office:
RM/OM
Registration Code: BRIDGE-50-3567-8431
Name: Enter the office/clinic name (e.g., Stoney Creek).
Email: Use the office reception email.
Password: Enter Amity123$.
Leave address, city, province, postal code, phone blank.
Website: Select “No”
.
Checkmark: Accept terms of license agreement.
Submit the form.
2.0 Repeat for each office individually RM/OM3.0 Install OPTIO Software
1. Run the attached executable file on each operatory and
consult computer.
2. When prompted:
o Select “Yes” to proceed.
o Enter Username: Reception email.
o Enter Password: Amity123$.
o Click Submit.
3. Restart Tracker.
4. Verify installation by:
o Opening the Odontogram page.
o Clicking on Optio.
o Confirming the software launches correctly.
4.0 Train the Team Lead
1. Observe the Team Lead installing OPTIO on one
computer successfully.
2. Once competency is confirmed, assign the Team Lead to
complete installation on all remaining computers.
3. Verify that OPTIO is functioning on all operatories and
consult computers.
5.0 Train the Office Team
1. In a staff meeting or through an office-wide email,
introduce OPTIO and highlight its benefits:
o Patient education through videos and slideshows.
o Support for case acceptance during hygiene,
consult, and treatment planning.
o Ease of access via the odontogram in Tracker.
2. Encourage DDS, hygienists, treatment coordinators, and
dentists to use OPTIO with patients during consultations.
Resources
WBS Resources
1.0 Optio registration https
Process Title: Ordering Office Verification for
DDS – Sterling ODA
Department: Operations
Contact Info: Dorra Abdul-Hamid SOP ID:
Effective Date: August 28, 2025 Revision Number:
Process Overview
Process Description:
To outline the standardized process for requesting and maintaining dentist office verification through
Sterling ODA, ensuring compliance with professional and regulatory requirements.
Purpose & Scope:
This SOP applies to all Office Managers, Regional Managers, and administrative staff responsible for
dentist onboarding and credential verification.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 Collect Required Information from DDS
RM/OM
Obtain the following documents/information from the dentist:
Full legal name (as registered with RCDSO).
RCDSO License Number.
Copy of current CPR Certification.
Any additional certificates (specialty, sedation, etc.).
Email address and phone number.
2.0 Access Sterling ODA Portal
RM/OM
Go to the Sterling ODA verification portal (link provided
by ODA). Log in using the office’s authorized Sterling ODA
account credentials.
3.0 Submit Verification Request
RM/OM
1. Select DDS Verification Service.
2. Enter dentist’s information:
o Name
o RCDSO License #
o Practice/Office Name
o Office contact email
3. Pay applicable fee (use office/company credit card as per
policy).
Resources
WBS Resources
1.0 https://www.oda.ca/member-resources/member-discount-program/sterling-marking-products/
Process Description:
To establish a standardized process for handling overdue patient accounts and sending them to collections
when internal collection efforts are unsuccessful.
Purpose & Scope:
Applies to all staff responsible for patient billing, collections, and financial communications
within the dental office.
Definitions & Related Documents:
AR MANUAL
Process Steps
WBS Task Owner
1.0 Review AR Manual for steps Administrator/AR
Specialist
2.0 Identify Delinquent Accounts
Administrator/AR
Run A/R Aging Report (30/60/90+ days past due).
Specialist
Focus on accounts past 90 days with no active payment
plan or response.
Verify insurance claims have been processed/settled
before pursuing patient balance.
3.0 Internal Collection Efforts
Administrator/AR
Before sending to collections, the office must make documented
Specialist
attempts to contact the patient:
1. 0-30 Days & 31-60 Days Past Due (note: Payment can
be made by phone (Visa, MC or Amex) and e-transfer to4.0 5.0 5.1 ______. Interest of 2% will be accrued for any
outstanding balances)
o Send friendly reminder statement (mailed or
emailed).
o Follow up with a phone call.
2. 61-90 Days Past Due – (note: This is a reminder that
your account is past due. Payment can be made by phone
(Visa, MC or Amex) and e-transfer to ______. Interest of
2% will be accrued for any past due accounts)
o Send second statement with a stronger reminder.
o Call patient to discuss payment options.
o Offer payment plan if appropriate.
3. 91+ Days Past Due – (note: This account is past due.
Payment can be made by phone (Visa, MC or Amex) and
e-transfer to ______. Interest of 2% will be accrued for
any outstanding balances)
o Send Final Notice Letter (clearly stating account
will be sent to collections if not paid by a
specified date, usually 10–15 business days).
o Place a final phone call.
⚠️ All communication must be documented in the patient’s
chart/notes, including dates, method, and response.
Pre-Collections Review
Review the account to ensure:
o Balance is accurate.
o All internal collection attempts are documented.
o Final 10 day notice was sent and deadline has
passed on yellow/orange paper
OM approves account for collections.
Send to Collections Agency
Prepare submission package including:
o Patient statement including demographics (name,
DOB, address, phone, email).
Manually add interest to statement before sending to
Collection agency
No Appointment letter to be sent to patient along
collection letter
Forward statement securely to the approved collections
agency.
Update patient account in Tracker
Adjust balance, note would be “SENT TO
COLLECTIONS”
Inactivate patient and family, select inactive reason “Sent
to Collections”
OM/AR Specialist
OM
OM Make detailed financial note, must flag as important in
patients Notes/Alerts. Indicating patient has been sent to
collections and if patient returns to collect in full.
6.0 Post-Submission Management
Cease all direct billing communications with the patient.
Direct any payment inquiries to the collections agency.
If patient pays office directly after being sent to
collections:
o Notify agency immediately.
o Follow office policy for handling payments
(agency will require forwarding funds).
7.0 If patient pays collection agency
Collection agency will contact Dental office and let them
know the amount the patient paid
Collection agency will take their commission plus tax and
send the remaining to dental office
Payment must be entered in tracker
Under same invoice the adjustment was made when sent
to collections
Enter MISC code with note “paid to collections – offset
adjust made on (date the adj made)”
Enter the amount the Collection agency sent the office
Enter and apply payment to the MISC code
7.1 If patient pays dental office
Contact the Collection agency and let them know the
patient paid the office
Collection agency will calculate their commission plus
tax (make detail notes in patients file)
Under same invoice the adjustment was made when sent
to collections
Enter MISC code with note “paid to collections – offset
adjust made on (date the adj made)”
Enter the FULL amount the patient paid and apply
payment to the MISC code – this will result in a credit
(the amount owed to the Collection Agency)
Complete reimbursement form to the Collection Agency
8.0 If patient returns and the Dental office accepts to see the patient.
ALL APPOINTMENTS MUST BE PAID IN FULL PRIOR TO
BE SEEN & ASSIGNMENT IS NOT ALLOWED
Resources
WBS Resources
1.0 AR Manual
OM/AR Specialist
OM/AR Specialist
OM/AR Specialist2.0 Collection Agency to Use (pdf file)
Process Description:
To outline the standardized process for setting up direct deposit (EFT) with insurance companies to
enable faster and secure payment processing
Purpose & Scope:
This SOP applies to all dental providers who are credentialed or billing through the practice and require
direct deposit of insurance payments.
Definitions & Related Documents:
Process Steps
WBS Task Owner
1.0 Collect Required Information from DDS
RM/OM
Obtain the following documents/information from the dentist:
Full legal name (as registered with RCDSO).
RCDSO License Number.
Copy of office void cheque
2.0 Determine which insurance companies to enrol with
AR specialist
Create a list of all insurance payers the provider
information
Search for EFT enrollment or Provider EFT registration
online
Sunlife, Provider Connect, Instream, ESI, Accerta, MBC,
Canada Life2.1 Complete EFT Enrollment Forms
AR specialist
For each insurance, fill out the provider and banking
information
Include all required supporting documentations
Ensure accurate spelling, numbers and details to prevent
delays
2.2 Submit the forms
AR specialist
Online Portal: Submit through their portal
Email/Fax
Mail For each insurance, fill out the provider and
banking information
3.0 Track Submission & Confirmation
AR specialist
Create a tracking spreadsheet for each insurance payer or
keep copy of submission
4.0 Verify Deposit setup
AR specialist
Monitor payments to confirm when EFTs begin
Cross check EFT remittances with bank deposits
If EFT is not active after expected time, follow up with
insurance company
Resources
WBS Resources
Frequency
As required
Process Description:
To provide a standardized process for requesting approval and reimbursement of equipment expenses,
ensuring proper documentation, accountability, and budget compliance.
Purpose & Scope:
This SOP applies to all dental office staff submitting requests for small equipment purchases,
including (but not limited to) handpieces, hygiene instruments, and other essential office
equipment.
Definitions & Related Documents:
Link to the form itself
Process Steps
WBS Task Owner
1.0 Complete the Equipment Expense Request Form RM/OM
2.0 List all requested equipment, items and prices if available RM/OM
2.1 Indicate whether the request is for a replacement item RM/OM
2.2 Provide the date the original equipment was purchased (if
RM/OM
applicable).
3.0 Indicate whether your office is currently meeting or exceeding
RM/OM
production goals4.0 Required Signatures:
Partner Dentist – Required for all requests over $500.
Regional Manager – Required for all equipment requests.
Operations Manager – Required for all equipment requests.
CFO (Archna) – Final approval required for requests over
$500.
5.0 Submitting Request
Ensure the form is fully completed and all required
signatures are obtained.
Email the completed form to:
Purchasing@amitymanagement.com & CC OPM
Incomplete or unsigned forms will result in processing
delays.
Resources
WBS Resources
1.0 Link to the Form
Process Description:
Process for Use of office Credit Card
Purpose & Scope:
To establish a clear and consistent policy for the use, management, and tracking of office credit cards by
Regional Managers/Office Managers, ensuring accountability and proper documentation of expenses.
This SOP applies to all Regional Managers/Office Managers who are issued a company credit card.
Definitions & Related Documents:
This is a general process flow for
Process Steps
WBS Task Owner
1.0 Card Issuance & Limits
RM/OM
Each office will be issued with an individual company
credit card.
A monthly spending limit will depend on the size of the
office.
2.0 Authorized Uses of the Credit Card
RM/OM
Company credit cards may only be used for approved business-
related expenses, including but not limited to:
Staff appreciation & birthday celebrations (cakes, small
gifts, team lunches, etc.).2.1 3.0 4.0 5.0 6.0 Birthdays – $50 or less per person (combine birthdays for
larger officers
Staff Meeting Lunches – $20 pr less per person
Small emergency purchases necessary for office function
use Petty cash, if Petty cash is NOT available, the use of
the credit card is not allowed unless authorized by
Operations Manager
Unauthorized Uses of the Credit Card
Credit cards must not be used for:
Personal expenses of any kind.
Large equipment, technology, or supply orders (must go
through Office Central or head office approval).
Cash advances or gift cards (unless pre-approved).
Fuel or mileage
Receipt Management & Expense Tracking
All receipts are mandatory and must be uploaded
within 48 hours of purchase.
Each RM/OM to be uploaded to the Office Dext account
for receipt submission.
Receipts must be categorized with:
o Date of purchase
o Vendor name
o Expense category (e.g., birthday, staff lunch)
Expenses without receipts may be considered personal
and charged back to RM/OM.
Review & Reconciliation
– Finance/Head Office will review receipts and credit card
statements monthly.
– Any discrepancies will be flagged and addressed directly
with RM/OM.
Accountability
Each RM/OM is personally responsible for the security
of their credit card.
Lost or stolen cards must be reported immediately to
Archna
Misuse of the credit card may result in loss of privileges
and further disciplinary action.
9. Approval & Revision
This SOP will be reviewed annually or as required. Updates will
be communicated
General Information | |
Process Title: Dental Supplies Returns | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Create returns in Carelytics for processing by the Procurement staff to the supplier
Purpose & Scope:
Step by step directions for Dental Office staff to:
· Create a return order for dental supplies,
· Submit a return order for processing by the Procurement staff.
Definitions & Related Documents:
Return Order – apply for credit from a supplier for items to be returned or for items that were short shipped or for items that were damaged or for any other reason.
Process Steps | ||
WBS | Task | Owner |
1.0 | Identify the items to be returned or that are damaged or shortshipped against the quantity invoiced. | Dental Office staff |
1.1 | In Carelytics, from the menu bar located on the left side of the screen, scroll down to the Inventory Orders icon on the left side of the screen and click on the icon. |
|
1.2 | Apex will display a summary screen of the Purchase Orders. Click on the New Order icon at the top right of the screen. |
|
2.0 | Select “Return Order” from the Order Type drop-down list and then click on the Create icon. |
|
2.1 | Apex will create a new PO number with RET as the suffix. Click on the “edit” icon and then edit the Title or the Order Date and click the Urgent icon if necessary. Click on the Update icon to proceed or click on the Cancel icon to return to the PO summary screen. |
|
2.3 | Click on the “+” icon on the RET PO line which takes staff to screen of all PO lines with status of Received, Ordered or Pending; staff can filter on Category, Manufacturer, Vendor or PO # or search for a vendor code, manufacturer code or description. The screen will show all items that meet filter or search criteria. |
|
2.4 | Select the order line and enter the quantity to be returned or credited; then click the “+” icon to add the item to the shopping cart. Repeat the above steps until all items have been added to the shopping cart. Cannot return a quantity greater than the quantity. |
|
2.5 | When all items have been selected, click on the Shopping Cart icon and enter the reason for the return and click on the Update icon. If the quantity or item selected is incorrected, click on the trash can icon for the item to delete the item and go back to the selection screen to select the correct item. |
|
2.6 | When completed, click on the Submit for Review icon; Apex will ask to confirm that you want to submit; click OK to submit or cancel to return to the Return Order. You can click on the Back to Orders icon to return to summary list of PO’s. |
|
2.7 | To submit the RET PO to Procurement for processing, open the RET PO – have option to Reopen, Reject or Submit for Processing. If you choose to reopen, follow steps 2.3 to 2.6 to change the RET PO. The REJECT option will ask for reasons to reject the RET PO and change status of RET PO to Rejected. |
|
2.8 | If you choose Submit For Processing, Apex will ask to confirm that want to submit; click OK to submit or Cancl to return to the summary list of PO’s. |
|
2.9 | RET PO now has status of Submitted and Procurement staff will contact the supplier to get Return Authorization or a credit. |
|
2.10 | If the item is to be returned, Procurement will supply the Return Mailing Label; box up the item(s) to be returned and ship to Vendor. |
|
Resources | |
WBS | Resources |
1.0 | Items to be returned |
1.2 | Original shipping documents or Invoice |
1.3 | Shipping Box/Label
|
Standard Operating Procedure (SOP)
General Information | |
Process Title: Implant Supplies Receiving | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to receive items in Apex that are shipped by supplier and attach supplier invoice to the purchase order in Apex
Purpose & Scope:
Step by step directions for Dental Office staff to:
·Record in Apex the receipt of items ordered from a supplier on an Apex purchase order,
·Attach a scanned copy of the supplier’s invoice to the purchase order in Apex,
·Filter for purchase orders or purchase order lines that have not been received.
Definitions & Related Documents:
Shipping document – document supplied by the vendor with the shipment to confirm items shipped
Invoice – invoice provided by supplier either with the shipment or by email or other method of distribution
QuickBooks – Accounting system used by Amity to prepare financial statements for the DSO.
Process Steps | ||
WBS | Task | Owner |
1.0 | After receiving the shipment from the supplier and matching the items shipped to the shipping document and the supplier invoice, sign and scan the invoice to the server. If there are discrepancies between the shipment and the invoice, note the differences on the invoice. | Dental office staff |
1.1 | In Carelytics, from the menu bar located on the left side of the screen, scroll down to the Inventory Orders icon on the left side of the screen and click on the icon. | |
1.2 | From the list of purchase orders displayed, first filter on the Vendor Name from the drop-down list and click on the PO number for the shipment to open the order. | |
1.3 | Go to the bottom of the order and click on the blue “Receive” icon. | |
2.0 | The screen will then show all items on the PO with the supplier’s name and the supplier item code and allows the staff to either click on the square icon beside the order line to receive the line or click on the “!” icon to have the option to select different receiving statuses for the item. | |
2.1 | When all applicable PO lines have been received, staff can either click on the blue “Process” icon at the bottom of the order to process the order or click on the “Invoice” icon to attach a PDF copy of the invoice to the order and then click on the blue “Process” button at the bottom of the order. | |
2.2 | File the invoice, shipping document and any other documents in the office files in the event of inquiry by staff. | |
2.3 | If an item needs to be returned to the supplier or there was a short shipment, but the invoice is for another quantity or a credit applied for, see the SOP for Supplier Returns. | |
2.4 | If the invoice is received after the shipment is received in Carelytics, open the PO, and click the “Receive” icon and then click the “Invoice” icon and then attach the scanned copy of the invoice, then click on the “Process” icon. | |
2.5 | If an additional shipment is received for the PO, follow steps 1.1 to 2.4 to receive the items in the shipment. | |
3.0 | The Carelytics receiving process will create an electronic file of item receipts by supplier that will be exported to QuickBooks to match the supplier’s invoice and recording in QuickBooks | |
Resources | |
WBS | Resources |
1.0 | Supplier’s shipment and shipping documents |
1.2 | Supplier’s invoice |
1.3 | Carelytics application |
Frequency |
As shipments are received |
Review & Signatures |
Name/Title
Name/Title
General Information | |
Process Title: Implant Purchase Order Process | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to create an implant purchase order at the Dental Office and submit it to Procurement Department for submission to Supplier
Purpose & Scope:
Directions for Dental Office staff to:
- create a new purchase order or modify an existing purchase order for implant supplies,
- search for and add items to the purchase order and enter quantity to be ordered,
- add items to the purchase order that are not in the Apex database
- review the total of the Shopping Cart against the monthly budget if applicable, and
- submit the purchase order for review by Office Administration.
Directions for Office Administration to:
- review and modify a purchase order by changing the quantity ordered, deleting lines or adding lines and either rejecting the purchase order so that it goes back to the Dental Office staff to be revised or approve the purchase order so that it is submitted to the Procurement staff for review and submission to the supplier.
Definitions & Related Documents:
Budget – Budget available to be spent in the month; budget is based on 5% of previous month $ collections, can be modified by the Procurement Staff. Purchase Orders over the Office Budget must be approved by Operations before the order is submitted to the supplier(s).
Order Type – Standard (used for purchase of implant supplies); Return (used to create a return order to a supplier for Procurement Staff to process with supplier); Inter Office Exchange (Do not use); Work Order (do not use).
Manufacturer – Name of Manufacturer of the item (if available).
Vendor – Name of Supplier where order will be placed.
Category – Amity Categories used to assist in search for supplier items, drop down list in PO function.
Tag – a searchable field in Apex that allows staff to filter for items (i.e. New Office, VW, SC, etc.)
Shopping Cart – list of items that have been included in the PO.
Purchase Order Status – Open, In Review, Submitted, Approved, Rejected, Partially Processed, Processed, Partially Received, Received, Shipment Issue
Process Steps | ||
WBS | Task | Owner |
1.0 | After determining items and quantities to be ordered by doing an inventory review, in Carelytics, from the menu bar located on the left side of the screen, scroll down to the Inventory Orders icon on the left side of the screen and click on the icon. | Dental Office Staff |
1.1 | Apex will show the summary screen with the Budget Used in the current month, the Allocated Budget for the month and the Remaining Budget $ for the month. | |
1.2 | Click the blue “New Order” button at the top right-hand side of the screen, you will then see “New Order Screen”. Can enter a title for the PO and an Order Date; normally use the current date for the title and the Order Date but can modify. Click on the “Urgent” icon if the PO is to be marked as Urgent for the Procurement Staff. Leave the Order as “Standard”; see SOP for Product Returns, Work Order and Interoffice Exchange. Click on the “Cancel” Icon to go back or the “Create” Icon to create a new PO. | |
2.0 | Apex creates a new PO with a Total of $0.00 and Status of “Open”. Click on the “+” icon to open the purchase order to add items to be ordered. Staff also have options of Editing the PO once it is created, reviewing the actions taken by Amity staff in the PO processing or deleting the PO (can only be Deleted if the PO has not been submitted by Procurement to the Supplier. | |
2.1 | After clicking on the “+” icon, staff will see a list of items. Staff can either filter on Category, Manufacturer, Vendor or Tag or search using all or part of the Product Name or entering a Manufacturer or Supplier code. Based on the filter selected or selection information entered, Apex will show a list of items that meet the filter or search criteria. | |
2.3 | If more than one supplier provides an item with the same Manufacturer and Manufacturer Code, they will be shown on the screen with their price to Amity. The option to order quantity will be shown when the staff move their mouse to the PO line and select the supplier by clicking on the “+” button or entering the quantity to be ordered. When a quantity is entered, the Shopping Cart Icon in the top right corner is updated to reflect the item ordered. | |
2.4 | Continue the filter and search process until all items have been ordered. Click on the Shopping Cart icon to review the PO lines, the total amount of the PO and the Budget Amount. Staff can modify quantities by clicking on the line in the cart or deleting the PO line by clicking on the red Trash Can icon. Click on the Shopping Cart Icon to return to the Purchase Order. | |
2.5 | If the item cannot be found in Carelytics, staff have the option of adding an item by clicking on the blue “Custom” icon and fill in the fields with as much information as is available to assist the Procurement staff in finalizing the order with the supplier. Carelytics will check to see if the item already exists based on the Vendor Name and Code and if it does, it will notify the user that the item already exists. Staff can either Cancel or Create the item (if it is not a duplicate Vendor/Vendor code) and it will be added to the order and the shopping cart. Procurement staff will confirm the price with the vendor when processing the order. | |
2.6 | Once the staff are satisfied with the order, they click on the Submit for Review bar at the bottom of the Shopping Cart Screen to submit the PO to the Office Administrator for review. | |
2.7 | The Office Administrator will receive an e-mail notifying them that there is a PO pending their review. The Office Administrator can either click on the link which will take them to Carelytics or, if the Carelytics application is already open, going to the Orders Icon on the side menu, clicking on the Status filter and choosing “In Review” and clicking on the PO number; will have a Status of “In review”. | Office Administrator |
2.8 | Office Administrator can then click on the “” icon which will open the PO line where the Administrator can edit the quantity ordered for the PO line to change quantities ordered and save the changes. Administrator can add items to the order or delete lines from the order and then either reject the order or Submit for Processing. | |
Resources | |
WBS | Resources |
1.0 | List of items to be ordered |
1.2 | Carelytics Apex Application |
1.3 | |
General Information | |
Process Title: Implant Order Receiving and Assignment | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to receive a shipment of implant supplies and assign to a patient if required
Purpose & Scope:
Directions for Dental Office staff to:
- Receive a shipment of implant supplies recording the expiry date and the Lot#
- Assign an implant inventory item to a patient
- Search for implant items assigned to a patient and modify the assignment
- Search for implant items to be assigned to a patient; and
- Create an entry for Quickbooks to record the receipt of the shipment.
Definitions & Related Documents:
Supplier documents – shipping documents sent with the shipment
Supplier Invoice – invoice sent by vendor for payment by Amity Finance staff
Process Steps | ||
WBS | Task | Owner |
1.0 | Staff receive the shipment and compare the items received to the shipping document and invoice (if included) noting any differences in the shipping document or the invoice (preferred). | Dental Office Staff |
1.1 | In Carelytics, scroll down the menu bar located on the left side of the screen to the Inventory Orders icon and click on the icon. |
|
1.2 | From the list of purchase orders displayed, first select the Vendor Name for the shipment from the drop-down list and then click on the PO number for the shipment to open the order in Carelytics. |
|
1.3 | Go to the bottom of the order and click on the blue Receive icon. |
|
2.0 | The screen will then show all the items on the PO with the Supplier’s name and supplier’s item code and allows the staff to either click on the square icon beside the order line to receive the line or click on the “!” icon to have the option to select different receiving statuses for the item. |
|
2.1 | When receiving the item, Carelytics will check the implant inventory items to see if the item is inventoried and add the quantity received to the quantity on hand; if required, staff will be able to enter the lot # and the expiry date. If there is more than one lot # or expiry date, staff will need to enter the quantity received for each lot # or expiry date until the total received is assigned to lot # and expiry date. |
|
2.2 | When all applicable PO lines have been received, staff can either click on the blue “Process” icon at the bottom of the order to process the order or click on the “Invoice” icon to attach a PDF copy of the invoice to the order and then click on the blue “Process” button at the bottom of the order. |
|
2.3 | File the invoice, shipping document and any other documents in the office files in the event of an inquiry by staff. |
|
2.4 | If an item needs to be returned to the supplier or there was a short shipment requiring credit from the supplier, see the SOP for Supplier Returns. |
|
2.5 | If the invoice is received after the shipment is received in Carelytics, open the PO and click on the “Receive” icon and then click on the “Invoice” icon and then attach the scanned copy of the invoice, then click on the “Process” icon. |
|
3.0 | If the staff want to assign an item to a patient before their appointment, in Carelytics, scroll down the menu on the left side of the screen and click on the Settings icon. |
|
Resources | |
WBS | Resources |
1.0 | Supplier shipping document |
1.2 | Supplier Invoice |
1.3 | Carelytics Orders application |
1.4 | Patient implant requirements – if assigning to a patient |
Standard Operating Procedure (SOP)
General Information | |
Process Title: Dental Supplies Receiving | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to receive items in Apex that are shipped by supplier and attach supplier invoice to the purchase order in Apex
Purpose & Scope:
Step by step directions for Dental Office staff to:
- Record in Apex the receipt of items ordered from a supplier on an Apex purchase order,
- Attach a scanned copy of the supplier’s invoice to the purchase order in Apex,
- Filter for purchase orders or purchase order lines that have not been received.
Definitions & Related Documents:
Shipping document – document supplied by the vendor with the shipment to confirm items shipped
Invoice – invoice provided by supplier either with the shipment or by email or other method of distribution
QuickBooks – Accounting system used by Amity to prepare financial statements for the DSO.
Process Steps | ||
WBS | Task | Owner |
1.0 | After receiving the shipment from the supplier and matching the items shipped to the shipping document and the supplier invoice, sign and scan the invoice to the server. If there are discrepancies between the shipment and the invoice, note the differences on the invoice. | Dental office staff |
1.1 | In Carelytics, from the menu bar located on the left side of the screen, scroll down to the Inventory Orders icon on the left side of the screen and click on the icon. |
|
1.2 | From the list of purchase orders displayed, first filter on the Vendor Name from the drop-down list and click on the PO number for the shipment to open the order. |
|
1.3 | Go to the bottom of the order and click on the blue Receive icon. |
|
2.0 | The screen will then show all items on the PO with the supplier’s name and the supplier item code and allows the staff to either click on the square icon beside the order line to receive the line or click on the “!” icon to have the option to select different receiving statuses for the item. |
|
2.1 | When all applicable PO lines have been received, staff can either click on the blue “Process” icon at the bottom of the order to process the order or click on the “Invoice” icon to attach a PDF copy of the invoice to the order and then click on the blue “Process” button at the bottom of the order. |
|
2.2 | File the invoice, shipping document and any other documents in the office files in the event of inquiry by staff. |
|
2.3 | If an item needs to be returned to the supplier or there was a short shipment, but the invoice is for another quantity or a credit applied for, see the SOP for Supplier Returns. |
|
2.4 | If the invoice is received after the shipment is received in Carelytics, open the PO, and click the “Receive” icon and then click the “Invoice” icon and then attach the scanned copy of the invoice, then click on the “Process” icon. |
|
2.5 | If an additional shipment is received for the PO, follow steps 1.1 to 2.4 to receive the items in the shipment. |
|
3.0 | The Carelytics receiving process will create an electronic file of item receipts by supplier that will be exported to QuickBooks to match the supplier’s invoice and recording in QuickBooks |
|
Resources | |
WBS | Resources |
1.0 | Supplier’s shipment and shipping documents |
1.2 | Supplier’s invoice |
1.3 | Carelytics application |
Frequency |
As shipments are received |
Review & Signatures |
Name/Title
Name/Title
.
Standard Operating Procedure (SOP)
General Information | |
Process Title: Dental Supplies Purchasing | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to create a purchase order at the Dental Office and submit it to Procurement Department for submission to Supplier
Purpose & Scope:
Directions for Dental Office staff to:
- create a new purchase order or modify an existing purchase order,
- search for and add items to the purchase order and enter quantity to be ordered,
- add items to the purchase order that are not in the Apex database
- review the total of the Shopping Cart against the monthly budget, and
- submit the purchase order for review by Office Administration.
Directions for Office Administration to:
- review and modify a purchase order by changing the quantity ordered, deleting lines or adding lines and either rejecting the purchase order so that it goes back to the Dental Office staff to be revised or approve the purchase order so that it is submitted to the Procurement staff for review and submission to the supplier.
Definitions & Related Documents:
Budget – Budget available to be spent in the month; budget is based on 5% of previous month production. Purchase Orders over the Office Budget must be approved by Operations before the order is submitted to the supplier(s).
Order Type – Standard (used for purchase of dental supplies); Return (used to create a return order to a supplier for Procurement Staff to process with supplier); Inter Office Exchange (Do not use); Work Order (do not use).
Favorites List – A list of regularly purchased items that can be modified for the order.
Manufacturer – Name of Manufacturer of the item (if available).
Vendor – Name of Supplier where order will be placed.
Category – Amity Categories used to assist in search for supplier items, drop down list in PO function.
Tag – a searchable field in Apex that allows staff to filter for items (i.e. New Office)
Shopping Cart – list of items that have been included in the PO.
Purchase Order Status – Open, In Review, Submitted, Approved, Rejected, Partially Processed, Processed, Partially Received, Received, Shipment Issue
Process Steps | ||
WBS | Task | Owner |
1.0 | After determining items and quantities to be ordered by doing an inventory review, in Carelytics, from the menu bar located on the left side of the screen, scroll down to the Inventory Orders icon on the left side of the screen and click on the icon. | Dental Office Staff |
1.1 | Apex will show summary screen with the Budget Used in the current month, the Allocated Budget for the month and the Remaining Budget $ for the month. |
|
1.2 | Click the blue “New Order” button at the top right-hand side of the screen, will then see “New Order Screen”. Can enter a title for the PO and an Order Date; normally use the current date for the title and the Order Date but can modify. Click on the “Urgent” icon so that the PO is marked as Urgent for the Procurement Staff. Leave the Order as “Standard”; staff have option of selecting from a list of Favorite List or creating a blank PO; see SOP for Product Returns, Work Order and Interoffice Exchange. Click on the “Cancel” Icon to go back or the “Create” Icon to create a new PO. |
|
2.0 | Apex creates a new PO with a Total of $0.00 and Status of “Open”. Click on the “+” icon to open the purchase order to add items to be ordered. Staff also have options of Editing the PO once it is created, reviewing the actions taken by Amity staff in the PO processing or deleting the PO (can only be Deleted if the PO has not been submitted by Procurement to the Supplier. |
|
2.1 | After clicking on the “+” icon, staff will see either their selected Favorite List or a list of items. Staff can either filter on Category, Manufacturer, Vendor or Tag or search using all or part of the Product Name or entering a Manufacturer or Supplier code. Based on the filter selected or selection information entered, Apex will show a list of items that meet the filter or search criteria. More than one supplier can be included in a PO. |
|
2.3 | If more than one supplier provides an item with the same Manufacturer and Manufacturer Code, they will be shown on the screen with their price to Amity. The option to order quantity will be shown when the staff move their mouse to the PO line and select the supplier by clicking on the “+” button or entering the quantity to be ordered. When a quantity is entered, the Shopping Cart Icon in the top right corner is updated to reflect the item ordered. |
|
2.4 | Continue the filter and search process until all items have been ordered. Click on the Shopping Cart icon to review the PO lines, the total amount of the PO and the Budget Amount. Staff can modify quantities by clicking on the line in the cart or deleting the PO line by clicking on the red Trash Can icon. Click on the Shopping Cart Icon to return to the Purchase Order. |
|
2.5 | Once the staff are satisfied with the order, they click on the Submit for Review bar at the bottom of the Shopping Cart Screen to submit the PO to the Office Administrator for review. |
|
2.6 | The Office Administrator will receive an e-mail notifying them that there is a PO pending their review. The Office Administrator can either click on the link which will take them to Carelytics or, if the Carelytics application is already open, going to the Orders Icon on the side menu, clicking on the Status filter and choosing “In Review” and clicking on the PO number; will have a Status of “In review”. | Office Administrator |
2.7 | Office Administrator can then click on the “” icon which will open the PO line where the Administrator can edit the quantity ordered for the PO line to change quantities ordered and save the changes. Administrator can add items to the order or delete lines from the order and then either reject the order or Submit For Processing. |
|
Resources | |
WBS | Resources |
1.0 | List of items to be ordered |
1.2 | Carelytics Apex Application |
1.3 |
|
Frequency |
First and Third or Second and Fourth week of month – by Tuesday 5 p.m. of the designated week. |
Review & Signatures |
Name/Title
Name/Title
Standard Operating Procedure (SOP)
General Information | |
Process Title: Dental Supplies Purchasing – Favorite List | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date:2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Process to create a Favorite List for purchase orders at the Dental Office to speed up the purchasing process for standard purchases.
Purpose & Scope:
Directions for Dental Office staff to:
- create a new Favorite List for a purchase order or modify an existing Favorite List,
- search for and add to or delete items from the Favorite List,
- add items to the Favorite List that are not in the Apex database
- Copy to create a second version of a Favorite List with a different name or create a copy of an existing Favorite List for another clinic.
Definitions & Related Documents:
Favorites List – Purchase Order with preselected items; can be modified to add or delete items from the list.
Order Type – Standard (used for purchase of dental supplies); Return (used to create a return order to a supplier for Procurement Staff to process with supplier); Inter Office Exchange (Do not use); Work Order (do not use).
Manufacturer – Name of Manufacturer of the item (if available).
Vendor – Name of Supplier where order will be placed.
Category – Amity Categories used to assist in search for supplier items, drop down list in PO function.
Tag – a searchable field in Apex that allows staff to filter for items (i.e. New Office,VW,SC,etc)
Process Steps | ||
WBS | Task | Owner |
1.0 | After determining the preliminary list of vendor items to be included in a Favorites List, in Carelytics, from the menu bar located on the left side of the screen, scroll down to the Settings icon and click on the icon. | Dental Office Staff |
1.1 | Carelytics will display a Settings screen with headings Clinic, To Management, Inventory Management and Favorites Lists. Click on Favorites List which will open a screen with options to Create New or select an existing Favorites List. |
|
1.2 | If staff select Create New, then the user will be required to enter a name for the Favorites List; duplicates will not be allowed, and an error message will be displayed. Reenter a new name and click the blue Create Icon. |
|
2.0 | Staff will then see a list of vendor items with the option to filter on Category, Manufacturer Name, Vendor Name, Tag or enter dates in the date range field or search details in the search field. Carelytics will then present a list of items that meet the filter or search criteria and then select items to be added to the Favorite List; staff can review the Favorite List by clicking on the Shopping Cart Icon on the top right corner of their screen. In the Shopping Cart, staff can delete items from the Shopping Cart List. |
|
2.1 | Staff can return to the Vendor Item List and continue to search for and add vendor items to the Favorites List. When they are finished, the staff can click on the Create Icon on the Shopping Cart List or the Cancel Icon. If the staff choose Cancel Icon, Carelytics will ask the staff to confirm that they want to Cancel the creation of the Favorites List. Choosing Yes will cancel changes to the Favorites List, No will return the user to the Favorites List. |
|
2.3 | If staff select an existing Favorites List, then the staff will be presented with the existing Favorites List and then can add to the Favorites List following the process in 2.0 and 2.1. |
|
3.0 | Designated staff can copy a Favorites List from one office to another office by opening the Favorites List; the list will show the Favorites List by name. Staff can then click on the Copy Icon and have the option to enter the name of the same office or a new office from the drop-down list of clinics and then enter a name for the copy of the Favorites List. Carelytics will provide an error message if the entered name is already on file in Carelytics and the user will be prompted to enter another Favorites List name |
|
3.1 |
|
|
Resources | |
WBS | Resources |
1.0 | List of items to be ordered |
1.2 | Carelytics Apex Application |
1.3 |
|
Standard Operating Procedure (SOP)
General Information | |
Process Title: Order Prepping | Department: Procurement |
Contact Info: Melissa | SOP ID: |
Effective Date: 2024-03-19 | Revision Number:2025-08-13 |
Process Overview |
Process Description:
Preparing the orders so it accurately reflects the pricing and information
Purpose & Scope:
For all procurement agents.
Definitions & Related Documents:
Big 3: refers to our biggest suppliers, Henry Schein, Patterson, Sinclair
Process Steps | ||
WBS | Task | Owner |
1.0 | Look through all orders to get an understanding of who could be over budget and who have not submitted orders | [team member] |
1.1 | Email the offices to ask them to submit the orders |
|
2.0 | Open orders one by one and compare big 3 pricing, while write on paper by vendor of anything else that needs to be priced |
|
2.1 | After big 3 comparison, call to get any other info or pricing |
|
2.3 | Inform offices of over budget or of any significant changes |
|
3.0 | Ask for Permission to process the order after everything is priced |
|
Resources | |
WBS | Resources |
1.0 | Check vendor websites and flyers and promos |
1.2 |
|
1.3 |
|
Standard Operating Procedure (SOP)
General Information | |
Process Title: Resume Screening and Shortlisting Criteria | Department: Human Resources |
Contact Info: Nilesh Rajput/Samara Rifai | SOP ID: |
Effective Date: August 28, 2025 | Revision Number: |
Process Overview |
Process Description:
This process ensures all resumes are reviewed fairly and consistently based on the job’s required and preferred qualifications. HR screens applicants to identify those who best match the role and shortlists them for the next stage of the hiring process.
Purpose & Scope:
This procedure outlines the standardized process for screening resumes and shortlisting candidates for further evaluation. It ensures fair, consistent, and efficient assessment of applicants based on job-specific qualifications. This process applies to all HR personnel and hiring managers involved in recruitment across all departments and locations.
Definitions & Related Documents:
Indeed Account:
User: hr@amitymanagement.com Password: HRDAmity1!
– Job Description Template
-Interview Evaluation Form
– Hiring Approval Checklist
Process Steps | ||
WBS | Task | Owner |
1.0 | Prepare for Screening
| HR |
2.0 | Initial Resume Screening Quickly scan each resume for basic qualifications: · Relevant job title or role alignment · Required education or certifications · Minimum years of experience · Professional formatting and presentation If any required qualification is missing, or if candidate simply does not qualify reject the resume by clicking the “X” button. Note: Check for communication notes (located on right hand side when viewing resume) mentioned from HR representative as candidate could have applied numerous times and may have been contacted previously. | HR |
3.0 | Shortlist Candidates Rank candidates as follows: Highly Qualified: Meets all essential and preferred criteria Qualified: Meets all essential criteria; some preferred Not Qualified: Missing essential qualifications
Add shortlisted candidates (Tier 1 and Tier 2) to a tracking sheet
| HR |
4.0 | Share and Document
| HR |
Resources | |
WBS | Resources |
1.0 | |
Standard Operating Procedure (SOP)
General Information | |
Process Title: Orientation Schedule & Materials
| Department: Human Resources |
Contact Info: Nilesh Rajput/Samara Rifai | SOP ID: HR201 |
Effective Date: August 29, 2025 | Revision Number: |
Process Overview |
Process Description:
The orientation process begins once a new hire’s start date is confirmed. HR is responsible for preparing a structured schedule, coordinating facilitators, distributing materials, and ensuring that every new employee receives the necessary information and tools for a successful start.
Purpose & Scope:
This outlines the standardized process for organizing and executing employee orientation sessions, including the preparation, distribution, and management of all related materials. It applies to all new hires and ensures consistent onboarding experience that encourages engagement, compliance, and alignment with organizational values and expectations.
Definitions & Related Documents:
- Orientation Outline/Agenda
- Carelytics Outline
Process Steps | ||
WBS | Task | Owner |
1.0 | Orientation Scheduling
| HR |
2.0 | Carelytics Setup
| HR |
3.0 | App Walkthrough HR provides a guided walkthrough of the app features, including: · Kudos system and how recognition works · Viewing and responding to announcements · Submitting anonymous feedback · Navigating personal schedules · Signing in/out · Booking time off · Accessing contact information · Viewing available training courses for independent learning
| HR |
4.0 | Contract and Policy Review
| HR |
5.0 | Carelytics To-Do Assignment: Forms & Mandatory Training
Onboarding Forms and Agreements: Employee Information Form, Payroll Deduction Agreement, Workplace Violence and Harassment Policy, Policy Acknowledgement, TD1 Federal, TD1 Ontario Provincial. Mandatory Training Programs: WHIMIS, Workplace Violence and Harassment, AODA, First Aid and CPR, IRS, Health and Safety Awareness Training, Sharps Handling Safety Training, IPAC, Occupational Health and Safety Act.
| HR |
Standard Operating Procedure (SOP)
General Information | |
Process Title: New hire document collection & verification
| Department: Human Resources |
Contact Info: Nilesh Rajput/Samara Rifai | SOP ID: |
Effective Date: August 28, 2025 | Revision Number: |
Process Overview |
Process Description:
Once a candidate has signed their employment contract, HR must collect, review, and securely store all required documents before the new hire’s start date. This process helps verify employment eligibility, confirm credentials, and prepare the employee for onboarding.
Purpose & Scope:
This procedure outlines the steps HR must follow to collect and verify all required documentation from new hires prior to their official start date. It ensures compliance with legal requirements, internal policies, and onboarding timelines. This SOP applies to all new employees and HR personnel responsible for onboarding.
Definitions & Related Documents:
-Onboarding Email Template
-Onboarding Template
-Hyperlink to Shared HR folder?
-Employee Document Checklist
Process Steps | ||
WBS | Task | Owner |
1.0 | Prepare Welcome and Document Request Email Send the new hire a welcome email including: · Orientation date, time, location, hours (9:00Am-5:00pm), additional items to bring (ex: Lunch) · A list of required documents (see checklist below) · Deadline for submission (typically 3–5 days before start date) · HR contact for questions | HR |
2.0 | Required Document Checklist This offer is conditional upon receipt of the following: “Please send the documents to hr@amitymanagement.com
| HR |
3.0 | Receive, Review, and Verify Documents
Review each document for: · Legibility and completeness · Accuracy (e.g., names match other records) · Validity (e.g., unexpired IDs or certifications)
| HR |
4.0 | Finalize and Store Records · Upload verified documents to the employee’s secure digital HR file · File physical copies (if required) in a locked, restricted-access location. · Mark the employee as “Onboarding Ready” in the HR system.
| HR |
Resources | |
WBS | Resources |
1.0 | · Onboarding Template · Hyperlink to Shared HR folder? · Employee Document Checklist |
Process Title: Maintaining personnel files
| Department: Human Resources |
Contact Info: Nilesh Rajput/Samara Rifai | SOP ID: |
Effective Date: August 29, 2025 | Revision Number: |
Process Overview |
Process Description:
Personnel files are created in OneDrive as part of the hiring process and serve as a centralized, secure location for storing employment records. Documents are uploaded in stages, starting from the job offer to onboarding completion and throughout the employee’s tenure with the company. Access is limited to authorized HR personnel only.
Purpose & Scope:
This SOP outlines the standardized process for creating, organizing, and maintaining personnel files for all employees using the company’s shared OneDrive system. It ensures that employee records are securely stored, kept up to date, and managed in compliance with privacy legislation and internal policies. This applies to all employees, including full-time, part-time, temporary, and contract staff.
Definitions & Related Documents:
-Steps to where to create employee folder
Process Steps | ||
WBS | Task | Owner |
1.0 | Digital File Creation in OneDrive
| HR |
2.0 | Pre-Hire & Offer Stage
Onboarding Documents:
Onboarding Forms and Agreements: Employee Information Form, Payroll Deduction Agreement, Workplace Violence and Harassment Policy, Policy Acknowledgement, TD1 Federal, TD1 Ontario Provincial. Mandatory Training Certificates: Additional Documents Over Time:
| HR |
3.0 | Ongoing File Maintenance
| HR |
Resources | |
WBS | Resources |
1.0 | Hyperlink to Onedrive? |
Process Description:
Once a candidate is approved for hire, HR is responsible for drafting a customized employment contract that reflects the agreed terms. The contract includes compensation, position details, start date, and company policies. It is reviewed internally before being sent to the candidate for signature.
Purpose & Scope:
This procedure outlines the steps HR must follow to prepare and issue a formal employment contract to a candidate who has successfully completed the screening and working interview process. This ensures clarity, compliance, and consistency in onboarding. The SOP applies to all HR personnel responsible for hiring across all departments and locations.
Definitions & Related Documents:
Contract Template
Process Steps | ||
WBS | Task | Owner |
1.0 | Confirm Offer Details with Hiring Manager
Confirm final job offer details with the hiring manager: · Job title and department · Start date · Pay rate or salary · Employment type (full-time, part-time, etc) · Work schedule and location · Any special terms (e.g., probation period, bonus eligibility) | HR |
2.0 | Gather Required Candidate Information Ensure you have the following: · Full legal name · Address and contact information · Position being offered · Start date availability · Any certifications or documents required for onboarding
| HR |
3.0 | Draft the Employment Contract Use the company’s approved contract template. Fill in all necessary details, including: · Employee name and position · Compensation and payment frequency · Work location and schedule · Start date and reporting manager · Benefits eligibility and terms · Confidentiality, contest, policy procedures acknowledgment and agreements
| HR |
4.0 | Internal Review · Review the completed contract for accuracy and compliance · Send it to HR Manager for final approval · Once confirmed process Contract in Adobe to activate electronic signatures. · Save a draft copy in the candidate’s file or digital folder | HR |
5.0 | Send Contract to Candidate
· Provide a deadline for signing (e.g., 48–72 hours). · Offer to answer any questions the candidate may have | HR |
6.0 | Notify Relevant Teams Once the contract is signed: · Notify payroll and related departments (if applicable) of the new hire’s start date. · Begin onboarding preparation as per your internal onboarding SOP
| HR |
7.0 | Track and Follow Up
| HR |
Resources | |
WBS | Resources |
Frequency |
As Required |
Review & Signatures |
Name/Title
Standard Operating Procedure (SOP)
General Information | |
Process Title: Carelytics Profile Completion | Department: Human Resources |
Contact Info: hr@amitymanagement.com | SOP ID: HR202 |
Effective Date: September 4, 2025 | Revision Number: |
Process Overview |
Process Description:
Carelytics Profile Completion begins once the Employee has signed their contract and provided all required documentation. HR is responsible to ensure all Employee information is entered correctly and that all documentation has been provided.
Purpose & Scope:
This outlines the process of organizing and securing all employee information correctly in Carelytics as well as providing it in the employees assigned folder. HR is responsible for maintaining and updating employee folders when necessary for their records. This allows HR to ensure all documents are up to date and required documents are provided in relation to their position. This will allow consistent onboarding experience in compliance, and alignment with organizational values and expectations.
Definitions & Related Documents:
Process Steps | ||
WBS | Task | Owner |
1.0 | Onboarding Documents · Receive onboarding documents from employees · Look over documents (expiry dates are valid ex: CPR, supporting documents are provided for example: SIN number starting with “9”) · Place documents in employee folder that should already be created when creating and receiving contracts (Insert link to Creating contract SOP?) | HR |
2.0 | Carelytics Entry · Go into the employee profile (using the office they work at. You can also reference their office in their contract from their employee folder) · Once you access their profile click on “Onboarding Details” · You will then enter all information accurately per section using the onboarding documents for reference Sections include: Mailing Address, Welcome email, Profile picture, Resume, Source of employment, piece of I.D, Contract signed date, Employment Status Protocol discussed & Policies Signed, CRA details, Vacation, Diploma/Related Certificates, HARP/CDHO/RCDSO with expiry date, CPR certificate, Scrub Order Anniversary, RM, Emergency Contact
| HR |
3.0 | Carelytics Documents Entry to Employee Folder · Ensure that all onboarding forms and agreements have been properly filled out by employees · Once Mandatory Training (WHIMIS, Workplace Violence and Harassment, AODA, First Aid and CPR, IRS, Health and Safety Awareness Training, Sharps Handling Safety Training, IPAC, Occupational Health and Safety Act.) is completed place them in their employee folder in “Mandatory Training Certificates Folder” · Once forms and agreements (Employee Information Form, Payroll Deduction Agreement, Workplace Violence and Harassment Policy, Policy Acknowledgement, TD1 Federal, TD1 Ontario Provincial.) have been reviewed without discrepancies click “download” top right top corner and place all forms in the employee folder for HR records.
| HR |
4.0 | Review If documents are missing or not up to date send a follow-up email to employee stating specifically what is missing and what documents, you require. | HR |
Resources | |
WBS | Resources |
1.0 | Carelytics.io |
Process Title: Interview Scheduling & Evaluation Guidelines | Department: Human Resources |
Contact Info: hr@amitymanagement.com | SOP ID: HR104 |
Effective Date: August 28, 2025 | Revision Number: |
Process Overview |
Process Description:
Once candidates are shortlisted, HR conducts pre-screening calls to verify interest, availability, and qualifications. Suitable candidates are then scheduled for working interviews in coordination with the hiring manager. This process helps ensure that only qualified and engaged candidates move forward in the hiring process.
Purpose & Scope:
This procedure outlines how HR conducts prescreening of shortlisted candidates and schedules working interview evaluations with the hiring manager. It ensures consistency in candidate communication, evaluation readiness, and scheduling coordination. This SOP applies to all HR staff involved in candidate selection across departments.
Definitions & Related Documents:
- Prescreen Conversation Outline
- Working-Interview Email Template
- Recruiting Tracker Sheet
- Office Directory
Process Steps | ||
WBS | Task | Owner |
1.0 | Prepare and Conduct Pre-screen Call · Check if the Candidate has been contacted in the past and look for any notes made from HR rep. Recruiting Tracker Sheet · You can also check on https://ca.indeed.com/?r=us · on the right side when clicking on applicates name for notes made by HR rep.
*Please use Pre-screen questions document for reference* · Prescreen Conversation Outline During the call, confirm: · Interest in the role and understanding of duties · Eligibility to work and preferred start date · Location and schedule availability · Compensation expectations (if applicable) · Availability for a working interview *Take brief notes during the call of each candidate to distinguish suitable matches regarding position. *
| HR |
2.0 | Schedule the Working Interview Contact the candidate to: · Contact Office Manager of location and coordinate time using Candidate availability mentioned. You Can reference Office Directory for all office information. · Share confirmed working interview date, time, location, and duration with Candidate for confirmation · Send a calendar invite with all relevant details such as; attire, location, time, employee they will be interviewing with and contact information. | HR |
3.0 | Conduct Post-Interview Follow-Up · Gather feedback from the hiring manager using a standardized evaluation form · Record evaluation notes and update the candidate’s status in the Recruiting Tracker Sheet
| HR |
Resources | |
WBS | Resources |
1.0 | · Prescreen Conversation Outline · Working-Interview Email Template
|
Frequency |
As Required |
Review & Signatures |