On & Off Boarding - Reporting Manager Guide

We are excited to announce the launch of our new onboarding and offboarding process in the Lightwave Support Portal, effective September 16, 2024. This new system is designed to streamline our workflows and enhance our efficiency.

To help you get acquainted with the new process, please review the resources below:

Workflow Summary

Pre-Onboarding:
1. Candidates are screened in iCIMS.
2. Once an offer is accepted or contract signed (Doctors only), Talent Acquisition initiates the background check.
3. Candidate completes the background check form.
4. Once the background check clears, HR creates the new hire's record in Dayforce.
Offboarding:
1. Reporting Manager submits a Termination form in Dayforce.
  - The form will include a link to the Offboarding Request.
2. Reporting Manager submits an Offboarding Request to retrieve company property and disable application access.
All changes are initiated in Dayforce.
Dayforce sends changes to Active Directory where user accounts are created, disabled, or updated. Click here for more information about Dayforce > Active Directory.
Active Directory sends changes to the Support Portal to automatically initiate onboarding requests.
Onboarding requests are emailed to the Reporting Manager listed in Dayforce.
Tickets are generated once the Reporting Manager completes the onboarding or offboarding request.
- Onboarding and Offboarding Ticket Service Level Agreements (SLAs)
  - First Response within 24 business hours
  - Resolution within 72 business hours
- To escalate a ticket, respond to the ticket requesting a higher priority level/resolution time via reply to the confirmation email or the Support Portal.

Onboarding

1. Reporting Manager receives Onboarding email from help@lightwavedental.com

Hi {Reporting Manager Name},

We have received your request to onboard the employee below. Please review and confirm the information is accurate:

Employee Name: {First and Last Name}

Job Title: {Job Title}

Pay Class: {FT/PT/Temp}

Primary Work Location: {Location}

Employee ID: {Dayforce Employee Number}

Hire Date: {Date}

Windows login username: {login}

If all information is correct, please click here to continue the onboarding process, such as requesting a business email address, computer hardware, application access and more: {link}

View this support article for instructions on getting your employee logged in for the first time: First Time Login Instructions

If any information in this email incorrect or you feel this email was sent to you in error, please respond to this email and provide additional details.

Regards,

Lightwave IT

2. Reporting Manager requests onboarding items through link in email

Note: If you did not receive the email, submit a support ticket.

Request the onboarding items through the Lightwave Support Portal (check all that apply), and click Approve and Submit. Requests for hardware and software with an associated cost will be routed to the next-level manager for approval.
The left-hand side will include details for your new hire, including the placeholder email address.

Note: Email addresses will not be activated (licensed) unless the business email is selected in the onboarding request.

3. Tickets are created for each requested item

You will receive email notifications when tickets are created, someone responds to your tickets, and when tickets are completed. You can also visit the Support Portal home page to view a list of your open tickets at the bottom of the page.

Onboarding Ticket Service Level Agreements (SLAs)
- First Response within 24 business hours
- Resolution within 72 business hours
To escalate a ticket, respond to the ticket requesting a higher priority level/resolution time via reply to the confirmation email or the Support Portal.

Offboarding

1. Reporting Manager submits a Termination form in Dayforce

Log into Dayforce using your Manager role > navigate to the employee's record > select Forms from the menu on the left > select the appropriate Termination form. Complete the details on the form and upload all applicable documentation (e.g., resignation letter).

2. Reporting Manager submits an Offboarding Request

Submit an offboarding request to retrieve company property, disable application access, and provide other details for delegating responsibilities for the terminated employee.

Note: The link to the Offboarding Request can be found on the SharePoint home page under Forms or in the Termination form in Dayforce.

3. Tickets are created for each requested item

You will receive email notifications when tickets are created, someone responds to your tickets, and when tickets are completed. You can also visit the Support Portal home page to view a list of your open tickets at the bottom of the page.

Offboarding Ticket Service Level Agreements (SLAs)
- First Response within 24 business hours
- Resolution within 72 business hours
To escalate a ticket, respond to the ticket requesting a higher priority level/resolution time via reply to the confirmation email or the Support Portal.

FAQ

How to Cancel an Onboarding Request Form

Go to the Support Portal home page and scroll to the bottom of the page. Select Onboarding Requests or Offboarding Requests to view requests that are awaiting your action. Click on the request and select Cancel Request.

If you do not need to request any on or off boarding items, you can disregard the email from help@lightwavedental.com. Requests where no action is taken by the reporting manager will automatically close after 2 weeks.
Alternatively, if you need to cancel a request that has already been submitted, go to your Open Tickets or search for the request number in the Support Portal, open the request, and select Close Request.

I lost the email for onboarding my employee. What do I do?

Go to the Support Portal home page and scroll to the bottom of the page. Select Onboarding Requests or Offboarding Requests to view requests that are awaiting your action. Click on the email icon next to your name under Awaiting Information. This will resend the email with the request link.

How to Share Onboarding Request Forms

You can forward onboarding emails from help@lightwavedental.com to other employees with management authority (e.g., Managers, Directors, VPs, Executives, etc.). They can access the request through the link in the onboarding email.
To share Onboarding and other approval requests from the Support Portal, set up a delegate.
Log into https://help.lightwavedental.com/ and click on your initial to access your profile. Select My profile.

Select Add delegation.

Search for and select your delegate. You can set an end date for temporary access, or leave the end date blank, then select Delegate.

You and your delegate will now receive onboarding and approval requests. Either you or your delegate can take action on these requests. If one of you processes a request, the other will see that the request was processed and no further action is necessary.

How can reporting managers see the status of their onboarding request at a high level?

Reporting managers will receive an email confirmation with "Onboarding Request for {employee name} - {Dayforce employee number}" in the subject. This is the 'parent' request that includes every item (and status) that they requested. They can click the link in the confirmation email or go to their Open Tickets in the Support Portal to view the details and get status updates.

Are there any reporting options for status visibility from the Support Portal?

We are working on building reporting options for onboarding activities; however, our reporting capabilities are limited. Currently, we can report on the number of requests by status, location, department, job title, or reporting manager, as well as average time to complete requests. If you have a high volume of hiring activities, please submit a ticket to help@lightwavedental.com to request a report and include details of the metrics you would like to see.

What items are included in the onboarding request?

The onboarding request will only display items (e.g., hardware, software/application access, company credit card, etc.) that are relevant to the new hire's position and/or department. See examples below:

Doctor New Hires:
- Hardware (e.g., PC, laptop, monitor, etc.)
- Business email and O365 (E1 license)
- MileIQ
- Adobe Standard or Pro
- PowerBI license
- Company Credit Card
- Splashtop Remote Access
Practice Management New Hires:
- Hardware (e.g., PC, laptop, monitor, etc.)
- Business email and O365 (E1 license)
- MileIQ
- Practice management and patient engagement software access
- Bill.com
- Sage
- Adobe Standard or Pro
- PowerBI license
- Dayforce (non-standard access)
- iCIMS
- HireRight
- Company Credit Card
- Splashtop Remote Access
All Other Practice-Level New Hires:
- Hardware (e.g., PC, laptop, monitor, etc.)
- Business email and O365 (P1 license)
- MileIQ
- Adobe Standard or Pro
HQ New Hires:
- Hardware (e.g., PC, laptop, monitor, etc.)
- Business email and O365 (E3 license)
- MileIQ
- Cell phone reimbursement
- HQ key fob access
- Practice management and patient engagement software access
- Bill.com
- Sage
- Adobe Standard or Pro
- PowerBI license
- Concord
- Dayforce (non-standard access)
- iCIMS
- HireRight
- Vena
- Company Credit Card
- Splashtop Remote Access

Where can I find the newly created email address for the new hire?

Once a new hire is active (e.g., on or after hire date), new hire profiles and email addresses can be found by searching the directory in Outlook, as long as the business email was requested through the onboarding request at least 3 business days prior to hire date.

To find a new hire's email address before the hire date (or before a request for an email address has been submitted):

Reporting Managers can find the email address in the original onboarding request. Click the link in the onboarding request email from help@lightwavedental.com to view the employee details, including the email address.
- Note: Email addresses will not be activated (licensed) unless the business email is selected in the onboarding request.
Freshservice Agents (IT, HR, RCM, and Marketing) will be able to view the new hire details, including the email address in the description of the ticket.
Non-Agents (Accounting, Analytics, Finance, Operations, and Talent Acquisition) will be able to view the ticket details and comments from the Support Portal or through the link in the email notification. If the email address is missing from the ticket details and comments, respond to the ticket to request the information.