Front-desk training

Who it’s for

For clinics that already have written front-desk standards, or have just built them with me and now need them used every day. For teams where each administrator answers in their own way, stumbles over price questions or avoids calling patients back. For owners and managers who want the rules to hold without having to watch over them constantly.

The problem it solves

A script in a folder changes nothing if the administrator can't use it under pressure, with the phone ringing and messages waiting at the same time. Without practice, people slip back into old habits: quoting a price with no context, not offering a specific time, forgetting to call back. The patient never gets an answer to their real question and books with the clinic that explained things more clearly.

What’s included

Sessions on the standards: first call, written enquiries, booking, visit confirmation

Role-play built on your clinic's real situations

Reviews of your administrators' real calls and chats

Handling objections: price, ‘I’ll think about it’, rescheduling, cancellations

Following up with patients who haven't decided on their treatment plan after a consultation

Checklists for calls, chats, confirmations and follow-up

Individual feedback for each administrator

Mystery-patient check calls and messages after the training

Result

Your administrators know what to say and do at every step, from the first enquiry to a confirmed visit and the follow-up after a consultation. Each of them has checklists, and managers have clear criteria for checking any call or chat. New starters learn from the same materials instead of picking things up from colleagues by ear.

How the training works

I have built and trained sales teams and written their consultation scripts myself. So I don't lecture on sales theory. We practise the specific things an administrator does every day.

Starting point. I listen to call recordings and read chats. I note where patients drop off and which mistakes keep repeating. If there are no front-desk standards yet, we start there: training without shared rules is pointless.
Sessions. We go through the standards step by step: the first reply, understanding what the patient needs, booking a specific slot, confirming the visit, following up.
Role-play. We rehearse your clinic's situations: a price question in the first sentence, ‘I’ll think about it’, rescheduling, a patient who leaves the consultation without a decision. I play the patient; the administrator plays themselves.
Reviewing real work. Your administrators work to the new rules, and I review their latest calls and chats and give each person specific corrections.
Making it stick. I hand over the checklists and check the result with mystery-patient calls and messages.

What I need from the clinic

Access to call recordings and messenger chats
Time for sessions within the administrators' working schedule
Your current price list and booking rules
A person at the clinic who will check the team's work against the checklists

What happens next

Training is part of implementation of front-desk standards, which costs €900 and also covers the standards and enquiry tracking. After the training you keep the materials, so new starters can be brought up to speed the same way. If you need it, I stay on for the control stage: I check calls and chats regularly and correct anything that starts slipping back.

Want to see where you are losing patients first? Take the self-check or estimate your losses with the calculator.

Questions and answers

Do we need the audit first?

It isn't required, but it makes the training more precise. The audit shows exactly where your administrators lose patients, and the sessions are built around those mistakes rather than general rules. Training is part of implementation of front-desk standards (€900): if your standards are already written down, we build on them within the implementation and spend more of the time on practice.

We don't record calls. Is that a problem?

No. We start with written chats and mystery-patient check calls. If you can, switch on call recording for the training period: it gives the most useful material for review. Set it up in line with your own rules on personal data.

What language are the sessions in?

Romanian, Russian or English, whichever suits your team. If your administrators speak to patients in several languages, we practise conversations in each of them.