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When our admin is away (and we have no one filling in) it creates an extra load on practitioners to perform additional tasks required in the process of client care. Some of these are ESSENTIAL... Some of these are not.
To reduce this load, we use a priority matrix to prioritise procedures that MUST be done and schedule things for latter that are non important or non urgent
"Don't become stressed office monkey"
Procedures that are URGENT and MUST be done
Rebooking clients after appointment (or ensuring they have at least their next 4 appointments booked in the calendar)
Processing payments/rebates (and ensuring they are marked as paid)
Sending invoices for third party payments
Calling clients who are 5mins late to check in (and calling no shows at end of appointment)
Taking calls at front desk (Only if you are doing less urgent tasks)
Procedures that MUST be done but are NON-URGENT
Returning missed calls and using script:
"Thank you for leaving us a voicemail. Our admin is away today so we are just returning your call regarding [reason they called]. Thanks for understanding"
Rescheduling appointments from either a call, in person or email (as long as these are written down/in Slack, they can be done when next convenient)
Start of day and end of day checklist
All other procedures and processes can be written down in the workbook located on front desk.
All items in workbook must be actioned (tick them off)
All items that are non-urgent must be put on front desk ASANA or on SLACK, with appropriate date that task must be done
Monday/Friday Procedures
Mondays and Fridays are a very common day for people to call either to BOOK or to CANCEL (also see Cancellation Policy and/or Appointment Change Procedure)
FRIDAY: You may let calls ring through if you have higher priority tasks (eg. treating clients, urgent reports/letters/AHRRs). 90% of calls can be addressed on MONDAY
MONDAY: It is our priority to follow up on all missed calls ASAP
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