Admin Team

🔹 Phase 1: Essentials – Day 1-2

These are the critical systems and skills needed to begin confidently in the role.

1. Clinic Overview & Values
   
   

   • Greeting People – How to welcome clients warmly and by name.

   • Phone Enquiry Conversion Guide – How to confidently answer and convert incoming calls.

   • Walk-in Enquiries & How to Explain What We Do
     
     

2. Cliniko Basics
   
   

   • How to Book an Initial Consultation

   • Confirming an Initial Consultation Booked Online

   • Rebooking & Rescheduling Clients (inc. Cancellation Policy)

   • Managing Practitioner Diaries / Calendars

   • Handling Waitlist & Efficient Scheduling
     
     

3. Communication Systems
   
   

   • Email Courtesy & Templates

   • Slack – What it is and how we use it for team communication

   • Google Drive – Access, explore folders, find documents

   • Canva – For simple clinic posters and social content

   • Peptalkr – For automated patient communication (replaces Mailchimp)

   • Drift & Social Media Enquiries – How to respond properly

🔹 Phase 2: Funding & Payment Admin – Day 3-5

Once familiar with client interactions, focus on understanding payments and funding pathways.

4. Taking Payments & Payment Systems
   
   

   • Eftpos Settlement + End-of-Day Process

   • What to Do if There’s an EFTPOS Error

   • Medipass – How & When to Use It

   • WorkCover Pre-Appointment Questionnaires

   • Telehealth Instructions (send to clients when needed)
     
     

5. Understanding Third Party Funding Options
   
   

   • Private Clients

   • Medicare (EPC)

   • DVA

   • WorkCover / CTP

   • NDIS Overview (Self, Plan, NDIA Managed)

   • NDIS Funding Codes

   • Effect is an NDIS Registered Provider – How to Upload Manually
     
     

6. New Client Protocols
   
   

   • New Client To-Do List (Initial Consult Process)

   • Scanning, uploading, and managing documents in Cliniko

   • How to explain pricing to new or walk-in clients

🔹 Phase 3: Operational Support – Week 2+

These systems support your longer-term efficiency and are helpful once you're confident in your daily tasks.

7. File Storage & Record Keeping
   
   

   • Google Drive – Personal folders, shared forms, search tips

   • Filing Daily Payment Reports & Receipts

   • Monthly Filing Process
     
     

8. Student & External Relationships
   
   

   • Student Feedback Email

   • Student Placement Info Email

   • Launch Session Request Emails

   • Feedback or Cancellation Follow-Ups
     
     

9. Ongoing Admin Tasks & Accountability
   
   

   • Using Slack to Set Reminders for Yourself or Others

   • Adding Practitioner Tasks to Schedules When Appointments Cancel

   • Writing in Appointment Notes (e.g. payment reminders, follow-ups)