Welcome to Effect Exercise Physiology!
Your Role:
Reception is the heart of our clinic. You are the first impression for our clients and the coordinator behind the scenes. Your support allows our Exercise Physiologists (EPs) to focus on care, while you manage bookings, communication, and administration.
Your Core Responsibilities:
Greet and support clients professionally and warmly
Manage the calendar using Cliniko
Handle calls, emails, and messages efficiently (always answer phone within 3 rings)
Monitor and maintain waitlists
Communicate clearly with the team (using Asana and Cliniko)
Protect privacy and manage documents securely
Key Concepts:
Clients cannot see the calendar – only offer them suitable options.
Always prioritise efficient bookings (back-to-back where possible)
Avoid offering gaps unless necessary
Important Rules:
Don’t say: “They’re in a meeting/lunch/class” – say:
“There’s been a calendar adjustment” or
“That time is no longer available”
Use recurring appointments where appropriate
Protect class time – don’t book 1:1 sessions during classes
Ensure admin/lunch blocks remain untouched unless discussed
Waitlist Management:
Monitor for cancellations daily
Offer suitable times when following up – don’t ask “what works for you?”
New Appointment:
“We’ve got availability on [Day] at [Time] or [Alternative Time] with [Practitioner Name]. Which one suits you best?”
Rescheduling (Clinic-Initiated):
“Hi [Client Name], we’ve had a small calendar adjustment and need to move your appointment with [Practitioner]. I’ve got [Option A] and [Option B] available—do either of those suit you?”
If they ask why:
“It’s just a change in availability that day—we’re adjusting the schedule to support the team.”
Client-Initiated Reschedule:
“No worries at all! Let me check… we’ve got availability on [Day] at [Time] or [Next Best Option].”
Use the provided Google Sheet to:
Review overnight cancellations
Confirm class blocks and lunch breaks
Check for colour/booking errors
Plan rebooking opportunities
USE ASANA FOR THIS
Cliniko – Calendar & client management
Bookings, notes, calendar views, tasks, waitlist
Physitrack (EP use only) – Exercise programming
Reception does not use
Peptalkr – Email campaigns and automations
Used for client comms (reminders, newsletters)
Drift – Website enquiries
Check inbox daily, respond or forward to relevant staff
Asana – Internal task management
Check your assigned tasks and update progress
Canva – Social media graphics
Used by marketing team; reception may assist with basic updates
Opening Duties:
Turn on lights/devices
Check voicemail, Drift, Peptalkr
Review calendar for the day
Prep clinician rooms (if needed)
Closing Duties:
Tidy waiting area
Finalise task list or client callbacks
Check calendar for next day
Lock up and secure files
Never discuss one client with another
Don’t share staff schedules with clients
Keep all personal info secure (comply with Privacy Act)
Use neutral, professional language
Reception duties include keeping the clinic clean and welcoming by:
Tidying the reception and waiting areas regularly
Cleaning shared spaces and wiping surfaces as needed
Maintaining the kitchen: cleaning up and restocking supplies
Checking and restocking toilets (toilet paper, soap, towels)
Keeping the water station full and clean
Reporting any maintenance or cleanliness issues promptly
A clean clinic helps ensure a positive experience and a safe environment for everyone.
Phone Message Template:
Name:
Phone:
Reason for call:
Urgent? Yes / No
Task Escalation:
Unsure what to do? Ask ask ask! We want to help you get it right 😊
Quick Reference:
[Jack Menzies (or another EP)] → Clinical questions
[Tatum Menzies] → Escalations
[Tech/Website] → Forward to [Jack or Tatum]