Train Your Front Desk for Success (Front Desk Series – Part 3)

Hiring a great admin is just the first step—how you onboard them is what really matters.

The first few weeks are critical in making sure your new front desk hire becomes a high-performing, confident part of your team. If you don’t set them up for success, you’ll find yourself micromanaging, frustrated, or even worse—back at square one looking for someone new.

In this final part of our Front Desk Series, we break down how to train your new admin in a way that’s efficient, clear, and sets them up for long-term success.

Here’s how we do it:
📌 Step 1: Get them comfortable with the logistics of the job and their day-to-day responsibilities.
📌 Step 2: Teach them how to confidently help existing patients with scheduling, billing, and superbills.
📌 Step 3: Train them on handling new patient calls using our primary and secondary phone scripts and call logs.
📌 Step 4: Introduce systems and processes—drop-off lists, supply orders, thank-you notes, marketing letters, and more.

We also share pro tips for onboarding, including:
✅ Give them the big picture vision of the practice.
✅ Record trainings to make future hires easier.
✅ Don’t overreact to early performance (good or bad).
✅ Do the training yourself—this is not something to outsource.

Your admin should be fully up to speed within two months and operating at a high level by three months. We also discuss key success metrics—phone conversion rates, patient booking rates, and the practice’s overall fill rate.

If you want a front desk team that truly supports your practice, this is the episode you can’t miss!

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About Us

Nicole and Jesse Cozean founded Pelvic PT Rising to provide clinical and business resources to physical therapists to change the way we treat pelvic health.   PelvicSanity Physical Therapy (www.pelvicsanity.com) together in 2016.  It grew quickly into one of the largest cash-based physical therapy practices in the country.

Through Pelvic PT Rising, Nicole has created clinical courses (www.pelvicptrising.com/clinical) to help pelvic health providers gain confidence in their skills and provide frameworks to get better patient outcomes.  Together, Jesse and Nicole have helped 600+ pelvic practices start and grow through the Pelvic PT Rising Business Programs (www.pelvicptrising.com/business) to build a practice that works for them! 

Get in Touch!

Learn more at www.pelvicptrising.com, follow Nicole @nicolecozeandpt (www.instagram.com/nicolecozeandpt) or reach out via email (nicole@pelvicsanity.com).

Check out our Clinical Courses, Business Resources and learn more about us at Pelvic PT Rising...Let's Continue to Rise!