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.

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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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Learn more about pelvic health with our Clinical Courses

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• Challenge the way you think

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Curious about private practice? Check out our Business Resources

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Nicole Cozean, PT, DPT, WCS

Founder of Pelvic PT Rising and PelvicSanity Physical Therapy in Southern California.

Dedicated to forever changing pelvic health with online clinical courses to help you be more confident in your practice and business resources to help start and grow pelvic health businesses.

Jesse Cozean, MBA

Co-founder of the Pelvic PT Rising and the Rising Podcast.

Jesse uses his business experience to help pelvic health business owners start and grow their practices so they can build a practice that truly works for them. From website design, SEO, conversions, marketing, finance and money mindset, he wants to make the process of owning your own practice easier and fun.