Reception Playbook — Level 1 Hub

Breakthrough ADHD Center · Internal Reference · Phase 1 (May 2026)

Open this page every shift. Start with the Map above to orient yourself — the rest of this page lives at your fingertips.

The full Reception Playbook (5 artifact types):

The Hub — this page; the home base. Open every shift.
Quick-Reference Cards — reception_cards_pack.pdf + individual PNGs in cards/. Pull one when the phone is ringing.
Decision Flowcharts — reception_flowcharts_pack.pdf + individual PNGs in flowcharts/. Visual decision trees for branching situations.
Reference Sheet — reference_sheet.xlsx (upload to Google Sheets). Source of truth for clinician schedules, Zoom links, holidays, contacts, glossary.
Training Book — training_book.docx. Six-week progressive curriculum for new hires (Week 1 → Week 6).

Map of Reception

☐ Check BC weather today
☐ Check stat holiday today / upcoming
☐ Noise cancellation OFF, microphone working
☐ Read sent emails from the previous shift
☐ Read summaries of calls from the off-shift period
☐ Check all 6 channels: clinician chats · group chats · SMS · Zoom phone · new emails · GHL
☐ Check JANE tasks queue
☐ Read full BAC daily tracker — know who is in the queue
☐ Read member names list (3× daily — know their family)
☐ CRITICAL: review consent forms first
☐ Review Red Flag list for Dr. Oh
☐ Check for any emails/calls with no reply >24h

Phone calls — answer now; missed = call right back immediately
SMS — check every 15 minutes
Email (Hushmail) — check every 30 minutes; booking emails replied within 30 min
GHL — morning check + afternoon check
Clinician chats — reply within 1 hour
JANE & Tracker — update immediately after every communication (not at end of day)
Every communication: copy-paste full content into the JANE note. Do not summarize only.

PRIVACY & GUARDIANSHIP. Never share client information unless the contact is confirmed and approved in JANE. For custody / kidnapping-risk cases, JANE notes list all approved contacts — no exceptions. Always verify guardianship before speaking about a child.
NO DIAGNOSIS · NO TREATMENT CLAIMS · NO GUARANTEES. Never use diagnosis language, treatment claims, guarantee language, or informal reassurances. Never speculate. Escalate to Clinic Director if unsure — never improvise.
COPY-PASTE FULL CONTENT INTO JANE. Same day, after every communication. Emails, SMS, phone summaries, voicemails, booking changes, instructions received. Do not summarize only.
NEVER DELETE APPOINTMENTS. Always mark: No Show, Cancelled (with reason), or Rescheduled. Do not determine the fee — Clinic Director decides.
FAMILY-BOOKING CANCELLATION CHECK. We use family booking. When a client cancels, check ALL children and parents linked to the family. Cancelling only one child leaves uncancelled hours the clinic still pays for.

When this happens...	Open
The phone rings (any call)	Card 01 — Phone Intro & Tone
A client asks to book or reschedule	Card 02 — Booking & Rescheduling
A client wants to cancel	Card 03 + Flowchart 01 — Cancellation Triage
A new (non-client) call or email comes in	Card 04 + Flowchart 03 — New Inquiry
A client expresses dissatisfaction (direct or indirect)	Card 05 — Complaint Handling
A client asks about money, invoice, insurance, or charges	Card 06 — Billing Question
A client wants a slot but clinicians are full / out-of-shift	Card 07 — No Slots / Waitlist
A client wants to pick up a package, device, or supplement	Card 08 + Flowchart 05 — Pickup Coordination
You're about to do something and aren't sure if Level 1 can	Card 09 — What Level 1 CANNOT Do
Sending an SMS, or about to follow up again	Card 10 — SMS Safety & Follow-Up Max-2
A new client was booked — consent form timeline	Flowchart 02 — Consent Form Timing
You need to escalate something and aren't sure who to	Flowchart 04 — Escalation Chain by Topic
Schedule, no-show policy, or Zoom link for a clinician	Reference Sheet — Clinicians / Zoom Links tabs
Which date is a stat holiday	Reference Sheet — BC Stat Holidays tab
You're a new hire learning the role	Training Book — Week 1 → Week 6

Topic	Route
Clinical question	The relevant clinician (then loop client back)
Billing question	JanMae > Rey > Dr. Oh
Reach Dr. Oh	Rey first > JanMae > Dr. Oh WhatsApp
Complaint / concern	Document neutrally in JANE > Clinic Director
Stuck >24h	Yellow flag — confirm next action with the team
Stuck >48h	Red flag — escalate to supervisor immediately

If Rey is on shift and available: contact Rey first.
If Rey is out of shift: contact JanMae.
If both are out: contact Dr. Oh via WhatsApp.
Always check JANE before calling Dr. Oh — if she has a client session in progress, do not call. If she is in a general meeting (no client in JANE), you may still call — she may answer.

Reception contact: Nadia
Phone: (604) 332-8969
Email: reception.westavenue@spacesworks.com
When the Vancouver intercom calls you, press 6 on your dialpad to buzz the visitor in
Elevator does not work on weekends — clinician greets at the lobby

Phone: 604-546-7400
Email: langley.201ststreet@regus.com
When the Langley intercom calls you, press 9 on your dialpad to buzz the visitor in
Client waits on the 2nd floor; clinician receives them

Term	Meaning
JANE	Primary booking + documentation system. All bookings, notes, and tasks live here.
GHL (GoHighLevel)	Secondary email / SMS channel — morning + afternoon check, 2× daily
Hushmail	Primary email system — `hello@breakthroughadhd.com`
Zoom SMS / Phone	The clinic reception call + SMS line
BAC daily tracker	The daily queue / status board, separate from JANE
Onboarding tracker	Specific to new clients — separate from the BAC daily tracker
MB (PC)	Member Booking (pre-paid / pre-covered) — distinct from private pay
Member client	Pre-paid, scheduled monthly. Member care is priority. Permanent Zoom links used.
Private pay	Pay per session. Different appointment types from members.
Intake session	The very first appointment only — never re-used for follow-ups
Family booking	Multiple family members linked. Cancellations must check ALL members.
Yellow flag / Red flag	24h / 48h ticket-unresolved escalations — see chain above
2-hour guarantee	A single in-person on an empty shift triggers this payment — never book without Dr. Oh's approval
Permanent Zoom link	Used for member clients only (Dr. Oh, Dr. Laurel, Dr. Veronica, Igor, Farzana)
Intercom buzz-in	When the building intercom calls reception, press 6 (Vancouver) or 9 (Langley) on your dialpad to admit the visitor

Source: distilled from the 16-document ONE PAGE COLLECTION (May 2026). Internal use only — not for distribution outside the clinic.

Reception Hub