Reception Training Book

Curriculum at a Glance

Mentor sign-off rule. At the end of each week, your mentor confirms you are ready to advance. No advancing without confirmation. Accuracy matters more than speed.

Week 1 — Access & Mechanical Accuracy

Goal. By the end of Week 1 you can log in to every system independently, navigate JANE without help, and verify every detail of an existing booking before confirming it.

Days 1–2: Access Drill

You must be competent in every system within two days. Open, close, navigate independently. If any access is missing, report immediately — do not wait.

• JANE — primary booking + documentation system. All notes, tasks, and bookings live here.
• Hushmail — primary email at hello@breakthroughadhd.com
• GHL (GoHighLevel) — secondary email/SMS channel. Your own login and password.
• Intercom — Vancouver building system (dial 6 to admit) and Langley (dial 9 to admit).
• Zoom phone + SMS — clinic reception line.
• Google Contacts — for any Zoom contacts; saved here only for legal-guardian-approved contacts.
• Google Calendar — Dr. Oh's personal calendar (uniquebraincodemethod@gmail.com).
• Internal chats (Google Chats) — team channels and clinician chats.
• Grammarly — must be active at all times for written communication.
• Clinic ChatGPT — used to draft and refine messages before sending. Remove ALL client identifiers (name, phone, email, DOB, etc.) before pasting anything in.

Access standard, Day 3. Log in successfully to all systems. Send and receive test messages where applicable. Navigate JANE independently. Locate Zoom links from the official Reference Sheet. Understand which channels are internal vs external.

JANE Training Requirements

Complete all JANE training before handling live bookings:

• Dr. Oh JANE training (recorded).
• All tutorial videos — Charting Basics, Smart Options & Narratives, Jane Payments, Navigating the Schedule, Booking Repeat Appointments.
• Demo site practice — navigate independently before going live.

Know how to: navigate the schedule · book repeat appointments · reschedule and cancel · create tasks · copy-paste communication notes · check JANE tasks · understand the difference between blue (shift) and white (out-of-shift) blocks.

Mechanical Accuracy — Verify Every Booking

Before confirming anything, verify all of:

• Correct clinician.
• Correct location (Vancouver or Langley — see Reference Sheet > Clinicians).
• In-person or remote.
• Correct day and time. Even a 10–15 minute difference matters (3:00 PM vs. 3:15 PM).
• Correct booking TYPE — member booking, private pay, intake. Check the previous booking on file. If unsure, ask the mentor.
• Correct Zoom link (members) or in-clinic setting.

Confidentiality — Non-Negotiable From Day 1

• Do not talk to anyone about a client unless they are saved in Zoom Contacts and approved in JANE.
• Cross-check JANE before replying to any message about appointments, reports, or client information.
• For custody or kidnapping-risk cases: JANE notes list all approved contacts. Never share any client information unless the contact is confirmed in JANE.
• Zoom numbers must be saved in Google Contacts only — and only for contacts approved by the legal guardian.

Week 2 — Communication Rhythm & Ticket Ownership

Goal. Internalize the three types of communication, hit the per-channel response times every shift, and own every ticket from receipt to resolution.

The Three Types of Communication

• Incoming — calls, SMS, email, GHL messages from clients, prospects, vendors.
• Outgoing — replies, confirmations, follow-ups. The loop closes with you.
• Connecting (internal) — clinician chats, billing, colleagues, leadership — to get answers and inform.

Reception owns all three. Every message — incoming, outgoing, internal — is your responsibility from the moment it lands until it is resolved.

Priority Order

When competing for your time, work in this order:

1. Reception daily duty — always comes first.
2. Incoming · outgoing · internal (connecting) communication.
3. JANE updates and Tracker updates immediately after each communication.
4. Data entry and non-reception tasks — lower priority. Stop these the moment a reception duty arrives.

Response Times by Channel

• Phone (Zoom phone) — answer NOW. If missed, call right back immediately. Don't wait.
• SMS (Zoom SMS) — check every 15 minutes.
• Email (Hushmail) — check every 30 minutes. Booking emails replied within 30 min.
• Clinician chats — within 1 hour.
• GHL — 2× daily — morning check and afternoon check.
• JANE & Tracker — update immediately after every communication, while details are fresh.

Owning the Ticket — End to End

From the moment a ticket opens to the moment it closes, reception carries it. Supporting roles (clinicians, billing, leadership) are resources — your job is to bring their input together and move things forward.

• New ticket — log immediately, set a due time.
• Open >24h — yellow flag. Confirm next action and due date with the team.
• Open >48h, no action step — red flag. Escalate to supervisor.
• Ready to close — review with supervisor and close it out.

A useful daily question: “Is this ticket ready to close today?” Ask it of each open ticket. If not — confirm the next action, the due date, and let the supervisor know.

JANE & Tracker Discipline

All communication is recorded in JANE the same day. No batching. No summaries only.

• Emails — copy and paste full content into JANE.
• SMS summaries — full content.
• Phone-call summaries — full content.
• Voicemails, booking changes, client questions, instructions received — full content.

The BAC daily tracker is not the onboarding tracker. Update the correct one.

Promptness Standard

• Reply same business day.
• Respond to SMS during work hours.
• Acknowledge if a delay is needed (set expectations).
• Never leave messages unanswered.
• All SMS marked read (no red marks). All emails replied to.

Week 3 — Tone, Language, Cultural Awareness

Goal. Sound calm, professional, and Canadian on every call and email. Pause before answering. Mirror the client's language. Never improvise on identity, diagnosis, or treatment.

Daily Awareness — Start of Every Shift

Before answering any calls or messages:

• Check BC weather today.
• Check stat holidays today or upcoming (see Reference Sheet > BC Stat Holidays).

Why this comes first: it affects attendance, late arrivals, cancellations, parent stress level, booking flow.

Phone Opening Standard

Mandatory script on every call:

Delivery: soft start · slow pace · lower tone · punchy end. Then pause and wait for the caller to speak.

Do not rush. Do not fill silence. Do not lead too early. Listen first, understand, then guide.

Canadian Communication Norms

• No formal titles — never “Dear,” “Sir,” “Ma'am,” “Mr / Ms / Mrs.”
• Use first names — “Hi Sarah,” “Thanks John.”
• No sales language — never “How may I help you today?” or “How can I assist you?”
• Preferred style — “Okay, let me check that for you.” “I'll take a look at the schedule.” Short. Direct. Natural.

Gender & Family Language

• Default to Parent, Guardian, Child, They.
• Same-sex parents rule — always say “parent.” Do NOT say “mother / father” unless the client uses those terms first.
• Follow client language — mirror exactly: “my wife” → “wife”; “dad” → “dad”.
• Pronouns — if unknown, use “they.” If stated, use consistently. If you make a mistake, correct briefly and move on.

When You Don't Understand

Do not guess. Do not improvise.

Tone During Uncertainty

Always: calm, neutral, steady.

Do NOT: over-explain, sound unsure, apologize excessively, say “I think” or “maybe.”

Communication Boundaries

Reception does not: interpret, advise, explain clinical matters, or comment on identity or family structure.

Email & Message Style

• Open with “Hi [Name],” not “Dear [Name],”
• Short sentences. Clear structure. No fluff. No sales tone.
• For complex messages with multiple points: use numbers or bullet points; add a line break every 3 sentences.
• No bold text in client-facing messages. Remove hyphens manually after generation.
• Grammarly must be active at all times.
• Example: “Hi Sarah, I see two openings on Tuesday at 2:00 PM and 4:30 PM. Would either work for you?”

Liability Language — Never Say or Write

• Diagnosis language.
• Guarantee language.
• Treatment claims.
• Informal reassurances.
• Speculation of any kind.

Week 4 — Booking, Cancellation, Rescheduling

Goal. Master the mechanics: booking positioning, cancellation triage, rescheduling discipline, and the 2-hour guarantee awareness.

Booking Scope — Level 1

What you can do at Level 1:

• Reply to client emails for existing appointments.
• Handle existing appointments for counsellors.
• Track communication with updates in JANE and the Tracker.
• Check client availability — always get 2–3 time windows.

What you cannot do at Level 1:

• Book new assessments / intake sessions (Dr. Oh / Laurel only).
• Book Dr. Oh without instruction (~2-month waitlist).
• Make new clinical intake decisions.
• Book a single in-person on an empty shift, or a remote on shift without director approval.
• Determine cancellation fees, quote prices, or process refunds.

Booking Positioning Protocol

Never list all available days or times. Control the booking flow professionally.

1. Always ask first: “Do you have a preferred date and time?”
2. If clinician is available: offer only 2 slots — “I currently see two possible openings that day: 2:00 PM and 4:30 PM. Would either of these work?”
3. If clinician is not available that day: “I'm just checking the schedule. I currently see availability on Wednesday — there are two possible openings: 11:00 AM and 3:00 PM. Would either of these work?”
4. If neither works: “I can check for another time close to your preference.”

Purpose. The clinician looks in demand. The schedule feels structured and professional. You maintain control of the booking flow. Communication is consistent across reception.

Always contact the client by EMAIL and CALL together — never one alone.

Rescheduling Discipline

Rescheduling = identical appointment type. Do not book a “new appointment” — you do not yet understand the appointment types well enough.

• Use exactly the same booking type as the existing appointment.
• Double-check remote vs. in-person.
• Members — all member bookings must consult JanMae before confirming. Members are pre-paid; never book “private pay” for a member.
• Confirm the existing booking is visible in JANE before you offer the new time.

Cancellation Rules

Cancel right away — no hesitation.

1. Cancel immediately in JANE.
2. Select reason.
3. Add a written note.
4. Send the script email.
5. Report to the clinician.

Do NOT determine the fee — Clinic Director decides full, half, or waive.

The 2-Hour Guarantee — Critical

A single in-person session on an otherwise empty shift triggers a 2-hour guarantee payment to the clinician — the clinic pays the 2-hour minimum even though only one session ran.

Week 5 — Onboarding & Member Care

Goal. Run new-client onboarding cleanly under mentor supervision (the first 12 clients), enforce the consent-form timeline, and treat member care as priority.

Mentor Sequence — First 12 Clients

Onboarding is straightforward but must be done correctly every time. Work alongside your mentor until you feel comfortable — accuracy matters more than speed.

• Shadow your mentor for the first few onboardings — observe the full sequence.
• Gradually take over steps with the mentor present.
• Complete 12 new client onboardings before working fully independently.
• Ask questions at every step — confirm rather than assume.

Onboarding Flow — Step by Step

1. Collect critical information — mother and father full names, emails, phone numbers, preferred appointment times. Use call + email — not JANE app messages.
2. Book the appointment — match preferred time if possible. If not available, note clearly and contact the clinician about future availability.
3. Inform the clinician — notify the relevant clinician immediately after booking.
4. Consent form — must be collected within 24 hours. Report to clinician + Clinic Director if not received in time.
5. Update everything — JANE notes, the onboarding tracker, Clinic Director, relevant clinician — all informed and up to date.

Collect at booking:

• Mother / primary contact — full name (required), email (required), phone (required, mobile preferred), preferred contact channel.
• Father / secondary contact — same fields if available.
• Appointment preferences — preferred days and times; any days or times that do not work.

Consent Form Timeline

Without a consent form, there is no credit card on file. No credit card = no protection against no-show. All consent decisions belong to clinician and Clinic Director. Reception's job is to track, report, and act on instruction.

• At booking — send consent form immediately by call and email. Inform clinician.
• Within 24 hours — consent form must be collected. If not received: report to clinician and Clinic Director immediately. Do not decide alone.
• Up to 48 hours — only if the first appointment is more than 72 hours away, AND with extension granted by clinician / Director. Still report at 24h.
• Appointment within 24h, no consent — cancel the appointment within the same day. Inform clinician before cancelling. Clinicians are paid less for cancellations under 24h; cancelling protects the clinician from an unprotected no-show.

Communication Rules — Onboarding & Always

Do not use JANE app messages to contact clients. Most clients rarely use the app — messages go unread.

• Call first — introduce, confirm information, answer questions.
• Follow up by email — confirmation, consent form link, appointment details, Zoom link.
• SMS only to ask the client to check their email — no consent links, no account details, no clinical information via SMS.

Follow-Up Rule — Maximum 2, Then Stop

1. First contact — call + email.
2. Follow-up 1 — no response: call + email both.
3. Follow-up 2 — still no response: call + email both.
4. After 2 follow-ups: STOP. Report to Clinic Director. Director decides discharge vs continue.

Why this rule: more than 2 follow-ups reads as desperate, damages the clinic's professional image, and the decision to continue or discharge belongs to the Director — not reception. All attempts logged in JANE + tracker.

Member Care — Priority

Member clients are pre-paid, scheduled monthly, and treated as priority.

• Read the member name list 3× daily — know their family.
• Monthly booking extension — meticulous and error-free, once per month.
• All member-care incoming messages — treat as priority, report all to Dr. Oh.
• Every 3rd Wednesday — send the 3-month member schedule Word doc to neurocoaches (Laurel, Veronica, Dr. Oh) and get confirmation.
• Workflow: Maricar books → JanMae creates the Word doc by category → Rey counterchecks → Dr. Oh final review.

Dr. Oh Calendar Management

Current shift (subject to change): Thursday (remote), some Saturday and Sunday — look for blue blocks in JANE. Non-shift: Tuesday, Wednesday, Friday — require Dr. Oh's permission to book.

• On shift days — all appointments in JANE only.
• Off shift days (Tue / Wed / Fri) — BOTH JANE and Dr. Oh's personal Google Calendar (uniquebraincodemethod@gmail.com).
• Any update (reschedule or cancel) reflects on both calendars immediately.
• Dr. Oh sees only one calendar per day — keep both updated.

Week 6 — Complaints, Liability, Independent Operations

Goal. Recognize indirect complaint signals. Stay within liability boundaries. Operate independently for Level 1 work, including the end-of-day report.

Complaint Awareness — Indirect Signals

Direct complaints are easy to spot. Indirect ones matter more — watch the language:

• “We'll pause.”
• “We'll think about it.”
• “Not sure it's the right fit.”

When you notice these signals:

• Document neutrally in JANE — exact words, no editorial spin.
• Notify the Clinic Director.
• Do not reassure or defend.
• Do not escalate on your own — report upward.

Professional Containment

At all times remain: calm, neutral, structured, precise.

No improvisation. No emotional engagement. Report upward when unsure.

Escalation Mastery

Know the chain. Route by topic:

• 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.

Reaching Dr. Oh. Always check JANE first. 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.

Common Errors — Reference

These are the errors that cause the most operational damage:

• Using a child's name when communicating with parents. Say “your child.”
• “Cancel all” without checking the entire family booking.
• Wrong clinic location (Vancouver vs Langley).
• Confusing remote vs in-person.
• Giving a location for a remote session (clients travel unnecessarily).
• Noise cancellation left ON during client calls.
• Booking a single in-person on an empty shift — triggers the 2-hour guarantee.
• Sharing client information with a third party without consent.
• Sharing a child's information without verifying guardianship.
• Calling clients “patients.” Always say “client.”
• Booking member rescheduling without counterchecking — never book “private pay” for a member; consult JanMae.
• Rescheduling with a different appointment type than the original.
• Forgetting to upload client files from Hushmail to JANE, then move the email to “Clients with Files” in Hushmail.
• Continuing to book Intake Sessions — Intake is the FIRST appointment only.

Booking Escalation Flow

All booking matters resolve within the same shift. Anything unresolved becomes a Booking Interruption.

1. Normal booking — completed within the same shift.
2. Booking Interruption — if not completed within the shift, move to the Red Flag Zone.
3. Red Flag Case — if unresolved >24h, report immediately to supervisor or Clinic Director.
4. End-of-day report — total Booking Interruptions and Red Flag Cases.

Booking interruptions over 48h significantly increase the risk of cancellations without rebooking. Flag and prioritize immediately.

End-of-Day Report

Prepare the end-of-day report 1 hour before logging out. These items become the next shift's starting priorities.

• Total number of interrupted member bookings (incomplete).
• Total number of interrupted bookings or cancellations.
• Open issue cases: complaints, billing, booking issues, pricing, document requests, other unresolved matters.
• Total number of unreturned prospect calls.

Booking interruptions over 48 hours must be flagged as immediate priorities for the next shift.

Closing Notes

A calm voice builds trust faster than perfect words. Slow down. Lower your tone. Let the caller speak. You are not here to impress. You are here to: be clear, be steady, be respectful. That is what makes families feel safe with us.

Where to find what you need:

• The Hub — open every shift; Daily Rhythm, escalation, glossary.
• Quick-Reference Cards (1–10) — pull during a live call.
• Decision Flowcharts (1–5) — visual companions for the most-branching situations.
• Reference Sheet — clinician schedules, Zoom links, holidays, contacts.

Source: distilled and consolidated from Level1_Reception_Training, reception_week1_training_standards, reception-checklist (Maricar), onboarding_checklist_tutorial, Reception-Owns-The-Ticket, Canadian_Culture, and One_page_common-errors-reference (April–May 2026). Internal use only — not for distribution outside the clinic.