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10 Quick-Reference Cards

Reception Cards

Updated 2026-05-15

Pull a card during a live call. Each card has four quadrants: SAY, DO, DON’T, and IF UNCLEAR.

Card 01

Phone Intro & Tone

Trigger: When you answer any incoming call.

Say
Before any calls (daily awareness):
Check BC weather + stat holidays. Adjust QUIETLY — don't announce. Examples:
Rain > “Take your time getting here.”
Before long weekend > “I can help secure a time before the weekend.”
After holiday > “I can help you find the next available time this week.”
Mandatory opening (every call):
“Breakthrough ADHD Center, [your name] speaking.”
Delivery: soft start · slow pace · lower tone · punchy end · then PAUSE — wait for the caller.
If you don't understand something the caller said:
“I'm just making a note of this.”
“I will confirm this with my supervisor and get back to you.”
Closing a call (follow-up needed):
“I'll review this and get back to you shortly.”
Do
  1. Noise cancellation OFF on your device during all client calls.
  2. Pause after intro — let the caller speak first.
  3. Listen fully. Take notes. Don't interrupt or correct.
  4. Mirror their exact words — if they say “wife,” you say “wife”; “dad” stays “dad.” If unknown, use “parent / guardian / child / they.”
  5. Use first names only: “Hi Sarah,” “Thanks John.”
  6. Verify client name + child name via JANE before discussing anything.
  7. Document the call in JANE same-day — copy-paste full content, not a summary.
Don’t
  • “How may I help you today?” / “How can I assist you?” (too sales)
  • “Dear / Sir / Ma'am / Mr / Ms / Mrs” (no formal titles — Canadian style)
  • Calling clients “patients.” Always say “client.”
  • Using a child's name with parents — say “your child”.
  • Filling silence, rushing, or improvising.
  • Saying “I think” or “maybe.”
If Unclear

Make a note. Confirm with supervisor. Get back to the client.

Card 02

Booking & Rescheduling

Trigger: Client asks to book, reschedule, or confirm an appointment.

Say
Always start here:
“Do you have a preferred date and time?”
If clinician is available that day:
“I currently see two possible openings that day: 2:00 PM and 4:30 PM. Would either of these work for you?”
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?”
Confirming an existing booking (2–3 weeks out):
“I see you are already booked with [clinician] on [day] at [time]. That's great. Is there anything else I can help you with?”
Confirmation script:
“You're booked for [date/time]. We'll send you a confirmation email.”
Do
  1. Verify EVERY booking: correct clinician, correct location, in-person vs remote, correct day/time, correct booking type.
  2. Check the previous booking on file before confirming TYPE — members are prepaid; never book “private pay” for a member.
  3. For ANY member booking, consult JanMae before confirming.
  4. Rescheduling = identical appointment type. Don't book a “new appointment.”
  5. Contact the client by EMAIL and CALL together — never one alone.
  6. Even a 10–15 min difference matters (3:00 PM vs 3:15 PM).
  7. Update JANE same-day — copy-paste full content.
  8. After the call: upload any client files from Hushmail to the JANE profile, then move the email to “Clients with Files” in Hushmail.
Don’t
  • List all available days / times — never “he has the full day open.”
  • Mention a location for REMOTE sessions (clients will travel unnecessarily).
  • Book a single in-person on an empty shift — see Card 09 (2-hour guarantee).
  • Book intake sessions — those are Dr. Oh / Laurel only.
If Unclear

Ask your mentor before confirming. Member bookings > JanMae.

Card 03

Cancellation Triage

Trigger: Client wants to cancel an appointment.

Say
Less than 24 hours before the session:
“This is a less than 24-hour cancellation. Cancellations in this time frame are charged the full session rate, as the time is reserved for you and set aside in your clinician's schedule.”
“Is it possible for you to join the session by phone or video instead?”
“Okay, I'll cancel that for you now. It's been cancelled. May I ask the reason so I can let [clinician] know?”
First session ever (exception path):
“Since this is your first session, let me ask our supervisor and get back to you. May I ask the reason?”
More than 24 hours:
“Okay, I'll cancel that for you now. It's been cancelled. May I ask the reason so I can let [clinician] know?”
Do
  1. Cancel IMMEDIATELY in JANE — no hesitation.
  2. Select reason. Add a written note. Send the script email.
  3. Report the cancellation to the clinician.
  4. Family cancellation (parent with no intent to continue): check ALL family members, cancel ALL, contact Clinic Director BEFORE sending confirmation email.
  5. Mark as: No Show · Cancelled (with reason) · Rescheduled. Never delete.
Don’t
  • Determine the fee — Clinic Director decides (full, half, or waive).
  • Delete the appointment.
  • Cancel only one child in a family booking — uncancelled hours still cost the clinic.
  • Reassure the client about the fee — just take the message.
If Unclear

Director decides fees and special cases. For first-session cancellations, always check before confirming the fee.

Card 04

New Inquiry — Adult or Child

Trigger: Incoming call/email from someone who is NOT yet a client.

Say
Open every new-inquiry call with:
“Is this for you or for your child?”
If for an adult:
“May I have your full name, phone number, and the reason for your call?”
“Dr. Oh will give you a call later today or tomorrow. Are you available to pick up the call?”
“She is the clinic director and will guide you on the right next step.”
If for a child:
“Neurodivergence is a complex condition. Our founder, Dr. Oh, meets with parents first to guide them.”
“May I have your full name and phone number?”
“May I ask the city of your residence? We have two locations — Langley and Vancouver.”
“I will send you the booking link to schedule that meeting. Please check your email for the link.”
Do
  1. If inquiry is for a child: GET FULL NAME OF MOTHER and FATHER (don't accept just “the parent”).
  2. Capture city — needed for location matching.
  3. Transfer / route to supervisor (Dr. Oh / Laurel handle intakes).
  4. Log full conversation in JANE — copy-paste content.
  5. Update tracker.
Don’t
  • Answer clinical questions (“Does my child have ADHD?”) — that's the clinician.
  • Mention medication or pharmaceuticals — we serve natural medicine / supplements only.
  • Quote prices over the phone.
  • Book the first appointment yourself — intakes are Dr. Oh / Laurel only.
If Unclear

Route to Dr. Oh via Rey first (see Hub: How to reach Dr. Oh).

Card 05

Complaint Handling

Trigger: Client expresses dissatisfaction — direct OR indirect.

Say
Watch for indirect signals first:

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

Mirror back, then make a note:
“I really appreciate you letting me know. Let me repeat that back to make sure I understand.”

[then accurately mirror what they said — same words, no editorial]

“Let me make a note of this so I can pass it to my supervisor. We want to make sure your concern is heard. When is the best time to reach you?”
Do
  1. Document NEUTRALLY in JANE — their exact words, no editorial spin.
  2. Notify Clinic Director — always.
  3. If the complaint involves admin, neurocoach, or Dr. Oh: contact Clinic Director FIRST.
  4. Capture callback window.
  5. Hand off to supervisor — don't try to resolve yourself.
Don’t
  • Reassure or defend the clinic.
  • Explain or justify decisions.
  • Escalate to other staff by yourself.
  • Apologize excessively.
  • Use diagnosis or guarantee language.
If Unclear

All complaints > Clinic Director. Never improvise.

Card 06

Billing Question

Trigger: Client asks about money: invoice, insurance, card, charge, refund.

Say
Open with the handoff script:
“Our billing agent's shift is Tuesday to Friday. I will pass your information to her, and she will call you back. Are you available during that time?”
“If you're busy, when is the best time to contact you back? Please give me about a two-hour window.”
Acknowledge while routing:
“Thank you for reaching out. I've received your message and I'm reporting your question to JanMae, who handles this. I'll follow up with you as soon as I hear back.”
Do
  1. Capture: specific issue, callback window, preferred channel.
  2. Mark as PRIORITY in the tracker.
  3. Contact JanMae first. If JanMae unavailable, contact Rey.
  4. Update JANE with full content.
  5. Close the loop: confirm back to the client once JanMae responds.
Don’t
  • Quote any amount.
  • Process refunds, credit-card updates, or claim adjustments.
  • Speculate about insurance coverage.
  • Leave the client without acknowledgement.
If Unclear

JanMae > Rey > Dr. Oh. Always route — never resolve money matters at Level 1.

Card 07

No Slots / Waitlist

Trigger: Client wants an appointment but clinicians are full / out-of-shift.

Say
Standard “no availability” script:
“Our clinicians are fully booked right now. I can place you on the waitlist.”
Offer the alternative:
“I would like to book you with our clinic director for a 15-minute quick call to ensure the main symptoms are understood and that the appropriate referral is made.”
If asked about out-of-shift availability:
“There is no availability on that day — at least for the next 6 months.”
Do
  1. Place on waitlist with full intake info captured (name, contact, city, reason).
  2. Offer the 15-min Dr. Oh call as alternative.
  3. Note in JANE and update tracker.
  4. Set a callback for once availability opens.
Don’t
  • Reveal clinician schedule details to non-clients.
  • Promise a specific timeline.
  • Book Dr. Oh without instruction (her waitlist is ~2 months).
  • Suggest clinicians outside their normal shift.
If Unclear

Dr. Oh / Laurel handle intakes. Route up — don't promise.

Card 08

Package / Device Pickup

Trigger: Client wants to pick up a package, device, or supplement.

Say
Confirm the request before promising any time:
“Let me confirm the details and get back to you shortly with a time.”
Once everything is aligned:
“Your package/device is ready for pickup at our [Vancouver/Langley] office on [date] at [time]. [Primary staff name] will assist you; if they're unavailable, [Backup name] will help.”
Do
  1. Confirm with client: full name (who picks up), item, location (check JANE), date/time.
  2. Confirm item is PHYSICALLY there — correct office, labeled, ready.
  3. Confirm clinician availability if pickup needs them (shift, JANE, chat).
  4. Confirm building reception: Vancouver — Nadia (604) 332-8969 / Langley — (604) 546-7400.
  5. Provide PRIMARY + BACKUP staff names (sick-leave protection — never just “reception”).
  6. Send written confirmation: location, date, time, access instructions, named contacts.
  7. Document in JANE notes + internal tracker + any office thread.
Don’t
  • Promise same-day pickup unless all confirmations are done.
  • Say “staff” or “reception” — always give EXACT NAMES.
  • Finalize the time before clinician (if needed) and reception both confirm.
  • Forget to inform reception that the client is coming.
If Unclear

Don't finalize a pickup time. Coordinate internally first; then commit.

Card 09

What Level 1 CANNOT Do

Trigger: Before you do something — first check this list.

Say
THE 2-HOUR GUARANTEE — critical:

A SINGLE in-person on an OTHERWISE EMPTY shift triggers a 2-hour guarantee payment to the clinician. DO NOT BOOK without Dr. Oh approval. Contact JanMae first.

“We need to check our calendar and get back to you.”
What you CAN do at Level 1:

Reply to client emails for existing appointments · reschedule / cancel existing appointments (same type) · track communication in JANE + Tracker · check client availability (2–3 windows).

Do
  1. Pause before any of the actions in DON'T below — route up instead.
  2. Default phrase: “Let me check and get back to you.”
  3. Member bookings ALWAYS > JanMae before confirming.
Don’t
  • Book new assessments / intake sessions (Dr. Oh / Laurel only).
  • Book Dr. Oh without instruction (~2-month waitlist).
  • Make 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.
  • Modify Zoom settings / create new Zoom meetings (use only the official link doc).
  • Modify JANE notification settings.
  • Use diagnosis, treatment, or guarantee language.
If Unclear

Default to: “Let me check and get back to you.” Route up; never improvise.

Card 10

SMS Safety & Follow-Up Max-2

Trigger: Any outgoing SMS — and any call / email follow-up attempt.

Say
SMS use is RESTRICTED. Only acceptable uses:

• Asking the client to check their email

• Confirming availability or timing

• Brief courtesy / acknowledgement

Follow-up cadence:

1. First contact — call AND email together

2. No response > Follow-up 1 (call + email)

3. Still no response > Follow-up 2 (call + email)

4. After 2 follow-ups: STOP. Report to Clinic Director.

Do
  1. Use call + email together — never one alone.
  2. Document EVERY follow-up in JANE + Tracker: date, time, channel, outcome.
  3. After the 2nd follow-up, stop and report up. Director decides discharge vs continue.
  4. If billing/tech/specialist involved: acknowledge to client, then route internally.
Don’t
  • Share via SMS: account info, billing, insurance, results, or clinical information.
  • Do a 3rd follow-up. More than 2 reads as desperate; it damages the clinic's image.
  • Decide to discharge on your own — that is the Director's call.
  • Leave any client message un-acknowledged.
If Unclear

After 2 attempts, stop. Report up. Director decides next step.