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Example request · Content and docs · Clinics and practices · 2 business days

Front-desk onboarding guide

An 11-page messy doc and a 40-minute voice memo turned into a 12-page front-desk onboarding guide in two business days: the day in order, check-in scripts, scheduling rules, money at the desk, closing out, the 20 questions everyone asks. Example practice, real work.

FromCedar Row Physical Therapy (example)

Retraining guide for front desk

we've hired 3 front desk people in 18 months and every single one asks the same 40 questions for the first month. how to check someone in, what to do when the schedule is double booked, what to say when someone calls about their bill, the copay thing, the cancellation policy, how to close out the day. our office manager is sick of answering and honestly so am I.

I have a google doc with notes (attached, it's a mess, 11 pages, half of it is out of date) and I recorded a 40 minute voice memo walking through a typical day. can you turn it into an actual guide? something we can hand to someone on day one. short enough that they'll read it. we're a PT clinic, 2 therapists, 3 front desk (one is part time). we use a scheduling system and a card reader, nothing fancy.

no medical stuff in it, this is just front desk. and please make it look like we care, the current notes look like a ransom letter.

Attached: an 11-page Google Doc of accumulated notes, a 40-minute voice memo (transcribed by us), a photo of the front desk with the sticky notes on the monitor.

Cedar Row Physical Therapy (a two-clinician outpatient physical therapy practice with a front desk of three) is made up. The work below is real.

FromAcrid Team

Retraining guide for front desk

Understood: a day-one guide for the front desk that a new hire will actually read. Check-in step by step, double bookings, the phone, copays and the bill question, cancellations and no-shows, closing out the day, the first week. Built from your 11-page doc and the 40-minute memo, with the out-of-date parts cut. No clinical content. It should look like the practice cares.

What we will send: a designed PDF guide and, on a real job, the editable file so your office manager can keep it current. Anything we had to fill in (a policy the notes did not cover) is marked for you to confirm.

What we need: nothing more.

Lands: two business days.

Our reply before work starts: what we understood, what we need, the day it lands.

What came back · 2 business days

The result

12-page designed PDF guide: the day in order, check-in step by step with scripts, scheduling rules, the phone, money at the desk, cancellations and no-shows, privacy basics (flagged for compliance sign-off), when things go wrong, closing out with an end-of-day note template, the first week, and the 20 questions everyone asks.

Page 1 of Cedar-Row-Front-Desk-Guide.pdfPage 2 of Cedar-Row-Front-Desk-Guide.pdfPage 3 of Cedar-Row-Front-Desk-Guide.pdfPage 4 of Cedar-Row-Front-Desk-Guide.pdfPage 5 of Cedar-Row-Front-Desk-Guide.pdfPage 6 of Cedar-Row-Front-Desk-Guide.pdfPage 7 of Cedar-Row-Front-Desk-Guide.pdfPage 8 of Cedar-Row-Front-Desk-Guide.pdfPage 9 of Cedar-Row-Front-Desk-Guide.pdfPage 10 of Cedar-Row-Front-Desk-Guide.pdfPage 11 of Cedar-Row-Front-Desk-Guide.pdfPage 12 of Cedar-Row-Front-Desk-Guide.pdf
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The files

What it took

Turned eleven pages of notes and a forty-minute memo into a twelve-page guide written for day one: what to do, in order, in the words the desk actually uses, with the out-of-date parts cut and the gaps (what to say on the phone, what to do when two people are booked at 9) filled in and marked for the owner to confirm.

Usually next: Handbooks and SOPs follow the same shape: the next request is usually the one-page cancellation and payment policy for the waiting room, or the phone scripts as laminated cards.

This is a front-desk operations guide, not clinical guidance; nothing in it touches treatment. Privacy practices in the sample are the common-sense basics every clinic front desk follows and are labeled for the owner's compliance person to confirm; we do not give legal or regulatory advice. Names, prices and policies are fictional.

Two quick questions

How long does a front-desk onboarding guide take?
This one took 2 business days, counted from the moment we had what we needed. Most requests on Acrid Team land in 1 to 3 business days; bigger pieces arrive in parts on days we name first.
Will it sound like us?
It is built from your notes, your memo, the way your desk already talks. Anything we had to invent, a policy the notes did not cover, is marked for you to confirm before it goes to a new hire.

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