THE BRIEF
Our new front-desk hires keep getting a different first week depending on who trains them. Write one onboarding checklist for front-desk staff, first day to day 30.
Scenario: Office manager at a three-dentist practice
Package: New-hire onboarding checklist · $45 · 2 hrs
I walked through it twice. Step 4 is where it breaks.
Step 4 in your current notes is "learn the scheduling system." No owner, no deadline, no check. Everyone trains it differently. That is the fault. Fixed below.
OWNERS
- OM: Office manager
- LF: Lead front desk
- HR: Payroll provider
BEFORE DAY 1
- Send offer letter and start date. Owner: OM. Check: signed copy in HR folder.
- Create login for scheduling and billing software. Owner: OM. Check: hire receives login email.
- Order name badge. Owner: OM. Check: badge on desk Day 1.
DAY 1
- Tour, keys, alarm code. Owner: LF. Check: hire opens and locks the door once.
- Complete tax and direct deposit forms. Owner: HR. Check: payroll confirmation email.
- HIPAA training module. Owner: hire. Check: certificate printed and filed.
- Shadow LF on phones, 2 hours. Owner: LF.
WEEK 1
- Scheduling: book, move and cancel 10 practice appointments in the training account. Owner: LF. Check: LF reviews all 10.
- Check-in and insurance verification: do 5 with LF watching. Owner: LF. Check: 5 of 5 correct.
- Read the phone script. Answer 10 live calls with LF listening. Owner: LF.
DAYS 8 TO 30
- Run the front desk alone for one morning. LF in the building. Owner: LF.
- Collect payments and post them. Owner: OM. Check: end-of-day report balances.
- Day 30 review, 20 minutes. Owner: OM. Check: signed review form.
CUT
- "Meet the team lunch" as a checklist item. Do it. Don't track it.
- "Review the employee handbook." Replaced by step 6 and a signed acknowledgment on Day 1.
TEST
I ran Day 1 against your current office layout. Step 4 takes 15 minutes, not 5. Time adjusted.
Run it once. Tell me what's wrong. — Gregory
