I wonder if you notice an interesting gap when it comes to client follow-up…Many practices do a great job of getting clients in the door for that initial intake session. But then, the connection often seems to get lost once the client starts working with a therapist.
I recently had the chance to discuss this topic with some practice owners, and I wanted to share my thoughts on why I think it's so important for the intake coordinator to maintain that line of communication.
First and foremost, regular check-ins from the intake coordinator can be invaluable for assessing overall client satisfaction. Even if a client is progressing well in their therapy, it's crucial that they feel supported by the entire practice, not just their individual therapist.
A quick call or email from the person they first connected with can go a long way in reinforcing that sense of community. Plus, it opens the door to share information about any other services you offer, like wellness classes or support groups. Clients tend to get laser-focused on their one-on-one sessions, so this is a great way to expand their awareness.
And let's not forget about the intake coordinator themselves. By following up, they're able to "close the loop" and truly feel a sense of relationship with the client, rather than just handing them off. This can be incredibly rewarding and motivating for your staff.
The good news is, if you're using a CRM system like Practice Axis, automating these follow-up tasks is a total breeze. You can set reminders for the intake coordinator to reach out at the right intervals, without having to remember it all themselves.
So I really encourage you to take a close look at your current client follow-up process. Are your intake coordinators staying connected, or is that crucial link getting lost? It's a small change that can make a big difference in your clients' experience - and your team's satisfaction too.
Let me know if you have any questions! We always love talking about optimizing the intake and onboarding process.