How to Set Up a New Client Onboarding System

I’d like to talk you through how to set up a new client onboarding system for your practice. When I asked what you’d like me to talk about, this topic an overwhelming winner. Getting clients is one thing but giving them a clear, robust onboarding process will instil confidence that you are a professional.

There are lots of options for a new client onboarding system but I will outline below what works for my clients and how it can be adapted based on whether you are currently doing everything manually or if you are using an electronic health record (EHR) system.

Initial Introductions

The first thing to decide is what you will do with a potential new client when they first contact you. If you have space you could email them your availability to determine if your schedules match at this time. Or you could set up a 15-minute introductory call to determine if you are a good fit for each other and then discuss schedules. I think either way is fine depending on how much space you currently have. If you’re nearly at full capacity determining if they can fit your schedule is a good first step.

Welcome Email

Once you have decided to work together I like to send a welcome email either from yourself or your VA. This will outline your practice procedures. I have included two templates for a therapist welcome email below. These can be adapted if being sent by a VA. If you’re looking for inspiration of what other tasks you can outsource to a VA you can read my blog all about this.

Manual System

Dear [client],

Hope you are well.

Thank you for your time earlier. I am pleased to be working with you.

I have booked you in for your first session on [date] at [time]. The zoom link you will require for the booking is here: [inset zoom link]

With regards to payment [insert payment process]

If you need to cancel or reschedule your appointment our cancellation policy is [insert cancellation policy]. You can contact me via email [confirm email address] or by phone on [insert number].

Our therapy contract will contain all the information you will need and will be sent to you today via [insert e-signature platform]. If you have any questions please don’t hesitate to get in touch.

Kind Regards

[name]

EHR System

Dear [client],

Hope you are well.

Thank you for your time earlier. I am pleased to be working with you.

I will get you booked in for your first session on [date] at [time]. You will receive our booking confirmation which will contain the Zoom link for your online appointment with me. I will also send you an email containing our appointment invoice. You can click on the link within the email which will take you to a secure payment page so that you can make payment for the appointments. Please ensure this appointment is paid for [insert payment requirement].

This will be completed today so please also check your spam folder just in case and let me know if you do not receive it.

If you need to cancel or reschedule your appointment our cancellation policy is [insert cancellation policy]. You can contact me via email [confirm email address] or by phone on [insert number].

I will also send you out our Therapy Contract via [insert e-signature platform] which will contain all the information you will need. If you have any questions please don’t hesitate to get in touch.

Kind Regards

[name]

Client Log

I recommend having a master client log which will contain some of your client’s information such as name, email, how they heard about you, enquiry date, contract sent date and fee. This can be a simple spreadsheet or google sheet but will give you an overview of all your clients in one place.

If you do use an EHR you should add the client on with whatever information you have and book them in for their first session. I like to flag in some way that we do not yet have all the client’s information yet and are awaiting the contract. I use a status of ‘enquiry’ until they have completed this and then they change to ‘active’. 

Sending Therapy Contract

You should send your new client your paperwork/contract to read and complete right away. Ideally this should be sent via an electronic signature platform. I recommend Signable but there are many options.

Updating Records

Once the paperwork is returned it should be checked and the relevant information either added to the master log or the EHR system. If you have an EHR system keep the majority of information there as there’s no need to duplicate personal information.

If you don’t yet have an EHR the clients address, date of birth, contact number, emergency contact details and any other relevant information should be kept on this one log. That way you do not need to go searching through files and folders online if you need information quickly. 

This is one way of how to set up a new client onboarding system. You may think of other steps you can take or a variations on my steps. The key is to create a process and stick to it. Depending on how often you take on new clients there could be some space between them so write it down. Have your email templates created as these will also serve as reminder of your next steps in the onboarding process.

If you’re looking for an incredible EHR system I would highly recommend Power Diary. When you click the link in the previous sentence and sign up you will also get 500 FREE SMS Credits added to your account! If you would like to get your practice online and on an online booking system you can contact me for assistance with this. Thinking about working with a VA? Please also get in touch. If you’re not following the Virtually Irreplaceable Facebook Page please take a look at this and give us a like as there is lots of valuable information and admin tips and tricks.