For med spa owners · Back office
Plan a new front desk hire's first week
A day-by-day first week for a new desk hire: the tools, your answer lines, what goes to a provider, and how client privacy works at the counter.
The prompt
Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Med spa owners and office managers bringing on front desk staff.
I run a med spa. A new front desk hire starts soon. Right now training is whoever is around showing them things, and they learn what not to say by saying it. I want a plain first-week plan they can follow and I can check off. What I have: - Their start day and hours for the first week: [FIRST WEEK HOURS] - The tools they will use, in plain words: [TOOLS AT THE DESK] - Who trains them on what: [WHO TRAINS THEM] - Our rules for what the desk answers and what goes to a provider or me: [DESK RULES] - How we keep client details private at the desk, in my words: [PRIVACY RULES] What I want: 1. Lay out the week day by day, with one or two things to learn each day and who shows them. 2. Put the desk rules and privacy rules on the first day, before they answer a phone. 3. Give them two or three practice situations each day, such as a price question or a caller asking about a reaction, each ending in the right hand-off. 4. End each day with three short check questions I can ask them. 5. Add a short list of things they should never do alone in their first week. Rules: - Write a draft for me to read. Do not send anything. - Use only what I gave you. If something is missing, ask me instead of guessing. - Never promise them pay, hours or duties I did not give you. - Write no clinical training and no answer to a medical question. Every health or treatment question in the practice situations ends with a hand-off to a provider. - Leave out anything about a real client's health, treatment or history. Use made-up practice clients instead. Give me back: - The day-by-day plan - The check questions for each day - The never-alone list
When to use it
Someone new starts at the desk soon, the training lives in your head, and you do not want them learning what not to say by saying it to a client.
When not to
Do not use it to write clinical duties, scope of practice or your consent process, or to train anyone to answer medical questions. Those come from your provider and medical director.
What to paste in
- [FIRST WEEK HOURS]: Their start day and the hours they work each day that first week.
- [TOOLS AT THE DESK]: What they will use, in plain words: the booking app, the phone, the card reader, the shared inbox.
- [WHO TRAINS THEM]: Who shows them each part, by first name and role.
- [DESK RULES]: Your answer sheet, or your own rules for what the desk answers and what goes to a provider or you.
- [PRIVACY RULES]: How you handle client details at the desk: screens, phone calls in the lobby, what never goes by text.
Never paste
- The new hire's personal details, pay or background check
- Real client names, charts or treatment records used as training examples
- Logins, passwords or door codes
A filled-in example
Sample. Fictional business, fictional client.
FIRST WEEK HOURS: Starts Monday October 19, 9:00 to 5:00, Monday to Friday. TOOLS AT THE DESK: The booking app, the desk phone, the card reader, the shared inbox. WHO TRAINS THEM: Erin (owner) on policies and privacy. Sam (lead front desk) on the booking app and phones. DESK RULES: The desk answers hours, openings, policies and booking. Any question about a reaction, a medical condition or whether a treatment fits goes to the provider. Refunds and complaints go to Erin. PRIVACY RULES: Treatments are never said out loud in the lobby. Screens face away from the counter. Texts carry only first names and times, never a treatment.
What you should get back
- A day-by-day plan with one or two things to learn each day
- Desk and privacy rules on day one, before the phones
- Practice situations that each end in the right hand-off
- Daily check questions and a list of things never to do alone
What stays with you
The prompt writes a draft. You decide what happens to it, and nothing should reach a client until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.
Related
- Build a front desk answer sheet. One page the front desk keeps open: answers to routine questions from your own policies, and a clear line for what goes to the provider or to you.
- Write the replies that go out after close. A small set of after-hours replies in your words for openings, prices and changes, with your urgent line copied exactly and no medical advice.
- Prepare a new client for their consultation. A welcome message for a newly booked consultation: when and where, how to do the intake forms, what the visit covers and your cancellation line.
More: every prompt for med spas, back office, and AI for med spas.
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