Your Client Care team sets the pulse of your practice, and they have to operate with heart. Like on planet Earth, if your Axis is off-balance, your whole practice feels it.
Your ability to increase clients at your practice hinges on your intake team’s ability to respond compassionately and efficiently to inquiries, pair them with a therapist who will be a good fit, and continually follow up to ensure they are getting what they need. Not just anyone can do all of these things.
The Client Care position is really a very sophisticated position masquerading as an “administrative role.” Their responsibilities reach far beyond scheduling and answering the phone.
According to our research, the most successful Care Coordinators possess the following - learnable - skills:
If you've worked with a client Care Coordinator who has all three, you know what a game-changer this is!
You also know how much support an extraordinary Client Care Coordinator deserves. But, you're probably spread too thin to coach them as much as you want to.
This is where Practice Axis comes in.
We train intake team members to lead prospective client calls with empathy, clarity and efficiency. This 1:1 or small-group coaching for Client Care Coordinators focuses on increasing inquiry conversion rates and overcoming common objections while preserving client trust. By introducing new language and practicing with realistic scenarios, your team will feel more authentic and confident on every call.
Each training engagement includes a custom Call Flow Script with key phrases and guidance, designed specifically for your unique practice's value and voice. It’s a repeatable tool you can use for onboarding new hires and leveling up current staff.
Client Care Mastermind is a goal-focused mastermind built specifically for Client Care Teams. We meet weekly to report on Intake KPI's, coach on strategies to reach practice goals, and create a supportive space to exchange ideas and resources.
The conversation continues in our online community - for intake teams only -and in monthly workshops where we help care coordinators practice difficult conversations and implement helpful strategies. We teach your team to understand and track Intake KPIs, such as number of intakes booked, and then send those reporting insights back to leadership. All members have access to a growing library of shared resources and Reporting Roundtable calls are held monthly for practice leadership.
Some conversations in private practice are universally dreaded—by clinicians, intake coordinators, and practice owners alike, i.e. enforcing a 24-hour cancellation policy, telling a struggling prospective client there’s a waitlist, discussing payment issues, or giving feedback to a clinician who’s behind on notes. Avoiding these uncomfortable moments comes at a cost—to your practice, your team, and your clients.
Our training equips your team practical strategies to navigate these tough conversations with confidence. Learn how to uphold your policies, maintain strong clinician relationships, and foster trust with clients—all while strengthening your bottom line. When handled effectively, these discussions don’t have to be dreaded; they can become opportunities for growth, alignment, and practice sustainability.
This includes mapping your current client journey, identifying bottlenecks, and designing automation strategies to reduce workload and improve consistency in your intake process. This program is often done in tandem with onboarding to Admirra.
Deliverables include a Client Intake Navigator SOP—a custom-built intake manual for your team—and strategic consultation on how to use your CRM to automate key touchpoints, follow-ups, to increase conversion and follow through once clients have met with at therapist.
