Upcoming Session

The upcoming course on Wednesday 21st March 2018 is booked out.

The next course will be held Wednesday 20th June 2018.


What you will learn

  • Expert communication and customer service
  • Maximising the appointment diary
  • Expertly handling price checks and cancellations
  • Managing difficult scenarios
  • Converting enquiries into bookings
  • Recommending services, therapists and products
  • Promoting your brand
  • All participants receive a manual and a set of scripts



Time Topic
9:00-9:30am Welcome The vital role of the front desk Employer expectations
9:30-10:00am How Patients Judge Us
10:00-11:00am Communication and rapport– verbal and non-verbal aspects Role play
11:00-11:15am Morning Tea
11:15-11:45am Induction Programs
11:45am-12.30pm Telephone skills – converting calls to bookings, price checks, reminders and follow ups Role play
12.30-1:15pm Lunch
1:15-1:45pm Diary Management
1:45-2:15pm Retail Role play
2:15-3:15pm Client issues – conflict management, lateness, complaints, cancellations Role play
3:15-3:30pm Afternoon Tea
3.30-4:30pm Money matters – reports, payment on the day, compensable patients including EPC, senior fees Role play
4:30-4.45pm The Ideal Patient Journey
4:45-5:00 Review Role play

Location & Times

Women’s and Men’s Health Physiotherapy

549 Burke Rd


VIC      3124

Wednesday 20th June 2018

9am – 5pm

A catered lunch, morning and afternoon tea is provided.



Discounts are available for multiple bookings. Get 15% off your third registrant, 20% off the fourth and 25% off all remaining registrations.


Bookings close 10 days prior to the course at 5pm on 10th June 2018.

Click below for safe and secure bookings and payment for the upcoming course.


From the moment I arrived I knew that I was going to enjoy my day at the ‘Front Desk Superstars’ Course.

We were greeted with a smile and shown into the room where we took our seats. The room was spacious and the feel was friendly.

There were 3 presenters for the day, which was great as really broke the day up and made it more interesting and each took us through their specialist topics.

The topics were very relevant and I can honestly say that I learnt quite a bit on the day (all of which I have used in my workplace and can I say, my boss is thrilled!).

It was interesting to hear how we are judged by our patients, how communication and rapport are so important, to learn about the benefits for good diary management, phone skills and how to deal with complaints.

I would recommend this course to anyone wanting to improve their receptions skills and become a ‘Front Desk Superstar!

Sharon, Practice Manager
I already thought we had it nailed, but the day was great. It was very informative & hands on, i.e lots of role playing (which I managed to dodge where possible) and I couldn’t pass up a conveniently located training facility next to the Lululemon Outlet store!

The trainers (Antony, Lisa & Justin) had years of experience both as physio’s, business owners/operators and educators & were very, very passionate about the role reception plays in an Allied Health business – VITAL.

I am confident more patients will come back to our clinic based on the overall experience they have – appointment availability, waiting room comfort, professionalism, friendliness, reception etc – not JUST the clinical experience.

Personally, I think a great deal of our practice is spot on, but there is ALWAYS something to take away. Antony, Lisa & Justin were not only informative. They provided a really entertaining, engaging, thoughtful & diverse take on how an Allied Health business run & how important front of house staff are in making it a success. Thanks for a great day!!

Kate, Receptionist
I funded my Practice Manager and a member of my reception team to attend the Health Business Advisory Group Front Desk superstars course.

I had been looking for some time to find a course that was specific to Allied Health reception as others I had looked at were too generic or focussed on medical reception.

My expectations were exceeded as they both came back from the course full of positive new ideas, skills, perspectives and enthusiasm for making changes.

They excitedly shared their learnings with the rest of the admin team and have been able to lead change especially regarding diary management, phone skills and confidence in discussing fees and the value of our service with patients.

Shan, Practice Owner