Key takeaways
- The first call sets the tone, so it should be answered by a warm, live person.
- A short screening script checks fit and books the first session on the same call.
- Sending paperwork early means sessions start on time, not with forms.
Intake is your new client’s first experience of your practice. A clear, kind process helps people follow through on reaching out, and saves your team time. Here is a simple intake flow your front office, or your virtual receptionist, can follow.
Step 1: Answer the First Call Live
Many people only reach out once. A live answer, even after hours, keeps them from calling the next provider. Read what missed calls really cost.
Step 2: Screen for Fit
- Reason for reaching out, in the caller’s own words
- Preferred schedule and session format (in person or telehealth)
- Insurance or self-pay
- Any urgent safety concerns, routed per your crisis protocol
Step 3: Book the First Session on the Call
Offer specific times right away. The longer the gap between calling and booking, the more likely the person drops off.
Step 4: Send Paperwork Right Away
Send consent forms, intake questionnaires and policies through your EHR’s secure portal the same day.
Step 5: Verify Insurance and Set Up the Chart
Check benefits before the first session and create the client chart so the clinician is ready.
Step 6: Send a Welcome and Reminder
A short welcome message with location or telehealth link, plus a reminder the day before, reduces first-session no-shows. See our tips to reduce no-shows.
Frequently Asked Questions
How long should an intake call take?
Usually 10 to 15 minutes: enough to check fit, answer questions and book the first session.
Should intake forms be completed before the first session?
Yes, whenever possible. It lets the first session focus on the client instead of paperwork.
What if the caller is in crisis during intake?
Follow your practice’s crisis protocol, which typically includes directing them to 988 or 911 and alerting the clinician right away.
Can a virtual receptionist handle new client intake?
Yes. Mindful Receptionists handles intake calls, paperwork, insurance checks and chart setup in your EHR.
Let Mindful Receptionists Help
Want every new client to feel welcome from the first ring? See our intake services, learn what sets us apart, or book a free consultation.