A 12-hour instructor-led online training program for wellness clinic administrative employees across front desk, intake, marketing and content, and clinic management roles. The training builds practical, job-related skills for daily clinic-administrative operations, with structured in-session exercises and role-based deliverables participants apply directly to their current work — scoped to administrative and marketing tasks, not clinical practice.
This course trains front desk, intake, marketing, and clinic management staff on customer service and digital operations workflows. It does not train licensed practitioners on clinical care, diagnosis, treatment planning, or chart documentation. All templates and routines taught in this course are built around an explicit rule: no personally identifiable patient health information is entered into digital drafting tools, including AI-assisted drafting. Digital tools are used only for de-identified template drafting, generic FAQ writing, service-information content, and administrative workflow design. Clinics remain responsible for compliance with PIPEDA, provincial health-information laws (PHIPA in Ontario, PIPA in BC/Alberta), College of practitioner standards, and any in-place clinic EMR / charting requirements.
The course covers the customer-facing and back-office workflows clinic administrative staff handle every week — new-patient inquiry handling, booking and reminder routines, recall follow-up, service-information content drafting, local business information upkeep, and front-desk handoffs. Each day includes hands-on practice and a role-based deliverable participants take back to their clinic, with privacy boundaries observed throughout.
New-patient inquiry replies, waitlist communication, reminder routines, and no-show follow-up handled as daily clinic-administrative communication routines — without personally identifiable patient health information in drafting tools.
Drafting clinic service descriptions, generic FAQs, package and seasonal information, and social updates, with documented review steps for accuracy, tone, and claim-safety. Digital tools, including AI-assisted drafting, are introduced to support these tasks within defined privacy and review boundaries.
Admin CRM stage definitions for new-patient and recall pipelines (separate from the clinical EMR), next-step follow-up routines, weekly role checklists, and documented front-desk handoffs between reception, intake, marketing, and management.
Objectives describe what participants practise during the cohort. Outcomes describe what each participant can do in their workplace after the training.
Strengthen the customer-facing administrative routines clinic staff use every day — new-patient inquiry replies, generic FAQs, booking confirmations, reminder messages, no-show follow-up, and recall communication.
Build documented routines for service-information content drafting, local business information upkeep, and review response, including the use of digital tools such as AI-assisted drafting under defined review and privacy boundaries.
Improve front-desk coordination across reception, intake, marketing, and clinic management through admin CRM stage definitions, weekly checklists, and a 30-day role-based implementation plan tied to current job responsibilities and the clinic's privacy policy.
Each day is a 2-hour live online session with two modules. Participants practise the workflows in-session and complete a role-based deliverable they apply to their current work. Sessions are delivered as live online cohorts — across consecutive days for private employer cohorts, or 2–3 days per week over 2–3 weeks for open cohorts.
Each participant produces role-based work outputs during the cohort. These are practical work products participants bring back to their current role within the clinic's privacy policy.
Participants attend the scheduled live training sessions and complete the practical workplace exercises tied to their role. Progress is assessed through attendance, completed worksheets, and the role-based deliverables each participant produces during the cohort.
Completion is recognised when a participant meets attendance expectations and submits the final 30-day workplace implementation plan tied to their current role and the clinic's privacy policy.
The cohort runs as a live online instructor-led training, scheduled to fit employer-sponsored team training. Course materials, attendance tracking, in-session exercises, and completion documentation are prepared as standard training records for the employer.
This cohort is led by Yang (Nic) Ma, Lead Instructor at Employer Training Canada — a practitioner instructor with hands-on small-business workplace experience since 2012, training Canadian business teams on customer communication routines, content drafting and review, CRM record-keeping, and shift coordination across front desk, intake, marketing, and management roles.
Background credentials include an independent Canada Digital Adoption Program (CDAP) Digital Advisor role (Innovation, Science and Economic Development Canada, June 2022 – March 2025). Full bio on the Instructors page and Instructor Bio PDF.
This is employer-sponsored skills training delivered as an instructor-led cohort. Participants practise the workflows during sessions and produce role-based deliverables they bring back to their current work — it is not consulting, coaching, mentorship, or a marketing service, and it does not include clinical care, diagnosis, or treatment training.
Employer Training Canada is a training provider, not a grant application agency. Employers are responsible for their own funding applications, and funding approval is determined by the relevant program administrator.
Live online private employer cohorts. Pick a start date below to request booking. Cohorts run weekly on Mondays — schedule auto-rolls forward.
Tell us about your clinic, team roles, and timeline. We'll help map this course to a practical employer training plan within your privacy policy.