CGM Admin Tasks Checklist

	A	B	C	D
1	If you are brick and mortar both of the lists below should be combined
2	Task	KPI	Notes
3	Daily Virtual Tasks:
4	Answer phone calls	- Answer at least 90% of incoming calls within 3 rings - Return all voicemails within 15 minutes - Track all calls in CGM New Client Inquiries Tracking	You only need this manual tracking sheet if you’re not using ClinicMonk™.
5	Book all potential clients into a free consult	- Maintain an 85–95% conversion rate for all new inquiries into a booked free consult.	CGM New Client Email Template
6	Manage the admin/clinic email account	- Respond to all new email inquiries within 15 minutes. - Clear the inbox by the end of the shift.	Refer to email templates in Google Drive when sending recurring emails (you will have made some as you go through the Content Hub, the admin should be shown these templates during training)
7	Monitor Google Chat messages	- Respond to all messages within 5 minutes - Mark tasks as completed
8	Check that all clients payments went through	- Confirm 100% of sessions show 'Paid' daily. - Follow up the same day with therapist as to why payment wasn't processed at the end of session
9	Ensure 100% of day of and next day new client appointments include accurate scheduling and therapist availablity, payment information and have fully completed intake and consent forms	- Review day-of appointments first thing each morning and reach out to any clients missing information by 10:00am. - Review next-day appointments and contact any clients with missing information by 4:00pm. - Therapist scheduling inaccuracies identified and corrected prior to the scheduled session time
10	New clients, before first paid appointment: Check to see if client reported violent history in intake paperwork, if violent history is reported. Contact Clinic Owner/Clinic Manager to determine next steps.	- 100% of new client intakes reviewed prior to first session, with 100% of reported violent history escalated to Clinic Owner/Manager within the same business day.
11	Review the Consult Call Tracker each morning and follow up with all clients from the previous day who did not book after their consult call	- Complete follow-up of previous-day unbooked consults by 12:00pm, with all actions documented in consult call tracker.	CGM Consult Call Tracker Template	You only need this manual tracking sheet if you’re not using ClinicMonk™.
12	Complete the 'Follow Up Tracker' subsheet in the Sales Metrics sheet for no-shows or cancellations/other	- All client follow-up calls and emails are completed daily for the day before.	CGM Sales Metrics Sheet	You only need this manual tracking sheet if you’re not using ClinicMonk™.
13	Do a QA to ensure that therapists are booking client's next session or future sessions before ending session with them	- Review 100% of new appointments and send reminder to therapists as needed by end of day.
14	Admin to receive all vendor invoices via email (lawyers, website, one-off expenses), forward each invoice to the clinic owner for approval, pay approved invoices promptly, and file all paid invoices into the designated email folder.	- All invoices paid within 24 hours after approval.	This does not include in-network billing. We suggest you hire a professional biller for these services.
15	Clear out Voicemail inbox after all messages have been responded to	- 100% of voicemails returned within 1 business day, with inbox cleared (no outstanding messages) by end of each workday.
16	Update Expense sub sheets daily after reviewing the bank and confirming that this expense has been withdrawn	- All bank withdrawals recorded in the expense sub-sheets daily with 100% accuracy by end of day.	CGM Money Metrics Sheet
17	Update manuals with any new or changed processes	- All new or updated processes are added to the manuals within 24 hours of the change being implemented.
18	Add any new Family Doctor Referrals to the Family Doctor Progress Report Tracker	-All new Family Doctor referrals are entered into the Family Doctor Progress Report Tracker by the end of each business day.	CGM Family Doctor Progress Report Tracker
19	Weekly Virtual Tasks:
20	Complete the 'Sales Tracker' subsheet every Monday morning for the week before and send to Clinic Owner to review	- Submit completed tracker every Monday (recommended KPI of 1pm)	CGM Sales Metrics Sheet	You only need this manual tracking sheet if you’re not using ClinicMonk™.
21	Review the business credit card weekly for any odd charges and let the Clinic Owner know	- Review every Friday (recommended KPI of 1:00 pm)
22	Check website for broken links and email web developer to fix	- Put a reminder to double-check that the link was fixed.
23	Review Jane weekly for duplicate client profiles created through online booking and merge any duplicates, ensuring all appointments and client data remain under a single profile.	- All duplicate profiles identified and merged within 7 days, with 0 unresolved duplicates in Jane at the end of each week.
24	Connecting and Following Up with Family Doctors: Review each new client’s chart weekly to check if they’ve given consent to send progress reports to their doctor. Add any new Family Doctor Referrals to the Family Doctor Progress Report Tracker.	- 100% of new client charts reviewed weekly, with 100% of consenting clients added to the tracker within 7 days of intake.	CGM Family Doctor Progress Report Tracker
25	Monitor local Facebook groups and listserv emails for referral opportunities	-100% completion weekly (all identified groups/listservs checked), with engagement on 100% of relevant opportunities when they appear.
26	Monthly Virtual Tasks:
27	Complete the 'Sales Report Summary' subsheet the first of every month and send to Clinic Owner to review	- Submit report by the 3rd of month. Confirm accuracy with owner.	CGM Sales Metrics Sheet	You only need this manual tracking sheet if you’re not using ClinicMonk™.
28	Complete the 'Google Ads ROAS' subsheet the first of every month and send to Clinic Owner to review	- Submit report by the 3rd of month. Confirm accuracy with owner	CGM Sales Metrics Sheet	You only need this manual tracking sheet if you’re not using ClinicMonk™.
29	After getting approval from clinic owners, pay the business credit card in full at the end of every month	- Make sure there is enough cash flow in the business bank account.
30	Connecting and Following Up with Family Doctors: Confirm that Family Doctor Progress Reports have been completed by therapists and send progress reports	- Send reports monthly. Update tracker same day	CGM Family Doctor Progress Report Tracker
31	As Required Virtual Tasks:
32	Screening candidates	- Fill out the phone screening sheet accurately and share with the Clinic Owner to review after screening.	CGM Phone Screening Sheet - New Hires
33	Onboarding new hires	- Ensure all tasks are accurately checked off and documented.	CGM Onboarding Checklist For New Hires
34	Training new hires	- Ensure all tasks are accurately checked off and documented.	CGM Checklist For Training Admin and Therapists
35	Offboard Therapists	- Confirm details of the person's last day. Ensure all tasks are accurately checked off and documented.	CGM Therapists Leaving Transition Sheet Template CGM Offboarding Therapist Checklist
36	Compile list of names and contact information of potential referral sources	- 100% completion weekly (e.g., 1–2 dedicated research blocks per week), with new referral sources added when identified.
37	Update manuals with any new or changed processes	- 100% of new or updated processes documented within 7 days of implementation, with a weekly check to ensure manuals are up to date.
38	Handle sick calls or messages from therapists	- 100% of sick calls/messages acknowledged within 1 business hour (or before first affected session, if sooner), with all impacted clients notified same day.
39	Brick and Mortar Tasks:
40	Tidy up waiting room	- Waiting room cleaned + stocked daily	- clean dirty mugs left in the waiting room - wipe down all surfaces - stock waiting room (tea, water etc.) - ensure paper intake + consent forms are stocked (admin to know where to find copies of these forms in the drive to print as needed)
41	Opening Clinic tasks	- Complete opening checklist when you open the clinic	CGM Opening Checklist Template
42	Closing Clinic tasks	- Complete closing checklist daily when you close the clinic	CGM Closing Checklist Template
43	"Arrive" all clients in Jane	- Mark clients as “arrived” in the calendar as soon as they enter the office so the therapist knows they’re in the waiting room.
44	When the client is done their appointment, process their payment in Jane via credit card.	- Confirm 100% of sessions show 'Paid' daily	If busy, admin can process payment when client arrives to avoid payment issues.
45	Handle sick calls from therapists	100% of sick calls acknowledged within 1 business hour (or before first affected session, if sooner), with all impacted clients notified same day, and virtual sessions offered/arranged when possible.	Dependent on sick-call policies—usually requires moving clients to another day
46	Quality Assurance Check: Run technology systems updates.	- Run updates weekly
47	Ordering office supplies	- Review inventory weekly. Reorder when stock < 20%	CGM Office Supplies List
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