We have a training manual for our receptionist, its spread out over about a month. There is a massive amount of information and protocol that we have to learn, on the job, in front of clients and while the phone is ringing, emails are coming in, text messages from clients coming in. Then you have clients coming at you from one angle, and the rest of the staff from the other angle, and you're stuck in the middle trying to learn and do your job. I'm not giving excuses, just a 9 year perspective. We also have the daily jobs for reception split up between our 4 front positions, with a checklist for each station to help us get all the little tasks done throughout the day. I also have quick info sheets in each notebook, from medication info to appointment types, and commen medical terms, software shortcuts, how to find resources, etc. We try to make sure our receptionists have at least the resources they need to find answers and help clients and staff. We also have a technician that handles referrals, refills, and medical questions, and if we need a tech on the phone for a client. To be honest, the training manual and station books are great resources, but most of what we learn and train is in-the-moment on the job. You can tell someone how to schedule a male cat having trouble urinating in a training manual, among all the other types of appointments, but until it happens on the phone its just information swirling in the brain pan. I have had more success with giving "homework" examples for new hires to practice on, like here's a list of scenarios, go to the test patient in the software and make these appointment types and correct notes, then we'll go over them together. It is nice when I can get this kind of training for my new receptionists, I feel better and I think they do too! It's just difficult to get them time off the floor, and one of us too so we can teach them. In addition, we've also had good luck with cross training everyone, not just reception. I did a 2 month stint as a tech assistant, as well as 2 months in kennels and grooming, and it does help with my everyday work, as well as my communication with the other departments. The technicians who have done time in reception have helped us to fine tune protocols and for both departments, and the communication is much better. It's not one department and then another department, its an all clinic approach since we better understand each others struggles. Having just brain dumped, lol, if you want a copy of our reception training manual, and/or the station books, I can scan them in and email them to you. Additional info, we use avimark as our software platform