Welcome to a Day at Leone Centre Front Office

Would you like to know what goes on behind the scenes at Leone Centre?
In this post, we invite therapists to step into the front office and get a glimpse of what a typical day looks like for our fully remote team. From the moment we log on, our focus is on supporting both therapists and clients, ensuring that everything runs smoothly and that Leone Centre continues to thrive.

Our day usually begins by reviewing the handover from the previous team member’s shift to check whether anything urgent relating to therapists or clients requires immediate attention. Communication is key in a remote team. That’s why we ask that, whenever possible, you contact us through the admin inbox first—this allows whoever is on shift to see your message and assist you as quickly and efficiently as possible.

We then move on to our priority for the day: securing your bookings and responding to client enquiries while continuing to support you.

Client Enquiries

Our priority throughout the day is to respond to all client enquiries promptly and thoughtfully, delivering excellent customer service while ensuring the most suitable therapist is matched to each client.

Holding and Containment

Many clients contact us at moments of vulnerability, uncertainty, or distress. Our role often involves offering the first point of human contact with Leone Centre, holding space for clients who may feel overwhelmed, anxious, or unsure about beginning therapy. We listen carefully, respond with empathy, and provide calm guidance while also maintaining clear professional boundaries and managing expectations around availability, suitability, and next steps.

Balancing Care with Clear Boundaries

Alongside providing reassurance and information, we also hold important boundaries. Clients may arrive with urgent needs, many questions, or uncertainty about the process of therapy. We respond to these with patience and clarity while ensuring that the therapeutic process, therapist availability, and organisational policies are respected. This balance between warmth and structure is an important part of our role.

New Enquiries

The process for handling new enquiries is as follows:

1. Receive New Enquiries: We receive new enquiries via call, online form or direct email.
2. Contact Client and Assess Needs: We aim to contact each new client by phone and follow up with a text message or email if needed. During this conversation, we assess the type of session they are seeking (e.g. individual, couples, family, or psychosexual), their preferred mode of therapy (online or in person), their availability, and the areas they would like support with (for example neurodivergence-informed therapy, infidelity, anxiety, etc.).
3. Recommendation and Booking: We then review our therapists’ availability, experience, and areas of expertise to identify the best match for the client. Typically, we provide 2–3 therapist recommendations. Where possible, we book clients directly into available sessions and take payment over the phone. Alternatively, we provide clear instructions for booking via the website.
4. Follow-Up Before a Booking is Secured: Behind many confirmed bookings are several stages of communication. It is not uncommon for a client’s enquiry to involve multiple phone calls, emails, or messages before an appointment is confirmed. Clients may need time to consider therapist options, check availability with partners, ask further questions, or manage their own anxieties about starting therapy. Our team remains present throughout this process, patiently following up, answering questions, and supporting clients until they feel ready to take the next step.

Seamless Team Handovers

One of the strengths of our front office is the continuity we maintain across shifts. Each team member carefully records updates, ongoing conversations, and client needs so that the next colleague can step in seamlessly. This ensures that no enquiry, concern, or request is lost, even when a client’s journey unfolds across several days and multiple exchanges. Our handovers allow us to function as one continuous support system rather than separate individuals working in isolation.

Striving for the Best Fit

When recommending therapists, we take into account both client preferences and therapist expertise. If a client expresses a strong preference for a particular therapist, we prioritise this where possible.

We also consider situations where a therapist’s expertise may be a particularly strong match for a client’s needs, even if their usual session format or availability does not align exactly (for example, when a therapist typically offers in-person sessions but a client initially enquires about online).

In these cases, we will contact therapists to check whether additional availability can be offered. We also offer clients the option of holding scheduled in-person appointments as online sessions where appropriate.

Managing Complexities

Matching a client with the right therapist often involves considering a range of variables at once: client needs, therapist experience, availability, modality, session format, and timing. Our team carefully considers all of these factors when making recommendations, often revisiting options and checking with therapists to see where flexibility may be possible. This coordination helps ensure that clients are not simply placed in the next available slot, but supported towards the most suitable therapeutic relationship.

How You Can Help

The information gathered from clients helps us determine which therapists are most suitable for recommendations.

We encourage therapists to keep us informed of any specialisms, new experiences, or areas of interest they would particularly like to work with. Updates regarding preferred appointment types, client groups, or areas of focus help us ensure we make the most appropriate and beneficial matches for both clients and therapists.

Managing Existing Client Requests

Client communication is maintained seamlessly throughout shifts. Detailed notes and records of all client interactions are kept within our system, allowing the next team member on shift to confidently take over and progress requests until they are resolved or a booking has been secured.

Continuity of Care Through Administration

While therapists hold the clinical work, the front office team holds the continuity around it. Through careful tracking of enquiries, notes, and updates, we ensure that each client’s administrative journey—from first contact through to booking, rescheduling, or transferring—is managed smoothly and consistently.

Rescheduling or Booking Existing Clients

For existing clients, any requests to reschedule or book further appointments are promptly passed on to the relevant therapist so they can action these directly.

If a therapist does not have access to Acuity, or is experiencing a particularly busy day with an urgent rescheduling or booking request, our team is happy to help.

New Card Details

We contact and follow up with any clients who need to provide updated card details and review payments daily to ensure all payments from the previous day have been successfully processed.

Client Transfer

If an existing client needs to transfer to a different therapist, we manage this process to ensure the transition is handled smoothly.

We first check whether the client would like a formal handover (as some clients prefer a fresh start). Where a handover is requested, we obtain the necessary consent forms from all clients involved in the current sessions.

The handover process can then be arranged between the current and new therapist, before the client’s next session.

Therapist Support and Requests

Once all client enquiries have been attended to, we move on to the admin inbox and correspondence with therapists as well as management requests. Naturally if we spot something urgent from a therapist or manager, this will be prioritised and handled immediately.

This Includes:
• Client-related queries: Supporting therapists with any questions regarding bookings, rescheduling, or cancellations.
• Availability updates: Managing temporary leave requests and blocking availability, as well as escalating any permanent changes to availability to the Practice Managers.
• Additional availability: Corresponding with therapists regarding any additional sessions they may wish to offer.
• Acuity support: Assisting with any Acuity-related issues or questions. We are happy to provide guidance and clear instructions. Therapists are also welcome to call the direct numbers listed in our email signature if they need assistance, or request a Zoom call so we can guide you through it step-by-step.

Bookings and Forms

After addressing client enquiries and therapist requests, we go through all bookings and forms and continue to monitor these throughout the day.

We record all bookings and track enquiry conversions, as well as any scheduling changes or cancellations that occur outside of standard policy. Clients also often reply directly to booking confirmation emails with additional queries, which we respond to and manage as needed.

All client forms are forwarded to the relevant therapist. Forms submitted by therapists are reviewed by the Practice Managers, who will inform the front office team if any action is required on your behalf.

Closing and Waiting List

New Enquiries remain open for 10 days following the last communication with a client. If we do not receive a response during this time, the team sends a gentle follow-up message reminding them of our services and letting them know we remain available should they wish to consider Leone Centre in the future.

We also maintain a waiting list for clients who wish to see specific therapists with no current availability. These clients are contacted as soon as new appointment slots become available.

Room Booking

We review Wimbledon appointments weekly, two days before a therapist is scheduled to be there, and cancel any rooms that are not required.

If you have any changes to your Wimbledon appointments the day before or on the day, please let us know via the admin inbox. This allows us to either secure a new room for you or cancel a room you no longer need, helping to avoid unnecessary charges.

Work We Do Beyond the Front Office

Alongside our daily responsibilities managing the front office, we also work on a range of activities that support the wider growth of Leone Centre. This includes creating and managing content for our website, blog, and social media channels to promote the Centre, our services, and our therapists to prospective clients.

Instagram: https://www.instagram.com/leonecentreofficial/ 

Facebook: https://www.facebook.com/LEONECENTREtherapies.and.consultancy

X: https://x.com/LeoneCentreUK

Blogs: https://www.leonecentre.com/blog/

How You Can Get Involved

We warmly welcome therapists who would like to get involved in the creative and content side of Leone Centre. There are several ways you can contribute, and you will always be included and credited in the process.

Quotes
We always welcome quotes from therapists on mental health topics or areas of expertise you would like to speak about. These quotes help add authenticity and a personal voice to our blog articles, can be featured on social media, and also help introduce you to potential clients who may be considering booking a session.

Blog Posts
If there are mental health topics you feel passionate about or believe would be particularly helpful for our clients, we would love to hear your ideas. Therapists are welcome to contribute text and share insights as well as review blog posts they contribute to so that they can be listed as author.

Achievements
Our website and social media channels are also a great way to highlight your professional achievements and experience to prospective clients. If you complete new training, CPD, certifications, or other professional milestones, please let us know so we can celebrate and share these updates with our audience.

Why the Front Office Matters

In a therapy practice, much of the visible work happens in the therapy room. Yet before a client ever reaches that room—whether online or in person—there is often a quiet network of care already supporting them. The front office is often the first human contact a client has with Leone Centre, and that first interaction can shape how safe, understood, and supported they feel about beginning therapy.

Our team often speaks to clients at moments when they feel vulnerable, uncertain, or overwhelmed. A phone call or email enquiry may come after weeks or months of hesitation. In these moments, we offer not only practical guidance but also patience, reassurance, and calm containment while helping clients navigate the next steps.

At the same time, the front office holds a complex operational role behind the scenes—coordinating therapist availability, managing bookings, responding to multiple enquiries, and ensuring information flows smoothly between clients, therapists, and management. Many bookings involve several conversations and careful coordination before an appointment is finally secured.

What may appear to be a simple confirmed session often reflects a chain of thoughtful communication, follow-ups, and teamwork. Our handovers, shared systems, and collaborative approach allow us to maintain continuity so that every client enquiry and therapist request is handled with care and attention.

In many ways, the front office holds the bridge between the administrative and the therapeutic worlds—supporting therapists so they can focus fully on their clinical work, while ensuring clients feel welcomed, informed, and supported from their very first contact with Leone Centre.

Parting Words

We hope you enjoyed this insight into the daily running of Leone Centre. Our aim is always to support both our clients and therapists by ensuring the practice runs smoothly, communication is clear, and everyone feels supported throughout the process. If you ever have questions, ideas, or feedback, we are always happy to hear from you.