About - Throughlines virtual health reception & Katie Shanks

‘Throughline’

n. the invisible thread that binds a story together; a term coined by actor Konstantin Stanislavski.

It comprises those elements that are critical to the very heart of the tale.

As first point-of-contact for health businesses, we take our responsibility for creating patient relationships very seriously.

From the first phone interaction, to the last appointment, the lines of communication should always be clear. They should focus on meeting the needs of every person who interacts with your business.

Healthcare professionals bring high quality care, dedication and compassion to their work. Their reception team should maintain these high standards.

Throughlines gives healthcare professionals the peace-of-mind that their clients are treated as they should be – as the most valued person in the business.

In a world of increased isolation, automation, AI, and electronic messaging, it’s more important than ever to keep heartfelt connections alive and thriving. Not only is this beneficial to health and healing, it’s simply smart business.

Is this you?

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You are committed to quality care

Are you a health professional or health clinic owner who is committed to providing quality of care for patients?

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You're looking to grow your clinic

Are you wanting to grow your health clinic but concerned that this will be forever out of reach because of the extensive work involved in managing the day-to-day details of your practice?

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The idea of recruiting drains your energy

Are you sick of the responsibility of recruiting and training reception staff and monitoring their performance, but you’re also concerned that outsourcing your reception will compromise the quality of the receptionists who are representing your business?

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You want to work on your business, not in it

Are you keen to find a way to grow your clinic while taking your foot off the pedal of the day-to-day management, in a way that ensures your patients and clinicians feel safe and supported?

If this sounds like you, we may be just what you need.

Visit our Support Services page to find out how we can help.

Katie Shanks
Owner and Director, Throughlines

I created Throughlines in 2018 because I saw limited options for healthcare professionals to access virtual support in a manner that put the client experience and human connection as top priority.

With over 20 years of experience in administration management and training, my greatest achievements have come from removing barriers to discover people’s underlying needs and providing the pathway that leads to the solution. I truly believe that confidence and connection is the gateway to health and happiness.

When people access health services we know they are often physically or mentally vulnerable. We see practitioners spending a great deal of time and effort reassuring their clientele that they are safe, supported and in good hands. If this doesn’t flow through their reception team to represent the business with the same sentiment and standards, it results in disconnect and disengagement.

I am incredibly grateful to have found each and every fabulous member of the Throughlines team, who have come together through united values. We all have a genuine desire to help others and a passion for wellbeing. Our collective goal is to support and grow health clinics in order to facilitate widespread wellbeing throughout the community. Through collaboration and connection, we offer healthcare professionals peace of mind that the solutions to help them achieve their goals are within reach.

I’m excited to share this with you and see what we can achieve together.

“Thank you so much Katie. Your team is really wonderful. We wouldn’t be able to do what we’re doing without you. We’re really excited about where the business is going now. Your support has been a life changing experience”

Emily

Liam Harkins Psychology

Our Values

Client experience

We are committed to ensuring that patients and clients have the best possible experience. We know the power of communication and strive to ensure every experience with us creates real connection, so that people feel supported, encouraged and well cared for.

Compassion and consideration

Consideration cannot be imitated. We’re dedicated to giving practice owners and managers the easiest, most relevant and valuable solutions to meet their specific needs.

We know patients are oftentimes highly vulnerable and we’re experienced at ensuring our communications are always empathetic and compassionate.

Attention to detail

From the trauma-informed, thoughtful language used, to our state-of-the-art system that equips our staff to skillfully handle your enquiries, there’s nothing we haven’t considered to ensure the smooth running of your practice. It is our attention to detail that leads our clients’ businesses to invariably grow, as they know that their clients are in good hands with Throughlines.

Want to know more?

Go see our Support Services page to see how we work.

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