It's time to feel like you again.
Your complete guide to delivering exceptional care and 5-star service. Select a manual below or use the navigation to explore.
"You are the expert of your own body."Operations, guest service, scheduling, labs, and the complete guide to being the heartbeat of the clinic.
Clinical protocols, treatment procedures, documentation standards, and service excellence.
Wellness perks, retail as care framework, information security, and policies that apply to all team members.
Video tutorials for Aesthetics Pro, Weave, Trello, and step-by-step operational guides.
A Guide to The Aviva Way™ for 5-Star Service
At Aviva Wo/Man, our mission is to provide compassionate, expert care that transforms lives. The front desk is considered the heartbeat of the clinic—it provides the first and last impression every guest receives. This manual serves as a guide for delivering consistent, efficient, and exceptional service that reflects our brand values. This is an invitation to embody The Aviva Way™: a philosophy of care that honors each individual and supports them on their wellness journey.
At the heart of The Aviva Way™ is the belief in supporting the whole person. Every service we offer is guided by these four pillars:
We hold ourselves to a service standard inspired by Forbes Five-Star Hospitality principles, meaning every interaction should feel genuine, gracious, seamless, and consistent. This includes:
As a front desk professional at Aviva Wo/Man, you are the heartbeat of the clinic. Your role extends far beyond administrative tasks—you are responsible for the entire guest experience from the moment they enter until they leave.
Front Desk Associate Responsibilities:
Your consistency builds trust, your attention to detail ensures safety, and your kindness creates comfort.
Personal Time Off (PTO):
Holidays:
Maternity & Adoption Leave:
Details about the Wellness + Perks Program are maintained in the Shared Policies section. This includes employee discounts, wellness benefits, and team perks designed to support your wellbeing.
Policy Statement: All team members must protect the privacy and security of guests' Protected Health Information (PHI).
Core Principles:
To protect our guests and the clinic from fraud, all team members must follow these credit card terminal security procedures:
At Aviva Wo/Man, our team is our most valuable asset. Our standard is to deliver 5-Star Service in every interaction—with our guests, each other, and our community.
General Guidelines (All Staff):
Role-Specific Attire:
Aviva Wo/Man is committed to providing an environment where everyone feels safe, supported, and free to thrive at work. We do not tolerate harassment, discrimination, or intimidation of any kind.
Every team member has the right to raise a concern, problem, or complaint about their work or workplace without fear of retaliation.
Our goal is to create a workplace where every team member can succeed. When expectations aren't met, our process focuses first on coaching and improvement.
Every phone call, question, or update related to a guest's care or schedule must be documented in the Correspondence section of Aesthetics Pro. Logs should be factual and clear, including the date, time, and a summary of the discussion.
It is critical that tasks like sending labs, confirming appointments, or collecting payment are not skipped. Double-check every chart for completed forms, accurate tags, and proper scheduling.
Cancellation of automated payments (such as the $99 Monthly Hormone Membership) must follow this strict protocol to protect both the guest and the clinic:
To ensure timely processing and avoid gaps in care, all prescription refill requests must adhere to the following policy:
The clinic offers three hormone therapy programs, and the front desk is responsible for properly tagging clients in Aesthetics Pro, scheduling appointments, and ensuring smooth communication.
First Last Initial Req_MM_DD_YY and upload it to the client's chart.FirstLast_InitialResults_MM_DD_YY and upload to their chart.Before the guest leaves the treatment room, the provider completes a "Next Steps" or "Routing Sheet" that travels with the guest to the front desk. This form includes:
The Front Desk uses this form to fulfill the provider's recommendations as medical advice, not as a sales pitch. This is the foundation of "Retail as Care."
Pre-booking is Step 3 of the "Gracious Goodbye" checkout workflow. After reviewing the provider's Next Steps form:
Note: Detailed click-by-click software tutorials are available in the Training Library as video walkthroughs.
Aesthetics Pro is our primary patient management system. Key functions include:
🎥 See Training Library for video tutorials on each function.
Weave handles guest communication and review management:
🎥 See Training Library for video tutorials.
Trello is our task management system for tracking daily operations. Use Trello to:
Trello has largely replaced the manual Daily Log Communication Book.
For the $99 Monthly Hormone Membership and other recurring payment plans:
🎥 Technical "how-to" steps available in Training Library videos.
Key intake documents are stored in the "Initial History" folder in Aesthetics Pro. Common forms include:
[A comprehensive list of every form per service is pending compilation.]
After a positive guest experience, use Weave to send a review request:
🎥 See "Weave: Review Requests" in the Training Library.
For Weight Management patients, take consistent measurements at each visit:
Standardized photography ensures accurate treatment documentation:
[Detailed camera settings pending documentation.]
Use Weave for appointment confirmations via text. When confirming:
[Specific scripts for add-on requests pending development.]
Before closing, review all invoices from the day to ensure accuracy:
[Detailed checklist pending finalization.]
A Guide to Clinical Excellence and The Aviva Way™
Aviva Wo/Man is rooted in the philosophy that "You are the expert of your own body." We believe in listening first, learning together, and empowering our guests without limits. Our identity is that of "the wicked smart best friend"—a relentless partner, grounded in science but driven by relationships. Our core values are kindness, curiosity, and "chin up."
Our mission is to provide transformative care for a diverse audience who have often felt overlooked. We are here to help women who are desperate for answers, tired of being told their symptoms are "normal," and who want a better quality of life.
Hormone Health, Weight & Metabolic Support, Skin Health & Aesthetics, and Sexual Wellness.
Every interaction should feel genuine, gracious, and seamless. This includes greeting guests by name, offering comforts, and providing expert, empathetic care.
AVIVA providers are partners in each patient's wellness journey. Your role is to assess, guide, educate, and treat, maintaining meticulous documentation and collaborating with the entire team.
Clock in one hour before the first appointment and out one hour after the last. Use downtime productively for follow-up calls and continuing education.
PTO accrues after the first year of service and does not roll over. Maternity and adoption leave are available for eligible employees.
Protect all Patient Health Information (PHI). Do not discuss sensitive information in public areas, secure all documents and screens, and document all conversations in Aesthetics Pro.
Includes the Code of Conduct, Dress Code (business casual with white lab coat), Anti-Harassment policies, and formal procedures for Employee Grievances and Disciplinary Actions.
Every interaction, clinical decision, and change to a care plan must be meticulously documented in the patient's chart in Aesthetics Pro. Communicate clearly with the front desk team regarding follow-up needs, scheduling, and specific instructions for a patient's care plan.
Providers must be familiar with the three Hormone Therapy Pathways (Pellet, $99 Monthly, Pay-As-You-Go) to guide patients. You are responsible for determining appropriate ICD-10 codes for insurance-billed labs and ordering correct panels for self-pay clients via LabCorp.
This chapter outlines the cadence and goals of each appointment within the hormone programs. Key appointments include the Initial Consultation (Month 0), Quarterly Visits (Months 3, 6, 9), Annual Wellness Review (Month 12), and the 15-Month Lab Review to kick off the next cycle.
This protocol involves selecting from a menu of available nutrients (e.g., Glutathione, Magnesium, B Vitamins, NAD+) and administering them via IV infusion or IM injection according to the specified dosing guidelines based on the patient's individual needs and wellness goals.
Policies and programs that apply to all Aviva Wo/Man team members
[Content pending - The Aviva Team Wellness + Perks Program]
This section will contain the complete Wellness + Perks Program details including employee discounts, wellness benefits, and team perks.
Content available in Google Drive — pending final review.
At Aviva Wo/Man, we don't "sell" products—we provide continuing care. This framework shifts our mindset from retail transactions to medical recommendations.
When a provider recommends a product, they are extending the treatment room into the guest's home. The Front Desk's role is to fulfill that medical advice, not to make a sales pitch.
[Content pending - Information Security Policy]
This section will contain information security protocols, password policies, and data handling procedures.
Video tutorials and step-by-step guides to help you master our systems and procedures. All videos are coming soon.
How to enter basic info and assign the correct "Pathway" tag.
Showing exactly where to upload BHRT Checklists and Consents.
How to upload the requisition PDF and final results to the chart.
How to set up recurring billing for the $99 membership.
Marking a subscription "Inactive" after the form is signed.
How to manually send a review request to a happy guest.
Best practices for confirming appointments via text.
How the front desk uses Trello to track task completion.