Who We Are
& Why It Matters
Before any system, any process, or any procedure — this is the foundation every team member is expected to internalize, live, and embody in every patient interaction.
Vision
To set the standard for modern, evidence-based integrative medicine where clinical excellence, integrity, and human connection redefine what patients expect from healthcare.
Mission
We deliver precise, personalized medical care that integrates advanced diagnostics, regenerative aesthetics, and functional medicine — empowering patients to understand their bodies, participate in their care, and achieve outcomes that endure.
Purpose
We exist to elevate how medicine is practiced — by holding ourselves to a higher standard, continuously refining our craft, and helping people feel, function, and live at their highest potential.
Our Approach to Every Patient
At Source of Health, we believe people deserve more than rushed visits, surface-level answers, or one-size-fits-all care. Our approach is thoughtful, personalized, and outcome-focused. We take the time to understand the full picture — how patients feel, how their bodies function, and what they want to improve — before recommending a plan.
Medicine and aesthetics both require nuance. Bodies respond differently. Healing and optimization are not linear processes. For that reason, we prioritize education, realistic expectations, and clear communication so patients always understand why something is recommended and how it fits their broader care plan.
Safety & Integrity
Clinical safety and ethical integrity are non-negotiable in every decision.
Evidence-Informed
Every recommendation is grounded in clinical evidence and sound judgment.
Thoughtful Sequencing
Treatments are planned and sequenced with purpose — not offered impulsively.
Individual Biology
We respect that each patient's biology and life circumstances are unique.
What Our Values Look Like Every Day
Culture is not what we say. Culture is what we do repeatedly. This applies to every role — clinical, administrative, leadership, and support.
This Means
- Prepare for patients before they arrive
- Review charts, labs, and prior notes thoughtfully
- Prioritize accuracy, safety, and appropriateness over speed
- Say "I don't know yet" when needed — then find the answer
- Document clearly as a reflection of our integrity
This Does NOT Mean
- Guessing, winging it, or copy/pasting without understanding
- Practicing beyond scope, training, or competence
- Treating protocols as shortcuts instead of frameworks
This Means
- Choose the right test, not just the easy one
- Explain why a recommendation is made, not just what to do
- Tailor care instead of defaulting to one-size-fits-all
- Respect nuance and complexity — even when it takes more time
This Does NOT Mean
- Rushing decisions to keep the schedule moving
- Oversimplifying explanations to avoid questions
- Offering treatments because they're popular, not appropriate
This Means
- Educate patients so they can make informed decisions
- Invite questions and clarify expectations
- Set clear boundaries around responsibility and follow-through
- Support patients — but not rescue them from disengagement
This Does NOT Mean
- Over-functioning to compensate for lack of patient effort
- Promising outcomes we cannot ethically guarantee
- Avoiding honest conversations to keep patients comfortable
This Means
- Recommend what is clinically appropriate — even when it's less profitable
- Disclose risks, limitations, and alternatives honestly
- Follow policies consistently, even when inconvenient
- Communicate transparently with patients and teammates
This Does NOT Mean
- Upselling, fear-based language, or pressure tactics
- Inconsistent enforcement of policies
- Saying one thing to patients and another behind closed doors
This Means
- Stay curious and current in your field
- Seek feedback and integrate it without defensiveness
- Reflect on outcomes — good and bad — and refine your approach
- Invest in skill development, not just credentials
This Does NOT Mean
- Relying on outdated training or "how we've always done it"
- Taking feedback personally instead of professionally
- Resisting change when evidence calls for improvement
This Means
- Take ownership of your role and its impact
- Speak up when something feels misaligned or unsafe
- Model the standards we expect from others
- Contribute to solutions, not just identify problems
This Does NOT Mean
- Waiting to be told what to do when clarity already exists
- Assuming leadership is someone else's responsibility
- Withholding effort, ideas, or accountability
At SOH, we do not aim to be average, trendy, or transactional.
This is how our patients feel the difference. This is how trust is built. This is how culture is sustained.
Patient Flow — 7 Phases
The complete patient journey from first contact to post-visit follow-up. Every team member must know these phases. Tap each to expand.
The North Star — Memorize This
Calendar + Chart + Clinical Record. Source of truth for everything provider-related. Scheduling, documentation, orders.
Aesthetic Conversion = Intake forms, consents, questionnaires, card on file, lead pipeline, nurture sequences.
Internal templates & SOPs only. Never stores signed patient paperwork. Never patient-facing.
- Open Charm Calendar — today view. This is your primary screen for the day.
- Open Aesthetic Conversion Pipeline — check New Leads, Intake Incomplete, and Ready to Schedule.
- Open Dropbox only if updating an internal document. Never for live patient paperwork.
Applies to: website form, phone call, text inquiry, or email.
- Create or confirm the lead record in Aesthetic Conversion.
- Tag the lead — choose ONE: AestheticsWellnessHybrid
- Send the correct "Start Here" link: intake questionnaire + applicable consents + card-on-file.
All patient paperwork is completed through Aesthetic Conversion — never built in Charm.
- Patient completes questionnaire(s), consents, policy acknowledgments, and payment method on file.
- AC auto-updates pipeline status to Intake Complete – Ready to Schedule.
- Staff verifies all required items are checked before proceeding to scheduling.
- Open Charm. All scheduling happens here — no exceptions.
- Create or confirm the patient profile if this is a new patient.
- Schedule on the Charm calendar with correct visit type and notes.
- Use block holds in Charm for meetings, admin time, or provider travel days.
This is where most clinics get disorganized. Follow this exactly, every time.
- From Aesthetic Conversion, export signed paperwork as a PDF (or confirm auto-export).
- Upload and attach the PDF(s) to the patient's chart in Charm.
- Add standard chart note: "Consents & intake completed via AC on [date]. PDFs attached."
- All staff work exclusively from the Charm schedule during visits.
- Click the appointment → chart opens directly.
- Review attached consent PDFs before any procedure begins.
- Document all findings, treatments, and notes in Charm in real time.
- Clinical documentation
- Orders and labs
- Referrals
- Follow-up scheduling
- Post-care messaging
- Education sequences
- Reactivation campaigns
- Nurture follow-up
Admin / Owner Audit Checklist
Chart Audit
Review 10 random charts. Confirm signed PDFs are consistently attached. Flag any chart missing consent documentation.
Pipeline Audit
Review AC pipeline statuses. No leads should sit in "New" for more than 24 hours during business days.
Dropbox Audit
Check CURRENT folders — exactly ONE active master per document type. Archive or delete outdated versions immediately.
Systems Guide
Know which tool does what — and never use the wrong system for the wrong task. When in doubt, use the decision table below.
Quick Decision Rule — The Whole Universe
Scheduling, chart, clinical records, provider documentation, orders, labs, block holds.
Intake, consents, questionnaires, card on file, lead pipeline, nurture sequences, AI agents (Aria & Jessica).
Internal SOP master templates only. Never patient-facing. Never live paperwork.
Pre-consult intake forms (supplemental). Links sent via AC workflow.
Patient financing options. Stripe for standard payment processing.
System Decision Table
| Task | System | Notes |
|---|---|---|
| Schedule an appointment | Charm | All scheduling lives here. No exceptions. |
| View today's schedule | Charm | Calendar → Today view every morning. |
| Open a patient chart | Charm | Click appointment → chart opens directly. |
| Document a clinical visit | Charm | All provider notes, orders, labs in Charm. |
| Block holds (travel/meetings/admin) | Charm | Provider time = Charm block. Always. |
| Send intake forms to new lead | AC | Send "Start Here" link from Aesthetic Conversion. |
| Check lead pipeline status | AC | Monitor New / Intake Incomplete / Ready to Schedule. |
| Collect & manage consents | AC | Built, signed in AC. Then exported to Charm as PDF. |
| Post-care follow-up messaging | AC | Automated sequences in AC pipeline. |
| Reactivation outreach | AC | Reactivation campaigns managed in AC. |
| Find an SOP or policy | Dropbox | CURRENT folder only. Never share patient data via Dropbox. |
| Update a master template | Dropbox | Update master → push to AC → retire old version. |
2. No patient-facing documents live in Dropbox — internal only.
3. Every patient has one paperwork source (AC) and one chart source (Charm).
4. Forms are never built in Charm unless absolutely required by clinical workflow.
Folder Structure Reference
01_ADMIN
Business-level administrative documents. Legal, financial, and ownership files.
02_HR
Staff records, job descriptions, onboarding materials, and HR compliance docs.
03_PATIENT-FACING (Templates Only)
Master consent templates, intake form masters, treatment guides, post-care instructions. CURRENT = live. RETIRED = locked, never edit.
04_MARKETING
Social media assets, brand files, copy drafts, graphics, and campaign materials.
05_OPERATIONS
SOPs, training docs, system guides, and operational procedures. This training portal lives here.
Roles & Responsibilities
Each role at SOH has clear ownership. Knowing your lane — and your teammates' lanes — is what makes the patient experience seamless.
Front Desk Coordinator
Owns first impression and operational flow. Manages lead intake via AC, schedules in Charm, confirms paperwork is complete before visit day, handles patient check-in, and sends "Start Here" links. Daily startup: 5 min in Charm + AC pipeline review.
Patient Care Coordinator
Guides patients through the clinical journey from pre-consult prep to post-visit follow-up. Reviews intake before arrival, briefs the provider, stays present during consultation, supports treatment plan presentation, and leads the financial discussion.
Medical Assistant
Clinical operations and patient experience integrator. Ensures rooms, equipment, and documentation are ready before every visit. Supports the provider during procedures. Documents in real time. Active clinical operator — not passive helper.
Aesthetician / Laser Technician
Owns service delivery for laser and skin treatments. Maintains clinical-grade sanitation, patient education, and follow-up compliance. Reports to Aesthetician Manager. Rooms must be set up, stocked, and reset to standard before and after every shift.
Medical Provider / Director
Clinical authority and strategic lead. Works exclusively from Charm during visits. Approves all VIP/override scheduling, policy changes, and consent architecture updates. Only person authorized to update this training portal content.
Operations / Admin
Owns procurement, design coordination, and operational execution. Handles system setup tasks, vendor coordination, and internal communications. SOPs and templates managed through Dropbox. Primary system support contact: support@mysourceofhealth.com
30 / 60 / 90 Day Expectations by Role
- Master Charm + AC daily workflow
- Know cancellation and booking policies verbatim
- Successfully send all "Start Here" links without prompting
- Answer phones using SOH 5-Star standards
- Know which system handles which task
- Manage full daily schedule independently
- Handle appointment errors confidently
- Confirm paperwork is complete before every visit — no exceptions
- Identify and flag leads sitting in pipeline too long
- Fully autonomous in daily operations
- Proactively surfaces pipeline gaps to clinical team
- Contributes to patient experience without prompting
- Meeting front desk KPI targets consistently
- Learn SOH aesthetic philosophy and standards
- Master room setup, breakdown, and sanitation protocols
- Shadow and observe all treatment types offered
- Understand patient communication expectations
- Perform treatments independently within SOH standards
- Demonstrate confident patient education at end of service
- Complete treatment room setup/breakdown without checklist
- Properly document and hand off recommendations
- Consistent outcomes aligned with SOH standards
- Proactively educates patients on home care and next services
- Participates in content creation under social media policy
- Zero patient experience complaints or safety gaps
- Master SOH workflows, room setup, EHR basics
- Shadow providers during all visit types
- Demonstrate infection control and safety protocols
- Know pre-visit readiness checklist by heart
- Independently prep and support all visit types
- Anticipate provider needs reliably — no prompting
- Accurate documentation with minimal corrections
- Flag missing or abnormal documentation before visit starts
- Fully autonomous clinical support
- Trusted to flag issues and safety concerns proactively
- Contributes to flow, not friction
- Zero OSHA or safety compliance gaps
Grooming & Attire Standards
We work in an industry focused on health, wellness, and appearance. Good grooming signals that we live the principles we teach. The following are required standards — not suggestions.
Front Desk Coordinator
- Business casual or medical scrubs
- Plain solid-color or SOH branded shirt acceptable
- Professional closed-toe shoes — clean and clinical
- Hair: neat, professional, pulled back if long
- Appear in full attire before shift begins — not at the desk
Patient Care Coordinator
- Business professional or business casual
- Polished, structured, consultation-appropriate
- Closed-toe professional shoes
- Natural makeup if worn
- Overall appearance: confidence, professionalism, leadership
Aesthetician / Laser Tech / MA
- Medical scrubs required
- Closed-toe shoes only — no heels or open-toe
- Hair pulled back at all times
- No heavy fragrances or perfumes
- Nails: short to medium, clinical-appropriate
- Minimal jewelry — small studs only
Every role. Every visit. Every interaction. Clinical notes, patient decisions, consent confirmations, and follow-up commitments must live in the appropriate system.
Patient Experience Guide
Every interaction is an impression. Impressions compound into experience. Experience determines whether a patient returns, refers, and trusts us with their care.
5-Star Hospitality Rules
- Always use the patient's name. Use caller ID when available. Ask early in the call if uncertain.
- One chance for a first impression. Make it deliberate, warm, and professional.
- Be attentive at all times. Maintain a friendly, "on-stage" attitude whenever a patient is present.
- When busy, make eye contact, smile, and acknowledge every individual — never ignore a patient in the room.
- Vocal tone matters. Enthusiastic and sincere, yet steady and calm. Our patients come here to feel at ease.
- Personal conversations stop immediately when a patient approaches. No exceptions.
- You are on stage when a patient is present. No gossip, complaints, or off-topic conversations within earshot.
Approved Language & Phrases
"Thank you for calling Source of Health, this is [your role/first name] speaking — how may I assist you today?"
"Welcome to Source of Health! I'm [your role]. Let me get you checked in — can I get your name?"
"Welcome back to Source of Health! It's great to see you again. Let me pull up your appointment."
"May I please place you on a brief hold?" — Wait for a yes. Never hold longer than 30 seconds. If longer: "Thank you so much for holding — how may I assist you?"
"Just to confirm — your appointment is [day], [date], at [time], for [service]. We'll see you then! Please arrive 15 minutes early to complete any final paperwork."
Instead say: "One moment while I check on that." · "Instead, may I suggest…?" · "Could we do this…?"
How We Educate, Advise & Recommend
We do not use pressure tactics, fear-based language, or manipulative close techniques. Our model is consultative — built on trust, education, and genuine patient need. The goal of every interaction is a well-informed patient who chooses appropriate care.
40% — Build Trust & Rapport
Establish genuine connection before anything else. Use the patient's name. Notice something specific about them. Ask questions about how they're feeling or what brought them in. Let them talk.
30% — Engaging Inquiry
Ask open-ended questions that help you understand goals and concerns. "What results are you hoping to achieve?" "Have you noticed any changes since your last visit?" Listen more than you talk.
20% — The Presentation
Present only services that directly match what you've learned. Fewer, more relevant options create more confidence than long menus. Explain why this fits their specific concern.
10% — The Opening
This is not a "close" — it is the opening of a long-term relationship. Ask confidently and respectfully. If the answer is no, evaluate the process, not the patient. Rejections are skill-building moments.
Providers recommend. Patient Coordinators present. Front Desk confirms. Nobody pressures. If a patient leaves unsure, that is a process gap — not a patient problem.
Turning Problems Into Trust
- Stop what you are doing and face the patient. Give your full attention.
- Listen completely without interrupting. Take notes — do not rely on memory.
- Repeat back what you heard. Ask clarifying questions to confirm you understand the full issue.
- Thank the patient for bringing it to your attention. Apologize for the experience — not for the clinic being wrong.
- Offer a solution if within your authority. Escalate to the supervising team member if not.
- Brief your supervisor with as much detail as possible before they speak to the patient.
- Document the incident in Charm. Follow up to ensure it was resolved.
Booking a New Appointment — Information to Collect
Required at Booking
- First and last name
- Date of birth
- Full address, city, state, zip
- Phone number & email
- Credit card to secure appointment
- Service preferences or special notes
Required at Check-In
- Valid government-issued photo ID
- Insurance card (even if cash-based)
- Confirm all paperwork is complete in AC
- Confirm PDFs are attached in Charm before patient is seated
Guiding Questions for Scheduling
- Are you seeking corrective, maintenance, or preventative care?
- Are there specific areas of concern?
- Have you had aesthetic or medical treatments previously?
- Are you currently taking medications that may affect treatment?
Consent Architecture
All consents are built and signed through Aesthetic Conversion, then exported and stored in Charm. No consent = no treatment. This protects the patient and the practice.
Core Consents (Forms 1–7)
Required for ALL patients regardless of visit type. Includes: practice policies, HIPAA authorization, general treatment consent, photo consent, financial agreement, and telehealth disclosure.
Aesthetic Consents (Forms 1–10)
Aesthetic patients complete forms 1–7 plus forms 8–10 covering aesthetic-specific risks, expectations, and result framing. Filler and toxin consents are results-based — not framed by units or syringe count.
Procedure-Specific Consents
Additive to the core set. Triggered by services performed same-day. Examples: RF microneedling, laser, IV therapy, hormone therapy, dissolved filler. Each procedure adds its own consent.
Telehealth & Out-of-State
Separate consent pathway. Telehealth patients receive state-appropriate disclosures. Out-of-state patients have an additional compliance layer — flag to the Medical Provider before proceeding.
Step-by-Step Process
- Identify patient visit type: Wellness, Aesthetic, Both, Telehealth, or Out-of-State.
- Assign core consents (forms 1–7) to all patients via Aesthetic Conversion.
- Add aesthetic-specific forms (1–10) for any aesthetic service.
- Add applicable procedure-specific consents for same-day services planned.
- Confirm patient completes all forms before status moves to "Ready to Schedule."
- Export signed PDFs from AC and attach to the patient chart in Charm.
- Add standard chart note: "Consents & intake completed via AC on [date]. PDFs attached."
- Do not begin any procedure until all required consents are confirmed signed and attached in Charm.
New Patient Readiness & ID Requirements
ID Requirements
All patients must have a valid government-issued photo ID on file. Insurance card required if applicable (even for cash-based services). Appointments cannot proceed without proper identification confirmed.
New Patient Readiness
Preparation happens before the patient arrives. If a new patient has not activated their patient portal and completed required intake paperwork prior to their scheduled appointment, we are unable to see them. Preparation is part of the care.
Photo Documentation
Photography and/or video may be required for medical documentation, treatment planning, and outcome tracking. Any use for education or marketing requires separate written authorization. Declining clinical photos may limit treatment recommendations.
Policies & Compliance
Non-negotiable standards that protect patients, staff, and the practice. Every team member is expected to know and follow these without exception.
Fees, Cancellations & Arrivals
Consultation Fees
- Wellness / Integrative Medicine: $150
- Aesthetic Consultation: $250
- Fees collected on arrival — non-refundable once held
- Full fee applied toward treatment when patient proceeds
- Card on file required to secure all appointments
Arrival & Late Policy
- Patients must arrive 10–15 minutes early for check-in
- Late arrivals may result in shortened appointment or reschedule
- We will not rush medical or aesthetic care to accommodate late arrivals
- New patients advised to arrive 15 min early for paperwork review
Cancellation Policy
- Late cancellations and no-shows harm other patients seeking care
- Applicable fees apply for late cancels and no-shows
- Canceling over the weekend for a Tuesday appointment = late cancel (office is closed Monday)
- Weekend reschedule requests treated as late cancellations
Medical Emergencies & Scope
- SOH is not an emergency or urgent care facility
- True medical emergencies → urgent care or ER
- Exception: suspected vascular occlusion from aesthetic injectable — we manage these
- This exception does not extend to unrelated acute medical issues
Patient Privacy Standards
Data Handling
Never share patient information via personal text, personal email, or Dropbox. PHI (protected health information) is handled only in Charm or Aesthetic Conversion. Any breach must be escalated immediately to the Medical Provider.
Photography
Photo consent must be signed before any clinical photograph is taken — including VISIA images, treatment photos, and post-visit results. No consent = no photo. Any media use for education or marketing requires separate written authorization.
Social Media
No patient photos, names, or treatment details shared on social media without signed authorization. All SOH work content must be posted via the @firstname_sourceofhealth handle or cross-posted with SOH watermark. Personal accounts are never used for patient-facing SOH content.
Infection Control, OSHA & Incident Response
Infection Control
All tools and surfaces follow SOH infection control protocols. Disposables are single-use — never reused. Every room should look identical at the start and end of every shift. Report any supply gaps or equipment issues immediately.
Adverse Events
Any adverse event, patient complaint about a clinical outcome, or safety incident must be documented in Charm and escalated to the Medical Provider immediately. Do not minimize, delay, or attempt to resolve clinical adverse events independently.
Hostile Situations
If a patient becomes hostile: stay calm, do not become defensive. Politely inform them you will get someone who can better assist. Brief the supervising team member before they speak to the patient. Verbal abuse is not tolerated.
No Discounting Policy
SOH does not offer promotional discounts. Membership plans and service pricing are presented as clinical access and value. Do not quote discounts under any circumstance. Refer all pricing questions to current pricing guide.
1. Referring Physician Staff Discount Program — under legal review for potential anti-kickback statute applicability.
2. Patient Data for Event Marketing — requires HIPAA-compliant authorization before patient records are used for marketing segmentation.
3. Operational Safety Checklist — biohazard waste contract, Bloodborne Pathogen Exposure Control Plan, eyewash station, fire extinguisher (laser room), smoke evacuator (CO2 laser), EpiPen on-site availability — all flagged for verification and resolution.
Frequently Asked Questions
Fast answers to the most common operational, clinical, and compliance questions. Tap any question to expand.
KPIs & Performance Standards
What gets measured gets managed. Every role has clear performance standards. These are reviewed weekly — not monthly. Numbers don't explain themselves. Trends matter more than single data points.
Data Philosophy at SOH
Every number has a name next to it. Accountability is personal, not institutional.
Monthly dashboards are post-mortems. Weekly cadence drives behavior change.
Scoreboards must be visible and simple. Green = winning. Red = act now.
Revenue clarity beats revenue hope. Growth without systems is failure in disguise.
Medical Provider / Clinical Director
▾Purpose: Strategic control & early warning
Operations / Admin
▾Purpose: Execution and clinical flow stability
Front Desk / Patient Care Coordinator
▾Purpose: Conversion & patient experience
Provider / Injector / Aesthetician
▾Purpose: Clinical quality + productivity
Updates Log
All changes to policies, procedures, and training content are logged here. Review this tab after any notified update. Updates are authorized by the Medical Provider only.
Portal Launch — Full Build (v2)
April 2026Complete training portal built and password-protected. All tabs populated from official SOH documentation: Mission & Culture (Vision/Mission/Purpose/Philosophy/Culture Code), Patient Flow (7 Phases), Systems Guide, Roles & Responsibilities (with 30/60/90 day milestones and attire standards), Patient Experience (5-Star rules, scripts, consultative approach, complaint handling), Consents, Policies & Compliance (scheduling, HIPAA, social media, safety), FAQs (14 entries), KPIs & Performance Standards (4 role scorecards), and Updates Log. All individual names removed — content is role-based. Password protected for IP protection.
Upcoming — In Development
Q2 2026Planned additions: Membership Plan Guide (6-plan architecture with Aesthetic and Wellness tracks), AI Agent Protocols (SMS & Voice agent rules, handoff procedures), Aesthetic Conversion Consent Trigger Logic (full 8-step decision tree), SOH Brand Voice Standards, and Service Treatment Overview (Injectables, Laser, Wellness, IV, Hormone).
How Updates Work
- The Medical Provider is the only person authorized to update portal content.
- When a policy or SOP changes, the Dropbox master is updated first.
- This training portal is then updated to reflect the change — typically within 5 business days.
- All team members are notified of updates with a brief description of what changed.
- Team members must review and acknowledge updated sections before their next shift.
- The date and nature of all updates are logged here permanently.