Our Philosophy

When you feel healthy, confident, and energized—you can give your best to others. This is one way we say: You matter. Your health matters. Your happiness matters.

Eligibility

• All current W2 employees are eligible
• Tenure-based credit earnings begin on the first full quarter of employment
• Employees must remain in active employment and good standing

How Credits Are Earned

Credits are added quarterly, based on hours worked:

Example: If you work 120 hours in the quarter and are in Tier 2, you earn $90 in credits.

How Credits Can Be Used

Credits can be redeemed for:

• Aesthetic services
• IV therapy + vitamin injections (standard + NAD+)
• Retail skincare & products
• Supplements
• Labs ordered through Aviva

Credits always apply after employee pricing/discounts (to maximize your savings!)

Credit Loading & Expiration

Credits are loaded into your account:

• Jan 1
• Apr 1
• Jul 1
• Oct 1

Expiration: All unused credits expire at the end of each calendar quarter. New credits replace expired credits at the quarterly load.

Employee Discounts & Pricing Rules

Scheduling Guidelines

To ensure patient-first operations:

• Employee services may be booked any day during non-peak times
• Pending patients or walk-ins take priority
• If a guest needs the spot, employee visit may be rescheduled
• The team member receiving the service must be clocked out
• The team member providing the service remains clocked in

Program Limitations

Credits may NOT be used for:

• Lash extensions
• Gift cards
• Gratuities
• Promotions/sales pricing
• Subscription membership fees

Important Notes:

• Credits have no cash value
• Credits may not be transferred to other employees or guests
• This benefit may be updated at any time to ensure the program remains fair, sustainable, and aligned with our clinic mission

Front Desk & Provider Workflow

Ensuring employee services are scheduled, billed, and documented correctly

1. Identifying Employee Appointments

• All employee services must be booked under the "Employee" service menu in AestheticsPro
• Employee pricing applies only when the correct Employee service is selected

2. One-Time Equipment Items (Thermi Services)

Before booking, confirm whether the employee has already purchased:

• Employee ThermiVa Wand + Grounding Pad (One-Time)
• Employee ThermiSmooth Grounding Pad (One-Time)

3. Check-In Process

• Confirm the employee is clocked out if receiving a service
• Verify correct Employee service selected
• Verify appointment length matches service

4. End-of-Day Review

• Confirm all employee appointments have invoices attached
• Verify proper documentation
• Ensure billed using Employee services only

Team Member Exclusive Menu (Sample Pricing)

Complete menu available in AestheticsPro under "Employee" services

The Philosophy

This framework shifts our mindset from retail transactions to medical recommendations. You are helping guests follow their provider's advice, not upselling.

How It Works

1. Provider Documents Recommendations: During the visit, the provider logs specific product recommendations in the guest's chart and on the "Next Steps" routing sheet.
2. Front Desk Fulfills the Recommendation: At checkout, reference the provider's notes: "Dr. Smith recommended the Tensage Serum for you to continue your results at home. Let me get that ready for you."
3. Frame as Care, Not Commerce: The language matters. You are helping them follow their provider's advice, not upselling.
4. Document the Outcome: Note in the chart whether the guest purchased the recommended products or declined.

Key Phrases to Use

• "Your provider recommended this to support your results at home."
• "This is part of your treatment plan."
• "Let me get that ready for you." (assumes the sale as care)

What to Avoid

• Pushy sales language or pressure tactics
• Recommending products the provider didn't specifically suggest
• Making guests feel obligated or uncomfortable

Your Core Responsibilities

• Handle data with care: Treat all company and guest information with the sensitivity it deserves
• Protect cardholder data: Never email, text, or transmit full credit card numbers
• Keep passwords secure: Do not share accounts or passwords with anyone
• Clear desk policy: Always leave desks clear of sensitive data and lock computer screens when unattended
• Report incidents immediately: If you notice anything suspicious, report it right away

Acceptable Use Policy

You are responsible for exercising good judgment regarding personal use of company systems:

• Ensure you have appropriate credentials and are authenticated for technology use
• Take all necessary steps to prevent unauthorized access to confidential data
• Keep passwords secure—authorized users are responsible for the security of their passwords and accounts
• All PCs, laptops, and workstations should be secured with a password-protected screensaver
• Use extreme caution when opening email attachments from unknown senders

Do NOT use company systems for:

• Any action that is offensive, threatening, discriminatory, or harassing
• Disclosing personnel information unless authorized
• Installing unauthorized software or hardware without management approval

Protecting Cardholder & Guest Data

Strictly Prohibited:

• Storing the contents of payment card magnetic stripes on any media
• Storing CVV2/CVC2 (the 3 or 4 digit security code) anywhere
• Storing PINs or encrypted PIN blocks under any circumstance
• Sending full card numbers via email, text, WhatsApp, or any messaging app

When displaying card numbers: Only show the first 6 and last 4 digits. The middle digits must be masked.

Physical Security

Password Policy

A strong password must:

• Be at least 12 characters long
• Include mixed-case letters (uppercase and lowercase)
• Include digits and punctuation marks
• NOT be based on personal information (birthdays, names, etc.)
• NOT be based on any dictionary word

Account Lockout: After 5 unsuccessful login attempts, your account will be locked for a minimum of 30 minutes or until an administrator enables it.

Reporting Security Incidents

If you observe any of the following, report immediately to management:

• Suspicious emails (phishing attempts)
• Unknown individuals in secure areas
• POS devices that appear tampered with
• Unauthorized access attempts
• Lost or stolen devices containing company data
• Any breach of confidential information

Compliance & Disciplinary Action

Violation of security policies will result in disciplinary action, from warnings up to and including termination of employment. Claims of ignorance, good intentions, or poor judgment will not be accepted as excuses for non-compliance.

We each have a responsibility for ensuring our company's systems and data are protected from unauthorized access and improper use. If you are unclear about any policy, seek guidance from your manager.

Work Schedule & Time Management

At Aviva Wo/Man, we are committed to creating a work environment that promotes both exceptional patient care and ongoing professional development.

• Start and End Times: Employees are expected to clock in one hour before their first scheduled appointment and conclude work no later than one hour after their last scheduled appointment.
• Utilizing Downtime: In the event of appointment cancellations or gaps, employees are responsible for efficiently utilizing the available time for tasks like follow-up calls, patient outreach, continuing education, or team meetings.
• Schedule Flexibility: Employees are expected to regularly monitor the scheduling system. If scheduled hours significantly exceed booked appointments, employees should be flexible in adjusting their availability in communication with the reception team.

Time Off Policies

Personal Time Off (PTO):

• No PTO is accrued during the first 12 months of service unless specified otherwise.
• After 12 months, employees receive 5 days (40 hours). Accrual increases with years of service.
• Requests for 5 days or longer require 1 month’s notice; requests for less than 5 days require 2 weeks’ notice.
• PTO does not roll over to the next calendar year.

Holidays:

• The clinic recognizes specific paid holidays, which are announced annually.
• Holiday pay is typically for 6 hours or the average number of hours worked on that day for a given shift.

Maternity & Adoption Leave:

• Eligible full-time employees with at least 1 year of service may receive 3 months of leave with an additional month of transition back to work.
• Leave may be partially paid.

HIPAA & Patient Confidentiality

Policy Statement: All team members must protect the privacy and security of guests’ Protected Health Information (PHI).

Core Principles:

• Verbal Discretion: Never discuss sensitive medical information in shared spaces or in front of other guests. Conversations must happen in private, designated areas.
• Physical Security: Do not leave charts, notes, or lab results visible to others at the front desk.
• Identity Verification: Always confirm a guest’s identity before disclosing any sensitive information over the phone or by email.
• Documentation: Use the Correspondence section in Aesthetics Pro to document every phone call, question, or update related to a guest’s care.

Credit Card Terminal Policy

To protect our guests and the clinic from fraud, all team members must follow these credit card terminal security procedures:

• Daily Inspection: Physically inspect all credit card terminals at the start of each shift for signs of tampering, skimmers, or unusual attachments. Report any irregularities immediately to management.
• Technician Verification: Never allow anyone claiming to be a “technician” to access or service the credit card terminals without first verifying their identity with the office manager or owner. Legitimate service visits will always be pre-scheduled.
• No Digital Transmission of Card Numbers: Never email, text, or digitally transmit a guest’s full credit card number. If payment information must be collected remotely, use the secure payment link in Aesthetics Pro.
• PCI Compliance: Do not write down full card numbers. If a partial number is needed for reference, only the last 4 digits may be documented.

Code of Conduct

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.

• Professional Excellence: Arrive prepared, on time, and ready to contribute positively.
• Guest Experience: Greet every guest warmly, making them feel welcome, comfortable, and valued.
• Teamwork & Collaboration: Treat colleagues with respect, kindness, and support—no exceptions.
• Integrity & Accountability: Uphold honesty and ethical standards in every decision. If a mistake occurs, acknowledge it promptly and work with the team to make it right.
• Growth & Innovation: Stay curious and committed to learning. Embrace training opportunities and be open to feedback.

In summary: The Aviva Way means showing up with excellence, integrity, and heart—so that every guest and every team member feels valued.

Dress Code Policy

Our appearance reflects our commitment to professionalism, safety, and 5-Star Service.

General Guidelines (All Staff):

• Clothing and shoes must be clean, neat, and in good condition.
• Personal grooming and hygiene are essential. Hair should be tidy and styled in a way that does not interfere with guest care.
• Jewelry and makeup should be tasteful and professional. Strong fragrances should be avoided.
• Tattoos and piercings should not distract from professional appearance.
• For safety, shoes should have a supportive sole and allow for long hours of standing.

Role-Specific Attire:

Anti-Harassment & Anti-Discrimination Policy

At Aviva Wo/Man, every team member is valued and respected. We believe that a caring, inclusive environment is essential to delivering our mission and 5-Star Service.

Our Commitment:

• We do not tolerate harassment, discrimination, or intimidation of any kind.
• Every individual—team member, guest, or visitor—will be treated with dignity and respect.
• Decisions related to hiring, promotion, compensation, and all other employment matters will never be based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other status protected by law.

What Harassment Looks Like:

• Verbal remarks, jokes, or comments that are offensive or unwelcome
• Physical conduct such as unwanted touching or gestures
• Visual displays like inappropriate images, posters, or messages
• Any behavior that creates an intimidating, hostile, or uncomfortable work environment

Reporting Concerns:

• Speak up: Bring concerns to your supervisor, office manager, or directly to the owner.
• Confidentiality matters: All reports are handled with care and sensitivity.
• No retaliation: You will never face punishment for raising a concern in good faith.

In summary: At Aviva Wo/Man, kindness and respect are not optional—they are the foundation of our team culture and the heart of the Aviva Way™.

Employee Grievance Policy

We believe in open communication, respect, and fairness. We want every team member to feel safe and supported in bringing forward concerns. A grievance is any concern, problem, or complaint an employee has about their work, workplace, or treatment.

Our Commitment:

• Every employee has the right to raise a concern without fear of retaliation.
• All grievances will be treated with sensitivity, respect, and confidentiality.
• We will work to resolve issues fairly, quickly, and consistently.

Steps for Raising a Grievance:

1. Speak Informally (if comfortable): First try to resolve the issue informally by discussing it with the colleague or supervisor involved. Many issues can be resolved through open conversation.
2. Submit a Formal Grievance: If the issue is not resolved, submit a grievance in writing to your supervisor, the office manager, or the owner. Include a clear description of the concern, dates, times, people involved, and any steps you’ve already taken.
3. Review and Investigation: The supervisor or owner will review promptly. You may be asked to meet and provide more details. All parties will be treated with fairness and respect.
4. Resolution: A decision will be made and communicated in writing. Solutions may include mediation, changes to workplace practices, or other corrective action as needed.

No Retaliation: Retaliation of any kind against an employee who raises a concern in good faith is strictly prohibited and will be treated as a serious violation of policy.

Disciplinary Procedures

Our goal is to create a workplace where every team member can succeed. When expectations aren’t met, we focus first on coaching and support. Discipline is not about punishment—it’s about improvement, accountability, and preserving a respectful, 5-Star Service environment.

Progressive Discipline Steps:

Immediate Termination: Some behaviors are grounds for skipping steps and moving directly to termination, including:

• Harassment, discrimination, or violence
• Theft or dishonesty
• Serious breach of confidentiality (including HIPAA violations)
• Willful damage to company property
• Unsafe actions that put team members or guests at risk

Our Promise: Every step will be handled with professionalism, fairness, and compassion. Employees will always have the opportunity to share their perspective. The goal of discipline is always to restore success—not to punish.

What a Slow Week Means

• Hours may be slightly reduced for the week
• Adjustments are made as fairly as possible across the team
• We aim to reduce approximately 4–6 hours per person when needed

Our Commitment to You:

• Fairness — sharing adjustments across the team
• Transparency — communicating early whenever possible
• Stability — making small adjustments now to protect long-term opportunity

If the schedule fills, hours may be added back whenever possible.

Patient Reactivation & Schedule Filling

Team members are expected to focus on patient reactivation as a top priority. The goal is to help fill the schedule for the current week and the following week. This includes contacting patients who:

• Have missed follow-ups
• Have not been seen in 3–6 months or longer
• Started but did not complete treatment plans
• Had labs completed without scheduling a follow-up

Suggested language: “Hi! This is Aviva checking in—we were reviewing charts and noticed it might be time for a follow-up. We’d love to get you back in and see how you’re doing!”

Focus areas: hormone therapy follow-ups, weight management check-ins, continuation of skin treatment series, and lab reviews.

Also review the schedule for open gaps within the next 1–7 days. Reach out to flexible patients, waitlists (if applicable), and clients due for maintenance. Example: “We had an opening tomorrow—would you like to come in?”

Content Creation

Content creation should be prioritized to support long-term growth. Team members may:

• Record provider education videos, FAQs, and “day in the life” content
• Capture before-and-after photos and treatment clips
• Batch and share content for marketing use

This supports social media, email marketing, and website updates.

Patient Follow-Up & Relationship Building

• Send follow-up messages: “How are you feeling after your visit?”
• Check in on new patients within the first 1–2 weeks
• Respond thoughtfully to reviews and messages

These efforts help increase retention, referrals, and overall patient satisfaction.

Retail & Treatment Planning

• Build retail bundles (gut health, skin, or hormone support)
• Review upcoming patients to pre-plan recommendations
• Organize displays and inventory

These efforts support stronger consults, improved retail conversion, and smoother patient flow.

Training & Administrative Prep

Training Focus:

• Review The Aviva Way™, the 4 Cornerstones of Wellness, and the 5-Star Service approach
• Practice consult conversations and product recommendations

Administrative Prep:

• Clean up charts and review treatment plans
• Prepare lab paperwork and audit memberships

This work helps reduce stress and inefficiencies during busier weeks.

Provider Expectations During Slow Weeks

• Check in and check out own patients when needed
• Escort guests to the front desk (5-star standard)
• Assist with patient outreach and treatment planning
• Participate in content creation

Program Structures

Transition: Pellets → Prescription Management

Guests transitioning from pellet therapy to prescription management are categorized based on time since last pellet placement.

Transition: Prescription Management → Pellets

Post-Pellet Plan: Guest will remain off membership during pellet cycle. Future care plan will be reassessed at follow-up: return to pellets or transition back to prescription management.

Lab Policy

Labs are ordered and charged based on clinical timing, not program status.

• Follow-up labs as clinically indicated
• Yearly comprehensive labs
• Lab fees are separate from membership and procedure fees

Membership Billing Guidelines

• Membership billing never begins same-day as visit
• Billing starts the month following the visit, or after the included care period (restart program)
• Billing dates: 5th or 20th of the month

Office Visit Fee Summary

Grace & Exceptions Policy

To maintain a high-touch, personalized experience, leadership may:

• Waive the $125 visit fee in select cases
• Apply discretionary adjustments when appropriate

All exceptions must be documented in the chart.

Provider Responsibilities

Providers must document:

• Last treatment date
• Treatment category (Active / Delayed / Restart)
• Plan of care and lab timing

Clearly communicate the plan to the front desk before checkout. Set patient expectations during the visit.

Front Desk Responsibilities

Front desk must:

• Identify last treatment date
• Apply correct billing category
• Confirm lab needs
• Set up correct membership timing
• Communicate charges clearly and confidently
• Document all transitions in patient chart