Front desk / non-clinical staff · about 75 minutes

Front of House

The first voice a member hears. Scope discipline, the booking system, and the language that keeps everyone safe.

Scope & what you may sayThe single most important module in this portal for non-licensed staff. What you may describe, what you must never claim, and where your role stops.

Content delivered in your live session and quick-reference set.

Brand & claimsHow to speak about the business and its products without stepping outside approved language.

Module content

Canon status: NOT CANON Partner-use status: NOT CONFIGURED Release status: NOT RELEASED MASTER Supports: 07-02 · Recorded module 1 of 5

Outcome

The designated user can locate current brand controls, distinguish ordinary copy from facts/claims/legal/integration/asset requirements, and route a public-content change without bypassing the active EDU controls.

Required source materials

Accepted brand guide and BR-07 messaging architecture
Active EDU-01 Partner Claims Registry
EDU-02 change/approval workflow
EDU-07 source/evidence index
Current {{PROHIBITED_CLAIMS}}, {{PENDING_CLAIMS}}, and {{BRAND_PROMISE_BOUNDARY}}

Lesson sequence

What is locked, configurable, and change-controlled. Identify brand rules, approved variables, and architecture changes.
Six content classes. COPY, FACT, CLAIM, LEGAL, INTEGRATION, and ASSET/right.
Exact-text control. Approved claim wording, channel scope, evidence IDs, text hash, expiry, and supersession.
Source discipline. Context, currentness, rights, attribution, and why supplier/professional credentials do not become partner credentials.
Change path. Submit → evidence check → approve/reject → publish → monitor → archive.
Emergency correction. Hold or remove unsupported public text and document the decision; do not improvise a replacement claim.

Demonstration

Using a fictional fixture, show one neutral COPY change and one material CLAIM request. The copy follows the approved content workflow; the claim remains blocked until an exact active EDU-01 row and source IDs exist.

Objective task check

Task	Pass evidence	Must not happen	Result
Locate the current brand/messaging masters	Correct file/version identified	Using an archived or other-partner file	NOT RUN
Classify six example content elements	All six classes identified	Treating legal/integration/asset text as approved claim copy	NOT RUN
Trace an approved claim to exact text and evidence	EDU-01/07 IDs and channel found	Approving from memory or an old source	NOT RUN
Submit a fictional change	Complete EDU-02 ticket	Editing production first and seeking retroactive approval	NOT RUN
Reject a borrowed credential or unsupported outcome statement	Correct reason and quarantine/hold path	Rewording it into another unsupported assertion	NOT RUN

Completion rule

Completion requires module review plus all applicable task checks passing. It does not authorize the user to approve claims unless the partner separately assigns {{CLAIMS_APPROVER}} authority.

The website & bookingHow members find you, book, and what they see before they arrive.

Module content

Canon status: NOT CANON Partner-use status: NOT CONFIGURED Release status: NOT RELEASED MASTER Supports: 07-02 · Recorded module 2 of 5

Outcome

The designated user can safely review approved website content, update permitted configured facts through the defined process, test the inquiry/booking path, and recognize changes that require claims review, technical work, or change control.

Required source materials

Accepted website version; WEB-09 QA script; brand tokens; active content-slot register; partner variables; approved deployment/rollback record.

Lesson sequence

Five-page website architecture and Clinic/Platform configuration.
Locked layout/QA controls versus configured brand/fact/copy fields.
Content classes and active EDU authority.
Contact, CTA, form, booking, privacy/legal, and tracking dependencies.
Staging review, mobile/keyboard/link/form tests, and evidence capture.
Deployment, rollback, and when a request is a deficiency versus new scope.

Safe-update rule

A user may replace a verified registered variable or approved content entry through the documented method without redesigning structure. New pages, modules, features, services, geography, claims, legal text, tracking, forms, or integrations require the applicable review/change path.

Objective task check

Task	Pass evidence	Must not happen	Result
Identify current production/staging version and rollback record	Correct version/path	Editing an Atlas master or unknown copy	NOT RUN
Update one fictional approved contact fact in staging	Source/owner/version recorded	Publishing an unverified fact	NOT RUN
Trace one public content element to its slot/register class	Correct stable ID and authority	Treating a slot as freeform copy	NOT RUN
Run mobile, keyboard, link, and form checks	Completed WEB-09 evidence	Claiming universal accessibility or uptime	NOT RUN
Test inquiry/booking without live customer data	Correct record and partner route	False success state or Atlas customer contact	NOT RUN
Classify an added-page request	Change request created	Adding it inside the standard five-page scope	NOT RUN

Completion rule

All applicable tasks pass using fictional test data. Production editing rights remain role-based and may be narrower than training completion.

The CRM on your phoneManaging leads and appointments from the floor.

Content delivered in your live session and quick-reference set.

Quick referenceThe cards you keep at the desk.

Module content

Canon status: NOT CANON Partner-use status: NOT CONFIGURED Release status: NOT RELEASED MASTER Supports: 07-03 · Five configuration-aware guides

Each configured guide targets one or two pages and includes version, last-tested date, controlled links, task steps, do/do-not boundary, decision route, record to update, and escalation owner. Prefer stable text and links over screenshot-heavy instructions.

Guide 1 — Brand and Claims

Guide control: Partner/model {{PUBLIC_BRAND_NAME}} / {{MODEL}} · Signed scope/build {{SIGNED_SCOPE_VERSION}} / TBD · Guide version TBD · Owner {{PARTNER_PROJECT_OWNER}} · Controlled sources/links TBD · Access role TBD · Last tested TBD · Next-review trigger TBD · Status NOT CONFIGURED

Use this when: reviewing public wording or requesting a content change.

Five common tasks:

Locate the current brand guide and BR-07 messaging architecture.
Classify content as COPY, FACT, CLAIM, LEGAL, INTEGRATION, or ASSET.
Locate exact approved claim wording and channel scope in active EDU-01.
Trace source IDs in EDU-07.
Submit a new/change request through EDU-02; archive superseded wording.

Do: use exact approved expressions and current versions. Do not: borrow credentials, broaden claims, publish from memory, or treat supplier copy as partner authority. Record: EDU request/registry/source and asset version. Escalation: {{CLAIMS_APPROVER}} / {{PARTNER_PROJECT_OWNER}}.

Guide 2 — Website and Inquiry Flow

Use this when: checking or reporting a website/content/form/booking issue.

Five common tasks:

Identify current staging/production version and rollback record.
Verify contact/CTA facts against approved variables.
Run mobile, keyboard, link, form, and metadata checks.
Submit a fictional inquiry/booking and confirm partner routing.
Classify a defect versus a new page, feature, integration, or content change.

Do: test with fictional data and preserve evidence. Do not: edit an Atlas master, publish unresolved slots, or create a false success state. Record: WEB QA/issue/change record. Escalation: partner administrator then {{ATLAS_PROJECT_OWNER}} for Atlas-configured defects.

Guide 3 — GoHighLevel and Booking Administration

Use this when: managing an inquiry, booking, pipeline task, message, opt-out, or basic access issue.

Five common tasks:

Find/create the correct test/contact record and owner.
Move a record through approved pipeline stages.
Book, reschedule, cancel, and document a no-show.
Verify approved confirmation/follow-up and reply ownership.
Apply opt-out/suppression and confirm no further optional sends.

Do: use named accounts, approved fields, fictional TEST records, and an authorized partner-controlled test destination; remove test data on the recorded schedule. Do not: use customers/prospects for testing, import unverified lists, add sensitive fields, expose secrets, or assign customer response to Atlas. Record: CRM/contact/task/calendar/suppression evidence. Escalation: {{CUSTOMER_SUPPORT_OWNER}}; system defect through partner to Atlas/vendor.

Guide 4 — Customer Support and Escalation

Use this when: a customer request or exception requires classification and routing.

Five common tasks:

Create/locate the case and minimum required record.
Classify routine, booking, payment, vendor, privacy/data, product/professional, or incident.
Assign the accountable partner owner.
Use the selected OPS-05 SOP and named external route.
Record next update, disposition, closure, or block.

Do: keep customer communication with the partner and preserve minimum evidence. Do not: provide medical/legal judgment, improvise product answers, or treat blocked SOPs as active. Record: OPS case/vendor/incident record. Escalation: {{CUSTOMER_SUPPORT_OWNER}} and the configured OPS owner.

Guide 5 — Launch, Handoff, Access, and Support

Use this when: reviewing readiness, activation, access, handoff, support, or a requested change.

Five common tasks:

Read Ready/Conditional/Blocked and Atlas Delivery Status separately.
Locate integrated-test evidence and rollback/disable owner.
Verify partner admin/recovery and Atlas access-removal trigger.
Locate accepted deliverables, open dependencies, exports, licenses, and renewals.
Submit a support issue; classify included defect/how-to versus change/external issue.

Do: preserve limitations and route new work through change control. Do not: call external readiness certified, promise recovery/results, or extend support informally. Record: TR-11 and HO-01→06 records. Escalation: {{PARTNER_PROJECT_OWNER}} / {{ATLAS_PROJECT_OWNER}}.

Release check

[ ] All links point to current accepted/configured files.
[ ] Each guide matches the delivered model and systems.
[ ] Last-tested date and owner are recorded.
[ ] No secret, live customer data, unapproved claim, or unsupported screenshot appears.

Certification

Complete every module, then take the assessment. Your certificate states your role and scope — it certifies you for the work your role covers, and nothing beyond it.

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