Exhale Essentials
Who should you email if you're looking to reserve a room outside your standard availability/schedule?
Taylor Q! If you are offering in-person sessions outside of your availability, you must contact Taylor in advance to confirm room availability.
True or false: Only clients without insurance are eligible for our sliding scale program?
True - In the past, we have been exceptionally lenient with this requirement, making exceptions for clients if/when their insurance runs out, however, moving forward, we are looking to add more structure to the sliding scale program, and this is one of the changes folks can anticipate.
When offering clients a sliding scale rate, what is the lowest fee that the admin team will offer?
$50. While this is the lowest fee at present, we will be revisiting this as we work to revamp our sliding scale program.
What month did Ashton join our team?
August 2025
How many community workshops did we host in 2025?
5 (Not including our postpartum therapy group)
What time and date are invoices due?
Every other Monday, 2 pm at the latest.
Quick! Your client emailed you to late cancel their appointment for tomorrow, what must be included in the session comment?
Date, reason for the cancellation, whether or not we're charging for the late cancellation, your initials.
How much does Exhale spend on marketing on a monthly basis?
Approximately $10,000.00 Marketing is an extremely important part of our continued growth and success as a clinic. We are committed to keeping your schedules full!
How many student interns has Rachel supervised since starting with Exhale?
14
How many Pay in Kindness sessions took place in 2025?
121
Name three ways that the admin team tries to fill your schedule? Bonus: Which one is the most lucrative.
New inquiries, waitlist pulls, sooner list. (Sooner list as the most lucrative)
What do you do if your client has not completed their intake and/or consent forms on the day of their first appointment?
In the past, we have allowed clients to fill out their intake paperwork in the waiting area. However, in the interest of exceptional client care, we are shifting this expectation and ask that moving forward, clients be guided into the session space so that the intake and consent forms can be completed collaboratively.
We would also accept "fill them out in the waiting room" as this was our old procedure.
How many non-billable sessions took place across the clinic last year?
755 (2.8% of all client bookings)
What is our newest clinical team member's name and designation?
Jocelyn Eckert, RP
Who created and facilitated the Exhale Book Club? Bonus: When is our next book club scheduled to take place?
Taylor G. Our next book club hasn't been scheduled yet! We would like to take some time to revisit this topic and better understand team needs before booking another meeting date!
How often should you be checking Slack?
As often as you check your work email! Slack is used for quick, in-the-moment communication (ex. letting team members know if Owl is down, reminding folks of upcoming team events, celebrating team wins, sharing resources, etc). It is expected that team members check Slack to stay up to date on various events and ongoing events in the clinic.
How long should you wait before calling a client if they are not in the waiting room (virtual or in-office) at the time of their appointment?
5 minutes, maximum! If you're working in person, you can notify admin that your client has not arrived and ask for their support in reaching out. If you are working virtually, it is your responsibility to call your client (on privacy mode). If they don't pick up, you would then reach out to admin and ask them to make a second contact attempt. Following this, if the client still hasn't been reached, the admin team will follow-up with the client via email.
How many client sessions took place across the clinic last year?
21,525
Name all eight of our administrative team members? Bonus: Who has been with Exhale the longest?
Soj, Madison, Steph, Brooke, Rachel, Tash, Daniela, Taylor (Bonus: Taylor, September 2021)
Name 3 possible initiatives that team members can sign up for in service of community involvement.
Team webinar, blog posts, Instagram series, community workshop, intern welcome committee
What is the default setting for email notifications to clients (how many hours in advance of their appointment will they receive a reminder email?)
72-hours! While we only require 48-hours notice to avoid late cancellation fees, our default setting in Owl provides email notifications 72-hours in advance. With three days notice, we do not offer a grace period for late cancellations. Providing anything less than 48-hours notice will result in the full-late cancellation fee being charged.
How long must an appointment be missed by to be considered a ‘No Show’?
20 minutes!
How many active clients do we have currently?
2170.
What does NS stand for?
Natasha Symonds.
How many clients are currently a part of our Sliding Scale program?
170 (approx)