Ops
Can a member coach in the 30 day grace period after their expiration?
No. (No access to app, etc.)
When do you go over "Profile Your Palate"?
In 3rd Appointment, switching to Reboot Reduce Step 2
Ideally, how long should a member be in each Adapt Step?
1 Week
Where do you find the monthly retention email?
Knoxville Market Resources> BD> Monthly Retention Email
Who and how often do we respond to Journey App messages and Zenoti texts?
Everyone and ASAP
How soon do we call a no show?
8 minutes past member's schedule time
Who do you send timecard corrections to?
Casey H. (Farragut)
By what percentage does activity increase when going through the each Adapt phase?
10%
Where do we find upcoming events (BD, etc.) within the market?
Knoxville Market Resources> Events
How do you submit an IT ticket?
1) Profile Connect> IT/Systems Resources > Submit A Ticket
How far in advance should PTO be requested?
30 Days
How often should we fill out Progress Reports for each member?
Every 6 weeks
What are the activity requirements for Reboot Reduce?
What are their options if exceeding requirement?
Up to 150 minutes of moderate intensity OR 75 minutes of vigorous.
Reduce activity or schedule with a Perform certified coach to assess and switch.
Where can you find what products are on backorder?
Knoxville Market Resources> Product Information> Backordered Products
When ringing up a member that has points towards their next purchase, how do we redeem these?
Payment options>points> add payment
What is the first step after a cancellation or no show?
1) Coach follows up via email same day as appointment
2) Contact next day to reschedule if not heard back
On average, how much should a member in Reboot Reduce spend monthly?
400 minimum
At what point do we calculate Sustain Calories?
When member begins Adapt phases
If you're unsure of what column a member goes under in the member success tracker, what resource can we use?
Member Success Tracker SOP
When checking out a member that is due a FREE Box and the 10% discount, which discount should be applied to the invoice first?
10% then the FREE box
During a no show, cancellation, and/or downtime; give 3 things you can fill that time with.
1) Make sure offices are stocked (scales WITH batteries, New Member Folders)
2) Retention
3) Stock shelves, freezer
4) Work on Social Media ideas for Elyse
How soon in advance do we switch from Reboot Reduce to Balance before a surgery?
2 weeks
When a member reaches Sustain, how many calories do we add each week to reach their Sustain calorie goal?
200
Where can you find MSP scheduled events?
MSP Wellness Sharepoint> scroll to bottom
Tell me how to troubleshoot the Bluetooth scale.
1) Check to see if phone Bluetooth is turned on
2) Check to see if Settings>Profile App> Bluetooth is on for specific app
3) If legacy member, make sure old scale serial number is deleted out