Internal · Staff only · v1 · September 6, 2026
How Danielle, Ryan, Damara, and the desk run a licensed Illinois telehealth program — portal, ops, pharmacy, money, partners, and the rules we do not bend.
Teach from this. Print it. Save as PDF. New hires sign SOP-00 before they touch a queue.
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| Person | Owns | Does not do |
|---|---|---|
| Danielle Alcala — Owner | Policy, partners, money, refund exceptions, staff training, brand voice | Prescribe, invent a dose, approve a partner who skipped the Code |
| Ryan Kent, FNP-BC — Prescriber | Clinical yes/no, labs, video, dose, decline, off-label when indicated | Paste pharmacy orders, run payouts, write affiliate ads |
| Damara Lindabald — Operations | Today queue, pharmacy paste, tracking, messages, refill follow-up | Override a decline, promise a ship date Ryan has not approved |
| Front desk / spa staff | Hand the flyer, QR to tryregenrx.com/start, book in-clinic consults, escalate | Quote a custom price, collect PHI on paper “to be faster” |
Ops login is name + password at tryregenrx.com/ops. Approvals are audited to the person who signed in. Live bible also sits at tryregenrx.com/ops/playbook.
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REGEN RX is Hello Gorgeous PC’s cash-pay telehealth door: weight loss, hormones, peptides, vitamins, skincare, hair, intimacy, and curated stacks. Live site: tryregenrx.com. Phone (630) 636-6193. Clinic: 74 W. Washington St, Oswego, IL 60543.
We are not a research-chem shop, not a nationwide Hims clone, and not insurance. Patients pay product + cold shipping as its own line. Formulation vial checkouts are $25 ship. Curated stacks are $35 ship. Shipping is never commissioned and GORGEOUS20 never discounts it.
Pricing rule: pharmacy wholesale × 2.5 = client product. 90-day product gets an extra 10% off the product only.
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Bookmark these after ops login:
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Patients log in at tryregenrx.com/login. Home is /account: dashboard, subscriptions, orders, prescriptions, messages, settings, progress.
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Default shipper is Formulation Rx via FormuConnect. Copy the Formulation ticket SKU, paste, then mark pharmacy ordered. Staff portal: portal.formuconnect.com
Backup: BoomRx for lines Formulation does not carry (BPC/TB stacks, sheet blends). Patients still hear “licensed compounding pharmacy.”
Live pharmacy APIs stay off until Danielle turns them on. We copy-paste. After ship: tracking number in Orders, one portal message: “Your medication left the pharmacy. Tracking is in your account.”
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GORGEOUS20 = 20% off the first medication order. Shipping excluded. Illinois only. Ryan still decides.
There is no refund button inside /ops/payments yet. Danielle or Damara refund in the REGEN Stripe Dashboard: Payments → search the patient email → the charge → Refund. Paste the Stripe refund id in the chart the same day.
| Situation | Action | Who |
|---|---|---|
| Ryan declines before a prescription | Full refund of the consult/medication charge. Note: reason + next step. | Danielle or Damara. Same day. |
| Duplicate charge / Stripe error | Full refund. Screenshot the Stripe id in the chart. | Damara |
| Cancel after pay, before Ryan reviews | Full refund if no clinical work has started. If Ryan already reviewed, Danielle decides. | Danielle |
| Pharmacy already compounded / shipped | No product refund. Shipping not refunded. Offer a clinical follow-up. | Danielle + Ryan |
| Side effect / they “don’t like it” | Clinical visit first. Refund is not the first tool. | Ryan, then Danielle if money |
| Chargeback | Pull consent, screening, Stripe, tracking. Pause refills until resolved. | Danielle |
| Partial subscription month | No refund for unused days unless Danielle writes a courtesy credit. | Danielle |
Do not keep medication money for an Rx that will not be written.
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Public: tryregenrx.com/affiliates. Apply + Code of Conduct v2 (v2-2026-09-06). Cookie 30 days. Hold 14 days. Payouts on the 15th. $100 minimum. Referral fee only — never tied to a prescription. Active window for tier: 45 days.
| Tier | Active patients | Rate on collected medication |
|---|---|---|
| Starter | 1–4 | 10% |
| Growth | 5–9 | 15% |
| Pro | 10–19 | 20% |
| Elite | 20+ | 25% |
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Read this bible. Shadow one Today queue. Watch Ryan decline someone. Recite the non-negotiables. Sign: I will not prescribe, I will not promise a result, I will not put PHI in a text thread.
Confirm Illinois residency and adult status before checkout help. Affiliates: 21+. Out of state = spa menu or waitlist, not a “friend in Illinois” workaround.
Patient completes start → screening → consent → Stripe. Staff may sit with them at the iPad. Staff does not fill medical answers for them. GORGEOUS20 is typed by the patient on the payment screen.
Only Ryan (or a covering Illinois-licensed prescriber Danielle has named in writing) clicks Approve. Four attestations must be true. Thin history = labs or video.
Decline is a clinical act. Refund the medication charge the same business day. Give one next step. Do not let them re-enter a different start door to dodge the first chart.
Formulation first. BoomRx backup for uncovered blends. Paste exact ticket names. Patients do not get pharmacy portal passwords.
Reply in-app. Goal: same business day; four hours on clinical “I feel unwell.” Chest pain, severe allergy, suicidal talk: 911 / ER language immediately, then Ryan.
A paid refill is another consult. Auto-pay is not a standing order to ship if Ryan would not prescribe today.
Document in the chart the same day. Ryan decides hold / stop / ER. Danielle is told if it could become a complaint or pharmacy recall.
Danielle only. Code of Conduct v2. No PHI. No paying a partner for a specific Rx. Pause first, terminate for medical claims, minors, or brand bidding.
Allowed: Illinois NP-directed, cash-pay, compounded not FDA-approved, Ryan decides, shipping as shown at checkout, stacks are a request. Forbidden: “same as Ozempic guaranteed,” “you’ll lose X pounds,” “we always approve,” pharmacy brand names to patients, BoomRx in public copy.
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Spa guest asks about peptides: “That’s REGEN RX — Ryan reviews every request. I can start you at tryregenrx.com/start or text you the link. It’s Illinois-only and not a guaranteed prescription.”
They want a price on the phone: “Published menus are on the site. Product plus cold shipping — $25 on most vials, $35 on curated stacks. If Ryan does not prescribe, we refund. I won’t quote a custom stack off the top of my head.”
They want it faster: “Ryan still has to review. I can see you in Today’s queue and make sure the chart is complete. I cannot skip the consult.”
Partner asks for patient names: “We can show you clicks and commissions. We never share who started which medication.”
Refund ask after ship: “Once the pharmacy has compounded and shipped, we don’t refund the vial. Ryan can review how you’re feeling and whether we continue. I’ll open your chart.”
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Week 1: Messy charts, people paying and disappearing, a few declines. That is success if Ryan’s notes are clean and refunds are same-day. Do not chase volume.
Month 1: Damara should run Today without Danielle in the room. Danielle only hits Partners, refunds, and exceptions.
Month 2–3: Refills start. This is where programs die if auto-pay ships without a look. Protect the refill review like a new consult.
How you know it’s working: time-to-Ryan-review under 1–2 business days, every decline refunded, every approved order has a pharmacy id, messages answered, no BoomRx on the public site, partners on v2 only.
Escalate to Danielle immediately: press, attorney letter, pharmacy recall, staff arguing with Ryan’s decline, a partner posting a dose, a minor in the funnel, a Stripe flood of chargebacks.
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Fifteen minutes, Mondays. Danielle runs it. Damara brings the queue. Ryan brings anything clinical that scared him.
Owner scoreboard: review under 2 business days · declines refunded 100% · pharmacy id before the patient asks · same-day “I feel unwell” · no BoomRx in public copy · partners on v2 only.