On-Call Rx SOP Portal

Admin Hub (Management & Owners)

A. Platform Overview

A01: What is On-Call Rx?

A clear, non-technical understanding of the On-Call Rx system and how its parts connect.

  • Introduce the brand: On-Call Rx is a white-label version of Nu Health Rx, offering virtual healthcare services under your branding.
  • Workflow Diagram: Website → WooCommerce/Affiliate → GoHighLevel → Healthcare Backend.

A02: Roles & Permissions

Clarifies what each role can access.

Role System Access Level & Purpose
Management & Owners WP/Woo Administrator: Full access.
Sales/Support WP/Woo Shop Manager: Limited to Orders, Customers.

B. WordPress & WooCommerce

A11: Log in + Tour of Dashboard

How to log in and navigate the dashboard.

  1. Go to `yourdomain.com/wp-admin`.
  2. Enter credentials and log in.

On-Call Rx SOP Portal

Admin Hub (Management & Owners)

A. Platform Overview

A01: What is On-Call Rx?

A clear, non-technical understanding of the On-Call Rx system and how its parts connect. This is an orientation, not a click-through tutorial.

  • Introduce the brand: On-Call Rx is a white-label version of Nu Health Rx, offering virtual healthcare services under your branding.
  • Customer-facing site: The WordPress website is where members sign up, choose plans, and log in.
  • Membership Handling: WooCommerce powers payments, plan management, and subscriptions.
  • Affiliate Capability: The WooCommerce Affiliate Plugin tracks partner referrals, commissions, and payouts.
  • CRM & Automation: GoHighLevel manages the customer database, automated drip campaigns, payment reminders, and scheduling.
  • Medical Backend: All patient calls, prescriptions, and doctor assignments happen through the Virtual Healthcare Backend via an API link.
  • Workflow Diagram: Website → WooCommerce/Affiliate → GoHighLevel → Healthcare Backend.

A02: Roles & Permissions

Clarifies what each role can access, following the principle of least privilege.

Role System Access Level & Purpose
WordPress/WooCommerce
Management & Owners WP/Woo Administrator: Full access to manage content, memberships, orders, affiliates, reports.
Sales/Support WP/Woo Shop Manager: Limited to Orders, Customers, Subscriptions for support tasks.
GoHighLevel (GHL)
Management & Owners GHL Admin: Full access to oversee pipelines, campaigns, and communications.
Sales/Support GHL User: Limited to Conversations, Calendars, Contacts for daily tasks.
Other
Affiliate Partners WP Affiliate Plugin Affiliate: Access to their dashboard only to track referrals and earnings.
Medical Staff Healthcare Backend Provider: Full access to clinical tools. Not accessible to non-medical staff.

B. WordPress & WooCommerce

A11: Log in + Tour of Dashboard

How to log in and navigate the WordPress dashboard.

  1. Go to \`yourdomain.com/wp-admin\`.
  2. Enter your username and password.
  3. Arrive at the Dashboard, the control center for the site.
  4. Tour the left-hand menu: WooCommerce, Products, Analytics, Affiliate, etc.
  5. Use "Screen Options" (top right) to customize your view.
  6. Log out via your profile in the top-right corner.

A12: Managing Products & Membership Tiers

How to view, add, or edit membership plans in WooCommerce.

  1. Navigate to \`Products → All Products\` in the WordPress dashboard.
  2. Search for and click on a product to edit.
  3. Update the product name, description, and price in the "Product data" box.
  4. Select \`Simple Subscription\` or \`Variable Subscription\` and set the billing period.
  5. Click the blue \`Update\` button to save changes.

A13: Orders, Refunds, Cancellations & Prorations

How to manage orders, process refunds, and cancel memberships.

  1. Go to \`WooCommerce → Orders\`.
  2. Search for and open a specific order.
  3. Click the \`Refund\` button, enter the amount, and process it via the payment gateway.
  4. To cancel, find the \`Related Subscriptions\` box, click the link, and choose \`Cancel\` from the actions dropdown.

A14: Subscriptions (Pause, Resume, Failed Payments)

How to manage member subscriptions, including pausing, resuming, and handling payment issues.

  1. Go to \`WooCommerce → Subscriptions\`.
  2. Search for a specific subscription and click to open it.
  3. Use the \`Subscription Actions\` dropdown to \`Suspend\` (pause) or \`Reactivate\` a subscription.
  4. For failed payments, review "Order Notes" for the cause and contact the customer to update their card.
  5. You can manually \`Reactivate\` once payment info is updated.

A15: Coupons & Promo Codes

How to create and manage promotional codes.

  1. Go to \`Marketing → Coupons\`.
  2. Click \`Add coupon\` and define the code (e.g., WELCOME20).
  3. Under the \`General\` tab, set the discount type (percentage, fixed) and amount.
  4. Use \`Usage restrictions\` and \`Usage limits\` tabs to control how the coupon can be used.
  5. Click \`Publish\` to activate the coupon.

A16: Customers Tab (Find, Edit, Impersonate)

How to manage customer profiles.

  1. Go to \`WooCommerce → Customers\`.
  2. Search for a customer and click their name to view their profile.
  3. Click \`Edit\` to update their information or reset their password.
  4. If a user impersonation plugin is installed, you can \`Login as User\` to troubleshoot issues from their perspective.

A17: Analytics (Sales, Subscriptions, Churn)

How to track performance using WooCommerce Analytics.

  1. Go to \`Analytics → Overview\` for a summary of sales, orders, and refunds.
  2. Use the \`Subscriptions\` tab to track MRR, new sign-ups, and cancellations (churn).
  3. Check the \`Customers\` tab for new vs. returning customer data.
  4. Set the date range at the top right to filter reports.
  5. Click \`Export\` to download data as a CSV file.

A18: Content Updates (Posts, Pages, Banners)

How to update website content.

  1. For blog updates, go to \`Posts → Add New\` or edit an existing one.
  2. For static pages (like "About Us"), go to \`Pages → All Pages\` and click \`Edit\`.
  3. To change homepage images or banners, use \`Appearance → Customize\` or your site's page builder.
  4. Upload new images or documents via \`Media → Add New\`.

C. Affiliate Program (WooCommerce Affiliate Plugin)

A21: Create Affiliate Programs

How to set up different affiliate programs (e.g., for dealers vs. independent reps).

  1. Go to \`WooCommerce → Affiliates → Programs\`.
  2. Click \`Add New Program\` and give it a clear name (e.g., "Dealer Program").
  3. Set the commission structure (percentage or flat rate) and cookie duration.
  4. Assign eligible products and configure payout rules.
  5. Click \`Publish\` and assign affiliates to the program via the \`Affiliates\` tab.

A22: Set Commissions, Tiers, and Custom Coupon Links

How to customize affiliate earnings.

  1. Edit a program to set the base commission rate.
  2. If supported, create \`Commission Tiers\` to reward top performers with higher rates based on sales thresholds.
  3. To link a coupon, go to \`Marketing → Coupons\`, create a new code, and assign it to a specific affiliate under the \`Affiliate Linkage\` section.

A23: Approvals, Compliance Notes, and Deactivations

How to manage affiliate accounts.

  1. Go to \`WooCommerce → Affiliates\` to view all affiliates.
  2. Find users with \`Pending\` status, review their application, and change their status to \`Active\` to approve them.
  3. Add private notes to an affiliate's profile to track compliance issues.
  4. Change an affiliate's status to \`Inactive\` or \`Banned\` to deactivate their account.

A24: Payouts & Reports

How to export reports and pay affiliates.

  1. Go to the \`Reports\` or \`Payouts\` tab in the affiliate plugin.
  2. Set the date range and review the earnings for each affiliate.
  3. Click \`Export\` to download a CSV for accounting.
  4. Reconcile commissions against completed orders, removing any refunded sales.
  5. Process payments via your chosen method (e.g., PayPal) and mark affiliates as paid in the system.

D. GoHighLevel (GHL)

A31: Quick Tour of GHL

Familiarize admins with the GoHighLevel interface.

  • Dashboard: High-level overview of leads and pipeline value.
  • Conversations: Unified inbox for all customer SMS, email, and chats.
  • Calendars: Schedule appointments and manage team availability.
  • Contacts: The main customer database.
  • Opportunities: Visual sales pipeline to track leads.
  • Marketing: Manage email/SMS campaigns and automations (Workflows).

A32: Pipelines & Stages

How to manage leads in the GHL sales pipeline.

  1. Go to \`Opportunities\` and select the "On-Call Rx" pipeline.
  2. The columns represent stages (e.g., New Lead, Contacted, Member Active).
  3. Drag and drop customer cards from one stage to the next as they progress.
  4. Click on a card to open the contact's profile and update their details or add notes.

A33: Drip Campaigns & Missed-Payment Reminders

How to manage automated follow-ups.

  1. Go to \`Marketing → Workflows\`.
  2. Open a workflow (e.g., "New Member Onboarding") to review its steps (emails, SMS, delays).
  3. Check the \`Trigger\` to see what starts the automation (e.g., a tag is added).
  4. Click into any step to edit the message content or timing. Click \`Publish\` to save.
  5. Locate the "Missed Payment" workflow to see how payment reminders are handled.

A34: Calendars & Availability

How to manage appointment scheduling.

  1. Go to \`Calendars\` to view all appointments.
  2. Switch between Day, Week, and Month views. Owners can see all calendars, while team members see only their own.
  3. Click a time slot to add an appointment manually.
  4. To adjust availability, go to \`Settings → Calendars\`, select a calendar, and set the working hours and breaks.

A35: Reputation & Reviews Workflow

How to request and manage customer reviews.

  1. Go to \`Reputation\` to see the reviews dashboard.
  2. Click \`Request Review\` to manually send a request to a customer via email or SMS.
  3. Review the "Review Request" workflow under \`Marketing → Workflows\` to see how requests are automated.
  4. Respond to incoming reviews directly from the dashboard.

A36: Reporting You Should Check

Key reports to monitor in GHL and WooCommerce.

  • Weekly: Check WooCommerce Analytics for sales/subscriptions and GHL Reporting for leads/pipeline value.
  • Monthly: Check WooCommerce for top products/customers and GHL for funnel conversions and review ratings.
  • Export reports from both platforms for record-keeping.

E. Backend/API Health & Ops

A41: How Visit Requests Flow to Backend

Understanding the data flow from member signup to a processed visit.

  1. Member signs up on WooCommerce.
  2. An API call sends the new member's data to the healthcare backend, creating a patient account.
  3. Member receives login details for the healthcare portal.
  4. Member logs into the portal and requests a visit.
  5. The request appears in the backend for the medical team to process.

A42: Common Sync Issues & How to Escalate

How to troubleshoot data sync problems.

  1. Issue: New member not in backend. Check the WooCommerce order status is "Completed".
  2. Issue: Profile details missing. Correct the info in WooCommerce and manually re-trigger the sync.
  3. Escalate if: API sync fails repeatedly or logs show unknown errors. Gather member name, order number, and screenshots before contacting tech support.

A43: Monthly Close Checklist

A repeatable monthly process for closing out operations.

  1. Financials: Export sales/subscription reports from WooCommerce and commission reports from the affiliate plugin. Process affiliate payouts.
  2. Marketing: Export lead/campaign reports from GHL.
  3. Backups: Run a full database backup of the WordPress site and export all contacts from GHL.
  4. Compliance & Health: Check for failed payments, ensure cancellations are synced, and update plugins (after backup).

F. Security & Compliance Basics

A51: Passwords, MFA, User Offboarding

Best practices for account security.

  • Enforce strong, unique passwords for all admin accounts.
  • Enable Multi-Factor Authentication (MFA) on WordPress and GHL.
  • When an employee leaves, immediately deactivate their user accounts in all systems to offboard them securely.

A52: Handling PHI-like Info in Support

Guidelines for handling sensitive information.

  • Do: Use secure systems (like the healthcare backend) for any communication involving health details.
  • Don't: Discuss Protected Health Information (PHI) in insecure channels like standard email or non-compliant chat tools.
  • Maintain audit trail habits by documenting all support interactions within the appropriate system (e.g., GHL notes).

Sales & Support Guide

S1: Product & Plan Primers

A simple breakdown of each membership plan for sales and support teams.

Core Offering: All plans include virtual visits, prescription management, and provider messaging.

  • Single Plan: For one individual. Price: $189/month.
  • Couple Plan: For two adults. Price: $220/month.
  • Family Plan: For multiple family members. Price: $249/month.

S2: The End-to-End Customer Journey

The customer journey from signup to first virtual visit.

  1. Signup: Customer chooses a plan on the website and pays via WooCommerce.
  2. Activation: Subscription becomes active, customer receives a welcome email.
  3. First Login: Customer logs into their account on the main website.
  4. Portal Access: Customer clicks "Access Portal" to enter the secure healthcare backend.
  5. First Visit: Customer requests their first virtual visit through the portal.

S3: Onboarding Call Script (5–7 min)

A script for guiding new customers through their first experience.

  1. Greeting: Welcome the customer and confirm they have a few minutes.
  2. Confirm Email: Ensure they received the welcome email with login details.
  3. Login Walkthrough: Guide them to log in at \`on-callrx.com/my-account\`.
  4. Dashboard Tour: Show them their membership details and the "Access Portal" button.
  5. Portal Demo: Explain that the portal is for all medical activities.
  6. Closing: Let them know how to contact support and wish them well.

S4: Troubleshooting Library

Quick fixes for common customer issues.

  • Payment Failed: Guide customer to update their card in \`My Account → Payment Methods\`.
  • Didn't get email/SMS: Check their contact info in WooCommerce/GHL and resend. Ask them to check spam.
  • Can't log in: Use the "Lost your password?" link on the login page or reset it for them in WordPress.
  • Visit request not found: Escalate per A42 after checking the API sync log.

S5: How to Open, Document, and Close a Support Ticket (with GHL)

Process for managing support tickets in GoHighLevel.

  1. Open: When a customer contacts support, create a new \`Conversation\` or \`Opportunity\` for them in GHL.
  2. Document: Add notes to the GHL contact record detailing the issue and steps taken to resolve it.
  3. Close: Once resolved, update the opportunity stage to "Closed" or add a "Resolved" tag to the contact.

S6: Customer Retention Plays

Strategies for retaining members.

  • Win-back Automations: Create a GHL workflow to automatically email customers who cancel, offering a special discount to return.
  • Upgrade Offers: Set up an automation to offer family plans to couples after a certain period, or offer other relevant upgrades.

Affiliate Partner Guide

F1: Join the Program

How prospective affiliates can sign up for the program.

  1. Go to the affiliate signup page on the website.
  2. Fill out the registration form with personal and payment details.
  3. Agree to the Terms & Conditions and submit the application.
  4. Wait for approval (1-3 business days).
  5. Receive a welcome email with a login link to the affiliate dashboard.

F2: Affiliate Dashboard Tour

A tour of the affiliate dashboard.

  • Home: Earnings summary and performance graph.
  • Referral Links: Get your unique tracking links.
  • Coupons: View any custom coupon codes assigned to you.
  • Reports: Track clicks, conversions, and commissions.
  • Payments: View payment history.
  • Creatives: Download approved marketing materials.

F3: How to Get Your Unique Links & UTMs

How to create trackable links for specific campaigns.

  1. In your affiliate dashboard, go to the \`Referral URLs\` tab to copy your main link.
  2. Use the \`Custom URL Generator\` to create a link to a specific product page.
  3. Add UTM parameters (e.g., \`&utm_source=facebook\`) to your link to track campaign sources in your own analytics tools.

F4: Creatives & Where to Download Them

Where to find pre-approved marketing materials.

  1. Log into your affiliate dashboard and navigate to the \`Resources\` or \`Creatives\` section.
  2. Browse available images, banners, videos, and copy templates.
  3. Click to download the materials you need for your promotion.
  4. Always use approved creatives to stay brand-compliant.

F5: Commission Structure & Payout Schedule

How and when affiliates get paid.

  • Commissions are earned on completed sales and are reversed on refunds.
  • Payouts are processed monthly (e.g., January earnings are paid in February).
  • A minimum payout threshold (e.g., $50) must be met.
  • View pending and past commissions in the \`Payments\` tab of your dashboard.

F6: Compliance Rules

What affiliates can and cannot do.

  • Allowed: Social media posts, email marketing, blogs, paid ads to your own audience.
  • Not Allowed: Bidding on branded keywords (e.g., "On-Call Rx"), making false medical claims, using unapproved logos.
  • A disclaimer must be included in all promotions (e.g., "As an affiliate, I may earn...").

F7: How to Request a Custom Coupon or Landing Page

How to get unique marketing tools.

  1. Contact the affiliate manager via email or the support section of the dashboard.
  2. Provide your affiliate ID and details of your request (e.g., desired coupon code, campaign details).
  3. The manager will review the request and, if approved, create the coupon or landing page for you.

F8: Reading Reports & Improving Conversion

How to use data to make smarter marketing decisions.

  1. In your dashboard reports, monitor Clicks, Conversions, and Conversion Rate.
  2. If you have high clicks but low conversions, refine your sales copy or request a custom landing page.
  3. If you have low clicks but high conversions, work on increasing traffic.
  4. Test different creatives and simplify the path to purchase to improve your conversion rate.


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