In-Office PCC Support Menu   

Every Legacy provider is granted up to 40 hours of PCC coverage per week, Monday–Friday. Adding an in-office PCC does not reduce that total — it redistributes how those 40 hours are covered across both in-office and virtual PCC’s throughout the week. Your in-office PCC and virtual PCC never work on the same day.

Provider Communication

• Morning & evening check-ins with Virtual PCC via TigerConnect — designated channel only

• Flagging important client updates to provider

• Delegating medically related questions to provider

• Portrait reminders, updates, and announcements

• First point of contact for provider support during scheduled hours

Client Communication

• Monitoring and answering phone lines and text messages

• Sending medical registration links and reminders

• Assisting with registration for new clients

• Professional, warm, and on-brand tone in all client interactions

• Following Quo communication standards

Scheduling

• Booking appointments — treatments, follow-ups, events

• Managing reschedules, cancellations, and schedule gaps

• Editing provider availability and appointment types

• Appointment reminder customization

• Assisting with booking deposits and cancellation fees

In-Studio & EHR

• Client check-in and check-out

• Room preparation and turnover support

• Reward redemptions (Aspire, Allé) during scheduled hours only

• EHR reference for provider/client questions

• Medical registration review, clearance updates, and MedOps communication

• Portrait-assigned meetings and training during scheduled hours

✅ In Scope

• Client check-in, check-out, and registration

• Room prep and turnover support

• Reward redemptions during scheduled in-studio hours

• Phone, text, and scheduling support

• EHR data entry, clearance updates, MedOps communication

• Portrait-assigned meetings and training (during scheduled hours)

• Provider communication via TigerConnect support channel outside of working hours for tasks and visibility and during work hours if PCC is not in office. EOD recaps for Virtual PCC Turnover for the following day.

✗ Out of Scope

• Marketing, social media, (PCC will determine, based on personal bandwidth, if there’s time to incorporate these)

• Personal errands or driving the provider or clients

• Beauty Bank management or membership enrollments

• Refund processing or discontinuing client care

• Financial decisions or practice growth strategy

• Tasks that constitute personal or assistant type services

• Any task not in Portrait's PCC Support Framework including janitorial requests outside of maintaining a clean and neat workspace

When in doubt about whether a task is in scope, ask before assigning it. Scope violations are subject to the provider conduct policy (Section 5). Contact Paola via TigerConnect or submit a ticket if you're unsure. Regular check-ins will be scheduled with the PCC to ensure they are not functioning outside the scope determined by Portrait.

Schedule

• Coverage runs Monday–Friday only, 8 hours MAX. No weekends. If an in-office PCC works on a weekend a Provider may lose a day or two of Virtual PCC coverage. No Portrait-recognized national holidays. Must follow state labor laws.

• In-office and virtual PCCs never work on the same day.

• Virtual fills remaining weekdays automatically — Portrait manages that scheduling.

• Part-time = max 24 hrs/week. Full-time = 25–40 hrs/week. These caps are firm.

• You set your in-office PCC's scheduled days. Portrait handles the rest.

Communication

• All work communication goes through TigerConnect — designated support channel only. No personal phone numbers.

• Non-Portrait PCCs (Option A) must have their own user for our main platforms.

• No contact outside scheduled working hours through any channel. After-hours attempts are logged as violations.

• Do not use the priority message feature outside a medical emergency.

• Paola and Sydney are included in your support channel at all times.

In-Studio Safety

• Your PCC is never in the studio when you are not present — non-negotiable without prior written agreement.

• Your PCC has the right to decline being in the studio alone. You may not pressure, require, or penalize them. And it may not exceed 1-2 hrs.

• Approved exceptions (delivery acceptance, equipment retrieval) require mutual written agreement via TigerConnect or email before the visit. PCC must be clocked in.

• Each exception requires specific advance approval — there are no standing exceptions.

Overtime — Your Cost

• Any overtime accrued by your in-office PCC is deducted from your monthly payout as a line item.

• Overtime = over 8 hrs in a single day, or over the weekly cap (24 hrs PT / 40 hrs FT).

• Providers who consistently generate overtime risk having Option B revoked.

• Overtime is never the PCC's fault — it is always a provider management issue.

Scope of Work

• PCCs support your practice — they do not grow it. They may assist with: Marketing, outreach, and social media. Should be handled based on overall workload.

• No personal errands, driving, non-clinical tasks, or personal services.

• Beauty Bank, memberships, discontinuing client care, and refunds are Provider responsibilities.

• Portrait-assigned meetings and training occur during scheduled hours — do not deprioritize them. In some cases these may be mandatory.

Employment Authority

• Portrait-hired PCCs (Option B) are Portrait employees. You are not their employer, manager, or director.

• You cannot terminate, dismiss, or informally end the arrangement with a Portrait PCC.

• Submit all concerns in writing to Paola, Sydney, or Mariela. Verbal complaints cannot be acted upon.You may be asked to complete a written incident report.

• Portrait makes all final employment decisions. Your documented concerns are input — not the decision.

Part-Time In-Office PCC’s

• Virtual coverage restores automatically for that day at no additional charge.

• Notify Portrait Operations via ticket or TigerConnect as soon as possible.

• For planned OOO: submit at least 5 business days in advance.

• For same-day callouts: notify via TigerConnect as early in the morning as possible.

Full-Time In-Office PCC’s

• Virtual coverage is NOT active by default — it must be requested.

• Notify Portrait Operations via ticket or TigerConnect immediately.

• Portrait will confirm availability — same-day restoration is not guaranteed.

• If your PCC is well enough to work from home (not using PTO), that can be arranged between you and the PCC directly. Virtual coverage will not be provided in this case.

Half-day absences: coverage is not provided for the remaining hours regardless of arrangement. Coverage is also not available on national holidays or Portrait office closures. Exceptions: days when you are also OOO, or if you have opted out of coverage.

Add-On

Monthly Cost

When It Applies

PT Virtual Upgrade

$1000/mo

PT in-office provider who wants virtual coverage upgraded to full-time on non-in-office days

PT Virtual Add-On

$1000/mo

FT in-office PCC — want PT virtual running on top of full-time in-office coverage.

FT Virtual Add-On

$1,500/mo

FT in-office PCC — want FT virtual running simultaneously every day.

Dual Function Day — Monthly

$1000/mo

In-office + virtual both active same day, up to 3 days/week. Requires clear scope split. Tier 1+ only.

Dual Function Day — Ad Hoc

$250/day

Single-day dual coverage. Max 8 ad hoc days/month. Submit via ticket 2 business days ahead.

Strike

Level

What Happens

Strike 1

Written Warning

Formal written warning issued and documented in your provider file. You must acknowledge receipt in writing. Mandatory call with Sydney and Mariela to reset expectations. No financial consequence at this stage.

Strike 2

Formal Notice + Financial Review

Formal notice issued. Portrait may apply a financial penalty (one month's PCC cost deducted from payout) or place you on a 30-day probationary period. PCC reassignment may occur.

Strike 3

PCC Benefit Suspension

Immediate suspension of PCC benefit. Transition to Option A or lose PCC access entirely. Program fit review initiated, which may result in termination from Legacy.

Zero-Tolerance

Immediate Escalation — Bypasses All Strikes

Harassment, discrimination, or hostile behavior toward a PCC. Off-the-clock work demands. Retaliation against a PCC for reporting a violation. Action: immediate escalation to Sydney + Mariela. Potential same-day PCC removal and program review within 24 hours.

How to Submit a Concern

• Submit all concerns in writing — via ticket, email, or TigerConnect — to Paola, Sydney, or Mariela.

• Verbal complaints alone are not sufficient and cannot be acted upon.

• Clearly describe the specific behavior or incident, including dates and any supporting documentation.

• You may be asked to complete an incident report.

What Happens After You Submit

• Portrait acknowledges receipt within 2 business days.

• Portrait conducts an internal review — may include speaking with the PCC and reviewing TigerConnect logs.

• Portrait targets a response or action plan within 10 business days. Complex concerns may take longer.

• Portrait will not share employment decision details. You will be informed of whether the concern has been addressed.

Attempting to informally dismiss, exclude, penalize or pressure a Portrait PCC outside this process is a policy violation. Financial liability and employment consequences rest with Portrait — providers who circumvent this process will be held responsible for those costs.

Paola Cordero

Legacy Department Manager

Sydney Reddig

Director of Legacy Operations

Mariela Worthington

Director of Growth

• Daily questions & concerns

• PCC scope clarification

• Option switching requests

• Concern submissions (first stop)

• OOO coverage notifications

• Onboarding & offboarding requests

• Strike 1 mandatory call

• Formal escalations (with Mariela)

• Final employment decisions

• Program fit reviews

• Program-level policy questions

• Strike 1 mandatory call

• Formal escalations (with Sydney)

• Final employment decisions

• Growth strategy & program-level policy questions

Primary channel for all day-to-day support: TigerConnect — designated support channel. For formal requests, account changes, and escalations: Portrait ticketing system. Sydney and Mariela are always contacted together for formal disciplinary matters and employment decisions.