A concierge system, disguised as a CRM.
Luxora runs on GoHighLevel, but our team should never feel like they're operating a marketing tool. Every stage, tag, and message was built to keep the experience calm, personal, and administratively airtight.
What the system does
Captures leads, qualifies them, books consults, coordinates labs and prescriptions, bills memberships, handles cancellations, and routes support — end to end.
What it does not do
It is not the medical record. It does not diagnose, interpret labs, or approve treatment. Anything clinical is handed to a person via an internal notification.
Who touches it
Concierge, Sales, Clinical Coordinators, Providers (limited), Billing, Support, and Marketing — each with minimum-access permissions.
How change happens
Every workflow, form, dashboard, and template follows the LUX naming convention so anything in the account can be identified by department and purpose at a glance.
Four rules that override any workflow.
- Premium
- Sophisticated, calm, personal, discreet. Never mass-market, never promotional.
- Clear ownership
- Every record has an owner, a pipeline stage, a next action, and a next-action date.
- Automation with oversight
- Automation coordinates admin. It never diagnoses, prescribes, interprets, or promises eligibility.
- Minimal PHI in messaging
- No diagnoses, symptoms, lab values, or medication history in SMS, email, tasks, or AI summaries. Use neutral statuses like 'Provider Review Required'.
One journey, nine deliberate steps.
Read this section first. Everything else in the SOP is scaffolding for the arc below.
- 01
Inquiry
Lead arrives via Ava (AI voice), the AI chat agent, a form, referral, ad, or manual entry. Source tag is applied immediately.
- 02
Qualification
Administrative checks only: state of residence, age, area of interest, availability, membership interest, communication preference.
- 03
Consultation booked
Calendar hold + booking confirmation + reminder cadence (24h, 3h, and 15-min).
- 04
Intake & consent
HIPAA acknowledgment, telehealth consent, and the relevant assessment (Longevity, Weight, Hormone, etc.).
- 05
Provider review
Provider sees the record in the approved clinical view. Status becomes 'Provider Review Required' — never a diagnosis in the CRM.
- 06
Labs & treatment plan
Lab ordering, completion tracking, and treatment-plan-ready routing happen through neutral status fields and internal bell notifications.
- 07
Prescription & fulfillment
Pharmacy submission, confirmation, shipment, delivery, and refill-cycle calculation — all administrative status only.
- 08
Membership & retention
Billing events, renewals (30/14/7/3/day-of), cancellation handling, and VIP concierge touches.
- 09
Support & escalation
Any distress, clinical, or emergency signal breaks automation and creates a task for a human, immediately.
Four pipelines. That's the whole map.
Every opportunity in the account lives in one of these four. If you can't place a record on the map, ask before creating a new stage.
New Member
8 stagesPrescription Coordination
6 stagesMembership Renewals
6 stagesPatient Support
4 stagesForty-four workflows, grouped six ways.
Every workflow is named LUX | {Department} | {Purpose} | V1. Tagging and pipeline stage changes are what drive them — you rarely trigger one manually.
Sales & Booking
- New lead intake & instant response
- Consult booked / rescheduled / canceled
- No-show recovery
- Post-consult follow-up
- Closed-lost recycling
Clinical Ops (admin only)
- Intake & consent reminders
- Lab order sequence
- Labs received routing
- Provider review notification
- Treatment plan ready
Fulfillment
- Pharmacy submission
- Confirmation follow-up
- Shipment & delivery
- Refill cycle calculation
- Medication delivered
Membership & Billing
- New member onboarding
- Failed payment recovery
- 30 / 14 / 7 / 3-day renewal cadence
- Cancellation handling
- VIP concierge touches
Support
- New support request
- Escalation to supervisor
- Resolution & satisfaction
- Follow-up needed
Growth & Upsell
- IV Therapy invitation
- Peptides / GLP-1 interest nurture
- Executive physical
- Referral thank-you
Note
The bell icon is the safety valve
Ava can book. Ava cannot diagnose.
Both the AI voice agent (Ava) and the AI chat agent are scoped to administrative and informational tasks only.
Allowed
- Answer general information about services
- Capture contact details and interest
- Book, reschedule, or confirm consultations
- Route to the correct human on request
- Send links (booking, intake, membership)
Never
- Diagnose or suggest a diagnosis
- Recommend, adjust, or refill medication
- Interpret lab results
- Promise eligibility, outcomes, or pricing
- Handle emergencies beyond the approved script
Important
Hard escalation triggers
Five views. One version of the truth.
Executive
Top-line growth and revenue. Leads, conversions, active members, MRR, churn.
Sales
Pipeline health, lead source performance, consult booked/held, time-to-first-touch.
Clinical Operations
Administrative throughput: lab orders, lab completions, prescription status counts.
Membership
Active plans, renewals due, past-due, cancellations & reasons, VIP count, upsell revenue.
Support
Request volume, response time, resolution time, escalation rate, satisfaction.
Everything is named so you can read the account at a glance.
| Asset | Example |
|---|---|
| Workflows | LUX | Sales | New Lead Follow-Up | V1 |
| Forms | LUX | Form | Peptide Qualification |
| Assessments | LUX | Assessment | Longevity Intake |
| Calendars | LUX | Calendar | Consultation |
| Pipelines | LUX | Pipeline | New Member |
| Custom Fields | LUX - Membership Status |
| Tags | lux-active-member · interest-glp1 · source-referral |
Minimum access, by design.
No one sees more of a patient record than their job requires. If a role needs more, escalate to the System Administrator — do not clone permissions.
System Administrator
Full account, integrations, snapshot mgmt
Automation Specialist
Workflows, forms, calendars, pipelines, custom fields
Membership Concierge
New Member pipeline, conversations, admin forms
Provider
Relevant patient records, Provider Review stages
Clinical Coordinator
Labs, Medical Consultation, Prescription pipeline
Billing Specialist
Membership status, payments, failed payments, renewals
Support Specialist
Patient Support pipeline, conversations, support tasks
Marketing
Lead source, campaign data, attribution, non-clinical records
When automation stops and a human starts.
Clinical language
Any symptom, diagnosis, lab, medication, or dosage question triggers a human hand-off.
Distress signals
Emotional distress, urgency, or a request to speak to a person — even implied — routes immediately.
Emergency wording
The AI reads the approved emergency script and creates an urgent task with supervisor notification.
What still needs Luxora sign-off before go-live.
This SOP describes what was built. It does not replace legal, medical, or compliance approval.
- 01HIPAA configuration formally reviewed and confirmed.
- 02BAA executed with GoHighLevel if PHI will touch the system at all.
- 03Minimum-access permissions confirmed for every user role.
- 04Final confirmation that no sensitive clinical detail flows through SMS, email, voicemail, or AI agents beyond what is approved.
- 05Final product names and pricing supplied by Luxora — current Payments entries are placeholder structure only.
- 06Explicit decision that GoHighLevel is not the medical record of record and not the financial accounting system of record.
Where the build stands today.
Complete
- All 5 dashboards built and saved
- All 54 communication templates completed
- Lead-source tracking in place
- All 44 workflows published and named to convention
- 7 workflows structurally verified this session
- Global Workflow Settings error-notification behavior meets guide
Outstanding — Luxora side
- Legal, medical, and compliance sign-off
- Final product names and pricing from Luxora
- Optional spot-check of the 37 unverified workflows (Fulfillment & Labs first)