How We Do Front of House

Walk into most medical offices, and what do you find? A receptionist. Someone whose goal is to ensure you get accurately checked in or checked out.

Helpful experience? Sure. Memorable experience? Hardly.

And that’s how we’re different. When you walk into our practice, you don’t find a receptionist. You find Front of House Coordinators, and our goal is markedly different.

Our Front of House team strives to create the most (fill in this blank) experience of a person’s entire day. And here’s how we do it…

Surprise & Delight

As Front of House Coordinators, we are the front line of service. 
Our voices are the first to be heard and our faces the last to be seen. 
The expectations we set with a patient reflect on our entire team.

Above all else, we strive to be remembered. 
We accomplish this by intentionally creating “Surprise & Delight” moments with every single patient.

How? By having a repeatable process that we can customize for each patient’s experience. Just like the bellhop at Ritz Carlton hotels who asks very intentional questions of a guest between the lobby and their room.

For us, here’s what this process looks like… (needs to be created)

Our Responsibilities

Since our roles are so unique, there is often a little confusion about what we are specifically responsible for—so allow us to offer some clarity!

Check-In Coordinator
As the Check-In Coordinator, I am the first team member’s face that a patient will see. It’s my responsibility to immediately disarm our guests and greet them warmly.

After making certain they have the proper paperwork in-hand to be filled out, I ensure each of our guests are comfortable and know what to expect as a next step.

I’m also responsible for maintaining the aesthetics of a significant portion of our office. Seeing as how we are an aesthetic practice, it’s an important role that I take great pride in owning.

Check-Out Coordinator
As the Check-Out Coordinator, my voice is the first to be heard over the phone and the last to be heard as a patient departs.

It’s my responsibility to help our guests get what they want as quickly as possible, while establishing a relational connection. That could include answering the phone within 2 rings, booking appointments, or answering questions via text or live chat.

I’m also responsible for setting our team up for success while moving patients from the front office to the back office. This includes preparing documentation and sending team alerts.

Lastly, similar to the Check-In Coordinator, I own a large portion of the office in regards to maintaining aesthetics.


We have been given many faux-titles and responsibilities over the years, many of which have prevent us from accomplishing our #1 priority: establishing and maintaining contact with the patients who need our service.

Therefore, we have to be proactive about guarding ourselves from distractions that make us ineffective. Here are a few that have come up often which take our attention away from serving our cosmetic patients.

Team Gophers
Does your whole team need someone to go pick-up Starbucks? Feel free to ask if we would like something, but please don’t get upset when we can’t make the pick-up.

Amazon Order Takers
Managing orders for an entire office simply isn’t manageable, especially from a cost-savings perspective. At our office, team leaders are responsible for all Amazon orders.

Labs and Pathology
We love to take ownership over medical record requests! But please send all labs and pathology requests/reports through our wonderful Clinical Team.

Insurance Care Coordinating
There are few calls that are more time consuming than insurance calls, often taking as many as 20 minutes a piece. It’s just not possible to serve our team or guests while taking these extended calls. Therefore, if an incoming insurance call is going to take more than 2 minutes, we transfer that call to Carol or a PCC (specifically for breast reduction inquiries).

Chart Filing
We’re always happy to help file, but accountability of chart filing falls to the Clinical Team.

Chart Retrieval
Sometimes the team needs a chart that is down in storage. Since leaving our desk for several minutes would abandon the reception areas, we depend on the help of our team to retrieve those charts for us.

Skin Provider Follow-Up Scheduling
In the past, we have done our best to handle the scheduling of follow-up appointments for providers. Not only has this been an overwhelming process in the midst of check-out, but it’s also been ineffective. Simply put, when it comes to medical care, we’ve found that patients listen to providers more than us 🙂

So there you have it! How we do what we do up at the Front of House. We love you and are honored to serve you and our patients.

Front of House Team, out. ✌🏽

How We Do Staff Surgery

As a member of our team, we would love for you to have surgery at a discounted rate! Here are all the details you’ll need to know…

Who Is Eligible?

All full-time team members who have been full-time for at least 12 months are eligible.

What Steps Should You Follow?

If you would like to be considered for a cosmetic procedure, the first thing you need to do is get approval from your team leader. Once approved, a consultation must be schedule through the Patient Care Coordinators.

What To Expect

If you are determined a candidate, you will be provided a quote at full cost for the procedure, as given to all standard patients.

You will also receive a discounted quote, in which the surgeon’s fees, OR fees, supplies, and anesthesia will be priced at a discounted rate based on your work schedule.

The surgery and pre-op appointment will be scheduled by the Patient Care Coordinator, who will confirm with your team leader that the timing is reasonable.

Team Member Cost

Under this benefit, the amount you will pay $500 per scheduled hour of surgery.

Time Off for Procedure and Recovery

You will need to use your Paid Time Off, which includes getting approval from your leader on timing.


Any necessary revisions you may need within 12 months of surgery will be provided at no cost.


Any team members getting surgery agree to meet with the Marketing Team within 3 days of their initial consultation to determine the best way to share their story in exchange for the discount.

If You Leave the Company

If you voluntarily leave the practice within 12 months of having your surgical procedure, you agree to pay the pro-rated amount of the full/standard surgical quote based on the number of months remaining before 12-month endpoint—less the discounted amount paid prior to surgery.

Download Team Member Signature Page

Appointment Reminders

We’ve all received them from various businesses… text messages asking us to confirm that we are still able to make our appointment.


Of course, nearly all of these systems are automated. And that’s exactly why we don’t use them.

The Problem with Automation

Now if you’re at all familiar with the way we typically go about things, it may surprise you to hear that we despise something that’s automated. After all, we use hundreds of automations as a part of day to day operations.

But here’s why automated appointment reminders are something we intentionally shy away from…


The first problem with automated appointment reminders is that they sound, well, automated. Because of the regulations around SMS/MMS messaging, companies are required to include copy that allows patients to opt out of messaging.

“To opt out text STOP” said no human, ever.

Intentional roadblocks

Of course, since there isn’t an actual human behind the communication, responding is often impossible—which is absurd.

This leaves the patient intentionally roadblocked, and they have to jump through hoops to speak with someone. Talk about horrendous customer service.

Unanswered Questions

Even in the event of a confirmed appointment, patients often still have a couple of questions they need answers to. Once again, they can’t simply respond to get the help they need.

How We Do It

As of part of their opening checklists, every morning our wonderful Front of House team sends out a two-way text message to patients who have appointments in three business days.

In the event that a patient confirms, they are marked as such in our EMR software (currently NexTech). If they haven’t responded within a couple hours, we begin calling until a confirmation is nailed down.

All the while, a patient is able to respond to the same number at any point and get queued up for a response from our team.

Does this process take more time and effort than automating? Yes. Does it create a world-class patient care experience? Absolutely. And that’s what matters most.

Partner Benefits


  • Body:

    • Free consultations & 30% off (surgeons fee) all cosmetic surgeries

  • Face:

    • 40% off skincare treatments (i.e. lasers, chemical peels)

    • 25% off Botox + Xeomin

    • 30% off facial fillers

  • Non-Surgical:

    • 10% off CoolSculpting (And we already have the lowest price in town!)



    • 25% off

  • salon blu

    • 30% off

  • PLUM Atelier Hair

    • 30% off services & retail

    • 25% off smoothing systems, xtreme lash extensions & hair extensions

  • altered aesthetics

    • 50% off

  • Burn bootcamp - west raleigh

    • $125/per month

  • swagger gifts

    • 15% off


    • 50% off

  • renaissance dental

  • midtown yoga

    • 40% off

How We Do MedSpa Treatments

At Skin Raleigh, it’s important to us that our team has the opportunity to enjoy treatments we perform here in office.

We hope that by providing the parameters below, it will empower you to feel comfortable asking about services that you may be interested in.

All full-time team members are given the gift of:

  • Botox/Xeomin treatments at no charge. (Yearly retail value of ~$2,900)

  • One Skincare treatment (of any kind) OR one syringe of filler. (Yearly value range of $150-$900)

  • 50% off any additional treatment or retail item at Skin, including SHINE!

Note: If you have already started a Laser Hair Removal series, you can finish it at no charge.


If you are a model for a training, the treatment is complimentary.

Scheduling a Treatment

First, you should not go directly to a provider to ask for treatment. 

To schedule a treatment, follow these simple steps:

  • Email your team leader and copy Alex Harris to get approval

  • Look at the provider’s schedule to find open times that work for you and the provider

  • Send Alex Harris and your team leader the time would you like to be treated.

  • Email your team leader with your plan to have your responsibilities covered while in your treatment.

  • Once your team leader approves your plan, email your whole team and tell them when you will be getting treatment

All treatments should be documented by the provider in Nextech billing as they would a regular patient.

How We Do Work Schedule

As a company, our team is made up of individuals in all walks of life: moms, dads, future grandparents, and world travelers, just to name a few.

We also have a Core Value of Work Is Family, and we are committed to creating a flexible career schedule for all of the demands that the different seasons of life place on each of us.

Part of that commitment includes allowing our team to have more options for their working just week than the standard "5 days and 40 hours."

The Basics

Below, you will find a matrix to help you understand what gets included or excluded in the three different options our team members have, as well as the minimum number of acceptable working hours per day for each option.

Screen Shot 2018-07-24 at 9.14.47 AM.jpg

What About Pay?

It's important right? This topic gets it's own section, because we want to make sure there isn't any confusion around it.

If you decrease the number of days you work, you should also expect a decrease in pay—even if your working hours are comparable.

Here’s why: You are important and valuable. You wouldn’t be here if you weren’t. And replacing you, even one day a week, is not easy. If your job is a five days a week job and you do it 4 days a week, the business has to hire someone to fill that last day and there will be things that don’t happen as well as they would if everyone knew everyone else was here every day.

In other words, even if you replace your hours, there will be tangible and intangible burdens on the business and your team that have to be included in the equation. This is not, in any way, intended to discourage flexible scheduling, just to be real about the give and take.

The Process

If you are considering switching from one work schedule to another, there are some basic steps to guide you during your exploration phase:

  • Start with a conversation with your team leader, letting them know you are considering moving to a different schedule.

  • Present a practical plan of action for how your responsibilities will be covered during the days you are not in the office.

  • Allow adequate time for your team leader to discuss your plan of action with the Leadership Team.

  • Based on whether your needs align with the business and team needs, you will be informed if your request to change schedules is approved.

Important Note: Knowing what to expect is an aspect of our business that allows our team to serve patients with excellence. That being the case, we do not bounce back and forth between these schedules on a regular basis.

Said differently, we don't pick one option one week, and one option a different week. Switching schedules should be viewed a big deal, and should only be done with planning and intentionality.

The Way We Do Marketing

The Way We Do Content Strategy

The phrase “Content Strategy” has been used in a lot of different ways–and I'm not even confident the way we use it is technically correct. Therefore, I must define it, so we’re all on the same page.

When I say Content Strategy, I’m referring to how we decide:

  • What written, filmed, or recorded content we are going to create

  • Why it will improve someone’s life

  • When it will be created

  • Who is going to create it

  • Where we are going to distribute it

  • Which action we hope it will create

  • What we’re going to measure

  • How we are going to reuse it

So instead of this remaining theory, here’s a real-life example of how we created our longterm Content Strategy for Eden Knows Implants.

If you are unfamiliar with Eden Knows Implants, it was created by Jenny Eden, and Jenny‘s ultimate desire is for women to come into our practice for a consultation about breast augmentation.

Two Types of Content

At the risk of oversimplifying, we split all different types of content into one of two buckets:


Bucket A 

Bucket A is where 99% of all types of content live. This is content that probably isn’t going to create the most exciting result. It’s not intended to cause someone to take your expensive, primary call-to-action. 

Instead, this content needs to be warm, interesting, and endearing. It exists to show people your heart, to show them you care for them, and that you are here to make their lives better. That’s why we call it “Life-Giving Content.”

Don’t hear me wrong. I’m not saying it should be “fluff.” It should still add value, it’s just not a heavy hitter in terms of creating revenue. Most importantly, the goal of Bucket A is to get people interested in the content which lives in Bucket B.

Bucket B

Bucket B contains all of your most powerful pieces of content. Said differently, the specific pieces of content which cause people to take a significant action. We like to call this “Catalytic Content” around our place, because this content causes stuff to happen.

This content generates your most serious leads and causes people to move further down the sales pipeline. It helps move people from one stage of your User Experience Map to another, and it often produces some sort of “sale.” Catalytic Content is where you should spend the majority of your focus when it comes to effectiveness and intentionality. 

Do you remember the “choose your own adventure” books from when you were a teenager? More often than not, there were two types of endings: Success and Failure. Your Catalytic Content should do exactly the same thing. It should put someone on multiple, predetermined paths which either lead them to the life-change you are offering, or to a place where you say, “We’re not the best fit for you.”

At Davis and Pyle, all of our Catalytic Content should lead to “Book A Consultation” (even if it takes 2 or 3 different touch points), because the consultation is where we can serve a potential patient in making the best decision about their goals.

Below, you will find our matrix of Catalytic Content for Eden Knows Implants and it’s congruent service, breast augmentation, at Davis and Pyle. “Sources” refers to where a user came from, and “Targets” refers to other pieces of Catalytic Content which we give the user an option to explore next.

BA Sources and Targets.jpg

If you’re new to a matrix like this, it’s easier to follow than it initially looks. Here’s an example of a possible user path:

  • Bucket A content to Boobie Steps Page

  • Boobie Steps Page to How I Picked My Surgeon

  • How I Picked My Surgeon to BA Landing Page

  • BA Landing Page to Schedule Consult

But wait…

Why then wouldn’t we just always send people directly into Bucket B? Because that would be a total a-hole thing to do! 

Every piece of content in Bucket B asks people to do something. And if all you ever do as a marketer is ask people to do something, then you’re an a-hole. When Gary Vee says, “Marketers ruin everything,” you’re the person he’s talking about if that’s the way you choose to communicate with people in need.

As a marketer, when you ask someone to do something, you are cashing in a portion of the influence which you must have previously deposited. Bucket A is content that makes a deposit, and Bucket B is content that makes a withdrawal. So you better make sure you’ve got enough cash to cover your ask.

How We Develop Life-Giving Content

So now that we have a shared language for Life-Giving Content vs Catalytic Content, let’s dive a little deeper into how we use both in regards to Eden Knows Implants.

What written, filmed, or recorded content are we going to create, and why will it improve someone’s lives?
In our opinion, the most important thing about Life-Giving Content is ensuring that the subject matter actually matters. In other words, making sure the right people will receive a significant amount of value from the content itself.

That’s why we use two methods to determine our topics:

  • Crowdsourcing

  • Advanced Keyword Targeting

Said differently, we never write a piece of content that isn’t based on a question that people are asking. So every week, we collect questions from Eden’s different audiences. And every month, we mine for keywords.

Then, we select 4 to focus on during the next week, keeping a balance between our four main subjects:

  • Breast Implant Basics

  • Prepping for Surgery

  • Recovering from Surgery

  • Life with Implants

Also, since women with breast implants are all going through the process of “figuring out their new figure” as Jenny says, she also asks her tribe to pick an article of clothing they want her to review.

When will it be created, who is going to create it, and where are we going to distribute it?
We have found that if we don’t have a written plan for when new content is going to be created, it too easily falls by the wayside.

Here’s what a typical cycle looks like:

  • Week 1 Thursday: Jenny sends our writer the four questions we’re focusing on for the week following next, along with keyword phrases and the direction she would like to see the articles go.

  • Week 2 Thursday: Our writer returns the articles to Jenny for edits and approval, then Jenny sends the articles to our surgeons to add their thoughts.

  • Week 3 Tuesday: Our Marketing Team schedules the articles to go live the following week on Eden Knows Implants.

  • Week 3 Wednesday: Jenny films/edits videos about three topics.

  • Week 3 Thursday: Jenny films/edits videos about one topic and her clothing review. Videos are sent for transcription.

  • Week 3 Friday: Transcription returns, and videos are scheduled by the Marketing Team to post the following week on Eden Knows Implants, YouTube, IGTV, Bustmob, Facebook, and Eden’s weekly newsletter—along with Davis and Pyle’s Instagram, Facebook, and monthly newsletter. They also create a reminder on Jenny’s calendar for when the videos will post so that she can create an Instagram Story letting her tribe know about the article/video.

Which action do we hope it will create?
One of the most desirable actions we hope people will take with Eden Knows Implants content is to sign up for Jenny’s 30-day email series, Learn the Basics of Breast Augmentation. It’s the first step in Jenny’s plan, and it really helps get new people plugged into her tribe.

Additionally, during Jenny’s editing process, she intentionally looks for strategic ways to naturally point users to a piece of Catalytic Content. (Sometimes it works out, sometimes it doesn’t.)


What are we going to measure?
Every Friday, we do a stand-up meeting where the Marketing Team presents how the previous week’s Life-Giving Content cumulatively performed:

  • Video views

  • Article views

  • New subscribers

  • Catalytic content clicks

Additionally, they present how each of our Catalytic Content pieces have performed over the last week:

  • Views

  • Desired actions taken by percentage of visitors

Side note: We are huge fans of A/B testing, and it’s the primary way we continually improve all of our Catalytic Content.

I realize I’ve left a couple of gaps in the process above, but my hope is that it gives you the really clear picture that content strategy doesn’t happen by itself. It’s something we must invest in and pay close attention to.

Everything HSA

What is an HSA?

According to Health Equity, an HSA (Health Savings Account) paired with an HSA-qualified health plan allows you to make tax-free contributions to an FDIC-insured savings account.

What does that mean? It means that you have the opportunity to have an account where you can use the money within that account, for a majority of your medical expenses. To top it off, Dr. Davis & Dr. Pyle give you a contribution to get it started! Thats right, you read that right. Dr. Davis & Dr. Pyle as owners, give each of us $2,000 to put in our HSA to help us start saving and growing interest on our HSA. 

For some of you, this may sound familiar while for others you are just learning everything about an HSA. Below is the link to Health Equity, where you can use this as a reference with any questions or concerns. The website contains videos, lists and articles that will help you understand it more & more.

HSA Tutorials

To get you started with your HSA, there are 2 things you will run into first. Which are:

  • How do I sign up?

  • I went to the doctor, but now what?

Below are 2 videos that our team as put together for you. Take time and review them and use them as a reference while learning your HSA. 

Sign Up


2019 Update

Each year the HSA (Health Savings Account) limit can increase. For 2019, the new limits are $3500 for people with individual plans and $7000 for people on family plans. 

This is great news!  If you would like to maximize your tax savings, you can contribute up to those amounts directly from your paycheck. 

There is a maximum per pay period that you can contribute and you can calculate that amount here.

There is more information here, but these are the basics:

    • You can contribute money into your HSA without paying income taxes on it. That makes those dollars 20-30% more valuable!

    • You don’t pay taxes on any interest earned.

    • You don’t lose the money each year if you don’t use it, it rolls right over to the next year!

bonus tip:

To get the most out of the tax benefits at the end of each year, you can contribute to your HSA for the prior year as long as you complete the process before the tax filing deadline. This does not apply to any payment made via payroll but you can still transfer directly from your bank account for 2018! Here’s how:

  1. Log into your

  2. Click “Health Care Summary Report” in the left-hand menu to find the total out-of-pocket expenses you’ve had for medical claims in 2018.

  3. Subtract the amount you’ve personally contributed this year (not including what Dr. Davis and Dr. Pyle have contributed) from your total out-of-pocket expenses.

  4. Whatever the result is, log into your Health Equity HSA account and contribute that amount towards your 2018 limit before filing your 2018 taxes (up to $3,450 for singles and $6,900 for families)

  5. Withdraw the money you just contributed as soon as it’s posted to your HSA account.

Submitting a Creative Request Form

Have an idea for a form or visual but just not sure how to bring it to life? Meet your new best friend, the creative request form! This is incredibly useful as a designer, as it helps to figure out exactly what the client wants to accomplish.

Answer thoughtfully, but don’t feel like this is your only chance to talk out your ideas; progress check-ins and critiques are vital for me throughout the design process.

  • Once you’ve filled it out, feel free to bring this by the marketing office or send it right to my inbox:

Can’t wait to see what we create together!

Pumping at Work

Where to pump?

If you have chosen the breastfeeding route for you and your baby, we want to continue to support you. We totally understand that it is important to you as you continue to be their nutritional provider!

Within our practice, we have created a room that you can have access to that is private and comfortable for you to pump. There is a room within Skin Raleigh, that has be designated as a multifunctional room. With that being said, you do need to keep in mind, there will be other people needing the room for other things. A calendar has been created for everyone on the team to block out time periods throughout the day, as they need it. 

Make yourself comfortable in there. Relax girl, your body has some work to do! Let your body focus on your milk production. Watch videos of your baby, hear her/his voice, or listen to something calming in headphones. Take this time to let your body work it's magic.

I know your next question is probably; “So, where can I keep my milk for the rest of my work day?” 

We have a designated shelf in the fridge at Skin Raleigh! Your milk is safe there for the rest of the day! Everyone at Skin knows what that shelf is for, so no one will throw anything out. 

As a side note; remember - fed is best! Breast milk and formula will help your baby grow. Don’t beat yourself up if you come back to work and your milk production goes down! We are here to support you and please let us know if there is anything we can help with! 

In order to block the room for pumping, take a look at the steps below to get your calendar set up!


Adding the Video Room Calendar to Outlook on Windows:

• Click Calendar Icon

(located on the bottom left of your Outlook)

• Once your Calendar opens up, at the top of the window screen select

               - Home

               - then click Open Calendar

               - then click From Room List

• A window will open up you will select, Video Room (if it is not there, just type it in and it will pop up)

• Add by clicking Rooms, followed by OK

• You will now be able to video the calendar on the side of your screen. To view the calendar, make sure the box is clicked (and un-click to un-view)


Adding the Video Room to Calendar to Outlook on Mac:

• Click Calendar on the left sure of the window

• Click Tools

• Click Accounts..

• Select your exchange account on the left side of the Accounts window

• Click Advanced..

• Click Delegates

• Click the plus “ + “ icon below the box labeled “People I am a delegate for..”

• Enter Video Room and click Find

• Select Video Room then click OK

• Click OK again

• Close the Accounts window

• In your list of Calendars, tick the box next to Video Room to view it.


Meet Nana

Where do you even begin when it comes to being pregnant? Do you google your answers? Maybe. Do you read a book? Probably at some point. Do you have someone you can go to with questions and encouragement in your work place? Yes, yes you do! 


Meet Nana.

Nana is one of our very own team members! Some refer to her as Natalie (her actual name), others know her as Natdawg, but you can refer to her as Nana Nat.  She has kids of her own & is a working mom. So, to say that she knows a little bit about what to expect and what to plan, is a fair statement. Nana will be your biggest cheerleader in the next 9 months of your life, here at work! Along with your partner, family and friends, Nana also wants what is best for you and your baby.

Make time to start preparing to meet with Nana. Take a look at some things to keep in mind:

  • Questions & Answers
    Bring all the questions you have! Start thinking short term and long term. A lot of these questions will be discussed with Nana, but it's so good to start wrapping your mind around it all. It will be good to discuss this with Nana as she may have advice or thoughts to answer your question. 
  • Bring your templates!
    Before your chat with Nana, take a look at the templates and bring them with you. Both of you will go through these and see what your deadline and realistic goals may be along the way. 
  • Relax.
    Don’t be nervous to open up. It's a natural feeling that everyone goes through. Please come to Nana with your experiences, she just wants to help! If you want to cry, then let it out - Nana has tissues. 

One more thing you can trust Nana for..your privacy. She gets it. We get it. Pregnancy is hard, becoming a mom is hard, working with a newborn is hard, period. Please feel free to come to Nana with whatever it may be. If there are things you don’t want to share with everyone, she’s got your back. 


Each Trimester

It’s official, there is a little baby creating a home inside your belly! This journey will be full of emotions, bumps in the road (and your belly) & questions. I want to be here to help you along the way. 

Creating deadlines and goals for yourself is important in so many different ways. For example, your bills have a deadline, you may have given yourself deadlines at work to finish a project, financial goals and even personal goals. Why not set some goals up throughout your pregnancy. There are some key things that you should keep in mind as you reach each trimester of your pregnancy. 

First Trimester:

Now that it is truly official, whats next? Do you just wait for these 9 months to go by until you have a newborn in your arms? No mama! It’s time to start planning this rollercoaster ride. The first trimester can be challenging. You're tired, you're emotional, you're nauseated, but you're also excited and overwhelmed with support and love! There are a few things that I would recommend you start thinking about.

  • Start your prenatal vitamins if you haven’t already! 
    Do your research and find a kind that is best for you! Be sure to start taking these as soon as you find out you're pregnant. These vitamins will help your baby grow as well as give you some daily vitamins too!
  • Talk with your doctor!
    Your doctors appointments can become so routine to both you and your physician. Take the time to ask him/her all the questions you have! If you are taking any routine medications, ask if they are still safe to take while pregnant. Also, if your job has any harsh chemicals, radiation or heavy lifting, be sure to express that concern as well. This is your chance to get everything out on the table so you can do what is best for you and your baby!
  • Insurance
    Starting your research with your insurance company will become easier in the long run, if you start that now. 

Second Trimester:

Yippie, your 4 months into your pregnancy! How are you feeling!? Let me guess, hungry, tired, slightly getting anxious but still beyond thrilled! You have had people touching your belly that you may or may not have given permission to.  You also have people that light up with joy when they see your pregnant belly come through the door. I am one of them! The enjoyment of pregnancy goes beyond just the mom, it spreads to everyone as we each get more excited to see you grow into the wonderful mom that you will become. 

It is now time for you to start making a plan for your work load both before and after your baby’s arrival. In other words, start planning your maternity leave. It is important that you think about what all your plan needs to involve. 

Your maternity leave plan should be established and approved by your team leader by the end of your second trimester! Don’t let this get away from you! It will help you relieve work stress for both yourself and your team. Trust me, the more details that are figured out - the easier it is for you to walk away and trust your team that your job duties are in the right persons hand. 

A few other things that I would recommend you focus on this trimester are:

  • Continue to edit and adjust your Maturity Leave Plan
  • Read a book! I know, I know - a book isn’t going to make anything easier. But - I say give it a chance. You may be surprised at how much a baby book prepares you! I was!
  • Do your research on Pediatricians. Who do you want as your baby’s doctor? Ask your friends in your area for their feedback. 
  • Do you have any thoughts or desire to breastfeed your baby? If so, look into getting your breast pump through your insurance. Ask Nana, she will help you!

Side Note: Breastfeeding is hard, period. Ask any mom out there - they will agree. You are still an amazing mom if you choose to formula feed your baby. 

Fed is best!

Third Trimester:

Congratulations, you have now been carrying around your belly for about 7 months. It’s heavy, right?! Can you see your feet anymore? Don’t worry - its probably best that you don’t see the swollen stumps that are holding you up! You're starting to have more doctors appointments, things are starting to get ‘real’ and you may honestly be more nervous than you ever have been. Good news, it’s okay! 

Not only have you made it into your third trimester, you have also earned a new parking spot at work! You go girl! You deserve it! Walking is hard with extra weight so Dr. Davis and Dr. Pyle want to treat you to a covered parking spot in the parking deck where you can have a shorter walking commute! 

Since you are experiencing more of the struggle and fatigue of pregnancy, make time to communicate with your team leader and Nana on how your appointments are going. Make adjustments to your schedule if you need to with the approval of your team leader. Do you plan to work until something happens or do you plan to take some time off before your due date? These things will be covered in your maternity leave plan, but its helpful to know you have the resources. 


You're now 9 months pregnant, buckle up buttercup - its show time! 


Returning to Work

Congratulations, you are now a working mom! I know, it’s hard - but the team at Davis + Pyle and Skin Raleigh will help make your days away from your little one, much more bearable. 

Coming back to work after an extended time away is such a challenging transition. We all know coming back from a vacation can be tricky getting back into the swing of things. Now just imagine, being away for 3 months, lack of sleep and a newborn at home! Don’t worry, we got you girl. 

The first week you return to work, we want you to ease yourself back into things. Consider this your ‘buffer’ week! Don’t stress yourself if you're running a few minutes behind because you need a few more kisses or there was a diaper blow out. Take this week to see what works with your schedule. We understand that getting out of the house may take a few more extra steps. Not every morning, or night, will go as planned. Take this time to find what works for you and your baby’s schedule. Everyone will be supportive of you and offer their help! Keeping your team included on your adjustment will help you find ways to be better while allowing them to help you along the way! 

In order to make this transition smoother for you, I would suggest you taking time during your buffer week, to schedule 2 meetings. The first meeting would be with your team leader. That way, they can catch you up on any changes that have occurred while you were away. The other meeting would be with the other person who you work along side with. So much can happen in 3 months so it will be helpful for you and your team to talk it out. 

It gets easier momma! I am not going to lie, you will have hard days at times but you will find your groove. At least you have this great team to come to work with everyday while your away from you're little one.



Insurance + Pregnancy

Anything that has the word insurance in it, can be overwhelming and scary. It is easy to put your guard up by saying, “It doesn’t make sense to me, so I will deal with it later.” Well good news, this is where Davis + Pyle helps guide you along the way. The question is, what should I expect when it comes to insurance during pregnancy and childbirth?

Within your visits to your OBGYN, you will likely meet with someone in their insurance department. This appointment usually happens fairly early in the process. At this appointment, you will discuss the financial portion of your insurance and what you will owe along the way. It would be helpful for you to ask your OBGYN practice when they start taking payments. Why would you ask that? Well, some practices will accept all the out-of-pocket payment at once, after the baby is born. On the other hand, some will ask for a monthly deposit starting within the first few months of your pregnancy.  We don’t want for you to be shocked by any surprise expenses so we encourage you to ask ahead of time!

These monthly payments will also be added to your hospital bill. There is a chance (a small chance) you will get some money back, due to your hospital bill, when the time comes.  What does that mean? If your monthly payments exceed the total of your hospital bill, you will get the difference back. However, if your monthly payments do not cover all of the hospital bill, you will receive a bill with the remaining balance that you owe. All of that will be discussed with the insurance department at your OBGYN. Once you receive your hospital bill in the mail, you can absolutely put it on a payment plan if needed. Follow the steps on your bill to handle this as needed. 

In addition to the insurance for yourself, you will also need to make accommodations for your new baby to be covered with health insurance. Once you receive their Social Security Card in the mail, you can then call your insurance provider and add them to your plan. You will receive new updated cards in the mail from your insurance provider with the child's name on it.  Your pediatrician will likely ask if you have their insurance card as you start going to your doctors appointments, just tell them you have not received it in the mail. When you do get it, just show them at the next appointment you have! 

Suggestions on how to keep up with your insurance card:

  • Take a picture on your phone - that way you always have it! As a new mom, the chances of you forgetting something at home between the diapers, wipes, and baby, is high! So, having it on your phone for you will be helpful! It will also allow you to text it to your husband, your parents or anyone that may need it as they may take your child to any appointment, if needed. 
  • Let your husband/partner have a copy of it
  • Keep one on you at all times

Maternity Leave

The Way We.. 

Support Maternity

We believe that Work is Family. When members of our team choose to grow their families at home we’re here to help make that life changing transition as seamless as we can.

In a practice made up of 87% women, pregnancy and maternity  is a common, joyful occurrence around here.

Because we wanted to make our maternity related processes better and ensure that it was sustainable for the business at the same time, we formed a group of women representing all different parts of the business who met over a series of weeks to identify struggles of maternity, parenthood, and work/life balance. Through feedback from the group and collaboration from our senior leadership team, we developed our way to maternity.  

Our maternity leave policy provides each team member 6 weeks of paid maternity leave with the option to take an additional 6 weeks of maternity leave unpaid, totaling in 12 weeks home with baby.   

Meet Nana. Our Guide to Life's Major Changes

In meeting, we realized that one of the main things we were missing for our team was a “go to” for all things maternity and frankly for any life changing events. This is where “Nana” was born. Nana is one of our team members who can serve as a go-to for resources regarding all things maternity. She will point each team member to the resources on this site and after it’s been reviewed will have a scheduled meeting with each expecting team member. During this meeting she’ll help answer any additional questions they may have and offer suggestions that may help them along the way.

Planning Your Maternity Leave + Your Return

When it comes to planning leave, the roles at our office are dramatically different therefore there is no “one size fits all” maternity plan for each person to follow. Our team has the autonomy to create their own maternity plan using the guidance from a particular template. Once they have completed their first draft of the guide, they can ask Nana for feedback/suggestions and present to their leader for feedback.

Our team identified that work/life balance after you have the baby and return to work was by far the biggest pain point around parenthood so we established a few things to help our team figure out  how to plan a return that sets them up for success and relieves some stress and anxiety. After all, the changes their mind and body have gone through over the past several months are extreme. It’s important to us that our working moms feel honored.  

The happiest working moms at our office are the ones who have set their schedules in such a way that they either:

  • See their children in the morning (arriving at 8:30 am each day) and leaving at 5.
  • See their children in the evening (arriving at 7 or 7:30 am each day and leaving at 4 or 4:30)
  • Work 4 days/week and get an additional day day to spend with their child.

We strongly encourage our team to consider the information above when planning their return from maternity.

In addition, we understand that unexpected events happen.

Life can get hard sometimes. We get it. Instead of a team member worrying that all of their PTO is going to have to be spent dealing with life's emergencies like a sick child, each team leader can use their discretion to give their team members paid time off to deal with emergent situations that will not be deducted from their allotted yearly PTO. We call this Emergency PTO. This allows our team the peace of mind to know that a sick child or family member won’t stand in the way of the time they had schedule to connect with their family on a beach a few months later. (We got you girl.)

If you’d like to read more about your PTO, visit here.


Additional work perks for the expecting mother:

  • All expecting mothers are given a reserved, covered parking space to use beginning in their 3rd trimester (or really whenever they feel they need to start using it during their pregnancy.)

  • We have established a discount for all team members with a licensed massage therapist. She is trained and certified in prenatal and postnatal massage therapy.

  • A warm welcome back to work.

How We Do Time Off

What is "Paid Time Off?"

If you've never worked on a team that uses "Paid Time Off" (or PTO, for short), here's how it works.

Instead of offering a certain number of "Sick Days" and a certain number of "Vacation Days," PTO simplifies the system by lumping all of that time off together into a single bucket.

Team members who work really hard to stay well especially love this system, since they don't feel penalized with having less time off than people who are often out sick.

Important Note: We are not islands. Each of us rely on one another to win, so when possible, please request your time off within a timeframe that gives everyone the opportunity to plan around your absence.

Using PTO Wisely

Like most of our systems, PTO runs on the principle of "Personal Responsibility." In other words, you need to be sure not to burn up all of your PTO too long before it renews.

For example, let's say it's 4 months until your time renews, and you're considering taking a vacation that will use the remainder of your time. This wouldn't be a wise move, because it's unlike that you'll go a full 4 months without some sort of illness or desire for a mental health day.

If you happen to have 1 or 2 days left over as your renewal approaches, you can certainly take those days off before your time renews.

Unused Time Off

Study after study has shown that team members who do not carve out time in their normal lives to disconnect from their career are at a higher risk for:

  • Personal burn out

  • Marital and family problems

  • Professional dissatisfaction

As a leadership team, we certainly can't make you unplug for extended moments during the year; but since we want the best for you, we have intentionally created a system where decisions which are likely to harm you are not disguised as a reward.

That's why we do not pay or roll over unused time off. Please use your time off to disconnect, and come back refreshed.

Emergency PTO

One of our newest benefits is what we call, "Emergency PTO."  Originally, this time was intended to help new moms have a couple extra days to deal with the unexpected illnesses that happen with newborns. However, the Leadership Team decided to extend the benefit to all team members. 

Here's how it works. Your normal PTO is to be used for when you are personally taking time out of the office for vacation days or sick days. Emergency PTO can be used for paid time off during life's unexpected emergencies, such as:

  • Critically ill, hospitalized child

  • Car accidents you are involved in

  • Death in the family

Each instance of Emergency PTO will be up to your team leader to understand and approve.


How do I request PTO?

For all things time off, you can log into your Gusto account.

When Does PTO Renew?

Your time renews on your work anniversary date.

What about snow days?

Snow days are evaluated on a case-by-case basis. If at all possible, the office is open—especially the surgical side of the practice. People plan their surgeries for months, and we need to stay on schedule whenever possible.

What about situations that aren't truly emergencies, but I still can't get in to work?

This would be a great situation to where you could use some of your PTO.

Can I take unpaid time off?

We have an extraordinarily generous time off policy, and we believe that Work is Family. When you take unpaid time off, your team and the business will almost always suffer because of it. That's why unpaid time off will almost never be approved.

Can I roll over unused PTO?

Nope! See the section above on "Unused Time Off."

Start Here

Start Here

In a world of endless marketing theories, paradigms, and toolsets, we believe that taking a “less is more” approach will provide clearer focus, faster execution, and more successful results.

It’s our desire for everyone in the organization to be able to participate in the conversation of marketing. Therefore, we intentionally selected a limited number of ideals and methods which are simple to teach, rooted in common sense, and easy to understand.

All of which fall under one of three categories:

The last thing we ever want is for the means of marketing to overshadow the end of helping more people, and that's why we decided to build this site. We knew that if we could organize and arrange all of our beliefs, ideas and philosophies into bite-sized pieces, then we could demystify "the way" that we do marketing.

Robbie Headshot.jpg

Written by Robbie Poe

Robbie Poe has a passion for helping others win in business and has been leading teams for more than a decade. He was a hand-selected member of Dave Ramsey’s senior leadership team where he was responsible for a $25MM a year product line, and he consulted for a year with our practice’s leadership team before joining full time as our COO / Integrator.

Core Marketing Beliefs

Regardless of what we are presenting the world or how we are doing it, there are three core beliefs that tie all of our marketing efforts together.


93.7% of people in the United States say that would never get plastic surgery. What they are really saying is, "My current worldview is unaligned with the value proposition of plastic surgery."

We hear time and time again that someone went from unaligned and/or unaware of our services to actively considering them after they got to know someone who had a great experience.

Perhaps this isn't unique to the world of plastic surgery and medspa services, but it is the most common thread that runs through the question, "Why did you decide to consider plastic surgery?"

Our best shot at overcoming the apprehension and stereotype of our services is to put the right people in front of the right people.


Our plastic surgeons have spent decades of their lives perfecting the art of manipulating the human form. Even to this day, they continue to change, adapt, and improve.

Stealing a page from their playbook, we believe that great marketing efforts aren't the byproduct of random shots in the dark. Instead, they are the result of combining the quirky brilliance of seasoned intuition with steady, calculated decision making.

Similarly, our core value of "Make It Better" serves us even in the aspect of marketing. We believe we will win by making informed change, which is driven by seasons of focus and testing.


The concept of story has been the latest rage among marketers, and for good reason. Throughout the existence of time, the singular means of expression that we continually find ourselves drawn to is story.

As much as we attempt to fool ourselves into thinking we are logical creatures, in fact we are not. The modern, intellectual portions of our brains are too young and immature to overpower our much older, more powerful emotions.

Instead of trying to fight our biology, we leverage it—knowing that a compelling story of life change will trump any list of facts and statistics every time single time.

Robbie Headshot.jpg

Written by Robbie Poe

Robbie Poe has a passion for helping others win in business and has been leading teams for more than a decade. He was a hand-selected member of Dave Ramsey’s senior leadership team where he was responsible for a $25MM a year product line, and he consulted for a year with our practice’s leadership team before joining full time as our COO / Integrator.

Our Brand Voice

A brand's voice is far more than the way it sounds to the marketplace. It's how every single interaction, touchpoint, and team member should be described by someone coming in contact with our business.

It's one of the primary filters that should help us accelerate decision making and give us clues into why certain moments feel "weird" or "off" or "not like us."


Steve Jobs once said, "Simple is more difficult than complex. You have to work hard to get your thinking clean and to make something feel simple. But it’s worth it in the end, because once you get there, you can move mountains."

No one enjoys feeling spoken down to or when someone speaks over their heads. We are committed to the difficult work of presenting our infinitely complex world of medicine and surgery in a way that is approachable and easy to understand.


Due to the prominence of extreme, over-exaggerated examples of plastic surgery in the media, our culture has a very specific mental picture of the type of person who either works in the field of plastic surgery or seeks it out as a patient.

Many people never even consider plastic surgery, because they have a perspective of those people instead of my people. We believe that we can remove one of the most significant barriers to plastic surgery by simply showing the world that they don't have to become one of us to consider it—because they already are one of us.


We have been around long enough to know that nearly every new patient comes in with their guard up. Understandably so, the common emotional threads we hear from patients is how nervous, apprehensive, anxious, or afraid they were about even dialing our phone number.

It's easy for us to forget how uncomfortable it is for patients to talk about what makes them the most uncomfortable; and fortunately, we have experienced countless moments of patients letting that guard down and telling us how they felt through their experience with us.

Consistently, the sentiments we hear from our patients which made the biggest difference in their ability to relax was our choice to:

  • Slow down, always being willing to answer "one last question" no matter how trivial it may seem.
  • Make meaningful efforts to connect, based on the patients unique personal values.
  • Help their burden feel lighter, through both empathy and authority.

Take a look at the following review from Yelp:

"Dr. Pyle and his staff are great. The office is very nice and clean, and everyone was really friendly. Dr. Pyle took his time to explain everything and answered all of my questions. This was truly a no pressure environment. Peggy & Jess were both extremely helpful, and Molly was easy to talk to and very knowledgeable. I have been 100% happy with this office."

When you read through our most heartfelt reviews, you can literally check the three boxes of our brand voice—not because we created it out of thin air—because it's clearly what people are drawn to and desire from their experience with us.

Robbie Headshot.jpg

Written by Robbie Poe

Robbie Poe has a passion for helping others win in business and has been leading teams for more than a decade. He was a hand-selected member of Dave Ramsey’s senior leadership team where he was responsible for a $25MM a year product line, and he consulted for a year with our practice’s leadership team before joining full time as our COO / Integrator.