← Portal
5 tabs — schedules, links, holidays, contacts, glossary

Reception Reference Sheet

Updated 2026-05-15

Clinicians

Schedules, special rules, and no-show policy.
ClinicianLocation(s)DaysHours / notesSpecial rulesNo-show policy
SilviaVancouverFriday, MondayFri remote until 1:00 PM, in-person after 2:00 PM. Mon remote only (open from May 10).—Ask clinician
SpencerVancouverThursday, Sunday——Ask clinician
CaterinaVancouver + LangleySat (Van) · Tue/Thu/Fri (Lang)Saturday Vancouver 9:00 AM – 3:00 PM, until Aug 2026 (schedule changes after).Works both locations.Case by case — check with clinician
FarzanaVancouverSundayAlternates weekly remote / in-person. In-person Sundays: Mar 1, 15, 29 · Apr 12, 26 · May 10, 24.—Collect fee
FareedVancouver + LangleySun (Van) · Sat (Lang)Sunday Vancouver all remote. Saturday Langley 9:00 AM – 1:00 PM weekly.Works both locations.Collect fee
NeetiLangleyMonday—Prefers FULL remote OR FULL in-person — do not split the day.Ask clinician
Melika MilaniLangleySaturday1:30 PM – 6:30 PM—Ask clinician
Palwinder GillLangleySunday9:00 AM – 3:00 PMPrefers 6 sessions full (no breaks). New clinician.Ask clinician
Dr. LaurelMember care only(no in-clinic shift)Member clinician — handles intakes. Permanent Zoom link TBD; see Zoom Links tab.Permanent Zoom pending — update when confirmed.First session no-show is waived
Dr. OhMember care + intakesThu (remote), some Sat/SunNon-shift: Tue / Wed / Fri — require permission to book.On-shift: JANE only. Off-shift: JANE AND personal Google Cal. ~2-month waitlist.Director decides
Dr. VeronicaMember care only(no in-clinic shift)Member clinician. See Zoom Links tab.Permanent Zoom link active — see Zoom Links tab.Director decides
Igor RemezMember care only(no in-clinic shift)Member clinician (NeuroTech Coach). Recurring Zoom — see Zoom Links tab.Recurring Zoom — meet anytime; see Zoom Links tab.—

BC Statutory Holidays — 2026

Check this at the start of every shift. Adjust quietly — never announce.
HolidayDateDay of weekStatus
New Year's DayJanuary 1ThursdayStatutory
Family DayFebruary 16MondayStatutory
Good FridayApril 3FridayStatutory
Easter MondayApril 6MondayOptional
Victoria DayMay 18MondayStatutory
Canada DayJuly 1WednesdayStatutory
British Columbia DayAugust 3MondayStatutory
Labour DaySeptember 7MondayStatutory
National Day for Truth and ReconciliationSeptember 30WednesdayStatutory
ThanksgivingOctober 12MondayStatutory
Remembrance DayNovember 11WednesdayStatutory
Christmas DayDecember 25FridayStatutory
Boxing DayDecember 26SaturdayOptional

Building Reception, Escalation, Leave Ticket

Building reception, escalation chain, and where to send leave / emergency tickets.
CategoryName / labelPhoneEmailNotes
Vancouver officeSpaces, West Avenue(604) 332-8969reception.westavenue@spacesworks.comBuilding reception: Nadia. Rooms 114 or 116. Intercom buzz-in: when the intercom calls reception, press 6 on the dialpad to admit the visitor. Elevator does not work on weekends — clinician greets at the lobby.
Langley officeRegus, 201st Street(604) 546-7400langley.201ststreet@regus.comRooms 234 or 243. Intercom buzz-in: when the intercom calls reception, press 9 on the dialpad to admit the visitor. Client waits on the 2nd floor; clinician receives them.
EscalationRey——First step for almost any escalation. See Hub for full chain.
EscalationJanMae——Billing matters route here first. All member bookings consult JanMae before confirming.
EscalationDr. Oh (Clinic Director)WhatsAppuniquebraincodemethod@gmail.comLast step in the chain. ALWAYS check JANE first — if she has a client session in progress, do not call.
Leave / emergency ticketSubmit-to addresses—hello@breakthroughadhd.com + healthyliving101@icloud.comInclude: date of leave, reason, who will cover, make-up shift. Get written permission.
Clinic main emailHushmail—hello@breakthroughadhd.comPrimary email system.

Glossary

Clinic-specific terms in plain language. Mirrors the Hub glossary.
TermMeaning
JANEPrimary booking + documentation system. All bookings, notes, and tasks live here.
GHL (GoHighLevel)Secondary email / SMS channel — morning + afternoon check, 2× daily.
HushmailPrimary email system — hello@breakthroughadhd.com
Zoom SMS / PhoneThe clinic reception call + SMS line.
BAC daily trackerThe daily queue / status board, separate from JANE.
Onboarding trackerSpecific to new clients — separate from the BAC daily tracker.
MB (PC)Member Booking (pre-paid / pre-covered) — distinct from private pay.
Member clientPre-paid, scheduled monthly. Member care is priority. Permanent Zoom links used (see Zoom Links tab).
Private payPay per session. Different appointment types from members.
Intake sessionThe very FIRST appointment only — never re-used for follow-ups.
Family bookingMultiple family members linked. Cancellations must check ALL members.
Yellow flag (24h)Ticket unresolved over 24 hours — confirm next action with team.
Red flag (48h)Ticket unresolved over 48 hours — escalate to supervisor immediately.
2-hour guaranteeA single in-person on an OTHERWISE EMPTY shift triggers a 2-hour guarantee payment to the clinician. NEVER book without Dr. Oh approval — contact JanMae first.
Permanent Zoom linkUsed for member clients only (Dr. Oh, Dr. Laurel, Dr. Veronica, Igor, Farzana). See Zoom Links tab.
Intercom buzz-inWhen the building intercom calls reception, press 6 (Vancouver) or 9 (Langley) on your dialpad to admit the visitor.
Booking interruptionA booking that did not complete within the same shift. Becomes a Red Flag if unresolved >24h.
Red Flag ZoneCases held for supervisor / Director attention — high risk of cancellation without rebooking.
Day-of cancellationCancellation less than 24h before the session — full session rate per Card 03.