Virtual Assistant Frequently Asked Questions

A virtual assistant (VA) is a remote professional who supports your business or practice. They handle tasks and services using tools like phone/VOIP, email, messaging apps, and/or video calls. VAs are an extension of your team, supporting your practice’s operational workload.

Hiring a remote VA allows you to get the support you need for about a third of the cost of in-office staff. VAs increase efficiency and customer satisfaction by promptly handling administrative tasks and patient inquiries, allowing in-office staff to prioritize patient care.

Yes, we will arrange interviews with VA candidates of your choice to assess their skills and compatibility and ensure the right fit for your practice.

Yes, you will need to sign our client agreement. This agreement outlines standard terms and conditions, provides protections for both parties, and includes options for convenient cancellation if necessary.

We can typically have a VA onboarded and ready to work within 2-3 business days after signing the client agreement. This process will be guided by a client success account manager to help answer any questions and monitor the VA’s training plan progress for a smooth and successful transition into your team.

No, you’ll have the same VA consistently. This helps you and your office staff build a strong working relationship with your VA. Having a dedicated VA helps them have a better understanding of the needs of your practice and patients over time.

Yes, virtual assistants can significantly contribute to growing your practice. By handling time-consuming administrative tasks, VAs free you and your staff up to focus on patient satisfaction and strategic growth initiatives. They can manage increased workloads as you take on more patients, handle billing and scheduling efficiently, and provide consistent customer service.

If you find that your VA is not meeting your expectations, simply inform us, and we will promptly arrange for a replacement VA. Our goal is to ensure your satisfaction and the smooth operation of your practice. We have a large pool of qualified VAs and will work with you to find a better match for your specific needs.

We provide training through MEDVA University to ensure your VA is equipped with foundational skills. Additionally, clients will customize the VA’s training based on their practice’s unique processes to ensure the VA becomes a true extension of the team. Just like onboarding an in-office employee, providing guidance on practice-specific operations will help your VA integrate smoothly. For the first two weeks, having your VA shadow your staff can be a great way to ensure they understand your workflows and are ready to support your team effectively.

Basic internet connectivity and common communication tools like email, video conferencing, and Voice Over Internet Protocol (VOIP) software are usually sufficient. We can also work with you to facilitate your VA’s access to existing practice management tools. Our team will guide you through any other specific technology requirements for your VA setup.

Our VAs use time-tracking software to record their hours, which you can easily monitor through our PULSE client portal. This provides full transparency to your VAs daily activities, allowing you to track task progression and optimize workload.

We handle the payment process for you. You will receive an invoice every two weeks based on your selected VA service. This ensures a clear and hassle-free experience for our clients, eliminating the need for direct payments to the VA.

Yes, our virtual assistants are accustomed to working according to our client’s business hours, regardless of their own time zone. MEDVA will align with your office hours or accommodate any preferred working hours you specify.

Yes, we currently service healthcare practices in Canada, United Kingdom, Ireland, Australia and New Zealand. Please schedule a consultation with our sales associates to learn more about how we support international clients.

We can easily arrange for extended hours coverage to meet your practice’s needs. Simply define the role, responsibilities, and hours you require, and we will find the best-suited virtual assistant to support your team. Whether it’s urgent tasks or after-hours support, we ensure your practice stays covered with a VA tailored to your specific requirements.

Yes, your VA can make outbound calls to patients on behalf of your practice. Whether it’s appointment reminders, follow-up calls, or coordinating patient care, your VA can handle these tasks seamlessly, provided they have access to a VOIP system or call forwarding setup. Our VAs are trained to maintain professionalism and confidentiality during all communications, ensuring your patients feel well-cared for.

Yes, we can match you with VAs who have experience in specific medical specialties or possess particular skills that align with your practice’s needs. Our diverse pool of VAs allows us to tailor the selection process to find the best fit for your unique requirements.

Yes, accessing your practice management software or EHR is simple, especially with cloud-based systems. You’ll just need to create a profile for your VA, and they can log in remotely. If your EHR is server-based, you will need to set up a physical workstation in the office that is connected to the server and then we can have your VA to remote into that dedicated device. Even for EHRs with heightened security requirements, like Epic, we are pre-approved and can provide a VA with the proper security clearance to perform tasks effectively and securely.

VAs cannot perform tasks that require medical licensure or make clinical decisions. They also cannot sign any documents on behalf of licensed medical professionals. All tasks assigned to VAs must comply with legal and ethical guidelines in healthcare.

We obtain an NBI background clearance and identity verification for all VAs that are added to our talent pool. We can also facilitate additional security checks and assessments as required by your practice or organization. Please schedule a consultation with our sales associates for questions on additional security requirements.

No, state and federal labor laws and employment protections do not apply since the VAs do not live or work from within the United States. However, we ensure fair working conditions and adhere to ethical employment practices.

All our VAs are HIPAA-certified, ensuring a secure and compliant approach to handling healthcare data. We provide advanced technology solutions to further secure the working environment of your VA. Our systems and protocols are designed to enhance data protection and privacy in compliance with healthcare regulations as detailed on our PULSE Client Portal page. Additionally, please visit our Secured Facility page to learn more about increased VA security & compliance.