East Coast Injury Clinic’s Path to Success: Boosting Efficiency with MEDVA

When Dr. Wilczak thinks about her experience with MEDVA, three words stand out: quality, reliability, and efficiency. Her admiration for her Virtual Assistants is clear, as she proudly states, “This has been the best decision I’ve ever made for the clinic, hands down.” Since partnering with MEDVA, East Coast Injury Clinic in Jacksonville, Florida, has undergone a remarkable transformation—a testament to the impact of this collaboration.
 
As the clinic’s founder, Dr. Wilczak was no stranger to the challenges of running a busy practice. Specializing in personal injury cases, the clinic navigates a maze of complex billing and legal coordinations, in addition to caring for patients. But finding reliable staff to manage these crucial tasks was becoming increasingly difficult, causing Dr. Wilczak to sacrifice valuable time on administrative work instead of focusing on her patients.
 
In January 2023, she turned to MEDVA and hired a virtual assistant (VA) to help streamline operations. Little did she know, this decision would become the catalyst for a transformative change in how the clinic operated—and set it on the path to even greater success.

The Challenge: Overcoming Administrative Hurdles

East Coast Injury Clinic had been facing a unique set of challenges. With two primary types of reimbursements—insurance and personal injury legal cases—the clinic’s billing process was highly complex, requiring coordination between insurance providers, attorneys, and patients. Each case involved different protocols, documentation, and timelines, making it a challenge to ensure timely payments. The additional layer of handling personal injury claims meant frequent follow-ups with attorneys and navigating legal system requirements, further complicating the process. The tedious task of chasing down payments and keeping track of legal deadlines often left the team feeling overwhelmed and, at times, hindered operations. Dr. Wilczak realized that if she couldn’t find a way to offload these administrative tasks, practice operations and growth would continue to suffer.
 
“I was getting concerned about the future of the practice,” Dr. Wilczak shares. “We were struggling to find good help, and it was hard to find people who would give the attention to detail that we needed.”

The MEDVA Solution: Empowering Providers with Virtual Assistants

The Clinic’s first VA hire was a former Physical Therapist and medical scribe who would be responsible for streamlining their charting process. The VA took on this task with ease and efficiency, immediately proving to be a game-changer and allowing clinical staff to focus on interacting with patients. “It was amazing. It gave us more time in the day to see patients instead of spending time on paperwork,” Dr. Wilczak recalls.

Satisfied with the results, Dr. Wilczak decided to expand her VA team. She brought on additional remote staff to handle crucial areas like billing, referral coordination, and front desk support.

The VAs also brought valuable clinical expertise, including two registered nurses and a medical technologist, which helped make their coding, referral coordination, and charting processes more efficient. “The clinical experience was another critical asset for us,” Dr. Wilczak shares. “They just understand it better because they’ve lived it,” emphasizing that VAs complete tasks with a healthcare mindset, allowing the office staff to have trust and confidence in their work.

Another huge improvement was in the practice’s front office and reception areas. With additional support on the phones and with managing appointment scheduling, the clinic significantly enhanced the patient experience. “By taking on administrative tasks, they allow the team to focus on what matters most: greeting patients, making them feel welcomed, and creating a great first and last impression.”

Results: Growth, Efficiency, and Satisfaction

Since partnering with MEDVA, East Coast Injury Clinic has experienced remarkable improvements in efficiency, billing & claims management, and patient services. Now employing six VAs to manage a bulk of the work ‘behind the scenes’, the clinic has been able to scale without sacrificing their quality of care and services – all at a reasonable cost. “The financial benefit of hiring VAs has been huge for us,” Dr. Wilczak explains. “It’s allowed us to staff our practice properly, keep things running smoothly, and still deliver the best experience to our patients.”

The VAs have proven to be reliable, efficient, and highly committed to their work, which has had a direct positive impact on the clinic’s operations. “The VAs are fantastic,” says Dr. Wilczak.

Looking Ahead: The Future is Bright with MEDVA

As Dr. Wilczak heads into her third year of working with VAs, she’s still finding new ways they can support the practice, “We’re definitely interested in using MEDVA’s VAs to help us with marketing efforts,” she says. “Social media can be expensive, but with the VAs, we could get better results at a fraction of the cost.”

Over the years, Dr. Wilczak has shared her success with colleagues looking to overcome the staffing shortage, wage increases, and burnout experienced in practices across the country. “I’ve shared my experience with others, and many have started [hiring] VAs after hearing about the positive impact it’s had on our clinic,” she adds.

As Dr. Wilczak reflects on her journey, it’s clear that MEDVA’s virtual assistants are vital to the success of the East Coast Injury Clinic. With skilled, reliable support, MEDVA has transformed operations, fueled growth, and enhanced patient satisfaction. The future is bright—MEDVA is more than a solution; it’s a partner in advancing healthcare excellence.