Medical Group Leverages Virtual Assistants to Transform Revenue Cycle Operations

What if you could transform overwhelming backlogs and daily frustrations into streamlined operations and peace of mind? For Julian Johnson, Revenue Cycle Manager at Retina Vitreous Associates Medical Group, it wasn’t just a question of “what if”—it was a matter of survival. Facing mounting challenges, he discovered MEDVA’s Virtual Assistant Services, and the partnership didn’t just improve his operations; it completely changed his perspective on virtual staffing.

The Challenge: Navigating Staffing Shortages Amidst a Mounting Workload

Julian’s department faced a relentless challenge. The group struggled to find and retain qualified staff amid rising demand. Patients flooded the phone lines with billing questions, while unpaid claims mounted to unmanageable levels.
“We were drowning in unpaid claims,” Julian recalls. “It was becoming very difficult to keep up. Staffing agencies would charge high fees, but even then, finding enough qualified people was a challenge. During COVID-19, it only got harder, and the workload just kept growing.”

The growing backlog of unpaid claims quickly became overwhelming, leaving his team struggling to manage the financial operations of their bustling medical group. Staffing shortages worsened, driving up unsustainable costs and threatening not only revenue, but also patient satisfaction, which was already on the decline. With limited resources, they were unable to meet growing administrative demands. It was clear that something needed to change.

The Solution: Leveraging Virtual Assistants to Handle High Claim Volumes

The turning point came when Albert Shirakian, CEO of Retina-Vitreous Associates Medical Group, decided to implement MEDVA’s virtual assistant services. Skeptical but hopeful, Julian’s job was to onboard and train the first batch of virtual assistants – a decision that he’d soon learn would have a transformative impact on the practice.

The virtual assistants smoothly transitioned into their roles, taking on a wide range of responsibilities. They managed patient calls, scheduled follow-ups, tracked missed payments, and communicated billing summaries to patients. Additionally, they handled insurance claims recovery, patient billing and collections, and provided dedicated support for financial operations.

MEDVA’s advanced training program provided a refresher for virtual assistants in claims creation, insurance reimbursement, and denial management, ensuring the VAs were prepared to support the practice’s revenue cycle team. “Within weeks, they were performing at an intermediate level,” Julian shares. “They handled productivity monitoring, reporting, and call center support, proving invaluable to the team.”

One of the most unique aspects of the MEDVA team was their seamless integration into the company culture. Julian recalls how his team bonded with their virtual assistants, even adopting a shared tradition of wearing matching pink hats during team calls as a symbol of unity. “They felt like my work family,” Julian remarks, “We’ve spent so much time together. They’re just as committed as someone on-site, if not more.”

The Result: Increased Revenue and Collections at a Minimal Cost

The results spoke for themselves. Revenue increased noticeably, patient satisfaction improved, and unpaid claims inventory plummeted. “The virtual assistants made an immediate impact,” Julian says. “Each assistant took on roughly a thousand claims and handled them with incredible efficiency. Patient calls were answered promptly, and our bottom line saw a significant boost.”

Personally, for him, MEDVA’s virtual assistants transformed his work life. “My stress level is way down. These professionals are reliable, dedicated, and because they work from home, I don’t have to deal with common issues like tardiness or on-site disruptions. It’s been a game changer.”

For Retina-Vitreous Associates, the financial benefits were evident. Adding skilled virtual assistants to their team proved to be a practical and cost-effective way to support their existing staff. This shift improved how operations were handled and allowed resources to be used more efficiently.“By hiring virtual assistants, we were able to build a fully staffed team and manage our workload efficiently while staying within budget.” Julian notes.

Conclusion: Unlocking Success in Modern Healthcare

By partnering with MEDVA, Julian Johnson and his team didn’t just find a quick fix for staffing issues. They discovered a long-term, strategic solution that redefined the way they operated. Today, his team works more cohesively, patients receive better service, and critical claims are handled more efficiently than ever before.

Reflecting on the experience, Julian sums it up best: “These assistants didn’t just help us clear backlogs—they’ve made my work life easier, boosted morale within our team, and delivered undeniable value to our organization. I wouldn’t hesitate to recommend MEDVA to anyone looking to take their operations to the next level.”

Julian’s story serves as a resounding reminder for healthcare providers navigating similar challenges. The right tools, the right people, and the right support can unlock possibilities you never thought were within reach. With MEDVA, you can transform operational struggles into meaningful progress—for your team, your patients, and yourself.