Virtual Assistants
Trained administrative staff for scheduling, intake, records and inbound calls, working inside your systems and under your direction.
What Is Included
Scheduling
Appointments booked, confirmed and rescheduled in your system, not a separate one.Inbound Calls
Patient calls answered and routed to the right person in your practice.Intake and Registration
New patient details captured and entered before the visit rather than at the desk.Records Requests
Requests received, tracked and fulfilled to your own policy.Patient Communication
Reminders, follow-ups and routine correspondence on your templates.Referral Coordination
Incoming and outgoing referrals tracked so they do not stall between practices.
Before You Start
Meet the Assistant First
Before the role starts, you meet the assistant we propose on a short video call and see their background. If the fit is wrong, we propose someone else.
How Pricing Works
Each role is quoted in your written scope. The rate includes recruiting, training on your systems, a trained backup for absence, and the named lead who reviews the role with you.
How It Works
1. Define the Role
We agree exactly which tasks the assistant owns and which stay with your staff. Anything undefined stays with you.
2. Access and Training
Access is provisioned by you. The assistant is trained on your systems, your scripts and your escalation rules.
3. Daily Work
The assistant works your queue during the hours set in your scope.
4. Review
A regular check on volume, quality and what should change.
Virtual Assistants in Detail
Administrative staff working for your practice remotely, with tasks, systems and hours agreed in writing.
It is not a call center. A call center answers for many businesses from one script; an assistant answers for one practice, in that practice's name, using that practice's own scripts and knowing which provider is running late this morning.
It is not a clinical role. The assistant does not triage symptoms, give medical advice, interpret results or decide urgency. Where a caller describes something that needs a clinician, the assistant follows the escalation rule the practice wrote, which usually means a warm transfer to a nurse or a message flagged at the agreed priority.
It is not a biller or a coder. Those are separate services with their own scope. An assistant can capture the demographic and insurance details a claim will later need, and can run an eligibility check where that is in the role, but the claim itself is someone else's work.
And it is not a shared resource. The virtual medical assistant assigned to your practice works for your practice. Learning one set of systems, templates and personalities well is the whole value, and it does not survive being split across accounts.
It is not a call center. A call center answers for many businesses from one script; an assistant answers for one practice, in that practice's name, using that practice's own scripts and knowing which provider is running late this morning.
It is not a clinical role. The assistant does not triage symptoms, give medical advice, interpret results or decide urgency. Where a caller describes something that needs a clinician, the assistant follows the escalation rule the practice wrote, which usually means a warm transfer to a nurse or a message flagged at the agreed priority.
It is not a biller or a coder. Those are separate services with their own scope. An assistant can capture the demographic and insurance details a claim will later need, and can run an eligibility check where that is in the role, but the claim itself is someone else's work.
And it is not a shared resource. The virtual medical assistant assigned to your practice works for your practice. Learning one set of systems, templates and personalities well is the whole value, and it does not survive being split across accounts.
Everything the assistant does happens inside the systems the practice already runs: the practice management system for scheduling and registration, the EHR for records requests and messaging, the phone system for inbound calls, the patient portal for reminders and forms. There is no parallel record, no spreadsheet of patients and no separate inbox holding practice data.
Access is provisioned by the practice, per person, scoped to the tasks in the agreed role. An assistant who schedules does not need the clinical chart; one who fulfills records requests does not need the fee schedule. The practice's administrator creates the account, sets the permissions and can suspend or revoke it at any time without asking anyone. When the engagement ends, the account is closed by the practice and nothing leaves with the assistant.
Because the work is in your systems, it is also in your audit trail. Every appointment booked, every note added and every record released carries the assistant's own login, so the practice can see exactly what was done and by whom.
The scope names the hours the assistant works, in the practice's local time, and those hours are staffed on that basis. A practice on the East Coast that wants the phones answered from eight until five gets exactly that, and knows it before signing.
Handoffs are written. At the end of each shift the assistant leaves a short summary in the agreed place, whether a task in the practice management system, a message to the office manager or a shared log, covering what was completed, what is waiting on someone else and anything unusual. The next person, whether on your staff or ours, starts from that note.
Absence is covered by a trained backup who has already been provisioned and has already worked the account, so a sick day does not mean an unanswered phone or a stranger in your schedule.
Anything the role does not name. That rule is deliberate: a task that was never defined is not silently picked up, because the practice needs to know who owns every step. If a task turns out to be missing from the scope, the scope is amended in writing and the assistant is trained on it before taking it on.
In practice, the front desk keeps everything that requires being physically present or making a judgment on the practice's behalf. Greeting and checking in patients who walk through the door. Collecting payment at the desk. Handling a distressed patient in the waiting room. Deciding whether to fit in a same-week urgent visit when the schedule is full. Any conversation about a complaint.
The assistant removes the volume that keeps the desk from doing those things well: the phone, the intake forms, the records requests and the reminder calls that otherwise queue up behind the person at the counter.
Related Services
Medical Billing
Charge entry, scrubbing, submission, payment posting and patient statements.Learn MoreEligibility and Benefits Verification
Coverage, benefits and patient responsibility checked before the visit.Learn MorePrior Authorization
Requests, payer follow‑up and appeals on denied auths.Learn MoreCredentialing and Provider Enrollment
Payer enrollment, CAQH, Medicare revalidations and re‑credentialing.Learn More
Frequently Asked Questions
What practices ask before they bring in a virtual assistant.
Add a Virtual Assistant
Tell us the tasks, hours and systems. We will come back with a written scope for the role.
- Patient Calls
- Scheduling
- Refill Routing
- Insurance Cards
- Reminder Calls