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February 12, 2024

How Adding Virtual Assistants Can Transform Your Practice

The most popular slide in my recent Top Tips and Tools of 2024 presentation (by far!) was the one about virtual assistants.  If you’re not using them yet, you should definitely consider adding these talented and motivated folks to your team to do things like answer phones, register new patients, process referrals and authorizations, verify eligibility, real-time scribe and much more.

Many groups are getting exceptional results and significantly increasing their patient satisfaction and profitability.

To level-up, consider having these staff work outside of “normal” business hours to increase your availability to patients calling your office when it is convenient for THEM.

Here are some things to consider when talking with potential virtual assistant vendor partners:

  • Emphasize the security measures you need in place to protect sensitive patient information, regardless of the virtual assistant's location. Explain how data encryption, secure communication channels, and compliance with HIPAA regulations ensure confidentiality and privacy.

  • Implement confidentiality agreements or non-disclosure agreements (NDAs) to legally enforce the protection of patient data and other sensitive information. Ensure that virtual assistants understand their responsibilities regarding confidentiality and are committed to upholding these agreements.

  • Implement quality assurance measures to monitor the performance and productivity of virtual assistants, regardless of their location. Set clear expectations, provide feedback regularly, and conduct periodic performance reviews to ensure that work standards are met consistently.

  • If the virtual assistant is based in a different country, ensure that they are culturally sensitive and proficient in English or the primary language used in your practice. Clarify expectations regarding language proficiency and cultural understanding to minimize misunderstandings and communication barriers.

  • Ask them to provide testimonials or references from other clients or businesses who have worked with virtual assistants from the same location. Positive feedback and recommendations can help alleviate concerns and build trust in the virtual assistant's capabilities and professionalism.

  • Identify potential risks associated with outsourcing tasks to virtual assistants based outside the US and develop contingency plans or risk mitigation strategies to address them proactively. This may include redundancy measures, backup support options, or alternative arrangements in case of unforeseen challenges.

  • Consider implementing a trial period or ensuring contract termination is easy in order to assess the virtual assistant's suitability and performance before making a long-term commitment. Use this period to evaluate communication effectiveness, workflow compatibility, and overall satisfaction with the arrangement.

  • Be ready to adjust your current workflows to meet the virtual assistant’s skills and talents and to maximize the capabilities of your on-site staff.

  • Establish regular, clear communication channels and protocols to facilitate effective collaboration between the medical practice and the virtual assistant. Utilize secure messaging platforms, video conferencing tools, and project management systems to maintain regular communication and address any concerns promptly.  Embrace the VA as part of your team, and ensure they are kept in the loop, as you would any other staff member.