What our VA’s do and don’t do…
What our VA’s do best…
- Check and return email inquiries. Providing a “script” for different types of emails helps you conserve time and leads to better consistency and few errors.
- Answer voicemails -likely your VA will be able to return calls at a faster rate than you are able to leading to increased number of intakes and less wasted time on referrals that were not a good fit for the practice.
- Schedule intakes and appointments – using your EHR and/or calendar -you will be able to focus on other management issues while you leave the scheduling to your VA.
- Provide referrals – When clients are not the right fit for your practice, your VA can ensure they are provided with appropriate referrals. Please provide a list of local referral sources for them to use.
- Keep call/email logs of referral sources and incoming calls. This data will help you plan your marketing focus and see where the most referrals are coming from.
- Some of our VA’s are able to check insurance benefits however this is not recommended for the “start” package as we all know how time consuming checking benefits can be.
- Reach out to other professionals to thank them for referrals or provide other networking information.
What our VA’s will not do…
- Our VA’s are not personal assistants so they will only focus on your private practice needs (no personal tasks)
- VA’s are not billers. They will not call clients with past due balances or discuss billing disputes with clients. They do not collect payments or do any type of accounting.
How our VA’s do it…
- Our VA’s are professional and committed to helping your practice run smoothly and grow according to your business goals.
- Our VA’s will treat you, your staff, and your clients with the professionalism and respect. We expect that they are treated the same.
- Our VA’s work Monday – Friday – no weekends unless otherwise discussed. Major holidays are also excluded from work days.
- Our VA’s have basic training in HIPAA compliance and understand the sensitive nature of mental health and wellness practices. If your practice runs into any common HIPAA struggles – please review with your VA how to handle such concerns.
- Coastal Practice Consultants, LLC will sign a BAA if requested.
- To ensure confidentiality and security, practices are expected to provide the VA with a GSuite or other secure company email for correspondence and document sharing. VA’s will not use their personal email or Google drives.
- Passwords provided to VA’s for EHR or other systems should be reviewed frequently and changed upon termination of VA services or a change in VA personnel.
- Virtual Assistants work for other practices around the country and experience a variety of different practice styles, the more you communicate about your specific needs and approach to common practice issues – the more satisfied you will be.
- Payments are made to Coastal Practice Consultants LLC on or before the 1st of the month.
- Changes to VA package (upgrade or downgrade) can be made to a package with minimum 2 weeks notice
- Hours are tracked by your VA. A mid month check in is a good idea to determine if your hours are building up or being used up more than expected.
- Your will be notified by your VA if you are close to using up your hours before getting close to the end of the month. At that point you can decide if you would like to finish the work or pay your VA for any extra hours needed during the month (rate is $35 per hour) for additional hours.
- If you call volume is low, we suggest providing a list of non urgent tasks for your VA to help you with during slow days or weeks. Examples may include updated local referral sources, confirming appts, making suggested updates to website or other marketing material. Creating local resource page for your clients or website, etc.