Frequently Asked
Questions

Yes — HIPAA compliance is non-negotiable at HealthSystemVAs. All VAs complete HIPAA certification before placement. A Business Associate Agreement (BAA) is signed as standard with every client. VAs use encrypted communication channels, follow strict data handling protocols, and never store Protected Health Information (PHI) on personal devices.

Yes. A signed BAA is required before any VA begins work with your clinic. This is standard in every engagement. If your clinic has a specific BAA template, we can review and work from your version. Our compliance documentation page has more details: /hipaa-compliance.

VAs access PHI only through your existing, secured systems (your EMR, your phone system, your secure messaging tools). They do not transfer or store PHI outside those systems. All communications are encrypted. VAs complete regular HIPAA refresher training and are subject to immediate termination for any compliance breach.

Our security standards include: dedicated work devices (no personal devices for clinical work), VPN-secured connections, encrypted email and messaging, zero PHI on personal storage, screen lock protocols, and signed non-disclosure agreements in addition to the BAA.

We have a formal breach response protocol. If a potential breach is identified, we immediately suspend the VA's access to your systems, conduct a full investigation, notify you within 24 hours, and provide documentation. The VA is replaced at no cost. We cooperate fully with any HHS reporting obligations your clinic may have.

Yes — every VA goes through our proprietary healthcare onboarding program before placement. This includes HIPAA compliance certification, PT/chiro intake protocol training, insurance verification terminology, prior authorization workflows, and hands-on EMR testing. We don't send generalists; we send healthcare-trained specialists.

Yes. Our VAs are trained on 15+ EMR/EHR platforms including Jane App, Cliniko, DrChrono, WebPT, Kareo, AdvancedMD, Epic, athenahealth, Practice Fusion, ChiroTouch, Eclipse, Juvonno, Tebra, eClinicalWorks, and Caspio. If you use a system not on this list, we train your assigned VA on your specific platform during onboarding at no extra charge.

After you select your VA, they complete system-specific training for your clinic over 3–7 days. This includes your EMR workflows, your intake scripts, your scheduling protocols, your insurance payers, and your billing procedures. They then go live with oversight from our success team during the first two weeks.

Minimal involvement from you. We handle the core HIPAA and healthcare training. You provide a brief orientation on your specific clinic's preferences, scripts, and systems — typically 2–4 hours total. Our success manager guides the process so it doesn't burden your clinical staff.

Pricing is based on the number of VAs and their specialization (front desk, billing, insurance, credentialing, etc.). All plans are month-to-month with no hidden fees. We provide custom quotes after the free audit call. Most clinics save 40–50% compared to equivalent U.S. in-clinic staff costs. See our pricing page for ranges.

No. All plans are month-to-month. We earn your business through results, not lock-in. You can cancel with standard notice. That said, most clients stay long-term because the ROI is significant — clinics commonly report that their VA pays for itself within the first 30–60 days through recovered revenue alone.

Our current model includes onboarding support in the plan pricing — no separate setup fees. The free audit call, candidate sourcing, VA training, and success manager oversight are all included. Review our pricing page or book a call for a precise quote.

A U.S.-based front desk employee typically costs $38,000–$55,000/year in salary alone, plus employer payroll taxes (~7.65%), health benefits ($5,000–$10,000/year), PTO, workers' comp, and potential overtime. Our VAs are typically 40–50% of that total fully-loaded cost, on a single flat monthly rate with no extras. See our detailed comparison page. Note: savings vary based on your specific market, role, and VA package.

Most clinics are fully onboarded and live within 7–14 days of signing. After your free audit call, we begin sourcing candidates within 24 hours. You'll interview candidates within the first week, select your VA, they complete clinic-specific training, and go live — all within two weeks.

Step 1: Free 30-min Clinic Revenue Audit. Step 2: VA role definition and requirements scoping. Step 3: Candidate sourcing from our global network (3–5 days). Step 4: You interview and select your VA. Step 5: VA completes clinic-specific training (EMR, scripts, protocols, HIPAA briefing). Step 6: Go-live with dedicated success manager oversight. See our full How It Works page.

We offer a free replacement guarantee with no time limit and no questions asked. If your VA isn't meeting performance expectations for any reason, we'll immediately source, train, and place a replacement at zero additional cost. Performance problems are escalated to our success team before they reach a replacement threshold.

You direct the VA's daily tasks — they work for your clinic, in your workflows, during your business hours. HealthSystemVAs provides ongoing oversight through a dedicated success manager who monitors performance, conducts regular check-ins, and handles any HR or compliance issues. Think of us as an embedded HR department for your VA.

Dedicated. Your VA works exclusively for your clinic during their assigned hours. They are not shared across multiple clients simultaneously. This allows them to learn your systems deeply, build relationships with your patients (in the context of scheduling calls), and function as a true extension of your team.

Your VA works your clinic's defined business hours in your time zone. They answer inbound calls, make outbound confirmation and recall calls, manage voicemail, and follow your specific call scripts and protocols. Overflow and backup protocols are built into the onboarding so your practice is never left without coverage.

Your VA works in your clinic's time zone during your operating hours. If you're a Pacific Time clinic operating 8am–5pm PT, your VA covers exactly those hours. Time zone alignment is a standard part of the matching process.

Yes — that's one of the most common use cases. VAs can act as primary front desk coverage, overflow coverage during peak call times, or dedicated lunch-hour coverage. Many clinics see the biggest ROI impact in the first 30 days simply from having every inbound call answered.

Yes. Our medical billing VAs handle charge entry, claims submission, denial management, payment posting, and billing follow-up. They work within your existing billing software and follow your specific payer rules. They're a complement to your billing team or a standalone billing support resource for smaller practices. See Medical Billing VA service page.

Yes — insurance verification is one of our most commonly requested services. VAs verify eligibility, confirm benefits (deductible, copay, coinsurance, visit limits), check pre-authorization requirements, and document results in your EMR before the patient's appointment. This eliminates day-of surprises and reduces claim denials. See Insurance Verification service page.

Yes. Prior authorization VAs submit PA requests, gather supporting clinical documentation, follow up with payers, track approval status, and manage denials and appeals. This is one of the highest-ROI VA functions for PT and chiropractic clinics — a dedicated PA VA can significantly reduce authorization delays and denials. See Prior Authorization service page.

Yes. Our AR follow-up VAs work your aged AR report — calling payers on outstanding claims, checking claim status, correcting and resubmitting denied claims, and escalating complex cases to your billing team. Many clinics recover significant revenue within the first 30–60 days of dedicated AR follow-up. See AR Follow-Up service page.

Yes. Credentialing VAs manage CAQH enrollment and maintenance, payer credentialing applications, re-credentialing, NPI management, group enrollment, and status tracking. Credentialing delays cost clinics revenue every day a provider is waiting to be approved — a dedicated credentialing VA reduces that timeline significantly. See Credentialing service page.

Yes. Patient reactivation VAs conduct outreach campaigns to lapsed patients (those who haven't been seen in 3–12 months), using your approved scripts and channels (phone, text, secure messaging). Many clinics have hundreds of inactive patients in their EMR — a focused reactivation campaign commonly produces significant same-month appointment bookings. See Patient Reactivation service page.

We work best with outpatient healthcare practices in the USA — physical therapy, chiropractic, neurosurgery, orthopedics, and sports medicine. Ideal clients generate $40k+ monthly revenue, have at least one provider, and are experiencing admin bottlenecks that are limiting growth or causing revenue leakage. We serve both solo practitioners and multi-provider groups.

Yes — many of our best-fit clients already have front desk staff. The VA handles the overflow, the back-office tasks (insurance verification, billing, credentialing), or specialized functions (prior auth, AR follow-up) that your in-clinic staff doesn't have bandwidth for. This lets your in-person staff focus on the patient experience while the VA handles the administrative pipeline.

Yes, if the practice generates enough revenue to justify the investment. Solo practitioners often benefit most from a front desk VA who handles all inbound calls, scheduling, and insurance verification — freeing the provider to focus entirely on care. Book a free audit and we'll assess your specific situation honestly.

Monthly performance summaries are provided by your dedicated success manager. Reports include call volume metrics, scheduling conversion rates (where applicable), tasks completed, and any issues flagged. You can also request weekly check-ins or custom KPI tracking for specific roles (e.g., prior auth approval rates, AR days outstanding).

You notify us in writing (email is fine) with standard advance notice as specified in your service agreement (typically 30 days). There are no cancellation fees. We'll handle offboarding, including revoking the VA's system access in a coordinated, secure manner. We'll also provide a final performance summary for your records.