You have questions and we have answers!
These are the questions that most therapists we talk to usually ask. Please get in touch if you have a question that is not answered here.
Do you offer live answer phone support?
We do not offer live answer phone support. We have found that a shared VA cannot answer the phone live at a very high percentage without sacrificing world-class customer service. We are not willing to make that sacrifice.
We aim for a reasonable response time the same day. However, we prefer to set up an online scheduling option, so the potential client can book a time immediately, without waiting.
Additionally, we specialize in being able to take a new caller through the entire process of being matched with a therapist and set up in the EHR. This is something that most call centers and virtual receptionist companies are not able to do.
How do you train your VAs?
All of our VAs are trained on HIPPA compliance and essential mental health knowledge. Our phone support staff also receive training on empathetic listening, friendly sales strategies and how to convert callers to clients. Several of our team members are certified in email marketing, social media management and content marketing.
Do you require a long term commitment?
We want you to be supremely happy with our services and never leave! That is why we don't require any long term commitments. However, we have found that practice owners who really give the VA solution a solid chance have the most success. Nevertheless, we only ask for 30 days notice to end services.
What is the response time for returning client calls and email inquiries?
Each member of our team is a shared VA, meaning they support multiple practices. Your VA will respond promptly to voicemails and email inquiries. We aim for a reasonable response time the same day. However, we prefer to set up an online scheduling option, so the potential client can book a time immediately, without waiting.
Call centers are much better at offering live answer, where we excel at walking callers through the process of becoming a client, including therapist matching, scheduling and getting setup in the EHR.
What days and hours do you provide phone support?
We provide phone support Monday through Friday from 9:00 am -5:00 pm in the time zone of your VA . All of our VAs are based in the US.
Can I train my VA and have them use my call scripts?
You can absolutely do hands on training with your VA and have them use your custom call scripts. We encourage ongoing training to refine and improve communication and efficient systems for your business.
Can my VA provide initial consultation as well as scheduling?
Our phone support staff are trained to do initial consultations. They can find out more about the client’s presenting problems, express empathy, communicate the value of therapy and help them schedule a first appointment. If the person really needs to talk to a therapist they can be connected with the right therapist in your practice.
Will you sign a Business Associates Agreement (BAA)?
You don't need to provide a BAA we have one!
We provide a detailed Business Associates Agreement and we are committed to maintaining the confidentiality of your client’s information at all times.
How does the pricing work?
The pricing is meant to be simple and easy to understand. You will choose a package that includes a set amount of time that is ideal for the tasks you need completed. You will pay the set package fee at the beginning of each month. The actual cost per hour goes down when the package time increases. This way we can grow with your business.
Click HERE for package details.
How does the included 2 hours of setup time work?
Getting setup with a phone support VA in your practice always takes more time than you think. That is why we include 2 hours of time FREE of charge to get you up and running. This is how we structure it. (Note: this does not apply to members who only need marketing support)
- Document review by your VA : 30 minutes
- 1:1 training with you : 1.5 hours
- Anything outside of this would need direct approval from you
How will my VA track the time they spend on my business?
All of our VAs use our nifty time tracking software and we track tasks by the minute without rounding up! You will also get a detailed monthly report.
How will I be charged if I go over the time included in my package?
It's not a problem if you use more time than your package. We will communicate with you before you reach the end of your time for the month. You have the option to stop at the end of your time or continuing using more of your VA’s time. You will only be charged for the actual time used and it will show up on the following month’s invoice.
What happens if I don't use all of the time included in my package?
We want you to get the most benefit out of using our services. However, if you don't use all your hours in the current month they will expire. In the beginning, we will assess your needs and set you up with a time package that is perfect for you. If you have a slow month, we can suggest tasks or projects for your VA to work on for you. If you need less than 20 hours per month we can recommend other VA companies or independent VAs that can accommodate your needs.
How do you help with social media, email marketing & content marketing?
In short, we help you execute your marketing plan and stay on track with consistent publishing. Our certified digital marketing experts understand the strategy as well as how to do the tasks.
In most cases the content, whether blog posts, videos or newsletters copy is provided by the practice owner and we upload and schedule it for you. We can absolutely help you with finding content to post on social media and creating good looking images for those platforms as well.
Can my VA track all of my incoming referrals?
Yes, your VA can maintain your referral tracking spreadsheet and stay in close communication with you in the process. They can also help you track your monthly conversion rate, i.e. how many of your referrals actually become clients.
You don't have a referral tracking spreadsheet? Not a problem! We are happy to create one for you.
What software and technology do you support?
In terms of EHRs we only support SimplePractice & TherapyNotes. There are lots of phone systems to choose from and we can work with any of them. Our team of VA’s are familiar with many other software platforms used for private practice, such as Google Workplace (formerly GSuite), project management apps, task tracking apps and others. We will do our best to work with the software you already use, but will also make recommendations if we think there is a better option.
When will I be invoiced and how can I pay?
You will receive an invoice at the beginning of each month that includes the fee for the package you signed up for as well as any extra time used in the previous month. You can easily pay by credit card online. We can also handle payments directly for you and save you a bit more time.
What do I do when my VA gets sick or goes on vacation?
Not to worry, we have you covered. We have other members of our team who are ready to step in and assist you with your daily needs when your VA is sick or on vacation.
What do I do if I am unhappy with my VA?
We highly recommend that you establish good communication with your VA from the beginning, including regular meetings and a way to track tasks together. However, there might be a situation where things are just not working out. We recommend you reach out to your VA to sort things out.
If you still need assistance you can reach out to our Client Happiness Manager, Tracel Callahan. We want to make sure you are happy and you are getting the support you and your business need. We will work to solve any issues, assign you to a new VA or help you end the contract if necessary.