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.
What is the average response time for inquiries?
We require inquiries to be responded to within 24 hours.
However, your VA will respond promptly to voicemails and email inquiries. We aim for a reasonable response time the same day. Each member of our team is a shared VA, meaning they support multiple practices.
Having an online scheduling option can be very helpful, so the potential client can book a time immediately, without waiting.
If you're looking for live answer, a call center may be worth considering as this is one of their main benefits. At Productive Therapist, we excel at walking callers through the process of becoming a client, including therapist matching, scheduling, and getting setup in the EHR.
When do your VAs work?
We provide phone support Monday through Friday from 9:00am - 5:00pm in the time zone of your VA.
All of our VAs are based in the US.
Do you offer live answer?
We do not offer live answer phone support. We have found that a shared VA cannot answer the phone live without sacrificing great customer service. Excellent customer service is non-negotiable for us, so for that reason we don't offer live answer.
We aim for a reasonable response time, preferably same day. However, we also require that all inquiries are responded to within 24 hours.
We've found that online scheduling can be a life-changing adjustment to the intake process, as it allows the potential client to book a time that works for them. This also allows the VA to structure their day around these scheduled calls, which leads to greater productivity.
We also specialize in matching the caller with the right clinician and then setting them up in your EHR. This is something that most call centers and virtual receptionist companies are not able to do.
Do you offer vacation/sick coverage?
Much like a regular, in-office intake coordinator role, we do not offer coverage when a VA is out sick or on vacation.
Your VA will create personalized cross-training videos for your practice, as well as a Day In The Life document, and a Quickstart sheet with all the needed platform login information for the practice. These videos and documents are kept in your cloud storage, so anyone can jump in and take care of intakes while your VA is out.
Your VA will also give you at least 2-3 weeks notice before their planned time off, so you will have plenty of time to prepare.
Some of our practice owners opt to just block the intake calendar while their VA is out and have them catch up upon their return. Many others have found the training videos and Quickstart sheets very helpful in arranging coverage for their practice.
Do you work with testing practices?
Yes, we do!
How does the pricing work?
We've designed our pricing to be simple and accessible to as many practice owners as possible.
We offer one base package of 20 hours per month. If you choose to use more time than that, any hourly overages are charged at the same hourly rate as your base package.
Your VA will email you when you use 100% of your time package and give you the option to keep going, pause services for the month, have them work a certain amount of time per day/week or only on certain tasks. You stay in control of how much time you choose to use!
What if I go over my time 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 if I don't use all the time 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 will my VA track their time?
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.
When will I be invoiced? How can I pay?
You'll receive an invoice at the beginning of each month that includes the fee for your base package of 20 hours per month. You will receive a second invoice for any extra time you used in the previous month. You can easily pay by credit card online.
How long is the contract?
We want you to be supremely happy with our services and never leave!
We want you to always be in control of your business journey, so we just require 30 days notice if you decide to end services.
Will you sign a 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.
What if I'm 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 first to your VA to sort things out.
If you still need assistance you can reach out to either your Team Lead or Director. We want to make sure you're happy and that you're getting the support you and your business need. We will work with you to resolve any issues.
How do you train your VAs?
All of our VAs are trained on HIPAA compliance and essential mental health knowledge. Our phone support staff also receives training on empathetic listening, friendly sales strategies and how to convert callers to clients. Therapy Intake Pro is our unique, industry leading training program that we use and also offer to other practices.
Can I train my VA and have them use my call scripts?
We encourage one-on-one training with your VA. We also strongly recommend having them use your custom call scripts.
We encourage ongoing training to refine and improve communication and efficient systems for your business.
Can my VA do initial consultations 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 my VA track 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 platforms do you support?
In terms of EHRs we only support SimplePractice, TheraNest & 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.
What about social media, etc?
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.