FAQ
Answers to the most common questions about our virtual medical assistant services, onboarding process, security, billing, and support.
Frequently Asked Questions
Yes, we sign a BAA at the organizational level before any work begins. This is something we take seriously, and we are happy to provide a sample for your review. Feel free to reach out to our team at info@medicalvirtualassistant.us, and we will send it over.
Yes, we do. We have virtual assistants who have worked with behavioral health and psychiatric practices and understand the unique sensitivities that come with that environment, from how patients are communicated with, to documentation requirements and billing nuances specific to mental health. If you have any other specialty, we will make sure to match you with someone who has relevant experience in that space.
Yes. Our billing staff is experienced working with US-based insurance payors and understands the claims process, denial management, and follow-up procedures that come with it. Whether you are dealing with commercial plans, Medicare, or Medicaid, we have people who know the landscape and can make sure you get paid for the services rendered.
Yes, you can always interview the VMA before they join your team. We believe you should feel confident in whoever is joining your team, so we give you the opportunity to interview the candidate before any placement is finalized. If at any point a VA is not meeting your expectations, you just let the account manager know about it, and we will handle the rest. Whether the VA needs additional training or a replacement, we go for it, as getting the right fit matters to us just as much as it does to you.
At Medical Virtual Assistant LLC, every VMA works from our secure and supervised onsite office. They are not like freelancers, working from home. Our VMAs are divided into various teams, with each team being led by a Team Lead who monitors the performance and assists the VMAs wherever required. We also have a higher management committee for all the team leads to make sure there are no bottlenecks for anyone. If an error occurs, we address it directly and work with you to make sure it does not happen again. You will always have a point of contact on our end if something needs to be escalated.
All of our virtual assistants work from our secure office facility. The company provides them with the equipment and technology they need and ensures they work over encrypted connections and follow strict data handling protocols. This setup is a big part of why we are able to maintain HIPAA compliance and give healthcare providers the real peace of mind.
Medical Virtual Assistant LLC provides free backup support to all the partner healthcare providers. For every VMA you hire from us, you get a free secondary VMA who works on your systems to get an understanding of how your practice works. If your VMA is out sick, on vacation, or transitions out of the role, we make sure someone is ready to step in so your practice does not experience a coverage gap.
The majority of our virtual medical assistants are from Pakistan, where they work from our secure onsite office. These are our English-speaking VMAs who are trained and experienced in US healthcare workflows. We also provide bilingual virtual medical assistants who are mainly from the North American countries, such as Venezuela, Colombia, etc. To request a candidate from a specific country, please reach out to our support team at info@medicalvirtualassistant.us.
Yes, we offer both part-time and full-time coverage. Our minimum for part-time is 20 hours per week, billed hourly. If your needs fall below that, we can put together a flat-rate plan billed biweekly. Just reach out to us at info@medicalvirtualassistant.us, and we will figure out what works for your schedule and budget.
Our services start at $9 per hour, with no setup or training fees. We also offer customized plans depending on the scope of work, so if your needs are more specific or complex, we can put something together that makes sense for your practice.
Our virtual medical assistants typically have a college-level education. However, the majority of our VMAs are university graduates. Furthermore, many of our VMAs are qualified healthcare professionals, including doctors, nurses, dentists, physiotherapists, and others with hands-on clinical backgrounds. So while they are supporting your practice in a virtual capacity, they genuinely understand the medical world from the inside.
In many cases, yes. If you need additional hours beyond what was originally arranged, just let us know, and we will work with you to accommodate that. Flexibility is something we try to build into every working relationship.
No upfront cost, and no long-term contract required. All we need is a 30-day notice if you want to discontinue our services. Our goal is to earn your continued partnership through the quality of our work, not through binding agreements.
We primarily use VoIP, which is the most seamless option and what we recommend. That said, some providers prefer to use call forwarding from their existing phone system, and that works too. It really depends on your current setup. Our support team will walk you through the options during onboarding and help you get everything configured.
Most patients will not notice a difference. Our VAs are professional, well-spoken, and communicate in clear English. For Spanish-speaking patients, having a native Spanish speaker on the line is often a genuine advantage. They are trained to represent your practice, follow your protocols, and make every interaction feel consistent with the experience your patients already expect.
Onboarding is straightforward and guided every step of the way. Once you are ready to move forward, we match you with a candidate, you have a chance to interview them, and once you are happy with the fit, we get things set up. That includes connecting your phone system, getting your VA familiar with your workflows and any software you use, and making sure everything is running smoothly before they go live. Our support team stays involved through the process so nothing falls through the cracks.
If you have a landline, we can set up call forwarding so that your calls are routed directly to your virtual assistant. The process is simple, and our support team will help you get it configured. Your patients call the same number they always have. The only difference is who picks up.
Medical Virtual Assistant LLC is a healthcare-focused virtual support company serving providers across the United States. We offer six core service lines, including front desk operations, medical billing, credentialing, scribing, digital marketing, and general administrative support.
What sets us apart: while our services are delivered remotely, our entire team works in person from our own secure, HIPAA-compliant office. This is not a work-from-home arrangement. Our staff operates in a controlled, monitored environment with enterprise-grade security, giving you the accountability of an in-house team without the overhead costs.
Our medical billing team handles the full revenue cycle, including:
- Patient insurance verification prior to appointments
- Accurate medical coding (ICD-10, CPT, HCPCS)
- Claims submission to insurance payers
- Claims follow-up
- Denial management
- Payment reconciliation
- Patient statement generation
- Prior authorization requests
- Detailed reporting on collections, denials, and A/R aging
Yes, when done correctly. Your patients should be informed that a virtual scribe is present during their visit (a brief disclosure at the start of the appointment is typically sufficient). Our scribe is a business associate of your practice, covered by our signed BAA, and bound by strict confidentiality requirements.
The audio connection uses encrypted, HIPAA-compliant technology. This model is widely used across healthcare settings and is fully compliant when proper protocols are followed.
Most clients are fully operational within a week. We assign a dedicated onboarding manager who will walk you through system access, workflow documentation, communication protocols, and team introductions.