HighCall

Menu
Menu

5 Mistakes to Avoid When Hiring a Virtual Assistant

Outsourcing to a virtual assistant can be a game-changer for busy doctors and medical practices—but only if you do it right. A well-matched medical virtual assistant can improve efficiency, reduce administrative burden, and even enhance the patient experience.

But too often, practices rush the process or overlook key steps—leading to costly setbacks.

Here are 5 common mistakes to avoid when hiring a virtual assistant:

1. Hiring a General VA Instead of a Medical Virtual Assistant

Not all virtual assistants are trained in healthcare. A general VA may not understand medical terminology, EHR systems, or HIPAA compliance—which can create more problems than they solve.

✅ What to do instead: Look for a medical virtual assistant with specific experience supporting healthcare providers and a strong understanding of compliance and patient confidentiality.

2. Not Defining the Role Clearly

One of the biggest mistakes practices make is being vague about what they want their virtual assistant to do. Without clear responsibilities, even the best VA will struggle to deliver results.

✅ What to do instead: Outline specific tasks (e.g., appointment scheduling, insurance verification, chart updates) and establish KPIs or expectations from the beginning.

3. Overloading Your VA Immediately

Even if your VA is skilled, dumping all your backlog on them in week one can lead to burnout or miscommunication. They need time to learn your tools, tone, and workflows.

✅ What to do instead: Onboard gradually. Start with high-impact, repeatable tasks and scale as they become more familiar with your practice.

4. Failing to Check for HIPAA Compliance

When you’re dealing with patient data, privacy isn’t optional. If your virtual assistant—or the agency providing them—isn’t HIPAA-compliant, your practice could face serious legal consequences.

✅ What to do instead: Confirm that the assistant is trained in HIPAA, and that all communication and task management platforms used are secure and compliant.

5. Not Setting Up a Communication System

Out-of-sight shouldn’t mean out-of-mind. Without a reliable way to communicate, tasks fall through the cracks and expectations go unmet.

✅ What to do instead: Use structured tools like Slack, Microsoft Teams, or a project management system, and establish daily or weekly check-ins.

Final Thoughts

Hiring the right virtual assistant for your medical practice can transform how you operate—but only if you take the time to do it right. Avoiding these common mistakes will save you time, money, and stress—and help you build a more productive, long-term working relationship.

Need help finding the right fit?

HighCall VA specializes in providing trained, HIPAA-compliant medical virtual assistants who integrate seamlessly into your workflow. Whether you need front desk support, billing help, or someone to manage your calendar, we’ll help you avoid the guesswork.

👉 Book a free discovery call today and start working smarter, not harder.

Share Article:

Medical Receptionist

Position Overview

As a Medical Receptionist, you will be the first point of contact for patients, delivering exceptional customer service while managing key administrative tasks. This role is essential in fostering efficient communication between patients and healthcare providers, enhancing the patient experience, and maintaining HIPAA compliance.

Key Responsibilities

Patient Communication

  • Handle patient inquiries via phone, email, or chat with professionalism and empathy.
  • Respond to questions about appointments, test results, and general concerns while adhering to HIPAA guidelines.

 

Appointment Scheduling and Coordination

  • Schedule and confirm appointments, medical tests, and procedures promptly to ensure practice efficiency.
  • Reschedule or cancel appointments as necessary, keeping patients informed of any changes.

 

Electronic Health Records (EHR) Management

  • Update and maintain patient records accurately, including demographic and medical information, while ensuring confidentiality and compliance.
  • Retrieve and relay relevant patient information to healthcare providers as needed.

 

Message and Information Relay

  • Relay accurate messages regarding scheduling, prescription refills, test results, and referral updates between patients and healthcare providers.

 

Insurance Verification and Updates

  • Verify insurance details and update patient records to streamline billing and claims processes.
  • Address and resolve basic insurance-related queries to enhance the patient experience.

 

Role Details

  • Specific tasks and KPIs will be determined during the client interview.

Educational and Professional Background

Preferred Qualifications

  • Degree or certification in healthcare-related fields (e.g., Nursing, Physical Therapy, Medical Transcription, Pharmacy).

 

Experience Requirements

  • Minimum of 1 year of experience in customer service within a healthcare account, either in a BPO setting or as a Virtual Assistant.
  • Familiarity with U.S. healthcare systems, including medical terminology, insurance processes, and HIPAA compliance.

Skills and Competencies

Communication Skills:

  • Excellent verbal and written English communication skills.
  • Ability to handle challenging conversations with empathy and professionalism.

 

Organizational Skills:

  • Strong multitasking and time management skills with attention to detail.
  • Capability to prioritize tasks in a fast-paced environment.

 

Technical Skills:

  • Proficiency in Electronic Health Record (EHR) systems and relevant scheduling software.
  • Familiarity with Microsoft Office Suite, Google Workspace, and other virtual collaboration tools.

Tech Requirements

Primary Setup

Primary Computer:

  • Minimum Intel Core i3 (8th generation or above). Recommended: Intel Core i5 (8th generation or above).

 

Operating System:

  • Windows 10 Home/Pro (64-bit, Genuine) or macOS X 10.14 and above.

 

Headset:

  • Noise-canceling headset with a dedicated microphone.

 

Webcam:

  • HD (720p or 1080p) webcam for virtual meetings and interactions.

 

Internet Connection:

  • DSL or Fiber with a minimum speed of 50 Mbps.

 

Backup Setup

Backup Computer:

  • Must meet the same specifications as the primary computer.

 

Backup Internet:

  • Wired internet, prepaid modem, or pocket Wi-Fi with a consistent minimum speed of 25 Mbps. (Mobile data is not recommended)

 

Backup Power:

  • Portable generators or rechargeable power stations to ensure work continuity during outages.

 

Provide backup computer in 30 days when hired

Work Environment

Dedicated Workspace

  • Must be quiet and free from distractions to ensure focus and professionalism during work hours.

 

Professional Setup

  • Proper lighting to ensure clear visibility during virtual meetings.
  • Neutral or company-approved background to maintain a professional appearance.

 

HIPAA Compliance

  • Workspace must allow for secure handling of sensitive patient information.

Work Schedule

  • Ability to work full-time U.S. hours, including night shifts and weekends as required by the client.

This will close in 0 seconds

Medical Scribe

Position Overview

As a Medical Scribe, you will play an integral role in supporting healthcare providers by ensuring accurate and detailed documentation of patient encounters and medical procedures. You will work in real time to create precise medical records, aiding in the delivery of efficient and high-quality patient care. Your expertise will streamline provider workflows, allowing them to focus more on patient interactions and less on administrative tasks.

Key Responsibilities

Real-Time Documentation

  • Accurately document patient visits, including medical histories, physical exams, diagnostic findings, and treatment plans as they occur.
  • Transcribe provider notes in real time during patient encounters.

 

Preparation and Follow-Up

  • Prepare laboratory and imaging orders based on provider instructions.
  • Follow up on test results and ensure they are properly documented and communicated to the provider.

 

Prescription Coordination

  • Verify prescription details and assist in coordinating prior authorizations when required.
  • Ensure accurate documentation of medication orders and changes.

 

Patient Chart Management

  • Maintain organized and up-to-date patient records, ensuring accurate information for seamless continuity of care.
  • Ensure all patient documentation adheres to HIPAA standards for confidentiality and security.

 

Provider Support

  • Act as a reliable assistant to healthcare providers by streamlining administrative documentation tasks.
  • Assist in documenting patient instructions and educational materials when applicable.

 

Role Details

  • Specific tasks and KPIs will be finalized during the client interview.

Educational and Professional Background

Preferred Qualifications

  • Degree or certification in healthcare-related fields (e.g., Nursing, Physical Therapy, Medical Transcription, Pharmacy).

 

Experience Requirements

  • Minimum of 1 year of experience as a medical scribe or transcriptionist in a healthcare BPO setting or as a Virtual Assistant.
  • Familiarity with medical terminology, diagnostic codes, and treatment plans.

Skills and Competencies

Communication Skills:

  • Excellent written and verbal English communication skills.
  • Ability to interact professionally with healthcare providers and team members.

 

Attention to Detail:

  • Exceptional ability to maintain accuracy and consistency in documentation.
  • Strong organizational skills to manage multiple patient records effectively.

 

Technical Skills:

  • Proficiency in Electronic Health Record (EHR) systems, medical transcription tools, and other healthcare-related software.
  • Fast and accurate typing skills (50+ WPM preferred).
  • Comprehensive understanding of HIPAA compliance and security protocols.

Tech Requirements

Primary Setup

Primary Computer:

  • Minimum Intel Core i3 (8th generation or above). Recommended: Intel Core i5 (8th generation or above).

 

Operating System:

  • Windows 10 Home/Pro (64-bit, Genuine) or macOS X 10.14 and above.

 

Headset:

  • Noise-canceling headset with a dedicated microphone.

 

Webcam:

  • HD (720p or 1080p) webcam for virtual meetings and interactions.

 

Internet Connection:

  • DSL or Fiber with a minimum speed of 50 Mbps.

 

Backup Setup

Backup Computer:

  • Must meet the same specifications as the primary computer.

 

Backup Internet:

  • Wired internet, prepaid modem, or pocket Wi-Fi with a consistent minimum speed of 25 Mbps. (Mobile data is not recommended)

 

Backup Power:

  • Portable generators or rechargeable power stations to ensure work continuity during outages.

 

Provide backup computer in 30 days when hired

Work Environment

Dedicated Workspace

  • Must be quiet and free from distractions to ensure focus and professionalism during work hours.

 

Professional Setup

  • Proper lighting to ensure clear visibility during virtual meetings.
  • Neutral or company-approved background to maintain a professional appearance.

 

HIPAA Compliance

  • Workspace must allow for secure handling of sensitive patient information.

Work Schedule

  • Ability to work full-time U.S. hours, including night shifts and weekends as required by the client.

This will close in 0 seconds

Patient Care Coordinator

Position Overview

As a Patient Care Coordinator, you will provide comprehensive virtual support to patients, ensuring their care journey is seamless and satisfactory. Your role will involve addressing patient concerns, scheduling appointments, and facilitating communication between patients and healthcare providers. By offering remote support and guidance, you will help patients navigate their healthcare needs while maintaining high standards of confidentiality and professionalism.

Key Responsibilities

Patient Inquiry Management

  • Address patient inquiries related to appointments, billing, insurance, and other concerns with empathy and professionalism.
  • Assist patients in understanding their care plans and medical needs.

 

Appointment Scheduling

  • Schedule and manage follow-ups, outpatient procedures, and other healthcare appointments.
  • Coordinate with providers to optimize scheduling efficiency and minimize patient wait times.

 

Remote Patient Monitoring

  • Monitor patient health data through remote tools to identify potential issues and ensure timely interventions.
  • Notify healthcare providers of any urgent concerns or significant changes in patient data.

 

Patient Education and Support

  • Educate patients about their treatment plans, prescribed medications, and ongoing care needs.
  • Provide clear and concise explanations to improve patient adherence and understanding.

 

Liaison Between Patients and Providers

  • Act as a bridge between patients and healthcare providers, ensuring clear and timely communication of medical instructions and updates.
  • Address patient concerns by relaying feedback to healthcare teams for resolution.

 

Community Resource Connection

  • Assist patients in accessing community resources and funding for special care needs.
  • Guide patients through the process of obtaining financial support for medical treatments or equipment.

 

Role Details

  • Specific tasks and KPIs will be finalized during the client interview.

Educational and Professional Background

Preferred Qualifications

  • Degree or certification in healthcare-related fields (e.g., Nursing, Physical Therapy, Medical Transcription, Pharmacy).

 

Experience Requirements

  • Minimum of 1 year of experience in patient care coordination, customer service within a healthcare account in a BPO setting, or as a Virtual Assistant.
  • Familiarity with patient management systems and remote monitoring tools.

Skills and Competencies

Communication Skills:

  • Excellent written and verbal English communication skills.
  • Ability to simplify complex medical terms for patients and provide clear explanations.

 

Organizational Skills:

  • Strong problem-solving and multitasking skills with attention to detail.
  • Proficiency in managing schedules and tracking patient information accurately.

 

Technical Proficiency:

  • Familiarity with patient management systems, EHR platforms, and remote monitoring tools.
  • Competence in educating patients about treatment plans, medications, and ongoing care.

Tech Requirements

Primary Setup

Primary Computer:

  • Minimum Intel Core i3 (8th generation or above). Recommended: Intel Core i5 (8th generation or above).

 

Operating System:

  • Windows 10 Home/Pro (64-bit, Genuine) or macOS X 10.14 and above.

 

Headset:

  • Noise-canceling headset with a dedicated microphone.

 

Webcam:

  • HD (720p or 1080p) webcam for virtual meetings and interactions.

 

Internet Connection:

  • DSL or Fiber with a minimum speed of 50 Mbps.

 

Backup Setup

Backup Computer:

  • Must meet the same specifications as the primary computer.

 

Backup Internet:

  • Wired internet, prepaid modem, or pocket Wi-Fi with a consistent minimum speed of 25 Mbps. (Mobile data is not recommended)

 

Backup Power:

  • Portable generators or rechargeable power stations to ensure work continuity during outages.

 

Provide backup computer in 30 days when hired

Work Environment

Dedicated Workspace

  • Must be quiet and free from distractions to ensure focus and professionalism during work hours.

 

Professional Setup

  • Proper lighting to ensure clear visibility during virtual meetings.
  • Neutral or company-approved background to maintain a professional appearance.

 

HIPAA Compliance

  • Workspace must allow for secure handling of sensitive patient information.

Work Schedule

  • Ability to work full-time U.S. hours, including night shifts and weekends as required by the client.

This will close in 0 seconds

Medical Biller

Position Overview

As a Medical Biller, you will play a vital role in the healthcare revenue cycle, ensuring that billing processes run smoothly and efficiently. Your expertise in claims management, insurance verification, and financial recordkeeping will help healthcare providers maintain compliance, reduce denials, and optimize revenue. You will be responsible for processing claims, resolving billing issues, and delivering excellent service to both patients and healthcare providers.

Key Responsibilities

Patient Billing Management

  • Manage patient accounts and respond to billing inquiries with accuracy and professionalism.
  • Ensure billing information is complete and up-to-date to minimize discrepancies.

 

Insurance Claims Processing

  • Submit and process insurance claims, ensuring accuracy and adherence to payer guidelines.
  • Handle claim denials by conducting follow-ups and implementing corrective actions to resolve issues.

 

Revenue Cycle Oversight

  • Monitor the revenue cycle, identifying areas for improvement to streamline financial operations.
  • Assist in reconciling accounts and resolving outstanding balances.

 

Insurance Verification

  • Verify patient insurance coverage and eligibility to ensure accurate billing.
  • Communicate with insurance providers to clarify coverage details and resolve discrepancies.

 

Payment Posting and Recordkeeping

  • Post payments from insurance companies and patients to maintain accurate financial records.
  • Generate financial reports and summaries for the healthcare provider’s review.

 

Regulatory Compliance

  • Ensure billing practices comply with industry regulations, including HIPAA, and adhere to standard coding guidelines such as CPT and ICD-10.

 

Role Details

  • Specific tasks and KPIs will be finalized during the client interview.

Educational and Professional Background

Preferred Qualifications

  • Degree or certification in medical billing, coding, or a related healthcare field.

 

Experience Requirements

  • Minimum of 1 year of experience in medical billing, revenue cycle management, or claims processing, either in a BPO setting or as a Virtual Assistant.
  • Familiarity with CPT and ICD-10 coding, insurance guidelines, and billing regulations.

Skills and Competencies

Communication Skills:

  • Excellent written and verbal English communication skills for interacting with patients, insurance companies, and healthcare providers.

 

Analytical Skills:

  • Strong ability to analyze claims, identify issues, and implement solutions for denial management.

 

Organizational Skills:

  • Exceptional time-management and multitasking abilities to handle a high volume of claims and accounts.

 

Technical Proficiency:

  • Proficiency in medical billing software, EHR platforms, and financial recordkeeping tools.
  • Comprehensive understanding of CPT and ICD-10 coding, as well as insurance guidelines.

Tech Requirements

Primary Setup

Primary Computer:

  • Minimum Intel Core i3 (8th generation or above). Recommended: Intel Core i5 (8th generation or above).

 

Operating System:

  • Windows 10 Home/Pro (64-bit, Genuine) or macOS X 10.14 and above.

 

Headset:

  • Noise-canceling headset with a dedicated microphone.

 

Webcam:

  • HD (720p or 1080p) webcam for virtual meetings and interactions.

 

Internet Connection:

  • DSL or Fiber with a minimum speed of 50 Mbps.

 

Backup Setup

Backup Computer:

  • Must meet the same specifications as the primary computer.

 

Backup Internet:

  • Wired internet, prepaid modem, or pocket Wi-Fi with a consistent minimum speed of 25 Mbps. (Mobile data is not recommended)

 

Backup Power:

  • Portable generators or rechargeable power stations to ensure work continuity during outages.

 

Provide backup computer in 30 days when hired

Work Environment

Dedicated Workspace

  • Must be quiet and free from distractions to ensure focus and professionalism during work hours.

 

Professional Setup

  • Proper lighting to ensure clear visibility during virtual meetings.
  • Neutral or company-approved background to maintain a professional appearance.

 

HIPAA Compliance

  • Workspace must allow for secure handling of sensitive patient information.

Work Schedule

  • Ability to work full-time U.S. hours, including night shifts and weekends as required by the client.

This will close in 0 seconds