Frequently Asked Questions

VAs from gig platforms require you to train, manage, and replace them. We arrive ready-trained on optometry workflows, insurance (VSP vs EyeMed), and your EMR. You buy a managed team and results, not a person to babysit.

Yes. We train specifically on healthcare workflows-insurance verification, recall protocols, and your provider preferences. This isn't generic call center staff reading scripts.

That's exactly who we built this for. We function as your centralized intake backbone across every location-one team, one playbook, one dashboard.

Unlike hiring a single VA, we operate as a team with built-in redundancy. If one coordinator is out, another trained team member covers seamlessly. You never experience gaps in coverage.

No. We answer as your practice using your greeting. Patients experience us as an extension of your team. We're trained on your office protocols, provider schedules, and can answer questions about your practice just like your front desk would.

We handle the common calls that take up 80% of your phone time—scheduling, insurance questions, directions, hours. For clinical questions or situations requiring your staff, we warm-transfer to your team or take a detailed message with priority flagging.

You have full visibility. Every call is recorded and available in your dashboard. You approve our scripts, set our protocols, and we follow your playbook. Think of us as your front desk's best friend—we handle overflow and after-hours so they can focus on in-office patients.

Full team integration takes 1-4 weeks depending on your workflows and EHR complexity. Simple setups can go live in as little as one week.

We start with a detailed discovery call to understand your practice. Then we shadow your current processes, document your protocols, and train our team on your specific needs before going live.

We integrate with most major systems including Eyefinity, RevolutionEHR, Dentrix, Eaglesoft, Open Dental, ModMed, AdvancedMD, and many others. If you use it, we likely support it.

Our team operates under a full Business Associate Agreement (BAA). All data stays within HIPAA-compliant systems with the same security protocols as US-based staff.

Patient data stays in your existing systems. We access your EMR/PM just like your in-house staff would, following all your existing security protocols and access controls.

Yes, we sign a Business Associate Agreement with every client before any patient information is accessed. This is non-negotiable for us.

We use transparent weekly pricing based on your practice size and service level. No hidden fees, no per-call charges. You know exactly what you're paying each week.

We offer month-to-month service after an initial 90-day commitment. The 90 days allows proper training and integration. After that, you can cancel with 30 days notice.

Most practices see positive ROI within the first month. With the average missed call representing $2,400 in patient lifetime value, capturing just a few additional patients per month pays for the service.

We support multiple integration methods-call forwarding, VoIP integration, or direct phone system connection. We'll recommend the best approach based on your current setup.

Yes, all calls are recorded and available for your review. You'll have access to a dashboard where you can listen to calls, review metrics, and track performance.

All plans include 24/7 coverage. The difference is in customization: Starter plans use our standard workflows, Scale plans offer moderate customization to match your protocols, and Enterprise plans include full workflow customization with dedicated support.