Call Overflow and Virtual Reception

We support all kinds of practices, from single-doctor practices to large multisite, multi-doctor practices.

Our virtual reception services replicate administration tasks on-site using our off-site teams, through a process of careful on-boarding and training. Your Virtual Administration and Reception Team operates as a true extension of your onsite team, representing you and your practice:

· Bespoke and designed patient care and call answering

· Our goal is to complete the administration tasks triggered by a phone call

· Managing appointment bookings and rescheduling directly into your practice software

· Personal messages relayed via internal messaging, email, text or phone call

· After hours message recording service and follow up

· Support for patient and referrer enquiries regarding your practice operations and services as well as general information

· For GP and larger specialist practices our Call Overflow Virtual Reception (COVR) service supports your front desk team

· For smaller practices our Virtual Administration Reception Service (VARS) includes managing inbound phone calls and all other administration duties

The Call Overflow Virtual Reception (COVR) service is limited to inbound calls, however our team can also provide other administration services, such as:

· End-to-end Theatre List and Admissions Management

· Management of correspondence, both electronic and paper (VARS)

· Sending appointment confirmation reminders via SMS and letters to new patients (VARS)

· Following up outstanding documentation such as referrals and results (VARS)

· Sending correspondence and reports (VARS)

· Processing patient billing and medical insurance claims (Billings+)

· Appointment diary management (VARS)

· Medical transcription (VoiceBox Intelligent Transcription)

Absolutely. Our Call Overflow Virtual Reception service (COVR) is an efficient option that works to improve front-desk efficiency, relieve staffing pressures and ensure a consistently positive experience for patients.

Our staff are trained medical secretaries who are managed in small teams of 3 to 5 people, with a focus on patient care and oversight of healthcare workflows. All have a detailed knowledge of the practices they work with, and access to experience in Practice Management, Medical and Surgical Billings, the Healthcare Industry and private medical practice. Our Australian-based VARS and COVR teams are familiar with:

· Doctor and patient needs

· All leading medical practice software

· Medical practice workflows

· RACGP accreditation standards for call handling and triaging

· Australian Privacy Principles

· Medical terminology

· Medical and surgical billing procedures

· Processes and procedures specific to your practice