Virtual Administration & Reception

Our Virtual Administration and Reception team operate as a true extension of your onsite team, representing you and your practice. Our personal, prompt and professional staff provide the essential administration infrastructure for specialist doctors, delivering personalised services to support and enhance medical practices. We help to empower you to focus on your patients, not the hassle of running a practice.

Looking to outsource your reception duties and improve efficiency?

What are the benefits?

Remove the administration burden

Our Australian-based team will work as informed and engaged members of your team and run the administration processes that your practice requires on a daily basis. They can manage all correspondence, messages, and tasks with accuracy and efficiency. This assists you to regain valuable time and focus on what matters most: growing your practice and delivering exceptional patient care.

Reduce the cost of hiring

Hiring staff can be a time-consuming and resource-intensive process as you look to grow your practice, let alone the hassle of staff turnover. By outsourcing to our team, you can streamline this process and remove the additional stress and costs associated with recruitment and onboarding, with the added benefit of no insurance, superannuation or payroll tax. Plus, it is a tax-deducible expense.

Improve patient experience

Engage a high-quality, offsite practice administration team to answer your calls promptly, handle appointment bookings efficiently, and resolve patient concerns with professionalism and help to streamline their experience, setting the stage for positive patient interactions from the very first touch point and beyond.

Get the experience

Our team have administrative skills, medical industry experience, competency, and a passion for patient care. From admission management to billing and theatre list management, we provide comprehensive support for your patients and practice. We can also offer additional virtual services including Theatre List Management (TLM), Medical and Surgical Billings, Bookkeeping Reconciliation activities and VoiceBox Intelligent Transcription (VBIT).

Personalised off-site team

We will provide a small team of dedicated medical secretaries who will be fully equipped to understand your practice's unique processes and protocols and will develop a clear understanding of your practice and patients. We will seek to learn as much about your practice as possible to ensure that your small team can provide a high level of support from our motivated medical administration assistants. We work on your practice software and answer your own telephone number, giving your practice an efficient and professional image five days per week.

Maximise efficiency

Our high quality, resilient teams work for you and your patients to provide an efficient and seamless experience within your practice software infrastructure. Be assured that our virtual medical receptionists are fully trained, technically skilled and are carefully supervised by experienced team leaders to help ensure your practice can run smoothly.
Responsibilities include:And they must have extensive knowledge and understanding of:

· Phone answering

· Taking and relaying messages

· Scheduling appointments and surgeries

· Sending appointment reminders and follow-up calls or emails 

· Performing database and file system management


· Typing correspondence and reports 

· Processing patient billing and medical insurance claims

· Medical terminology 

· Health insurance rules 

· Medical billing procedures 

· Medical practice workflows 

· Processes and procedures specific to your practice 

· Both doctor and patient needs

Case study – Virtual Administration & Reception

Download our free eBook to discover how successful practices leverage our virtual administration and reception service to boost capabilities, increase efficiency and improve patient care.

Frequently asked questions

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 referred enquiries regarding your practice operations and services as well as general information 
  • For smaller practices our Virtual Administration Reception Service (VARS) includes managing inbound phone calls and all other administration duties 
  • For GP and larger specialist practices our Call Overflow Virtual Reception (COVR) service supports your front desk team 

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 improves front-desk efficiency, relieves 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

Enhance your busy in-house team with support from Avant Practice Solutions

Find out more about our Call Overflow Virtual Reception Service


Persons implementing any recommendations contained on this webpage must exercise their own independent skill or judgment or seek appropriate professional advice relevant to their own particular practice. Compliance with any recommendations will not in any way guarantee discharge of the duty of care owed to patients and others coming into contact with the health professional or practice. Avant and Avant Practice Solutions are not responsible to you or anyone else for any loss suffered in connection with the use of this information. Information is only current at the date initially published. © Avant Mutual Group Limited 2024.

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