Question 1

Who are Apogee Virtual Assistants?

Accepted Answer

Our VA’s are primarily from the Philippines a country known for its skilled and talented workforce. We at Apogee Virtual Assistants only hire candidates that are articulate, fluent in english and have bachelor's degrees in nursing or from a related medical field, they must have work experience as a registered nurse or as a healthcare professional which largely contribute to the necessary knowledge of healthcare terminology and processes in the medical profession.

Question 2

Will there be any communication barriers with the VAs?

Accepted Answer

We require that all our VAs hold a bachelor's degree and speak fluent English to ensure that they are well-equipped to communicate effectively with both you and your patients.

Question 3

What is the difference between an in-office staff and virtual assistants?

Accepted Answer

Virtual assistants act as an extension of your practice and can help manage the backend tasks and services so you're in-office staff can focus on in-patient care and provide the best healthcare experience possible.

Question 4

How can a VA save me time and money?

Accepted Answer

Survey shows that a US-based medical assistant’s median hourly rate is at $18-$27 or an average of $43,200 annually. You can significantly reduce that amount by hiring our VA’s who are based in the Philippines, who do not require additional office space, and sets your business free from US labor obligations, you do not have to pay payroll taxes, workers compensation, health insurance, paid vacations, holidays and sick leaves unlike a full-time US-based worker.

Question 5

Are you HIPAA compliant?

Accepted Answer

Our Virtual Assistants are all HIPPA trained and certified. During our onboarding process, our team verifies that all computer hardware and anti-virus software comply with our standards. US companies are essential to the Philippine economy, which led the Philippine government to enact strict laws prohibiting Philippine citizens from disclosing confidential information in order to make US companies feel secure while conducting business there.

The 2012 Data Privacy Act which serves as a counterpart to the HIPAA statute here in the US gives extensive protection to US companies that employ Philippine labor, while severely punishing Philippine Nationals who participate in exposing Patient Health Information of US firms. (Read more about the Data Privacy Act of 2012)(https://en.wikipedia.org/wiki/Data_Protection_Act,_2012)

Question 6

Would it be possible to get multiple or additional VAs?

Accepted Answer

This is highly encouraged as we can provide different kinds of services for you so you can have more time for your patients. Let your Support Manager know and we will help you find the right professionals to add to your practice.

Question 7

How do I find the right VA?

Accepted Answer

Our team is highly trained in matching you with a VA as we go through a thorough screening process. Leave the hard work to us and we will handle it efficiently for you.

Question 8

How do you select your VAs?

Accepted Answer

We allocate a significant amount of time, money and effort for our recruiting and vetting process to ensure we hire top quality talent. Our experienced recruitment team in the Philippines extensively screens our recruits for communication skills, attitude, aptitude, work ethic, dedication and integrity. Most importantly we ensure that they are well-versed with Electronic Medical Records (EMR) and medical scribe softwares.

Question 9

Will a VA work in my time zone?

Accepted Answer

Our VAs will work based on your work hours. Rest assured that they will be available at the same time as your practice’s operating hours.

Question 10

What kind of computer software or tools a VA uses/needs?

Accepted Answer

VAs already have basic knowledge of common office applications such as Microsoft Word, PowerPoint, and Excel. Other applications that are commonly used are:

• RingCentral, WhatsApp and 3CX for voice-only calls.
 • Communication platforms for virtual meetings and conferences such as Google Meet, Skype, and Zoom.
 • Secure cloud-based storage of files containing documents and graphics such as Google Drive, OneDrive, Sharepoint, etc.
 • Fax management applications ensure the correct handling of electronic faxes such as Updox and DocVilla.
 • EMR system for the health records such as eClinicalWorks, eIVF, Ideas, nAble, etc.

Question 11

How do you monitor your VAs?

Accepted Answer

At Apogee VA we use up to date and state-of-the-art tracking and time monitoring software to ensure our VA’s productivity while keyboard and mouse activity are also checked to ensure that no private information is being stored. Clients are also assigned a support manager to manage the relationship between you and the Virtual Assistant.

Question 12

Are the VAs home or office-based?

Accepted Answer

Our VA’s are work-from-home and are closely monitored and supported by our managers and our technical support team to ensure an effective workplace. Protocols such as computer resets and security checks are also done frequently to ensure HIPAA compliance.

Question 13

How long does it take to get started with Apogee VA?

Accepted Answer

Once you have signed up with Apogee, screening and internal training usually take 1-2 weeks.

Question 14

What happens if there’s a turnover?

Accepted Answer

When a staff member needs to be replaced, the majority of the training can be done within Apogee. All processes are documented when your VA begins working with you and your Support Manager will facilitate training for a smooth handover.

Question 15

Who will be my point of contact for the duration of my relationship with Apogees?

Accepted Answer

Your Support Manager will be your go-to person for anything and everything.

Question 16

I might have colleagues who are interested in signing up with Apogees. What should I do?

Accepted Answer

We would love to extend the same excellent service to other practices. Kindly send the name, contact number, email address and a bit of their background to your Support Manager and we will contact them for a call.

Question 17

Do you offer part-time VAs?

Accepted Answer

We currently only offer full-time availability (40 hours/week) for our VAs.

Question 18

Can I cancel or change my VA?

Accepted Answer

As much as we are confident that you will be satisfied with our Virtual Assistants. But, if for any reason the relationship is not productive you can change your VA or cancel the service entirely.

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