Empty slots cost you more than a wage does. Calls go unanswered during sessions, cancellations don't get refilled, recalls slip and claiming gets done whenever someone finds a spare hour.
An allied health virtual assistant manages bookings, answers patient calls and emails, fills cancellations, sends reminders and recalls, prepares claiming and processes billing inside practice software such as Cliniko or Halaxy. They handle clinic administration, while all clinical care stays with your registered practitioners.
Your practitioners are in with patients and the front desk is one person deep. New patient enquiries hit voicemail and go to the clinic down the road. It's the most expensive missed call in the business and it happens several times a day.
A patient cancels at 8am for a 2pm slot. Somebody would take it. But there's no waitlist process and nobody has time to work the phone, so it stays empty. Those gaps are pure lost revenue with the fixed cost still running.
Patients drop out of care plans between appointments. Nobody notices until the numbers dip. Recall lists exist in the software and go unworked for weeks, which is bad for continuity of care and bad for the clinic.
Medicare, DVA, NDIS, health fund and workers compensation claims each have their own quirks. Rejections get parked, invoices go out late, and reconciliation becomes a Sunday job for whoever owns the clinic.
We hire against your practice management system and test candidates in it before you meet them. Clinics rarely run more than one of these.
Cliniko
Manages the appointment book, waitlists, reminders, patient communications and invoicing.
Halaxy
Handles bookings, claiming submissions, invoices and payment reconciliation across funders.
Nookal
Keeps schedules, recalls, care plan tracking and billing workflows current across practitioners.
Power Diary
Runs reminders, waitlist fills, group bookings and daily reporting for the front desk.
Xero
Reconciles clinic income, codes expenses and keeps the accounts ready rather than backlogged.
Everything clinical stays inside your clinic. There's no grey area here and we won't pretend there is.
The role exists so your registered people spend their hours doing the thing only they can do.
Your team member is employed through our Philippines entity. Employer of Record means we hold the employment relationship, the statutory obligations and the local requirements, and you direct the day-to-day work. You don't need an entity offshore, and you're not engaging an individual overseas under an arrangement that would be hard to defend.
Patient data is the question that matters in allied health, and it deserves a straight answer. Your clinic remains the entity responsible for patient health information under the Privacy Act and the Australian Privacy Principles, including the handling of health records as sensitive information. That obligation doesn't move offshore with the role, and any provider suggesting otherwise is wrong.
What we do is make that obligation practical to meet. Managed devices, VPN access, signed confidentiality agreements, access permissions scoped to the administrative role rather than the full clinical record where your software supports it, and a documented offboarding process. We'll also help you think through what needs to be reflected in your privacy policy and patient communications, so your disclosure matches how the clinic actually operates.
The EOR and COR page explains the employment structure. The offshore staffing risk and compliance guide covers the access, security and data questions in more depth.
We're writing up named clinic case studies properly rather than publishing something thin. Ask on your strategy call and we'll arrange for you to speak with a current client running clinic admin this way. See our client reviews.
Your clinic stays responsible for patient health information under the Privacy Act, wherever your staff sit. Clinics that do this well scope access to what the administrative role needs, use managed devices and VPN, sign confidentiality agreements, and reflect the arrangement in their privacy policy. Talk it through with your professional indemnity insurer and your practice adviser too.
Yes, and it's usually the highest value part of the role. Calls divert to your VA during set hours. They book, reschedule, answer administrative questions and take messages. Anything clinical, urgent or outside their script gets escalated straight to a practitioner rather than handled at the front desk.
We hire for it. Candidates are tested in your practice management system before you meet them, and many have worked in Australian clinic admin already. Your specific workflows, funding mixes and cancellation rules get documented during the prep work so they're following your process rather than a generic one.
Claim preparation, submission, rejection follow-up and reconciliation inside your software, yes, once your rules and item numbers are documented. Decisions about what's clinically claimable stay with your practitioners. Most clinics find claiming moves from weekly catch-up to a daily routine, which is where the cashflow improvement comes from.
Some will. We select for clear spoken English and Australian phone experience for front-of-house roles, and we're honest with clients about the range. Patients generally care most about being answered by someone competent who solves the problem. If accent is a concern for your patient base, say so and we'll scope the role differently.
Then the question is what your practice manager stops doing. Most clinics put the VA underneath them, taking bookings, recalls, claiming and reminders, so the practice manager moves to the work that actually needs them. That's a better outcome than adding another local front desk role at Australian rates.
Book a call and we'll map the clinic admin that leaves your team first, and how patient data stays protected while it does.