FAQs

🎓 Highly Educated Team

• Advanced Degrees: Many of our staff members hold Master’s Degrees in Healthcare and Doctorates in Pharmaceutical Sciences, ensuring a deep understanding of the healthcare industry.
• Pharmaceutical Expertise: Our team includes licensed pharmacists who bring specialized knowledge and skills to support your pharmacy operations.

🤖 AI-Driven Solutions

• Efficiency and Accuracy: We utilize AI-driven tools to enhance efficiency and accuracy in healthcare operations, ensuring that tasks are completed quickly and with minimal errors.
• Data Analysis: Our AI capabilities allow us to analyze large volumes of data, providing actionable insights that improve patient care and streamline processes.
• Automation: By automating repetitive tasks, we reduce the administrative burden on healthcare providers, allowing them to focus more on patient care.

💡 Expertise in Healthcare

• Comprehensive Knowledge: With a strong educational foundation, our team is well-equipped to handle complex healthcare tasks, ensuring high-quality service delivery.
• Continuous Learning: We provide ongoing training to our staff to keep them updated with the latest industry standards and practices.

By leveraging the expertise of our highly educated team and AI-driven solutions, we ensure that your healthcare operations are efficient, accurate, and in capable hands.

We strictly comply with HIPAA regulations, and all our staff complete mandatory HIPAA certification. Our data security protocols include two-factor authentication, VPNs, and encrypted communication. Additionally, we sign a Business Associate Agreement (BAA) to formalize compliance.

Yes, we are currently undergoing SOC 2 Type II and are ISO 27001 Certified. These rigorous processes ensure that we maintain the highest standards of data security, privacy, and compliance across all our operations.

We assign a dedicated team lead who acts as your account manager and is trained in your processes. If your primary staff member is unavailable, the team lead steps in to ensure there’s no interruption in service.

We support various phone systems, including legacy systems. If you have an extra line, you can add a user who can download an app to make calls, similar to Skype or Google Voice. For older systems, we provide a voice-over-IP phone solution that connects directly through your service provider.

Yes, if the volume of prior authorizations is low, our dedicated staff can handle other tasks such as data entry, patient calls, billing, and general administrative duties, ensuring they remain fully productive.

We offer 24/7 support and can handle after-hours calls to ensure patients are reminded of appointments. We can use AI voice bots or human assistants to make these follow-ups and reduce no-show rates significantly.

Yes, 95% of our agents have healthcare backgrounds, including pharmacists and healthcare professionals with master’s degrees.

Yes, telemedicine support is part of our services, especially in bilingual environments.

Yes, we offer medical scribing services and have long-term experience working with remote medical scribes.

Yes, we assist with patient scheduling, reminders for medical procedures, and follow-ups after surgeries.

Our customer service includes handling patient queries, coordinating appointments, and assisting with medical clearances, with agents trained to document patient interactions and follow medical scripts.

Yes, we have trained staff familiar with various prior authorization portals and processes, particularly in Florida.

No, our staff members work from our secured delivery centers. Read this Article to Learn More!

Yes, we provide agents who speak both English and Spanish, along with other languages if needed. These agents are trained in customer service tasks.

The training process is customized to your needs. It usually takes 1-2 weeks, depending on the complexity of tasks. All training is recorded, and we use an AI assistant to assist with future training and knowledge retention.

Yes, our agents can easily integrate with your VoIP system as long as it’s computer-based and set up for remote access.

There are no setup fees, and we offer flexibility. If the assigned agent doesn’t work out, we can replace them without any extended obligation.

We have a team lead and floaters to cover for agents during time off, sick days, or vacations. This ensures continuity without disruptions.

The AI assistant participates in all training sessions and retains knowledge for future use. It also answers frequently asked questions, reducing repetitive tasks for staff.

We provide telemedicine support to help patients and doctors with technical difficulties, ensuring they can log in and connect without disruptions.

Our virtual medical receptionists assist with front desk operations, including patient intake, appointment scheduling, follow-ups, insurance verification, patient queries, copays, prior authorizations, and more. We can implement video support monitors (iPads/tablets) or kiosks for patient interactions, whether patients are visiting your facilities or accessing services remotely.

We can swiftly implement virtual medical receptionists using telehealth devices or kiosks at your front desk. This setup allows our agents to assist patients efficiently with insurance verifications, facilitating intake, answering questions, and coordinating appointments. We also offer the option to utilize third-party software or kiosks and can set them up at your facilities. Additionally, we can test simple telemedicine software like Doxy, which is free to start with.

We offer video support monitors such as iPads/tablets or kiosks for patient interactions. Our solutions include utilizing third-party software or setting up kiosks at your facilities to facilitate seamless patient engagement. We can also assist in testing and integrating telemedicine software like Doxy to enhance your telehealth services.

Revenue Cycle Management (RCM) refers to the financial process used by healthcare providers to track patient care episodes from registration and appointment scheduling to the final payment of a balance. RCM covers everything from verifying insurance, coding claims, tracking the claims process, and collecting payments to addressing denied claims.

Our RCM services include:

• Insurance Verification: Ensuring that patient insurance details are validated before any services are rendered to reduce claim denials.
• Prior Authorization: Managing the entire prior authorization process, from submission to follow-ups.
• Medical Coding: Providing accurate coding services by certified medical coders for documentation and billing.
• Billing & Collections: Ensuring streamlined billing processes for faster and more efficient collections.
• Denial Management: Working on denied claims to identify errors, reprocess, and ensure timely reimbursement.

Our team can manage both out-of-pocket payments and insurance billing. We ensure all payments are processed accurately and assist with prior authorizations, insurance verification, and follow-up on claims.

Our billing team can manage the entire revenue cycle, including claim submission, accounts receivable (AR) follow-up, denial management, and coding. We also work directly with your billing software (e.g., Epic) and ensure efficient collections and accurate reporting.

We offer flexible billing options based on hourly rates or a monthly flat fee. Our team can handle all aspects of revenue cycle management, including billing, collections, audits, and follow-ups, ensuring a streamlined financial process for your practice.

Our billing experts are well-versed in medical coding and use scrubbing techniques to ensure claims are accurate before submission. We follow strict compliance protocols, including HIPAA regulations, to maintain confidentiality and accuracy in billing.

Our remote staff can manage billing tasks using your existing billing software, like CureMD. They handle tasks such as generating bills, following up on unpaid claims, and communicating with insurance companies to resolve payment issues.

We offer end-to-end revenue cycle management services, including billing, claims scrubbing, denial management, accounts receivable follow-up, and collections. Our billing experts are experienced in using various EMR systems like Tebra and work closely with your practice to ensure accurate and timely billing.

We offer flexible billing options, including charging based on hourly rates, per full-time employee (FTE), or a percentage of collections. We tailor our billing structure to meet your preference, ensuring transparency and cost-effectiveness.

Our AR follow-up team can handle an average of 60 to 70 claims per day, depending on the complexity of the cases. We aim to maximize collections efficiently, even with aged AR, and work diligently to meet or exceed your targets.

Yes, we have extensive experience in handling prior authorizations for various specialties, including urology, cardiology, neurology, and radiology. Our dedicated team is well-versed in processing authorizations for medications, procedures, and surgeries across different medical fields.

Yes, we can provide dedicated remote staff trained to handle various tasks in a psychiatric practice, including TMS treatments, Spravato authorizations, and sleep study authorizations. Our team is familiar with handling insurance verifications, patient follow-ups, and appointment scheduling for these procedures.

We support prior authorization for a range of common orthopedic sports medicine procedures, including:

• Arthroscopy: Shoulder, knee, elbow, hip, wrist, ankle
• Ligament Reconstruction: ACL, PCL, MCL, LCL
• Meniscal Repair and Transplantation
• Rotator Cuff Repair
• Tendon Repair and Reconstruction
• Cartilage Restoration and Transplantation
• Fracture Repair and Management
• Joint Replacement: Total knee, total hip, shoulder, and partial joint replacements

We offer prior authorizations for various diagnostic imaging services, including MRI, CT Scans, X-Rays, Ultrasounds, MRA, CTA, PET Scans, Doppler & Nuclear studies. For lab tests, we support blood work, genetic testing, and pathology.

We handle prior authorization for:

• Injections: Corticosteroid, hyaluronic acid
• Nerve Blocks
• PRP (Platelet-Rich Plasma) Therapy
• Stem Cell Therapy

Our prior authorization workflow includes:

1. Patient Registration: We receive the patient schedule from the provider, immediately begin processing once patient information is transmitted, and enter demographic details.
2. Eligibility & Benefits Verification: We verify the patient’s coverage and benefits with their insurance provider.
3. Initiating PA: We initiate the prior authorization on payer portals like CoverMyMeds, enter demographic data, utilize proper ICD/CPT/NDC codes, answer clinical criteria questions, attach necessary documentation, and submit the PA request.
4. PA Determination: We follow up with payers to secure the final PA determination.
5. Denial Management: If a PA is denied, we obtain detailed denial reasons and take further actions such as appeals or peer-to-peer requests.

We pride ourselves on a high employee retention rate due to our focus on a supportive and growth-oriented work environment. Many of our staff have been with us for years, allowing us to deliver consistent and reliable service.

Your staff will be dedicated to you and work as your extended team members, reporting directly to you. We do not rotate staff between clients. Additionally, each dedicated staff member comes with a team lead who is cross-trained in your processes. If the primary staff member is unavailable, the team lead steps in to ensure there’s no interruption in service.

Our staff is located at our offices in India (Hyderabad). All staff members are properly vetted, and you will have the opportunity to speak with them prior to engagement.

Our staff members undergo thorough training, led by a team leader, ensuring they are well-versed in your practice’s processes. We provide training materials and a team lead who can step in if the primary staff member is unavailable.

Yes, our team is experienced with various EMR systems, such as eClinicalWorks (Ecw), ClinicalWorks, Epic, Athena Health, Cerner, and others. We adapt quickly to your specific EMR setup, ensuring seamless integration.

No, employees are required to maintain exclusive full-time employment with us. Engaging in any other employment, whether full-time, part-time, freelance, or otherwise, without prior written consent, is strictly prohibited.

We require all employees to sign an employment agreement that outlines job duties, expectations, and standards of conduct. Employees agree to perform their roles diligently, comply with company policies, and maintain a professional work environment. They are required to sign HIPAA, NDA, BAA, and Confidentiality Agreements.

No, there is no onboarding or startup fee.

Our outsourcing process is designed to be seamless and involves the following steps:

1. Initial Consultation: We assess your needs and define the scope of the RCM services.
2. Onboarding & Agreements: We ensure all contracts and agreements are signed and provide training to ensure smooth integration.
3. System Integration: We work with your EMR/EHR systems, ensuring seamless access while maintaining HIPAA compliance.
4. Ongoing Support: Dedicated teams will manage your RCM operations, providing regular updates and performance reviews.

Once you decide to work with us, we complete the onboarding process by signing agreements, providing necessary documents, and assigning a dedicated employee. We also conduct thorough training sessions to ensure they understand your internal processes and workflows.

We train our staff based on your specific processes, and a team lead ensures that training is consistent. Training materials, policies, and manuals are created for your practice, ensuring that staff are well-prepared to handle your workflows.

We have a variety of solutions to handle EMR access restrictions:

• Remote Access Solutions: Our team can work within your system’s remote access protocols, ensuring data security and compliance.
• Third-Party Integrations: If EMR access is limited, we can work with third-party tools that interface with your EMR to manage data.
• Custom Solutions: We can collaborate with your IT team to create custom access points or workflows for seamless data exchange.

If there are EMR access restrictions, we use secure VPN connections to ensure compliance and access. Our team is experienced in handling any login challenges and can adapt to your security protocols.

Once a connection is established between the remote user and the host, proper network printer configurations are needed to enable printing labels. This includes ensuring that the remote connection software (such as VPN or Parallels) supports printer redirection, allowing the remote system to recognize and use printers connected to the network. We can also monitor the printer via a camera if needed. Our IT team will handle these matters.

Your data is always secure with us. We use industry-standard firewalls such as SonicWall and VPNs. Before starting the process, we execute a Compliance Agreement and require our employees to complete mandatory HIPAA certification and sign a data confidentiality agreement. All our employees have higher education in healthcare and understand the importance of patient data privacy. We have never had a single incident in several years. We will also provide you with a Certificate of Liability Insurance with your business name as the holder.

All our staff members are HIPAA compliant and receive regular training to ensure adherence to confidentiality and privacy regulations. We have not had any data breaches or violations in our seven years of operation, and we take PHI security very seriously.

All employees are required to sign a comprehensive HIPAA Employee Agreement. This agreement outlines their responsibilities for protecting Protected Health Information (PHI) and mandates adherence to the Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH Act) regulations.

Employees use a combination of administrative, physical, and technical safeguards, including:

• Strong, Unique Passwords and Multi-Factor Authentication (MFA)
• Encryption of Devices: Devices that store or access PHI are encrypted.
• Secure Handling of PHI: PHI documents and data are handled securely in compliance with company policies.

We enforce role-based access, ensuring employees can only access PHI relevant to their job functions. Access logs are monitored regularly to prevent unauthorized access, and any security incidents are reported immediately to the designated Privacy or Compliance Officer.

Yes, all employees undergo mandatory HIPAA training to ensure they understand how to handle PHI securely. Regular training updates are provided to keep employees informed about best practices and regulatory changes.

Any suspected or actual breaches are reported immediately to the Privacy or Compliance Officer. We conduct a thorough investigation and follow an incident response plan to contain, eradicate, and recover from the breach, ensuring compliance with HIPAA reporting requirements.

Employees who violate HIPAA regulations face disciplinary actions, including termination of employment. Violations may also result in legal consequences, such as civil and criminal penalties under both US HIPAA laws and Indian data protection regulations.

We require encryption for all electronic PHI, both at rest and in transit. Employees use secure protocols (e.g., TLS) for transmitting PHI and employ approved methods such as encrypted emails and secure file transfer protocols.

Employees follow secure disposal methods for PHI, such as shredding physical documents and permanently deleting electronic files in accordance with data disposal policies.

Yes, all systems accessing PHI are continuously monitored for suspicious activities, and employees’ access to PHI is logged. Regular audits are conducted to verify compliance with HIPAA requirements.

Employees are required to participate in ongoing training sessions and stay informed about updates to HIPAA and company security policies. Amendments to the HIPAA Employee Agreement are communicated in writing and signed by employees.

We execute a Business Associate Agreement (BAA) that covers confidentiality, HIPAA compliance, and service details. This contract outlines our responsibilities, your expectations, and all service-related terms.

We use various communication platforms such as email, chat, Google Sheets, WhatsApp, or other secure channels, based on your preference. This ensures timely updates and responses.

Yes, we maintain a detailed status sheet that shows the progress of all cases. Notifications can be sent via email, text, or an update on a Google Sheet in real-time.

We use secure dashboards or Google Sheets (based on your convenience) to document the status of all prior authorization cases in real-time. You will have access to this sheet, allowing you to monitor progress, approvals, and any necessary follow-ups.

We handle inbound calls from patients regarding clarifications on appointment dates, prior authorization status, and pharmacy-related queries. We also handle inbound calls from insurance companies and pharmacies. Additionally, our team makes outbound calls to inform patients about appointment reminders, prior authorization status, and gather feedback, as well as to facilitate smooth insurance approval processes.

Yes, we provide virtual receptionist and customer service support. Our team can handle incoming and outgoing calls, manage appointment scheduling, and address patient queries. We can also set up a virtual kiosk or device to facilitate communication between your patients and our support team, ensuring a seamless check-in process.

Yes, we operate 24/7 and can adjust to your practice hours, ensuring our staff is available during your working hours to provide seamless support. This allows us to accommodate any time zone differences and offer extended coverage if needed.

Yes, our staff is trained to handle patient inquiries with professionalism and courtesy. They are equipped to answer questions related to billing, appointments, medication refills, and more, ensuring a positive experience for your patients.

Yes, we can extend our services to include general accounting, payroll processing, and even IT support. Our team has experience with multiple accounting software systems and can handle various administrative tasks beyond healthcare services.

We provide telemedicine support to help patients and doctors with technical difficulties, ensuring they can log in and connect without disruptions.

Absolutely! We offer AI-powered notetaking services that seamlessly integrate with your EHR system for faster documentation. Our team transcribes recorded audio files from doctors in real time, ensuring speed and accuracy. While we can accommodate live scribing, we find that recorded dictations often work best. This allows our agents to review the transcription for accuracy before it’s uploaded to the patient’s chart, ensuring compliance and precision every time.

Yes, we offer comprehensive services that include administrative tasks (billing, data entry, scheduling) and clinical support (medical scribing, prior authorizations, insurance verifications) to streamline your operations.

We offer medical scribing services, leveraging AI-assisted scribing tools combined with human validation to ensure accuracy. Our scribes are trained to focus on essential details, such as symptoms, progress, and treatments, ensuring precise documentation in your EMR system.

Yes, our team can handle medical scribing, whether through recorded dictation or assisting with live scribing sessions. We transcribe the audio files accurately and enter the information into your EMR system.

We offer a range of services, including appointment scheduling, insurance verification, prior authorization, billing, and revenue cycle management. Our staff can handle patient inquiries, telemedicine support, and manage electronic medical records (EMRs) for telepsychiatry practices. We have experience supporting solo practitioners and small practices.

Yes, we can assist with telemedicine setup, patient appointment scheduling, and follow-ups. Our team can handle inbound and outbound calls, helping patients connect for virtual visits and ensuring smooth telehealth operations.

Yes, our staff is trained to provide comprehensive telemedicine support, including helping patients log in, manage their appointments, and answer questions about their treatment plans, prescriptions, and follow-up care.

Yes, our team includes bilingual professionals proficient in languages such as Spanish, Portuguese, German, and French. We can accommodate other languages as needed to ensure effective communication with a diverse patient population.

Yes, our team includes multilingual staff who are fluent in Hindi, Urdu, and other South Asian languages, as well as English. This ensures we can effectively communicate with a diverse patient population, especially in telemedicine services.

We offer prior authorizations for various diagnostic imaging services, including MRI, CT Scans, X-Rays, Ultrasounds, MRA, CTA, PET Scans, Doppler & Nuclear studies. For lab tests, we support blood work, genetic testing, and pathology.

We provide prior authorization for DME supplies, such as:

• Braces and Supports: Knee braces, ankle supports, wrist splints
• Mobility Aids: Crutches, walkers, wheelchairs
• Orthopedic Shoes and Inserts: Custom orthotics, post-surgical shoes

We provide comprehensive telemedicine support that includes:

1. Patient Registration and Scheduling: Our virtual medical assistants handle patient intake, collect necessary information, and schedule appointments.
2. Consultation Preparation: We verify patient insurance and collect required documentation, ensuring patients have the necessary technology, and provide setup assistance if needed.
3. Virtual Consultation: We facilitate secure video conferencing between doctors and patients, providing technical support if issues arise.
4. Post-Consultation Follow-up: Scheduling follow-up appointments or tests, handling prescription processing, and coordinating with pharmacies.
5. Medical Coding and Billing: Coding telemedicine visits accurately and submitting claims to insurance providers.
6. Patient Monitoring: Implementing remote patient monitoring systems for ongoing care, analyzing patient data, and alerting doctors to any concerning trends.
7. Data Management and Security: Ensuring proper storage and protection of patient health information, maintaining compliance with healthcare regulations like HIPAA.

Yes, we offer 24/7 support and can handle after-hours calls to ensure patients are reminded of appointments. We can use AI voice bots or human assistants to make these follow-ups and reduce no-show rates significantly.

Yes, our virtual receptionists can provide after-hours and 24/7 support, ensuring your patients receive assistance whenever needed. This includes handling patient inquiries, scheduling appointments, and managing urgent requests.

Yes, we can provide a virtual device, such as a Cisco system, for patient check-ins and consultations. This setup allows patients to interact with our virtual staff via audio or video calls, creating a seamless in-office experience even with remote support.

Yes, we provide virtual receptionist and customer service support. Our team can handle incoming and outgoing calls, manage appointment scheduling, and address patient queries. We can also set up a virtual kiosk or device to facilitate communication between your patients and our support team, ensuring a seamless check-in process.

Yes, we can extend our services to include general accounting, payroll processing, and even IT support. Our team has experience with multiple accounting software systems and can handle various administrative tasks beyond healthcare services.

Yes, if the workload is insufficient for a full-time assistant, our staff can handle multiple roles, such as customer service, billing, and administrative support. We ensure you get the most value out of your investment by utilizing the assistant’s time effectively.

We have dedicated team leads and managers who monitor performance metrics, ensuring quality standards are met. Regular reports, weekly reviews, and feedback sessions help maintain consistent performance. Any issues raised by you will be addressed promptly.

Our goal is to provide efficient and quality service. Our staff are full-time employees, and their efficiency is regularly audited. We emphasize productivity and aim to complete tasks promptly, ensuring you receive the best value for your investment.

We have successfully reduced delays from an average of eight days to less than one or two days by leveraging our team’s expertise and efficient processes. This ensures faster turnaround times for your patients and improved workflow efficiency.

Yes, we can provide references from similar medical practices, including surgeons and specialists, to discuss our services.

Yes, we carry liability insurance for the services we provide, offering an extra layer of protection and assurance for our clients. We have a $10 Million umbrella policy and a $1 Million Cyber Crime policy.