Healthcare

Multiple Clinics, One Seamless Operation: HIPAA-Compliant VA Support for Medical Practices

3+clinics supported

The Challenge

What was holding them back.

Multiple healthcare clinics were struggling with the administrative burden that pulls clinical staff away from patient care. Patient scheduling was inconsistent — missed appointment reminders, double-bookings, and slow follow-up on no-shows were creating gaps in the schedule and frustrating patients. Insurance verification was backlogged. Intake forms were processed manually. The clinics needed administrative support that could work within their practice management systems while maintaining strict HIPAA compliance. Local hires for medical receptionist roles were costing $38K–$45K per position, and turnover in these roles was high, requiring constant retraining and creating inconsistency in patient-facing communications.

The Solution

How THC built the system.

THC deployed HIPAA-trained VAs to each clinic. Before any system access, every VA completed HIPAA compliance training, signed an NDA, and passed a Checkr background verification. The VAs work directly within each clinic’s practice management system, handling patient appointment scheduling, reminder calls and texts, follow-up coordination for missed appointments, intake form processing, insurance verification, and basic billing support. Communication between VAs and clinical staff uses encrypted channels via Continia. A dedicated Client Manager oversees the healthcare VA team, conducting regular compliance reviews and quality audits. The VAs follow standardized protocols for patient communication that were developed in collaboration with the clinic administrators, ensuring consistency across every patient touchpoint.

The Result

What changed.

Doctors and nurses focus on patient care. Administrative tasks are handled by professionals who understand both the workflows and the compliance requirements. Appointment no-show rates decreased significantly because reminder systems became consistent and proactive. Patient follow-up improved because there is now a dedicated person tracking every touchpoint rather than whoever happened to answer the phone. Scheduling errors decreased because one trained person manages the calendar with a standardized process. The clinics gained the administrative capacity of additional front-desk staff at a fraction of the cost, without the turnover that had previously made staffing these roles so difficult.

By the Numbers