FAQs

Virtual assistant

General

  • As one of our core values, work-life balance is incredibly important to us. And, as most of our VAs are mums, the majority of our team work within school hours (9am-3pm), Monday to Friday.

    Different timezones are also no problem, as we now have Offsiters in VIC, NSW, QLD and WA, so we’ll find the VA that suits you best.

  • Our fabulously clever task management system (ClickUp) is where all tasks are scheduled and all time is tracked against them. Like a stopwatch, it literally tracks time by the second. The only time hours are rounded up (to the next 15min increment) is when it’s time to send your weekly invoice.

  • We sure can! We love learning how to use new programs.

    Although our VAs are experienced with essential health admin software such as Zanda (formerly Power Diary), Halaxy, Pracsuite, Cliniko, Coreplus, we also know our way around a boat-load of other programs found here.

    If your program isn’t listed then, in most cases, we’ll be be able to get our fastest learner get acquainted with whichever systems you’d like us to use during the onboarding process.

  • Understanding the importance of confidentiality is paramount when working with allied health professionals. All of our new VA’s sign confidentiality agreements when they start working with us and we also provide a confidentiality agreement to all new clients, so everyone understands the expectations.

  • We understand the importance of maintaining data security for the safety of not only you, but your patients as well.

    All of our clients’ login details are stored securely in a password vault app (Keeper Security), because we know that saving passwords directly on devices or in an internet browser – even when Google Chrome asks us really nicely if we’d like to – is a big no no.

  • At Offsiters, there are no lock-in contracts, just a 2 hour minimum. From there, you can scale services as needed. We do just ask for 14 days notice to discontinue services with us.

Admin Support

Billing

  • Yes, we have a standard two hour minimum per week for all clients.

    Generally speaking, once the on-boarding/setup phase is complete, we've found that, on average, 2 to 5 hours per week is about right for most solo practitioners, depending on the client load and exact task delegation. This estimate also includes phone support time making/taking calls.

  • In the spirit of transparency, we invoice weekly, so you always know where you stand with your expenses. The amounts are simply deducted on the due date by our Australian-based automatic payment system Pinch Payments, so you don’t have to worry about paying invoices either. It’s just a more efficient way to do things, and that’s what we’re all about.

    Do we pass on the fees for this, I hear you ask? No. We cover the bank fees, as we acknowledge that it's just as helpful for us as it is for you.

  • At Offsiters, we value simplicity and efficiency over all else, so we have one price for all our on-going admin services and just a two-hour minimum per week. The rest is completely up to you.

  • When it comes to on-going admin support with us, we understand that every business is different, so instead of using a “one size fits all” approach, we tailor our service to suit you and your budget. Having said that, we do offer setup packages for those wanting just setup help. More info on that here.

Onboarding

  • After your initial enquiry, our standard onboarding process involves an intake call, followed by a 1 hour Zoom session.

    During each of these conversations, you will be guided through a customised online form we specifically created to ask all the necessary questions, so you don’t need to try to remember everything.

    We’ll also send you a big recap email afterwards with templates to review and a to-do list to work through, so you don’t even need to take notes during the session for a change!

  • The first two weeks are dedicated to all things setup. We’ll review your practice management system, your processes and the overall health of your practice (i.e. outstanding invoices, inactive clients and GP referrals/session tracking, if necessary) then provide you with recommendations.

    We’ll then setup your on-going (daily/weekly/monthly) tasks in our task management system, so when week three rolls around, your VA is ready to hit the ground running.

  • Depending on the complexity of your practice, how long you've been established, and your response turnaround times, the setup phase typically lasts around 2-6 weeks.

    During this time you can expect an increase from what would be considered "normal" hours due to the setup time and the learning curve involved in getting started.

Day-to-day

  • You get the best of both worlds here! You will work with a dedicated VA, supported by an experienced team who handle training, troubleshooting and other ad-hoc assistance.

  • Great question! Because your VA will be managing multiple clients, it's essential that we make sure they know exactly what they need to do each and every day.

    We do this by using a task management system called ClickUp, where all of your VA's daily/weekly/monthly tasks are scheduled and linked to processes.

    They simply login each day and work their way through the list checking off tasks and tracking time as they go. They can also add any ad-hoc tasks that pop up here too.

  • Our ongoing support includes three communication checks per day. The first is around 9am, the second around 12pm, and the last around 2-3pm. We’ve found this to be the most efficient approach to provide our clients with consistent coverage throughout the day.

  • Generally speaking, emails and SMS will be responded to during whichever communication check comes next. If the enquiry is more complex and/or requires consultation with the practitioner, then it may take up to 24hrs. Often, we’ll send an acknowledgement if we know if might take a little longer than usual.

  • If your VA takes leave, you can choose to either pause services or have a capable replacement step in. If you need some time off, you can either choose to pause, or we’ll just do the minimum while you’re away, so there’s no backlog to get through when you return. The choice is yours. Annual limits do apply.

Phone Support

  • Our friendly phone support team are available to take calls from 9am-12pm, Monday to Friday.

    To ensure nothing is missed outside these times, we setup each client with a customised call flow voicemail system to direct urgent calls (like cancellations), provide alternate contact options and collect voicemails.

    We provide coverage in three different timezones: VIC/NSW/TAS, QLD and WA, with adjustments for daylight savings.

  • Yes, your dedicated VA and a team of local phone support VAs will manage your calls daily (as much as we wish we were answering from the Bahamas).

  • Our monthly phone support fee is $40+GST. This includes your local phone number and customisable voicemail system.

    Actual call time is charged at the standard hourly support rate.

  • We have 2-3 friendly phone support agents in each timezone. When a call comes through for a client that isn’t theirs, the call is transferred to the correct VA, if available. If not, a message is taken, and the VA automatically receives a notification to return the call or simply action the request.

    We also create a customised form for each client, so our agents are able to provide consistent responses to any enquiry.

  • Yes, we are able to port any existing Australian landline number.

    Please note: we are unable to port 1300, 1800 or mobile numbers.

    This number would still remain yours and is able to be ported back to you at any stage.

Still have questions?