Answering your frequently asked questions about outsourced private practice management services
Phone Calls & Patient Appointments
What are the benefits of a Virtual Medical Receptionist over a regular Medical Receptionist?
Imagine a Medical Receptionist who is neither directly employed by nor physically located in the practice where they work. They perform almost all the duties of a regular receptionist, like answering the practice phone, booking patient appointments and receiving and relaying electronic correspondence.
However, managing activities like their recruitment, rosters, pay, leave and resolving disputes is no longer the practice’s responsibility. Not only does this save the practice time but a Virtual Medical Receptionist often works out to be less expensive on an hour by hour basis than employing a team of receptionists yourself. What’s more, the practice no longer needs to organise work space and infrastructure for a number of receptionists, meaning reduced overhead costs while still giving your practice a professional image.
Why should I use Hoxton’s Virtual Medical Receptionists
Each Hoxton Virtual Administration and Reception Service (VARS) team consists of five experienced medical receptionists to ensure all your patient calls are answered promptly. Our teams are competitively priced, flexible and can be rapidly incorporated into most practice structures. Here are just some situations where a Hoxton VARS team should be considered:
If you’re seeking support for your existing reception team
If you’re opening or moving to a new site and want to avoid the task of recruiting a new reception team
If you’re restructuring your front-office to reduce overheads.
Our teams are familiar with a broad range of clinical application systems including Genie, Gentu, Clinic to Cloud, Zedmed, Medical Director and Best Practice, and they provide coverage during regular business hours (9am to 5pm) Monday to Friday.
We are a fully Australian-based organisation and our VARS teams are located across Melbourne.
Do you only take calls and messages?
Not at all. Hoxton MPM offers complete medical secretarial services including:
Phone answering (9am to 5pm, Monday to Friday excluding VIC public holidays)
Call overflow management (general practice only)
Appointment bookings, rescheduling and confirmation reminders
Delivery of personal messages relayed via email, text or phone
After-hours message recording service and follow-up
Electronic correspondence management
Follow-up referrals and results (specialists only)
Theatre list management (specialists only)
We also offer a range of other non-secretarial services such as:
How does Hoxton’s Medical Receptionist service work? Will you work with my existing staff and software?
Your personal Hoxton Project Manager starts setting up your service as soon as your signed Service Agreement is received. They gather all your key details including practice processes and procedures, and give them to your new Hoxton Virtual Administration and Reception Service (VARS) team. The VARS Team Leader then contacts you to introduce you to your new team and to ensure a seamless integration with your existing staff if applicable.
At the same time, your Hoxton Project Manager sets up all the necessary infrastructure for the VARS team to service your practice including phone lines, emails and your existing or selected clinical application system*.
The whole process takes on average one week to complete although in rare circumstances, implementation can take up to three weeks. Your Project Manager gives you access to a platform to track overall progress and is contactable throughout the process.
* Please note that ongoing phone line and clinical application system fees may apply.
My General or Specialist Practice team only need help coping with phone calls and not other administration tasks. Does Hoxton provide services to fill that gap?
What does it cost to use virtual medical services?
We offer a range of virtual medical services including Virtual Reception, Transcription, Medical Billing, Back Office Administration as well as Full Practice Management services. You can use just one service, a combination, or take advantage of our complete package – it’s completely flexible. The costs for these services will vary depending on how busy you are, so that you’re not paying for any more than you need.
You’re welcome to call us or submit an online enquirytelling us about your needs and we will provide a customised quote for you.
Can I change the services I use?
Of course. We know your needs will change as you establish and grow your private practice. We’re flexible and will work with you to make sure you have exactly the right support, adapting services to meet your needs at any time.
What does the Practice Start-Up service cover?
Our service is fully customisable, targeting only the activities you want us to complete from the list outlined on our Practice Start-Up page . The activities we perform are categorised under the following 5 broad topics:
Software & Technology
See our Practice Start-Up Service page for more details or call us now to chat about your plans on 1300 HOXTON or (03) 8060 4277.
Practice Management Advisory Services
I need to make improvements to my business, can you supply a Practice Manager?
Improving business processes, reducing costs and improving efficiency are central to our business. Our experienced Practice Managers and Management Advisors work closely with your administration focusing on enhancing your business.
To guarantee an effective outcome, we can tailor our management services to provide exactly what is needed and plan for an appropriate time frame or service. In many cases this would start with a Gap or Needs Analysis providing you with a structured report outlining areas for improvement and pathways to consider. Where change management or recalibration of staff and processes is needed, our team can work closely with you and your administration team over a 3 to 12 month period.
Our experienced Practice Management Advisors provide specialised and focused advice that builds capabilities and resilient processes so you can be sure you’re getting the best out of your business.
Which incentives does this service cover and how does it work?
We understand the challenges faced by practices navigating the rigorous requirements of the Practice Incentives Program (PIP). Hoxton MPM’s GP PIP Incentive Review Servicehelps practices comply with the requirements of all 11 PIP incentives. We also review the systems and processes you have in place and suggest ways to optimise them to earn the most from incentive payments.
To ensure a quick and efficient review, we give you or your Practice Manager a checklist of supporting documents to gather. These are reviewed, alongside your systems and processes, by a member of our GP Management Team who visits you onsite. We deliver our findings in an Incentive Review Report which details where improvements can be made. And we schedule periodic follow-ups to help you stay on track to maximise your incentive payment income.
The practice visit and review process takes no more than 3 hours. The information gathering time can be broken up over a day or several visits if necessary.
What happens when the incentives change?
Our service continues to operate as normal until the changes take place. Once the changes happen, we update our service to ensure it continues providing specific and accurate incentive reviews for practices wishing to know how to make the most from the available incentives and maintain compliance.
See how this service worked successfully in practice in Case Study 1.