FAQs

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.

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.

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:

• Practice start-up service 
• Medical billing (in-patient)
• Bookkeeping (specialists only)
• Transcription
• Practice management mentoring and advice
• Marketing support
• Incentive review service (general practices only)

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.

Absolutely. We provide Virtual Reception and Call Overflow Services tailored to meet your incoming call requirements

Absolutely. We offer short-term Virtual Administration and Reception Services to suit your needs.

Check out our Virtual Administration and Reception Services page for more details. Or, if you still can’t find what you’re looking for, give us a call on 1300 HOXTON or (03) 8060 4277.