Frequently Asked Questions

We provide our clients with a virtual medical scribe and/or virtual medical assistant.

We work with all types of medical specialties and EMRs. From Private Practice solo doctors to larger medical groups.

Our healthcare virtual assistants are highly vetted, trained, and are able to adapt to your specific workflows.

Our HVAs are put through a strict application and interview process to work with HelloRache. They are specifically vetted for their ability to work in a medical setting.

They are mostly registered nurses (RNs) based out of the Philippines. They could also be certified coders (CPC) and certified medical transcriptionists as well.

We run NBI background checks on each of them, certify them all in HIPAA-training, and also get onto their computer to ensure that is up to our standard in terms of security and connectivity.

Our HVAs can help with live charting, transcription, back-office tasks, phone calls, and more. Anything you can do on a computer, you can likely have one of our HVAs do the task.

For our clients that use their HVAs for admin, back-office tasks. They can do referrals, refill requests, faxing, phone calls, insurance verifications, prior authorizations, eligibility, call patients/insurance companies, and much more.

We track and monitor all of our healthcare virtual assistants time using an online time tracking software. It tracks mouse and keyboard movements/activity.

They will only track their time for whatever direct work they are doing for you and will not track breaks according to your schedule.

You set the schedule with your healthcare virtual assistant on a weekly basis and the HVA will be there at those specified start/end times.

Our pricing structure is simple! We offer flat-rate hourly pricing.

$9.50 per hour with no contracts and no setup/hidden fees.

We bill weekly, every Monday. Cancel anytime.

We specialize in saving you time and money! After all, time saved = more money in your pocket.

Think about this scenario: If you see 20 patients per day and spend at least two minutes in their chart, about 40 minutes of your day is spent charting. If you have a live virtual assistant completing your charts in-room, you could use that that extra time to see 2 more patients.

And if your approximate revenue is $70 per patient, you’re now earning an extra $150 per day… which adds up to about $3,000 per month!

Unlike other virtual assistant facilitators, our HVAs must go through a strict application and interview process before being selected. We ensure that our HVAs have a degree or certificate proving they have had training in a medical profession (ex: registered nurse or similar trained medical profession).

Our healthcare virtual assistants are also trained for about 4-weeks in using Practice Fusion. This is just to give them a good foundation in how to navigate an EMR and type up a SOAP note.

You can utilize whatever EMR you may be using in your practice with your HVA.

As with any practice, it is a physician’s responsibility to ensure HIPAA compliant procedures are in place when working with contractors/employees.

All of our healthcare virtual assistants do hold certificates in HIPAA training and are bound by the Data Privacy Act of 2012 in the Philippines. We also require that each of our healthcare virtual assistants obtain an NBI clearance, which is the Philippine equivalent to an FBI background check here in the states.

Our clients have the individual HVAs sign a Business Associate Agreement (BAA) with them. Our corporation does not have access to any clients PHI, therefore no need for us to sign a BAA.

There are two ways to grant your virtual assistant access to you EMR, direct username + password with limited access to the system. Alternatively, you can have a computer in your office with your EMR along with remote desktop software that your virtual assistant will have access to.

Should an intentional breach of protected health information occur overseas, you are protected by the Philippines Data Privacy Act of 2012. This act holds Philippine citizens accountable for their actions and provides coverage to those affected within the United States. You can read more about this act here.

There are various ways to work with a healthcare virtual assistant, and what works for you depends on the tasks you need completed.

We recommend the following software for their efficiency and security, however our Healthcare Virtual Assistants® can certainly use whatever software you are currently using in your office:

• Practice Fusion EMR for health records
• Zoom or Google Meet w/G Suite for secure video conferencing software
• Google Drive w/G Suite, a HIPAA-compliant cloud storage service
• Updox for fax management
• RingCentral for VOIP, internet based phone system

The Philippine government has recently passed legislation that prosecutes individuals who compromise sensitive information, such as PHI. This is called the Data Privacy Act of 2012. It is similar to HIPAA here in the United States. Philippine citizens can be held accountable for their actions, even if they are working with an entity outside of the country. You can learn more about this act here.

Data Privacy Act of 2012

All of our healthcare virtual assistants are based in the Philippines where the government, keen to foster relationships abroad, have enacted the Data Privacy Act of 2012, just like HIPAA here in the US. This act ensures that all sensitive data is protected by their law and the ramifications of breaching these are severe. All of our healthcare virtual assistants available through Hello Rache have been individually vetted, background checks run, and hold HIPAA certificates of training to further underline their understanding of data security. If they are a registered nurse or have other professional licenses we have copies of these as well as photo ID, address, etc available to you. We also recommend that you have the virtual assistant sign a Business Associate Agreement just as you would any other contractor that may have access to PHI (protected health information). You would treat them as any other user of your system with periodic HIPAA security audit protocols.