Testimonials

As every doctor knows, the front office can make or break a practice; you have made mine. I have been blessed with a very successful practice for decades, but never have I seen so many smiling faces come in the door because you helped them in some way. I know, because rarely has a day gone by that someone didn’t mention you. The combination of your immense interpersonal skills, problem solving ability, and technical computer knowledge has convinced patients that you will find a way to resolve their administrative questions. Having just retired, I want to let you know that you and Remotely Speaking have earned from me the highest regard and recommendation possible.

Through Remotely Speaking, you have provided my Psychiatry practice three years of the best secretarial and office management I have had in my entire 38 years of practicing medicine. Your administrative services have allowed me to spend more time on my professional duties, which in turn has improved the care I have given to my patients. Importantly, you have worked closely with me to ensure that urgent medical matters were given the appropriate priority.

Your willingness to explain my practice policies to new patients, to call patients who were far behind in their payments, to assist with preauthorization with insurance companies, to work with computer program companies to correct problems, to deal with last minute scheduling, to assist me to provide medication refills is part of the list of activities that I have been only too happy to delegate to you; and you have done them without pause or objection. Well done.

Medical care is all about responsibility, and you have always taken responsibility for secretarial and administrative problems, even when they were my fault, as they often were. But more importantly, this quality speaks to your character. It can’t be faked, because under stress we see the real person. You have been unfailingly honest and sincere. You see challenges as opportunities rather than problems. Your optimism is contagious.

Your positive attitude, incredible work ethic, and friendliness set the exact tone I have wanted my practice to project. Many patients have told me how pleased they were that you took the time to exchange personal stories about mutual interests, such as talented children, athletic activities, music, and Florida.

We worked well together and as our mutual respect has steadily grown, so has our friendship. I wish you the best of fortune in your business, and the best of health, opportunity, and prosperity for you and your family.

Dr. Bala Rao is a sole practitioner in a busy psychiatric practice in Tampa, Florida. We treat both children and adults. Our practice requires one part-time employee, one full-time employee and myself, the office manager. Like most medical practices, finding and keeping good employees has always been a challenge.

One of the most time-consuming yet important tasks involved answering the office telephone. With a daily call volume of 50-75 incoming phone calls, completing other tasks with minimal interruption had always been difficult. Many of the calls went to voicemail, which meant finding additional time to retrieve messages and return each call as time permitted. It was obvious we needed to find a solution to this problem but hiring another employee just didn’t seem like the appropriate option.

To our pleasant surprise, within just 2 days of working with our trial PCA, we were convinced this was what we were looking for. Our “typical day” is now much different. Our PCA remotely logs into our scheduling software and takes over all telephone communications for the office. The PCA knows all of our office policies and has access to all of our office forms. We communicate with our PCA in real time via the computer. To our delight, our PCA has seamlessly become a recognized, self-sufficient member of the office staff. We, in turn, are now able to give 100% of our attention to our in-office patients and our office duties are uninterrupted by multiple phone calls.

Our patients have come to think of our PCA as another member of the office staff who is there to immediately address their needs. Our PCA assists them in a polite and professional manner. The PCA manages insurance inquiries, prescription requests, appointments, new patient inquiries, lab and record requests, referrals and most all other inquiries. But it does not end there. Our PCA follows up on many of the patient’s needs that have to be addressed later, such as calling in prescriptions and prior authorizations, returning calls to patients for any number of reasons. Our PCA maintains a daily activity report of all communications with patients and other callers. The report is electronically transmitted to our office at the end of each day. Important issues are communicated and addressed immediately as necessary.

Also of great significance, is the fact that Dr. Rao did not have to go through the hiring process. He did not have to provide a workspace, pay taxes for a new employee, provide employee benefits or be concerned with possible workplace conflicts between employees. With the service of Remotely Speaking, there are no concerns regarding sick time or vacation time.

Our office is now more efficient and productive. We are far less rushed, and our patients have their needs addressed immediately by a well-trained professional Patient Care Administrator. Our patients get the personal touch, and the practice avoids the personnel issues involved with hiring an employee. Almost every day someone comments on the wonderful service our PCA provided. Having a PCA assigned specifically to our practice is the solution we were searching for.