Virtual assistant services for medical & dental practices

AssistBPO's virtual assistant services for medical and dental practices give your front desk a HIPAA-trained, employed assistant who works inside your practice management system under a BAA, in your clinic hours, on the tasks that pile up behind a busy reception. Recalls, eligibility, prior auths, referrals, records requests and patient messages.

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This page Medical & dental practices Virtual assistant services

How does a virtual assistant work for medical & dental?

SS Support Network, our sister healthcare brand, has run practice phones and back-office desks since 2020, and your assistant is supervised by that team. The day starts with tomorrow's schedule: eligibility exceptions resolved, pending auths chased, intake forms confirmed as received. Mid-morning is recall time: the hygiene or wellness list is worked with your script and open slots filled from the waitlist. Afternoons go to referrals, both incoming ones scheduled within your target and outgoing ones sent with records, and to records requests processed inside the right-of-access window. Clinical questions and refill requests are routed to your clinical team unanswered. The end-of-day report shows fill rate, no-shows, recalls booked, auths pending and anything waiting on a provider.

What tasks does a virtual assistant cover for medical and dental practices?

  • Resolve eligibility exceptions and pending auths for tomorrow's patients
  • Work the hygiene, wellness and chronic-care recall lists with your script
  • Fill cancellations from the waitlist and rebook no-shows the same day
  • Schedule incoming referrals and send outgoing referrals with records
  • Process records requests inside the HIPAA right-of-access window
  • Send intake forms and confirm receipt before the visit
  • Triage portal messages and route clinical questions to the care team
  • Send the end-of-day report: fill rate, no-shows, recalls, auths pending

The KPI that matters here

Schedule fill rate and the share of tomorrow's visits with eligibility verified and auths cleared. Both appear in the end-of-day report.

What rules does a virtual assistant follow for medical & dental?

  1. HIPAA and the BAA. Every healthcare engagement runs under a business associate agreement. Staff are HIPAA-trained before they touch a chart, access is limited to the minimum necessary for the task, and the HHS Office for Civil Rights rules on use, disclosure and breach notification are built into the playbook. No HIPAA certification exists, so we do not claim one; we describe what we do instead.
  2. Patient outreach under TCPA. Appointment reminders, recall calls and texts go out with patient consent captured at registration, inside calling hours, with do-not-call scrubbing for anything promotional, under the Telephone Consumer Protection Act enforced by the FCC and the HIPAA marketing rules.
  3. No clinical advice. Assistants schedule, verify and coordinate. Symptoms, medication questions, results and refill requests are routed to your clinical team by the triage protocol your provider signs off, in line with state medical and dental board rules on unlicensed staff.
  4. Right of access timelines. Records requests are logged on receipt and processed inside the 30-day HIPAA right-of-access window, with state rules applied where they are shorter, and identity verified before anything is released.

Medical & dental software we work in

Also in use

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  • Weave

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Frequently asked questions

How is patient data protected when the assistant works remotely?

Under a BAA, on a managed device with MFA, full-disk encryption and no local storage, through your own user account with minimum-necessary permissions. Sessions are on a secured connection, screens are locked when idle, and access logs are available to your compliance officer. Staff complete HIPAA training before any chart access and refresh it annually. Breach notification follows the HHS Office for Civil Rights rules and your BAA terms.

Can one assistant cover both scheduling and insurance work?

In a small practice, yes: mornings on eligibility and auths, the rest of the day on scheduling and recalls. As volume grows, the work splits, because verification rewards patience with payer portals and scheduling rewards speed on the phone. A practice pod is typically a scheduler, a verification specialist and a backup trained on both, with a team lead from the healthcare desk running the weekly review.

What if a patient asks the assistant a clinical question?

The assistant does not answer it. Your provider approves a triage protocol during onboarding that defines what is routed where: symptoms and medication questions to the nurse or clinical inbox, results to the provider, refill requests to the refill queue, and emergencies to your emergency script. The assistant records the message accurately and tells the patient when to expect a response. This keeps unlicensed staff within state board rules.

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Next step

Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

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Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
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