During your initial call with your client e.g. physiotherapist, to discuss the work to be carried out, you need to ask about:

Email account

Ask to be set up with an email address, so you can send emails from their company e.g. admin@physiotherapy-company.com

Info about the client and their Team 

Gain information on the therapy client and their team:

  • List of Team Associate Physiotherapists with their emails and mobile numbers.
  • What geographical areas do each of them cover.
  • What their availability is for appointments e.g. Monday to Friday.

Remember this information is crucial if you’re to be dealing with new enquiries, working out who will be the nearest therapist to where the client lives.

Dealing with New Enquiries on behalf of the client 

Do they have a spreadsheet for recording new enquiries?

What is their particular process for taking new enquiries?

Is there a particular team member in the business that deals with new enquiries, that you must contact first.

Below are two examples of how you can record information from a new enquiry:

Questions the Virtual PA needs to be aware of when working with a therapy company.

Pricing

Ask for information on the pricing of their treatment sessions:

  • Do they have a price sheet for their treatment costs?
  • What about costs for travel and mileage?
  • Are there different costs for different areas or different types of clients, example:
  • Self-funders (mum of child)
  • Case Manager enquiries

Templates

Ask for any templates they currently have:

  • Letter headed template
  • Consent Form template
  • Terms and conditions template
  • Initial assessment report template
  • Treatment visit template (also known as a session summary or activity sheet)

Invoicing

If you’re going to be creating their invoices, do they use an accounting system like Xero or QuickBooks?

Do they need you to chase up late payments?

Do they want you to keep a spreadsheet of their receipts for their accountant?

Do they use a patient record management system like Qunote?

 

Go back to What Tasks a Virtual PA Carries out