Managing VAs, Patient Recall, and Treatment Acceptance

Description

Are your virtual assistants actually producing value—or just filling hours?

Many practice owners turn to virtual assistants for marketing and administrative help, but managing them effectively can be a challenge. When work is billed by the hour, tasks can expand to fill the available time, making it difficult to control costs or ensure meaningful results.

In this episode, Don shares lessons from managing virtual assistants by shifting from hourly expectations to task-based assignments. He also discusses practical patient recall strategies, the role of automation in reactivating past patients, and a communication framework that improves patient acceptance for higher-value treatment plans like shockwave therapy.

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Timestamps

[00:00] The Problem With Hour-Based Virtual Assistants

Why VAs often expand work to fill the number of hours allocated.

[00:50] Moving to Task-Based Management

Assigning specific deliverables with defined time limits to prevent time bloat.

[01:50] Examples of Task Allocation for Marketing VAs

Weekly newsletters, SEO page updates, ad monitoring, and call tracking.

[03:05] Using Automation to Recall Patients

How ModMed’s Clara helps follow up with patients who miss appointments.

[04:05] Combining Clara With Additional Recall Systems

Using automation tools to continue follow-up once the EMR recall system stops.

[04:50] Identifying High-Value vs. Low-Value Appointment Slots

Structuring the schedule to prioritize higher-value visits.

[05:40] Creating 10-Minute “Buffer Slots”

Using shorter appointment slots for quick visits or patients likely to cancel.

[06:20] Using Newsletters to Reactivate Patients

How regular email communication occasionally brings former patients back.

[06:55] Why Manual Recall Systems Are Labor-Intensive

Staff-driven recall processes require significant time and organization.

[07:30] Exploring Automated Recall Platforms

How tools like Banzai can automatically identify and contact inactive patients.

[08:05] Improving Patient Acceptance With Better Communication

Using future pacing and good–better–best treatment frameworks.

[09:00] Presenting High-Value Treatment Plans

How to introduce comprehensive treatment packages like shockwave, injections, and orthotics.

[09:40] Avoiding Discounts While Adjusting Treatment Plans

Instead of discounting, remove components from the treatment package.

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Key Takeaway

Managing systems—not just people—is critical in practice growth. Whether working with virtual assistants, scheduling patients, or presenting treatment plans, clear structure and automation help reduce wasted time while increasing practice revenue.

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Conclusion

What systems are you using to manage virtual assistants or reactivate patients in your practice?

If you’ve implemented automation or structured workflows that improved efficiency, share your experience. Conversations like these help practice owners refine the systems that drive growth.