Your front desk is doing five jobs at once — and every dropped ball is lost revenue. Tim Boyle, Director of Business Development at REVA Global Medical, joins Stacey to talk about how medically trained virtual professionals are helping practices cut admin overhead, fight burnout, and stop money from slipping through the cracks.
Tim is a former professional hockey player with nearly a decade in healthcare operations and revenue performance.
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Stacey Doyle (00:03.18)
Welcome back to the Doc Lounge Podcast. I'm your host, Stacey Doyle, and today we're diving into one of the biggest challenges healthcare organizations face today: how to do more with less while maintaining an exceptional patient experience. Joining us is Tim Boyle, Director of Business Development at Reva Global Medical. Tim Br brings nearly a decade of healthcare experience helping hospitals, labs, and physician practices improve operational efficiency.
Reduce admin burden and create sustainable staffing solutions through the use of highly trained virtual medical professionals. Before entering healthcare, Tim spent time as a professional hockey player where he developed the discipline, teamwork, and resilience that now shape his leadership approach and problem-solving mindset. In this episode, we're going to explore how healthcare organizations can address workforce shortages, streamline operations, protect patient privacy in a remote first environment.
And create systems t that allow providers to focus more on patient care and less on admin tasks, which is what we all love to hear. So Tim, welcome to the Doc Lounge Podcast.
Timothy Boyle (01:11.408)
Hi Stacy. Nice to meet you. Thank you so much for having me on. I appreciate it. I'm excited to get into this.
Stacey Doyle (01:16.61)
Well, we are too. I mean, we hear every day, you know, on the news about how AI is taking over everything and you know, people should be afraid of their jobs. And so I wanna start with that and just have you describe what Riva does and and where you think things are headed.
Timothy Boyle (01:35.441)
Yeah, absolutely. So I'll take that piece by piece for sure. So first with Riva Global Medical, what we do is we provide virtual staffing, so medically trained virtual professionals offshore from the Philippines that are able to handle any and when I look at a doctor's practice, I look at it as clerical versus clinical, all that administrative work. So we're able to handle all those tasks, helping you delegate, bringing back time onto your calendar, but also more revenue into your practice. Because a lot of times things slip through the cracks because
You have someone at your front desk that's having to reach out to insurance companies as well as try to schedule patients and check patients in. So that process gets very tedious. There's a lot of burnout there. And then obviously with AI trying to fix different things along workflows and hospital practices. It's we found a niche of this virtual staffing being a little bit of a mix between that expensive medical assistant who's a person that's in in-house in the office, and an AI tool that.
Has no patient experience, really. It's just fixing all of the tasks. So we're a middle area where, yeah, we're not going to be onshore in your medical office, but we're going to be able to handle all of the tasks the same way a ver a a medical assistant would, but we're just doing it virtually. So at the end of the day, we like to mix AI and the human touch. So that's where we come into play.
Stacey Doyle (02:55.477)
Well, I love that. And it sounds like a very unique approach in the fact that you're still having the human element, but you're but obviously you're using, you know, virtual settings. And then like you're said, you're saying there's ways that you can streamline things to help physicians and healthcare organizations reduce that admin time. And so I'd love to hear more, you know, from you from your perspective. What are the biggest challenges that you you're hearing continue to be?
А струкл фелкер організації.
Timothy Boyle (03:28.816)
Yeah, so for us in when we work with practices, if you look along the workflow of a doctor's office, right? In the doctor's office, primary care, specialty practices, their workflows all look pretty similar. They might not be exactly the same, but you have that front desk management where you're handling all the patients coming in, handling all the eligibility checks up front, handling all that information, as well as those people are then calling out on the insurance companies trying to get reimbursed for rejected claims. And that reimbursement process takes around
Can take up to like 30 minutes. And if someone walks into the office, a new patient walks into the office, that front desk manager then has to hang the phone up, check in the patient, and then go back to doing all of that work, right? So we found a lot of burnout on hospital doctor's office staff just because of the amount of hats that they're having to do. And then that work that they're not able to handle as a front desk manager then has goes up and trickles down to the doctor. And the doctor goes to school for eight to ten years to take care of patients and worry about patient care.
And if you know, if you talk to a lot of them, they spend a lot of time on that administrative work where that patient experience should be handled by the doctor. The administrative work should be handled by the virtual in our case, a virtual assistant. Just so one, no revenue falls through the cracks. If you a lot of the times because of this front desk manager's doing so many different things, they're not able to get reimbursed for those rejected claims as much as you'd like to be. So that's lost revenue.
So if you add on virtual staff, you're gonna be able to handle all of that. You're you're gonna be able to re be reimbursed for all services rendered, but you're also gonna put time back on your calendar, which is gonna make your day better in the patient and and then that's gonna make the patient experience much better.
Stacey Doyle (05:15.287)
Well, that's important because we continuously hear about, you know, work for force shortages and burnout from, you know, from the physician side and then like you're saying, also from the the office and the clin the the staff. So this sounds like it can be a real game changer. Do you have any figures that you can share on average what a physician practice could could increase revenue by with bringing on
Timothy Boyle (05:21.446)
Yeah.
Stacey Doyle (05:45.153)
your virtual assistants.
Timothy Boyle (05:45.187)
It's so I can't put a set number on it because if you think about a doctor's office like a specialty practice or a primary care practice, the volume of patients coming in to that practice is going to be a lot less than a Yale New Haven hospital. I'm here in Connecticut, right? But everybody can run into the same issue of if you're trying to scale. So let's use these smaller practices as as an example. If we're trying to scale, it's hard here in Connecticut. We're talking about minimum wage, right? And
For minimum wage trying to handle h hire a medical assistant is like $17, $18 an hour here in Connecticut. And that's just for someone off the street that's going to work at McDonald's. So, and then nothing wrong with that job or anything like that. But I'm just saying if you want a medical assistant in your office, you're going to make sure that they're trained. You're they're going to have experience and they're going to be able to handle all that work. So one, nothing falls through the crack, but two, everything's done correctly. Because at the end of the day, this person's working and they have your practice name over everything that they're doing. Right. So
By w hiring virtually instead of hiring in-house, you're gonna be able to hire maybe two for the price of one, and they're gonna be able to handle all the same work. So for us, it's been very successful because it's easier to pay a and we're $12 an hour flat rate. So it's easier to pay a $12 an hour employee. It's easy to say that to a doctor, they're open to it because they got the $17 minimum wage in the back of their head, but then they put this.
VA to work, this virtual assistance medical medically trained virtual professional to work, and they see how much revenue that they're getting back, pulling back into the office because they're chasing down the insurance discoveries, because they're checking in more patients, they're reaching out to different patients to make sure patients aren't no showing. And if someone does have to reschedule, they'll put in someone else for the slot. So there's all different ways that we're bringing revenue in, but like I said before, it's gotta be on a case by case basis.
So what we do here is we take a step back and we look at the workflow. Where are you dealing with the biggest bottlenecks? Are you having trouble scheduling patients? Are people not showing up? Are you not being reimbursed on services rendered? So we take a step back, we look at it case by case, and we add one. But when we add one virtual assistant, and we're in several different many, many, many practices across the United States, they end up having one virtual assistant. And then by the time two, three years down the road, they have they have five or six virtual assistants because
Timothy Boyle (08:11.078)
The the amount of work that goes behind the scenes that they didn't even know that they were missing out on, our virtual professionals were able to help them with. And it's a land and expand method for us.
Stacey Doyle (08:21.581)
Well, we hear many times from all of the physicians that we talk to that are obviously, you know, having a private practice that they are really getting squeezed, that it is hard, you know, the they're getting paid less from insurance, you know, that a lot of claims are getting kicked back. So I can imagine just what a game changer this could be if you have somebody that's dedicated and focused and doing this on your behalf.
Now tell us a little bit behind the scenes. How does it work? Do you get the same virtual assistant or does it change? How do how is how do you guys build that out and and structure that?
Timothy Boyle (08:57.746)
Yep. That that's a great question. So Stacy, what we do is we will vet out. So our vet out process is so for people that are trying to become a virtual assistant for Reva Global Medical. Say if there were a hundred applicants, our vet out process is is very strict. So out of the a hundred that will try to work for us, we end up hiring five of them.
And that is because of how well trained they have to be, how well versed they have to be. They're able to handle every task along a hospital practice, doctor's office workflow. And then from there, we conduct a client interview. So we'll take that virtual professional and I'll get on a call with that doctor's office and the doctor, and I'll turn my screen off and let the doctor just interview this virtual assistant, right? So if everything goes as planned, we're able to handle the tasks that they're they need to delegate.
And they've love the they they love the virtual assistant that we pro provided for them, then we will go through a training process and we'll train them on all industry knowledge, and then we'll train them on all systems, their their EMR, EHR, and then they're up and running. So, what this virtual assistant will be doing, they'll be working behind the scenes on all that, like we talked about at the beginning of the day, the clerical versus clinical. So they're gonna be doing all the clerical work for the office, they're gonna be doing it virtually.
They can be on a Zoom call as a medical scribe all day long, but let's look, let's think more of those admin tasks. So that patient can so we're just behind the scenes, they're in their own office, right? So they're not in a call center, they're not in a Starbucks. They're your own dedicated virtual professional. They're not working with different practices either. And they're staying in their house. They're remote workers, but they're staying in their house, their apartment, and we run system audits. And so it's your dedicated virtual professional.
Handling all the administrative work behind the scenes.
Stacey Doyle (10:48.129)
That sounds like an amazing solution. Now tell us, I know some leaders would worry about, you know, HIPAA compliance and patient privacy when you're introducing a remote team members. What safeguards do you have in play for that?
Timothy Boyle (10:55.698)
Mm-hmm.
Timothy Boyle (11:03.462)
Yeah, so we run system audits. All of our medically trained virtual professionals are HIPAA compliant. So they are trained on HIPAA and we have security audits that we run on their computers on a monthly basis. So we work through each practice's EMR and EHR. So that information is going to be secure. But then on top of that, to layer the security and to make sure that that practice is comfortable, we'll sign BAAs. We'll have BAAs and CSAs agreements in price just so
We're making sure we check every box when it comes to hit the certification.
Stacey Doyle (11:36.513)
I love that and I'm sure our physicians listening would appreciate that too. There's many things that
Timothy Boyle (11:39.633)
Yeah. I mean it it is the big elephant in the room everywhere, right? HIPAA is and it's important, right? 'Cause it's patient information. And if you breach that for some of these practices, that's gonna ruin your relationship completely. And not only that, you can run into some lawsuits. So it's extremely important for us and vital for our success.
Stacey Doyle (12:02.071)
Tell us where do you see health care organizations unknowingly lose time and money? I mean, you've you've analyzed, you've worked with so many now. Where where are some of those hidden places that may not be as obvious as as the ones you just mentioned?
Timothy Boyle (12:17.518)
so a lot a lot of practices that we've worked with have AR backlogs that they didn't even know that they could write like before the end they could go collect on those claims before they'd have to write them off. And that's because things fall through the cracks and they are doing so many different tasks on a day-to-day basis, they don't get to take a step back and look at what revenue what the low hanging fruit per se is for what revenue to co kind of bring in. So
With the insurance discovery piece that our our VAs can do, with using, like we said at the beginning, AI is coming, but it needs to be ran by a human. So with using these AI tools, we can take an AR backlog. And if you're just running an insurance discovery through manpower, the hit rate's gonna be like 60 to 65%, as we've seen. If you use an AI tool or a reimbursement software through an HL7 interface to try to rein re to enhance that process.
You can bring it up to about ninety three to ninety-five percent if it's a really good tool, right? Really good AI tool. the software, you don't have to worry so much about the HIPAA stuff. But of course, as you know, AI and HIPAA is you gotta be very extremely careful. But then if you add an a virtual assistant, right? We we are using different RCM companies in our systems to enhance this insurance discovery. So
RVA brings that 95% up to close to 100% under 100. It's just the reimbursement rate is over 99%. I can't tell you it's 100%, because obviously we can't say you're going to be reimbursing all claims. It happens on case-by-case basis, but we've been helping practices bring that denial rate to less than 1%. So by the help of either RC sorry RCM tool, either an RCM tool, AI tool, and using that virtual assistant.
that sixty percent is now close to a hundred and forty percent revenue missed in any practice, I don't really care what your volume is, is very, very significant.
Stacey Doyle (14:22.721)
That could be a game changer for for many practices. So tell us if if a practice is listening right now and saying it could be the office manager, it could be the physician, you know, owner of the group, how do you start this out? Do you have a discovery call? How do you guys kick off working together?
Timothy Boyle (14:41.542)
Yeah, we like to call them strategy sessions, right? So I like I said before, I like to take a step back and act as a consultant, right? So I'd ask them, what are what are the biggest challenges you're dealing with? And where like where along your workflow are you dealing with the most pain? And or burnout. Where what's what's struggl? And if they have an idea of of where that is, of course we can just dive right into that and figure out how we can fix that problem. If not, I'll ask them a list of discovery questions.
How many patients are you seeing? Do those patients take insurance? Out of those patients, how many of those claims be are denied on a regular basis? Just ask them a series of questions just to figure out where we can sit. Do you outsource your billing? Are you dealing with an AR backlog? Do you use AI tools in your RCM? Just all these different types of questions because if they aren't using tools in their RCM, maybe then a billing issue could happen. So then we would dive in and we would start at that back end.
And we would start at the back end instead of the front desk. But I mean it's a case by case basis. If someone was listening right now, if you fix everything up front, nothing's gonna fall through the cracks. So if you have someone on your front desk that's making sure everything's accurate, that that insurance coming through is active and you're gonna be reimbursed on services rendered, you don't have to worry about it at the end of the day. So if it was a brand new practice that says I'm not dealing with any, I don't really know where the pain is, I would say put someone on your front desk.
Because if you fix it up front, nothing's gonna slide through the cracks, you're not gonna have to deal with it. And that patient experience is just gonna be much better. And a day in the life of your office is gonna go much smoother and be much more enjoyable for not only the doctor, but everybody working in the in the practice.
Stacey Doyle (16:26.369)
Love that. Now tell us obviously you're you and and Reva Medical Solutions is a you're leading the way in obviously making work the workplace more efficient and and really being an innovator with technology here. So tell us, what do you really see in the next five years happening to the healthcare workforce space?
Timothy Boyle (16:50.366)
I th AI is inevitable for sure. There are gonna be tools, AI tools. So to give you a little bit of a story, we went to the HIMS conference in Las Vegas at the B earlier this year, and we went to look to get in front of that doctor's audience, right? Trying to get in front of doctors, trying to get in front of even s chief operating officers of hospitals, any decision maker that's at one of those practices, hospitals, anything like that. And when we showed up, inevitably, it was all AI.
Everything was AI. There was all different AI companies. So I feel like everything's gonna get better with reimbursement and with efficiency because of AI. And I think that's a good thing. I do think that we're gonna run into issues because a lot of people look at AI and they think, okay, let's set it and forget it. Where you need to mod, especially when it comes to patient information, you need to monitor that AI tool. You need to have someone running it. So I see in the future.
A combination of both. And I honestly I truly believe virtual staffing's gonna once you because even just the clients that we have and how many like we add one and then they have five by the end of the day because they see how efficient and how much money they're saving by adding this. I s I honestly see in the future it's gonna be an AI human mix, but it doesn't necessarily need to be in-house staff because we found out during COVID, even nurses can work from home, you can do this telemedicine.
And it can be just as successful. So I see in the future a lot of these different healthcare organizations pivoting and offshoring that that ons on site staff.
Stacey Doyle (18:33.357)
Great look into the future. And obviously you're on the front lines. So we appreciate that. So Tim, tell any of our listeners today where to find out more information, how they can work with you, and anything else you want to share.
Timothy Boyle (18:47.814)
Yeah, so I Tim Boyle I'm on LinkedIn. My the company's on LinkedIn, Reva Global Medical, also Revaglobal Medical dot com. If you go to that website, it will walk you through exactly how we can help you, where we can help you, and then obviously my contacts information is on there. If you just want, like I said, I I'd like to be a consultant. If you just have questions, don't hesitate to reach out. I'm I'm an open book. I'm h happy to help.
Stacey Doyle (19:12.023)
Thank you so much, Tim. We really appreciate your time today and and sharing all this knowledge with our audience and they're always looking for ways to reduce burnout, reduce stress and and increase revenue. So thank you so much for being a guest.
Timothy Boyle (19:28.178)
Thanks, Stacey. I really appreciate it.
Stacey Doyle (19:31.38)
Amazing, amazing. Yeah, we try to keep it a little bit shorter.
