Bringing calm, clarity, and connection to your clinic – from half a world away.
As the healthcare landscape continues to evolve, so does the way clinics manage patient care and communication. At the heart of this change are Virtual Medical Receptionists (VMRs) – dedicated professionals working remotely to ensure that clinics run smoothly, patients feel heard, and the day-to-day demands of front desk operations are met with efficiency and care.
Today, we’re excited to introduce Hena, one of our talented VMRs, whose calm demeanour and strong work ethic have made her an invaluable part of our team. Through this Q&A, Hena shares her experience, the rhythm of her workday, and what it’s like being the voice patients hear when they call in for support.
Hi, I’m Hena!
I’ve been working as a Virtual Medical Receptionist for just over a year now, and it’s truly been a fulfilling journey. My background is in the field of biomedical science, which has given me a solid foundation - especially when it comes to communicating effectively with patients and staying organised in high-pressure situations.
Outside of work, I’m an early riser (which works out perfectly for this role!), and I enjoy a quiet morning with a good cup of tea. I also love winding down with music or a book - it helps me reset after a full day. Working remotely with an Australian-based team has been a unique and enriching experience. It’s helped me grow not only in discipline but also in empathy, and it’s deepened my appreciation for cross-cultural communication.
What’s your typical workday like? Take us through your day.
My day kicks off early to align with Australian clinic hours. During Daylight Saving Time, I start at 3:30 AM, and when it ends, my start shifts to 4:30 AM. That early wake-up call was definitely an adjustment at first, but now it feels completely natural and honestly, there’s something peaceful about being up and productive before the rest of the world wakes.
I usually begin by reviewing the day’s appointment schedule, checking for any notes or updates from the team, and prepping for follow-ups. Once the phone lines open, the pace picks up quickly. I manage bookings, respond to patient enquiries, update Medicare and billing details, and ensure everything behind the scenes is running smoothly. It’s a busy role, but knowing I’m helping keep things efficient and stress-free for both patients and clinic staff makes it rewarding.
You work closely with Sasha, another VMR on the team. How has that collaboration shaped your experience?
Working alongside Sasha has been one of the highlights of my role. We’ve developed a strong professional rapport built on mutual support and clear communication. In the early days, Sasha was incredibly helpful guiding me through unfamiliar workflows, sharing tips, and checking in regularly.
Now, we’ve got a solid rhythm. We divide tasks, share updates, and back each other up when needed. Having that kind of partnership makes a big difference in a remote environment, it creates a sense of teamwork even across different time zones.
What’s been the biggest challenge in adjusting to your role as a VMR?
One of the initial challenges was mastering the balance between speed and accuracy. As a medical receptionist, patients often expect quick answers, but there’s absolutely no room for mistakes especially when dealing with appointments, dates, and clinical information. Every detail matters.
Another adjustment was the virtual aspect of the job. When you’re not physically sitting beside someone, you have to be confident in making decisions independently. I’ve learnt to rely heavily on clear documentation and structured communication, which has helped me become more self-sufficient and precise in my role.
And what’s been the most fulfilling part of the role?
Without a doubt, it’s the patient interactions. There’s something exceptional about being able to offer reassurance, clarity, or just a calm voice on the other end of the line especially when someone is anxious or unsure. Hearing a simple “Thanks, that helped so much” is incredibly rewarding.
Even though I work remotely, I’ve built meaningful connections with regular patients. It surprised me, honestly I didn’t expect to form that kind of rapport virtually, but it’s proof that empathy and attentiveness can travel across any distance.
How has it been adjusting to Australian culture and work hours? What challenges have you faced?
The early starts were the biggest hurdle at first 3:30 AM is no small feat! But over time, it’s become part of my rhythm. On the days I start at 4:30 AM during winter, it actually feels like a small luxury.
Culturally, I’ve found Australians to be refreshingly direct and friendly. That openness has pushed me to communicate more clearly and confidently. At first, I was a bit unsure about slang or specific phrases, but I’ve learnt a lot just by paying attention, asking questions, and staying open to feedback.
Energy management is an ongoing challenge especially when meetings run late but I’ve built a routine that works for me. Prioritising rest, staying hydrated, and planning my breaks all help me stay focused throughout the day.
Final Thoughts
Being a Virtual Medical Receptionist has taught me a lot about communication, resilience, and the value of being a steady presence in someone’s day. Even though I work remotely, I feel very much part of the clinic teams I support. It’s more than just answering calls it’s about creating a positive first impression.
Interested in having an expert like Hena be part of your team?
Reach out us and let's have a chat on how we can make your practice profitable.
