Our Virtual Assistants are hand-picked from top-tier professionals with backgrounds in finance, banking, tech, biomedicine, and more!
Take Aysha 'Sasha' Rasheed, for example—through her dedication and passion for excellence, quickly rose from the ranks of a junior to leading agile teams at HSBC, and now serves as a Virtual Medical Receptionist (VMR) for one of Melbourne’s largest day surgeries. Curious about what a day in the life of a virtual assistant looks like and how they help deliver top-notch care to Australian patients?
We had a chat with Sasha, and asked her about how she goes about providing successful outcomes in her role and how she stays on top of the fast-shifting dynamics of the patient care experience.
Can you tell us about your role as a virtual medical receptionist?
As a virtual medical receptionist, my primary responsibility is to support healthcare facilities by managing patient intake, scheduling appointments, sending reminders, and addressing frequently asked questions. These tasks help streamline administrative workflows and enhance the overall efficiency of operations.
In addition to ensuring that essential paperwork, such as consent and privacy agreements, is completed before appointments, I also collect patient details like contact information, insurance details, and medical history. My key objectives are to improve the patient experience, reduce the administrative burden on healthcare staff, and ensure seamless processes before, during, and after a patient's visit.
How do you manage incoming calls and messages? Are there any special techniques or tools you use?
Managing incoming calls and messages effectively is a core part of my role, and I use a combination of AI-powered tools and integrations to streamline the process. For phone calls, I rely on automated systems to route patients to the appropriate departments, schedule appointments, and respond to routine queries.
For messages—whether via chat, text, or email—I prioritise urgent requests, send appointment reminders, and provide confirmations. Integration with CRM systems allows me to monitor patient interactions, maintain efficient communication, and generate insights to improve office workflows. For complex inquiries, I escalate cases to human staff, ensuring all requests are handled promptly and effectively. My goal is to improve the patient experience, minimise wait times, and optimise communication channels.
How do you handle urgent requests or emergencies?
Urgent requests or emergencies require a calm, organised, and systematic approach. The first step is to assess the urgency by asking critical questions to determine whether the issue is life-threatening or requires immediate action. In cases of emergencies, I advise patients to seek immediate care, such as visiting the emergency department.
For non-life-threatening but urgent matters, I prioritise scheduling the earliest available appointment or directing the patient to urgent care services. Familiarity with the practice’s emergency protocols, including after-hours on-call procedures, ensures timely responses. Clear communication is vital—providing instructions in a professional and reassuring tone while thoroughly documenting all urgent interactions.
To enhance responsiveness further, I use tools like messaging systems, automated alerts, and readily accessible emergency contact information. These measures help ensure that critical situations are addressed swiftly and appropriately.
What is the most rewarding part of your job as a virtual medical receptionist?
The most fulfilling aspect of my role is the opportunity to improve patients' access to care while making their healthcare journey smoother and less stressful. Whether it’s assisting with appointment scheduling, sending timely reminders, or ensuring patient information is accurate and up-to-date, I take pride in simplifying the patient experience.
It’s equally rewarding to support healthcare professionals by reducing their administrative workload, allowing them to focus on delivering high-quality care. Knowing that my efforts contribute to a more organised and efficient healthcare environment—and witnessing the positive impact on both patients and staff—makes my work truly gratifying.
How do you keep your skills sharp and stay up-to-date with the latest best practices in virtual work?
Staying current in my field requires continuous learning and adaptability. I keep my skills sharp by regularly engaging with updates from practice management software developers, ensuring I stay informed about advancements in technology, privacy regulations, and healthcare management practices.
I also adopt new tools and systems that enhance security and efficiency, such as encrypted communication platforms and updated scheduling software. Real-time feedback from patients and staff plays a crucial role in refining my skills, allowing me to understand patient needs better and optimise my processes.
This commitment to professional development ensures that I remain effective, responsive, and aligned with the highest standards in virtual healthcare support.
