Monthly Retainers

Healthcare-Focused Expertise
Unlike general virtual assistants, CIVA specializes exclusively in supporting independent healthcare practices. Our team understands medical workflows, patient communication, HIPAA compliance, and EMR systems.

Cost-Effective Support
Gain experienced administrative support without the costs associated with hiring, training, and maintaining a full-time in-house employee.

More Time for Patient Care
Reduce administrative burden and reclaim valuable time to focus on your patients, practice growth, and work-life balance.

Flexible, Scalable Solutions
Whether you need a few hours of support each week or a dedicated remote support team, our services grow alongside your practice.

Healthcare-Focused Experience
Our team understands the unique workflows of independent medical practices, including patient communication, scheduling, documentation support, EMR systems, and HIPAA-conscious administrative processes. This specialized experience allows us to integrate seamlessly into your practice and provide support that feels like an extension of your team.

Clear Communication & Professionalism
Effective communication is essential in healthcare. Our U.S.-based team provides professional, compassionate support to patients, providers, and vendors, helping your practice maintain a consistent and positive experience at every touchpoint.

Aligned Business Hours
Working within U.S. time zones allows for smoother collaboration, faster responses, and easier coordination with your practice, patients, laboratories, pharmacies, and referral partners.

Security & Confidentiality
Protecting patient and practice information is a top priority. Our team follows HIPAA-compliant workflows and strict confidentiality standards to support the secure handling of sensitive information.

A Strong First Impression
Every patient interaction reflects your practice. From answering messages and coordinating appointments to managing administrative workflows, our team helps ensure each interaction is handled professionally, accurately, and with care.

Yes, we are! Every VA holds a HIPAA | PIPEDA certificate in:

• Using and disclosing PHI

• HIPAA | PIPEDA Privacy

• HIPAA | PIPEDA Security

• HIPAA | PIPEDA and State Laws

• Becoming HIPAA | PIPEDA compliant

No. Clinical Workflow Support is a separate service line staffed by licensed clinical personnel.

For healthcare providers, we provide a signed Business Associate Agreement (BAA) to support HIPAA compliance and safeguard patient privacy. Combined with our HIPAA-compliant workflows and security practices, it helps establish a secure and professional partnership from day one.

We use encrypted password managers like 1Password.

I have worked in many specialties including:

• Direct Primary Care (DPC)

• Functional Medicine

• Primary care (Traditional)

• Internal Medicine

• Neonatal Intensive Care Unit

• Labor and Delivery

• Pediatrics

• Mental Health

• Detox Clinic

• Telemetry Hospital Unit

• Rheumatology

• Physiatry (Spine and Sports)

Yes. Many practices choose to pair both services for a comprehensive remote support solution.

We do not answer live incoming calls. However, we routinely check voicemail messages, return calls when appropriate, and make outgoing calls on behalf of your practice. This allows us to provide efficient administrative support while maintaining our asynchronous workflow model.

Great question! Because we support multiple providers, we use a combination of time-blocking and asynchronous workflows to ensure each practice receives dedicated attention.

Time-blocking is a time management method where specific blocks of our day is reserved for individual practices. For example, we may dedicate 30 minutes, 1 hour, or longer to focus exclusively on a particular provider's tasks and priorities.

An asynchronous workflow allows for greater flexibility. Rather than requiring real-time communication, tasks are completed throughout the day based on urgency, priority, and established workflows. This approach allows us to efficiently support multiple practices while maintaining timely turnaround times and consistent communication.

Most providers find that an asynchronous model works exceptionally well for administrative support, as tasks are completed behind the scenes without requiring them to be available throughout the day.

We provide support Monday through Friday during standard business hours.

To maintain a healthy work-life balance for our team and ensure sustainable support for our clients, we are not available 24/7 and do not provide on-call or after-hours coverage. Any urgent support needs should be discussed in advance to determine whether a customized solution is appropriate for your practice.

We offer structured retainer packages based on an agreed hourly rate and weekly support schedule.

Most clients work with us on a monthly retainer, which provides consistent administrative support for their practice. Monthly invoices are calculated using the agreed hourly rate and weekly support hours, with adjustments based on the number of business days (Monday–Friday) in each month.

We also offer custom packages and project-based pricing for practices with unique needs or special projects.

For a detailed breakdown of our retainer options, please visit our Support Page or schedule a discovery call to discuss your practice's needs.

Our retainer packages are based on an agreed hourly rate and a set number of support hours per week.

Rather than a fixed monthly hour allotment, services are structured around a consistent weekly schedule (Monday–Friday). Monthly hours are then calculated based on the number of business days in each month.

Example:

5 hours per week ≈ 1 hour per business day

This means we dedicate up to one hour each business day to supporting your practice, providing consistent and ongoing administrative support.

Because the number of business days varies from month to month, total monthly hours and invoice amounts may fluctuate slightly.

This approach ensures reliable daily support while maintaining flexibility and transparency in billing.

Yes! If your practice requires a different level of support, additional hours, or services outside of our standard retainer packages, we can create a customized solution tailored to your needs.

Every practice is unique, and we are happy to work with you to develop a support plan that aligns with your workflow, goals, and budget.

We actively monitor your time utilization throughout the month and will notify you if your allocated hours are running low.

If you use all of your scheduled hours before the end of the billing cycle, you have two options:

• Continue receiving support at your agreed hourly rate, with additional hours billed on your next invoice; or

• Pause services until the start of the next billing cycle to remain within your selected retainer package.

We believe in proactive communication and will always discuss your options with you in advance, allowing you to choose the solution that best fits your practice's needs.

Because our services are structured around scheduled business days (Monday–Friday), the number of workdays can vary from month to month.

Monthly hours and billing are calculated based on the actual number of scheduled business days in each month and your agreed weekly support schedule.

As a result, your monthly invoice may vary slightly depending on the calendar. There are no separate "extra week" charges - any variation is automatically reflected in the monthly calculation.

This approach provides predictable daily support while ensuring billing remains fair and transparent.

Yes! You may cancel your services at any time with 30 days' written notice.

The 30-day notice period allows us to ensure a smooth transition, complete any outstanding tasks, and properly offboard your practice.

Because our services are digital, time-based professional services, payments for the current billing cycle are non-refundable. Any unused retainer hours are forfeited at the end of the billing cycle in accordance with our service agreement.

If you have questions about your support needs or service level, we're always happy to discuss options before making any changes.

Discovery Call: We begin with a complimentary 15–30 minute call to learn about your practice, discuss your goals, and determine whether we are a good fit.

Proposal: If we decide to move forward, you will receive a customized proposal outlining the recommended service structure for your practice.

Service Agreement: Once the proposal is accepted, you will receive a Service Agreement for review and acceptance.

Onboarding Documents: After the Service Agreement has been accepted, we will provide any required onboarding documents, including a Business Associate Agreement (BAA), W-9, and HIPAA compliance documentation, as applicable.

Invoice & Start Date: Once onboarding is complete, we will confirm your service start date and issue the appropriate invoice based on the agreed-upon services.

Get Started: Upon receipt of payment, onboarding is finalized and services begin on the scheduled start date.

Yes. Before services begin, all clients are required to review and accept a Service Agreement that outlines the scope of services, billing structure, communication expectations, confidentiality requirements, and other important terms of our working relationship.

Our agreements are designed to be clear, straightforward, and easy to understand. Most services operate on a flexible month-to-month retainer basis, providing ongoing support without long-term commitments, while maintaining transparent terms and a 30-day cancellation policy.

The goal is to establish clear expectations from the start, ensuring a smooth, professional partnership and a shared understanding of services, workflows, and responsibilities.

After a complimentary discovery call and successful onboarding, time spent providing approved support and services for your practice is applied toward your monthly retainer.

Examples of billable services include:

• Administrative support and practice management tasks
• Patient communication and coordination
• Email, portal, and EMR/EHR management
• Scheduling, referrals, prior authorizations, and follow-up activities
• Workflow development, project coordination, and provider-requested tasks
• Meetings, training, and practice-related consultations

In general, time spent actively working on tasks, projects, communications, or requests related to your practice is considered billable.

We believe in transparency and will communicate proactively if additional hours, expanded scope, or retainer adjustments may be needed.

Non-billable time includes internal CIVA administrative activities, staff meetings unrelated to your practice, ongoing training, marketing, business development, and general system maintenance.

I do maintain a traditional resume for employment opportunities. However, as an independent contractor and business owner, I typically direct prospective clients to my LinkedIn profile, which provides a comprehensive overview of my professional experience, background, skills, and career history.

In addition, I am happy to provide references, testimonials, credentials, and examples of relevant experience upon request. These resources often provide a more complete picture of the value and expertise I bring to healthcare practices than a traditional resume alone.