Welcome To CIVA

Welcome Message

I’m so excited to have you join CIVA.

My goal is to create a supportive, organized, and professional environment where you feel confident in your role and clear on expectations. This guide will walk you through everything you need to get started smoothly.

I’m looking forward to working together.

About CIVA

CIVA is a virtual administrative support company specializing in healthcare practices, including Direct Primary Care, Direct Specialty Care, Concierge, Functional Medicine and membership-based clinics.

We focus on creating organized systems, improving workflows, and providing both administrative and clinical support so providers can focus on delivering exceptional patient care.

Your Role at CIVA

As a Licensed Vocational Nurse (LVN) subcontractor, you will provide virtual clinical and administrative support to the practices we serve.

Your responsibilities may include:

• Medication refill support and preparation for provider review

• Medication reconciliation

• Prior authorization support

• Care coordination and patient follow-up

• Lab, imaging, and referral tracking

• Preventive care and chronic care management support

• Chart preparation and clinical documentation support

• Patient communication and education within approved workflows

• EMR management and documentation

• Administrative support as needed

As with all CIVA team members, success comes from ownership, reliability, communication, and attention to detail.

Clinical Scope & Escalation

As an LVN, you bring valuable clinical knowledge and experience to the practices we support.

All clinical support activities must be performed within the scope of your licensure, training, client-specific workflows, and applicable state regulations.

Questions involving diagnosis, treatment decisions, prescribing, abnormal findings requiring interpretation, or other provider-level medical decision-making must be promptly escalated to the supervising provider.

When in doubt, escalate.

Team Profile for CIVA

As part of building a strong and professional presence for CIVA, each team member is featured on our website. This helps create a more personal and trustworthy experience for the practices we support.

Please submit the following:

Headshot Photo

• Clear, well-lit photo

• Neutral or simple background preferred

• Please provide 2–3 options so we can select the best fit

Short Bio

• Your background and experience

• Areas you enjoy or specialize in

• A touch of personality to keep it warm and approachable

You can email your photo and bio to: info@civa.solutions

Hours + Availability

• Hours are flexible based on workload and client needs
• Please communicate availability and any changes in advance

Time Tracking & Compensation

CIVA uses Toggl Track for time tracking and payroll calculations.

All subcontractors are required to accurately track their time while actively working on client-related tasks. This allows us to:

• Ensure accurate compensation

• Track client support hours

• Monitor workload and capacity

• Maintain transparency across projects

Time Tracking Expectations

• Start your timer when beginning a client-related task

• Stop your timer when the task is complete or when stepping away from work

• Use clear and accurate task descriptions

• Track time in real time whenever possible

• Only track time spent actively working

Examples of trackable work include:

• Patient communication

• Administrative support

• EMR tasks

• Scheduling

• Research related to client requests

• Internal team communication related to active client work

Compensation

Compensation is based on the total approved hours tracked in Toggl while actively performing assigned clinical support, care coordination, patient communication, administrative, or client-related tasks.

Please ensure your time entries are accurate and complete, as Toggl serves as the primary record for payroll and client billing purposes.

If you have questions regarding time tracking or whether a task should be tracked, please ask before proceeding.

Accurate time tracking helps ensure fairness, transparency, and proper support for both our team and the practices we serve.

Tools You May Use

Depending on your role, you may use:

• Google Workspace (Docs, Drive, Calendar)

• Communication tools (email, Spruce, etc.)

• EMR Systems

Communication Expectations

Clear and timely communication is essential.

This is key for smooth operations:

• Check messages daily during working hours
• Communicate clearly and professionally
• Ask questions when unsure - don’t guess
• Notify me of any delays or issues as soon as possible

Confidentiality + HIPAA

All patient and client information must be handled with strict confidentiality.

HIPAA compliance is required at all times. Do not share, store, or access information outside of approved systems.

CIVA does not provide VPN access. Subcontractors are expected to ensure their own secure setup.

What Success Looks Like at CIVA (this is your secret sauce)

This is where you shine:

At CIVA, we are more than virtual assistants. We are trusted partners to the physicians and practices we support.

Our providers rely on us to help keep their practices organized, efficient, and running smoothly. Success in this role is not measured simply by completing tasks - it is measured by ownership, reliability, communication, and follow-through.

Trust

Trust is the foundation of everything we do. Providers trust us with both patient care coordination and sensitive clinical workflows. Accuracy and follow-through are essential.

The goal is to be able to hand off a task and know it will be handled without repeated reminders or constant oversight.

Successful team members:

• Follow tasks through to completion

• Communicate progress and obstacles

• Take responsibility for their work

• Build confidence through consistency and reliability

Attention to Detail

Details matter.

A missed step, incomplete task, or overlooked message can impact both providers and patients.

Successful team members:

• Double-check their work

• Think critically before taking action

• Connect the dots between tasks and information

• Catch potential issues before they become problems

Proactive Mindset

We value problem-solvers.

Rather than simply identifying problems, we look for solutions.

Successful team members:

• Notice missing information

• Anticipate next steps

• Think one step ahead

• Ask thoughtful questions when clarification is needed

• Bring possible solutions, not just concerns

Ownership & Follow-Through

Treat each practice as if it were your own.

If a task is assigned to you, you are responsible for ensuring it reaches resolution or is properly tracked until it can be completed.

Successful team members:

• Follow tasks through to completion

• Keep track of pending items

• Document necessary follow-up actions

• Take ownership when mistakes occur and work to resolve them

Same-Day Completion Mindset

Whenever possible, tasks should be completed the same day they are assigned.

When a task cannot be completed, there should always be a clear understanding of:

• Why it remains open

• What the next step is

• Who we are waiting on

• When follow-up will occur

Nothing should fall through the cracks.

Communication

Communication is essential to our success.

Successful team members:

• Ask questions when unsure

• Communicate when overwhelmed or delayed

• Share concerns early rather than waiting

• Take ownership of mistakes and communicate openly

• Avoid assumptions

There should never be surprises. Clear communication helps us provide exceptional support to our clients and to one another.

The CIVA Standard

The people who thrive at CIVA are:

• Detail-oriented

• Organized

• Proactive

• Resourceful

• Reliable

• Professional

• Solution-focused

• Independent yet collaborative

We do not expect perfection. We do expect ownership, communication, accountability, and a commitment to excellence.

Getting Started

Once your agreement is accepted:

1. You’ll receive onboarding details (Gusto)

2. Access to necessary tools (if applicable)

3. Assigned tasks or training

4. Ongoing support as needed

Initial onboarding time is unpaid.

Compensation begins once subcontractors are actively working on client-related tasks.

Growth Opportunity

As CIVA continues to grow, clinical team members who demonstrate strong communication, reliability, initiative, and leadership may have opportunities to take on expanded responsibilities, support additional practices, assist with workflow development, and contribute to the growth of CIVA's clinical support services.

Support + Questions

I’m here to support you. If you have questions at any point, please reach out -communication is always encouraged.

Closing

Welcome to CIVA - I’m excited to work together and build something great.