Frequently Asked Questions About VA Support Services for Psychologist and Other Health Practitioners
Who does The Personalised VA work with?
Solo and small psychology and other health practices, with up to three practitioners.
Who is the Full VA Package a good fit for?
Psychologists, counsellors and social workers in solo or small practices, with up to three practitioners, who use Halaxy and want to hand over most of their day-to-day admin. That includes bookings, enquiries and intake, referrals and mental health care plans, invoicing, Medicare, DVA, health fund and NDIS claims, and client follow-up. Phone answering can be added if you want your calls covered too.
Moira's Halaxy experience so far is with psychology practices. If you're a different kind of practitioner, she's open to working with you, as long as you can talk her through how your field works, including your referrals, appointment types and their requirements and how you bill. Send an enquiry and she'll let you know whether it's a good fit.
Who is the Reception Package a good fit for?
Practitioners who offer individual appointments, such as psychologists, counsellors, social workers, physiotherapists, OTs, massage therapists, naturopaths, homeopaths, personal trainers and Pilates and yoga teachers. It suits those who look after their own emails and admin but want their phones answered and appointments booked. It works in Halaxy and in other practice management systems, such as Zanda.
What makes a VA for health practices different from a general admin assistant?
Moira has spent over 4.5 years as the VA for a psychology practice, using Halaxy every day. She already understands referrals, mental health care plans, Medicare and DVA claiming, and the care needed when speaking with clients. She also knows where her role stops: anything clinical goes straight to you. Its the reason behind the name, its personalised for both you and your clients.
What training and qualifications does Moira have?
Medicare and privacy
Medicare Better Access Training, Dr Tess Crawley (last reviewed 2026)
Medical Billing and Compliance for Psychologists, AIMAC, written by Dr Margaret Faux (last reviewed 2026)
Privacy in Practice Course, Office of the Australian Information Commissioner (last reviewed 2026)
Working with clients
Accidental counsellor training - Human Connections (2026)
Lifeline volunteer (early 2000’s)
NSW Working with Children Check (current)
Qualifications
Bachelor of Psychology (1983): it gives her an understanding of the setting she works in, though she doesn't provide any psychological services and is not clinically trained.
Post Graduate Higher Diploma Education (1984): Following this Moira became a casual teacher which helped her further develop teaching skills and patience.
Moira also brings over 20 years of hands-on experience running two franchises, writing their admin manuals and training their staff, providing IT support for a national company, and bookkeeping for numerous businesses, plus 4.5 years as the VA for a psychology practice using Halaxy daily.
What practice management software do you work with?
The Full VA Package and Halaxy services are built around Halaxy, which Moira has used daily for over four years. The Reception Package also works in other systems, such as Zanda.
How do we get started?
Send us an here and Moira will call you for a free discovery call. You can see each step on our How It Works page.
How long does onboarding take before Moira starts?
Onboarding usually takes 3 to 4 weeks, and Moira starts on tasks in the first week. Once you've signed your Service Agreement and paid your first invoice, including the onboarding fee, we agree on a start date. Moira sends you the onboarding questionnaire, then you meet by phone or Zoom for the onboarding interview. Between them, they cover how your practice runs, so Moira can get started sooner.
Will I have to spend hours training Moira?
No. She already knows Halaxy, so there's no software training. Your onboarding questionnaire and call cover the parts only you can tell her, such as your fees, booking rules and preferences. For the first 3 to 4 weeks she checks in more often while she learns your practice, then works more independently.
For the Reception Package, Moira asks you once about your booking rules, and she's comfortable learning other booking systems using their own guides.
How do I communicate with Moira?
Moira works with you by email and through a shared Trello board, and at times she may call you, depending on your preferences. You can add agreed tasks to the board, check their progress and leave comments. When you add a task, use the client's Halaxy ID number, never their name. Email Moira for anything else, and she aims to reply within one business day. During onboarding you'll talk through how you'd like to communicate, so Moira understands your client hours, boundaries and preferences. She works Monday to Friday, 8:30am to 4pm.
What Doesn’t Moira do?
Subpoena file preparation, records request preparation, read, write, transcribe or summarise session notes, clinical notes, clinical letters or clinical reports", and crisis work. Moira also does not work for GP medical clinics.
Do I need a practice manager to work with you?
No. Many small practices don't have one, and Moira can work directly with you
Does Moira work with practices and practitioners outside of NSW?
Yes, Moira works with practices across Australia. Her hours are 8:30am to 4pm Sydney time, so for practices in other time zones her day may finish before yours does. In Western Australia, for example, it finishes at 1pm or 2pm, depending on daylight saving. We'll talk through how this fits your practice hours before you start, and if you need phones answered later in your day, a VA in your own state may suit you better.
Will I always deal with the same person?
Yes. Moira is your VA, so you're not passed between different people. The only exception is when she's away and you've approved a replacement VA in writing.
What happens if Moira is sick or on holiday?
Moira gives you notice of planned leave and agrees with you beforehand how urgent tasks will be handled. Where one is available, an approved replacement VA can cover your work, but only with your written approval. If no cover is arranged, any package hours you've paid for and missed are credited to your next invoice.
What hours does Moira work?
Monday to Friday, 8:30am to 4pm (Sydney time), excluding NSW public holidays. If your practice is in another state, check how these hours line up with yours.
Where are you based?
In Australia, NSW. Moira, and any replacement VA, works from Australia unless you agree otherwise in writing. Some of the software we use stores data overseas, and our Privacy Policy lists where.
Can a VA answer calls as well as a receptionist in the practice could?
For phones, yes. Moira uses a secure internet phone system, sees which practice each call is for before she answers, and answers with your practice name using your booking rules and wording. Because she isn't in your rooms, she can't greet clients in person, and if she's on another call or in the middle of a task she can't stop, the caller leaves a message and she calls them back.
How do you keep my clients' information private?
Moira follows the Australian Privacy Principles. She uses her own login to your systems, with access only to what she needs, multi-factor authentication, and a secure password manager. She works inside your systems rather than copying information into her own, and her task lists use client ID numbers only, never names or initials. Our Privacy Policy has the full details.
How do we share passwords and logins safely?
For your practice management software, Moira has her own named login, set up by you, so you don't share your password. For your email, she uses delegated access where your provider offers it. If it doesn't, you can give her the password through a password manager or by phone, and change it when you finish working together.
Do you read or write clinical notes?
No. Moira doesn't read, write, transcribe or summarise session notes, clinical notes or reports, and she doesn't need access to them.
What happens if a client calls in crisis?
Moira isn't a crisis contact and doesn't assess risk. She follows the risk procedure you've agreed with her: she gives the client crisis support numbers and passes the information to you straight away. If someone's life appears to be in immediate danger, she calls 000 and then tells you.
Do you have a Working with Children Check?
Yes. Moira holds a NSW Working with Children Check.
Are you insured?
Yes. Moira holds professional indemnity insurance for all active client engagements.
How much does it cost?
Prices are on each service page. The Full VA Package is $75 an hour, with your weekly hours set from your caseload. The Reception Package starts from $95 a week. Moira isn't registered for GST, so no GST is added. For the fees of our other packages please see the those pages.
Are there setup fees?
Ongoing packages have a one-off setup fee, which covers the work of setting up so your hours go on your admin:
Full VA Package: $250, plus $125 for each extra practitioner.
Reception Package: $200.
There's no setup fee for Ad Hoc Support, the Halaxy Automation Setup or the Practice Admin Manual. There are no software or licence fees.
How does billing work?
Ongoing packages are invoiced monthly in advance. Ad hoc work is invoiced weekly. The Halaxy Automation Setup and Practice Admin Manual are paid in advance. Invoices are due within 7 days and paid via direct deposit.
Can I change my hours?
Yes. Talk to Moira about increasing or reducing your hours, and the change is set out in writing. If your practice grows and the work regularly takes longer than your package covers, Moira will talk with you about adjusting it, with 30 days' notice before any change.
Is there a lock-in contract?
No. Either of us can end the arrangement with 28 days' notice.
Still have a question?
Send an enquiry via our form or email personalisedva@proton.me.