Reception Package | VA Phone Support for Psychologists & Other Health Practitioners
Virtual admin support for practitioners who keep their own emails and admin, and just want their phones and texts answered, and their diary kept full.
What is Included in the VA Receptionist Package?
When you select this package Moira takes over you phones so you can do what you do best, focus on your clients. It also means on your days off you don’t need to be available for every phone call or worry about missing out on that new client.
Includes:
Calls and texts answered 8:30am to 4pm, Monday to Friday.
New enquiries handled.
Appointments booked and rescheduled.
Cancellations filled from your waitlist.
Option to opt out of texts if your practice management software has 2-way texts enabled
You always deal with Moira, not a rotating call centre, she learns your booking rules and your clients’ preferences.
This package works in Halaxy and in other practice management systems.
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.
How it Works
Maybe you’ve seen the reel with the therapist face down, crashing out on the couch and putting their head up to reply to a clients text then resuming their crashout? That does not need to be you. Get back your peresonal time and crash out without the interruptions (unless you have kids).
Getting Set Up
Before Moira starts, you'll go through your booking rules together: appointment types, fees, who can book what, how she checks who she's speaking to, and anything she should never say. She'll use your wording and procedures, so callers get the same answers they would from you.
Your Calls Come to Moira
Moira uses a secure internet phone system (often called VoIP), so she can answer your practice's calls from her office. There are two ways to set it up:
Keep your current number and divert it to Moira during her hours. Your phone company may charge for diverted calls, so it's worth checking with them.
Use a new number set up for your practice, which Moira manages for you.
Moira Answers as Your Practice
Moira can see which practice each call is for before she picks up, so she always answers with your practice name, the way you'd like it answered.
Your Booking System
Moira books appointments in Halaxy or the system you already use, with her own login and only the access she needs. She never uses your login and doesn't need access to clinical notes.
During Her Hours
Moira works 8:30am to 4pm (Sydney time), Monday to Friday, excluding NSW public holidays. She books and reschedules appointments, answers enquiries, and fills cancellations from your waitlist. If she's on another call, the caller can leave a message and she'll call them back as soon as she can.
Filling Cancellations
You keep a waitlist, including clients who would like an earlier appointment. Moira only contacts clients on the waitlist you provide.
Outside Those Hours
Calls go to your voicemail, or to a message you've approved. It tells callers when they'll hear back, that the line isn't monitored for emergencies, and to call 000 if someone is in danger. Moira returns messages on the next working day.
Texts
Moira can reply to client texts using wording you've approved. She never includes specific details about a client's care in a text or voicemail.
What Comes to You
Messages and callbacks reach you the way you prefer, for example by text, email or a note in your booking system. Anything clinical, any concern about a client's safety, and anything outside your booking rules goes straight to you. If someone's life appears to be in immediate danger, Moira calls 000 and then tells you. Calls are never recorded.
When Moira is Away
Moira gives you notice of planned leave and agrees with you beforehand how calls will be covered. Where one is available, an approved replacement VA can cover, but only with your written approval.
Pricing
From $95 a week for a solo practitioner. As a general guide, the more clients you see, the more calls and texts your practice receives, so busier practices pay a higher weekly fee. Your fee is confirmed after your free discovery call.
Each extra practitioner (up to 3 in total): from $35 a week.
One-off setup fee: $200. This covers setting up your phone number and voicemail, your onboarding call, and getting access to your booking system.
No GST: Moira isn't registered for GST, so no GST is added.
Invoiced monthly in advance. Fees are the same in months with public holidays.
No lock-in contract: either of us can end the arrangement with 28 days' notice.
Reviewed if your calls or texts increase: some practices receive more calls or texts than others, for example because their clients prefer to text or because of the services they offer. If your calls or texts are consistently higher than expected, Moira will talk with you about adjusting your fee, with 30 days' notice before any change.
Please note: the Reception package doesn't include manually sending confirmation texts to clients or keeping track of confirmations. Your practice software can send these automatically. If yours isn't set up to do this, Moira can set it up as part of our Halaxy Automation Setup.