info@virbility.com
1800 953 066
9:00AM - 5:00PM (AEST)
Level 14, Alfred Street,North Sydney, NSW 2060
Q1: How does Virbility verify insurance coverage effectively?
We directly communicate with the patient’s insurance provider to confirm eligibility, policy details, coverage limits, and out-of-pocket requirements. Our process ensures clean claims and reduces billing errors.
Q2: Can Virbility handle both public and private insurance verification?
Yes. We manage verifications for Medicare, private health insurers, and other payers in line with your clinic’s patient mix and systems.
Q3: What happens if an insurance detail is missing or unclear?
We proactively reach out to patients or insurers to clarify any missing or ambiguous information before the patient’s appointment.
Q4: How does prior authorisation benefit my practice?
Securing prior authorisation avoids denials, reduces rescheduling, and ensures services are reimbursed without delays.
Q5: Is this service integrated with my billing or EHR software?
Yes, Virbility works within your practice’s existing systems to ensure seamless documentation and coordination with billing teams.
Q1: What details does Virbility collect during patient intake?
We gather demographics, medical history, insurance information, identification, consents, and any required forms before the appointment.
Q2: Is the intake process manual or digital?
Virbility offers a fully digital intake process. We use secure email or web portals to collect and store patient documents.
Q3: How do you reduce patient no-shows during intake?
We engage patients early, confirm appointments, and provide instructions so that they are better prepared and more likely to attend.
Q4: Will Virbility notify the practice once the intake is complete?
Yes. Our team updates your EHR or management system with all intake documents and alerts your staff when a patient is fully onboarded. Appointment Scheduling & Reminders
Yes. Our team updates your EHR or management system with all intake documents and alerts your staff when a patient is fully onboarded.
Q1: How does Virbility manage double bookings and cancellations?
We monitor your calendar in real-time, ensure time slots are updated, and manage cancellations or reschedules based on priority.
Q2: Can reminders be customised by channel and time?
Yes. Reminders can be sent via SMS, phone call, or email and scheduled based on your preferred lead time (e.g., 24, 48 hours).
Q3: How do you handle urgent or walk-in patient requests?
Virbility can reserve buffer slots or coordinate with your front desk to accommodate high-priority bookings.
Q4: Will my staff still have control over the schedule?
Absolutely. You retain full control — we simply operate within your permissions to lighten your admin load.
Q1: What systems does Virbility support for data entry?
We support major EHR/EMR systems such as Best Practice, MedicalDirector, Genie, and others, depending on your setup.
Q2: How do you maintain accuracy in medical records?
Our team follows double-check protocols, adheres to clinical documentation standards, and reviews entries for completeness.
Q3: Can you support after-hours or next-day data entry?
Yes. We offer flexible shifts and next-day turnaround for practices with evening sessions or deferred note entry.
Q4: Are your staff trained in medical terminology?
Yes. All clinical data entry staff undergo training in medical vocabulary, abbreviations, and healthcare documentation norms. Additionally, we have staff members who are seasoned professionals delivering services to U.S. healthcare practitioners.
Q5: Is the data entry service compliant with privacy laws?
Absolutely. We comply with the Australian Privacy Act and relevant health information handling standards.
Q1: What training does Virbility provide to its support agents?
Agents are trained in your specific service offerings, FAQs, tone of voice, escalation protocols, and support systems.
Q2: Can support be extended outside business hours?
Yes. We offer after-hours and weekend coverage based on your client needs and service structure.
Q3: Do agents speak with an Australian accent?
While not all agents have an Australian accent, we ensure clear, neutral, and professional communication that your clients can easily understand.
Q4: Can your team manage patient feedback or complaints?
Yes. We follow your escalation policy to acknowledge, document, and route complaints promptly and professionally.
Q5: How do you track and report performance?
We provide regular reports on call/email/chat volumes, response times, resolution rates, and customer satisfaction metrics.
Q1: What’s included in Virbility’s AR management services?
We manage the full receivables cycle — generating invoices, tracking outstanding payments, sending reminders, and following up with clients for timely collections.
Q2: How does Virbility handle client communication on overdue accounts?
Our team uses a polite, structured escalation protocol — starting with soft reminders and progressing to firmer follow-ups, always maintaining a respectful tone that protects your relationships.
Q3: How do you reduce days sales outstanding (DSO)?
By maintaining regular follow-ups, identifying delays early, and helping correct invoice discrepancies promptly, we actively reduce your DSO and improve cash flow.
Q4: Can Virbility help reconcile customer payments and apply them correctly?
Absolutely. We match payments to invoices, apply credit notes accurately, and provide regular reconciliation reports to ensure your ledger is clean and current.
Q1: What does Virbility’s AP support cover?
We handle invoice receipt, data entry, coding, payment scheduling, supplier liaison, and reconciliation — all performed accurately and on time.
Q2: How does Virbility ensure no payments are missed or duplicated?
We implement a multi-step validation process including invoice logging, cross-checks against purchase orders, and system flags to prevent double payments or oversights.
Q3: Will you use our vendor payment terms?
Yes. We follow your preferred payment cycles and terms — whether it’s 7, 14, or 30 days — and maintain proactive vendor communication for smooth operations.
Q4: How does Virbility help with cash flow visibility in AP?
We provide rolling payables summaries, pending approvals, due-dates tracking, and weekly cash outflow forecasts to help you plan proactively.
Q5: Can your team handle high invoice volumes?
Absolutely. Our AP specialists are equipped to process large volumes of invoices efficiently using batch processing, automated checks, and proper audit trails.
Q1: What types of documents can Virbility draft?
We create SOPs, compliance manuals, audit templates, training guides, internal policies, and client-facing documentation tailored to your operations.
Q2: How do you ensure documents align with local compliance standards?
Our content teams research industry-specific guidelines and incorporate regulatory requirements relevant to Australian business and healthcare contexts.
Q3: Can Virbility revise or update old internal documents?
Yes. We review, edit, restructure, and reformat existing documents to reflect current standards, improve readability, and enhance professional presentation.
Q4: Do you offer formatting and brand styling?
Absolutely. We format documents in line with your brand, using consistent layout, font, colour scheme, headers, and visual elements such as tables or flowcharts.
Q5: How is document security managed?
All files are handled via secure systems. We follow strict access controls and file-sharing protocols to ensure your confidential materials remain protected.
Q1: What specific tasks does Virbility handle in inbox management?
We organise incoming emails, prioritise by urgency, tag based on subject matter, delete junk, and flag follow-ups — ensuring nothing critical slips through.
Q2: Can your team respond to emails on our behalf?
Yes. Once trained on your tone, protocols, and common scenarios, our team can respond to patient queries, forward messages to relevant staff, and manage routine communications.
Q3: How do you handle sensitive communications like lab results or urgent referrals?
We create customised triage protocols. High-priority items such as lab results or urgent consults are immediately flagged and escalated to your designated contact.
Q4: Will you work inside our existing email platform?
Absolutely. Whether it’s Gmail, Outlook, or a third-party system, our team works within your environment using delegated or supervised access.
Q5: How does Virbility reduce inbox clutter long-term?
We create folder systems, implement automation rules, and provide usage audits with recommendations to help you maintain a clean, action-oriented inbox.
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