Medical Office Answering Service
DocVA answers your practice line with one dedicated virtual medical assistant who works the hours you schedule. Your phone decides whether a caller becomes a patient, because anyone who reaches voicemail books with the next office on the list. A front desk checking in a patient at the window cannot hold the second line, which is how a busy office loses calls it never hears about. We staff that phone lane through the hours your calls arrive, so your schedule fills while your on-site team keeps the lobby moving.
Trust the Person Who Answers Your Phone
We endorse only candidates who have handled patient calls inside U.S. clinics, so your caller reaches someone who has calmed an anxious patient before.
One named assistant
Your patients hear the same voice on every call, so a regular never re-explains a condition to a stranger.
Your escalation rules
You write the clinical line before the first shift, and we follow it exactly.
Room to grow
You add a second assistant when your call volume climbs, and multi-location groups get one documented process at every site.
U.S. clinic experience
Many assistants we place hold an active RN license, and every one has worked a U.S. clinic front desk.
Quarterly privacy training
Our in-house quality and security officers train every assistant on privacy expectations each quarter.
Full Scope
Hand Us the Calls Your Desk Drops
We scope every task in writing before your assistant takes a single call:
Name the task your desk drops first, and we scope the role around that gap.
Your main line
We answer live in your greeting through the morning spike, then transfer each caller by the routing rules you write. Nothing lands in a voicemail box nobody empties.
Appointment booking
We learn which visit types run 15 minutes and which run 45, so your last slot survives a caller who pushes for it.
Cancellations
We work your waitlist the hour a slot opens, so a Tuesday cancellation still bills on Tuesday
Insurance verification
We confirm coverage before the visit and document the copay, so your desk collects the correct amount at check-in.
Refill requests
We consolidate every request into one queue, then route it to the prescribing provider with the last visit date attached.
Clinical questions
We follow your written protocol and transfer symptom calls live to your licensed staff. Your assistant never gives clinical advice.
Compare Us Against Other Answering Services
Most answering services sell you talk time, while we place a person who works your schedule between the calls.
Your Concern
Other Services
DocVA
Patients repeat themselves to a stranger
A shared pool hands the call to whoever is free, so your patient starts over with someone reading a script.
Your named assistant recognizes your regulars by the third week and knows which provider each one sees.
Nothing happens after the call ends
Messages land in a vendor portal your staff retypes into the EHR the next morning.
Your assistant books inside your scheduling module, so the appointment exists the second the caller hangs up.
Quiet hours produce nothing
Per-minute pricing buys talk time, so your recall list sits untouched for months.
Your assistant verifies tomorrow's schedule during the midday lull, then works the recall list until close.
Your busy months spike the invoice
Per-minute rates climb every busy month, and an annual agreement holds you through the slow ones.
You pay one hourly rate whether a call closes in 30 seconds or takes three steps to resolve.
Your gap sits at 6 p.m., not 2 a.m.
A fixed overnight block bills you whether or not your patients call during it.
You staff the evening shift where your calls actually drop, then move the shift when the pattern changes.
A symptom call reaches the wrong person
Scope stays undefined until a call goes wrong.
Your written protocol sends symptom calls to licensed staff on a live transfer.
Simple Process
Start Your Coverage in Six Steps
Map your call day
We chart your call volume hour by hour, then list the tasks you want covered.
Meet your shortlist
We send resumes and video introductions within 24 to 48 hours.
Choose your assistant
You interview and select. Nobody starts without your approval.
Scope the access
We add your assistant to your phone system as a remote extension with named EHR credentials.
Train on your scripts
Your assistant learns your greeting, then rehearses the calls that route to licensed staff.
Go live
Your assistant takes calls while your team confirms the routing works. We revisit the scope as your volume changes.
FAQ
Frequently Asked Questions
What does your answering service cost?
You pay $10.95 an hour with no lock-in period and no minimum term, and that rate covers payroll taxes and equipment. The same seat hired locally runs $17 to $25 an hour, which loads out to roughly $3,900 to $5,400 a month once employer taxes apply. Answering services quote less because they sell talk time from a shared pool.
Can you cover calls after our office closes?
Your assistant works the schedule you set, so you staff the hours your calls actually drop. Most practices lose appointment calls at 6 p.m. long before they lose a 2 a.m. emergency. Practices needing overnight clinical triage keep a nurse triage line, and we cover the administrative hours around it.
Can one assistant handle a busy multi-provider practice?
A dedicated assistant working only your line catches more of your calls live than a full-time on-site person does, because nobody pulls her away to room a patient. We size a second assistant during your consultation once your volume outgrows one seat.
Should we use an AI answering service instead?
AI confirms an appointment time well and costs very little, so plenty of practices keep it for reminders. A caller describing symptoms needs judgment, and so does an insurance question carrying several conditions. At $10.95 an hour you put a person on those calls for close to the automation line item, which is why many practices run both.