CLIENT
EXPECTATIONS & BEST PRACTICES
Effective Integration. Lasting Success.
Empowering Your VHA: Your Role in Performance & Engagement
At Eleos Virtual Healthcare Solutions, we’ve found that the most successful clinics are those that actively integrate their Virtual Healthcare Associates (VHAs) into their team. VHAs are not just virtual associates—they are skilled professionals who can optimize workflows, reduce administrative burden, and enhance patient care when given the right guidance, structure, and support.
This page outlines best practices and client expectations to ensure your VHA delivers maximum value to your clinic.
What We’ve Learned – Keys to Success!
Through our experience working with clinics, we’ve identified the top factors that drive VHA success:
✅ Partnership with Leadership – A well-developed deployment plan leads to seamless integration.
✅ Strong Clinic Supervisor & Training Program – A dedicated clinic leader ensures smooth onboarding.
✅ Clear Job Descriptions & Productivity Metrics – Establish clear expectations from day one.
✅ Virtual Team Integration – VHAs work best when treated as part of the team, not an external resource.
🎯 Clinics that fully integrate VHAs see higher efficiency, retention, and satisfaction!
VHA as a Team Member – Best Practices for Integration:
✅ Include your VHA in team meetings and staff communications.
✅ Provide initial training on clinic-specific workflows, protocols, and expectations.
✅ Treat your VHA as an in-house team member—this improves engagement and retention.
✅ Offer direct feedback to help your VHA improve and refine their role.
🏆 When VHAs feel valued, they perform at their highest level.
Your Role in Preparing Your VHA for Excellence!
To ensure a smooth transition, we recommend:
✅ Engage Key Stakeholders Early
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Identify and involve key decision-makers and supervisors before onboarding.
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Assign a clinic supervisor to oversee and support the VHA.
✅ Provide Structured Training & Orientation
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Walk your VHA through your clinic’s workflow, systems, and communication tools.
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Ensure they understand the role’s expectations, reporting structure, and daily responsibilities.
✅ Encourage Team Collaboration & Support
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Introduce your VHA as part of the team, not an outsourced resource.
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Assign specific tasks and goals to align with clinic needs.
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Encourage open communication between VHAs and onsite staff.
🎖️ The more structured the onboarding, the faster your VHA will provide value.
VHA Performance & Improvement Process
VHAs should be coached and evaluated just like U.S.-based employees:
✅ Set clear performance expectations.
✅ Assess and provide regular feedback.
✅ Document coaching conversations and share them with Eleos HR.
Handling Performance Concerns:
1️⃣ Provide real-time feedback and coaching.
2️⃣ If issues persist, document conversations and notify Eleos HR.
3️⃣ Termination requires at least three (3) documented coaching events.
📢 Proactive communication helps resolve concerns before they escalate.
Scheduling, PTO & Holiday Expectations
Eleos VHAs work on a standard 40-hour-per-week schedule.
✅ VHA Paid Time Off (PTO)
✔ VHAs must request PTO through their supervisor and Eleos HR.
✔ Your clinic is NOT invoiced for PTO days—Eleos covers vacation time.
✅ Holiday Observations
✔ VHAs follow your clinic’s holiday schedule, not Honduran holidays.
✔ Your clinic is invoiced for holidays that your VHA observes.
✅ Office Closures & Client PTO
✔ If your clinic is closed, VHAs remain scheduled and billable—assign them alternative tasks.
✔ If a team member is on PTO, ensure the VHA is reassigned to maintain productivity.
📅 Transparent scheduling keeps workflows smooth for both VHAs and clinics.
The Eleos Commitment – Ongoing Support
& Optimization
We don’t just place a VHA and walk away. Our team ensures ongoing success through:
✅ Regular check-ins & support – We help resolve challenges and improve workflows.
✅ Ongoing training opportunities – Keeping VHAs up to date with healthcare best practices.
✅ Performance tracking & optimization – Ensuring VHAs continually improve and adapt.
Key Takeaways to Remember:
🏆When you invest in your VHA’s success, they’ll invest in yours!
🏆The more you integrate your VHA, the more value you’ll get!
Let’s Build a Strong, High-Performing Team Together!
Why Clinics Love Eleos
✔️ Quick, hassle-free hiring – Avoid months of searching for staff
✔️ Cost-effective staffing – Highly skilled VHAs at a fraction of traditional hiring costs
✔️ Seamless workflow integration – Your VHA works just like an in-house employee
✔️ Dedicated support – Eleos handles training, security, and compliance
Let’s Optimize Your Clinic Together. Schedule a Consultation Today!
