ELEOS FAQs

What is a Virtual Healthcare Associate, and what tasks can they perform?

​A Virtual Healthcare Associate (VHA) is a highly skilled, bilingual, college-educated professional who provides non-patient-facing support to help clinics operate more efficiently.
 

Eleos VHAs handle a wide range of tasks, including:

• Virtual Medical Assistant (VMA) tasks – Prior authorizations, medication refills, appointment scheduling, referrals, insurance verification, and document management.

• Virtual Clinic Optimizer Scribes (VCOs) – Real-time medical scribing, chart prep, order entry, and provider support.

• Value-Based Care roles – Chronic Care Management (CCM), Remote Patient Monitoring (RPM), Risk Adjustment, and Complex Case Management.

• Administrative support – Patient coordination, front-office operations, call handling, and workflow optimization.

 

By offloading these tasks to a Virtual Healthcare Associate, providers and staff can focus on patient care, reducing burnout, and improving clinic efficiency.
 

What does it mean that the VHA is "our" employee?

While VHAs are employees of Eleos, they function as an extension of your clinic.

• They are employed by ELEOS Latin America (Honduras), not your clinic.

• They integrate into your workflows, policies, and team communication.

• They function as a Fully Integrated Extension (FIE), just like your onsite staff.

• You can assign them different responsibilities, just like any other team member.

 

Eleos manages all HR, payroll, and compliance responsibilities, so you can focus on what matters—high-quality patient care.

Do we get to choose our own VHA, or does Eleos assign one?

• You choose! We provide pre-screened resumes of VHAs that best fit your needs.

• You interview and select the candidate based on skills and clinic compatibility.

How does Eleos recruit and vet Virtual Healthcare Associates?

• Elite Talent Selection – We screen and select top-tier, bilingual professionals from a highly competitive applicant pool.

• Comprehensive Vetting Process:

  • English proficiency testing (verbal & written)

  • Background checks & experience verification

• Healthcare knowledge assessments

• Specialized Training – Before deployment, each VHA completes Eleos’ intensive training program to ensure they are fully prepared.

How Do Virtual Healthcare Associates (VHAs) Connect to Our Systems?

• Secure VPN Access – All VHAs connect via a HIPAA-compliant, encrypted Virtual Private Network (VPN).

• Screen Sharing Platforms – VHAs collaborate securely using Microsoft Teams, Zoom, and other approved platforms.

• EMR Credentials – Clinics provide role-based EMR access just like for any other team member.

Eleos' IT team works with your administrators to ensure a secure, seamless integration into your systems.

 

Where do VHAs work from each day?

VHAs work remotely from their homes in Honduras, which leads to:

• Higher retention rates

• Fewer absences

• Greater reliability than traditional staffing models

 

Will time zones be an issue?

• No. Although VHAs are based in Central Standard Time (CST), they work in all U.S. time zones.

• Schedules are customized to align with clinic needs.

Are Eleos VHAs HIPAA-certified?

• Yes! All VHAs complete annual HIPAA certification training.

• They follow strict privacy, security, and compliance protocols.

• All VHAs sign Business Associate Agreements (BAAs) to ensure full HIPAA compliance.

How well do VHAs communicate?

• All VHAs are fluent in English and must pass strict verbal and written communication assessments.

• They are bilingual and can assist Spanish-speaking patients as needed.

Do Eleos VHAs have prior healthcare experience?

Yes! Many VHAs have experience in:

• Medical assisting, clinical coordination, and administration

• Case management and value-based care

• Chronic Care Management (CCM) and Remote Patient Monitoring (RPM)

 

Eleos also has VHAs with accounting, legal, engineering, and administrative backgrounds for customized support.

What kind of training do VHAs receive?

Intensive training before placement, including:

• EMR navigation (NextGen, eCW, Athena, and more)

• HIPAA compliance & security protocols

• Medical terminology & workflow optimization

• 1-2 weeks of role-specific shadowing before full deployment.

• Custom training collaboration between Eleos and your clinic to align with workflows.

Are VHAs trained on our EMR?

• Yes! Before placement, VHAs receive a 1-week EMR overview.

• We have experience with multiple EMRs, including NextGen, eCW, and Athena.

• Once onboarded, we become experts in your specific EMR and train VHAs accordingly.

What are our responsibilities as a client?

To ensure maximum success, we recommend:

• Onboarding the VHA like any other team member

• Including them in meetings and team communication

• Assigning a dedicated supervisor

• Providing structured training & orientation

• Offering access to clinic policies, procedures, and workflows

• Setting clear expectations & performance goals

 

A well-integrated VHA helps maximize efficiency, reduce burnout, and improve patient care.

Are there federal regulations regarding offshore staff accessing PHI?

• No federal laws prevent offshore PHI access.

• CMS, HHS, and OCR provide guidelines on securing offshore PHI.

Where are Eleos' offices located?

• Corporate Headquarters: Honduras & the Philippines

• U.S. Offices: New Braunfels, Texas & Medford, Oregon

Do you offer a trial period?

• We do not offer a standard trial, but we occasionally run promotions with the first 30 days free.

• A signed agreement is required before deployment.

• Contracts can be terminated with 30-day notice.

• We recommend a 90-day commitment to allow proper onboarding and workflow integration.

 

Why Choose Eleos?

✅ Cost-Effective, High-Quality Staffing

• Bilingual, college-educated professionals at a fraction of traditional hiring costs

• No payroll, benefits, or overhead—just a flat hourly rate

 

✅ Fast, Reliable Staffing for Hard-to-Fill Roles

• VHAs are vetted, trained, and ready to deploy in just two weeks

• Pre-screened candidates with U.S. healthcare experience

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✅ Improve Patient Care & Reduce Provider Burnout

• Offload 80% of admin tasks so providers can focus on patient care

• Bilingual support improves communication with diverse patient populations

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✅ Enhance Retention & Recruitment

• Virtual Clinic Optimizer Scribes (VCOs) save 2-3 hours per day on charting

• Restore work-life balance and eliminate after-hours documentation

• VHAs support provider recruitment by offering built-in scribe support for new hires

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📢 The Eleos Advantage: Cost savings, expert support, and a proven path to clinic success.

📅 Let’s build your dream team—schedule a consultation today!