How to Hire a Virtual Secretary in Australia (Step-by-Step Guide)

Managing a medical practice in Australia today means more than offering top-tier healthcare—it means keeping operations efficient, patients supported, and your team focused. That’s where a virtual secretary in Australia becomes not just helpful but essential. If you’re a busy clinic, allied health service, or specialist practice, this guide walks you through everything you need to know to hire a virtual secretary who meets your administrative, patient support, and communication needs—without the high overhead costs.

What Is a Virtual Secretary and Why Do You Need One?

A virtual secretary is a remote professional trained to handle key administrative duties such as call answering, appointment scheduling, email management, patient follow-ups, and even billing support. Unlike in-house staff, they operate remotely, offering the flexibility and cost-efficiency modern medical practices demand.

In the medical industry, time is money—and reputation. Delayed appointment responses, missed follow-ups, or poor communication can cost more than revenue; they can impact patient trust. A virtual secretary ensures your practice never misses a beat.

Benefits of Hiring a Virtual Secretary for Your Medical Practice

1. Cost-Effective Operations

Hiring full-time staff comes with salaries, superannuation, annual leave, and overheads. Virtual secretaries eliminate these additional costs while still delivering professional services at a fraction of the price.

2. 24/7 Patient Support

With live answering services, you ensure patients receive timely responses, even outside traditional clinic hours. This is crucial for maintaining trust and continuity of care, especially for urgent or follow-up cases.

3. Specialised in Medical Administration

Virtual medical secretaries are well-versed in medical terminology, confidentiality standards (including compliance with Australian Privacy Principles), and systems like Genie, Best Practice, or Clinic to Cloud.

4. Improved Productivity

By outsourcing administrative tasks, your on-site team can focus on patient care. Doctors can see more patients, receptionists can provide better front-desk support, and overall practice workflow becomes smoother.

Step-by-Step Guide to Hiring a Virtual Secretary in Australia

Step 1: Assess Your Practice’s Needs

Before hiring, ask yourself:

• Do you need part-time or full-time support?
• Are you struggling with calls, appointment scheduling, or patient follow-ups?
• Is there a specific software you need them to work with?
• Identifying your gaps ensures you get tailored support.

Step 2: Choose the Right Service Provider

Look for a provider that:

• Has proven experience with healthcare clients.
• Offers flexible plans (e.g., hourly, weekly, or by task).
• Provides staff trained in Australian medical protocols.

A great option is the team at Everest Practice Management, who specialise in virtual assistant and medical receptionist support tailored specifically to Australian medical practices.

Step 3: Define the Scope of Work

Your virtual secretary should understand:

• Your working hours and patient volume.
• Software platforms you use.
• Expected turnaround times for tasks.
• Confidentiality and data handling policies.
• Clarity avoids misunderstandings and boosts productivity from day one.

Step 4: Interview and Trial

A good provider will offer a trial period or short-term contract. Use this to assess:

• Communication skills and professionalism.
• Familiarity with your medical systems.
• Responsiveness and attention to detail.

This step is essential for building trust and ensuring they’re a good fit culturally and technically.

Step 5: Onboard and Train

Although virtual secretaries are pre-trained, give them:

• A clear induction process.
• Access to your clinic procedures.
• Contact information and escalation protocols.
• Use Zoom or Microsoft Teams to conduct a smooth onboarding session.

Step 6: Monitor and Review

Establish key performance indicators (KPIs) such as:

• Average response time to calls or emails.
• Number of appointments booked per day.
• Patient satisfaction ratings.
• Regular reviews ensure ongoing alignment and quality.

Virtual Medical Secretary vs General Virtual Assistant

While many virtual assistants can handle admin, a Virtual Medical Secretary is trained specifically in healthcare-related workflows. They understand the importance of:

• Accurate data entry in EMR systems.
• Managing sensitive information under strict compliance.
• Handling distressed or medically sensitive patient calls with empathy.

This medical-specific skill set makes a big difference in patient interactions and practice efficiency.

What Tasks Can a Virtual Secretary Handle?

• Inbound & outbound calls
• Appointment setting & reminders
• Email triaging & follow-ups
• Patient intake & documentation
• Billing inquiries & processing
• Updating EMR or clinical software
• Recall management & results follow-up

Industries and Clinics That Benefit the Most

• General Practitioners (GPs)
• Allied Health Providers
• Specialist Clinics (Dermatology, Cardiology, etc.)
• Physiotherapy & Chiropractic Clinics
• Mental Health Practices
• Day Surgery Centres

How Much Does It Cost to Hire a Virtual Secretary in Australia?

Costs depend on:

• Scope of work (calls only vs. full admin support)
• Hours required
• Specialisation level (e.g., medical vs general)

Most Australian medical practices can expect to pay between AUD $25–$45 per hour for experienced, local-trained virtual secretaries.

You can also choose bundled monthly packages for higher efficiency and cost savings, especially through providers like Everest Practice Management.

Compliance and Privacy Considerations

Hiring a virtual secretary for a medical practice requires compliance with:

• Australian Privacy Principles (APPs)
• The Privacy Act 1988 (Cth)
• Relevant state or territory legislation

Ensure your service provider follows secure communication protocols and uses encrypted software.

Common Challenges and How to Avoid Them

1. Lack of Clarity

Solution: Provide clear, written SOPs and expectations from day one.

2. Communication Gaps

Solution: Use regular check-ins via video or chat. Slack or Microsoft Teams work great for day-to-day communication.

3. Time Zone Differences

Solution: Hire an Australian-based virtual secretary who aligns with your local time, making real-time communication seamless.

FAQs

Q1: Can a virtual secretary answer calls in real-time?

Yes. With live answering services, trained receptionists can answer calls, manage voicemails, or forward urgent messages directly to your team.

Q2: Is it secure to share patient information with a virtual secretary?

Absolutely—if your provider complies with Australian data protection laws and uses secure systems.

Q3: Do I need to provide office space or equipment?

No. Virtual secretaries work remotely and use their own secure devices and networks.

Q4: How quickly can I get started?

You can typically begin within 3–5 business days, including onboarding and setup, if you have clear requirements ready.

Q5: Is this service suitable for solo practitioners?

Definitely. Many solo GPs and therapists benefit immensely from having a part-time virtual assistant to manage admin without hiring full-time help.

Conclusion: Make the Smart Move for Your Practice

Hiring a virtual secretary is no longer just a trend—it’s a strategic move for modern medical practices across Australia. Whether you're a small clinic looking to streamline your bookings or a growing practice needing after-hours call support, a virtual secretary brings efficiency, professionalism, and peace of mind.

Choose experienced professionals who understand the Australian healthcare landscape. Providers like Everest Practice Management offer tailored solutions that can transform how your clinic operates.

Ready to reclaim your time and refocus on patient care? Start the process today and experience the real value a virtual secretary brings to your medical practice.