Question 1

Where are MD365VA offshore Healthcare Virtual Assistant services provided?

Accepted Answer

MD365VA provides offshore Healthcare Virtual Assistant (HVA) services from its secure facility in the Republic of the Philippines. HVAs assigned to client services work on-site from the controlled production facility.

Question 2

What safeguards are in place to protect PHI?

Accepted Answer

MD365VA uses layered administrative, physical, and technical safeguards designed to protect PHI and client information. Key controls include: • HVAs are employees of MD365VA Corp., not independent contractors. • HVAs work on-site from a secure, access-controlled facility. • Facility access is controlled through biometric fingerprint access and/or company-issued electronic access credentials. • Production areas are monitored by video surveillance for safety and to help prevent unauthorized access. • Network and access controls are maintained for the secure operating environment. • HVAs access client information through secure U.S.-based systems/cloud infrastructure; client data is not intended to be downloaded to local foreign servers. • Personal computers, laptops, tablets, and other unauthorized personal equipment are prohibited in production areas. • Screen recording and social-media use are prohibited in production areas. • Production areas are restricted to personnel supporting offshore HVA operations. • On-site HR, Team Lead, and facility management provide operational oversight during working hours. • HVAs complete HIPAA training and execute confidentiality obligations before receiving access to PHI. • Employees work under written employment agreements enforceable under Philippine law. • Reference, education/qualification, and background checks are performed as part of the hiring process.

Question 3

What is the fee for HVA services?

Accepted Answer

The service fee is $10 per hour for the hours/days the assigned HVA actually provides services, subject to the applicable Client Service Agreement.

Question 4

What does the $10/hour service fee cover?

Accepted Answer

The service fee supports the overall employment and delivery model, including HVA compensation, allowances, government-mandated benefits, applicable night/holiday differentials, incentives and employee benefits, as well as the infrastructure and operational support required to deliver the service. This includes management and HR support, secure workstations and computers, facilities, utilities, maintenance, software, professional services, and other operating expenses.

Question 5

How are HVA work hours tracked?

Accepted Answer

MD365VA uses biometric attendance tracking to accurately document employee workdays and hours.

Question 6

Is coverage automatically provided when an assigned HVA is absent?

Accepted Answer

Dedicated replacement coverage is not automatically included for an individual HVA's short-term absence. For clients with multiple HVAs, we strongly encourage cross-training so team members can provide continuity when appropriate. MD365VA management can also work with the client on longer-term staffing needs.

Question 7

What qualifications do HVAs typically have?

Accepted Answer

Many MD365VA HVAs are college graduates with healthcare-related backgrounds, including nursing, pharmacy, medical laboratory technology, physical therapy, and related fields. Candidate qualifications vary by role, and clients are encouraged to provide specific job requirements so we can identify candidates best suited to their needs.

Question 8

Are HVAs proficient in English and common office technology?

Accepted Answer

HVAs are screened for spoken and written English proficiency, keyboarding/computer skills, and familiarity with common office applications. Client-specific requirements can be incorporated into candidate selection and interviews.

Question 9

What happens if an HVA leaves MD365VA?

Accepted Answer

MD365VA will work with the client to identify a suitable replacement and generally aims to do so within approximately 30 days, subject to candidate availability and client approval.

Question 10

How does MD365VA support HVA retention?

Accepted Answer

Retention is supported through careful hiring, structured onboarding and training, regular performance feedback, employee engagement, and compensation and incentive programs. As with any workforce, retention can vary by employee and role.

Question 11

How should clients work with their assigned HVA?

Accepted Answer

We encourage clients to view HVAs as an extension of their administrative workforce. Regular communication — ideally at least weekly during onboarding and as appropriate thereafter — with the HVA, MD365VA Team Leads/HR, and the client's U.S. supervisors helps reinforce workflows, provide coaching and feedback, and quickly address operational or technology issues.

Question 12

What systems or access should the client provide?

Accepted Answer

Clients generally provide the tools and system access needed for the assigned role, including: • Access to the client's phone system; a VoIP-enabled system is generally recommended for remote call functions. • Secure access to applicable client systems and applications through an approved remote-access method, such as Remote Desktop and/or VPN, based on the client's technology and security requirements. • Role-specific workflows, system permissions, and client-specific training needed for the HVA to perform assigned duties.

Question 13

What is the hiring process?

Accepted Answer

After the Client Service Agreement is completed and the client provides a job description and role requirements, MD365VA recruits and screens candidates through appropriate recruiting channels. We generally present approximately 3–5 shortlisted candidates for client review and interview. Once the client selects a candidate, MD365VA proceeds with the employment offer and onboarding process.

Question 14

What is the onboarding and training process?

Accepted Answer

After the selected candidate accepts the offer, MD365VA coordinates a mutually acceptable training start date. MD365VA provides company onboarding and foundational training, which may include HIPAA, U.S. healthcare terminology, health insurance concepts, and basic EHR/workflow orientation. This initial training generally lasts approximately 2–3 days. The client then provides role- and practice-specific training, which commonly lasts approximately 2–4 weeks depending on the position. During the probationary period, clients are encouraged to provide regular feedback so performance and training needs can be addressed promptly. Regularization is considered following successful completion of the probationary period, typically six (6) months from the hire date, and is subject to client input and approval.

Question 15

What happens after an HVA is regularized?

Accepted Answer

We encourage clients to continue providing structured performance feedback, including periodic reviews at least every six months when practical. Regular feedback helps recognize strong performance, identify development opportunities, and address performance concerns early.

Question 16

Is there a notice period to terminate the Client Agreement?

Accepted Answer

Yes. The current service model provides for a 30-day notice period for termination of the Client Agreement, subject to the terms of the executed agreement.

Question 17

Can a client directly employ or independently contract with an HVA introduced through MD365VA?

Accepted Answer

No. The applicable client and employee agreements restrict direct or indirect engagement outside the MD365/MD365VA relationship, including engagement through another provider or intermediary. Please refer to the executed agreements for the specific restrictions and applicable period.

FAQ.

Service Model & Security

Pricing, Time Tracking & Coverage

HVA Qualifications & Workforce Support

Client Technology & Responsibilities

Recruitment, Onboarding & Training

Notice & HVA Engagement Terms

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