From 2 VAs to 29: How Psychiatry of the Palm Beaches Scaled to 10 Locations in Five Years
MEDVA Virtual Assistants helped a fast-growing behavioral health group improve answer rates, cut no-shows, and hit near-perfect collections.
- MEDVA Client Since: 12/2022
- Number of VAs: 29
- Providers: 40
As Psychiatry of the Palm Beaches expanded, its team needed more support to manage calls, appointments, billing, and daily administrative tasks. MEDVA virtual assistants helped the practice support that growth while improving key operational results.
The Challenge
Growing patient demand put pressure on the practice’s administrative team and exposed gaps in several key workflows:
- No-show rate running at 10%, costing hundreds of visits per year
- Surging patient demand exposed significant limitations in the organization’s call management infrastructure
- Prior authorizations and billing follow-up falling behind, delaying patient care and slowing cash flow
- New patient conversion rate slipping
- Rapid growth outpaced the capacity of the existing admin team, causing administrative burnout
- Schedule gaps left unaddressed, leading to lost patient visits
The MEDVA Solution
MEDVA virtual assistants supported five key areas, helping the practice manage its growing workload:
Virtual Reception
Handled inbound calls and routed patients to the correct location.
Schedule Management
Monitored daily schedules, flagged patients at risk of missing appointments, and alerted the clinical team early.
New Patient Intake
Managed the lead-to-visit process and proactively filled open appointment slots.
Billing & Collections
Supported claims management, insurance follow-up, and revenue cycle operations.
Administrative Support
Provided flexible support across departments as operational needs changed.
Results: Supporting Growth Across 10 Locations
Since partnering with MEDVA in late 2022, Psychiatry of the Palm Beaches has expanded its virtual assistant team from 2 to 29, supporting a practice with 10 locations and more than 40 providers.
The practice reported the following operational improvements:
patient no-shows
patient conversion
collections rate
MEDVA has been instrumental in helping us scale efficiently and successfully navigate periods of rapid growth. Their team has become an integral part of our operations, and we view them as a long-term partner in supporting our continued success and future expansion.”
— Eddie Velasquez
General Manager, Psychiatry of the Palm Beaches
Build Support for Your Growing Practice
Need help managing calls, scheduling, billing, or administrative tasks? Explore how MEDVA virtual assistants can support your team.