Photo courtesy of Dr. Ben Palmer. Dr. Palmer found virtual employees a way to both enhance the patient experience and improve practice profitability.
Optimizing virtual employees
By Ben Palmer, OD
May 21, 2025
As an optometrist, I’m always on the lookout for ways to improve my practice’s efficiency and patient care. Two years ago, I took a significant step toward these goals by hiring a virtual scribe, and a year later, I added a remote receptionist.
This decision transformed my practice, and I want to share my experience with you.
The Goal Behind Going Virtual
When I decided to hire a virtual scribe, my primary goal was to find a reliable and cost-effective solution for managing data entry in my cloud-based EHR. I wanted someone who could handle prior authorizations, send reports to primary care doctors and manage outbound referrals.
With the rising cost of living in California, hiring remote employees became a necessity. While I’ve had in-person scribes in the past, they often struggled to keep up with the demands of our office. I needed a solution that would allow me to focus more on patient care.
Finding the Right Virtual Scribe
Currently, I employ one virtual scribe through HelloRache, and my remote receptionist is based in Argentina, working with TEEM. I interviewed candidates from several agencies, including Eye Help You and My Mountain Mover, all of which had great options.
My scribe didn’t have prior experience in eye care, but he was eager to learn. He came from a pharmacy background and underwent eight weeks of training with HelloRache, covering essential skills like referrals, insurance verifications and medical terminology.
Training Employees for Success
Training my virtual scribe was crucial for our success. I utilized Zoom Workplace to share my screen and guide him through our EHR. This included showing him how to document clinical findings and generate prescriptions.
It took about two weeks of dedicated training, but he quickly became proficient. I also ensured he could measure and enter our key performance indicators (KPIs) for our weekly team meetings.
Integrating Virtual and In-Person Staff
My virtual scribe and receptionist interact with our in-person staff via Zoom. This integration has been seamless; we often pass the laptop around for cross-training on various topics. During our weekly team meetings, both virtual assistants join us, fostering a sense of teamwork and collaboration.
Cost-Effectiveness of Virtual Scribes
The cost of my virtual scribes averages between $10 and $13 per hour. This is significantly more cost-effective compared to hiring in-person staff. Although there are many factors that impact this metric, I calculated receipts per clinical hour increased by 27% after hiring a virtual assistant.
This improvement allows me to spend more time with patients, focusing on their eyewear and lifestyle needs rather than rushing from one appointment to the next.
Enhancing Patient Experience
The impact of virtual scribes on patient experience has been profound. With less multitasking, I can be more present during exams.
My remote receptionist alleviates the burden of phone calls, allowing my in-house staff to concentrate on providing excellent patient care. This shift has minimized distractions and improved overall efficiency.
Exploring New Opportunities with Virtual Employees
As my scribe and I have become more efficient, we’ve started exploring additional administrative tasks he can handle. Even if your clinic schedule isn’t full, I recommend considering a virtual assistant.
Delegating tasks like payroll submissions, KPI measurements and pricing strategies can significantly enhance your practice’s efficiency. Utilizing remote employees not only allows me to pay my in-house staff more but also enables them to focus on patient care, creating a win-win situation.
Growing Efficiency and Profitability Into the Future
In conclusion, my experience with virtual employees has been transformative. By embracing this model, I increased my practice’s efficiency and revenue while enhancing the patient experience.
If you’re considering making a similar move, I encourage you to explore the possibilities.
The success of your practice may very well depend on how effectively you can delegate and utilize remote support.
Read more about virtual employees here.
Find more on staff management on ROB’s sister publication, Independent Strong.
Ben Palmer, OD, is the owner of Nipomo Optometry in Nipomo, California. To contact him: benpalmer.od@gmail.com
