1. Discovery
We start by understanding how your practice actually runs: who does what today, which software and phone system you use, where the schedule leaks, and what an ideal week looks like. This session also surfaces the things a remote seat should not touch.
2. Role design
Discovery becomes a written role definition — responsibilities, coverage hours, escalation rules, access requirements, and the metrics the seat is accountable for. Nothing is recruited against a vague job title.
3. Recruiting and matching
We source and screen against that definition, then present a matched candidate. You meet them before they are assigned. Because the seat is managed, the hiring risk sits with us, not with your office manager.
4. Training to your protocols
Training covers both the fundamentals of the role and the specifics of your practice: your greeting, your scheduling logic, your financial policy, your documentation standard. The assistant learns your way of working, not a generic version of it.
5. Supervised ramp
The first stretch is supervised. Calls are reviewed daily, gaps are corrected immediately, and ownership expands as the assistant proves out. You get visibility into progress rather than a hopeful hand-off.
6. Managed performance, permanently
Once the seat is live it stays managed. Calls are recorded and scored with the proprietary AI Quality Score Rating, human coaches work the low-scoring patterns, anomaly detection flags unusual swings, and KPIs are reported back to your leadership team.
If the person needs to change, that is our problem to solve — the seat, the training, and the documentation stay with you.
Frequently asked questions
- How long does the whole process take?
- It depends on role complexity and how quickly discovery can be completed with your team. Most practices move from discovery to an onboarding assistant in weeks rather than months.
- What do we need to provide?
- Time for discovery, access to the systems the role requires, and a point of contact who can approve protocols. We handle recruiting, training, supervision, and reporting.
- What if the person is not the right fit?
- Replacement and coverage are part of the managed model. The role definition and training material stay in place, so a change does not restart the project.
- Can we start with one seat and expand?
- Yes, and most practices do. A single seat on phones or verification is the usual starting point, with scope expanding once it is embedded.
Keep exploring
Build the remote team that runs your front office
Tell us what you need covered. We design the role, recruit for it, train to your workflows, and manage performance from day one.