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ANSWERS TO OUR MOST COMMONLY ASKED QUESTIONS

FAQ

Frequently Asked Questions

How will I know my investment is being spent wisely? How will I be able to know that my concierge support is on task?


You will receive a monthly report with all time tracked. No worries, we’re always on task.




What if I don’t use all my hours this month?


Your hours will rollover to the next month. You will have to use them within a 90 day time frame.




Are there any additional fees or charges?


All costs are included in your monthly package. No set-up fee required.




What about HIPAA?


All concierge virtual support persons are have extensive experience in the health and wellness field as they are either therapists themselves or have worked with and for health and wellness professionals for an extended period of time. All of our teammates come to us with specific HIPAA training to protect you and your clients.




Will my virtual support work on the weekends?


Our virtual supports work Monday through Friday from 9am – 6pm EST. Feel free to submit your tasks at anytime and your personal concierge virtual support will be sure to get to it first thing the following business day during our hours of operation. We're big on work-life balance and want to make sure our staff can enjoy downtime as well.




What tasks can my virtual support complete for me?


Your virtual support can complete tasks such as virtual phone support, e-mail management, scheduling clients and more. We strongly believe in providing high quality training to all of our supports and go through a careful screening process. Most of our supports come from the mental health/related wellness fields and begin with a strong knowledge base. In particular circumstances, there will be moments where your VS cannot complete a specific task because it requires the use of professional applications or skills outside of our scope. If this happens, we will reach out to you directly.




How do I communicate with my virtual support?


Our virtual supports are available to you via e-mail or phone. When using phone, do keep in mind that we may be on a call supporting one of your clients. Our team also loves using communication tools such as Slack. It is a free resource and your virtual support can help you get set-up. It is our goal to make sure you can communicate to your supports in a way that feels more comfortable and is most efficient for you. We believe in building strong professionals bonds as it is important that you have confidence in your VS and know that they are always here to support you.




What is the refund policy?


If at any point you are unsatisfied with services, please do free to reach out to us. We want to make sure we are providing the utmost value and quality to you at all times. If you would like to request a refund, we will cancel your subscription for the upcoming month. No refunds will be issued for current packages as we build our schedules specifically to support your practice each month.




I feel like I have so much going on and I am not sure which package will be best for me and my practice.


After you have completed your Get Started form, our team will reach out to you to schedule your discovery call. During your discovery call, we will go over your needs and what is top priority right now. We will always work with you to identify the priority and create a plan. Often times, people do not realize how little or how much help they truly need. In starting off, most practices benefit from a 20-hour package, depending on their needs. When we get started, we often identify ways to streamline and create processes and systems within your practice, which can take time.




Do you provide billing support?


We can support with basic billing tasks such as processing credit/debit card payments and insurance verfiication, depending on the size of your practice. Billiing can be a huge undertaking and it's best if you have a dedicated billing team, especially as your practice grows. We do have preferred billing partners and would be happy to make an introduction. Typically, billing services charge a standard 2-5% of all paid claims. We do have connections with billing partners that charge hourly for specific tasks.




Do you offer live answer phone support?


We do not offer live answer phone support. We have found that a shared virtual support cannot answer the phone live at a very high percentage ratee. We aim for a quick response time of 2-3 business hours. Additionally, our sweet spot is in being able to provide high-level, intentional, and dedicated 1-on-1 support to a potential new client by identifying their needs, matching them with the most appropriate therapist, provide them with digital intake paperwork (if you don't have this set-up, we can support you!) and get them set up in your EHR. This is something that most call centers and virtual receptionist companies are not able to provide.





About Mhoodle

Mhoodle is a concierge virtual support service created for and by Mental Health  & Wellness Professionals. We take care of those big and little tasks so that you can dedicate and invest more time into your clients, your community, and yourself. Get your time back so you can continue doing the work you love and are purposed to do.

New York, NY 10035

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