Welcome to TPA
Thank you for the opportunity to be a part of your practice!
I started The Psych Assistant as a psychology student to gain some insight into the day to day of a psychologist and to support the mental health sector during the pandemic.
Since June 2020, The Psych Assistant has grown into one of Australia's largest admin support companies!
What makes us different from other VA services is our team. Our VA's are invested in learning about psychology and mental health and want to make a difference.
They are organised, take initiative and are highly trained. Not only with regards to systems like Halaxy, Power Diary and Splose - but administrative processes, how to liaise with mental health patients and minority groups. We also have procedures and policies in place to give you the best admin support.
This brief guide outlines our terms of engagement and what you can expect from us.
We look forward to working with you.
Serena Parisi
Director & Founder
ONBOARDING PROCESS
Before we can get started onboarding you as a client, please ensure your service agreement has been signed and completed as well as the EziDebit DDR form. If you need any assistance, please contact accounts@thepsychassistant.com
Onboarding
Questionnaire
Click on the button below to complete our onboarding questionnaire.
This form must be completed at least 48 hours before your onboarding meeting! If we do not have a copy of your onboarding questionnaire then we cannot go ahead with step 2, the onboarding meeting.
Please click now and complete it!
Onboarding
Meeting
If an onboarding meeting has not already been scheduled, we will contact you shortly to organise a suitable time to meet via video.
You will meet our Team Manager and your VA during this meeting and it will last for about 60 minutes.
The onboarding meeting is normally one week before your commencement date.
Get Ready
First Week!
By now we should have all the logins and all the information to get started working with you!
We usually start on a Monday and your VA will login to your email inbox and PMS (and phones if applicable!) and get started organising your needs.
Your VA will reach out to you towards the end of the first day via email or through your Monday board.
ADDITIONAL SERVICES
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PMS COMPLETE SETUP
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WEBSITE DESIGN
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MEDICARE AUDITS
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SOCIAL MEDIA MARKETING
FAQs
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We encourage weekly or fortnightly catch-ups with your VA, either by phone or video. This is one of your VA's internal KPI's - to touch base with you on a regular basis.
It can be easy to 'set and forget', however we want to be an integral part of your team, and that means touching base with you. Just like you would if we were in person in your rooms!
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If your VA is sick, we have a sick-day protocol. One of our other VA's will fill in for the day or the duration that your VA is sick. It is expected that your VA contact you in the morning (or as soon as possible) to advise that they will not be working and who will be covering for them.
We also allow our VA's to take holidays! When they are away for an extended period of time, we will organise for another VA to cover during this period. Where possible, in the time leading up to the leave, your VA will do a handover so that your back-up VA is ready to go on the first day.
We are a Melbourne based company and our team do not work on Melbourne and National Public Holidays.
Our office closes over the Christmas period for 2 weeks. We can organise reduced hours coverage if required.
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If you want to take a break from VA services, you can suspend your contract for up to 2 weeks. Unfortunately we cannot commit to a suspension of more than 2 weeks, as we will need to fill your spot from our waitlist.
If you wish to stop services (either temporarily or permanently), please provide 30 days written notice to our Team Manager.
We will then seek to wrap up outstanding tasks and complete a handover in the last week of servicing.
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Please contact our Accounts Manager, Ewa via email: accounts@thepsychassistant.com
We use a third party called EziDebit to collect weekly payment from you for our services.
Every Friday, your nominated bank account will be deducted the weekly service fee.
Please ensure there are funds available to avoid late payment fees.
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We do not tolerate rude or aggressive clients or patients.
We will always try to deescalate any situation where the patient is unhappy, however offensive language, insults and violent language will not be tolerated and our team has been instructed to disconnect the call.
Any such issue will be documented in writing and sent to you by email. If this happens more than once with a certain patient, or our team members feel at risk, we will need to stop verbal communication and continue any admin correspondence via email only.
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All of our staff are trained in dealing with highly sensitive information such as your patient records.
Our team have undergone National Police Checks and read and understood the APS Ethical Guidelines.
If a conflict of interest occurs - e.g. your VA knows one of your patients, then we will let you know immediately.Item description
KEY CONTACTS
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Ewa Nowicka
ACCOUNTS MANAGER
Contact Ewa for any quieries regarding your billing, invoicing or direct debit with The Psych Assistant.
accounts@thepsychassistant.com
Please note that Ewa currently works on Fridays only, so there may be a short delay in getting back to your request.
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Melanie Swieconek
TEAM MANAGER
Melanie is your first point of contact after your VA for anything to do with day to day operations.
melanie@thepsychassistant.com
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Serena Parisi
DIRECTOR
If you have any comments, marketing opportunities or partnership ideas, please get in touch with Serena.
serena@thepsychassistant.com