Frequently Asked Questions

We do not offer live answer phone support. We have found that a shared virtual supporter cannot answer the phone live at a very high percentage rate. 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, determining if they are a good fit as a client, then providing them with digital intake paperwork (if you don't have this set-up, we can support you!) and getting them set up in your EHR. These are services that most call centers and virtual receptionist companies are not able to provide.

Based on 15 years of experience, we have discovered our niche to be in the healthcare industry. We have medical experience in various positions with companies that provide services such as urgent care, medical insurance authorization, mental health services, payroll services, billing support and customer care. All these positions in the medical industry have equipped us with the skills to support the medical services your company provides.

Unfortunately, you won't be able to select your own virtual supporter. All of our assistants will be fully vetted and trained. Each supporter has experience working in the medical field with patients/clients to understand their specific needs. All of our supporters are US based, skills tested, well trained, background checked.

Unfortunately, we do not offer refunds because we are certain that you’ll find our services supportive to the success of your business’ day to day operations. In the unlikely event you're unsatisfied with our services, we do offer cancellation within 30 days of your billing due date.

We pride ourselves with offering an elite level of service to both your company and patients/clients, therefore, we are unable to accommodate large companies at this time. If you’re unsure if your company size qualifies, please send us a message via the contact page.

Elle Kay Virtual Support business hours are: Monday - Friday; 9:00 am - 5:30 pm; excluding major holidays. Please be advised that we break for an hour from 3pm to 4pm everyday. If at any time a matter within your business requires an urgent response, we'll be sure to prioritize this the following business day.

We have experience with several software systems. During the set-up call, we’ll discuss and review the use of the software for your business to ensure we’re prepared for the start of service.

It's important that you select the correct package for your business. Prior to agreeing to a plan, you will connect with a supporter from our team for a free 30-minute consultation that will best help us understand your business needs and determine which plan is best.

1. Let’s Chat - During this initial chat, we will discuss your business needs and expectations. We will discuss Elle Kay Support Services to determine the best plan to fit your business needs.

2. Initial Onboarding - You will receive a detailed email which will include all EKVS agreements to confirm agreed upon services and rates. Included in this email will also be a link for you to share your company documents.

3. Set-Up - During this meeting, we will gather all necessary log-in credentials, review the company documents submitted and any additional information need to successfully support your clients/patients. Your supporter will have a checklist of items to ensure all necessary forms of communication and documentation has been shared.

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