Chae McDowell - Administrative Medical Virtual Assistant

We are welcoming to the blog today Chae McDowell, founder of Admin Flow, a group of dedicated medical virtual assistants who help private practice owners and professionals in the healthcare industry take back their valuable time; alleviating them of administrative burdens by assisting with a variety of tasks including managing appointment schedules, patient information, email management, handling insurance claims and so much more!

Chae goes over how she went all in, setting up her business and landing her first client in a matter of days, a weekend! She’s amazing!

This post is all about Chae McDowell’s journey to becoming a Medical Office Virtual Assistant

Chae McDowell, Administrative Medical Virtual Assistant

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This post shares Chae McDowell’s journey to becoming a medical office Virtual Assistant

1. What inspired you to start AdminFlow and specialize in supporting medical practices?

I was inspired to start AdminFlow as I had always thought about opening a VA business and when I used to work in clinics, there was so much downtime, I used to think it would be so awesome to multitask and be able to support multiple practitioners at once. I had gone to school to be a MOA (medical office assistant) and had the background experience. While I haven’t always worked in the medical field, my entire career has been spent doing administrative support, office management, and some executive assistance.

With the economy and every Millennial needing a “side” hustle, I decided in January 2023 that I was going to give it a go. In February of 2023, I saw someone posting in my local Facebook group that she was looking for a VA for her physiotherapy clinic. I reached out on Friday and said that this is something I felt I could support her on. She booked a meeting with me on Monday and I spent the whole weekend launching AdminFLow. Bought a domain, built a website, put packages together, and entered that meeting with a “I will figure it out” attitude and signed my first client.

2. How does your experience as a medical office assistant help you provide valuable support to healthcare professionals?

I think it helped me really understand the workings of that type of office, as well as gain the experience of what the practitioners and therapists really need from their admin staff. Even though I went to school for my MOA – after graduation I started working in Multidisciplinary practices and never ended up going into the more medical/doctor side of the field.

3. What are the key administrative tasks that a medical virtual assistant can handle?

Front Desk & Patient Communication

Answering and forwarding phone calls
Managing voicemails and call-backs
Responding to patient inquiries via email or chat
Booking, rescheduling, and confirming appointments
Sending appointment reminders via SMS/email
Handling virtual check-ins for telehealth visits

Billing & Insurance Processing

Processing insurance claims (MVA, NIHB, private insurance)
Verifying insurance coverage and eligibility
Submitting and tracking invoices
Managing accounts receivable (AR) and payment follow-ups
Processing patient payments and issuing receipts
Handling rejected claims and resubmissions

Medical Record Management

Updating and maintaining Electronic Medical Records (EMRs)
Ensuring patient charts are complete and up-to-date
Uploading lab results, referrals, and reports
Managing document requests (e.g., disability forms, insurance paperwork)
Handling faxing, scanning, and organizing records securely

Compliance & Documentation

Ensuring PIPEDA compliance in patient data handling
Managing consent forms and patient agreements
Tracking required documentation for licensing and audits
Creating Standard Operating Procedures (SOPs) for administrative workflows

Provider & Staff Support

Managing provider schedules and availability
Coordinating meetings and team communications
Onboarding new practitioners or staff
Handling practitioner credentialing and licensing renewals
Processing payroll and invoicing for independent contractors

Marketing & Patient Engagement

Managing clinic websites and social media accounts
Sending newsletters or promotional emails
Updating Google Business Profile for better online visibility
Gathering patient testimonials and reviews

Operational & Office Management

Managing clinic supply orders and inventory
Coordinating with vendors (e.g., software providers, suppliers)
Overseeing telehealth platform setup and troubleshooting
Implementing automation for repetitive tasks (e.g., appointment confirmations)

4. How does a virtual medical receptionist differ from in-house staff?

The biggest difference between a virtual medical receptionist and an in-house receptionist is how we work. Since AdminFlow is a remote team, we don’t sit at a physical front desk—but we still manage all front-desk tasks virtually. We answer calls, respond to patient inquiries, handle appointment scheduling, and process billing, all using cloud-based systems.

Working virtually also means we offer more flexibility and cost savings compared to hiring a full-time employee. Clinics don’t have to worry about office space, equipment, or benefits, we provide efficient, scalable support that adapts to their needs. At the end of the day, the difference comes down to how the work is done, not what gets done. Whether in-house or virtual, the goal is always to provide smooth, professional administrative support for clinics.

5. Can you explain how virtual administrative assistants improve operational efficiency for clinics?

At AdminFlow, we take care of the behind-the-scenes work that keeps clinics running efficiently. A lot of administrative tasks like scheduling, billing, and patient communication, can take up a huge amount of time for healthcare providers. We step in to handle all of that so clinics can run smoothly without getting bogged down in admin. We manage scheduling to keep appointments organized, send confirmations and reminders to reduce no-shows, and make sure providers’ calendars are optimized. On the billing side, we handle everything from submitting insurance claims to tracking payments and following up on outstanding invoices, so clinics get paid on time without the hassle of chasing payments.

Since we’re a scalable solution, clinics only pay for the services they actually need, there’s no overhead of hiring full-time staff, no office space required, and no HR headaches. We also use automation and technology like Jane to streamline workflows, reducing manual work and keeping everything accurate and up to date. At the end of the day, our goal is to help clinics run more efficiently, profitably, and stress-free so that providers can focus on what matters most, caring for their patients.

6. How do your services improve patient care and patient satisfaction?

We help clinics deliver a seamless, stress-free experience for their clients by:

Ensuring smooth scheduling – Patients can easily book, reschedule, and receive automated reminders, reducing confusion and no-shows.
Providing prompt responses – Quick replies to inquiries, billing questions, and appointment requests make patients feel heard and valued.
Reducing wait times – Efficient scheduling and workflow management keep clinics running on time, minimizing delays.
Simplifying billing & payments – Clear invoices, insurance claim processing, and easy payment options reduce frustration and confusion.
Supporting practitioner efficiency – By handling admin work, we allow providers to focus entirely on patient care without distractions.
Maintaining clear communication – Consistent follow-ups and check-ins help patients feel supported throughout their care journey.

When the admin side runs smoothly, patients receive better care and a more positive overall experience, which keeps them coming back.

7. In what ways does a virtual assistant help streamline patient communication and follow-ups?

One of the biggest things we do at AdminFlow is make sure patient communication is smooth, timely, and consistent. When a clinic doesn’t have a solid system for follow-ups, patients can feel lost, and things fall through the cracks. We take care of all the back-and-forth patient interaction, whether it’s responding to inquiries, booking appointments, sending reminders, or following up after missed visits. Patients don’t have to wait days for a response, and providers aren’t constantly interrupted by admin work. It creates a better experience for everyone and keeps things running efficiently.

8. How does outsourcing administrative support free up healthcare providers to focus on medical services?

I’ve seen firsthand how much time providers lose to admin work. Between scheduling, billing, insurance claims, and patient follow-ups, it’s easy for hours to disappear into emails and paperwork. When clinics outsource these tasks to AdminFlow, all of that gets handled behind the scenes, so providers can actually focus on patient care instead of being buried in logistics. They’re not chasing unpaid invoices or figuring out schedules—they just show up, see their clients, and trust that everything else is being taken care of. It reduces stress, improves efficiency, and lets them do what they do best.

9. How does AdminFlow assist with appointment scheduling and patient records management?

We fully manage scheduling from start to finish, making sure every available slot is optimized and no appointments slip through the cracks. That means booking, confirming, rescheduling, and even handling cancellations so that practitioners aren’t left with gaps in their day. Because we offer all-day, live call answering, this helps ensure constant communication between clients and practitioners. Leads/ new clients reaching out aren’t missed, current clients receive the support they need as do the practitioners. We also keep patient records updated in real-time, whether that’s adding new client intake forms, logging notes, or tracking past and upcoming sessions. Everything stays organized, accurate, and easy to access, so the clinic runs like a well-oiled machine.

10. What role does a medical virtual assistant play in handling medical billing and insurance verification?

Billing is one of the biggest headaches for clinics, and we take that off their plate entirely. We submit insurance claims, verify patient coverage before appointments, follow up on unpaid invoices, and keep track of everything so clinics actually get paid on time. We also manage accounts receivable, making sure nothing is slipping into the “90+ days overdue” category. By having a dedicated team handling billing and insurance, providers don’t have to worry about whether payments are coming, they just focus on seeing clients, and we make sure the money flows in as it should.

11. How do you ensure accuracy in data entry and electronic health records?

Accuracy is non-negotiable when dealing with patient records and billing. We’ve built systems to double-check everything, whether it’s insurance details, patient notes, or financial transactions. Our team follows strict SOPs (standard operating procedures) to make sure nothing is missed, and we use clinic management software like Jane to keep everything organized. I also believe in hiring the right people—our team knows medical admin inside and out, and we train regularly to stay on top of best practices. Keeping data accurate is a mix of strong systems, experienced people, and constant attention to detail.

12. What are the best practices for integrating a virtual medical assistant into a clinic’s workflow?

The key to making virtual admin support seamless is clear communication and a structured onboarding process. When a clinic starts with us, we make sure we understand exactly how they work, their scheduling system, billing preferences, and communication style, so that we integrate smoothly. Using tools like Slack for quick communication and Jane for record-keeping makes everything flow naturally. I always tell clinics: to start with a clear plan, set expectations, and trust the process, it doesn’t take long before having a virtual admin feels like second nature.

13. How does hiring a virtual medical assistant help reduce operational costs and overhead expenses?

Hiring in-house admin staff is expensive, not just their salary, but also office space, equipment, benefits, and training. With AdminFlow, clinics get all the admin support they need without any of those extra costs. They don’t have to worry about hiring, HR headaches, or managing payroll for another employee. Plus, because we work remotely, clinics don’t need extra desks, phones, or software licenses—we handle everything on our end. It’s a more flexible, scalable, and cost-effective way to keep operations running smoothly.

14. What challenges did you face while scaling your business, and how did you overcome them?

Scaling AdminFlow has been a learning curve, for sure. One of the biggest challenges was growing without compromising quality. Early on, I was doing everything myself, and as demand grew, I had to figure out how to hire and train the right people while still making sure clients got the same level of service. Building clear SOPs, refining our onboarding process, and bringing on team members who share my high standards have all been key to overcoming those challenges. I’ve also learned to be more strategic with pricing and services, making sure we’re offering value without overextending our team. Growth has been exciting, but it’s required constant refining and adjusting along the way. I also feel like we are just at the precipice of what the growth of AdminFlow will be.

15. What advice would you give to healthcare providers considering a virtual assistant for their practice?

If you’re thinking about bringing in a virtual assistant, start by identifying the areas that are draining your time. Do you spend too much time on scheduling? Is billing a constant headache? Once you know what you need help with, find a virtual assistant (or a service like AdminFlow!) that specializes in healthcare admin, it makes a big difference. The other big thing is to trust the process, some clinics hesitate to hand over admin work, but once they do, they realize how much time and stress they save. If you’re drowning in admin, it’s time to delegate and focus on patient care.

16. How do you ensure high standards and service quality in your virtual assistant team?

I’m really picky about who I bring onto the AdminFlow team because I know how important it is to have the right people handling patient care logistics. Everyone we hire has experience in medical admin, and I personally train them on our workflows and expectations. We also have ongoing quality checks, regular team check-ins, and SOPs in place to keep our standards high. It’s not just about getting tasks done—it’s about making sure clinics feel supported, patients get great service, and everything runs smoothly.We are a lean, experienced, women-led team. A personal goal and lifelong dream of mine has been to create a company that offers flexible work arrangements for Canadians who need that type of work, to manage other aspects of their lives.

17. What’s next for AdminFlow as you continue to grow and support healthcare organizations?

I’m always looking at ways to expand while staying true to our high-touch, personal service. We’re growing our team to support more clinics, refining our systems to be even more efficient, and expanding the services we offer, like consulting, hiring, and training in-house staff, and opening an in-person practice that supports neurodivergent humans with all their health needs. I also want to focus on helping solo practitioners and smaller clinics thrive, because they’re often the ones who need the most support but don’t have the budget for a full-time admin team. There’s a lot ahead for AdminFlow, and I’m excited to see where we can take it.

18. For anyone inspired by your journey, where can they connect with you or learn more about your services?

You can check out AdminFlow at www.adminflow.ca to see what we offer. I’m also happy to chat if you have questions, reach out via email at info@adminflow.ca or connect with me on Instagram. Whether you’re a provider looking for support or someone curious about growing a virtual admin business, I’d love to connect!

If you would like to be featured on the Mommy VA Blog as a Guest Virtual Assistant, feel free to email us at info@mommyvablog.com.

This post was all about Chae McDowell’s journey to becoming a Medical Virtual Assistant

Chae McDowell – Administrative Medical Virtual Assistant

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