Using Tech to Boost Patient Care and Streamline Operations

GMVA Founder and CEO, Beth Raboin, recently joined host Kelly Wisness on The Hospital Finance Podcast to discuss how hospitals and health systems can use medical virtual assistants to strengthen patient access, improve revenue cycle performance, and expand administrative capacity without adding the cost and burden of traditional hiring.

Beth explains how GMVA specialists integrate directly into a hospital’s existing systems, workflows, and teams to provide dedicated administrative support across patient access, revenue cycle management, prior authorizations, insurance verification, and other high-volume functions. She also shares how the model can scale from a small initial deployment to a fully managed workforce supporting multiple departments or facilities.

Highlights from the episode

• An integrated workforce, not traditional outsourcing: Beth explains how GMVA specialists work within each organization’s existing EHR, technology, workflows, and service-level expectations, operating as an extension of the internal team rather than transferring work to a disconnected outside vendor.
• Where hospitals can see immediate financial impact: Patient access, appointment utilization, denied claims, outstanding patient balances, and claims follow-up are among the areas where additional administrative capacity can directly support revenue and operational performance.
• A multimillion-dollar patient access impact: Beth shares how one large hospital system used GMVA specialists to confirm appointments and backfill openings, contributing to an estimated $2 million to $3 million improvement in its bottom line within two quarters.
• Protecting patient information and hospital systems: Beth discusses GMVA’s healthcare-focused recruiting, HIPAA certification, and secure technology environment, which allows specialists to access client systems remotely while maintaining safeguards around PHI and organizational data.
• Scaling across hospital systems: Once GMVA learns and documents an organization’s systems, processes, and performance standards, it can manage the training needed to expand the team. Beth describes one hospital client that began with 10 specialists and scaled to more than 75.
• The best place to begin: For CFOs and revenue cycle leaders evaluating the model, Beth recommends starting with a clearly defined workflow where results can be measured, such as denied claims, patient balances, claims submission, insurance verification, or patient access.
• Support beyond revenue cycle: GMVA specialists can also support specialty departments through prior authorizations, patient communication, scheduling, and other administrative workflows that require an understanding of medical terminology, procedures, medications, and the patient journey.