Frequently Asked Questions
HOW QUICKLY CAN WE GET STARTED?
Hop on a quick call with an account director and lets discuss your needs. Your MedFlex staffers can be ready to begin onboarding in as little as 3-4 days.
Read about our onboarding process below.
HOW DOES THE ONBOARDING PROCESS WORK?
To get started simply call one of our account directors and they will get you signed up. We will need the weekly schedule you require for each staffer. We also need the functions and platforms (software) you would need each staffer to perform and have experience in. If you require an extensive amount of experience in a specific function we can accommodate. Just call one of our account directors to discuss.
After we have those we will send you:
- The service agreement (which is always pay-as-you-go)
- The NCND (a non-disclose/non-circumvent agreement which protects your proprietary information)
- An invoice for the $500 Initial Launch Deposit (The deposit is NOT A FEE, it’s applied against your final payroll)
- A Zelle request link. We primarily use Zelle for payments, but also accept checks, wires, ACH and most other payment types.
Once we have the agreements and the deposit back from you, you will be assigned your Client Success Manage (CSM) and they will get to work on matching you up with your MedFlex staffers. This usually takes 3-4 days depending on how many clients are ahead of you, how many staffers you need and what the experience/specialty requirements are.
In the meantime the CSM will send you an intro email with all of their contact info. In the email they will ask you to send over all the materials (websites, platforms, sample documents, programs, instructions, training materials, office info) your MedFlex staffers will be working with. This is important to make the training session(s) go more smoothly for you.
Once the CSM has matched you with MedFlex candidates that match your requirements and are available, they will contact you to secure a time you will be available for the training and orientation conference call. Training is free. You get up to 8 hours of training time included (4 hours for part time) . You can do that all on one day or split it up into a couple of days. You can do the training yourself or have your staffer train using instructional materials all with the support of the CSM. After the 8 hours, you can continue to train if need be but the staffers will have launched and be on your time at that point.
WHAT SCHEDULE CAN THE STAFFERS WORK?
You can set up your MedFlex staff weekly schedule just as you would your in-house employees. Our staffers work all U.S. time zones. Some clients need staffers to work US business hours. Some prefer their staffers work U.S. overnight or “graveyard” shifts and some give their staffers “open” schedules, which means they don’t need their work performed at any specific hours. It’s up to your needs.
WHAT ARE THE MINIMUM HOURS PER WEEK?
The minimum to qualify for the discounted full time rate is 44 hours per week. The minimum for part time is 22 hours per week. Your MedFlex team can work the exact volume you require these minimums just determine what rate you qualify for.
DO I HAVE TO WAIT UNTIL THE CURRENT PAYROLL PERIOD IS FINISHED TO SCALE UP?
Not at all. We will prorate every hour so you never need worry about deploying your MedFlex staffers as you need. Many client practices find that delegating more and more work to their MedFlex staffers enables them to free up their own in-house staff to focus on more important functions. So your CSM is always ready to help you scale your team as needed.
ARE THE STAFFERS FREELANCERS?
No. Ready Staffer cares about offering great employment opportunities to overseas college students and recent college graduates. We hire all of our staffers formally. We pay all of their taxes and even provide 100% medical insurance coverage. All included in the lowest rates in the industry.
WILL I HAVE THE SAME STAFFERS WORKING FOR ME ALL THE TIME?
Yes. This is key to getting the most out of your engagement. You should never hire a company that will have you working with a rotating crew of staffers because you won’t accrue the benefits of experience that the staffer gains over time in your organization. An experienced staffer is MUCH more valuable to your operation. Plus who wants to waste time training new people all the time?
WILL I HAVE TO TRAIN THE STAFFERS?
MedFlex staffers have years of medical office experience. If a staffer is not familiar with a particular platform you require, your CSM can pre-train them and you can complete their training by instructing them on your specific tasks.
Training is free (up to 8 hours) and your CSM will sit in on all the training sessions to provide support. We are very fluid in order to make sure we accommodate your needs during the training process so you can advance to launch as smoothly as possible. Once your staffer is up and running, providing your office with a much needed increase in capacity you will be glad you glad you made the effort to get them trained and launched.
We do a lot of work for many medical office clients. There is no reason we can’t do the same for you.
WHAT ABOUT TIME OFF?
You never pay for an hour that is not worked due to a staffer being off. Occasionally it is inevitable for a staffer to take time off. Any missed time is deducted from their payroll.
HOW DO I KNOW WHAT HOURS THE STAFFERS ARE WORKING?
You set up the weekly schedule as needed and this is monitored by your CSM. Every client’s needs are different. Some clients work with their MedFlex staffers directly throughout the day. Others send over work and know what volume of work should be completed daily. Others that don’t fit into either of these categories because their tasks are more varied, typically have their staffers take the last 15 minutes of their shifts each day and send a rundown of their tasks and the time each took via email. All clients are also sent a time sheet every week with a day by day breakdown of the hours worked.
WHY DO YOU SAY THAT YOUR "ROCKSTAR" MANAGERS ARE THE MOST IMPORTANT PART OF YOUR SERVICE?
Many small business clients try and fail to incorporate outsourcing into their organizations. Every Fortune 500 company outsources yet very few small businesses do. And the reason is they don’t have the management resources to make outsourcing a success. So we built our model around our Client Success Managers (CSMs). Every client is assigned a dedicated CSM so you not only have the same staffer but also the same manager available to you every day, all day. And the ROCKSTAR part has to do with the fact that our core of CSMs has helped countess small businesses establish an excellent outsourced resource and is experienced in many different industries and platforms.
WHAT IF MY STAFFER IS NOT RIGHT FOR ME, OR IS NOT PERFORMING AS NEEDED?
This is where our Rockstar CSM’s come in. With us it’s never just you and the staffer. You have an experienced manager in place to help with any issues that arise. If your staffer is not performing at the level you require, or if you just feel they are not the right fit for you, all you need do is contact your CSM and they will help either train up your staffer or match you with a replacement. It’s no problem, just because they are not the right fit for you doesn’t mean they won’t be the right fit for a different client. The key is that you lock in with the right staffer that is a long-term solution for your needs.
WHAT ABOUT THE LEARNING CURVE FOR THE STAFFER TO BECOME FAMILIAR WITH MY BUSINESS?
We tell our clients that are unfamiliar with working with remote staffers that there is a learning curve and period of adjustment in the beginning. Both for the staffer, who needs to learn a whole new set of tasks, despite having medical office experience, and for the client who may find the adjustment to working with a remote staffer difficult because they are used to working only with U.S. employees and only face-to-face.
It is important that both sides make an extra effort at the beginning and keep their eye on the prize, so to speak. After the training and the first couple of weeks, usually clients will find that, despite the adjustment in the beginning, they end up with a great amount of value for their investment. The increased capacity that comes from working with a remote staff will unburden your in-office staff. Remote staffing requires some effort in the beginning, but proves to be extremely valuable later on.
HOW DO I COMMUNICATE WITH MY STAFFER AND CSM?
We highly recommend Skype. You can keep an open chat with your MedFlex staffers and CSM on Skype and have them at your easy reach any time of the workday. You can also call, text or email your staffer. (All staffers come with a US phone line, included.) Some clients have their own communication or office management platforms already set up. Your staffer can be assimilated into any system you currently use.
DO THE STAFFERS SPEAK ENGLISH? DO THEY HAVE ACCENTS?
All of our staffers are English-speaking college students and recent college graduates. Some staffers have better spoken English than others of course, but when working with overseas staff accents are unavoidable. That being said, we handle phone support successfully for many clients.
DO YOU HAVE SPECIALIZED STAFFERS?
Yes. MedFlex staffers have experience in a variety of medical office functions and platforms. They can also be pre-trained by their experienced CSM’s on other platforms you may require. When a client signs up we match them with staffers from our pool that are appropriate for the function that they require. Occasionally a client requires a staffer that is a specialist or professional, or has extensive experience in a specific field, such as a medical coder with 8+ years experience, for example. In these cases the client will provide us a list of needed expertise and we will send them candidate resumes that best match their needs. Sometimes these specialists will have higher salary expectations than what our regular rates are (usually from around 50 cents to about $2 additional per hour) and we will let the client know which candidates require the higher rates.
ARE YOU HIPAA COMPLIANT?
Yes. We are a US corporation headquartered in sunny Miami, FL and have been HIPAA compliance since our inception in 2003. We can provide our HIPAA compliance statement upon request.
HOW DOES PAYROLL WORK?
Unlike our competitors, we don’t charge you for several weeks upfront. With us you pay no payroll upfront. Instead, we take a $500 initial launch deposit per staffer and then send you a payroll invoice at the end of every two-week payroll period. Every payroll is the same each period (unless you schedule extra hours, which are billed at the same exact rate) so there are never any surprises. You always know exactly what your total cost is.
The initial launch deposit is not a fee, it is a deposit that we hold and apply against your final payroll with us, if and when you ever cancel.
WHAT ABOUT BONUSES, RAISES AND INCENTIVES?
Our clients often wish to incentivize and/or reward their staffers and CSM’s for good performance, longevity, etc. like they would a regular in-house employee. We certainly encourage clients to do so if they wish as it will help keep turnover low and even a little bit can make a big impact . Any bonuses or raises paid by the client are passed on 100% to the staffer and/or CSM as the client dictates.
WHAT ABOUT TAXES, EMPLOYMENT REGULATIONS, HR LIABILITIES, ETC
One of the great things about partnering with a staffing service like ours is that you get the benefits of being an employer (complete control of the schedule, ability to assign any tasks required, flexibility to change anything that is needed, in real time) but you don’t have the regulatory or HR expenses and hassles or the legal liabilities that come with hiring directly. You are in control but our company is technically, and legally, the employer. And your relationship with us is that of vendor/client. So you can cancel at any time without the legal consequences of laying off direct hires.
HOW DO YOU TAKE PAYMENT?
Zelle is our main payroll payment platform. It is an online payment network set up by the major banks (Bank of America, BB&T, Capital One, JPMorgan Chase, PNC Bank, U.S. Bank and Wells Fargo). It’s safe, instant and free. And you do not need to be a customer of one of these banks to use it. It works with all banks. We also take checks, online bill pay, wires and ACH transfers.
WHERE DO I SIGN UP?
Just call one of our account directors. They can discuss your needs if you have any questions and sign you up in a few minutes. They then hand you off to one of our CRM’s to get the onboarding process started (more on onboarding above).
Outsourcing works.
That is why virtually every Fortune 500 company outsources.
Call an account director today and let’s discuss.