Frequently Asked Questions

Below are answers to the most common questions we receive about our services, billing, and operations. If you still have questions, feel free to contact our team or schedule a discovery call.

What is SmartClinX?
SmartClinX is a U.S.-based company providing professional remote assistance and administrative support to healthcare practices nationwide. Our team helps streamline scheduling, billing, insurance verification, patient communication, and other essential daily tasks — allowing providers to focus more on patient care.

What types of practices do you work with?
We partner with a wide range of healthcare professionals, including primary care physicians, psychiatrists, pediatricians, functional and holistic medicine providers, and many other private practices and specialties.

Are your assistants trained in HIPAA compliance?
Yes. Every SmartClinX assistant is trained in HIPAA and patient privacy regulations to ensure all communication and record handling is secure and compliant.

Services & Operations

What kinds of tasks can my virtual medical assistant handle?
Our assistants are trained and experienced in managing:

• Appointment scheduling & calendar management

• Patient communication (calls, portal messages, emails)

• Insurance verification & prior authorizations

• EHR/EMR documentation and data entry

• Processing copays, billing, and receipts

• Handling denied claims and appeals

• Pharmacy coordination

• General administrative support

What hours do your assistants work?
Assistants can work Monday through Friday within the practice’s preferred time zone and the clients specific requirements. Hours and days of the week are customized based on your service plan and scheduling needs.

Can I request specific days or times for my assistant to work?
Yes. Clients can specify preferred workdays or opt for flexible “check-in” schedules throughout the day, depending on workflow requirements. Clients may also adjust the assistants work schedule on a weekly or daily basis to accommodate for your practice.

Will I have the same assistant each week?
Absolutely. We assign a dedicated virtual assistant to your practice to ensure consistency and familiarity with your patients and processes. At SmartClinX, we want you to build a strong and confident relationship with your assigned virtual assistant, without the fear or hassle of switching between different faces.

Billing & Payments

How does billing work?
Billing is done weekly, based on your selected service plan. Invoices are typically due each Friday, unless otherwise noted.

What payment methods do you accept?
We accept major credit cards, ACH transfers, and recurring billing through our secure Stripe payment system.

Do you offer recurring billing?
Yes. Clients can enable recurring billing for automatic weekly payments to prevent service interruptions or late fees.

What happens if a payment is late?
We understand oversights happen! If a payment is late, we will always first work with you to avoid any late payment fees or service disruptions. Multiple late payments are subject to a $50 late fee unless otherwise arranged in advance. To avoid delays, we recommend setting up recurring billing.

Contracts & Policies

Is there a minimum contract length?
SmartClinX service agreements are month-to-month with no long-term commitment. You can adjust or cancel services with proper notice as outlined in your agreement.

Are training hours included in my plan?
Training hours are billed as part of your contracted weekly hours. This ensures your assistant’s onboarding and process learning are covered efficiently.

How are holidays handled?
If your assistant works on a recognized U.S. holiday, the week’s flat rate is adjusted to reflect time-and-a-half pay for those hours.

What if I need to make changes to my plan or hours?
Simply contact our team. We’ll review your current plan and make adjustments to best fit your practice’s needs.

Support & Communication

How do I communicate with my virtual assistant?
You can communicate via your preferred methods — secure messaging, phone, email, or your EHR/EMR portal. Your assistant will follow your established workflow.

What if my assistant is unavailable or I need temporary coverage?
In the event of absence or unforeseen circumstances, SmartClinX will provide coverage, replacement assistance or reimbursement to ensure your workflow is not disrupted.

Who do I contact for billing or account support?
You can reach our Client Support Department directly at support@smartclinx.com for any billing, scheduling, or account-related questions. You may also call us directly at +1 (407) 270-0422.

Getting Started

How do I get started with SmartClinX?
You can fill out our Contact Form, or schedule a Discovery Call to learn more about how we can support your practice.

How long does onboarding take?
Onboarding typically takes 3-5 business days after your intake form and agreement are completed. We’ll handle the setup and training to ensure a seamless start, or you may work directly with your assigned virtual assistant to go over any training and information personally.