Client Overview
YANA Medical provides critical support services, including Home-Delivered Meals and Personal Emergency Response Systems (PERS) for patients who need reliable care at home. Onboarded in December 2023, the practice partnered with VirtualCare Assistants (VCA) to scale operations and improve patient support.
Challenges Before VCA
Prior to partnering with VCA, the practice encountered several operational bottlenecks:
- Manual workflows for meal coordination and delivery tracking
- Limited patient engagement and stagnant audience growth
- Heavy administrative workload on internal teams
- Inefficient billing and claim submission cycles
VCA Solutions Implemented
Operational Support & Order Management
- VCA team took over meal order placement, route creation, and delivery tracking
- Handled customer inquiries and provided responsive support for participants
Prior Authorization Management
- Managed onboarding, insurance verification, and claims preparation
- Ensured timely document updates and reduced errors in billing cycles
Strategic Growth & Marketing Collaboration
- Collaborated with the client’s team on digital marketing strategies to increase reach
- Supported YANA in adopting the YANA Meals mobile app to streamline access
Going Above & Beyond
- During a vendor transition, the VCA team worked 15-hour shifts to migrate participant data to a new system, exceeding client expectations
- Offered solutions-focused support, like pausing services temporarily for a participant in need, ensuring continuity without added administrative steps
Key Achievements
- Streamlined backend workflows, freeing up internal staff
- Digital transformation support with the launch of the YANA Meals app
- Improved data accuracy and faster claims processing
- 90% patient satisfaction rate through surveys
- Increased client referrals and positive word-of-mouth
- 5-star Google review from the client
Client Feedback
The client has entrusted nearly all of their business operations to us. They frequently acknowledge our contributions—both verbally and financially.
Our VAs manage everything from order coordination to insurance verification, and the feedback has been overwhelmingly positive
Our VAs manage everything from order coordination to insurance verification, and the feedback has been overwhelmingly positive
MAURICE MYERS
