You’ll be matched with a highly trained team member at Timely. Your new VA will have an educational background in mental health, and will know Jane app and Owl practice incredibly well. Your new VA will be your primary assistant, and over time, she will feel like a vital member of your team. We don’t work like a temp agency, we always aim to provide bespoke, seamless and ongoing support. Your VA will be the person who is working on your account on a daily basis. It will be her name in your admin email signature, you an put her face and first name on your website if you’d like, and she’ll get to know your private practice, or clinic very well. She’ll do twice per day administrative checks for you (usually in the morning and afternoon) and during her time in your account, she’ll process billing, arrange scheduling, check and respond to inquiries, listen to voicemails and call back any new potential clients. While she is doing her check ins, she is completely focused on your account, however in between those check ins, she will not be available, so this is something to be mindful of.
There will also be a back up assistant for your account, who will know your clinic almost as well as your primary assistant. They will provide coverage if your day to day assistant takes a holiday, or need the day off, so you’re never without support.
We recommend video meetings with your assistant once or twice per month. Connecting with your VA helps both of you to build familiarity and trust, and they can also provide valuable insights into new inquiry trends, potential updates to processes that can be made, or around how your associates are performing if you have a clinic. This is also a great time for your assistant to find new tasks to take off your plate!
It all begins with a conversation. Like with any good business relationship, we’ll arrange a time and have a talk. This call is so that we can both confirm that Timely is going to be a good fit for your needs. This initial video consultation is around 30 minutes. In it, I’ll be learning about the procedures of your therapy clinic or private practice, and you’ll be trying to see if Timely feels like the type of company you can trust and rely on.
After our call, I consider what I’ve heard, and I’ll check in with the Timely team’s current capabilities and availability. If I know we can support you properly, I’ll send over a Summary of Support – which is a brief write-up of what I heard your needs are, and how many hours I think we need a month to provide that.
If you like what I’ve passed your way – we’ll move forward with the paperwork side of things! I’ll also always make myself available to answer any questions you may have during this discovery process.
Your client agreement will be sent through an online signing system called Dropbox Sign. The client agreement is to ensure an understanding of what we can and cannot do for you, and a few fairly standard business terms. There are no long term commitments needed to use Timely VA’s administrative services.
Your invoice will be sent through about seven days before services are to begin – you have the choice to pay via credit card or e-transfer. We ask that you pay ahead of time for each month of service. However, because it’s hard to predict how many hours may be needed each month of service (as clinics have slow and busy months), we offer roll over hours. The roll over hours can be used for the following month of service.
Similar to an intake session. Our onboarding meetings take about 1 – 1.5 hours to complete. We want to make sure we know all your processes, how you like things done, and even what clients we should support with exceptional care and awareness.
This is where you’ll meet your permanent VA! Your new virtual assistant will be that consistent support in your group or private practice. Another person who may join is your VA alternate – who is trained to step in should your permanent VA get sick or go on vacation (and heck – all admins deserve a good holiday once in a while!)
We will talk about what the top priorities you want your new VA to work on. That could be tackling the outstanding invoices, organizing your email account, uploading some new forms, or setting up any new systems that might be helpful from an efficiency’s standpoint.
As your VA begins to learn your systems, you can expect to hear from them via email – Jane tasks – or through Google Chat. Whenever they are asking about clients, you can rest assured that they will only refer to them by their client ID number, or their first name/last initial – whatever feels best for you.
One thing that all Timely Employees know, is that it’s always better to ask than assume. We understand that communication is key in this industry (and really should be in any).
While Timely VA Services continues to grow, we are focused on sustainable growth, which means that our team is still at a boutique agency size. We are very choosy about who joins Timely (this is for your benefit, and for the importance of our work culture).
As administrative assistants who only work with therapists, we understand the importance of a warm, supportive touch when communicating with clients.
Along with bringing the personal touch to connecting with your clients, Timely employees are trained in medical confidentiality, know how to be sensitive when working on accounts receivable, and have a clear understanding about how to work with diverse members of Canada’s population.
I can say with confidence that my employees care as much about supporting you with your private or group practices as I do. They get it, they see how hard you work and they want to give you some free time back into your day!
Melanie is our Operations Manager. She comes to our team with many years of pre-pandemic remote work experience! Mel has her BA in Psychology and has worked both in the service and medical administration industry. Along with supporting Timely, Mel also provides care for a growing psychology clinic near Kingston and a therapy collective that specializes in ADHD.
Melanie has brought so much to Timely, I’m grateful for her warm sense of humour and her eagerness to learn and try new things. Every day she shares a new fact with our team members, sometimes it’s funny, sometimes eye opening, and always interesting! *Please note that Melanie is not accepting new accounts at this time.*
Samantha is a newer team member, but from the moment we first connected, I knew she would be a great fit for Timely. Coming from both a Social Work and a mental health administration background, Sam is a natural at providing mental health informed administrative care. Along with a Social Service Worker’s diploma, Samantha is also bilingual in French, in fact she’s previously taught French in a formal setting. She’s been a front line worker for women’s shelters, and a child and youth a case worker. Samantha understands how to support sensitive people and guide them through to finding the care that’s right for them.
What I like about Samantha is her undeniable warmth and excitement to learn new things. She’s a kind, compassionate and intelligent person.
*Please note that Samantha will be accepting new accounts as of October 2025.*
Laura is our second practising therapist to join our Timely Team and our first employee to be living in BC! Laura is a Registered Therapeutic Counsellor and has been working for 4 years supporting clients. She has recognized the need to balance her private practice with a different form of work, and found Timely! After speaking with Laura, I knew she would be a great fit for our team, and an amazing VA for any clinic or solo practitioner. She has her BA in Psychology and attended a Masters Level equivalent training with Clearmind International, where she received a diploma in Transpersonal Counselling.
What I love about Laura is her crystal clear understanding of how to support both our therapy clients, and their patients. She knows the struggles that therapists can face administratively, and also approaches each patient interaction with compassion and support. In short, she’s a VA that any clinic or therapist would benefit from having on their team.
Kayla is a VA with an extensive background in mental health and administration. Along with working at Timely, Kayla also works part time at the Mental Health Commission of Canada, and has previous experience working for both small businesses and within the airline industry. Kayla is used to working in fast paced environments where attention to detail matters. She has an Honours BA in Psychology and an educational background in business marketing as well. Also, along with Jane and Owl, Kayla is also very skilled at Hubspot.
What I like about Kayla is her critical thinking skills. She thinks things through, and asks insightful questions. She’s also quick on her feet, is able to stay professional during high pressure situations and can easily pivot when needed to accommodate new responsibilities. In short, she is a woman that any business owner would benefit from having on their team.
Megan comes to Timely with a wealth of skills and experience. She is bi-lingual in French and English, has a BA in Psychology and is currently at school part time for medical administration. As a person, Megan is thoughtful and gentle in how she connects with others. She has previous experience working with senior citizens and it shows in her supportive and caring approach. She has a way of moving through her tasks with grace and efficiency, and she has a keen eye for detail.
What I appreciate deeply about Megan is the way she is able to adjust according to the needs of her clients. She is someone who takes her job seriously and is always looking for ways to add extra support where it may be needed. Megan does not shy away from an extra task and she has that wonderful “can-do” attitude that makes her a favourite with staff and clients alike. She is also one of the team members on staff that knows Slack and Zoho.
Valentina has become a mentor to new employees at Timely and I am always blown away by her warm and enthusiastic personality. She is someone who is very focused on providing truly affirming care to all and just bring to our team a truly positive attitude.
She is someone who is very focused on providing truly affirming care to all and just bring to our team a truly positive attitude. Her extensive experience working in shelters and crisis support lines makes her a great fit for providing compassionate care for therapy clinic clients. Valentina has her BA in Psychology and held a 4.0 GPA throughout her time at Trent University (while working full time and and earning a full scholarship). Valentina is bi-lingual and is fluent in both English and Spanish.
What I appreciate the most about Valentina is her problem solving ability. She always seems to be able to find a solution for any challenge that comes our way. Along with providing administrative assistance, Valentina also now works with me to assist in the organizational consulting and admin system upgrade support that we do at Timely.
Alisha H is an integral part of Timely VA. She is one of our most senior virtual administrators and is a mentor to newer employees. She is also our go-to gal for all things Jane related! Prior to joining us at Timely, Alisha worked for Toronto’s public library system, and wow you should see her when she’s given a task that involved editing a spreadsheet or specialized form! She has that rare quality of being excellent with both data, and people!
Alisha has a BA in English and Psychology, and along with spreadsheets, she has a passion for language (she knows a total of 4 different languages). What I love about Alisha is the way she will always jump in to help if someone is in need. Alisha has a wisdom far beyond her years and has that rare skill in knowing when to ask for support, which, in the business of mental health, is a key skill to have.
*Please note Alisha is not accepting new clients at this time.*
Jessica is a Timely team member who really “gets” mental health. We are so happy to have her working here! Jessica has an extensive work background within counselling and mental health. Jessica has worked as a Case Manager at Canadian Mental Health Association, and has also taken contracts to provide support children’s aid programs across Ontario. She has her BA is Social Developmental Studies and a diploma as a Social Service Worker.
What I love about Jessica is that she truly understands how critical communication is when it comes to working in the field of mental health. She is clear, she is quick, and she also knows how to hold space and listen well. Jessica asks thoughtful questions when she’s unsure, and knows how to move through her tasks with ease and efficiency. Her relaxed sense of humour and knowledge of psychology has quickly won over everyone at Timely, and we are thrilled to have her as part of our team.
Madison is uniquely qualified to offer support to mental health professionals, because she is a fully Registered Psychotherapist herself. Madison graduated from the prestigious Relational and Family Therapy program at the University of Guelph, and has several years experience practicing within the field. Madison’s desire to maintain a sustainable work/life balance, while continuing to work within the world of mental health, prompted her to seek out ways to focus more on the “behind the scenes” areas of support. That decision brought Madison to Timely VA where she is now offering our clients a unique form of care, with clinical office support for group practice owners.
As an office manager Madison can help clinic owners with onboarding new associates, facilitating peer case consultation, checking over clinical notes to make sure that associates are following best practices for note taking, looking at associate retention rate for clients (and talk with associates to improve their numbers) and she can be that first point of contact for your clinic should you, as a clinic owner need to take time away from your group practice due to illness, vacation, or maternity leave.
When Madison and I first met, I was really impressed with her calm and peaceful presence, her knowledge of mental health, and her openness to exploring new ideas and ways of doing things. As I’ve gotten to know Madison more, what really stands out to me is her quiet confidence and warm communication style. She is succinct while also exuding kindness and clarity.
*Please note that Madison is accepting new clients only for office management clients at this time*
Cas S. has become a vital member at Timely. She offers the kind of warm, affirming administrative care that every therapy clinic hopes for. As someone who has previously worked with elderly populations, Cas has is highly skilled at sincere, clear and kind communication with clients. Along with mental health administration, Cas also has a background in real estate, and because if this, she is very aware of the importance of attention to detail when it comes to paperwork and well crafted emails. She has an Honours BA in Peace and Conflict from the University of Waterloo and is beginning her educational journey towards getting her Masters in Social Work.
What I love about Cas is her razor sharp critical thinking skills and the incredibly insightful questions that she asks. She emanates a welcoming and warm vibe to everyone she connects with, and is an absolute delight to work with.
There are headliners and fineliners in this world, and Laurel is the best kind of fineliner – her attention to detail is second to none, and she is also really good at speaking up and asking questions when clarity is needed. She is the ultimate behind the scenes support for any therapist. Laurel is a master when it comes to supportive yet professional emails, and is great with following up with clients and therapists alike. Laurel has a work background that includes mental health and often has supported vulnerable people during very difficult times in their lives. She has worked at Extended Families Support Services and understands well how important gentle, and nonjudgmental care is. She has her BA in Communications from Wilfrid Laurier and a diploma as a Social Service Worker.
What I love about Laurel is her understanding nature, she seeks to see the humanity in every situation. I also really appreciate that she is never afraid to ask questions or to speak up or to make a suggestion for an improvement if she sees one. Her collaborative approach to working with others has made her an easy fit within the Timely team, and I feel lucky to have her with us! *Please note that Laurel has limited availability at this time.*
Maria M. is a VA who has a big heart and a brilliant mind. She is bilingual in both French and English and has worked extensively with vulnerable populations. Maria has supported at risk teens and has worked as a child and youth counsellor for years within a day treatment program in Toronto. She has also been a crisis support line responder and has a deep understanding of what it means to provide compassionate care. Maria has an Honours BA in French Language, a Diploma in Child and Youth Care and is currently on a path to get her Masters in Social Work.
What I love about Maria beyond just her general bright mind, is her emotional intelligence. She knows how to read a situation and adjust accordingly with warmth and a supportive attitude. She is also really good with communication and always seems to know when to loop in a clinic owner on any unique situation that may arise.
*Please note that Maria has is not accepting new clients at this time.*
Kristina is a mentor at Timely, as well as being one of our most senior virtual assistants. With years of crisis line support experience and being fluent in both French and English, Kristina is someone who provides support to our newer team members. From an educational standpoint, Kristina has her BA in Psychology, Neuroscience and Mental Health.
What I love about Kristina is her absolute rock solid ability to navigate the ups and downs of busy clinics, and the compassion and understanding she shows to all who cross her path. She is also someone who is always there with a empathetic ear for her coworkers should someone have a hard day, or just need to talk. I cannot imagine Timely without Kristina (and I hope I never will). *Please note that Kristina is not accepting new clients at this time.*
Megan joined the Timely Team with a strong background experiential and educationally in mental health care. Megan has worked as a psychometrist for Psychology clinics in the past and has also cared for youth as a support worker for at risk teens. She has an Honours Bachelor in Forensic Psychology, a Diploma in Mental Health and Addictions and also has a certification in Family Medicine from York University.
What I love about Megan is the insightful questions she asks, and her deep desire to ensure she’s giving her clients the best support possible. She truly cares about making the lives of therapists and their clients better, and is committed to being a part of the positive changes that can come about when people get the right support. *Please note that Megan is only able to support new clients who need single daily check in care.*
Carla is the kind of person that any employer would be lucky to have. She is someone who deeply cares about her work, and she goes above and beyond to make sure that things are done right. From an educational perspective, Carla has her BA in Criminal Justice and her Masters in Psychology (and graduated with a 4.0 GPA). Along with being intellectually skilled, Carla is also an athlete, winning a university soccer scholarship. During her final year of her Masters program Carla subsequently became a soccer coach and Sports Psychology assistant professor for Northwestern Oklahoma State University. Before working at Timely, Carla was an administrative assistant for a busy therapy clinic in central Ontario and has a keen understanding for what it takes to provide a warm and caring welcome to new therapy inquiries.
What I love about Carla is that she really and truly puts her heart into her work. When she is in, she gives it her all. Carla is also someone who knows to ask questions when something isn’t clear, and is efficient with her time management. We feel grateful she’s a part of our Timely team!
*Please note that Carla is not accepting new clients at this time.*
Samantha is a newer team member, but from the moment we first connected, I knew she would be a great fit for Timely. Coming from both a Social Work and a mental health administration background, Sam is a natural at providing mental health informed administrative care. Along with a Social Service Worker’s diploma, Samantha is also bilingual in French, in fact she’s previously taught French in a formal setting. She’s been a front line worker for women’s shelters, and a child and youth a case worker. Samantha understands how to support sensitive people and guide them through to finding the care that’s right for them.
What I like about Samantha is her undeniable warmth and excitement to learn new things. She’s a kind, compassionate and intelligent person.
*Please note that Samantha will be accepting new accounts as of October 2025.*