What You Can Expect With Our Administrative Support

Sharon Nicol - Founder of Timely VA

It All Begins With A Conversation

As with many therapists, I like to have a consultation with you to ensure Timely is a good fit for your needs. I know that you’ll also want to meet me before you open the heart and soul of your business to my team. This initial video call is around 30 minutes. In it, I’ll be learning about the needs of your therapy clinic or private practice, and you’ll be trying to see if Timely seems like the type of company you can trust and rely on.

After our call, I consider what I’ve heard about your needs, and my 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 – or if you need to shift the package suggested to something more aligned with your resources, we communicate via email and get those choices clarified.

Next Comes The Invoice and Agreement

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.

 On-boarding & Introductions!

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 Google workspace, uploading some new forms, or setting up new email templates ( this is all up to you and what is most important to you).

Communications

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).

Are You Ready For More Clients And Less Time Sitting In Front Of The Computer?

Speaking of Your New VA - Meet The Amazing Timely Team

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.

Offering affirming, informed care from the first moment of contact is our top priority.

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!

All Timely VA Employees Hold These Values.

  • Reliability
  • Integrity
  • Accountability
  • Compassion & kindness to all who cross our path

Meet Melanie F.

Along with offering virtual administrative support for therapists, Melanie is also Timely’s office coordinator. She comes to our team with years of pre-pandemic remote work experience! Melanie has her BA in Psychology and has worked both in the service and medical administration industry. Melanie currently supports multiple accounts with Timely, including a 10+ associate therapy clinic, an ADHD therapy collective, and a mental health professional who is a world traveller (and Mel does an awesome job keeping up with her changing time zones).

What I love about Melanie is her warm sense of humour, her eagerness to learn, and the absolutely amazing (and 100% positive) influence she has on the work culture at Timely VA. We are a better team thanks to Melanie being here.

Meet Valentina C.

Valentina has her BA in Psychology and is someone with a truly a brilliant mind. She held a 4.0 GPA throughout her time at Trent University, and worked throughout her education (and earned a full scholarship). Valentina is bi-lingual and is fluent in both English and Spanish. She has a warm and empathetic personality and her extensive experience working in shelters and crisis support lines makes her a great fit for providing compassionate care for therapy clinic clients.

What I appreciate the most about Valentina is her drive towards learning new things, and her warm and good hearted attitude. Valetina is a can-do kind of person and we absolutely cannot-do without her!

Meet Tori C.

Tori is one of our newest team members, and we are so happy to have her working here! Before joining Timely, she was an in-person intake coordinator for a busy Ontario Psychotherapist. Tori is fully fluent in both French and English and she has a BA from Wilfred Laurier in Psychology.

What I love about Tori is her quiet confidence and curiosity. She asks thoughtful questions when she’s unsure, and knows how to move through her tasks with ease and efficiency. Although she is newer to Timely, she has already become a huge asset to both Timely, and the clients she supports. Tori’s calm presence and concise way of doing things is something that continues to impressed me.

Meet Sophia B.

Sophia B. has been working at Timely since early January and she was hired due to her wealth of experience in the mental health field, and her peaceful and grounded presence. Sophia has her BA in Psychology and is just beginning on her education at Adler University to achieve her Masters in Counselling. Sophia has worked at mental health clinics in the past, and also provided support in different capacities for a crisis shelter for survivors of domestic violence and human trafficking.

What I love about Sophia is how centered and calm she is, and how that quality tends to positively influence anyone who connects with her. She is someone who is always able to consider the perspective of others, and has a a depth and wisdom that is beyond her years. She is also incredible with organization and loves the challenge of tidying up an inbox!

Meet Kristina M.

Kristina is Timely’s on-boarding specialist, as well as being one of our most senior virtual assistants. With years of crisis line support experiences and being fluent in both French and English, Kristina is one of our most in-demand people. 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 be calm under pressure, 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).

Meet Alisha H.

Alisha H has been with Timely for over two years now and is one of our most senior virtual administrators. 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 (a total wunderkind)!  Alisha has a BA in English and a minor in Psychology, and along with spreadsheets, she has a keen eye for editing and language in general (she knows a total of 4 different languages).

What I love about Alisha is her sense of humour, her openness to learning new things, and her talent as a teacher (she’s mentored my newer employees). She is an integral part of Timely VA. 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.

Meet Sasha B.

Sasha B is an administrative assistant, and therapist in training! She is currently completing her Masters in Counselling and has a deep love of all things mental health related.

Before to joining us at Timely, Sasha worked one on one offering therapeutic interventions for neurodivergent children and their families. She has also worked as a Kid’s Help Phone support operator. Something that everyone who meets Sasha comments on is her gentle approach and warm demeanour. She is someone who instinctively knows how to set even the most anxious person at ease. What I most appreciate about Sasha is her openness and warmth, she is someone who puts her while heart into her work every day.

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