FAQs

AIR SECRETARY recruits, trains and manages a dedicated medical secretary who works exclusively for your Australian medical practice from our managed office in Dumaguete, Philippines.

We handle recruitment, employment administration, day-to-day staff management and professional development. Your practice provides training in its specific systems and workflows, supported by our team, so your Air Secretary becomes an integrated member of your practice.

AIR SECRETARY provides an office-based, managed medical administration service. Unlike hiring a freelance virtual assistant directly, your Air Secretary works within a supervised team environment, receives structured training and has access to ongoing management and IT support.

This gives your practice a dedicated team member with a support structure around them.

An Air Secretary can support phone calls, appointment bookings, billing and invoicing, email management, referral administration, correspondence, telehealth coordination and other administrative tasks suited to your practice.

Responsibilities are tailored to your needs, systems and training. Many practices start with a few core tasks and expand their Air Secretary’s responsibilities as their knowledge and confidence grow.

See our “72 Ways We Help” for more ideas.

Starting a private practice can be a great time to introduce an Air Secretary. You can shape their training around your systems and workflows from the outset and build administrative support as your practice grows.

We can help you identify the initial tasks and support your practice needs.

Our Air Secretaries work from a managed office in Dumaguete, Philippines, with a secure wired network, on-site supervision, IT support and backup generators.

This provides a consistent working environment designed for focused, confidential medical administration, with support available when operational or technical issues arise.

A successful offshore medical administration arrangement needs more than the right person. It also needs clear expectations, structured training, communication and ongoing support.

AIR SECRETARY provides that structure. Your medical secretary is recruited, trained and managed by us, works from a supervised office and is supported by Team Leaders and our Learning and Development team. We work with your practice to establish workflows and address concerns as they arise.

AIR SECRETARY handles employment administration, attendance, staff management and professional development.

Your practice is responsible for training your Air Secretary in your specific systems, processes and workflows, just as you would with any new team member. This includes demonstrating tasks, explaining your expectations, allowing time for questions and reviewing their work as they learn.

Regular communication, clear priorities and ongoing feedback are essential, particularly during onboarding. Our team supports you with training plans, check-ins and additional guidance, while your practice provides the practical instruction needed to work effectively within your clinic.

Air Secretaries complete structured internal training before beginning their integration with your practice.

Your team then provides training in your procedures, preferences and daily workflows, just as you would with any new staff member. AIR SECRETARY supports this process through training plans, check-ins and ongoing guidance from our Learning and Development team.

Our usual working day is 9 am to 6 pm in your agreed Australian time zone, including a one-hour lunch break and two 15-minute breaks.

Working hours are confirmed during onboarding. Where your practice observes daylight saving, your Air Secretary’s Philippine working hours adjust to maintain the agreed Australian schedule.

Your Air Secretary communicates with your team through agreed channels such as chat messages, email, voice calls, video calls and task management tools.

We help establish a communication approach that fits your practice, including regular check-ins, clear task instructions and a process for raising questions or concerns.

Your Air Secretary works from our fully equipped office. We provide a computer, an additional monitor, a headset with a noise-cancelling microphone, and the other computer equipment needed for their role, so you do not need to provide hardware or desk space.

Your practice provides access to its practice management software, email, phone system and any other tools or remote access arrangements needed for the role. Our team helps coordinate setup during onboarding.

Our Air Secretaries have experience using systems such as Gentu, Genie, Xestro, Best Practice and Clinic to Cloud.

We provide foundational training and support, while your practice guides your Air Secretary through its specific system setup and workflows. If you use another practice management system, we can discuss your requirements during onboarding.

English proficiency and communication skills are important parts of our recruitment and selection process. Air Secretaries may speak English with a Filipino accent, and we assess their ability to communicate clearly and professionally.

Practice-specific phone training helps them become familiar with your terminology, appointment types and patient enquiries.

We support Australian medical practices across a range of specialties. Training is tailored to your practice’s appointment types, billing processes, referral procedures and administrative workflows.

During onboarding, we work with your team to identify the knowledge, resources and training your Air Secretary needs for your specialty.

The right number depends on your workload, the tasks you want to delegate and your coverage needs.

Starting with one Air Secretary allows you to establish workflows and understand the support your practice needs. As responsibilities grow, a second Air Secretary may provide additional capacity and help with coverage during leave. We can discuss the most suitable arrangement for your practice.

We aim to build long-term working relationships by providing structured training, ongoing support, career development and a professional office environment.

Our team includes staff who have been with AIR SECRETARY for several years. Continuity is important to us, and we work to support both staff retention and lasting partnerships with our clients.

Air Secretaries receive annual leave, as well as sick leave entitlements. Planned annual leave is requested well in advance to give your clinic time to prepare and is subject to your clinic’s approval. AIR SECRETARY coordinates these requests with your practice.

Having a second Air Secretary can help cover leave for both your Air Secretary team and your local staff.

Air Secretaries receive paid days off for Australian public holidays aligned with your practice’s state or territory. Philippine public holidays are generally working days, with Air Secretaries paid double-time by AIR SECRETARY. Leave for holidays with particular family or cultural significance can be requested and discussed with your clinic.

Yes. An Air Secretary can help coordinate telehealth bookings, send appointment information, assist with administrative enquiries and organise follow-up appointments, investigations, procedures and billing.

They work within your practice’s chosen telehealth platform and follow your procedures. Your practice provides training in its consultation workflow and applicable billing requirements.

Our Air Secretaries work from a managed office using a secure wired network. Our security arrangements include confidentiality agreements, multi-factor authentication, password management, regular security training and audits.

Air Secretaries access information through your approved systems, and client data is not stored locally on their computers.