⚡ RESULTS AT A GLANCE
| 2,900+
New monthly website visitors |
2 → 5
VA team growth |
3
Providers supported |
2 weeks
To full onboarding |
0
Missed calls in a crisis |
When Cheyenna Kopacz, a Family Nurse Practitioner in Phoenix, Arizona, launched At Your Doorstep Medical & Concierge Care in October 2022, she had a vision: deliver personalized, concierge-style healthcare directly to her patients. What she didn’t plan for was doing every single job in the business herself.
Two years later, she runs a five-person virtual team, sees patients daily without sacrificing quality of care, and — for the first time since starting her practice — actually leaves work at work.
This is her story.
The Breaking Point: 100 Tasks, One Person
Before partnering with Elite Resource Services, Cheyenna was the definition of a business owner working for her business rather than on it.
I went to a networking meeting and they had us write down all the tasks we perform. I had a list of about 100 tasks I was doing myself — answering the phones, running my own payroll, ordering labs, reviewing results — and then all the clinical stuff on top of that.
— Cheyenna Kopacz, FNP
She had three young children at home and felt like she was working double the hours she had when she was employed by someone else. The business was growing — but so was the burnout.
“It was exhausting. It’s just one of those vicious cycles you get into.”
The Decision: Letting Go of Control
Like many business owners, Cheyenna hesitated before making the leap. She worried she wouldn’t have enough to delegate. She worried about the investment. She worried about trusting someone she’d never met in person to represent her practice to patients.
| Sound familiar? The three fears almost every practice owner has before hiring a VA:
• Will I have enough to delegate? • Can I trust someone I’ve never met to represent my practice? • Is it worth the cost? |
Cheyenna had all three. She took the leap anyway — and it changed everything.
Elite Resource Services matched her with two dedicated virtual assistants, each with a distinct role designed to mirror the structure of a traditional clinic.
📋 Apple — Front Office Manager
Answers all inbound patient calls, handles billing inquiries, and manages patient-facing communication — the warm, reliable presence you’d expect from a receptionist at a brick-and-mortar clinic.
📋 Jean — Virtual Medical Assistant
Orders labs, enters results into patient charts, contacts pharmacies and imaging centers, and supports the back-office clinical workflow — including chart creation and consent processing for IV therapy services.
All communication and workflows are built around HIPAA-compliant tools — including Spruce for patient messaging — so the practice stays protected while running more efficiently.
Later, Cheyenna added a marketing VA team to handle social media, graphic design, newsletters, and a full website redesign.
Onboarding: From Zero to Running in Two Weeks
Cheyenna was pleasantly surprised by how smooth the onboarding process was.
“The onboarding was simple, which I liked. I didn’t want it to be overcomplicated.”
In the first week, she used Loom — a free screen recording tool — to record herself completing everyday tasks. She organized the videos into shared folders by role, giving each VA a training library they could revisit anytime without needing to ask her the same question twice.
By week two, Apple was answering phones with a practiced greeting. Jean, already familiar with Cheyenna’s working style, came up to speed almost immediately. Within two weeks, both VAs were operating independently.
Most of the stuff I’ve rolled out or asked them to do, they’ve been able to do it without a ton of oversight. Just simple instruction of, ‘Hey, this is how I want it done’ — and it gets done.
— Cheyenna Kopacz, FNP
The Results: What Two Years of VA Support Actually Looks Like
The business kept running — even when she couldn’t.
Perhaps the most telling proof of what a well-supported practice looks like came during one of Cheyenna’s hardest personal seasons. She experienced a death in the family and was hospitalized herself. Her practice didn’t skip a beat.
Phones got answered, tasks got done, social media went out, newsletters went out. You would have never guessed, if I didn’t disclose it, that that’s what was going on.
— Cheyenna Kopacz, FNP
Website traffic jumped nearly 2,900 views in a single month.
After the marketing VA team took over her website redesign and content creation, Cheyenna received a metric from her website processor showing approximately 2,900 more views in March than in February.
“I had nothing to do with it. They did it. They don’t get enough credit.”
Two VAs. Three providers. Zero overwhelm.
The same two VAs now support the workload of three healthcare providers — Cheyenna, a second nurse practitioner, and a nurse running IV therapy. The operation runs so smoothly that Cheyenna’s primary concern isn’t capacity. It’s deciding when to bring on a third VA to keep up with growth.
Her work-life balance is back.
“I think they’ve allowed me to provide better patient care because I’m focused on what’s in front of me — the person in front of me — versus all these other tasks I have to get done.”
Before & After: A Practice Transformed
| BEFORE Elite Resource Services | AFTER Elite Resource Services |
| ✗ Answering every patient call herself | ✓ Apple handles all inbound calls + billing inquiries |
| ✗ Ordering labs, entering results manually | ✓ Jean manages all clinical back-office tasks |
| ✗ Running her own payroll + admin | ✓ Virtual bookkeeper + lead biller in place |
| ✗ Building + managing her own website | ✓ Marketing VA team handles brand + digital growth |
| ✗ Working double hours vs. employed life | ✓ Focused on patients — not tasks |
| ✗ ~100 tasks handled by one person | ✓ 5-person virtual team supporting 3 providers |
| ✗ Burning out, missing time with family | ✓ Work-life balance restored |
Fast Forward to 2026: A Practice That Kept Growing
What started with two virtual assistants has quietly become something much bigger.
Today, At Your Doorstep Medical & Concierge Care is supported by a full virtual team of five — including a dedicated marketing team handling brand and digital growth, a virtual bookkeeper and lead biller keeping the financials tight, and the same core operations VAs who’ve been with Cheyenna almost from the beginning.
What Cheyenna built isn’t just a bigger practice. It’s a smarter one — with the right people in the right roles, running the parts of the business she shouldn’t have to think about anymore.
What She’d Tell You If You’re on the Fence
Cheyenna doesn’t mince words when it comes to advice for business owners still debating whether virtual support is worth it.
I wish I would have done it sooner. The growth from delegating tasks is like nothing I could have ever imagined. I thought I was going to be stagnant with all this money in payroll — it was the complete opposite.
— Cheyenna Kopacz, FNP
Every single business owner — it doesn’t matter who you are — struggles with work-life balance. At some point you have to come to a fork in the road: drive yourself into the ground working for your business, or loosen the reins and work on it so it can grow.
If someone is listening to this and they’ve been going back and forth — just do it. It is a thousand percent worth it.
— Cheyenna Kopacz, FNP
Common Questions About Virtual Assistants for Healthcare Practices
Can virtual assistants handle HIPAA-compliant tasks?
Yes. Elite Resource Services builds all workflows around HIPAA-compliant tools, including Spruce for patient messaging. Every VA is trained on privacy requirements specific to healthcare environments before supporting your practice.
How long does it take to onboard a medical VA?
Most practices are fully operational within two weeks. We use a structured onboarding process — including role-specific video training libraries — so your VA hits the ground running without requiring constant oversight.
What tasks can a virtual medical assistant actually handle?
Front office VAs handle patient calls, billing inquiries, scheduling, and communication. Clinical VAs manage lab orders, chart entry, pharmacy and imaging coordination, and consent processing. Marketing VAs cover social media, email newsletters, graphic design, and website content.
Is virtual staffing worth the investment for a small practice?
Cheyenna’s experience is a clear answer: the same two VAs now support three healthcare providers, website traffic grew by 2,900+ visitors in a single month after the marketing team took over, and the practice kept running flawlessly through a personal family crisis. The ROI isn’t just financial — it’s operational stability and your time back.
Ready to Build a Team That Runs Without You?
If Cheyenna’s story sounds like yours, book a free 30-minute strategy call. We’ll map out exactly which VA roles would have the biggest impact on your practice — starting week one.