Private Practice Startup Podcast: Episode 151

Title: 3 Tips for Hiring a Virtual Assistant for Your Private Practice
Hosts: Dr. Kate Campbell & Katie Lemieux
Guest: Ruth Ghattao, Virtual Assistant
Date: September 1, 2019

Episode Overview

This episode focuses on demystifying the process of hiring a Virtual Assistant (VA) for private practice owners, specifically mental health professionals. Kate and Katie are joined by their own VA, Ruth Ghattao, to share actionable advice on finding the right VA, nurturing the working relationship, and integrating a VA into practice systems. Ruth provides insights from both the assistant and business owner perspective (she started her own business inspired by the podcast!).

Key Topics and Discussion Points

1. Ruth’s Story and Inspiration (03:10–06:22)

• Ruth has worked as a VA for Kate and Katie for nearly three years, editing podcasts and managing administrative tasks.
• Listening to practice-building content on the podcast inspired her to start an organic fruit and vegetable business in her hometown in Africa.
• She emphasizes the unique isolation of remote work, driving her to build local connections through business.

“I started... a business to supply fruits and vegetables, organic ones, in my small town and it was all inspired by the podcast.” — Ruth, (03:46)

2. Ruth’s Path to Becoming a VA (06:22–08:48)

• Ruth is a CPA and accountant by training but found the corporate routine monotonous.
• She became an assistant to her husband’s tech startup, discovering her enthusiasm for diverse administrative work.
• Ruth now runs Admin Work Outsourced, her own VA agency.

3. The Private Practice/VA Hiring Story (08:49–11:37)

• Kate and Katie found Ruth on Upwork, after a referral by Kate's husband, Brent.
• Early collaborations involved small, detail-oriented tasks, growing into a trusted, expanded role over time.
• Both parties valued an initial trial period as an “audition” to ensure mutual fit.

“I must be doing something right for me to be referred.” — Ruth, (11:20)

4. What Makes a Good VA/Employer Fit? (11:46–13:09)

• Ruth looks for employers who share her core values and prioritize clear communication.
• Compatibility in professionalism and willingness to work beyond transactional boundaries are essential.

"I try to match someone with my core values...we can have this kind of relationship beyond work per se, but also maintain the professionalism." — Ruth, (12:00)

5. Importance of Systems and Communication (13:10–16:05)

• Kate and Katie stress the significance of having clear systems and processes before hiring a VA.
• Regular communication and reviewing “what’s working and what’s not” help refine workflows and avoid blame.

The 3 Tips for Hiring a Virtual Assistant

Tip 1: Address Your Fears & Shift Mindset

(16:08–23:43)

• Hiring remotely can be nerve-wracking due to trust and reliability concerns.
• Focus on benefits: freeing up your own time to focus on clients and business growth.
• “What if it works, not what if it doesn’t?” Take small steps; test the relationship before handing over core responsibilities.

"It's the mindset...try to get a right fit for you. It might take you three attempts. Sometimes you can get the first attempt..." — Ruth, (18:42)

• Gradually increase trust; start with low-risk tasks and build up as the relationship solidifies.
• For therapists, ensure compliance with privacy laws—sign Business Associate Agreements and document HIPAA training.

Tip 2: Experience Isn't Everything—Hire for Core Values and Attitude

(23:43–29:47)

• Don’t overemphasize VA resume experience—the right personality and attitude matter more.
• Attitude, reliability, alignment with practice values, and communication are vital.
• Skills can be trained, but core values and a teachable spirit are essential.

“[Clients should look for] someone who will take care of your business as if it's their own and not so much someone looking for a pay. …You'd rather train somebody who is less experienced if they have a can do attitude.” — Ruth, (24:14)

• Hosts share that respectful, enthusiastic communication fosters lasting, effective VA relationships.

Tip 3: Invest in Training and Systems

(29:47–34:01)

• Take time to properly train your VA—don’t just “push tasks over” and hope for the best.
• Document systems and create “how-to” videos using tools like Zoom or QuickTime for efficient onboarding and future cross-training.
• Use project management (e.g., Asana), and communication tools (Slack) to enable asynchronous global teamwork.
• Training prevents confusion and supports consistent quality, crucial for sensitive tasks like client calls.

“When you've done something over and over again... it's muscle memory. …It's easier for you to teach somebody else...” — Ruth, (29:56)

Memorable Quotes & Timestamps

• “I was able to start that business and now it's running... born out of this podcast for sure.” — Ruth, (04:46)
• “The VA is really looking for someone who also holds your core values. ... Anyone can do tasks, but really to be invested in people.” — Katie, (27:34)
• “Do what you must and whatever else, delegate it. Give it to somebody to help you out.” — Ruth, (35:29)
• “People stay with people because of the relationship, not because of the job or what they get paid.” — Katie, (37:43)
• “I'm talking about fears. I better get over this fear...” — Ruth, (38:35)

Additional Insights

• Be clear about time zones and working hours when hiring globally.
• Use written/walkthrough documentation and how-to videos to empower the VA and reduce repeated training.
• For sensitive practice roles (like answering phones), provide extensive, structured training.
• Treat your VA and support team well: bonuses, shared wins, and relationship-building lead to better retention and collaboration.

Useful Resources & Tools Mentioned

• Upwork: Primary platform for hiring VAs
• Fiverr: For one-off or specialized tasks (not recommended for general VA roles)
• Google Drive, Asana, Slack, Zoom, QuickTime: Team organization and training tools
• Therapist-Specific VA Companies: Frances Harvey’s My Solution Services, Uriah Guilford’s Productive Therapist
• Business Associate Agreements/HIPAA documentation: For VAs dealing with confidential information

Actionable Takeaways for Private Practice Owners

• Start small and assess compatibility before giving access to sensitive systems.
• Document every process you want to delegate; create detailed how-to guides or screen recordings.
• Hire for attitude, not just experience—your VA will represent your brand to clients.
• Build in regular communication checkpoints (“What’s working, what’s not?”) to proactively solve problems.
• Treat your VA as part of your team—respect, clear communication, and shared values go a long way.

Timestamps for Key Segments

• [03:10] Ruth’s story and inspiration for starting a business
• [06:22] Ruth’s professional background and path to VA work
• [08:49] How the hosts and Ruth started working together
• [11:46] What Ruth looks for in an employer
• [13:10] The importance of systems
• [16:08] Tip #1: Overcoming fears and shifting mindset
• [23:43] Tip #2: Hire for attitude and values, not just experience
• [29:47] Tip #3: Importance of training and documentation
• [34:01] Addressing time zone and communication challenges with international VAs
• [35:29] Ruth’s final advice on delegation
• [36:20] Hosts’ favorite tools and closing thoughts

Final Thoughts

This episode offers a practical, heartfelt guide for private practice owners considering or preparing to hire a VA. Kate, Katie, and Ruth illustrate the value of building relationships based on mutual respect, clear processes, and shared purpose—making delegation a tool for scaling both business impact and personal fulfillment.