RxWorks Virtual Assistant: a VA who works your recalls, debtors and stock reorders

Nobody googles “rxworks virtual assistant” out of idle curiosity. You search it because the whole hospital runs through that system, and the person confirming tomorrow’s consults, working the recall list, chasing the account that’s ninety days overdue and noticing the shelf has run dry of the dewormer is you, or your head nurse, in the gap between a dental and a difficult discharge.

And RxWorks is a capable system, which is part of the problem. It will generate a recall, hold a stock minimum, age a debtor and pull a management report. What it won’t do is pick up the phone, send the SMS, draft the wholesaler order or chase the overdue account. Almost every revenue-protecting feature in there ends in a step a human has to take, and most of those steps fall to people who would rather be on the floor with a patient.

The daily rhythm a VA runs in your RxWorks

Morning, before the first consult, the Diary gets a pass. Tomorrow’s appointments confirmed by call or SMS, cancellation gaps from yesterday backfilled, double-bookings caught, and the consult, surgery and grooming columns kept on the right resource so reception isn’t guessing which vet is where. Any overnight online bookings, whether through MyVetSites or whatever booking widget you run, get checked into the RxWorks Diary, eyeballed for the patient who booked a routine slot that is clearly an emergency, and matched to an existing client record so you don’t end up with three files for the same dog.

Then the part most clinics never quite get to: Recalls. This is where the recurring revenue lives, and where it quietly dies. Vaccinations due, parasite prevention lapsed, annual health checks, post-op rechecks that were booked verbally and never entered. Your VA works the RxWorks Recall function as an actual call and SMS list, logs each contact against the patient so nobody gets chased twice, and books the rebooking straight into the Diary instead of leaving it to age out in a run that nobody opens. A dental recall worked today is a booked dental next week. Done daily, that one habit usually covers the VA on its own.

Then money. A daily pass on open invoices and the Aged Debtors report, surgery and dental deposits requested before the booking is locked in so a $1,400 procedure is not a no-show with a held theatre, and account and payment-plan clients chased on a cadence you have approved. The VA processes what the vet team has billed. They never decide a fee, and they never quietly knock one off to make a difficult client go away.

Then stock, which in a clinic is real money sitting on shelves and, just as often, money lost when a line runs out mid-consult. Your VA runs the RxWorks reorder report, flags everything that has dropped below its minimum level, drafts the purchase orders to your wholesalers for a vet or manager to sign off, and receipts deliveries back in so the on-hand counts actually match what is on the shelf. Where a line keeps stocking out or sitting dead, they flag it for you rather than guess at the reorder level themselves. The controlled-drug register stays with licensed staff, always.

Across the day, the front desk. Phones and the clinic inbox during AU business hours, food and script-refill requests taken and routed to the vet or nurse who decides, referral and history requests packaged for the receiving clinic, and the general enquiries that otherwise pull a nurse off a catheter. The virtual receptionist layer is most of what clients feel on day one, because it is the noise that never stops.

And the end-of-day admin. The standard RxWorks management reports you rely on pulled and dropped where you want them, end-of-day takings reconciled against the day sheet so the till and the system agree, and the client and patient records kept clean as they go, duplicates merged, contact details corrected, so the database you run recalls and accounts off is one you can actually trust.

The honest bit

A few things worth saying plainly, because a page that pretends RxWorks is magic helps nobody.

Recalls only work if the recall rules were set up properly in the first place. RxWorks generates recalls off your product and service settings, so if your vaccination protocols or recall intervals were configured loosely years ago, a VA working the run will surface that mess fast. That is a good thing, but it is a configuration conversation with you or RxWorks support, not something a VA quietly rewrites on their own.

RxWorks is, for many clinics, a server or terminal-server system rather than a pure cloud platform. That is not a blocker, it just shapes how a remote VA gets in. They work through the same secure remote-access path your own staff use from home, a hosted environment, or a remote-desktop session your IT provider stands up. We work to whatever access method and security policy you already run, and we do not reconfigure your network, that stays with your IT.

The Aged Debtors report tells you who owes money. It does not tell you which of those clients is genuinely struggling, which is disputing a charge, and which is simply slow. A VA can chase to a script and a tone you set, but the judgement call on a hardship arrangement, a write-off or a difficult long-standing client stays a conversation for you. We would rather flag and ask than send the wrong message to a twenty-year client over an honest billing mix-up.

And stock reordering is admin, not buying strategy. A VA will run the report, hold the minimums and draft the orders, but the decision to switch wholesalers, change a reorder level or carry a new product line is yours. They keep the system honest. They do not set the policy the system runs on.

What stays with you

Veterinary is a regulated, clinical field, so the line here is firm and it is drawn in writing before day one. The VA does the operational and administrative work around the practice, never the clinical or licensed parts of it.

Clinical histories, consult notes, diagnoses and treatment plans stay with the vet team. Prescribing, authorising a refill, dispensing a scheduled drug and every entry in the controlled-drug register stay with licensed staff, and the VA’s RxWorks security access level has no door into them by design. Fee setting, discounts, write-offs and any decision that needs a vet’s clinical or commercial judgement stay with you. Anything a client says that sounds clinical, a worsening symptom, a question about a medication, an emergency, gets escalated to your team under a written rule rather than answered by the VA.

The notes part is not a policy we wrote on top of the software. It is a permission RxWorks itself enforces through its access levels. We just place the VA on a reception or admin level that opens the Diary, accounts, recalls and stock, and leaves the clinical record exactly where your registration obligations need it: with your vets and nurses.

What it costs and where to start

RxWorks admin and reception support sits on our admin tier, $12-17 AUD an hour excl GST, typically 10-15 hours a week, which lands most clinics around $500-1,100 a month. There is a $500 refundable deposit that is credited to your first month, a 30-day recalibrate-or-replace guarantee, and no lock-in beyond 14 days notice.

Placement takes 7-10 business days, with 5-7 days supervised inside your RxWorks before any solo work, starting with the Diary and recalls and adding accounts and stock admin once the basics are clean. Every VA is Manila-based, works your AU business hours, keeps credentials in 1Password and signs confidentiality on day one. We have made 87+ Australian placements since 2024, and Jenn takes every discovery call herself.

If you want the wider view, the veterinary clinics page goes deeper on how this fits a vet practice, the invoice chasing task covers the debtor-recovery side, and the VA cost guide has the full pricing picture. Otherwise, book a discovery call with Jenn and bring your last Aged Debtors and overdue-recall numbers, they tend to make the maths obvious.