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Frequently Asked Questions (FAQ)
General Questions
What is Xillium?
Xillium is an enterprise solutions provider for US healthcare organizations, specializing in managing and optimizing remote operational, administrative, and clinical support functions. We help healthcare leaders address staffing, turnover, and remote team integration challenges through expert oversight, HIPAA-compliant protocols, and performance management. Our approach streamlines operations, enhances patient experience, and supports organizations in adapting to evolving healthcare demands.
What is a Virtual Medical Assistant (VMA)?
A Virtual Medical Assistant (VMA) is a clinical staff member who performs medical duties and administrative tasks remotely. Common tasks include reception, prescription refills, insurance verification, prior authorization, EMR data entry, patient communication, scribing, billing, coding, and referral management.
Who are your clients?
We partner with large healthcare organizations across the US, including multisite and multistate clinics, hospitals, Accountable Care Organizations (ACOs), Management Services Organizations (MSOs), private equity-backed practices, and other healthcare groups. Our clients range from primary care practices in specialties such as gastroenterology, cardiology, and neurology, to healthcare organizations that require scalable, consistent, and efficient operational support.
Where are your staff located?
Our staff are based in the Philippines, working remotely to support US clients. We’re headquartered in Iloilo with offices in Bacolod, Roxas, Cebu and Baguio. We maintain secure offices and infrastructure for our staff.
Are you a registered company in the US?
Yes. Xillium® is a registered LLC in the United States and operates an office in Cary, North Carolina, alongside our operations in the Philippines.
Compliance and Security
Are your Virtual Medical Assistants HIPAA-compliant?
Yes. All Xillium VMAs undergo comprehensive HIPAA training and demonstrate proficiency through testing. Our internal processes, including two-factor authentication, password management, and secure data storage practices, ensure a protected environment that aligns with HIPAA standards. VMAs are trained in best practices, compliance scenarios, threat mitigation, privacy protection, and security roles, earning them Xillium's HIPAA certification.
Do you have a HIPAA Business Associate Agreement (BAA)?
Yes. Before any services begin, a HIPAA Business Associate Agreement (BAA) is signed between Xillium and the client organization (covered entity or physician’s practice), typically executed through our Chief Operating Officer (COO). All BAAs are kept and managed by our Compliance Department.
What are your security protocols for protecting patient information?
We follow strict security measures to protect patient health information (PHI), including data encryption, secure access protocols, regular audits, and continuous staff training. We also implement behavior-based security measures, ensuring that our staff adhere to best practices in data protection. Our internal policies are designed to meet or exceed US healthcare security standards, and our staff undergo internal Security Certification, providing ongoing expertise and reducing risks to maintain HIPAA compliance.
Services and Operations
What services do your Virtual Medical Assistants provide?
Our Virtual Medical Assistants (VMAs) handle a wide range of administrative and clinical support tasks, including scheduling, patient communication, prior authorization, medical records management, referral tracking, scribing, and data entry. For practices and organizations involved in Value-Based Care, our VMAs also support processes like empanelment, risk stratification, and panel management, helping care teams coordinate more effectively and improve patient outcomes. We tailor our services to align with each practice’s workflows.
Are your medical assistants home- or office-based?
Our VMAs are divided into different setups: hybrid, in-office, and work-from-home, based on client needs and operational requirements. All staff, including those working from home, are supported by IT and management to ensure security and efficiency.
Can your VMAs access our Electronic Medical Records (EMR) system?
Yes. Our VMAs are trained to work with different EMR systems commonly used in large healthcare organizations, including EPIC and Athenahealth. To ensure secure access, all staff are provided with company-issued, US-sourced equipment, and personal devices are not permitted for work-related tasks. EMRs are only accessed through secure, compliant devices and networks. We also provide workflow-specific training to seamlessly integrate with your system, optimizing efficiency and maintaining HIPAA compliance.
How do you ensure the quality and reliability of your staff?
Our staff undergo a rigorous hiring and training process. We provide continuous support, monitoring, and skill development to maintain high standards. We also have systems in place for managing leave, performance, and turnover to ensure consistent coverage.
How is Xillium different from other outsourcing companies or staffing agencies?
We are a full-service solutions provider, offering comprehensive support for healthcare organizations. Unlike traditional staffing agencies, all of our team members are W-2 employees, not contractors or freelancers. We hire college graduates and each staff member is fully recruited, trained, and managed by Xillium, ensuring consistency and accountability. We handle compliance, onboarding, ongoing supervision, and daily operations, providing a higher level of service tailored to clients’ specific needs.
Can you support Value-Based Care and ACO operations?
Yes. We have experience supporting practices involved in Value-Based Care and ACOs, providing assistance with panel management, risk stratification, care coordination, and more.
Coverage and Support
How does your No Absentee Service work?
If your assigned VMA is unavailable due to leave, a Leave Support Team is deployed quickly to ensure uninterrupted support. This is built into our service, so there’s no disruption to your operations.
What is a Leave Support Team?
A Leave Support Team consists of trained staff who provide temporary coverage when your primary VMA is on leave, maintaining continuity in your clinic’s operations.
Do you provide support outside of regular business hours?
Yes, we offer
overnight services
and after-hours support, depending on your needs. We work with you to create coverage that fits your practice.
General Questions
How do we get started with Xillium?
You can reach out through our
contact page
. We’ll discuss your needs, recommend the right support, and guide you through onboarding. You can also connect directly with our sales team at 919-438-2735.
Do you have a long-term contract?
We offer flexible agreements tailored to your needs. Long-term contracts are available, but not required for all services.
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