Telehealth has become an integral part of health care, providing families with convenience and access regardless of their location. Our Virtual Visit Support Center (VVSC) plays a vital role in ensuring virtual visits run seamlessly for both families and providers. Whether it’s troubleshooting technology or offering compassionate guidance, our dedicated VVSC team works tirelessly behind the scenes to make virtual care possible—and exceptional.
What does the VVSC team do?
The VVSC bridges the gap between families and providers, ensuring virtual visits are smooth and stress-free. Certified Medical Assistants (CMAs) like Aleyda Rivera and Kaylor Handy, alongside Ambulatory Service Representatives (ASRs), handle a range of responsibilities from technical support to pre-visit processes.
“Our responsibility is troubleshooting,” said Ale. “If families run into issues with their audio or microphone, we’re there to help.” CMAs also verify patient information, collect consent and assist with insurance-related pre-check-ins, creating a seamless experience for families.
ASRs, like Veronica Lucatero, serve as the first point of contact for families new to telehealth. “If a patient’s MyChart is not active or they’ve never had a virtual visit, I activate accounts and walk families through orientation to ensure everything is ready for their appointment,” explained Veronica.
How have they grown?
The VVSC team has come a long way since its inception. “When we started during the pandemic, telehealth was still relatively new for many families,” said Anasia Stinson, VVSC Assistant Director. “Over time, we’ve refined our processes to make virtual visits as close to an in-person experience as possible. The team’s adaptability and commitment have been key to our success.”
Collaboration has been a cornerstone of the team’s approach. With a hybrid work model, team members alternate between in-office and remote days, relying on Microsoft Teams to stay connected and support one another in real time. To manage the high patient volume—sometimes up to 380 patients in a single day—the team implemented a “buddy system” to ensure seamless coordination. Kaylor, who co-developed the system, notes, “It’s helped reduce confusion during busy hours and ensured someone is always covering when needed.”
Providing compassion from afar
Technical expertise is only part of what the VVSC team offers. Compassion and empathy are equally essential. Ale reflected, “It’s so important to put yourself in the family’s shoes. Some are frustrated or overwhelmed. You have to remember you don’t know what kind of day they’re having.” As a bilingual CMA, Ale often assists Spanish-speaking families, helping them navigate the virtual process with ease.
Kaylor shared a memorable story about a shy young patient who rarely spoke during visits. “After a few visits, he started smiling and responding. His parents were emotional because they said he rarely opened up to anyone,” she said.
Anasia emphasized that working in the VVSC requires a unique blend of skills. “We look for individuals who are not only technically savvy but also adaptable and patient focused. Navigating complex systems while keeping families at the center of everything is crucial.”
Ale and Kaylor agree. “You have to love what you do,” Kaylor said. “Families can tell if you’re truly engaged.”
Skills that make a difference every day
By blending technical expertise with genuine care, the VVSC team ensures that families receive the high-quality care they expect from Texas Children’s, even in a virtual setting.
“For me, it’s rewarding to provide families with the support they need to have a successful, smooth virtual visit,” said Ale. “Even if things don’t go exactly as planned, we want families to leave saying, ‘We got the care we needed.’”
Thank you to the VVSC team for your innovation, dedication and compassion. You’re showing every day that virtual care can feel as personal as an in-person visit.