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00:00:07.373Welcome back to the Willpower Podcast, rockstars.
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00:00:10.669I am pumped for today's episode.
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00:00:33.365We have, as part of our AI versus virtual assistant season, two virtual assistants One that we work with who serves an outpatient practice in New Hampshire with multiple locations, and another virtual assistant who's on my direct team, and we're interviewing them to get behind the curtain and understand every aspect of what it's like to be a virtual assistant.
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00:00:38.363What are the highs, the lows, the challenges, what's it like working with Americans?
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00:00:43.164All the different things that we don't think about when we talk about virtual assistants.
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00:00:46.795And we're also going to get their take of artificial intelligence.
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00:00:48.319Are they scared by it?
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00:00:49.524Do they use it?
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00:00:52.137How do those things go together in the future?
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00:00:59.128We're gonna answer all these questions and more, and get to know some real heart of the humanity behind the future of healthcare.
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00:00:59.951Let's go.
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00:01:07.885I have met the best leaders with zero formal training in the Philippines, because they have focus and they have heart.
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00:01:32.501So when you're hiring, whether it's the Philippines or not, and especially if you're like considering ever going to the Philippines, to not find someone who's going to do the silly things that you don't want to do and be worried about the accent accent, all right.
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00:01:33.724Well, andre and Joe, welcome to the Willpower Podcast.
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00:01:35.430Let's have you guys introduce yourselves right out of the gate.
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00:01:37.234Tell us about you and what you do professionally.
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00:01:39.162Okay, I'm going to start it up.
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00:01:40.346So, hi guys.
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00:01:52.013My name is Joe, I'm a front office manager working remotely and leading a team of 14 filipino virtual assistants um supporting five physical therapy clinics in new hampshire.
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00:02:10.536What we do on a daily basis we do patient scheduling, billing, follow-ups, insurance verification and some more, so we are pretty passionate about streamlining healthcare operations while maintaining personal relations to our patients and to our co-workers in the US.
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00:02:13.463Very nice, that was very professional.
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00:02:19.574Jo, before we go to Andre, tell me about you personally, tell me about your family and maybe some success that you had that we're talking about.
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00:02:28.495Okay, well, I am a single mom to a well now going to college daughter, of which I'm pretty exciting Bittersweet.
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00:02:31.206I live with my mom.
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00:02:38.733I'm just a simple girl who just loves cooking when I'm not working.
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00:02:44.572I also sing and play musical instruments as my you know side gig.
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00:02:46.685You have such a great voice.
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00:02:49.449I want the audience to understand that when we get all of our team together.
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00:02:57.350There was one time I challenged you to sing and you did in front of the group and it was like professional level was so good.
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00:02:58.923I love that joke.
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00:03:00.426All right, thank you.
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00:03:06.042Yeah, filipino Andre also has a really good voice, even though you did country when we did karaoke.
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00:03:09.407Andre, tell, introduce yourself please okay.
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00:03:11.491So, hey guys, my name is andre.
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00:03:19.639I am I would say I'm a recruiter, my profession, I've I've had um six years of experience, uh, recruiting.
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00:03:30.379Initially, I would say career-wise, i've've started out as a healthcare recruiter, like actually recruiting healthcare providers in the United States, matching them with opportunities.
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00:03:32.067But recently I've shifted.
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00:03:42.649So I've spent the last year with Virtual Rockstar, connecting amazing talents in the Philippines with opportunities that would otherwise be available locally.
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00:03:44.664I love that.
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00:03:45.829Now tell me about you personally.
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00:03:52.325Me personally, I would say ooh, where do I even start?
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00:03:54.385I'll tell you where to start.
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00:03:58.967Talk about you being a leader and entrepreneur, because your vision is like to own a business one day.
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00:03:59.968Tell them about your ambition.
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00:04:01.211Yep.
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00:04:12.109So every day I work, I wake up with a burning desire to conquer the world so true, I, I just do there's.
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00:04:19.925there's like the world is ripe for the taking and if I don't get up and get after, it feels like it's a wasted opportunity.
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00:04:34.271So whatever opportunity I see, I just take it, and one day I envision owning my own business, being in the same space, doing similarly with Will.
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00:04:40.572I'd say, interests-wise, there are a lot of interests.
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00:04:42.879I also am very interested in music.
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00:04:52.064I played in a lot of bands before I was working and I like Star Wars.
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00:04:56.612I like a lot of things, man.
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00:04:58.774I don't even know where to start.
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00:05:00.581I think that's a good intro, Andre.
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00:05:01.744I just want people to get a sense of you.
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00:05:08.593Next on the Real PTs of Cuck 6 County.
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00:05:17.658Paperwork, crazy insurance and patient care can make you lose your mind.
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00:05:22.641Dude, I would have been this stressed out if I found out Chick-fil-A is closed on Sundays.
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00:05:28.884Dude, what you need to do is get on the 202, take it to Moholland and subscribe to the Stress-Free PT Newsletter.
00:05:28.884 -->
00:05:32.507Dude, I know how to get on the Moholland.
00:05:32.507 -->
00:05:39.851What I need to know is how this Stress-Free PT Newsletter, which comes out weekly, outlay, dude, don't you know?
00:05:39.851 -->
00:05:42.312Stress is the new smoking.
00:05:42.312 -->
00:05:44.375You need to take the antidote.
00:05:44.375 -->
00:05:50.098The newsletter comes out every week and totally provides you with fun information ways to de-stress.
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00:05:55.490It totally blows your mind.
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00:06:03.108So subscribe to the stress-free PT newsletter today.
00:06:03.108 -->
00:06:09.189Stress PT newsletter Made by PTs For PTs Launch launching on July 21st.
00:06:09.209 -->
00:06:10.255I mean it's going to get better than that.
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00:06:12.300We nailed it.
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00:06:21.454Let's get right into the nitty gritty, because right now their minds are being blown.
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00:06:28.218They're like, wait a minute, people who've never worked with VAs are thinking, wow, they speak perfect English and da-da-da-da-da, because all the things that are like stigmas.
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00:06:30.107But what got you guys into being a VA?
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00:06:34.509Let's get into the background for the Rockstars as to like why did you choose this profession?
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00:06:36.865Rockstars is just obvious.
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00:06:47.766Like side note, joe is a virtual assistant for Virtual Rockstar who works for a client of ours, and Andre is on my core team working to help find the virtual assistants.
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00:07:03.509I thought it'd be really useful for people to understand the perspectives and see the humanity in this, because when people think about virtual assistants, they often think about being outsourced overseas, not understanding what's being said, lower customer service, and that's quite the opposite.
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00:07:04.552But let's get into why.
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00:07:09.411Why did you become a virtual assistant and what drives you from a place of passion?
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00:07:12.127Those might be two separate things, jo, but let's start with you.
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00:07:15.845Why did you become a VA and then, what drives you from a place of passion?
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00:07:24.690Okay, well, for the longest time I worked for a corporate company though it's a BPO company for Australian clients.
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00:07:31.127And then, come pandemic, all the offices had shut down, didn't have much option.
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00:07:34.937So I tried and ventured into the VA world.
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00:07:44.644Though I heard about a lot of stuff about it, I didn't really had a chance because I thought that working in a corporate is like somewhat stable, like would give me a stable income.
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00:07:49.851But then it blew my mind when I have researched about being a VA.
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00:08:04.829Not only the compensation is way much better than what I am getting when I was in a corporate world, but then I have the opportunity to work from home and spend more time with my family while earning more than what I was earning before.
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00:08:09.235So that really hooked me up in learning more about the VA world.
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00:08:17.607And you know, just putting myself out there sending all my resumes and I'm applying.
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00:08:20.497And luckily I stumbled upon Rockstar and it's history from there.
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00:08:22.725Well, I appreciate that.
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00:08:24.747It's such an interesting thing to see that motivation.
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00:08:28.550So what drives you from a place of passion, jo, like what is it that you're passionate about?
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00:08:44.423Well, before I was put into the corporate world, I had took up a healthcare course, I took up nursing, but then, because of a necessity, I didn't really, you know, pursue that passion.
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00:09:13.673But when I had ventured over the phone and conversing, learning medical things through my physical therapist and the owner of my business, has really ignited something in me.
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00:09:22.934Like my 19-year-old college self is being, you know, satisfied with what I am doing right now.
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00:09:25.288So that's pretty awesome.
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00:09:36.341That's neat that your daughter is graduating and looking at becoming a nurse in college, so you're fulfilling that healthcare passion and she's followed your lead, joe, what a beautiful story and I love that.
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00:09:40.206Andre same question Why'd you become a VA and what drives you passionately?
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00:09:42.168okay.
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00:09:52.241So I'd say I I became an offshore recruiter because I saw the untapped potential in um staffing everywhere.
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00:10:01.530Staffing is a problem for a lot of businesses and now, especially that I'm working with virtual rockstar, especially from from from places like the philippines.
00:10:01.530 -->
00:10:10.674There are so many highly skilled, hard-working professionals out there who just need the right platform and the right opportunity.
00:10:10.674 -->
00:10:14.330I wanted to be that bridge.
00:10:14.330 -->
00:10:17.749There's a lot of business to be made there.
00:10:17.749 -->
00:10:29.750It's also incredibly fulfilling to just connect people with worlds that change their lives, while helping businesses grow with the talent that they didn't even know that they needed.
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00:10:36.229Yeah, it's so true and it's a gift to be able to recruit the way that you do, and it's so cool that you can.
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00:10:36.971You guys rock stars.
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00:10:38.626You hear that passion in their voices.
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00:10:43.265It's something that we oftentimes get disconnected in the United States.
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00:10:48.230When we're just trying to quote, find ourselves At the end of the day, for both of you there was a financial motivation.
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00:11:07.806Just to give the rock star some context, the average Filipino makes between $1 and $3 an hour with the typical local positions, even with some of these BPOs, and then the potential for earning of that is literally three to four times that, even as they're working through an agency, like you guys are currently doing.
00:11:07.806 -->
00:11:17.605It's a powerful change in finance, but there's still this passion around what you found, your passion in it, whether it's healthcare or building teams in Andre's case, it's a really powerful thing.
00:11:17.605 -->
00:11:19.971So I want to know, I would like for you guys to share.
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00:11:21.302Let's go to Joe.
00:11:21.302 -->
00:11:23.125What's a day in your life look like?
00:11:23.125 -->
00:11:26.851Let's go with Joe on this one, because this is more typical of the audience, of what they're going to hear.
00:11:26.851 -->
00:11:27.833What is this typical day?
00:11:27.833 -->
00:11:30.822Because you're over how many VAs now?
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00:11:31.524Joe, 14.
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00:11:34.530So what does a day in the life of Joe look like at work.
00:11:36.301 -->
00:11:43.529Okay, well, first thing, my shift starts at 8.30 EST, so that's 8.30 pm here in the Philippines.
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00:11:47.162You PST, so that's 8.30 pm here in the Philippines.
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00:11:48.524You start at 8.30 at night, locally, got it?
00:11:48.524 -->
00:11:49.264Yeah, locally, that's right.
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00:12:01.772But 30 minutes before I already look into my messages because, as a leader, you have to check if your BAs had something, if something has an emergency, you know you need to make sure that you have coverage before the login time.
00:12:01.772 -->
00:12:03.884So I do check that first thing.
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00:12:22.169And then, because I'm not traveling anymore, unlike before, like I have to wake up like two to three hours before to prep myself, I only needed 30 minutes of my time to maybe something, pull up my tools ready, my device, my computer, and set up my office.
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00:12:45.230And then which is well, very convenient, if you might say and then when I log in, I just go over my virtual assistants, check on the updates, check their attendance, have a meeting with my owners, connect with the PT managers and just do my random day-to-day task within those five clinics that I oversee.
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00:12:49.948That's amazing, and so you're running this whole team, so it's a very supervisory-based role.
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00:12:56.772Yes, man, that is such a cool thing, and as you're going through this, you're living that passion of helping the healthcare companies grow and scale.
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00:13:02.381I have a totally different question for Andre, and I'm really curious about this one.
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00:13:11.936For you, bud, what is something that you do every day that the company owner in this case me has no idea that you're actually handling?
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00:13:25.495Well, I don't think you know that I put up a lot of fires that are just currently starting up everywhere in the company.
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00:13:28.009We are getting larger by the day.
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00:13:36.422I think per week we are doing on average the TA team.
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00:13:39.551We're doing like seven group interviews a week, if I'm not mistaken.
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00:13:47.131Six to seven group interviews and that number of V and our companies expanding rapidly.
00:13:47.131 -->
00:13:48.042And there's just I.
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00:13:51.909I answer a lot of questions way beyond talent acquisition.
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00:14:00.524That I think if I can just solve this I'm not gonna go to denise or kayla about this if I can just, um, if I can handle this, I'm just gonna answer it.
00:14:00.524 -->
00:14:01.046You know.
00:14:01.046 -->
00:14:04.657So I it's, it's a big part of my job.
00:14:04.657 -->
00:14:11.253Every, every single day I read emails and there's a lot of emails there um fires that need to be put out.
00:14:12.181 -->
00:14:12.724That's amazing.
00:14:12.724 -->
00:14:14.653I can't thank you enough for handling that, andre.
00:14:14.653 -->
00:14:28.522To put it in context, audience, this year we're in June, we're filming this on June 6th and, uh, it'll be released next month, in July, and this year alone, we calculated that we've hired over 100 virtual assistants so far this year, and so it's been.
00:14:28.522 -->
00:14:34.539Yeah, that's a lot of work, because there's this amazing team that you are a part of that is just crushing it.
00:14:34.539 -->
00:14:36.860I didn't know that you're putting out fires left and right, andre.
00:14:36.860 -->
00:14:38.005Thank you for doing that, man.
00:14:38.005 -->
00:14:41.386Yeah, I love it.
00:14:41.386 -->
00:14:52.528Okay, so I have to ask you when you first became VAs?
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00:14:52.909what was it like?
00:14:52.909 -->
00:14:53.832Adapting to the American culture?
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00:14:54.094Was that?
00:14:54.094 -->
00:14:54.977Were there cool things?
00:14:54.977 -->
00:15:08.524Challenges around that it's pretty cool, because working with Americans is very different.
00:15:08.524 -->
00:15:09.466You guys are so straightforward in a good way.
00:15:09.466 -->
00:15:10.369For me, um, it's all plain and simple.
00:15:10.369 -->
00:15:10.549You know.
00:15:10.549 -->
00:15:11.110What see is what you get.
00:15:11.110 -->
00:15:18.889Um, challenges is, of course, before I I didn't get much of your humor like are you talking about me personally or all of the americans?
00:15:18.889 -->
00:15:19.471Why?
00:15:19.471 -->
00:15:25.150You personally, but just you know in general, like um, if you know my boss, steve, yeah yeah.
00:15:25.191 -->
00:15:26.052Steve is a good guy.
00:15:26.052 -->
00:15:31.753You know, when he says something I have to pause and think if I have to laugh or not.
00:15:31.753 -->
00:15:35.970Then we put some time to get his humor.
00:15:35.970 -->
00:15:38.328But now we're pretty much okay.
00:15:38.328 -->
00:15:39.706I do get his humor.
00:15:39.706 -->
00:15:40.434So that's all good.
00:15:40.434 -->
00:15:40.826That's amazing.
00:15:40.826 -->
00:15:41.176That's amazing.
00:15:41.176 -->
00:15:41.296What about you, andre?
00:15:41.296 -->
00:15:43.083So that's all again, that's amazing.
00:15:43.345 -->
00:15:46.182That's amazing what about you, andre?
00:15:46.201 -->
00:16:13.400Well, me personally, since I grew up very westernized, being exposed to a lot of American media video games, movies and TV shows I did not have such a hard time adapting to it and I also actually have an American friend that I speak with almost every day, so I guess it's not as hard for me to make an adjustment to it, especially, um, since I've already been exposed to it and I've got a lot of relatives in america.
00:16:13.400 -->
00:16:25.412But definitely there is like that little transition into oh, am I, is this appropriate to say, is this, is this, um, is this crossing the line?
00:16:25.412 -->
00:16:30.551Because sometimes Filipinos will really really lose in our conversation.
00:16:30.551 -->
00:16:39.667You know we say a lot of stuff that we consider taboo in American culture, so it's definitely something you have to think twice before saying that.
00:16:39.667 -->
00:16:43.466But over the years I've gotten accustomed to it, like what to say, what not to say.
00:16:44.541 -->
00:16:53.922Yeah, that's interesting, andre, I almost want to ask you on air what those things are, but we'll get privately as to what those taboo things are, but for now I'm going to stay with you on this one.
00:16:53.922 -->
00:16:58.301I would like to know, and I'll ask both of you this, so I'll go to Joanne, to Joe after this.
00:16:58.301 -->
00:17:07.335But, andre, what kind of growth have you personally experienced as a result of your current role?
00:17:07.335 -->
00:17:11.411What's some of the personal benefit that you've gotten out of your role outside of money?
00:17:15.950 -->
00:17:18.980Okay, that's exactly what happened to me when I first joined Virtual Rockstar.
00:17:18.980 -->
00:17:28.451For the better part of my career I have been doing since there is a difference between recruiting and talent acquisition.
00:17:28.451 -->
00:17:34.048For the better part of my career, I've been recruiting Recruitment's just filling a hole, and that's what I did.
00:17:34.048 -->
00:17:41.894I recruited nurses for travel contracts and really the only reason for it was money business.
00:17:41.894 -->
00:17:53.044But now, since I've transitioned into Virtual Rockstar, it's more about hearing people, empathizing with them, knowing their story and knowing what kind of personalities would go well with a client.
00:17:54.586 -->
00:18:03.909It's been a game changer for me to do this instead of what I was doing before, because it's not just money that's the driving force in what I'm doing.
00:18:03.909 -->
00:18:09.382It's a passion and it's fulfillment Every single day.
00:18:09.382 -->
00:18:31.769It's very fulfilling knowing that I'm making a difference in the work that I do, not just with VAs, but also with our clients that are in the US struggling, struggling to make time for their family, struggling with their business, and it's really, really fulfilling for me.
00:18:31.769 -->
00:18:33.226So that's the word today fulfilling.
00:18:33.226 -->
00:18:37.008Yeah, it's a ripple effect.
00:18:37.008 -->
00:18:40.471Remember that conversation we had like almost a year ago.
00:18:41.654 -->
00:18:43.098Yeah, I mean both of you.
00:18:43.098 -->
00:18:44.082This is true.
00:18:44.082 -->
00:18:48.355Just because we're talking to Andre, I just yeah, you're meant for so many big things.
00:18:48.355 -->
00:18:59.118Your name is going to be well known and it's because of that passion and that urgency and I think there's so much humanity to that aspect of it, andre, I appreciate you saying that.
00:18:59.118 -->
00:19:00.544Joe, what about you?
00:19:00.544 -->
00:19:02.338What's something that you?
00:19:02.338 -->
00:19:13.179How have you personally grown from being a VA the outside of money, of course you have way better like balance with your kids and like, of course, the money's better, but like what's what's something?
00:19:13.179 -->
00:19:14.845How have you grown as a person during this journey?
00:19:15.776 -->
00:19:17.417I would copy Andre's word.
00:19:17.417 -->
00:19:19.200It's just the sense of fulfillment.
00:19:19.200 -->
00:19:25.729Um, I was a VA for the first months that I entered Virtual Rockstar.
00:19:25.729 -->
00:19:34.041During that time I get to have like a conversation with my business owner, with the client or the clinic owner.
00:19:34.041 -->
00:19:37.875It felt like I was not just an employee to her.
00:19:37.875 -->
00:19:50.117You know like I felt that I am contributing to her business, that my ideas are being seen, my suggestions are being taken seriously.
00:19:50.117 -->
00:19:52.463So that's something that you know.
00:19:52.463 -->
00:19:55.813It gives me a butterfly's interest.
00:19:55.833 -->
00:20:03.623I'm just talking about it it's because I haven't experienced that kind of um, boss and employee relationship before.
00:20:03.623 -->
00:20:13.275And then when I got promoted into a manager handling 14 virtual assistants, that's a total different story.
00:20:13.275 -->
00:20:22.307I get a sense of fulfillment handling Filipino virtual assistants, who had that same feeling when I first entered Virtual Rockstar.
00:20:22.307 -->
00:20:29.777You know they're earning way below and now they're very thankful and very fulfilled with how they work.
00:20:29.777 -->
00:20:31.882They have their work-life balance.
00:20:31.882 -->
00:20:32.522So that's an.
00:20:33.003 -->
00:20:36.998That's one aspect that I most feel the sense of fulfillment.
00:20:36.998 -->
00:20:41.528And then again, the sense of fulfillment that my owners, steve and irene.
00:20:41.528 -->
00:20:44.500They have their confidence in me.
00:20:44.500 -->
00:20:55.713Like they, they would give me authority to make decisions in my level, in my department, and that's something that is very empowering as a virtual assistant.
00:20:55.713 -->
00:20:56.917Even they're far away.
00:20:56.917 -->
00:21:05.526They make you feel like you're something important in the business and in return, I am very eager to make their business more and more.
00:21:05.526 -->
00:21:10.498Uh, how this is productive and I want their business to expand more.
00:21:10.498 -->
00:21:12.786I want to be with them when they fall.
00:21:12.786 -->
00:21:15.776So that's something that's very, very close to my heart.
00:21:15.776 -->
00:21:18.565I can feel the butterflies again.
00:21:19.347 -->
00:21:36.105Well, you guys are so amazing and I can tell you this that, like for me on that end, it's so empowering to hear how this position is empowering you right, because I think again, where people get it wrong when it comes to this idea of overseas help whether it's called VAs or anything else is that people are.
00:21:36.105 -->
00:21:51.297Those companies oftentimes aren't taking in the humanity of the people on the other end of the phone and when you're trying to do a business model where you're trying to get cheap labor, that's very different than working with leaders who have and creating new opportunities and rock stars.
00:21:51.297 -->
00:21:59.064Here's my experience People in the States we're talking healthcare practice providers, especially the PTs, ots and SLPs that I've worked with.
00:21:59.064 -->
00:22:12.528They are, I think, some of the best employers or leaders for people in the Philippines, because no one gets into our industry for money ever Like we are in it because of love and wanting to be leaders.
00:22:12.528 -->
00:22:14.601We just need people who can support the vision.
00:22:14.641 -->
00:22:19.580So the first time I hired someone overseas her name is Ann this was in 2021.
00:22:19.580 -->
00:22:25.059I hired her through a company kind of like ours now and there's a lot of good companies out there.
00:22:25.059 -->
00:22:32.866I found this person and she cried when I hired her and she was really open to like supporting me and everything I could.
00:22:32.866 -->
00:22:40.082So I poured into her and she grew and made more money and eventually she found a job making way more money somewhere else that I couldn't keep up with.
00:22:40.082 -->
00:22:48.460And I just remember like that whole journey for me, rock stars that was more impactful than becoming a healthcare provider and I don't say that lightly.
00:22:49.102 -->
00:23:04.838Being a healthcare provider is still who I am, but the reason I'm so passionate about this is because it's so amazing to see both the practice owners get the kind of help that they desperately need, while they're able to mentor and grow some of the best human beings on the planet.
00:23:04.838 -->
00:23:07.767So it's really cool to see how that goes.
00:23:07.767 -->
00:23:13.626What would you guys say are the biggest challenges of being a virtual assistant in your current roles?
00:23:13.626 -->
00:23:17.124I'm really curious what Andre is going to say, but Joe, you go first.
00:23:18.736 -->
00:23:28.089Okay, well, the challenge is well, I would say, the communication with the virtual assistants.
00:23:28.089 -->
00:23:32.105Like, if you don't have this, some of them are working in the provinces.
00:23:32.105 -->
00:23:35.123We're not in the same city, even though we're in the same country, right?
00:23:35.463 -->
00:23:36.246Yeah, a bunch of violence.
00:23:37.035 -->
00:23:46.384So the communication, that's one of the biggest challenges at the start because we don't know each other personally, we haven't seen each other personally face-to-face.
00:23:46.384 -->
00:23:54.021So building a relationship with this virtual assistants is very important so that they can be open to me and I can be open to them.
00:23:54.021 -->
00:24:01.342So that is one of the biggest challenges if you're leading a team of virtual assistants from my perspective.
00:24:01.342 -->
00:24:07.041But once you encounter that barrier with communication, you get to know them personally.
00:24:07.041 -->
00:24:12.174You share their passion, their vision, you know a little bit of the story of their family.
00:24:12.174 -->
00:24:27.260They're more than willing to open up and then you have like a synergized relationship within the team with the same goal, and then you embody that relationship through your bosses or through your owners, and then everybody's happy.
00:24:28.035 -->
00:24:30.079Yeah, so communication's big, culture's big.
00:24:30.079 -->
00:24:32.085But once that's in place it accelerates.
00:24:32.085 -->
00:24:33.367Andre same question.
00:24:35.934 -->
00:24:40.478Okay, so where do I start again?
00:24:40.478 -->
00:25:00.952Well, I'm not saying it's very challenging, but I think the most obvious thing that stands out is since we are a people business and there are challenges on both sides, not just with our VAs, but with our clients, not just with our clients, but with our prospective clients.
00:25:00.952 -->
00:25:05.566We are, I'd say, the middleman behind it all.
00:25:06.919 -->
00:25:15.454So challenges would be coordination, coordination of all the different moving parts between the owners and the employees.
00:25:15.855 -->
00:25:36.999Yeah, and setting up not just with that but also with expectations, making sure that expectations are aligned, not just with our partners but also our VAs, because sometimes over-promising might be a problem right In this industry.
00:25:36.999 -->
00:25:43.795Over-promising I'd say that's the number one challenge that I am dealing with on a day-to-day basis.
00:25:43.855 -->
00:25:45.079How do you mean over-promising?
00:25:45.079 -->
00:25:46.195What does that mean Like?
00:25:46.195 -->
00:25:47.617What do you mean by over promising?
00:25:50.762 -->
00:25:55.809Let's just say our let's start from the VA side.
00:25:55.809 -->
00:25:57.798So VAs they, they.
00:25:57.798 -->
00:26:02.048On the interview they say more stuff that they can actually handle.
00:26:02.048 -->
00:26:09.175I've seen this happen a lot of times, and also not just on our VA side, but with a partner side.
00:26:09.175 -->
00:26:13.664I'd say this is not over promising, it's under promising.
00:26:13.664 -->
00:26:22.429They initially hire them for a set of tasks that are just this, this, and that that they end up doing a whole lot of other stuff.
00:26:23.154 -->
00:26:28.557They become super VAs, where they're being hired for one thing, but then, after they get hired, they're doing 30 things and they're overwhelmed.
00:26:28.699 -->
00:26:39.006Yeah, that thing doesn't fly well if it isn't the right person, because the VA might take it the wrong way.
00:26:39.006 -->
00:26:49.067This is currently happening all over our company, not to expose, I don't care, I don't want this to be a commercial for Virtual Rock expose.
00:26:49.087 -->
00:26:49.409I don't care.
00:26:49.409 -->
00:26:51.713I don't want this to be a commercial for Virtual Rockstar.
00:26:51.713 -->
00:26:56.342I really want this to be a raw, real episode for people, because obviously I believe in our company, but I'm not trying to sell my services.
00:26:56.342 -->
00:27:03.383This is just using what we in this topic of freedom helping people understand the pros and cons, so like our problems are going to be.
00:27:03.383 -->
00:27:06.920Maybe some of them are unique to us, but I'm guessing a lot of companies go through this.
00:27:06.920 -->
00:27:10.066So, like this, this thing that you're talking about, is really important for people to hear.
00:27:10.886 -->
00:27:11.407Definitely.
00:27:11.407 -->
00:27:20.556Yeah, that's.
00:27:20.556 -->
00:27:23.486I'd say that's more like training and onboarding expectations, because clients often expect VAs just to hit the ground running.
00:27:23.486 -->
00:27:25.152You actually covered this in a previous episode.
00:27:25.152 -->
00:27:29.525But yeah, but every clinic or business, they have different systems.
00:27:29.525 -->
00:27:39.147Misaligned expectations about training or responsibilities can cause frustration on both sides of this setup.
00:27:41.615 -->
00:27:47.866Yeah, you're such a good salesman, you've gone from a place of when you've gotten recruits that you're ready to prep them for interview.
00:27:47.866 -->
00:27:58.986You used to be able to like help them get ready for the interview and be like hey, but now you're realizing like no, just show up like you are and let's try to get to the raw nature so that you don't oversell yourself.
00:27:58.986 -->
00:28:23.922And then, on my end that's what I see as well is you have these owners who are like I don't even know if I want a VA, and then it works out so well that they just start dumping on them Like it's kind of this, you know, and so you're, you're in the middle, like you said, helping cause we don't just like stop at hire You're, you're in there as well as Denise and others from our customer satisfaction team trying to resolve those issues and VAs.
00:28:23.922 -->
00:28:26.165I will say this Filipinos, is it fair to say this?
00:28:26.165 -->
00:28:35.417The culture of the Philippines is so respectful that sometimes it might challenge some VAs to be upfront with their employers.
00:28:36.220 -->
00:28:38.665That's, you're 100% on the money.
00:28:38.665 -->
00:28:43.616There Will we definitely avoid difficult conversations.
00:28:43.616 -->
00:28:55.365If we could, we're non-confrontational and that could sort of present a problem, because it's, it's, it's just gonna boil, it's gonna boil and boil.
00:28:55.365 -->
00:29:02.513Then, um, a few months later, it's, it's gonna become a big problem like oh, I can't anymore.
00:29:02.554 -->
00:29:07.025It's gonna come to the point of burnout yeah, and then they quit and you're like what happened?
00:29:07.025 -->
00:29:08.127It's like what happened there.
00:29:08.127 -->
00:29:18.734It's so interesting because you know, the culture is partly what I fell in love with in this journey in the Philippines because it's got its own flavor and it's kind of Americanized.
00:29:18.734 -->
00:29:29.944But the hardworking, sincere, best people just are coming from that culture and to a fault, like people I just are coming from that culture and to a fault, like all of our weaknesses are just our strengths amplified.
00:29:29.944 -->
00:29:37.988So this respectful nature turns into a limitation if we aren't like helping people, because in America an employee would never have a problem saying, yeah, I don't like that.
00:29:37.988 -->
00:29:41.743You know they'd be like, if anything, you have the opposite problem.
00:29:41.743 -->
00:29:42.465Where people are.
00:29:42.465 -->
00:29:44.980You find as an employer, you're trying your employees.
00:29:44.980 -->
00:29:49.051You might feel like you're trying to please your employees because they're constantly upset about things.
00:29:49.051 -->
00:29:53.261So it's a good problem to have, but it still results in failure if it's not addressed.
00:29:54.685 -->
00:30:01.586Yeah, so okay, guys, let's talk about what you wish private practice owners would know about hiring a VA.
00:30:01.586 -->
00:30:05.102Like what would you want them to know as, as someone who's like getting started in this journey?
00:30:05.102 -->
00:30:08.071What would you want them to know as as someone who's like getting started in this journey.
00:30:08.071 -->
00:30:09.601What would you want them to know?
00:30:09.601 -->
00:30:12.315Take your time, I'm going to start with Joe, but just what do you would?
00:30:12.315 -->
00:30:16.086What would you tell a potential person who's going to hire a virtual assistant?
00:30:16.086 -->
00:30:16.395What do you?
00:30:16.395 -->
00:30:18.123What would you want them to know about that experience?
00:30:20.036 -->
00:30:28.464Well, I just want them to know that they're in for a surprise, as we say, filipino VAs are very hardworking.
00:30:28.464 -->
00:30:35.023Like you, throw them a training sheet or a training document, give them one to two days and they'll be able to do it.
00:30:35.023 -->
00:30:39.425We are very like self-studying, self-training.
00:30:39.425 -->
00:30:40.579We're used to that.
00:30:40.579 -->
00:30:48.910But I just wish for the owners to know that we are also looking for dynamics.
00:30:48.910 -->
00:30:52.005I know the clinical job is pretty routine.
00:30:52.005 -->
00:30:55.104We do the same task every day.
00:30:55.104 -->
00:31:26.221There are several updates that would come up in the VAs, like point of contact programs for each clinics, and I encourage one person every month to do a leadership role, like for the whole team, and we'll take every month so that it's not going to be routine for them month, so that it's not going to be routine for them.
00:31:26.221 -->
00:31:32.390So it's something that I again I'm very grateful to Irene and Steve because all of my suggestions they take my heart.
00:31:34.954 -->
00:31:36.278Yeah they're great leaders.
00:31:36.278 -->
00:31:36.980Irene and Steve are phenomenal.
00:31:36.980 -->
00:31:44.838Yes, and when I suggested for us to have like an incentive program every month for a top performer VA, I did not.
00:31:44.838 -->
00:31:52.219You know, they did not second guess about it, they just loved Eritrea and those who came up with the same idea with the PTs.
00:31:52.219 -->
00:31:59.364Right now the physical therapists have their own scorecards and they have their awards, but their awards are brutal.
00:31:59.364 -->
00:32:03.780Like with us, we only have the top performer, the PTs.
00:32:03.780 -->
00:32:05.994They have their top and bottom performer.
00:32:05.994 -->
00:32:09.017The bottom performer gets like a trophy.
00:32:09.076 -->
00:32:32.727that is a poop trophy, oh wow very brutal, but again it's steve's humor, so it's funny yeah so there, I just wish that some of the owners would know that we are also looking for those kinds of um, like some a little bit of excitement apart from our routinary jobs every day.
00:32:32.727 -->
00:32:34.271So I love that Be.
00:32:34.352 -->
00:32:36.077Be get ready for a surprise.
00:32:36.077 -->
00:32:39.549And I think you said like trust, you know.
00:32:39.549 -->
00:32:44.464You know, once you get a relationship established to trust them, be surprised that you can trust them and that will go well.
00:32:44.464 -->
00:32:47.861Andre, what would you want the potential owners to know about this experience?
00:32:48.923 -->
00:32:54.662Okay, I think this would really be an interesting topic for me, since I actually I um.
00:32:54.662 -->
00:33:06.688Well, let me just begin by saying I wish they would, um, I wish they'd know to hire for potential and not just for skills, that's powerful.
00:33:07.568 -->
00:33:15.087Yeah, I know you touched on this a lot of times in the past in previous episodes, because I listen to this podcast religiously.
00:33:15.087 -->
00:33:18.481Every time I go on a walk I listen to this.
00:33:18.481 -->
00:33:36.599But anyway, it means you're not just checking off a list of past experiences, but you're actually looking deeper at someone's ability to learn quickly, grow into a role, adapt to challenges and bring that fresh energy into a team.
00:33:36.599 -->
00:33:52.060A VA might not have used your exact EMR or scheduling tool, but if they've shown initiative, critical thinking and, I'd say, resilience in similar environments, chances are they would get there fast.
00:33:52.060 -->
00:33:58.539They excel in that role Because tools can be taught, Skills can be learned.
00:33:59.201 -->
00:34:07.625But there's just some stuff that you cannot just change, like curiosity, humility and the tenacity to get things done.
00:34:07.625 -->
00:34:20.603Those come from within and you just cannot teach that, and I hope our potential partners would hold that in higher regard than just a specific set of skills.
00:34:20.603 -->
00:34:30.003But skills are you've got to have the foundation right, They've got to have some sort of experience, but I hope they're not as nitpicky with the technical aspect of it all.
00:34:30.876 -->
00:34:32.516Andre, that was gold Rockstars.
00:34:32.516 -->
00:34:36.706I need to punch something really powerful that Andre just laid out.
00:34:36.706 -->
00:34:37.896Listen to what he said.
00:34:37.896 -->
00:34:48.025Not even from just hiring someone overseas, but hiring in general, hire for potential, hire for mindset and alignment with culture.
00:34:48.025 -->
00:34:50.139Don't worry about skill set.
00:34:50.139 -->
00:34:53.998And you know, andre, it's interesting Cause I think that's that's the biggest takeaway.
00:34:54.280 -->
00:35:03.389Rock stars I want you to hear from Andre is like these are people, these are human beings in the Philippines with unlimited potential rock stars.
00:35:03.389 -->
00:35:13.336You've heard me say this before and I'm going to say it again, and this is from my background.
00:35:13.336 -->
00:35:18.835Being faith-based is that if we are, in my world, children of God and we have unlimited potential in life and we can become creators because it's literally in our DNA.
00:35:18.835 -->
00:35:21.480That isn't unique to any country.
00:35:21.480 -->
00:35:25.326Those are man-made boundaries that are silly.
00:35:25.326 -->
00:35:28.429This whole thing about humanity is what matters.
00:35:28.429 -->
00:35:36.929I have met the best leaders with zero formal training in the Philippines because they have focus and they have heart.
00:35:36.929 -->
00:35:49.867So when you're hiring, whether it's the Philippines or not, and especially if you're like considering ever going to the Philippines to not find someone who's going to do the silly things that you don't want to do and be worried about the accent or whatever.
00:35:49.867 -->
00:35:52.119I'm hoping these episodes are clearing that up in real time.
00:35:52.119 -->
00:36:01.635What I hope you'll take from this is you hire for heart and potential, because I will tell you and I'm not saying this to be nice you are going to hear these people's names.
00:36:01.635 -->
00:36:03.460You are going to hear Andre's name.
00:36:03.460 -->
00:36:06.688I can say that more definitively because he's directly under my wing.
00:36:06.688 -->
00:36:08.260You are going to know, andre.
00:36:08.260 -->
00:36:12.824He is going to be a force to be reckoned with in this world and that's why I hired him.
00:36:12.824 -->
00:36:14.487So I did that.
00:36:14.487 -->
00:36:22.329Look, I just really love that you say that, andre, because I wish people would know that too is that this is not just like offloading crap they don't want to do.
00:36:22.329 -->
00:36:29.391It's about building the best team they could have ever dreamed of, with the right people, and now it's starting to sound a little bit like a commercial.
00:36:29.431 -->
00:36:31.291So we're going to shift gears to artificial intelligence.
00:36:31.291 -->
00:36:32.432It's just, but it's how I feel.
00:36:32.432 -->
00:36:36.679It's how I feel it's what this is and it's why I'm so passionate about it.
00:36:36.679 -->
00:36:39.467So let's get into artificial intelligence.
00:36:39.467 -->
00:36:50.916I'm really excited about going this, going there with you guys, because I was told this is true that if I don't start looking at artificial intelligence as an owner of a virtual assistant company that we're going to be dead in the water in 10 years.
00:36:50.916 -->
00:36:52.583Some have said last time.
00:36:52.583 -->
00:36:56.094I want to know how you guys are thinking about.
00:36:56.094 -->
00:36:56.956Let's start with Andre.
00:36:56.956 -->
00:37:00.418So do you think that AI is going to replace virtual assistants?
00:37:01.360 -->
00:37:03.001No, definitely not.
00:37:03.001 -->
00:37:08.726I would say no, definitely no.
00:37:08.726 -->
00:37:11.528Ai falls short on a lot of things.
00:37:11.528 -->
00:37:27.637Ai can't do a lot of things that VAs can do is here to take your jobs.
00:37:27.637 -->
00:37:28.079You should be scared.
00:37:28.079 -->
00:37:31.434Ai is here to replace people, but the truth is, especially when we're talking about virtual assistants, it's not about competition.
00:37:31.434 -->
00:37:33.579It's more about collaboration.
00:37:34.641 -->
00:37:38.307Vas who are really thriving right now are not scared of AI.
00:37:38.307 -->
00:37:41.896They're the ones using it to really supercharge the productivity.
00:37:41.896 -->
00:37:42.836Well, think about it.
00:37:42.836 -->
00:38:08.253Ai can help you drop reports, even something as simple as drafting an email right For marketing stuff, brainstorming content, summarizing long emails, generate leads, even handle really boring, repetitive admin tasks things that would normally eat up hours upon hours, but now a VA can do all of that in just 10 minutes.
00:38:08.253 -->
00:38:14.063So, instead of replacing their role, AI would become a really powerful sidekick.
00:38:14.063 -->
00:38:26.702It frees up the VA to focus on high value tasks like communication, strategy and personal touches personal, human touches that AI just can't replicate.
00:38:26.702 -->
00:38:34.688I'd say the VAs who would win in this space are the ones who treat AI like a tool and not as a threat.
00:38:34.688 -->
00:38:42.188They're learning how to use it to their advantage, and that makes them 10 times more efficient and even more indispensable.
00:38:42.188 -->
00:38:46.465So VAs free up the practice owners right.
00:38:51.077 -->
00:38:52.880Yeah, ais free up the practice owners right.
00:38:52.880 -->
00:38:58.271Yeah, ais free up the vas, that's so cool factors in the whole equation seth, did you hear that?
00:38:58.271 -->
00:38:59.833Um, this is real time.
00:38:59.833 -->
00:39:06.407I want even I want this to be recorded, by the way, seth, I want you, as my, my, uh creative specialist, to hear that.
00:39:06.407 -->
00:39:07.588Let's put that out there.
00:39:07.588 -->
00:39:14.306So yeah, va's free up practice owners, or no, va's free up practice owners, ai's free up VAs.
00:39:14.306 -->
00:39:15.409That is so cool.
00:39:15.409 -->
00:39:17.661Joanna Joe, do you agree with that?
00:39:17.661 -->
00:39:20.420I do Feel free to disagree, though.
00:39:21.697 -->
00:39:23.041I do agree 100%.
00:39:23.041 -->
00:39:30.045If I just would correlate it to what's happening right now within our clinic.
00:39:30.045 -->
00:39:32.269We use ChatGPT.
00:39:32.269 -->
00:39:36.985I encourage my VAs to use ChatGPT for emails.
00:39:36.985 -->
00:39:37.407Why?
00:39:37.407 -->
00:39:40.054Because our VAs are multitasking.
00:39:40.054 -->
00:39:49.918They are receiving calls, doing welcome wear check-ins and then answering to emails, doing welcomeware check-ins and then answering to emails.
00:39:49.918 -->
00:39:58.561So if it's a general email, like just asking for a schedule or something that is very general, they already have a template made by chat gpt to respond to that, which helps a lot, right.
00:39:58.561 -->
00:40:11.420But again, chat gpt won't be able to respond if the patient would respond on a more personal level, like going to ask for something specific within their schedule.
00:40:11.420 -->
00:40:13.846So that's when the VAs would come in.
00:40:13.947 -->
00:40:18.880Again, when I would quote what Andre said about the human touch.
00:40:18.880 -->
00:40:32.880So VAs would have the adaptability, flexibility and, of course, the human touch and interaction in each of the tasks that we do With WelcomeWare.
00:40:32.880 -->
00:40:41.728It's pretty automatic when you put up the paperwork in the screen, the patient can just sign on the screen and something like that.
00:40:41.728 -->
00:40:47.487But most of the patients, what we come for at the kiosk is the smiles of the VAs.
00:40:47.487 -->
00:40:49.057How did I know that?
00:40:49.057 -->
00:40:51.023Because of the survey in WelcomeWear.
00:40:51.023 -->
00:40:52.807Welcomewear has a survey.
00:40:53.516 -->
00:40:57.565By the way, for those who are listening, WelcomeWear is the company that we work with for kiosks.
00:40:57.565 -->
00:40:58.268We're big fans.
00:40:59.295 -->
00:40:59.516Okay.
00:40:59.516 -->
00:41:06.909So it's super great because they have a survey and then the patients can write down what they think about their interaction with the VAs.
00:41:06.909 -->
00:41:18.885So when we started, the patients were very skeptic about like the video interaction, but when they saw the, you know the personalized way how the VAs talked to them.
00:41:18.885 -->
00:41:21.358I would say I love your hat, how do you do today?
00:41:21.358 -->
00:41:22.181And something like that.
00:41:22.181 -->
00:41:27.704They feel a human interaction even though we are far away or even though we're not in the clinics.
00:41:27.704 -->
00:41:37.563So this the AI tools they make our life easier but, again, clinics won't survive without a human interaction, especially with patients.
00:41:38.445 -->
00:42:00.065Yeah, I love that my vision for this and who knows for sure, but my vision for this is that the companies are going to have the healthcare providers, the owners, and then everything else will be AI through VA, and I love your vision of like we did not chat about this before audience rock stars, like I really wanted to know what they thought I didn't know, and it's cool to see that they're using this as a tool.
00:42:00.065 -->
00:42:01.215You know the AI is used as a tool to supercharge the VAs.
00:42:01.215 -->
00:42:03.581So then, andre, back to you.
00:42:03.581 -->
00:42:04.617Like what are your?
00:42:04.617 -->
00:42:05.722Joe mentioned some of her tools.
00:42:05.722 -->
00:42:08.224What are the tools that you love to use that are AI-based?
00:42:10.034 -->
00:42:12.501Well, not to be the back-in-my-day guy.
00:42:14.867 -->
00:42:15.507Back in your day.
00:42:23.715 -->
00:42:24.719Well, as much as possible.
00:42:24.719 -->
00:42:30.356I don't use AI to drop my emails if I can help it, but if it's something that's really long, I would use AI Probably.
00:42:30.356 -->
00:42:32.224I just use Gemini to do stuff.
00:42:34.117 -->
00:42:35.503Why Gemini over ChatGPT?
00:42:35.503 -->
00:42:37.659Just out of curiosity, Because those are similar products.
00:42:38.614 -->
00:42:41.643It's free and faster and it's like a similar.
00:42:43.259 -->
00:42:43.661Do you know that?
00:42:43.661 -->
00:42:46.500I pay for the advanced Gemini version for our virtual rock star.
00:42:46.500 -->
00:42:49.262As a side note, you have access to the highest level of virtual.
00:42:49.262 -->
00:42:50.617This might be Seth.
00:42:50.617 -->
00:42:53.340We might want to cut this, but just so you know we have access to the highest level.
00:42:53.340 -->
00:42:54.123I don't know that.
00:42:54.403 -->
00:42:55.286I don't know that we I don't know that.
00:42:55.286 -->
00:42:56.688I don't know that we're paying for anything right now.
00:42:56.688 -->
00:43:00.751I'm just very manual the way that I source people.
00:43:00.751 -->
00:43:04.264Okay, so there's this AI tool called Vivian.
00:43:04.264 -->
00:43:10.005I'm not sure if you know that it's a recruiting tool that just screens resumes for you.
00:43:10.186 -->
00:43:10.407Oh yeah.
00:43:12.036 -->
00:43:16.762Yeah, that's, vivian, what you have to use because you have hundreds of applicants.
00:43:16.802 -->
00:43:21.902for every open position that you hire for, you have hundreds of applicants, so you use some AI to help you screen.
00:43:22.715 -->
00:43:35.347To some degree, yeah, but there's nothing beats like you just screening the resume, because sometimes there's a lot of times that AI gets it wrong just picks up a few words and then calls it a good buyer.
00:43:35.347 -->
00:43:38.123So what we use in our ATS it's called Zoho.
00:43:38.123 -->
00:43:46.360I'm pretty sure you know that you pay for it To some degree.
00:43:46.360 -->
00:44:00.380There is an AI function there that ranks the resumes based on how qualified they are for the position, and I'm not sure how it does that, but sometimes I use it.
00:44:00.380 -->
00:44:22.474I I rent their resumes, but I would still need to use my human eye, my own discernment, to, um, judge these resumes based on how good they would fit for the role, because ai doesn't catch stuff like longevity or, uh, you know, yeah, all of like human nuances that are part of your personal background and experience.
00:44:22.554 -->
00:44:23.900Almost the feel of it, yeah.
00:44:24.735 -->
00:44:26.900Yeah, yeah, there's just like I said.
00:44:26.900 -->
00:44:29.782There's just some stuff that AI cannot replicate.
00:44:29.782 -->
00:44:33.483It can catch words, like on the skills part of the resume.
00:44:33.483 -->
00:44:37.306It can catch, like, let's just say, emrs.
00:44:37.306 -->
00:44:42.146It picks up a certain EMR and places that candidate very high up the list.
00:44:42.146 -->
00:44:50.849But then again you take a look at the resume and see, oh, this candidate has been jumping from job to job within the last few months.
00:44:50.849 -->
00:45:02.358Even They've had three jobs in the past six months and to me that's not as attractive as what AI is telling me six months and to me that's not as attractive as what AI is doing.
00:45:02.358 -->
00:45:06.947So I guess that would be the most relevant AI application that I use in my job, but pretty much everything is manual I do.
00:45:07.795 -->
00:45:08.317I love that.
00:45:08.317 -->
00:45:08.838All right.
00:45:08.838 -->
00:45:22.157So I want to now ask you guys what is a part of your job that you wish AI could take over, and what's a part of your job that you hope AI will never touch?
00:45:22.157 -->
00:45:23.579I'll start with Joe.
00:45:23.579 -->
00:45:24.161I'll go first.
00:45:24.541 -->
00:45:27.067Yeah, Insurance verification.
00:45:27.067 -->
00:45:28.996Please Take it away.
00:45:29.016 -->
00:45:29.496Take it away.
00:45:29.496 -->
00:45:33.862Okay, you know, it's just calling these insurance companies.
00:45:33.963 -->
00:45:36.485It's just calling these insurance companies.
00:45:36.485 -->
00:45:38.148It's just taking a lot of time.
00:45:38.148 -->
00:45:39.490Oh, it's horrible.
00:45:39.490 -->
00:45:49.199Yeah, the waiting line on the phone is like over 30 minutes, when, in fact, if we have AI who would run insurance verification, can do it in a minute.
00:45:49.199 -->
00:46:02.856So I really pray and hope that we do have an AI for insurance verification and authorization request as well, so that would take a lot of you know, the stuff from our shoulders.
00:46:02.856 -->
00:46:08.748And then what I wish AI wouldn't take away is still the check-in process.
00:46:09.494 -->
00:46:10.878Because you have a very personal human.
00:46:10.878 -->
00:46:14.657You guys are patient, facing on screens like you're very progressive.
00:46:14.657 -->
00:46:15.778You don't want that to go away.
00:46:16.360 -->
00:46:24.943No, I don't, Because having a relationship with a patient, it's something that is vital to our jobs.
00:46:24.943 -->
00:46:30.724My virtual assistants they feel very connected when they talk to patients.
00:46:30.724 -->
00:46:34.275Like most of the patients in the PTs are going there twice a week.
00:46:34.275 -->
00:46:36.862Twice a week they practically know each other.
00:46:36.862 -->
00:46:41.121Like when they see each other in the screen they would say, oh, how did your week go?
00:46:41.121 -->
00:46:42.706You said you were going to be on vacation.
00:46:42.706 -->
00:46:43.556What happened then?
00:46:43.556 -->
00:46:48.907So it's something that is again taking them out of the routine task every day.
00:46:48.907 -->
00:46:56.543Just having a conversation with those patients is something very refreshing in experiencing our day-to-day task.
00:46:56.543 -->
00:46:58.827So no, I don't wish for that to go away.
00:46:59.454 -->
00:47:08.262It's interesting because a lot of people, when I talk to very successful progressive people, joe, they tell me they're like well, I don't want to work with VAs because I'm worried about losing the human touch.
00:47:08.262 -->
00:47:09.539Isn't that so funny?
00:47:09.539 -->
00:47:20.226That the thing that you hope AI never touches is the fact that you guys are owning the human touch so well and in that practice we've seen increases in percentages of arrival.
00:47:20.226 -->
00:47:22.239So I love that you shared that, andre.
00:47:22.239 -->
00:47:22.862Same question.
00:47:24.565 -->
00:47:24.806Okay.
00:47:24.806 -->
00:47:33.780So if there's one thing that I wish AI could do better, it's screening resumes, but on a human level, like you want that off your plate.
00:47:33.835 -->
00:47:35.822You would love for it just to be like here's your best 10.
00:47:36.655 -->
00:47:48.244Yes, exactly, not just keyword matching or checking for buzzwords, but actually sensing the potential in someone Like can this person grow with the client?
00:47:48.244 -->
00:47:50.181Are they a good cultural fit?
00:47:50.181 -->
00:47:53.244Are they hungry, coachable and adaptable?
00:47:53.244 -->
00:48:21.400Those are the things that don't always show on paper and I'm not sure how AI would do that, but maybe in the future, right, I'd love it if AI could just handle the initial grunt work, just sift through the noise shortlist based off of values or soft skills that align with what clients need, and that just neatly slot interviews into one block of my calendar, like choose your interview power hour back-to-back high potential candidates go.
00:48:21.400 -->
00:48:22.804That would be amazing.
00:48:22.894 -->
00:48:23.619Oh, freaking cool.
00:48:23.619 -->
00:48:24.221I love that.
00:48:25.036 -->
00:48:26.682Even with all that automation.
00:48:26.682 -->
00:48:30.739Well, I don't think I'd ever want to fully give up that human connection.
00:48:30.739 -->
00:48:37.425For me, recruiting just isn't about matching skills I am a big proponent of that.
00:48:37.425 -->
00:48:44.097It's about seeing people, their energy, their communication, their passion.
00:48:44.097 -->
00:48:49.679I still want to be the one that taught the, guide them, and it's a root for them.
00:48:49.679 -->
00:48:55.121That part, that's the part that AI just can't replace and honestly, I wouldn't want it to.
00:48:55.121 -->
00:49:00.007But maybe someday in the future where AI could develop feelings of its own.
00:49:03.940 -->
00:49:07.873I think that's an interesting perspective because right now again, what's interesting?
00:49:07.873 -->
00:49:21.329When people look at AI versus VAs, there's this like conception for many beginners that VAs is a distancing from the relationship because people aren't physically in a room Not that that doesn't create challenges, but there's definitely still a human.
00:49:21.329 -->
00:49:24.864As long as you get the right human, it's going to be more than fine.
00:49:24.864 -->
00:49:33.101If the AI ever gets to that point where it can match that, I have a feeling that the world will be at such an advanced place that most people don't have to work.
00:49:33.101 -->
00:49:38.605We're probably going to have more than enough food and water and shelter and opportunity to live a different life.
00:49:38.605 -->
00:49:42.422But until then, I agree, that connection just can't go away.
00:49:42.664 -->
00:49:44.847All right, let's get into our rapid fire.
00:49:44.847 -->
00:49:46.500We're at the end of our podcast.
00:49:46.500 -->
00:49:52.327We're gonna do some rapid fire a little bit different with YouTube versus what we're doing across the board, because I want it to be more VA specific.
00:49:52.327 -->
00:49:56.784So let's answer as briefly and quickly as we can.
00:49:56.784 -->
00:50:02.079We're going to go Joe, then Andre, and then we'll reverse it just to kind of match it up.
00:50:02.079 -->
00:50:04.025So, Joe, starting with you, what's your favorite part of the job?
00:50:06.255 -->
00:50:07.199Talking to my VAs.
00:50:07.659 -->
00:50:08.965Talking to your VAs, andre.
00:50:10.094 -->
00:50:11.981Connecting people with the right opportunities.
00:50:12.744 -->
00:50:13.144Love that.
00:50:13.144 -->
00:50:15.762What's the least favorite task you still have to do?
00:50:15.762 -->
00:50:17.306Andre, I guess you answered it.
00:50:18.394 -->
00:50:18.675Same.
00:50:18.675 -->
00:50:22.887Sometimes it might end up being a bad hire and I have to do it all over again.
00:50:23.655 -->
00:50:24.898Yeah, repetition in the work.
00:50:24.898 -->
00:50:25.440Got it, joe.
00:50:25.440 -->
00:50:26.423What's your least favorite task?
00:50:26.423 -->
00:50:26.925You still have to do.
00:50:27.835 -->
00:50:28.342You know it.
00:50:28.342 -->
00:50:30.157Insurance verification Verification.
00:50:30.538 -->
00:50:32.262Yeah, all right.
00:50:32.262 -->
00:50:37.202What's the one thing that made you cry, happy or sad, since becoming a VA?
00:50:37.202 -->
00:50:39.130Joe, happy tears, but what was one thing that made you cry, happy or sad, since?
00:50:39.170 -->
00:50:39.452becoming a VA.
00:50:39.452 -->
00:50:40.135Jo Happy tears.
00:50:41.958 -->
00:50:43.202But what was one thing that made you cry?
00:50:44.315 -->
00:50:51.079My VA telling me how much time she has now when she has a toddler.
00:50:51.079 -->
00:50:53.467She has more time with her toddler.
00:50:53.467 -->
00:50:55.222She's crying and just bawling.
00:50:55.222 -->
00:50:56.918She can't believe she got a job like this.
00:50:58.523 -->
00:50:59.646Wow, wow, andre.
00:51:00.755 -->
00:51:07.686Okay, so this is not really rapid fire, but there's this one time where there's this VA that just thanked me.
00:51:07.686 -->
00:51:22.800She was on our candidate pool for like two months and then she told me that I really want to thank you because it's been months since we've had something decent to eat and wow, that's so humbling to me, Wow.
00:51:24.260 -->
00:51:24.661It's been.
00:51:26.021 -->
00:51:28.224Wow, Like that.
00:51:28.224 -->
00:51:33.166Maybe I didn't cry like actual tears, but emotionally I was really humbled.
00:51:33.166 -->
00:51:38.690I was like, oh, that it's that kind of impact that we are putting out.
00:51:39.291 -->
00:51:40.112Yeah, I love that.
00:51:40.112 -->
00:51:43.425I'm going to answer it because I feel like I need you guys to know.
00:51:43.425 -->
00:51:46.596For me, it was when I met you guys in person in the Philippines.
00:51:46.596 -->
00:51:52.635That day, that night, I got on my knees and just thank God that I got a chance to meet you guys.
00:51:52.635 -->
00:51:56.023All right, moving on Number 18.
00:51:56.023 -->
00:51:58.708Okay, let's get into this next question.
00:51:58.708 -->
00:52:02.838Jo, if your practice owner is listening right now, what's one thing you'd want them?
00:52:02.838 -->
00:52:04.659What would you like to say to them?
00:52:06.076 -->
00:52:14.204I just want to thank them for letting me be a part of the organization, like, really be a part of the organization.
00:52:14.204 -->
00:52:21.498They gave me authorization, they gave me liberty to make decisions for the business, and I'm just so happy to be a part of it.
00:52:22.601 -->
00:52:23.443Oh Jo, that's great.
00:52:23.443 -->
00:52:27.219Well, I am going to have to change that answer to that previous question.
00:52:27.239 -->
00:52:30.407I just want to add something to that?
00:52:30.407 -->
00:52:33.478Will I just want to add something to that?
00:52:33.478 -->
00:52:35.664I think it's because of your leadership.
00:52:35.664 -->
00:52:42.188That's why the business owners, the culture that we set you set for all the clients that we have.
00:52:42.188 -->
00:52:47.894They have the same drive and the same attitude towards their VAs.
00:52:47.894 -->
00:52:52.686I think it's what sets our rock star VA apart.
00:52:52.686 -->
00:52:59.188It's because you embody the culture with the clients and the clients would also embody it through their BAs.
00:52:59.188 -->
00:53:01.740That's why we feel so valued and seen.
00:53:01.740 -->
00:53:04.847We feel so seen, valued and very important.
00:53:04.847 -->
00:53:16.603So I thank you for that because, you know, not all the agency owners would exert the effort to you know, to have their culture passed on to the clients.
00:53:16.603 -->
00:53:18.467Not everybody does that.
00:53:18.467 -->
00:53:20.295So I really want to thank you for that.
00:53:20.597 -->
00:53:22.681Well that that means a lot to me.
00:53:22.681 -->
00:53:25.217It was one of the reasons I was so excited to have you on the show.
00:53:25.217 -->
00:53:36.826You're a people that I want to be like, um, so that means a lot to me, and I I will tell you this, and I want the rock stars to hear this too is that this is what happens when we hire great people, is they see the good in us.
00:53:36.826 -->
00:53:54.425I've had employees Joe and Andre that thought I was the worst, and there was a time where that was probably true, but I will tell you that the biggest difference in terms of value for me, in terms of like my purpose, has been to just surround myself with people who see the good side of me and believe in that.
00:53:54.425 -->
00:53:59.963And let me just tell you it is so easy you guys make it so easy to see the good side and what's potential for you.
00:53:59.963 -->
00:54:03.920So, rock stars, as you're listening, that's what's possible when we hire great people.
00:54:03.920 -->
00:54:09.443They, they are able to see the good and help you overcome the challenges that you face, which, for me, are many.
00:54:10.367 -->
00:54:12.414Joe and Andre, I can't thank you enough.
00:54:12.414 -->
00:54:13.014I have to.
00:54:13.014 -->
00:54:20.099I have to now pivot this to the question I'm asking at the end of all of these episodes and honestly answer.
00:54:20.099 -->
00:54:22.940It's the final definitive question of the interview.
00:54:22.940 -->
00:54:25.943Is it VA or is it?
00:54:26.182 -->
00:54:26.563AI.
00:54:26.563 -->
00:54:31.407It's definitely a co-lamb, ai x VA co lamb.
00:54:31.407 -->
00:54:32.907Looking forward to it.
00:54:33.927 -->
00:54:38.351Hey, seth, the wonderful and powerful creative specialist.
00:54:38.351 -->
00:54:44.996Let's mark that on the screen for the YouTubers and the people who are watching this podcast, keeping tally of the score.
00:54:44.996 -->
00:54:48.101Yeah, I want to thank you both for everything.
00:54:48.101 -->
00:54:58.257I don't even know how to begin to thank you other than just to say, at least for now, for being on the show and being yourselves and for all the amazing work you do.
00:54:58.257 -->
00:55:02.847The lives that both of you change are many, and it's not lost on the people who are fortunate enough to get to work with both of you.
00:55:02.847 -->
00:55:05.922I would love to just turn it over some parting words.
00:55:05.922 -->
00:55:07.246Final messages Jo.
00:55:07.934 -->
00:55:17.710Well, if you're a VA and you're watching this podcast or you're listening to this podcast, just be brave, go out there, explore.
00:55:17.710 -->
00:55:20.643There's a lot of opportunities in the VA world.
00:55:20.643 -->
00:55:23.543So you just got to equip yourself with skills.
00:55:23.543 -->
00:55:30.063Don't be afraid to apply into your resume and just build your confidence from zero.
00:55:30.063 -->
00:55:37.119Not everyone is confident at first, but as you build yourself, you talk to different people, you try and try.
00:55:37.119 -->
00:55:49.043You'll get there someday and you'll experience the best, highest paying jobs, the best of the both worlds, because you have time for yourself and for your family.
00:55:50.155 -->
00:55:52.503Man, such a great closing words.
00:55:52.503 -->
00:55:54.255Thanks for tuning into the Willpower Podcast.
00:55:54.255 -->
00:56:00.867As always, this is Will Humphries, reminding you to lead with love, live on purpose and never give up your freedom.
00:56:00.867 -->
00:56:01.989Until next time.
