Bryant West Psychology Uses Wing to Cut 100+ Admin Hours per Month

A team of clinicians delegates administrative tasks—such as patient scheduling and billing—to a healthcare-trained Wing Assistant, ensuring operational continuity and clinical focus.

Bryant West Psychology, located in Midtown Manhattan, provides comprehensive mental health services including individual, couples, group, and family psychotherapy, psychiatric medication management, and assessments for both adults and children. Despite a strong service offering, Bryant West faced administrative bottlenecks, particularly impacting their psychiatric division.

Bryant West Psychology

Stephen Schneider serves as the Clinical Director at Bryant West Psychology, where he specializes in treating mental health challenges such as depression, anxiety, and trauma. His practice focuses on building skills and resilience to foster personal growth and well-being.

The practice’s psychiatrists required significant administrative support for tasks like scheduling and confirming appointments, billing, and managing patient paperwork. These demands increasingly overwhelmed the existing administrative team, consuming up to 25 hours weekly and detracting from other essential duties.

Bryant West recognized that traditional executive assistants might not possess the necessary healthcare-specific knowledge, especially regarding HIPAA compliance, patient sensitivity, and billing intricacies.

Wing's HIPAA Training Sealed the Deal

Stephen Schneider, Clinical Director of Bryant West, sought a healthcare-specific Virtual Assistant (VA) service with HIPAA compliance training. After researching and reading positive online reviews, they selected Wing Assistant to address the practice’s growing administrative needs.

Stephen explored alternatives and settled on Wing’s Healthcare VA Plan, which stood out for its compliance-focused training.

Stephen says: “At first, I was a little unsure about communication—I’ve had experiences where language clarity or call quality were issues. But with our assistant, that was never a problem. His English is excellent, and everything’s been clear and smooth from day one.”

In addition, Wing’s specialized hiring process—with an average completion time of 12 days for specialized assistants like healthcare VAs and a stringent 0.66% hire rate—ensured only highly qualified candidates would be assigned to roles requiring both clinical sensitivity and administrative precision.

Wing healthcare VAs’ HIPAA compliance training ensures that all patient interactions and administrative processes meet strict healthcare privacy and security standards, which is essential for maintaining trust and regulatory alignment.

Wing met with Stephen, learned his requirements, and immediately set out to find the perfect fit.

Bryant West, Meet Ed, your Healthcare VA

Wing Assistant assigned Ed, or Edsel, a seasoned healthcare VA from the Philippines with over seven years of industry experience. Ed was onboarded swiftly, supported by Bryant West’s internal administrator, who transferred critical responsibilities smoothly from day one.

Wing Assistant maintained continuous behind-the-scenes quality assurance for Ed’s work through structured hierarchical support involving supervisors, team captains, and dedicated quality specialists. Daily check-ins via automated tracking systems and regular one-on-one coaching sessions ensured his consistently high assistant performance. Additionally, Wing Assistant proactively addressed potential issues through structured escalation protocols, swiftly resolving concerns identified during regular monitoring and feedback loops.

Seamless Integration and Impact

Ed seamlessly integrated into Bryant West’s existing workflow, quickly assuming responsibilities such as:

Scheduling and confirming patient appointments
Billing tasks, including insurance submissions and patient invoicing
Ensuring timely completion of patient paperwork
Recording incoming payments into the electronic medical records system
Monitoring clinician licensing and insurance requirements

“I’m really glad Wing was available to assist me with a well-trained, highly functioning assistant who was able to easily integrate into our practice and be helpful from day one,” Stephen said. He encourages other practices to adopt Wing’s specialized services to enhance efficiency.

Tangible Time Savings, Teamwide Relief

Ed’s addition immediately freed up approximately 20-25 hours per week of administrative labor, enabling Bryant West’s administrator to focus on higher-value tasks crucial for practice growth and service improvement. Ed’s proactive approach and detailed attention to patient communication and billing streamlined administrative processes and significantly reduced workplace stress.

Stephen described the Edsel’s impact as quietly transformative—improving operational order and reducing stress, even if indirectly. Patient care remained smooth and consistent, reflecting Ed’s effectiveness behind the scenes, backed by Wing Assistant’s robust quality control mechanisms.

From the outset, Ed’s responsiveness and thoroughness greatly eased administrative workloads and created a structured, stress-free environment for the broader team.