Virtual Care with a Human Touch: Inside Texas Children’s Virtual Visit Support Center
Telehealth has become an integral part of healthcare, offering convenience and access to families regardless of their location. At Texas Children’s, the Virtual Visit Support Center (VVSC) plays a vital role in ensuring that virtual visits run smoothly for both families and providers. From technical troubleshooting to empathetic patient support, the dedicated VVSC team is behind the scenes making virtual care possible—and seamless.
What the Virtual Visit Support Center Does
The VVSC serves as a bridge between families and healthcare providers during virtual visits, ensuring that everything runs smoothly before, during and after the appointment. Certified Medical Assistants (CMAs) like Aleyda Rivera and Kaylor Handy, along with Ambulatory Service Representatives (ASRs), handle critical responsibilities that range from technical troubleshooting to guiding families through pre-visit processes.
“Our responsibility is troubleshooting. If families run into any issues with their audio or microphone, we’re able to provide technical support to make their virtual visits happen,” explains Ale. CMAs like Ale and Kaylor also verify patient information, collect consent and assist families with insurance-related pre-check-ins. Their role doesn’t just involve technical assistance—they’re there to create a seamless, reassuring experience for families.
ASRs, like Veronica Lucatero, are the first point of contact for families who may be new to telehealth. “If a patient’s MyChart is not active or they’ve never had a virtual visit before, I activate accounts and walk families through orientation, making sure everything is ready before the appointment day.”
Evolution and Teamwork
Since its inception, the VVSC has adapted to the growing demand for virtual care, implementing innovative solutions to improve service. According to Anasia Stinson, VVSC Assistant Director, “When the team was launched during the pandemic, telehealth was still relatively new for many families. Over time, we’ve worked on refining 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.”
One of the VVSC’s greatest strengths is its collaborative culture. With a hybrid work model, where team members alternate between in-office and remote days, maintaining clear communication is crucial. The team relies on internal communication systems to stay connected and provide real-time support to one another.
To manage the high patient volume—sometimes up to 380 patients in a single day—the team developed a “buddy system” to streamline workflow and prevent confusion during peak hours. Kaylor, who co-developed this system, recalls, “We saw how chaotic it was when multiple team members were jumping into schedules, and families were confused. The buddy system made everything smoother, ensuring someone is always covering when needed.”
Compassion From Afar
Offering empathy and understanding to families is equally important to the technical support provided by the VVSC team. Often their personal experiences help them connect with our families even from a distance.
“It’s very important to put yourself in the family’s shoes,” says Ale. “Some are frustrated or overwhelmed. You have to remember you don’t know what kind of day they’re having or what they went through to get to this point.” Being bilingual has also allowed her to assist Spanish-speaking families who might struggle with navigating the virtual process.
Kaylor shares a touching story about how consistency and kindness made a difference for a patient: “There was a boy who never spoke during visits because he was very shy. After a few visits, he started smiling and responding. His parents were shocked and emotional because they said he rarely opened up to anyone.”
Key Qualities for VVSC Team Members
Working in the VVSC requires a unique blend of skills. Anasia describes what she looks for in candidates: “We seek individuals who are not only technically savvy but also have a high level of empathy and adaptability. Being able to navigate complex systems while maintaining a patient-first mindset is essential.”
Both Ale and Kaylor agree, emphasizing the importance of enjoying the work and being patient focused. “You have to love what you do,” says Kaylor. “Families can sense whether you’re really engaged or not.”
Making a Difference from a Distance
The VVSC team’s efforts ensure that families receive the same quality of care they would expect in person at Texas Children’s, even in a virtual setting. By blending technical expertise with genuine care, they help families feel supported throughout the process.
“For me, it’s rewarding to be able to extend the help that families need to have a successful, smooth virtual visit,” said Ale. “Even if it didn’t go exactly as planned, we want families to leave saying, ‘we got the care we needed.’”
As telehealth continues to grow, the VVSC team at Texas Children’s remains committed to delivering exceptional care and support. Their dedication, innovation, and compassion make them an integral part of the healthcare system.
Interested in joining a team that makes a real difference in the lives of families every day? Explore opportunities at Texas Children’s and Be the Difference in virtual care.
