How do I know if I’m ready for administrative support?

If you have tasks you’re ready to hand off, you’re ready. Signs include scheduling that eats your evenings, an inbox you dread opening, or billing follow-up that keeps slipping. If you can’t yet imagine someone else talking with your clients, updating your EHR, or managing your calendar, that’s okay too. Bookmark this page and reach out when the time is right.

How do I know if ONYX is the right fit for my practice?

A website can only tell you so much. That’s what the Insight Session is for. It’s a free, 30-minute conversation on Google Meet where we learn about your practice, you learn about how we work, and together we decide whether ONYX is the right partner for you. It’s not a sales call.

How do I start working with ONYX?

Schedule your Insight Session. If we’re a good fit, we’ll send your custom proposal, contract, and initial invoice. Once your first invoice is paid, we hold a systems and setup meeting, and most practices are fully supported within 1-2 weeks.

Who will be supporting my practice?

Do you work with practices outside of Georgia?

Yes. Hourly and partnership support is fully virtual, so we have the ability to work with practices anywhere in the U.S.

Services & Systems

Which EHR and practice management systems do you work with?

We regularly work in SimplePractice, Jane, TheraNest, and IntakeQ. If your practice uses a different platform, let us know. We learn new systems quickly.

Do you handle insurance billing?

Our billing support covers client balances, payment follow-up, and invoicing. We don’t submit insurance claims, but we’re happy to coordinate with your biller.

Is ONYX HIPAA compliant?

Our team is HIPAA-trained, and we sign a Business Associate Agreement (BAA) with every practice before accessing any client information.

What are your hours?

Live office hours are Monday through Thursday, 10am–5pm ET. Fridays are reserved for ONYX’s own business needs, and weekends are for family and fun. Messages sent Friday through Sunday are answered first thing Monday morning.

How quickly will you respond?

During office hours, we respond within one business day. Exclusive partnership clients receive immediate responses during their dedicated hours.

Packages & Hours

Do you have a minimum package?

Yes. The minimum hourly package is 10 hours. Organizational Intensives require a minimum of two 3-hour blocks (6 hours).

Why choose a larger package if the hourly rate is the same?

Every hourly package is $35/hr. Your package size determines how many hours are reserved for your practice on our calendar. Choose the volume that matches how much support your practice needs.

How are my hours tracked?

Time is tracked in 1-minute increments, and you will receive the date range in which your hours were consumed.

What if I don’t use all my package hours?

Package hours expire 90 days after purchase. Because your hours are reserved exclusively for your practice, they’re billed in full whether or not they’re used. We work hard to make sure every hour is put to good use, and it’s rare for a client’s hours to expire.

What happens when my hours run out?

Your package renews at the same level, and you’ll receive an invoice for your next block of hours, so your support continues without interruption.

Can I change my package?

Absolutely. As your practice’s needs change, you can upgrade or downgrade your package. Upgrades depend on availability, so let us know by email as soon as possible if you’d like to increase or decrease your support.

Billing & Policies

What is your billing process?

Packages are paid upfront when your contract is signed, which reserves your hours on our calendar. When your hours are used, your contract renews and you’ll receive an invoice for your next block.

What is your payment policy?

Initial invoices are due before services begin. Renewal invoices must be paid in full by the due date. If an invoice isn’t paid by its due date, services pause until the balance is paid, and late fees apply after 10 days past due.

Do you require a long-term contract?

No. Contracts renew automatically with payment of each new invoice, so there’s no long-term commitment.

What is your refund policy?

Because your hours are reserved exclusively for your practice and can’t be offered to other clients, ONYX does not offer refunds.

What is your cancellation policy?

We’d hate to see you go, but you can cancel at any time with at least 30 days’ notice by email to hello@onyxadminsolutions.com. Any hours not used by your termination date are forfeited.