Welcome & Onboarding Guide

Chapter 01

Welcome to CIVA

I’m so excited to have you join CIVA.

My goal is to create a supportive, organized, and professional environment where you feel confident in your role and clear on expectations. This guide will walk you through everything you need to get started smoothly.

I’m looking forward to working together.

— Celenia Muller-Roman · Founder & CEO

About This Guide

This Welcome & Onboarding Guide is intended to provide general information about CIVA's culture, operational practices, communication standards, and available resources.

CIVA may update operational procedures, tools, communication practices, and client-specific workflows as business needs evolve, with appropriate notice when changes affect assigned responsibilities.

Any modification to the contractual terms of a subcontractor agreement must be documented and mutually agreed upon in writing.

Chapter 02

About CIVA & Your Role

CIVA is a virtual administrative support company specializing in healthcare practices, including Direct Primary Care, Direct Specialty Care, Concierge, Functional Medicine and membership-based clinics.

We focus on creating organized systems, improving workflows, and supporting providers so they can focus on patient care.

Your Role at CIVA

As a subcontractor, you will support assigned tasks based on client and operational needs. This may include:

Team Profile for CIVA

As part of building a strong and professional presence for CIVA, we enjoy introducing the talented professionals who support the practices we serve.

Team members may be invited to contribute a professional headshot and short biography for inclusion on the CIVA website or other company materials.

Participation in public team profiles is voluntary, and CIVA will obtain your permission before publishing your photograph or biography.

Chapter 03

Hours, Holidays & Availability

Hours + Availability

CIVA subcontractors maintain flexibility in managing their schedules based on accepted assignments, client service expectations, and agreed-upon project requirements.

Please communicate any changes in availability that may affect assigned responsibilities, turnaround times, or provider coverage.

Holiday Schedule

CIVA generally observes the following holidays, during which regular operations may be closed or reduced:

Subcontractors are generally not expected to provide CIVA client coverage on these days unless a specific assignment or coverage arrangement has been agreed upon.

CIVA will communicate anticipated holiday coverage needs in advance whenever possible. Subcontractors retain flexibility over their personal schedules, subject to accepted assignments and agreed client commitments.

Planned Unavailability & Coverage Coordination

CIVA subcontractors maintain flexibility in managing their independent work schedules, subject to the requirements of their accepted assignments and agreed-upon client service expectations.

Advance notification allows CIVA to coordinate coverage, adjust assignments, and communicate with affected practices as needed.

CIVA will acknowledge the notification and confirm any necessary coverage arrangements. Notification of unavailability does not constitute a request for employee-style paid time off or require approval of the subcontractor's personal schedule.

Subcontractors remain responsible for communicating changes that may affect accepted assignments, deadlines, or client service commitments.

Chapter 04

Communication

Clear, timely, and professional communication is essential to supporting our practices and maintaining smooth operations.

Communication Expectations

Subcontractors are expected to:

• Monitor relevant communications as needed to fulfill accepted assignments and agreed client response expectations.
• Communicate professionally with CIVA, assigned team members, and authorized client contacts.
• Ask questions when instructions or responsibilities are unclear.
• Notify CIVA promptly of delays, workload concerns, or issues that may affect client commitments.
• Escalate urgent or time-sensitive matters according to the assigned practice's workflows.

Communication frequency and turnaround expectations may vary by client, project, and assigned responsibilities.

Who to Contact

Provider Questions About CIVA Administrative Matters

CIVA manages its client service agreements, subcontractor assignments, coverage coordination, compensation arrangements, and related business matters.

If a provider asks about your CIVA compensation, contract terms, assigned hours, additional coverage, or changes to your responsibilities, please refer those questions to CIVA leadership.

Subcontractors should not independently negotiate or commit CIVA to changes in pricing, staffing, assignments, or service arrangements without prior authorization.

This helps maintain consistent communication and ensures that changes affecting CIVA's client agreements are coordinated appropriately.

Public Communications & Social Media

Protecting CIVA's client relationships, confidential information, and professional reputation is an important responsibility.

Subcontractors may accurately describe their general professional experience and identify CIVA as a company they have contracted with.

However, unless expressly authorized under an applicable written agreement, subcontractors may not:

• Publicly identify or tag CIVA's client practices, providers, or staff members in connection with CIVA assignments.
• Share screenshots, patient information, internal documents, proprietary workflows, or client-specific materials.
• Describe assignments in a way that could reasonably identify a confidential client relationship.
• Use CIVA's name, branding, or client relationships to imply endorsement, partnership, or sponsorship of an independent business.
• Use testimonials, reviews, recommendations, or endorsements obtained through CIVA client engagements to promote an independent business, during or after the subcontractor relationship.

Descriptions of work performed through CIVA must accurately reflect the subcontractor's role and must not imply that the services were independently contracted or delivered outside CIVA.

Chapter 05

Timely Completion & Follow-Through

At CIVA, we encourage timely task completion, proactive follow-up, and attention to outstanding responsibilities.

Whenever reasonably possible, tasks should be completed the same day they are received. Non-urgent tasks should be completed within 24 hours, and urgent or STAT matters should be addressed as soon as possible and escalated according to the practice's instructions. Specific turnaround requirements may vary by assigned practice, task priority, and established workflows.

When a task cannot be completed, there should be a clear understanding of:

1. 1Why it remains open
2. 2What the next step is
3. 3Who or what we are waiting on
4. 4When follow-up should occur
5. 5Whether CIVA or the practice needs to be notified

Our goal is to maintain visibility, accountability, and continuity so that important tasks do not fall through the cracks.

Chapter 06

Time Tracking & Compensation

CIVA uses Toggl Track to record subcontractor work hours, calculate compensation, and support client billing.

All subcontractors are required to accurately track their time while actively working on client-related tasks. This allows us to:

Weekly Time Submission Deadline

Timely submissions help CIVA process contractor payments accurately and maintain up-to-date client billing records.

If you discover a missing or incorrect entry after the deadline, please notify CIVA promptly so it can be reviewed and addressed in accordance with your subcontractor agreement and applicable payment requirements.

Compensation

Compensation is based on authorized work performed and accurately recorded in Toggl, subject to the terms of the signed subcontractor agreement.

Please ensure your time entries are accurate and complete, as Toggl serves as the primary record for subcontractor compensation and client billing purposes.

If you have questions regarding time tracking or whether a task should be tracked, please ask before proceeding.

Accurate time tracking helps ensure fairness, transparency, and proper support for both our team and the practices we serve.

Chapter 07

Tools, Tech Setup & HIPAA

Tools You May Use

Depending on your role, you may use:

Confidentiality + HIPAA

Protecting patient information, client confidentiality, and the trust placed in CIVA is a responsibility we take seriously.

All subcontractors are expected to comply with applicable HIPAA requirements, confidentiality obligations, and the security procedures established for their assigned practices. Our expectations include:

• Access patient and client information only when necessary for authorized assignments.
• Use approved communication platforms, EMR systems, and other authorized tools for client-related work.
• Protect login credentials, devices, and access to sensitive information.
• Do not disclose, download, copy, store, or share confidential information outside authorized systems or approved business purposes.
• Maintain a secure and private workspace when handling patient information or participating in work-related calls.
• Promptly report suspected privacy incidents, unauthorized access, lost or stolen devices, compromised credentials, misdirected patient communications, or other security concerns to CIVA as soon as discovered, following applicable practice-specific incident reporting procedures.
• Follow applicable practice-specific security procedures and escalation protocols.

CIVA does not provide VPN access. Subcontractors are responsible for maintaining a reasonably secure technology setup appropriate for their assigned responsibilities.

Protecting confidential information is an ongoing responsibility and continues beyond the subcontractor relationship as required by the signed agreement and applicable law.

Equipment & Tech Setup

To be ready to work, please make sure you have:

• A reliable, secure internet connection
• A laptop or computer capable of running our EMR and communication tools
• A headset or quality audio setup if your role involves calls
• A quiet, private space to protect patient confidentiality during calls or chart work

CIVA does not provide equipment or a VPN, so please ensure your setup is secure and dependable before starting client work.

Chapter 08

What Success Looks Like at CIVA

This is where you shine.

At CIVA, we are more than virtual assistants. We are trusted partners to the physicians and practices we support.

Our providers rely on us to help keep their practices organized, efficient, and running smoothly. Success in this role is not measured simply by completing tasks — it is measured by ownership, reliability, communication, and follow-through.

The CIVA Standard

The people who thrive at CIVA are:

Chapter 09

Getting Started & Support

Getting Started

Once your agreement is accepted:

1. 1You'll receive onboarding details and Gusto setup instructions.
2. 2Access to necessary tools and systems will be coordinated, as applicable.
3. 3Client assignments, training resources, and relevant workflows will be communicated.
4. 4Ongoing support will be available as you become familiar with your assignments.

Compensation for onboarding activities, training, and assigned work will be handled in accordance with the signed subcontractor agreement and applicable law. Any project-specific training or onboarding compensation arrangements should be communicated in advance.

Check-Ins & Team Coordination

To help subcontractors feel supported and maintain effective communication, CIVA may coordinate periodic check-ins based on the needs of an assignment or project.

These may include more frequent communication during initial onboarding, periodic updates as workflows become established, and additional discussions when questions or operational needs arise.

Check-ins are intended to support collaboration, address concerns, and ensure continuity of client services. Their frequency may vary depending on the assignment and the subcontractor's needs.

Growth Opportunity

As CIVA expands, subcontractors who demonstrate strong communication, reliability, and initiative may be given increased responsibility and client assignments.

Support + Questions

If you have questions at any point, please reach out — communication is always encouraged.

Welcome to CIVA — I’m excited to work together and build something great.

— Celenia

Appendix A

Clinical Support Addendum

For Licensed Practical Nurses (LPNs) & Licensed Vocational Nurses (LVNs)

This addendum supplements the CIVA Welcome & Onboarding Guide and outlines additional clinical expectations for nursing subcontractors.

Clinical Scope & Escalation

All nursing activities must remain within your applicable licensure, scope of practice, qualifications, and authorized responsibilities, including applicable state requirements.

Clinical decisions involving diagnosis, treatment, prescribing, or findings requiring provider interpretation must be escalated to the appropriate licensed provider.

Follow each practice's clinical protocols, documentation requirements, and escalation procedures. Urgent or potentially emergent concerns must be escalated promptly.

Clinical Team Coordination

CIVA's designated Clinical Lead or assigned practice contact may provide workflow guidance, training resources, and coordination support. This does not replace required provider oversight or applicable nursing regulations.