AADOM Featured Company Interview – Reach
AADOM Featured Company is a 30-minute live, interview-style presentation sharing the company’s mission, product/service, and best practices for office managers.
Video Description:
Reach is a leading provider of dental virtual assistants for dental practices, helping practices across the United States solve three of their biggest challenges: staffing reliability, rising labor costs, and missed patient opportunities. Each assistant is carefully selected to support practices with high-impact tasks like phone call handling, insurance verification, revenue cycle management, patient billing, and other administrative work.
Unlike general outsourcing models, Reach delivers fully dedicated team members who work directly inside each practice’s systems and workflows as an extension of the in-house team.
Since 2016, Reach has grown from supporting 35 offices to over 3,000 practices nationwide. The company has been named one of the fastest-growing in the country by Inc. 500 and has been repeatedly recognized by the Salt Lake Tribune as one of Utah’s Best Places to Work.
Front Desks Aren’t Underperforming. They’re Overloaded.
The system is built to miss opportunities. The right support changes that.
Dental practices often feel operational pressure first at the front desk. The same team often covers inbound calls, scheduling changes, patient questions, insurance-related tasks, and documentation. When demand spikes, response time and follow-up consistency are usually the first areas affected.
A few numbers help put scale behind these bottlenecks, including 32% of inbound calls during business hours being missed, 56% of patients being overdue for a cleaning, and an average of $2.4M in unscheduled treatment per practice. When these gaps persist, schedules soften, overdue hygiene grows, and diagnosed treatment remains incomplete.
Given the pressure reflected in these numbers, Virtual Assistants can support the existing front desk team by owning defined, structured workflows inside the practice’s systems under agreed scripts and escalation rules. The model is evaluated on scope clarity, system access, onboarding discipline, and performance tracking.
Why Practices Adopt Remote Support
Remote support is also used to add operational capacity without increasing overhead at the same pace as in-office hiring. For a healthcare receptionist, an average monthly cost is cited at $3,840, and the fully loaded cost of an employee is estimated at roughly 1.25 to 1.4 times salary once taxes, paid time off, and related expenses are included.
By comparison, based on the average cost of hiring a VA service, practices often pay approximately half of the average U.S. cost, positioning this model as roughly 2x more cost-effective. This is largely driven by currency differences when hiring from the right talent markets, allowing practices to achieve meaningful cost efficiency without compromising talent quality. In many cases, compensation for these roles places professionals among the top 20% of earners in their local markets.
This dynamic also helps explain stability indicators in these roles. Between 84% and 97% of professionals report satisfaction with their work, and 83% remain in their roles for more than a year. This higher retention, supported by competitive compensation relative to local career options, can translate into fewer retraining cycles and more consistent operational performance.
What VAs Typically Own, And Where Impact Shows Up
In most implementations, Virtual Assistants act as an extension of the in-office team, taking ownership of structured, repeatable workflows within the practice’s standards, scripts, and rules. This shifts routine follow-up and administrative execution away from the front desk, allowing the in-office team to focus on patient interactions, exceptions, and service recovery, while also protecting revenue and patient experience across the most critical workflows:
- Phone coverage and scheduling: answering calls, booking appointments, managing confirmations, and reducing missed-call leakage.
- Recall and reactivation: outreach to overdue hygiene patients, documenting outcomes, and continuing follow-up until booked or dispositioned.
- Unscheduled treatment follow-up: contacting patients with diagnosed care, coordinating scheduling steps, and routing clinical questions using the practice rules.
In practices that adopt this model, results are often tracked in patient experience and schedule performance. For example, outcomes include a 20 to 25% boost in patient satisfaction and $19,152 per month in additional revenue per VA. These figures are presented as observed results rather than guarantees, and they show what consistent call handling and follow-up can change when workflows are owned end to end.
Implementation and Controls That Determine Success
Outcomes depend heavily on implementation quality, and gaps usually surface as operational disruption. Small setup gaps can create rework and missed handoffs once execution moves off the front desk.
Most negative outcomes trace back to unclear scope and incomplete setup. Define which workflows the VA owns, the scripts and documentation standards they follow, and the escalation points your team expects. Onboarding should be tied to those exact workflows, so execution is consistent from day one.
Technology setup should also be validated before work is shifted. Confirm that the VA can use the practice management system, patient engagement tools, and phone platform with the right permissions, then test the full workflow from end to end. Missing access creates rework and pushes tasks back to the front desk.
Integration is a primary success factor and requires intentional focus to ensure it is not overlooked. The VA should be treated as a member of the team, included in day-to-day communications, meetings, and operational alignments, just like any other team member. When this integration is done consistently, with clear handoffs and a defined communication cadence, work flows with greater predictability.
Assigning ownership by workflow, structuring how exceptions are handled, and maintaining regular check-ins helps surface and resolve issues quickly, ensuring the VA delivers the same positive impact expected from any successful hire.
Conclusion
Virtual Assistants can help practices reduce missed opportunities and stabilize execution when the role is clearly defined and integrated into daily operations. The decision is easiest to stand behind when readiness is clear: workflow ownership, system access, scripts, documentation standards, and escalation rules.
With that, remote support becomes a practical way to increase operational capacity while keeping the front desk focused on patient-facing work.
Speaker: Cory Pinegar, Founder and CEO of Reach
Cory Pinegar is Chief Executive Officer of Utah-based Reach, a groundbreaking dental service startup helping dental practices increase patient engagement and revenue. In 2016, at the age of 22, Cory struck gold and purchased the company for just one dollar. Since then, the visionary entrepreneur has grown Reach to a workforce of 200+ employees. Reach has been named one of the fastest-growing companies by Inc. 500 and has been recognized repeatedly by the Salt Lake Tribune as one of the Best Places to Work.
Cory sits on the boards of the software-driven dental insurance verification company Verrific and The Parkinson’s Foundation.
