How Kevin Nail Family and Cosmetic Dentistry Transformed Insurance Verification process with Reach

This is the story of how Theresa, Office Manager at Kevin Nail Family and Cosmetic Dentistry transformed their insurance verification process, improved cash flow, and created a more focused and efficient front desk team with the help of Reach.

• Practice: Kevin Nail Family and Cosmetic Dentistry
• Role Interviewed: Office Manager
• Client since: 2022
• Service used: Dedicates Virtual Assistant - Insurance Verification

Presentation

Something needs to change when front desks are overwhelmed, claims are delayed, and patients are frustrated. That’s what Theresa, Office Manager at Kevin Nail Family and Cosmetic Dentistry faced until she partnered with Reach.

At Reach, we provide Dental Virtual Assistants who help dental practices simplify operations, reduce administrative pressure, and improve the patient experience. But how can we keep up and know how to improve? With our clients' choices.

In this story, we spoke with Theresa, who gave us an inside look at how her office improved efficiency after integrating Reach into their daily routine.

Theresa first came across Reach years ago when it operated under the name CallForce. That experience stuck with her. So when she joined her current practice and saw the same administrative bottlenecks returning, she knew where to turn. The decision to bring Reach on board was an easy one.

Since 2022, Theresa and the team at Kevin Nail Family and Cosmetic Dentistry have relied on Reach’s Dental Virtual Assistants to streamline insurance verification, reduce administrative overload, and improve cash flow. With faster claim processing and more time to focus on patient care, the results have been transformative. In this interview, Theresa shares how Reach became a trusted extension of their team and why their Virtual Assistant is now essential to the daily success of the practice.

Taking the Pressure Off the Front Desk

With patients checking in and out, phones ringing, and insurance calls keeping them on hold for 45 minutes, Theresa and her team were stretched thin. 

Verifying insurance was more than a task, it was a time-consuming bottleneck. “It’s a focused job” Theresa shared, “with so many distractions, mistakes happen.” That’s where Reach stepped in. 

Our Dental Virtual Assistants took the load off, handling insurance verification remotely with precision, giving the front desk staff time to focus on what matters most, the patients.

A Name That Stuck

When the front desk at Kevin Nail Family and Cosmetic Dentistry was overwhelmed, Theresa remembered a name from a past role: CallForce. 

“We used the service briefly at another office, so the name stuck with me” she said. Now managing a new practice with rising administrative challenges, she recalled that CallForce, now Reach, offered insurance verification support. 

“Let’s check them out,” she thought. That moment of recognition led to a partnership that’s eased the team’s workload and brought much-needed relief to the front desk.

According to her testimony, the results did not take long to show. The number of problems related to insurance verification dropped dramatically, and our service became efficient and thorough.

From Many Hands to the Right One

Yes, when Reach was called CallForce, our service offered different specialists to review health insurance and perform other tasks. But this changed when we moved to our Dental Virtual Assistant system.

In the early days, several people from CallForce handled insurance verification for Theresa’s team, helpful, but not always consistent. 

“There were little mistakes here and there,” she recalls. That all changed when CallForce became Reach. They introduced a new model: one dedicated Dental Virtual Assistant trained specifically for their office. 

“It was a blessing,” Theresa said. Their Virtual Assistant learned fast, even mastering their practice software quickly. Now, she’s not just helpful, she’s essential. “She works ahead, she’s fast, thorough, and always ready for last-minute requests. We don’t ever want her to leave.”

Accuracy that pays off with Reach

Before Reach, delayed claims and surprise patient balances were all too common. 

Now? Theresa says those headaches are gone. “Because the insurance has already been verified, we don’t have many claims to be processed. And the estimates we give patients are spot on.” Fewer billing surprises mean smoother collections and happier patients. It’s also helped the bottom line. “It’s increased our income, no outstanding claims sitting around, waiting forever to get paid.” 

With Reach’s Dental Virtual Assistant on top of it all, revenue flows faster and trust grows stronger.

Numbers speak for themselves

Before Reach, nearly 30% of claims at Kevin Nail Family and Cosmetic Dentistry were outstanding, causing delays, billing issues, and frustration for both staff and patients. 

However, since bringing on a dedicated Dental Virtual Assistant, that number has dropped to just 10%. 

“Because the insurance is already verified, our estimates are spot on, and the claims process is on time” Theresa explains.

The result? Faster payments, fewer surprises, and a noticeable boost in revenue. “It’s been great for our income and great for our patients.”

A recommendation for every startup practice

For Theresa, the benefits of working with Reach go far beyond insurance verification. She recommends:

• “Get on board with the insurance verification. It saves so much for everybody else to focus on patients and what’s happening right in front of them,”
• “If you’re a startup, this is perfect. You don’t have many employees, and Reach can handle many operations. That would be my biggest advice to any new practice coming up.”

She’s also excited about Reach’s expanded offerings like answering phones and scheduling appointments.

Easy setup, Instant relief

Getting started with Reach was effortless for her. “We have a dedicated computer for the VA in the back, and they just remoted in. It was no problem,” Theresa shared.

No complicated onboarding, no IT headaches. Just a smooth setup and immediate impact.

Within days, their dedicated VA was working ahead on the schedule, verifying insurance, and lifting a significant burden off the front desk team.

"You don’t know how great something is until you try"

For Theresa, trusting Reach was a game-changer, but it started with a simple mindset.

“You don’t know how great something is if you don’t try. It’s not like you’re stuck. Try it, see if it works out. If you don’t like it, you can always cancel.”

That willingness to try led to fewer outstanding claims, faster payments, a less stressed team and a trusted Virtual Assistant they now can’t imagine working without.

Conclusion: a proven path for practice efficiency

Theresa's experience at Kevin Nail Family and Cosmetic Dentistry is more than a success story. It shows how a modern dental practice can overcome daily challenges and build a stronger, more efficient operation. By bringing in a dedicated Virtual Assistant from Reach, her team gained back valuable time, simplified insurance verification, and created a better experience for both staff and patients.

This kind of transformation is becoming essential. As practices deal with rising costs, staffing shortages, and growing patient demands, virtual support is no longer just a nice option. It is a smart move that helps teams stay focused and productive without the burden of traditional staffing.

For dental practices that want to improve operations, reduce stress, and create a better environment for both their team and their patients, Reach offers a reliable and flexible solution. With the right support, your front desk can run more smoothly, your team can stay engaged, and your practice can grow with confidence.

If you want to learn more about our Virtual Assistants, feel free to Contact us.