Emerson Dental P.C.
+18%
Production Growth
See How Emerson Dental P.C. Increased Production Over a 4-Month Period with Virtual Assistants in This Case Study
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Context and Challenge
Founded in 2010, Emerson Dental P.C. operates two locations in Massachusetts. As the practice grew, administrative work began to strain internal resources. Keeping payroll under control while maintaining coverage between locations became increasingly difficult to sustain.
Missed calls rose during busy periods, and staff attention was often split between patient care and repetitive tasks. Before working with Reach, the team attempted to cross-train in-house staff, but the divided focus limited the impact.
Emerson Dental began looking for a more sustainable way to support operations while protecting time for patient care.
Finding the Right Solution
After earlier attempts to stretch in-office staff across multiple roles, Emerson Dental P.C. began working with Reach in August 2025. Reach introduced virtual support gradually to ensure reliable coverage and smooth integration.
“When she took some time off, we realized how integral the VA had become to our daily workflow”, the owner shared.
Implementation and Integration
Implementation began with onboarding and workflow documentation, followed by a gradual rollout of responsibilities. One dedicated VA now supports phone coverage, insurance verification, scheduling, RCM assistance, and administrative tasks across both locations.
This approach improved coverage and operational efficiency, saving the team up to 10 hours per week and allowing greater focus on patient care.
Financial Growth and Sustainability
Production increased by 18% over the four-month period, reflecting stronger output supported by improved operations. Total production rose by approximately $300,000 compared to the same period the year prior, reinforcing the sustainability of this growth.
Cost Efficiency and Capacity
Virtual support operates at about half the cost of a full-time, in-office employee, according to the practice owner. Production growth was led by the Westford location, which increased by 22.2% from August to December compared to the prior year—reflecting added capacity without increasing payroll.
Enhanced Patient Care and Practice Growth
Over the period, 15% of scheduled appointments were for new patients, reflecting stronger demand capture. A key driver was improved responsiveness, with fewer missed calls and voicemails, along with more consistent follow-through on scheduling and patient messages.
Frequently asked questions
Most of our team is from Latin America since Spanish is such a need within the United States. From a timezone perspective, Latin America is very similar to most time zones in the United States, which allows your Reach virtual dental assistants to work during their waking hours.
Training a virtual assistant is straightforward with Reach’s support. Our Reach University provides tools and templates to guide the process. Practices can leverage existing documentation, create training videos, and rely on internal team strengths to ensure seamless onboarding tailored to their specific workflows and needs.
Reach’s onboarding process includes a dedicated success manager to guide you. Clear communication is key: outline role expectations and goals for your VA. With preparation and Reach’s support, including tailored tools and guidance, you’ll ensure a smooth transition and set the foundation for success.
Our recruitment process is tailored to your specific needs. We start by understanding your ideal candidate’s skills, schedule, and personality. Our team then custom-sources top candidates for your role, presenting three or more options for you to interview. We continue refining until you find the perfect long-term fit for your healthcare practice.
Yes, you’ll work with the same person every day. They’ll become an integral part of your team, learning your workflows, preferences, and practice needs to provide consistent and reliable support. This personalized approach ensures smooth collaboration and maximum efficiency
Reach provides comprehensive support after your healthcare virtual assistant joins your practice. You’ll have a dedicated success manager to guide integration, address challenges, and ensure long-term success. Reach University training equips you with skills to effectively manage remote workers. Your VA also receives ongoing training and support, fostering seamless collaboration and exceptional performance.
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