Patients leave voicemails. Most offices never call back.
97% of voicemails are not returned within 24 hours. 70% are never returned at all.
The Typical Voicemail Problem
Patient calls. Gets voicemail. Leaves message: “Hi, I am looking for a dentist. Can you call me back?”
Message sits in voicemail inbox. Staff listen to voicemails once daily (or less).
By the time message is played back, staff are busy. Calling back is low priority.
Message is never returned. Patient has already called other dentists.
Lost new patient lead.
The Revenue Impact
For a practice receiving 20 voicemails daily:
70% are never returned = 14 lost voicemail messages daily
Conservative estimate: 30% of voicemails are new patient inquiry (4-5 per day)
New patients lost: 4-5 daily × 30 days = 120-150 potential new patients monthly
At $1,000 average new patient lifetime value: $120,000-150,000 in lost revenue monthly
Annually: $1,440,000-1,800,000 in lost revenue
Why Voicemails Go Unanswered
Staff are busy with patients and front desk duties. Voicemail callback is low priority.
Voicemail system is not monitored in real-time. Messages build up.
No accountability. No one is assigned to handle voicemail callbacks.
Staff assume voicemail is not important compared to in-office patients.
The Solution: Dedicated Voicemail Management
Reach team member monitors voicemail in real-time.
Workflow:
Office voicemail is set up to forward messages to Reach team member’s email or phone.
Reach team member listens to voicemail immediately (within 1 hour).
Reaches out to patient within 1 hour: Call or text depending on patient message.
For new patient inquiry: “Thank you for calling! We have availability next week. Can I schedule you?”
For existing patient: “Hi! I got your message. Dr. [Name] will see you. I have availability…”
For emergency: “Your call is urgent. Let me get Dr. [Name] right now.”
Reach team member either schedules immediately or hands off to in-office staff for follow-up.
The Results
Voicemail response rate: Increased from 30% to 95%+ (65-point improvement)
Response time: Same day (instead of 2-3 days or never)
New patient voicemail conversion: 70% of new patient voicemails now convert to scheduled appointments
Captured revenue: From 4-5 new patient voicemails daily, 3-4 convert to appointments = $3,000-4,000 monthly in new patient value
Cost: One remote team member monitoring voicemail: $800 monthly (part-time role)
Net benefit: $3,000-4,000 monthly in recovered new patient value
Why This Works
Real-time response = Conversion. Patient is called back immediately. They have not already called competitors.
Dedicated ownership = Results. Voicemail is not forgotten.
Quick conversion = Easiness. Patient is scheduled right then. No “call you back later.”
FAQ
**Q: Is it safe to have an outside person handle voicemails?**
A: Yes. Reach team members are HIPAA trained. Patient information is handled securely.
**Q: What if voicemail is sensitive or confidential?**
A: Reach team member can transfer to in-office staff. They just handle the initial callback.
**Q: Can I use transcription software instead?**
A: Transcription software can miss context and emotional cues. Real person is better for conversion.
**Q: How do I make sure voicemail is monitored 24/7?**
A: Have Reach monitor during business hours. After hours, voicemail system can note caller to call back in the morning.
**Q: What if patient is angry or demanding?**
A: Reach team member can handle professionally or transfer to manager for escalated issues.