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A Case Study by The Hour
Insurance Verification Support for a Dental Office
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Company Overview
Smarter Support for Healthcare & Dental Practices
THE HOUR provides specialized virtual assistant services to healthcare providers, dental offices, and medical practices. From insurance verification to appointment management and patient follow-ups, our VAs help ensure smooth, efficient, and patient-friendly operations.
We serve dental clinics of all sizes, helping them reduce front desk overload, minimize claim delays, and improve patient experience through accurate, timely insurance coordination.
Need faster insurance verification for your clinic?
The Client
Empowering a Family Dental Office to Focus on Patient Care
Our client, a busy dental clinic in California offering general and cosmetic dentistry, was struggling with insurance verification delays. Patients were frustrated by unexpected out-of-pocket costs and staff spent too much time chasing approvals and coverage confirmations.
The Challenge
The client’s challenges were rooted in inefficient insurance handling
Pre-Appointment Delays
Verifications were often incomplete before the patient arrived.
Frequent Claim Rejections
Errors in coverage details led to denials and resubmissions.
Overworked Front Desk
Staff were overwhelmed managing walk-ins, phones, and insurance paperwork.
Limited Insurance Knowledge
New hires lacked training in plans, codes, and portal navigation.
The Solution
THE HOUR provided a HIPAA-compliant remote insurance verification assistant
Initial Workflow Audit
Identified where delays and errors were happening in the existing system.
VA Onboarding
Trained on dental insurance platforms (e.g., Availity, Guardian, Aetna, Delta Dental).
Real-Time Verification
Checked coverage, copays, limitations, waiting periods, and benefits.
Daily Pre-Appointment Checks
Confirmed insurance for next-day patients and flagged exceptions.
Coordination with Billing Team
Shared verified info directly with internal billing team to prep claims.
Patient-Facing Scripts
Helped explain benefits and out-of-pocket estimates via email and phone.
The Verdict
Here’s what changed after working with us more time saved, less cost, and a stronger team.
