Stop the bleeding: Fixing the front desk revenue leaks killing your practice
Seven in ten patient interactions with a dental practice happen over the phone, but nationally 30% of those calls go unanswered, and less than 20% of missed calls ever get a follow-up. Practices with a 90%+ inbound answer rate cluster at $2 million or more in annual revenue. That's not a coincidence — phone performance and revenue move together, call by call.
Mango Voice CEO Kevin Tallman walks through what call-level data reveals about where practices lose revenue: transcripts, sentiment analysis, and a workflow built to catch missed calls that never get a return call. Dr. Bob "Dee" Dokhanchi, COO of Edge's dental division, pairs that with the staffing math: a dedicated, trained Edge Talent team member working an 18-month list of unscheduled treatment brought back five patients a month for one practice, worth roughly $2,500 in production and more than the cost of the role itself. The phones aren't a soft-skills problem. They're a revenue line.
Our speakers
Kevin Tallman
CEO, Mango Voice
Kevin Tallman is CEO of Mango Voice, a phone and call-analytics platform now serving over 8,000 dental practices across the US and Canada, up from roughly 300 when he first invested in the company in 2017. Before dental, he built a logistics company from startup to $100 million in revenue before exiting to a Fortune 100 acquirer. Under his leadership, Mango has built AI-based phone-training tools with Front Office Rocks founder Laura Nelson and Lionspeak's Catherine Eitel-Belt, plus call transcription and missed-call tracking now used across the industry.
Dr. Bob "Dee" Dokhanchi
COO, Edge Dental Division
Dr. Bob "Dee" Dokhanchi is COO of Edge's dental division and a practicing dentist of over 30 years, having earned his DDS with clinical honors from Loyola University Chicago's College of Dental Surgery in 1992. A longtime Edge investor and Board of Advisors member before joining as COO, he also founded Dentistry in General, a national community for dentists, and is active in ADA advocacy. He works with dental practices to build trained, dedicated Edge Talent team members into front desk operations, from patient reactivation to insurance verification, without replacing the in-office team.
Highlights
- Why practices with a 90%+ inbound answer rate cluster above $2 million in annual revenue, and what happens below that line
- The billing-call trick that cuts average call time from 7 minutes to 2: routing billing questions to voicemail and batching the callbacks
- How one practice turned an 18-month backlog of unscheduled treatment into 5 reactivated patients a month, worth about $2,500 in production
- Why less than 20% of missed calls at a dental practice ever get a callback, and the workflow Mango Voice built to close that gap
- Why Mango's own phone-training lead killed call scoring before it launched, and what she built instead