The complete reference

The IDS Operating Model, in full.

Three delivery pods that extend the team you already have. A named lead on each one. Below is how the pods are structured and exactly what each does, call by call, including the work we hand straight back to you.

Who runs it

A scalable partnership built for practice growth.

Three people own the arc of your engagement, from the first conversation through go-live and into the daily rhythm.

01 Vision

Jordin McEntire

Founder & CEO

Vision
Growth
Strategic partnerships
Client relationships

02 Delivery

Eric Williams

Operations Lead

Daily operations
Team support
Client success
Workflow optimization

03 Onboarding

Jessica Molenhour

Client Support Specialist

Client onboarding
Implementation
Go-live
Access coordination
Documentation

Three pods. Pick what you need.

Modular by location. Composable by goal.

Each pod is a defined scope of work with its own SOPs, KPIs, and weekly report. Start with one. Add another when the first is humming.

New Patient & Overflow

Every ring answered. Booked, messaged, or reconnected.

We book new patients and cover the calls your front desk can't pick up. Every call ends one of three ways: booked, a message with a promised callback, or reconnected to your team right now.

Live answerNew patient bookingOverflow coverage

Reactivation

We work your list until the chairs fill back up.

You hand us the patients who need to come back. We work that list call by call, book hygiene and continuing care, log every attempt, and hand anything bigger straight back to your team.

Recall & recareLapsed patientsTreatment follow-up

Revenue Cycle

Call it, find it out, log it.

AR follow-up on pending, stalled, and denied claims. Insurance verification before the appointment. Credentialing support for new hires. Anything needing a billing judgment call goes back to you.

AR follow-upInsurance verificationCredentialing support

See the full operating model

How a pod is staffed

Not an org chart. An operating system.

Every client is served by one dedicated pod: an expert leadership layer paired with a production team. We manage outcomes and production together.

Layer 01

Dedicated pod leadership

Pod leadership works inside the pod every day and owns the relationship, the KPIs, the scripts, the quality, and the outcome. They execute. They don't manage from above.

Layer 02

Dedicated Support DDS SME

A subject matter expert coaches production daily on call quality, scheduling, training, and team questions, so quality never depends on one person having a good day.

Layer 03

Dedicated production team

A specialist bench answers, schedules, calls, and follows up. Real capacity on the phones, without adding another layer of management to your org chart.

Call by call

What we actually do, when the phone rings.

No vague promises about "coverage." Here is the exact decision each specialist makes, situation by situation, in every pod.

New Patient & Overflow

Book new patients. Handle overflow when the office can't pick up. Every call gets one of three outcomes: booked, a message with a promised callback, or reconnected to the office right now.

When

A new patient is calling

Book it

Book the appointment. Straightforward new patient booking, no need to involve the office.

When

The office is busy and the team is with a patient

Take a message

Take a message and tell the caller the office will call them back. We don't try to resolve it ourselves.

When

It's an emergency

Reconnect now

Reconnect to the office immediately. No message, no delay. The patient needs the office right now.

When

A patient wants to cancel or move a high-production appointment

Reconnect now

Reconnect to the office. High-production appointments are handled directly by your team.

When

A patient wants to cancel a routine appointment

Take a message

Take a message and let them know the office will call back to reschedule. We don't reschedule it ourselves.

When in doubt: take the message, promise the callback.

Reactivation

The office hands us a list of patients who need to come back. We work that list, the calls there's never time for. Every call gets booked, logged, or handed to the office.

When

The patient answers and is ready to book

Book it

Hygiene cleaning with the hygienist, continuing care exam with the doctor. That's a completed reactivation.

When

The call goes to voicemail

Log it

Leave a voicemail and log the attempt in the tracker. We make multiple attempts. One voicemail doesn't close the case.

When

The patient says they'll call back to schedule

Log it

Log it so the team knows a callback is expected. If they don't call, we try again. The list doesn't get dropped.

When

The patient wants additional treatment, like a crown

Book, then hand off

Book the cleaning or exam as normal, then leave a note for the office: “Booked the exam and cleaning. Patient also wants a crown. Please call back to get that on the books.”

Book it, log it, or hand it to the office. Never drop the call.

Revenue Cycle

Every task here is the same underlying skill: call, find out what's going on, and log it. We don't submit claims, write appeals, or touch the ledger.

When

AR follow-up

Call and trace

Work the aged AR report. Call on pending, stalled, and denied claims, trace where a claim is stuck, log every outcome. Disputes and judgment calls get escalated to the office.

When

Insurance verification

Verify ahead

Same skill, run proactively. Call the payer or check the portal, get coverage, deductible, and frequency before the appointment, and log it for the office.

When

Credentialing support

Gather and submit

When a new hire starts, gather their information and documents, submit payer credentialing applications, follow up on status, and flag the office once they're approved.

Call it, find it out, log it, and escalate the judgment calls.

Stays with the office

An honest scope beats an oversold one.

We extend your front office and revenue cycle. We don't take them over. Clinical care and in-office judgment stay with your team, which is exactly what makes this work. Here's where our work stops and yours begins.

Clinical decisions

We never make a clinical call. Those belong to your doctors and your team, always.

High-production rescheduling

Cancels and moves on high-production appointments go straight back to the office.

Unscheduled treatment

Reactivation books hygiene and continuing care. Scheduling open treatment plans stays with you.

Claim submission

Coding and submission are judgment work, not a support task. We don't touch them.

Appeals

We'll gather the documentation. The office writes and files the dispute.

Payment posting and write-offs

Anything that touches the ledger directly stays out of the pod.

Every engagement includes

The stack underneath the work.

You don't buy the tools. You buy the system that uses them, and the operators who run that system every day.

Kumospace

Live virtual floor. Real-time supervision.

RingCentral

Branded caller ID. Recorded calls. Full QA trail.

Asana

Every task tracked. Every SOP versioned.

Weekly reporting

A single number, a single owner, a single conversation.

Signed BAA

HIPAA-aligned from day one. No exceptions.

Named pod lead

One person owns your account. You always know who to call.

Build your pod mix

Pick a starting pod. We'll build the rest around it.

A discovery call is a conversation, not a sales pitch. We'll tell you which pod we'd start with and why.

Build Your Pod Mix Or email us directly