Built 40+ custom applications for a 250-clinic dental services organisation

InterDent Inc. operates 250+ dental clinics across the US West Coast with 1,000+ dentists and millions of active patients. Their practice management system handles clinical operations — but nothing else. Collections, payroll, compliance, scheduling, fee management, and government billing had no system to run on.

Classic Informatics was engaged to build every workflow the PMS couldn't support — and has been doing so for over 20 years through a single unified employee portal. 

• Insurance collections tracked manually with no system for claim aging or payment follow-up
• Doctor compensation calculations across 10–20 parameters had no automated engine
• Patient complaints and clinical incidents managed through untracked manual processes
• Thousands of insurance-specific fee structures managed with no central tool
• 250 clinic profiles — hours, slots, regional settings — maintained with no dedicated system

1. One portal, not 40 separate tools

Rather than building standalone applications in isolation, we designed a unified Employee Portal framework — a single web application hosting every module, governed by one enterprise-grade access control layer down to individual button level. 

2. Built around real business workflows

Every application was designed around real business workflows — dental billing codes, insurance co-pay structures, OHP capitation logic, and provider compensation models — not generic software patterns. 

3. Reduced PMS dependency entirely

The PMS charged $200 per hour to modify fee structures. We built tooling that manages thousands of insurance-specific fee schedules centrally and pushes CSV files back into the PMS — removing the dependency entirely. 

4. Maintained continuity across 20 years

InterDent scaled from 80 to 250+ clinics during this engagement. New applications, new integrations, and new workflows were absorbed into the same portal framework without replacing what came before. 

Revenue & Collections

• Central Business Office (CBO) — claim tracking, payment follow-up, and 30/60/90/180-day aging queue
• Payment Posting (PPA) — batch check splitting and allocation against individual transactions with PMS writeback
• Fee Schedule Application — centralised management of thousands of insurance-specific fee structures 

Clinical & Compliance

• Grievance Management — patient complaint tracking with SLA monitoring and multi-language compliance letters
• Incident Reporting — multi-step clinical and operational incident workflow from logging to closure
• Chart Audit — configurable assessment templates for 60 senior doctors reviewing 940+ junior doctors 

Scheduling & Clinic Operations

• Call Centre Application — real-time per-clinic, per-doctor appointment availability for 250 booking agents
• Location Management — single source of truth for all 250 clinic profiles across 80–90 fields
• Doctor Payroll — automated compensation calculations across 10–20 parameters per provider 

Patient Programmes & Documents

• OHP Eligibility Application — complete Oregon Health Plan billing operation with monthly state capitation reporting
• GD Smile Plan — member eligibility, enrollment, auto-renewal billing, and card expiry management
• Corporate Policy Document Repository — hierarchical document management with SharePoint integration 

InterDent's entire operational layer — collections, payroll, compliance, scheduling, fee management, and government billing — runs through a single Classic Informatics-built portal. The PMS manages the chair. Everything else runs through 40+ purpose-built applications serving 250 clinics from one access-controlled environment.

Business Impact

• 40+ custom applications covering every workflow the PMS couldn't support
• 80% of all revenue collection activity driven by Classic Informatics-built CBO tools
• Oregon Health Plan billing operation run entirely through Classic Informatics applications
• Thousands of insurance fee schedules managed centrally — no PMS change fees incurred
• 20-year engagement with zero application replacements across the full portal