The client operates in multiple locations across California, supporting patients through a complex network of clinical and authorization processes. As the organization expanded its use of centralized referral coordination, it required a scalable team capable of progressively assuming responsibility across additional locations and increasingly complex workflows. HRMD began its partnership with the client in 2023, initially training and deploying three referral coordinators to support smaller locations.
As the team demonstrated strong performance and developed deeper knowledge of client authorization workflows, the client progressively transitioned additional locations and responsibilities to HRMD. The team scaled to several employees, driven directly by the client’s operational demand.
Over the course of the partnership, HRMD’s scope expanded beyond referral coordination to include email coordination, collections, posting, and additional revenue-cycle processes.
The partnership also required continuous adaptation to Electronic Medical Records (EMR) platform changes. HRMD contributed operational knowledge during this transition, helping ensure that workflows remained aligned with the needs of the teams using the new system.
Over approximately three years, the relationship has evolved from a three-agent referral coordination team into a broader operational partnership supporting multiple locations and functions. Throughout this period, HRMD has continuously adapted to changes in technology, workflows, management structures, and client expectations while maintaining operational continuity.
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