Dr. Pohlman’s practice operates across three locations and supports multiple providers, serving a diverse patient population that includes Spanish-speaking and new patients in Florida. HRMD began supporting the practice on February 26, 2026, with a dedicated team focused on managing incoming patient calls and strengthening call coverage across the organization.
As the practice experienced significant incoming call volume, its in-office staff faced challenges consistently answering calls while simultaneously managing patient care and other operational responsibilities. The need was particularly evident within the Spanish-speaking patient line, where missed calls could create barriers for patients attempting to reach the practice. The practice needed additional call coverage without adding further pressure to its existing in-office teams.
HRMD initially deployed two dedicated agents to support the practice’s incoming call operations, with a primary focus on Spanish-speaking patients and new-patient calls. From the beginning of the partnership, HRMD established an operational structure focused on consistency, productivity, quality, and continuous improvement. This included:
This approach allowed HRMD to provide more than additional call coverage. The team also contributed operational knowledge and structure as the practice continued to refine its internal processes.
As the practice experienced significant incoming call volume, its in-office staff faced challenges consistently answering calls while simultaneously managing patient care and other operational responsibilities. The need was particularly evident within the Spanish-speaking patient line, where missed calls could create barriers for patients attempting to reach the practice. The practice needed additional call coverage without adding further pressure to its existing in-office teams.
These results reflect the team’s documented activity across the full period for which productivity records are available.
By providing dedicated call support, HRMD helped expand the practice’s capacity to respond to incoming patient communications while reducing the call-volume burden on its in-office staff.
The dedicated team also provided continuity during a period of organizational transition and growth, helping the practice maintain responsiveness while continuing to strengthen its internal workflows. The combination of dedicated staffing, productivity monitoring, quality oversight, and ongoing operational calibration created a structured support model designed around the practice’s specific communication needs.
“The greatest value HRMD has provided has been helping manage our incoming call volume and ensuring our patients are able to reach a live representative when contacting our practice.”
Dr. Pohlman also highlighted the operational value of the partnership, noting that HRMD’s support has helped reduce the burden on in-office staff, allowing them to focus on patient care and other operational responsibilities while maintaining responsiveness to patients.
The practice further recognized HRMD’s responsiveness, professionalism, effective communication, and willingness to work collaboratively throughout the partnership.
Through dedicated CCE call support, HRMD has helped the practice strengthen patient accessibility, manage incoming call volume, and provide additional operational capacity to its in-office teams.
The partnership demonstrates how a dedicated, data-informed support model can complement internal healthcare operations while maintaining a focus on productivity, quality, and patient communication.
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