Accelerating EMR Adoption Through Multilingual Front-Office Support Across Multiple Clinics

The Client

The client is a national leader in pediatric primary care and telehealth, delivering accessible, high-quality medical services.

The Challenge

During the implementation of a new electronic medical record (EMR) system, the client required immediate support to educate patients and families on the new platform, while also mass-registering their entire patient population. The urgency was high as patients needed to be onboarded quickly to prevent scheduling disruptions, maintain access to care and ensure physicians could continue seeing patients without delays.

Complicating the process, the client operated in multiple clinics across Palm Beach, Broward and Miami-Dade counties, serving a diverse population where many families spoke only Spanish or Creole. With limited multilingual staff across these locations, the client faced a significant operational gap that threatened patient experience, clinical efficiency and revenue.

Without a rapid and effective solution, the organization risked the inability to schedule appointments, verify insurance or bill for services, while also potentially driving patients to competitors or emergency rooms — leading to care interruptions and higher costs for families.

The Actalent Solution

Actalent partnered closely with the client’s vice president of operations, front-office leadership in Florida and talent acquisition team to build a tailored hiring strategy that aligned with the organization’s urgent and highly specialized needs. Since the client required medical receptionists with strong customer service aptitude, technological proficiency, medical terminology knowledge and multilingual capabilities, Actalent developed a detailed ideal candidate profile and coordinated onboarding requirements and start dates. To ensure quality and scalability, Actalent structured hiring into three phases over six weeks, enabling comprehensive in-person screening, rigorous onboarding processes and dedicated day-one support from Actalent representatives.

To effectively manage the project’s rapid pace and volume, Actalent’s local Florida recruiters facilitated weekly touchpoints to provide project updates, coordinate onboarding logistics and address evolving needs.Throughout the engagement, Actalent ensured all consultants were fully compliant, trained on the client’s new EMR system and prepared for immediate support.

The Results

Through targeted sourcing and rigorous screening, Actalent placed 95 highly qualified consultants across multiple Florida locations. This ensured the client’s front-office operations were staffed with consultants capable of supporting a diverse patient population.

As a result of the partnership, the client achieved 100% patient adoption of the new EMR system, enabling significant operational improvements. With complete and accurate data migration, the client was able to fully maximize physician schedules, streamline billing processes and elevate the overall patient experience. Multilingual patients received consistent support, contributing to higher satisfaction scores and smoother practice workflows. Additionally, Actalent’s strategy of redeploying consultants from earlier hiring waves reduced onboarding and wage-related expenses, further optimizing cost efficiency.

Through the partnership, the client met all project deadlines without compromising quality. The completed transition allowed the organization to advance its broader practice-management objectives, now supported by fully consolidated data and an engaged front-office team prepared to operate confidently within the new platform. Actalent’s solution ultimately empowered the client to control costs, maintain service excellence and maximize the full value of their EMR transformation.