HDPT
Case Study
HDPT is a physical therapy practice based in New York. Replacing calling and portal checks with an end-to-end verification workflow, Pocket now handles HDPT's insurance verifications end-to-end — reclaiming 5 hours every day that previously went to manual phone calls and portal lookups.
BACKGROUND
A New York practice handling verification the hard way
HDPT is a physical therapy practice based in New York. Before Pocket, the HDPT team handled verification through a combination of online insurance portals and direct calls to insurance payors; a time-intensive process that consumed 5 hours per day on average.
As patient volume grew, the administrative burden of manual verification became increasingly difficult to sustain. HDPT needed a solution that was not just faster, but more sustainable.
THE CHALLENGE
Portal-based verification left gaps that still required manual follow-up
Portal-based verification had its limits. While faster than calling, online portals often returned incomplete information, leaving gaps that still required manual follow-up. HDPT's standard was a live representative call for every patient — thorough, but difficult to scale. When evaluating options, HDPT prioritized thoroughness and turnaround time, seeking a verification solution that not only saved time but was also tailored to their specific workflows.
"Thoroughness was most important. Turnaround time and cost were factors too."
Rob DiLillo, Owner, HDPT
THE SOLUTION
Pocket took over verification end-to-end, matching HDPT's standards
Pocket took over insurance verification for HDPT's patients end-to-end. Rather than relying solely on portal data, Pocket's workflow includes phone verification for every case where electronic results are incomplete — the same standard HDPT had always held for itself. This gave the team confidence that the information entering their EMR was comprehensive and correct. Pocket is also going beyond the original scope of the engagement, continuously adding new features and capabilities as HDPT's needs evolved. The support team communicated proactively, flagging issues clearly and resolving them quickly so operations stayed on track.
WHAT THEY GOT
✓
End-to-end insurance verification with phone follow-up on incomplete portal results
✓
Workflow customized to HDPT's internal standards and EMR
✓
Proactive support with clear issue flagging and fast resolution
5 hrs
Saved per day
Seamless
Customized to HDPT workflow
Expanding
New services added
“
The process has been very, very helpful — it takes a lot off my plate and saves my time. The manual data entry, the calls with insurance companies - I really appreciate it.
Joy Villavicencio, Admin
HDPT
THE OUTCOME
Since partnering with Pocket, HDPT has reclaimed four to five hours per day that were previously spent on manual verification tasks - phone calls to insurance companies, portal lookups, and data entry. That time is now available for higher-value patient-facing work. The workflow has been smooth and reliable, with the support team consistently communicating clearly and resolving any issues quickly — keeping operations running without disruption.
LOOKING AHEAD
HDPT sees the Pocket relationship expanding further. Upcoming priorities include automated call answering to capture patient inquiries at the first point of contact, eliminating duplicative data entry steps by feeding information directly into their EMR, and handling online intake inquiries end-to-end. Together, these additions are expected to further streamline the admin team's workflow and improve the patient experience from first contact through their first visit.
“Call answering, eliminating that first step in the process, getting information right into our EMR — these are the things I'm excited about. It's going to enhance our intake flow for our admin staff.”
Rob DiLillo, Owner of HDPT
