Quality, security & compliance
What We Can Actually Evidence
Plenty of offshore providers publish a wall of badges. This page publishes the controls instead: what is checked, by whom, how often, and what happens when it fails. If your procurement process needs evidence of something specific, ask for it directly and we will answer it directly.
HIPAA-aligned processes and workforce practices, subject to client requirements and applicable agreements.
Quality framework
Our quality framework combines process controls, transaction-level audits, performance monitoring and continuous improvement to support consistent service delivery.
- Transaction-level quality checks
- Work is sampled and audited as it is produced, not reviewed in aggregate at month end when nothing can be done about it.
- Process audits
- The process itself is audited against the documented SOP, separately from the output.
- Error identification and categorization
- Errors are coded to a category, not just corrected. A correction fixes one transaction; a category fixes the cause.
- Root-cause analysis
- Categories with volume or value behind them are traced to the step that produced them.
- Productivity monitoring
- Throughput per process, tracked against the agreed scope rather than against a generic benchmark.
- Accuracy monitoring
- Sampled accuracy by process and by individual, feeding the training plan.
- Process compliance
- Adherence to the SOP is itself a measure, because a right answer reached the wrong way does not repeat.
- Feedback mechanism
- Audit findings go back to the individual and to training, on a defined loop, not informally.
- Continuous improvement
- SOPs are versioned and updated when payers, systems or findings require it.
What gets measured
KPIs and SLAs are customized according to the client's process requirements and contractual scope.
These are the measures reported on. The targets against them are agreed per engagement and written into the contract, where they can be negotiated and enforced.
- Accuracy
- Productivity
- Turnaround time
- First-pass quality
- Claim processing TAT
- AR follow-up productivity
- Denial resolution
- Payment posting accuracy
- Eligibility verification TAT
- SLA compliance
Data security
Controls configured per engagement, because your requirements are the ones that matter and they are not the same as the last client’s.
Access
- Access control by role
- User authentication
- Role-based access to client systems
- Controlled system access, provisioned per engagement and revoked on exit
Workforce
- Confidentiality agreements signed by every person on an engagement
- Employee security awareness training
- Documented data handling procedures
- Secure workstation practices
Operations
- Incident escalation procedure
- Periodic compliance reviews
- Client-specific security requirements configured into the engagement
How those controls sit
Not as a list of equal items, which is how a security page usually presents them, but as layers. Each one has to be passed before the next is reached, and the thing in the middle is yours rather than ours.
Four layers of safeguard around client data: contractual on the outside, then process, then access, with the data itself at the centre.
Contractual
- Confidentiality agreements
- Client-specific security requirements
- Defined scope of processing
Process
- Documented data handling
- Security awareness training
- Incident escalation
- Periodic review
Access
- Role-based access
- User authentication
- Provisioned per engagement
- Revoked on exit
Client data
In your system, under your control.
Technology and process infrastructure
Described by function rather than by product name, deliberately. Naming a platform on a public page tells anyone who is interested exactly what to look at.
- Secure internet infrastructure
- Business communication systems
- Workflow management
- Productivity and quality monitoring
- Reporting dashboards
- Backup procedures
- Documented SOPs, version-controlled
Ask us something specific
If your security review has a questionnaire, send it. A direct answer to a real question is worth more than a page of assurances, and it is the only kind we are willing to give.