BPO / Back-Office Processing
The work that has to be right, done to a written procedure.
Claims, payroll runs, KYC files, orders, documents. Repeatable work with rules, done inside your own systems by a team that follows a procedure you approved, and reports every item against a turnaround you set.
What we process, and how each is measured.
Each line is scoped, priced and reported on its own. You can run one line or several under the same account.
| Task line | Covers | Unit |
|---|---|---|
| Medical billing | Charge entry, claim scrubbing and submission, payment posting, denial rework, patient statements, eligibility checks | Per claim or per FTE |
| Payroll processing | Timesheet collection, input validation, running payroll in your platform, pay-stub delivery, filings prepared for review | Per run |
| KYC and onboarding checks | Document collection, identity verification, sanctions screening, case notes for your compliance officer | Per case |
| Order and fulfilment admin | Order entry and validation, exception queues, supplier confirmations, returns paperwork | Per order or per FTE |
| Document processing | Indexing, data extraction, filing to the right record, quality checks against source | Per document |
| Data maintenance | CRM and product-record updates, deduplication, enrichment, scheduled cleanups | Per FTE |
Nothing is processed until the procedure exists.
The first week of any task line is spent writing the standard operating procedure with you. It's boring. It's also why the numbers hold up in month six.
- Walkthrough. Your person does the task while we record and take notes. Twice, on different examples.
- Draft. We write it up as numbered steps with screenshots, decision points and the "stop and ask" cases.
- Review. You correct it. We fix it. Version 1.0 is signed off by name.
- Shadow. Our team does the task, your person checks 100% of output for the first days, then we drop to the agreed QA sample.
v1.3 · approved 14 Aug · owner: practice manager
4. Open the encounter. Confirm CPT and ICD-10 codes match the provider note.
4a. If a code is missing, STOP. Add to "coding queries" sheet. Do not guess.
5. Run scrubber. Zero errors: submit. Any error: fix per section 7, re-run.
6. Log claim number, payer, submitted date in the tracker. Set follow-up date = submitted + 14 days.
Turnaround: submitted within 24h of encounter close · QA sample: 10% weekly
Items, not adjectives.
Back-office reporting is a table: how many came in, how many went out, how many missed the turnaround and why, and the QA error rate against the target. Same table every week.
| Week | Received | Processed | On time | QA errors | Notes |
|---|---|---|---|---|---|
| Example week 1 | 412 | 409 | 98.5% | 0.7% | 3 held for missing codes, returned Monday |
| Example week 2 | 388 | 391 | 100% | 0.3% | Backlog cleared; procedure v1.4 issued |
Illustrative figures, not client data.
Questions
Which back-office tasks are a good fit?
Anything that repeats, has rules, and lives in a system we can be given access to. Claims, payroll runs, KYC checks, order processing and document indexing are the usual starting points. One-off judgement calls are not a good fit until we have written the rules together.
How do you handle mistakes?
Every task type has an error definition agreed in advance and a sampling rate for QA. Errors are logged, corrected, and counted in the weekly report against the target. If a task keeps producing errors, the procedure is wrong and we fix the procedure.
Do you need our software licences?
Usually we work inside your existing accounts with named user logins. If seat licences are needed, we tell you before onboarding so the cost is visible.
Is medical billing HIPAA-compliant?
We work inside your practice management system and EHR, on company-owned machines, with role-based access and no local copies of patient data. We sign a Business Associate Agreement before any PHI is handled.
What does turnaround mean in practice?
We agree a turnaround per task type, for example claims submitted within 24 hours of the encounter being closed, or payroll inputs processed by 2pm on the cut-off day. Turnaround is measured per item and reported as a percentage met, not as an average.