The Client
This Los Angeles-based medical SaaS company provides software and services for the front end of the revenue cycle at ambulatory private practices — eligibility and benefits, prior authorizations, patient estimates, and patient out-of-pocket payments. As adoption grew, so did the volume of billing work their technology could not fully automate, and that work needed trained human specialists behind it.
The Challenge
The client did not want to hand medical billing to an agency. They wanted their own employees offshore — people they could train and organize around their own processes — which meant taking on the full complexity of international hiring.
Key challenges included:
- Building out a medical billing team fast enough to keep pace with company growth
- Sourcing qualified billing candidates without an offshore recruiting function of their own
- Meeting HIPAA requirements for devices and data handling for every remote hire
- Navigating HR, compliance, and payroll obligations for employees in another country
- Clearing prior-authorization throughput in the scenarios their platform couldn’t automate
They needed a partner who could cover sourcing, equipment, HR, and compliance in one engagement.
The Solution
The client found 1840 & Company through an online search and selected us on pricing fit and culture fit, then scaled the team over the course of the engagement.
Our approach included:
- Rapid Candidate Sourcing: We sourced and presented qualified medical billing candidates for the client to interview, ultimately staffing six billers in the Philippines.
- Client-Led Hiring Model: The client interviewed, selected, and trained their own people — we handled everything around that so the team could be organized entirely around their processes.
- HIPAA-Compliant Equipment: We navigated the logistics of getting compliant computers to every offshore hire, delivered on schedule.
- HR, Compliance & Billing Support: We managed the HR, compliance, and billing mechanics of employing staff offshore, absorbing the regulatory complexity for the client.
- Dual-Country Support: Team members in both the U.S. and the Philippines support the account daily.
The Outcome
1840 & Company’s engagement let the client scale a compliant, trained billing team without building an offshore operation themselves.
They gained:
- Six medical billers hired inside a tight timeframe to support company growth
- Higher prior-authorization throughput in the scenarios their technology could not automate
- Fewer claim denials and errors tied to missing authorizations
- A HIPAA-ready remote workforce with compliant equipment in place from day one
- Approximately $270K in annual payroll savings versus six U.S.-based billing hires
The client rated the engagement 5.0 across quality, schedule, cost, and referral, with no areas for improvement.
