AR follow-up services and old AR recovery for healthcare providers
Actigy BPO works aged accounts receivable (AR) by payer, value and filing deadline, with a record of each action.
Actigy BPO provides AR follow-up services for healthcare providers and billing companies with unpaid claims. Nearshore business process outsourcing (BPO) teams in Bulgaria, Romania, Poland and Ukraine check status, prepare corrections and record next actions. The client retains financial approvals. A process audit and paid pilot define the backlog, payer-call coverage and recovery measures before expansion.
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Key takeaways
Actigy BPO turns an agreed aged-claims queue into assigned actions and reviewable records.
- Every Actigy BPO engagement starts with a process audit and a paid pilot.
- Actigy BPO delivers from teams in Bulgaria, Romania, Poland and Ukraine.
- Priority considers payer, balance, deadline and the next useful action.
- Reports separate cash collected from claims touched and balances awaiting client decisions.
- The client approves write-offs, adjustments and refunds.
AR follow-up at a glance
Actigy BPO scopes a bounded backlog project or a recurring unpaid-claims queue. Healthcare AR is distinct from commercial debt collection.
| Field | Actigy BPO scope |
|---|---|
| Buyer | US providers and billing companies with aged claims. |
| Work | Status checks, corrections, resubmission support and appeal preparation. |
| Delivery | Bulgaria, Romania, Poland and Ukraine; approved locations stated in writing. |
| Coverage | US-business-hour payer calls under agreed shifts. |
| Pricing | Per full-time equivalent (FTE) by role after the process audit. |
| Start | A paid pilot tests the chosen queue before volume expands. |
AR follow-up services: set the next action
Actigy BPO groups the backlog by payer, age, balance and filing risk. Operators check the available record before repeating a submission or calling a payer. Healthcare accounts receivable management needs an action history, not just an aging total. A record stays open until its outcome or handover reason is clear.
| Claim situation | Actigy BPO action | Decision or output |
|---|---|---|
| Status unknown | Check the portal or contact the payer. | Recorded response, reference and next review date. |
| Missing information | Request the specified records from the client. | Named document owner and unresolved-item status. |
| Rejected claim | Review the pre-adjudication error and prepare a correction. | Corrected submission under approved instructions. |
| Denied claim | Review the payer reason and prepare the next action. | Client-approved correction or appeal route. |
| Deadline risk | Flag the recorded deadline and evidence gaps. | Client review of the permitted next step. |
| Unrecoverable balance concern | Prepare the history for the client reviewer. | The client decides any adjustment or write-off. |
Actigy BPO records a denial separately from a rejection. A denial follows adjudication; a rejection occurs before it. Use denial management services when the priority is denied-claim causes and appeals. The AR queue also includes unpaid claims that have no denial.
How does an aged AR cleanup project work?
Actigy BPO defines the opening backlog, permitted actions and review dates before a cleanup project starts. Reports show balances resolved, pending responses and cases returned to the client. New claims stay separate from the original project group. That separation makes the remaining workload visible without presenting every closed task as a payment.
How Actigy BPO runs the AR process
Actigy BPO starts with sample records and the client's current aging report. The team checks source quality, payer access and escalation ownership. The standard operating procedure (SOP) defines what operators can correct and what requires approval. A key performance indicator (KPI) is agreed with its data source and calculation.
- Check the inputs. Review balances, submission history, denial reasons and available payer responses.
- Choose the queue. Agree payer groups, age buckets, value thresholds and filing-risk flags.
- Define ownership. Name the client reviewer for records, coding questions and financial decisions.
- Train operators. Test access and client-approved procedures before handling the live queue.
- Run a paid pilot. Record each action and review the results against the agreed measures.
- Check quality. Use maker-checker quality assurance (QA), samples and recorded corrections.
- Expand or revise. Change volume or procedures only after the client reviews pilot evidence.
Actigy BPO keeps the current owner, latest response and next action date in the client system. A replacement operator can read the history. The client retains the procedures and working records when an engagement ends.
Backlog measures and reporting
Actigy BPO reports movement in the agreed claim group, not an unexplained total recovery percentage. The report distinguishes work completed, cash posted, unresolved items and client-approved balance changes. A reduction in the task count does not by itself prove a reduction in unpaid AR.
| Measure | Definition and boundary |
|---|---|
| AR over 90 days | Balances in the agreed over-90-day group, with the aging basis stated. |
| Days in AR | Receivable days calculated consistently from agreed revenue and balance records. |
| Collection rate on worked claims | Cash collected on the defined worked group, divided by its agreed collectible balance. |
| Deadline interventions | Documented actions before filing cutoffs; avoided write-offs require a defensible comparison, not assumption. |
| Backlog remaining | Opening claims still unresolved, separated from new arrivals and returned items. |
Approval controls and patient records
Actigy BPO uses the approved action list to prevent repeated submissions, unsupported corrections and closed tasks with no outcome evidence. Operators escalate a missing deadline, unclear payer response or clinical question. The client decides whether a balance needs an adjustment, appeal or write-off.
Actigy BPO prepares claims and appeals; the provider keeps clinical, coding and payer-contract decisions. Operators do not approve refunds, determine medical necessity, release payments or pursue debts legally. Financial authority does not transfer with the queue.
Actigy BPO works on protected health information (PHI) only in the systems the client approves. Roles, access logs and review records form part of the operating controls. Data handling for US healthcare clients, including HIPAA requirements, is agreed in the written scope and data processing terms.
The client confirms offshore-access restrictions before the pilot. No restricted payer or government-program queue enters delivery without the required approval. Work locations and transfer terms are stated in the data-processing terms.
Payer-call coverage and pricing
Actigy BPO teams in Central and Eastern Europe cover the full UK business day and the US morning. Payer telephone checks run during US business hours. The written scope sets any later shift and escalation cover. Portal tasks and telephone tasks can have different schedules.
Actigy BPO delivers from Bulgaria, Romania, Poland and Ukraine. Ukraine is outside the EU. The client approves where its records are accessed; geography alone does not establish permission.
Actigy BPO prices most services per full-time equivalent (FTE) by role and sends a written quote after the process audit. The quote reflects queue size, action depth, review work and coverage. Compare the staffing fee with retained client review, systems and transition costs. No recovery rate or percentage-based fee is promised here.
| Responsibility | Actigy BPO managed team | In-house team | Freelancer or staffing agency |
|---|---|---|---|
| Daily workflow | Team lead runs the agreed queue. | Client supervises the queue. | Check who directs daily work. |
| Review | Documented QA and client escalations. | Client designs and runs checks. | Review scope depends on the contract. |
| Approvals | Client retains financial and clinical decisions. | Client retains decisions. | Client retains decisions. |
| Records | Actions remain in client-approved systems. | Client maintains records. | Agree access, ownership and handover. |
Related revenue-cycle evidence
Actigy BPO reported a 97.8% clean claim rate and 31% lower days sales outstanding (DSO) for one digital health provider. See the telehealth RCM case study. Actigy BPO-reported, anonymized, not independently audited. Results depend on scope.
The case covers a combined revenue cycle management (RCM) workflow. Its figures are not an AR-only recovery rate or a forecast for an aged-claims project. Define the proposed project's baseline and eligible balances separately.
When Actigy BPO fits an aged-claims queue
Actigy BPO fits when a provider or billing company has a defined backlog, usable records and a client reviewer.
Actigy BPO is not the right fit when the buyer expects a fixed collection outcome, delegated clinical decisions or prohibited offshore access.
How do you compare old AR recovery companies?
Actigy BPO supports a reviewable work plan rather than a blanket recovery claim. Compare the opening balance, access requirements, action history and rules for declaring a case resolved. Require a separate view of cash, adjustments and returned records. A buyer can then distinguish useful recovery work from repeated contacts with no documented next step.
How does AR follow-up for billing companies work?
Actigy BPO can work an agreed claim group inside a billing company's existing process and systems. The client defines the provider handoff and retains its customer relationship. Keep queue ownership, review and escalation routes explicit. Added operators do not replace the client approval needed for coding changes, write-offs or disputed clinical records.
AR follow-up questions
Actigy BPO scopes healthcare AR work around the client's records, deadlines and approval rules.
What are AR follow-up services?
AR follow-up services track unpaid claims and identify the next permitted action toward an outcome. Actigy BPO provides payer status checks, correction support, appeal preparation and documented follow-up inside the client's billing system. Operators prioritize the agreed claim group and escalate missing records. The provider retains clinical, coding and payer-contract decisions. Reports distinguish payment, pending responses, adjustments and cases requiring client review rather than counting every contact as recovery.
What is old AR recovery?
Old AR recovery is a bounded effort to resolve aged unpaid claims using their records and remaining permitted actions. Actigy BPO reviews the opening backlog, payer responses and deadlines before selecting the work plan. Some balances require missing documents or a client decision before action can continue. The client approves any write-off or adjustment. The engagement does not imply that every old balance is collectible or that a deadline can be extended.
How do you prioritize aged claims?
Actigy BPO prioritizes aged claims by payer, age bucket, value, deadline and the next useful action. The client approves the queue rules during the process audit. A high balance without usable records can need a different route from a claim near its filing cutoff. Operators record why an item is escalated or deferred. The report separates these blocked records from actionable claims so the client can address the actual constraint.
Can AR follow-up run from outside the US?
Actigy BPO can run approved AR tasks from its agreed locations when the client's contracts and data-access rules permit them. Calls to US payers run in US business hours, with the shift pattern set in writing. Portal access, patient records and government-program restrictions need review before the pilot. The client retains clinical and financial decisions. Remote delivery does not remove a payer's restrictions or establish permission to access a record.
How are AR follow-up services priced?
Actigy BPO prices AR follow-up services per FTE by role after reviewing the queue. The process audit checks volume, payer mix, action depth, evidence gaps, review needs and coverage. A written quote states the work included and the responsibilities the client retains. Compare those items with software, internal review and transition costs. A paid pilot measures the agreed work; it does not promise a collection percentage or recovery deadline.
Related billing workflows
Actigy BPO connects AR work with payment posting so recorded payments inform the next action. Insurance verification services address coverage checks. For a broader scope, review medical billing outsourcing and the RCM workflow map.
Scope a backlog pilot
Actigy BPO needs approximate claim volume, payer groups, client tools and required hours to discuss the process audit. Use the form for business details only. Patient records, credentials and claim documents belong in approved systems after data and access terms are agreed.
Page updates
Actigy BPO published this service guide on October 4, 2026, with scope, controls and buyer questions.
Scope a pilot
What happens next
The team reviews the workflow before proposing a written scope. You decide whether to start a paid pilot after reviewing it.