How we work — RevenueLink

01 The Bangalore facility

HIPAA-compliant. Controlled access. Multi-shift.

The majority of RevenueLink engagements are delivered from our production facility in Bangalore. It is a secure, HIPAA-compliant environment built for healthcare RCM workloads at scale — a controlled physical perimeter, a controlled logical perimeter, and an operational regime that treats PHI handling as a discipline, not a slogan.

HIPAA / HITECH alignment Operational controls aligned with the HIPAA Security and Privacy Rules. Annual HIPAA refresher training, role-based privacy training on onboarding, and signed personal confidentiality undertakings from every team member before floor access.
Controlled physical access Badge-based entry to the building, biometric authentication into the production floor, escorted-visitor policy, CCTV coverage of common areas, and clearly demarcated production zones segregated from administrative space.
Clean-desk discipline No personal mobile devices, recording instruments, cameras, removable media, or paper documentation permitted inside production areas. Locker mandatory at floor entry.
Network and access controls Role-based, least-privilege access to client environments. Multi-factor authentication on all client-system access, continuous monitoring, and tamper-evident audit logging.
Multi-shift coverage Day and US-time-zone shifts with overlap windows for handover. Continuous coverage for AR calling, denials, eligibility, prior authorization, and time-sensitive coding cycles.
Business continuity Redundant network and power, documented disaster-recovery procedures, and tested failover for client-system access during planned and unplanned disruptions.

02 The workforce

Certified. Calibrated. Strong team across every service line.

The workforce is the product. Coding teams are AAPC- and AHIMA-credentialed. Billing, AR, denials, CDI, and eligibility / prior-auth specialists are domain-trained, English-fluent, and engaged on long-form roles rather than burn-out cycles. The hiring and retention model is built so that the team you onboarded in month one is recognisable in month twelve.

Certifications AAPC (CPC, CRC, COC) and AHIMA (CCS, CCS-P) for coding. Minimum 24 months HCC experience for risk-adjustment work. Domain training and structured ramp programmes for billing, AR, denials, CDI, and eligibility / prior-auth specialists.
Background verification 100% BGV — identity, education, prior employment, certification authenticity, address, and database checks — completed before deployment, never after. No BGV exception is signed off below Delivery Head level.
Recruitment funnel Proprietary sourcing network in Bangalore, Chennai, Hyderabad, Pune, and the NCR. Internal technical pre-screen, domain-specific assessment, and English communication test before any candidate reaches the client's selection gateway.
Training & calibration Onboarding modules on HIPAA, US healthcare, payer landscape, and the client's published manuals. Continuous calibration against the client's QA scorecard, with same-shift coaching where deltas open.
Retention Pay aligned to market benchmarks, defined career progression across IC and lead tracks, structured grievance redressal, and POSH-compliant workplace policy.
Statutory employment PF, ESI, gratuity, professional tax, and statutory leave administered correctly and on time — never absorbed into surprise overhead lines.

03 Delivery models

From our floor or yours.

Two models, one standard. The default is in-house delivery from Bangalore. The specialist model is on-site at the client's facility. The model is chosen by what the engagement requires, not by what is convenient.

In-house delivery (default)

Bangalore facility. Our governance.

Coding, billing, AR, denials, CDI, and eligibility/prior-auth work delivered from our secure Bangalore production floor. Integrated to the client's systems via secure channels (SFTP / VPN / API). Operates under our internal QA layer and the client's published quality framework.

Best for engagements where the client wants scale, multi-shift coverage, and a partner who runs the day-to-day operation.

On-site delivery

At the client's facility. Single Account Manager.

For engagements that require the team to sit inside the client's own perimeter — regulatory, data residency, or calibration depth. RevenueLink recruits, deploys, supervises, and sustains the cohort; the client owns the work product and the quality framework.

Best for engagements where the client wants embedded teams under their own roof, infrastructure, and standards.

04 Quality posture

Calibrated to the client's standard.

RevenueLink does not impose a parallel quality framework on top of the client's. Coding policy, MEAT interpretation, accuracy thresholds, audit methodology, sampling design, and final sign-off are the client's call. Our role is to deliver to it, supervise on the floor, and feed QA findings back into next-shift coaching — not to argue scorecards.

Where the client publishes accuracy targets, our internal QA layer monitors performance against them daily and routes shortfalls into structured Performance Improvement Plans within three business days. Underperforming team members are replaced at no additional cost to the client where the deficit is not cured within the agreed PIP window.

Where the client does not yet have a published rubric, we will work to a draft together — but the rubric is the client's, signed off by the client's compliance officer, and revisable only by the client.

05 Supervision and ownership

One named owner. Team Leads on the floor.

Every engagement has a single named Account Manager who owns every operational, commercial, and HR thread the client touches. Team Leads run the day-to-day production floor, conduct daily huddles, and convert the client's QA feedback into same-shift coaching.

Single Account Manager The client's named point of contact for attendance, replacement, escalation, scaling, and commercials.
Team Lead ratio One Team Lead per twenty-five specialists. Increased coverage during peak periods or quality remediation cycles.
Defined escalation L1 floor supervision → L2 Account Manager → L3 Delivery Head → L4 Executive Sponsor. Issues resolve in hours, not in committees.

06 Continuity engine

The team that is still there in month twelve.

Hiring is the easy half of any healthcare RCM engagement. Retention, replacement, notice-period overlap, and calibration are the half that decides whether the engagement still works a year in. The continuity engine is the part we plan for.

Standing bench

Pre-screened. BGV-cleared.

Bench sized to absorb unplanned absences and planned exits. Refreshed quarterly so certifications and domain skills stay current.

Notice-period overlap

Replacement starts on day one of notice.

When someone resigns, the replacement cycle begins on the first day of the notice window. Cross-shadowing where feasible.

Replacement SLAs

Forty-eight hours, contractually.

Failed assessment, conduct breach, or chronic absence triggers a forty-eight-hour replacement SLA. Performance shortfall triggers PIP in three business days.

07 Commercial model

Per verified unit. Transparent. No hidden lines.

Most engagements are priced per unit of completed work — per chart, per claim, per line, per call, per authorization. Rates are locked for the initial contract term and reviewed jointly at the annual governance checkpoint, with any change-of-rate documented under the Master Service Agreement.

For the staff-augmentation model, an FTE-based or hybrid commercial is available. Where engagement structure supports it, a portion of the on-site team's compensation can be paid directly by the client to each team member; the split, components, and tax treatment are agreed in writing.

Rates are inclusive of supervision, Team Lead coverage, statutory employer costs, recruitment, BGV, replacement cycles, bench provisioning, and training. No separate management fees, surge premiums, attrition recovery charges, or quiet add-ons. The commercial model is one of the things we will not negotiate transparency out of.

08 Compliance posture

HIPAA at the engagement layer. DPDPA at the entity layer.

Healthcare RCM is a compliance industry. RevenueLink operates under HIPAA / HITECH alignment at the engagement layer and the Indian Digital Personal Data Protection Act, 2023 at the entity layer. Every engagement is contracted with a Business Associate Agreement executed alongside the Master Service Agreement; that BAA defines PHI handling, breach notification windows, audit cooperation, subcontracting rules, and termination handover.

HIPAA Privacy Rule PHI handled under documented minimum-necessary principles, use-and-disclosure limited to the contracted purpose, and access scoped per-engagement to named team members on the published roster.
HIPAA Security Rule Administrative, physical, and technical safeguards operationalised — risk analysis, sanction policy, workforce training, contingency planning, access management, audit controls, integrity controls, transmission security.
HITECH alignment Breach-notification readiness, accounting of disclosures, and subcontractor flow-down obligations carried through to every downstream party — though by policy, RevenueLink does not subcontract production work.
Business Associate Agreement Executed concurrently with every client engagement; defines PHI use, safeguards, breach notification, audit cooperation, and termination data handover. Available for client legal review on first call.
Indian DPDPA, 2023 Entity-level compliance with the Digital Personal Data Protection Act for employee, candidate, and operational data. Data Protection Officer named where threshold applies.
Indian statutory compliance PF, ESI, gratuity, professional tax, POSH framework, and labour-welfare obligations — administered correctly and on time, audited annually.
Data residency Configurable per engagement. PHI does not transit out of agreed perimeters; on-site engagements do not export PHI by design; in-house engagements operate inside controlled channels with full audit logging.
Audit cooperation Client and regulator audits supported on reasonable notice, including documentation review, access-log inspection, and on-site facility visits.

09 Information security

Controls operationalised, not just policies on paper.

Information security at RevenueLink is operational, not documentary. The controls below run inside daily production rather than sit in a binder for audit week. The posture is engineered around one operating principle: PHI never leaves the agreed engagement perimeter.

Access management Named-user, role-based, least-privilege access into every client environment. Joiner / mover / leaver workflow tied to HR; access reviews quarterly and on role change. Multi-factor authentication on all client-system access.
Endpoint posture Thin-client or hardened-laptop workstations with full-disk encryption, endpoint protection, USB and removable-media controls, no local storage of PHI, and screen-lock on idle.
Network & transmission Client connectivity via site-to-site VPN, SFTP, or REST API over TLS 1.2 or higher. No PHI transmitted via email or unmanaged channels. Egress controls on production VLANs.
Encryption PHI encrypted in transit and at rest where stored. Key management aligned to the client's preferences where the engagement demands it.
Audit logging Access and activity logging on production endpoints and client-system gateways. Logs retained per engagement contract and available for client review.
Incident response Documented incident-response procedure with defined triage, containment, and notification paths. Suspected breaches escalated to the Account Manager within hours; formal client notification inside HIPAA-aligned timelines.
Vendor & subcontractor controls Production work is not subcontracted. Where third-party services touch the environment (e.g., infrastructure), they are reviewed for security posture and bound by appropriate agreements.
Workforce security 100% BGV pre-deployment, signed confidentiality and HIPAA undertakings, role-based privacy training, sanction policy for violations, and offboarding access revocation tied to last working day.

10 Governance cadence

Daily · Weekly · Monthly · Quarterly.

Daily floor huddle Attendance roster, productivity flags, QA exceptions, blocker list, and overnight handover. Team Leads and the client's shift contact, on a fixed daily slot.
Weekly operations review Productivity trend, QA-feedback themes, denial-trace-back outputs, replacement status, recruitment-funnel update, and rolling backlog position.
Monthly governance review Cohort stability, performance trajectory against the client's KPIs, commercial reconciliation, statutory and compliance checkpoint, scaling outlook.
Quarterly steering committee Strategic alignment, contract checkpoints, relationship health, audit and compliance review, and any change-of-scope conversations.

Each cadence has a defined attendance list, agenda, MIS pack, and output owner. Reviews stay disciplined rather than ceremonial; if a cadence is no longer adding signal, it gets restructured at the steering committee, not quietly skipped.

The architecture behind every engagement.