ClaimOps / Onboarding and ramp
Section 08Fifteen days from signature to live production
Akontec onboards partners inside three weeks. There is no week four. If a gate slips, the wave slips with it — we do not release under-certified agents to live protected health information to hold a date.
| Window | Service provider | Akontec | Client |
|---|---|---|---|
| Days 1–3 | Execute agreement, BAA and confidentiality pack. Nominate the four named owners. Confirm bay and seat plan. | Issue contracting pack, open the partner record, assign account and delivery managers. | Confirm system access request list. |
| Days 2–6 | Hiring drive. Shortlist certified coders. Run the assessment pack. Issue offers. | Provide assessment material and moderate the coder test. | — |
| Days 4–8 | Bay readiness: access control, CCTV, endpoint lockdown, whitelist, connectivity failover. | Conduct the readiness audit and issue the gap list. | — |
| Days 6–11 | Induction and process training for wave one. HIPAA training and undertakings signed. | Deliver the process training and the payer-rule module. Certify trainers. | Provide documentation samples. |
| Days 9–13 | System access provisioning against named accounts. Sandbox practice on de-identified data. | Coordinate access; verify no shared credentials exist. | Provision named logins. |
| Days 12–14 | Certification test. Only agents at or above the accuracy floor are released to live work. | Moderate certification. Sign the go-live gate. | — |
| Day 15 | Wave one live — 10 seats on live production at 40% of standard. | Daily hypercare review for the first 10 business days. | Onshore query desk on standby. |
Wave plan
| Wave | Seats added | Cumulative | Go-live | Productivity expectation |
|---|---|---|---|---|
| One | 10 | 10 | Day 15 | 40% rising to 85% by day 45 |
| Two | 8 | 18 | Day 45 | 40% rising to 85% by day 75 |
| Three | 7 | 25 | Day 75 | 40% rising to full standard by day 110 |
| Expansion | By agreement | Up to 60 | Quarterly review | Same curve applies to each wave |
The three-week rule. A partner who cannot close the
readiness gap list inside the window will be offered a later wave rather than a compressed one.
We do not compress the certification gate to hold a date.
The bar
Eligibility criteria
Every criterion below is verified. Nothing on this list is waived on the basis that a client is willing to accept the risk.
| Criterion | Requirement | Verified at |
|---|---|---|
| Legal standing | Registered entity, at least two years of continuous operation, statutory filings current | Contracting |
| Capacity | Minimum 25 seats available with headroom to 60, in a single dedicated bay | Readiness audit |
| Security posture | ISO/IEC 27001 certified, or a written commitment to implement the equivalent control set within 90 days | Readiness audit |
| Business associate obligations | Willingness to execute the BAA and flow the obligations to every person with access | Contracting |
| Talent | Ability to place at least six currently certified coders in wave one | Certification gate |
| Infrastructure | Two independent internet service providers with automatic failover; minimum 8 hours of power backup | Readiness audit |
| Screening | Background verification completed for every person before access, without exception | Ongoing audit |
| Financial | Working capital sufficient to fund payroll for two months independent of receipts | Contracting |
This proposal is an offer to open contracting, not a contract.
It is valid for 30 days. Acceptance authorises Akontec to issue the contracting pack — Master
Services Agreement, Business Associate Agreement, Non-Disclosure Agreement, Information Security
Schedule, Technology Baseline and Schedule A commercials — and to schedule the readiness audit.
Governance
Named owners and the escalation ladder
Four roles are named on each side at contracting. Names, not titles — and a change is notified in writing within two business days. An escalation that cannot find a named person is an escalation that has already failed.
| Owner | Responsible for |
|---|---|
| Account manager | The commercial relationship, scope changes, invoicing disputes |
| Delivery manager | Service level, production, recovery plans, daily review |
| Technical owner | System access, connectivity, endpoint controls, tooling |
| Billing owner | Seat register accuracy, invoice preparation and reconciliation |
| Level | Owner | Response |
|---|---|---|
| L1 | Team leader | Within the shift |
| L2 | Delivery manager | 4 business hours |
| L3 | Account manager | 1 business day |
| L4 | Function head | 3 business days |
| L5 | Director | 5 business days |
Four situations that skip the ladder entirely
These go straight to the Akontec delivery manager and security officer, in writing, on the same day.
- Any suspected or actual exposure of protected health information.
- Any instruction to code, bill or adjust in a way the documentation does not support.
- Any request from the client or a practice to contact a patient directly.
- Any approach to your organisation by the covered entity to contract directly.
Next step
Twenty-five seats, a dedicated bay, and six certified coders in wave one.
If you can meet that, the rest of the onboarding is a fifteen-day process we run every month.
Apply to deliver this process Read the partner FAQ