We’ve spent years running multi-party, time-sensitive, high-volume B2C operations for travel-tech at scale. We’re applying that same operating model to healthcare RCM and patient-facing operations, and we’re taking one to two early customers in 2026.
Most BPO pages claim deep healthcare expertise with a logo wall of providers, made-up accuracy numbers, and a BAA on file from day one. We don’t have that, and we won’t pretend we do.
What we have is an operating model that runs the entire B2C function of a Trivago-owned OTA at scale. 100+ agents on that engagement alone. Tier 1 through Tier 3. Multi-party coordination across customers, suppliers, and partners. Time-sensitive escalations. Dispute and recovery work. Daily reconciliation across systems that don’t agree with each other.
If that operating reality sounds like healthcare back-office to you, it should. The lifecycle is similar. The failure modes are similar. The talent profile is similar. We’re now extending it into healthcare, and we want to do it with providers and RCM vendors who’d rather build the operation with us than wait for it off-the-shelf.
The operational shape of healthcare back-office is not new to us. Different vocabulary, same architecture.
Same coordination problem. Same failure modes when one party drops the ball.
Both businesses run on operational rhythm. Both pay heavily when it breaks.
We’ve spent years operating in the gap between systems that don’t agree. That’s a transferable skill.
Each will run as its own discipline.
Early engagements start with one or two functions. Nobody buys the full stack on day one. The list below is what we’d build out together over a 90-day pilot.
Where the dollars are earned or lost before any work is done.
Insurance verification, benefits checks, prior auth status, pre-service estimates. Run as a structured operational queue, not a per-call adventure. The single biggest source of preventable downstream rework.
Submission, follow-up, peer-to-peer scheduling, status tracking. Owned end-to-end so your clinicians stop chasing paperwork.
Demographic and insurance data capture, error-flagging against payer rules, document collection. Done right at intake, not patched at billing.
Where the work converts into actual revenue, or doesn’t.
Coder support, audit trail, edit-loop with providers. We’d staff certified coders into the pod and run the operational layer around them: queue management, follow-up, and turnaround SLAs.
Charge capture review, claim scrubbing, clearinghouse submission, rejection management. Treated as a measured operation with daily metrics, not a black box.
Denial intake, root-cause categorization, appeals authoring, payer follow-up. Treated as a P&L function, not a complaints inbox. The function most providers underinvest in and the one with the fastest payback.
The functions that touch the patient and the financial relationship.
Statement cycles, payment plans, billing inquiries, hardship workflows. Empathy meets process discipline. Recover what’s recoverable, write off what isn’t, and stop spending CS hours on either question.
Status calls, scheduling, billing questions, complaint routing. The volume function that eats most providers’ admin budget, and where FCR and AHT move dramatically with the right operating model.
Audit response, regulatory correspondence, policy file maintenance. We’d build this with you in year two, after stabilizing day-to-day ops. Anyone promising you SOC 2 Type II and HITRUST on day one is lying, including us.
Healthcare buyers ask three questions before any other: Do you have a BAA? Are you HIPAA-compliant? How do you handle PHI? Most BPO pages give you a yes on all three by default. We won’t.
We do not currently hold a BAA. We will execute one as part of the first healthcare engagement, with the customer as counterparty. We will not handle PHI under any circumstances until the BAA is signed and the operational controls are in place. Our infrastructure (Singapore HQ, Philippines delivery) supports HIPAA-aligned operations, but we will not claim formal HIPAA compliance audit until we have it.
What we will commit to in writing: BAA execution before any PHI touches the operation. Defined PHI handling policy reviewed by your compliance team. Access controls, audit logging, and breach notification procedures aligned to your standards. We staff to your compliance posture, not the other way around.
Being early customer number one is different from being customer number fifty. The early engagement comes with things later customers don’t get.
The first healthcare engagement is run by Arbitrail leadership, not handed to a project manager. You talk to the people who’ll architect the operation, not to a sales engineer.
The pod is built around your workflow, not adapted from a generic RCM template. Your EHR, your payers, your specialties, your patient population. We’re learning healthcare from you, and we adjust the model to fit what you actually do.
Every workflow we build with you gets documented and refined. You get the playbook. We get the operational learning. Both sides win.
Early customers price differently than year-three customers. We’ll lock in pricing that reflects the partnership, not the standard rate card.
No account management layer between you and decision-makers. Issues escalate to founders in hours, not weeks.
We are the right partner for one or two specific kinds.
Founder-led conversation. We map your current operation to our operating model. We tell you what we’d commit to and what we wouldn’t.
Scoped pilot. One function, one payer set, one specialty if applicable. BAA executed before any PHI access. Volumes, SLAs, and pricing agreed in writing.
Dedicated pod stood up. Daily monitoring, weekly business reviews, monthly executive readouts. Real volume, real results, real numbers.
You decide. Continue and expand, continue at pilot scale, or end with a clean exit. Pilot pricing reflects the risk you’re taking on us, not the other way around.
You contract with one Arbitrail SG entity. One PM is accountable. One team delivers.
The model we built for travel-tech ops is going to translate into healthcare back-office. We’re certain of that operationally. We just need the first one or two providers or RCM vendors to prove it together. Late customers will buy a proven service at standard pricing. Early customers will build the proven service with us, at terms that reflect the partnership.
If you’re the kind of operations leader who’d rather shape what comes next than buy what already exists, we should talk.