The decision
Define the aging buckets, payer groups and balances assigned to the assistant. Provide an approved call script and a standard note format covering date, contact, reference number, outcome and next step. This prevents a follow-up queue becoming a collection of vague notes.
What to compare
Agree how the assistant handles missing documents, contradictory payer responses and cases nearing a deadline. Reserve decisions about write-offs, refunds and disputed clinical information for the authorised team.
Before you commit
Measure movement through the queue, completeness of notes and timely escalation. Recovery results depend on more than an assistant's activity, so avoid promising a fixed collection outcome from an hourly staffing arrangement.