Claims Desk

The problem

Missing information and disconnected handovers can hold up an otherwise valid claim.

What the package includes

• Claim preparation checklist
• Documentation completeness checks
• Submission workflow support
• Query and exception register
• Claim status tracking
• Regular operational reporting

How an engagement works

First, scope the workflow and agree access. Next, review the relevant process and document exceptions. Then, assign corrective actions and support the agreed submission or follow-up steps. Finally, review progress with your nominated lead.

Scope and fees

Fees are quoted against an agreed scope. Request a written proposal covering deliverables, exclusions, responsibilities, reporting, the fee basis and review dates before committing. We agree whether the work is a defined project or an ongoing service before it starts.

Who this is for

Facilities seeking a more consistent claims process and clear ownership of outstanding actions. The review should include your finance lead and the people responsible for documentation.

Bring structure to the daily claims queue

A busy claims desk needs a shared view of what is ready, what is missing and who can resolve each exception. We help facilities organise that work around a documented checklist rather than separate messages and personal spreadsheets. Your clinical and finance teams retain responsibility for the records and decisions within their roles.

Start by identifying the services, payer pathways and submission systems in scope. We then agree how work arrives at the desk, which checks happen before submission and where questions are escalated. A missing item is recorded as an action with an owner, rather than being left inside an untracked conversation.

Operational outputs you can review

The working register can show the facility’s reference, workflow stage, outstanding action, assigned owner and last follow-up date. Reports should distinguish prepared work, submitted work and unresolved queries. A submission count alone does not tell you whether an item has been accepted or paid.

During an engagement, your nominated lead reviews recurring exceptions and decides which internal process needs attention. An agreed reporting rhythm helps the team follow a consistent process and identify bottlenecks early. We do not alter clinical findings or create evidence that is absent from the original record.

Information and access

We agree authorised access, confidentiality and the working channel before handling operational records. Access should be limited to the people and systems needed for the assignment. Your facility remains involved in resolving questions that require clinical judgement or confirmation from an authorised officer.

For the first conversation, share only your facility type, approximate monthly claim volume and the workflow issue you want to address. Do not send patient names, identifiers or claim documents through this website. A discovery conversation establishes whether an ongoing desk, a focused review or another package is the appropriate starting point.

Explore our healthcare practice for related support, or contact our Nairobi office to discuss scope.

Related healthcare support

Discuss your facility

Find out where your workflow needs attention.

Start with a business enquiry. Keep patient information out of this website.