| Dimension | Traditional BPO | Edge |
|---|---|---|
| Staffing model | Anonymous seat-based — workers rotate, you don't know who's on your account | Named, dedicated professionals who work exclusively for you |
| Accountability | SLA-based — you measure output metrics, not relationship | Your hire reports to you. Dedicated RM provides on-the-ground support |
| Training | Generic process training — workers follow scripts | Edge Edu certified on your specific EHR, payers, and workflows |
| Compliance | Varies widely — often self-certified HIPAA | Secured campus, HIPAA-grade VPN, biometric access, enterprise equipment |
| Flexibility | Volume-based contracts with minimums | Scale up or down by individual — no minimums |
| Quality control | QA teams review random samples | Direct oversight — your hire is your team member |
| Communication | Account manager intermediary | Direct Slack, Teams, phone, or video with your hire |
| Knowledge retention | Worker rotates off — knowledge leaves | 97% retention — your hire grows with your practice |
| Cost transparency | Per-transaction or per-FTE with hidden fees | Flat monthly fee. No transaction fees, no hidden costs |
| Best for | High-volume, low-complexity processing | Practices that need integrated team members who understand their business |
BPO workers rotate across accounts. The person who processed your claims last week may never touch them again. Your payer-specific nuances get lost every shift change.
BPOs follow scripts. They can't learn your specific payer relationships, denial patterns, or appeal strategies because different people handle your work every day.
Most BPOs claim HIPAA compliance but can't show you where your data is being processed, on what equipment, or by whom. Edge gives you named individuals on secured campuses with auditable infrastructure.
Per-claim processing fees, setup fees, minimum volume commitments, overage charges, rush fees. By the time you add it all up, the "savings" evaporate.
"Our BPO was processing 400 claims a month for us but denial rates kept climbing. We switched to Edge and got a dedicated biller who learned our payer mix. Denials dropped 34% in the first quarter."
See how dedicated Edge talent compares to your current BPO arrangement — with real numbers.
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