Published 17 October 2026 · Last updated 17 October 2026
The challenge
The client runs a platform for doctor discovery, appointment booking and teleconsultation across India and the Middle East. Every booking, bill and lab visit touches patient data, so its operations team had to meet healthcare data standards from day one.
The client wanted to own that team in time. The risk was the handover: in regulated work, a rushed transfer can break compliance and service at the same moment.
Our approach
- Compliance built in, not added on. The team worked to HIPAA, ISO 27001 (SSGSERV certified), India's IT Act and the client's own data-privacy policies.
- Quality checked every day. At least 20% of transactions were audited every day by a dedicated quality team, well above typical sampling rates.
- Scope that grew with the client. The work started in India and the Middle East and later added US appointment booking. The team grew from 30 to 155 people, with annual attrition under 15%.
- Transferred one function at a time. Ownership moved in stages, geography by geography and function by function: medical billing first, then doctor appointments, back-end operations, phlebotomy (home sample collection) appointments and the vendor portal. Each stage moved only when the one before it was stable.
The impact
By 2024 all 155 people and every function sat with the client, and service did not stop at any stage of the handover.
Why it matters
In regulated work, the safest transfer is a staged one. Moving one function at a time, with the team still in place, lets a client take ownership without taking on risk.
