The decision
Start by separating administrative denials from cases requiring coding or clinical review. Give the assistant a documented set of actions for each permitted denial category, including the evidence to capture and the point at which the case must be escalated.
What to compare
Use a de-identified sample to test whether the candidate can read the reason, locate missing information and record a clear follow-up. Agree deadlines and how unresolved cases are flagged. Do not reward repeated touches that do not move the account forward.
Before you commit
Monitor the age of the queue, completed follow-ups and the share of work returned for correction. Compare similar case types before judging productivity. A difficult payer mix can make raw daily counts misleading.