Growth in health plan membership and an increasingly complex regulatory environment have driven greater use and reliance on paper and a variety of electronic formats across enrollment, payments, claims, provider contracting and credentialing processes. The manner in which a healthcare payer processes this enormous and growing volume of incoming correspondence directly impacts the customer journey, operational effectiveness—and the bottom line. Delays can lead to member dissatisfaction, reputational and operational risks, as well as compliance challenges resulting in costly fines.
Processing more than five million digital transactions per month for payers across the U.S., Firstsource provides complete digital mailroom and document services to automate manually intensive tasks and empower data-driven decisions across people, process and technology by creating an intelligent, centralized data repository. In fact, five of the top 10 U.S. health payers rely on us to manage their mailroom and document operations.
Using our proprietary automated workflow enhanced with Robotic Process Automation (RPA), Machine Learning and Artificial Intelligence (AI), Firstsource helps payers to improve efficiencies, service and quality. We provide:
The client approached Firstsource to help understand the reasons why patients were contacting them and for help to improve customer service. The Firstsource solution helped the client improve customer experience, reduce cost to serve and increase appointment rates for patients.
increase in contact deflection
increase in appointments via system optimisation
increase in patient experience scores
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology