| Healthcare |
Focused business solutions for payers and providers to effectively manage business and increase bottom line. Enabling companies enhance focus on quality of healthcare, customer satisfaction and return on investment |
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| Awards |
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Nasscom’s Top 15 Indian BPO
Companies (2010-11)
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Among India’s Best Companies to
Work for The Great Place to Work
for Institute (2011) |
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| Corporate Offices |
India
Paradigm B, 5th Floor, Mindspace,
New Link Road, Malad West,
Mumbai 400 064
Tel.: +91 (22) 6703 5700
Fax: +91 (22) 6703 5701 |
UK
Space One,
1 Beadon Road,
London W6 0EA
Tel: +44 (0)20 8237 4500
Fax: +44 (0)20 8237 4501
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USA
1661 Lyndon Farm Court,
Louisville, Kentucky 40223
Tel: +1 502-499-0855
Fax: +1 502-515-5364 |
Australia
Level 13 Macquarie House,
167 Macquarie Street
Sydney NSW 2000
Tel: +612 8667 3179
Fax: +612 8667 320 |
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Healthcare Provider |
For more than 20 years, Firstsource has been improving revenue cycle performance for healthcare providers. The company’s eligibility services and receivables management solutions blend people, process and technology to deliver sustainable results whether the need is a short-term customized project or long-term revenue cycle initiative. Firstsource’s mission is to leverage demonstrated operational excellence and proven performance track record while treating patients with dignity,compassion and respect.
With a commitment to provide exceptional customer service and to exceed the needs of clients, Firstsource utilizes best practices to provide the healthcare provider comprehensive revenue cycle management solutions. Rather than viewing clients’ receivables, eligibility, collections and business office processes as a series of individual events; Firstsource delivers an assimilated process with the following integrated solutions:
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- Innovative business process outsourcing solution for healthcare providers that reduces accounts receivable and increases cash flow
- Management of end-to-end business office processes with improved outcomes
- Up-front purchase of all related assets and employees provides an infusion of cash, reduces and controls operating expenses and increases availability of onsite space for revenue generation
- Seamless interaction with administration, management and all departments
- Human resource management that reduces expenditure for staffing, recruitment, training and retention
- Key performance indicators ensure increased performance measures and support a risk-reward pricing option to the client
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- Focused receivables management solution that manages aged account follow-up, works accounts before they age, identifies problem payer categories and eliminates backlogs in correspondence before they develop
- Cash flow acceleration and full account resolution, including determination of liability and identification of unrealized contractuals and adjustments
- Complete and accurate assessment of accounts receivable, including scrubbing of balances to collect insurance and cash value accounts and resolution of non-cash accounts
- Established client policies and procedures are mirrored to ensure all aspects of the receivables process reflect the client’s protocols
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- Self-pay conversion of patient accounts to a payer source through federal, state and county programs; Medicaid management; and identification and follow-up for hospital charity and financial assistance programs
- Patient account representatives highly qualified and experienced with patient eligibility in all 50 states provide support for problems associated with local and state-specific regulations
- Patient advocacy reduces patient stress through education, emotional support, verifications and transportation
- Social services approach dedicated to treating every patient with dignity, compassion and respect results in improved patient satisfaction
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- Comprehensive suite of collection service programs that includes scoring strategies and account segmentation, dispute resolution, customized calling campaigns and letter series, skip tracing, full account resolution, negotiating and monitoring partial payment arrangements, credit bureau reporting and litigation
- Advanced scoring technology utilized to predict the patient’s ability and propensity to resolve the account and prioritization of accounts based on demographics and collectability
- Appropriate work effort determined for each account based on the evaluation of collectability
- Healthcare-focused operating environment that ensures the flexibility and social sensitivity necessary to maintain a client’s positive
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- Innovative suite of eligibility services solutions that increase revenue for the Managed Care Organization while ensuring qualified health plan members receive additional assistance with benefits through federal and state government cost-sharing programs
- Social services approach to identify and help qualify dually eligible members in applying for federal and state benefits
- Proactive approach to identify and manage monthly capitation discrepancies through retrospective reviews and reconciliations
- Assistance with open enrollment, ongoing member retention and recertification of dually eligible benefits through a professional call center environment with advanced technology
- Member assistance with Medicare Part D enrollment and low income subsidy applications in accordance with CMS guidelines and regulations
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- Short- and long-term interim staffing solutions for executive leadership, management and team level positions
- Detailed operational assessments and increased product line profitability
- Seamless performance during promotion transitions or medical leave absences
- Assistance with start-up projects and revenue cycle process improvement
- Established key performance indicator metrics to promote process improvement
- Creation of synergies among all functional areas
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- Physician enrollment payment mechanism provided once credentialing is complete
- Provides risk mitigation for the client, accreditation and minimizes exposure from lawsuits under the Healthcare Quality Improvement Act
- Completion of appropriate third-party enrollment forms to secure reimbursement and monitor all enrollment applications for approval and timely renewals
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- Support and solutions for contact center challenges created by global and national time zones in providing effective customer service
- Proprietary contact center application enables effective 24/7 management of contact center services and information technology support
- Cost-effective integrated delivery system
- Best practices and automation tools ensure operational excellence and enhanced process function
- In-house applications and performance management tools to drive continuous improvement
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- Alternative financing option through which patients are offered a credit line for their medical expenses, and facilities are relieved of the active accounts receivable
- Low interest credit card that pays the client’s facility 100% up front and extends the payment period for patients with smaller, more manageable payments
- Integrated delivery system that offers a total private pay solution
- Program used exclusively for services rendered by the client, creating brand loyalty
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Resources |
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Point of View |
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Articles |
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Case Studies |
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Testimonials |
" Firstsource excels at managing our call center. In the past, this area was a problem for us and consumed excessive amounts of valuable management time. Now that Firstsource oversees the call center, we rarely even discuss the function because it is so well run and seldom hits our radar screen. "
- Gary Breuer,
Vice President, Revenue Cycle, Alexian Brothers Health System |
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