RP Sanjiv Goenka Group
Blue Shield of California

Agenda

Date: 14th – 15th February 2024

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Start Time
21:15:00
Duration
00:15:00
Welcome at the center and Introductions
End Time
21:30:00
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Start Time
21:30:00
Duration
00:30:00
Firstsource Overview
Service Offerings, Clients and Contact Center Experience
End Time
22:00:00
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Start Time
22:00:00
Duration
01:00:00
Digitally Enabled Contact Center
Firstsense AI Health Plan Operations Transformation Assets
  • GenAI – Benefits Inquiry and Claims Status Inquiry Copilot
  • Instructional Design Copilot
  • Hiring and Training Simulator
  • Smart Mailbox Copilot
  • Guided Agent Navigation Support (Yonyx and SONAR)
  • Visual IVR and OnDemand Apps
  • Conversational AI Tools for Superior Experience
End Time
23:00:00
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Start Time
23:00:00
Duration
00:10:00
Tea/Coffee Break
End Time
23:10:00
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Start Time
23:10:00
Duration
00:45:00
Agent Lifecycle
Talent Acquisition, Talent Management, Training and Quality, Floor Support
End Time
23:55:00
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Start Time
23:55:00
Duration
00:10:00
Workforce Management Solution Overview
Interval Level Staffing, Part Time Staffing, Capacity Planning, Gig Staffing
End Time
00:05:00
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Start Time
00:05:00
Duration
00:15:00
Operations Session
Discussion with Healthcare Contact Center Associates
End Time
00:20:00
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Start Time
00:20:00
Duration
00:10:00
Wrap-Up and Next Steps Discussion
End Time
00:30:00
Session Timing  Duration (Mins) Session Name
23:30 – 23:45 hrs 15 Welcome at the center and Introductions
23:45 – 00:15 hrs 30 Firstsource Overview Service Offerings, Clients and Contact Center Experience
00:15 – 00:30 hrs 15 Operations Session Discussion with Healthcare Contact Center Associates
00:30 – 00:45 hrs 15 Workforce Management Solution Overview Interval Level Staffing, Part Time Staffing, Capacity Planning, Gig Staffing
00:45 – 01:30 hrs 45 Agent Lifecycle Talent Acquisition, Talent Management, Training and Quality, Floor Support
01:30 – 01:45 hrs 15 Tea/Coffee Break
01:45 – 02:45 hrs 60 Contact Center Capability Overview Session
Firstsense AI Health Plan Operations Transformation Assets
  • GenAI – Benefits Inquiry and Claims Status Inquiry Copilot
  • Instructional Design Copilot
  • Hiring and Training Simulator
  • Smart Mailbox Copilot
  • Guided Agent Navigation Support (Yonyx and SONAR)
  • Visual IVR and OnDemand Apps
  • Conversational AI Tools for Superior Experience
02:45 – 03:00 hrs 15 Wrap-Up and Next Steps Discussion

Team Introduction

Picture of Anup Panthaloor

Anup Panthaloor

Sales and CRM

Picture of Rajesh Reddy

Rajesh Reddy

Client Services

Picture of Bikash Biyala

Bikash Biyala

Healthcare Operations

Picture of Philip Commeyne

Philip Commeyne

Healthcare Operations

Picture of Piya Malhotra

Piya Malhotra

Human Resources

Picture of Hiren Dhanecha

Hiren Dhanecha

Talent Acquisition

Picture of Reetoopan Kaushik

Reetoopan Kaushik

Training and Quality

Picture of Reyarvin Generale

Reyarvin Generale

Training and Quality

Picture of Kevin Pinto

Kevin Pinto

Administration

Location Overview

Talent Leadership

Talent Acquisition

Hiring the right talent is key to success of our programs

Talent Management and Retention

Employees Comes First

Capability Development

Learning Journey of our Employees

Inclusion and Diversity

We fully embrace an inclusive workplace culture

Our Spectrum of Offerings across the Health Plan Value Chain

Intelligent Back Office

Simplifying clinical and financial experience for patients and healthcare providers

  • Digitally Empowered Contact Center – Member and Provider services
  • Claims Operations
  • Enrollment Operations
  • Membership and Billing
  • Provider Data Management
  • Provider Credentialing
  • Complaints, Grievances and Appeals

Platform Based Services

Improving customer experience, driving digital transformation by leveraging Platforms and delivering underlying process efficiencies

  • Medicaid Redetermination
  • Digital Intake - Claims, Enrollment, Auth, Appeals, HEDIS, Correspondence
  • Corporate Mail to Email Digital Post-office Solution
  • Core Admin Business Process as a Service (BPaaS)

Digital Health Data & Analytics

Ensuring a seamless digital experience for Patients across all channel

  • Medical Devices
  • Patient Outreach
  • STAR, HEDIS
  • Risk-Adjustment
  • Medication Adherence
  • Process Mining
  • Predictive & Preventive AI
  • Generative AI Copilots
  • Intelligent Automation

Industry Analysts and Clients are endorsing Firstsource’s approach

Leader in Healthcare Payer Operational Transformation

Leader and Star Performer in Healthcare Payer Operations

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Innovator in Claims Processing Transformation

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#1 in Eligibility and Enrollment Services

Leader/Rising Star in Healthcare Digital Services

Rising star in Payer BPaaS Services

Placed in BPS Top 10 Service Providers by Growth

Bloomberg

Recognized on Bloomberg Gender-Equality Index 2023

Intelligent Back-Office Operations

Contact Center

Transform every Member and Provider call to an exceptional experience that builds loyalty

Claims

Transform fragmented, manual and error-prone claims operations into Digital-First Operating Model

Provider Operations

Turn ordinary PDM and Credentialing processes into extraordinary provider & member experiences

Enrollment and Billing

Transform E&B transactions to delightful member experiences while providing timely access to care

Digital Intake

Turn ordinary mailroom processes into extraordinary experiences for everyone

FirstSenseAI

Intelligent Back-Office Operations

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