Back-office operations, delivered and underwritten
From claims and servicing to processing and support across healthcare, mortgage, financial services, and telecom, we deliver operations with built-in human and AI accountability, and outcomes we stand behind.
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Silver Globee® Winner
2026 Best Artificial Intelligence Service Provider of the Year
AI Excellence Award Winner
By Business Intelligence Group for our work on Small Language Models
ISG Provider Lens
Leader in Generative AI Services, Development and Deployment Services
ISG Provider Lens
Leader in Generative AI Services, Strategy and Consulting
NelsonHall NEAT Leader 2025
For Generative AI & Process Automation in Banking
WHY THIS MATTERS
Scale without accountability is just a bigger problem
Strategy meets reality at the front line. Three forces make AI-native delivery non-negotiable.
Pilot-to-Production Gap
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67%
of enterprises have yet to move AI beyond experimentation. The result is a growing gap between organizations that are testing AI and those that are transforming operations.
McKinsey & Company - State of AI 2025
Back-Office BPO Acceleration
8.7%
The back-office BPO market is projected to grow from $245 billion in 2024 to $562 billion by 2033, reflecting accelerating demand for scalable operational capacity.
DataHorizzon Research - Back-Office BPO Market, February 2026
AGENTIC AI INFLECTION
40%
of enterprise applications will embed task-specific AI agents by end of 2026 — operations delivery is where those agents need a human-plus-AI workforce behind them.
Gartner, Press Release, August 2025
PROVEN OUTCOMES
Operations delivery outcomes — at scale
Live proof from front-line operations across healthcare, mortgage, BFS, and telco.
1,000+
providers served
Backed by specialists, and certified coders, and industry recognition from Everest Group and ISG, we deliver healthcare operations at scale, across 30+ revenue cycle services.
$2Bn+
transactions annually
Our platforms and operations process more than $2 billion in back-office transactions every year, managing over 2 million mortgage loans, and enabling 300 million+ digital customer interactions.
80%+
lesser manual effort
For a major EHR implementation and services provider, intelligent automation streamlined accounts receivable workflows, reduced manual effort by over 80% and tripled productivity without increasing headcount.
35%+
faster resolution
A global telecommunications provider replaced traditional FIFO queue management with intelligent fault prioritization, accelerating issue resolution by 35% and reducing churn among high-value customers by 25%.
SOLUTION DEEP DIVE
Five delivery domains. One accountable operating model.
How front-line back-office delivery is structured across healthcare, mortgage, payer, fintech, and telco operations.
Delays in coding, errors in claims, gaps in prior auth, and receivables that ages unworked all translate directly to cash owed but not collected.
- Specialists across patient access, coding, claims, denials, prior auth, and receivables collections
- American Health Information Management Association and American Academy of Professional Coders certified coders fluent in every major coding system.
A processing error during a loan setup can derail the entire application. A missed post-close condition creates investor buyback exposure. We run operations for mortgage lenders and servicers in the US, building socities in UK, and banks globally.
- Full origination stack: loan setup, processing, underwriting support, closing, and post-close QC.
- Servicing: loan boarding, modifications, escrow analysis, and default management.
- Mortgage services in the US is provided by Sourcepoint
Member inquiries, claims questions, appeals, and enrollment work cannot sit in a queue. These delays create member experience failures and regulatory exposure. We run health plan back-office processes with a human + AI workforce and autonomous agents.
- Appeals and grievances handling
- AI co-pilot for specialists: real-time SOP guidance and claim navigation
A slow KYC process creates onboarding friction. An unworked collections queue turns collectible debt into write-offs. We process billions of back-office transactions annually and reach millions unique customers with hyper-personalized digital collections.
- Invoice processing and three-way matching: AI/ML validation throughout
- KYC operations and customer onboarding back-office
- End-to-end collections management from outreach to reconcilliations
WHO WE SERVE
Front-line delivery built for every vertical we serve
The same HITL and HOTL accountability model — applied to theworkflows, compliance requirements, and operating rhythms of each domain.
HEALTHCARE PROVIDER
Specialist agents · Certified coders
We provide end-to-end revenue cycle management, from patient access through accounts receivable collections, supporting hospitals, health systems, academic medical centers, and physician practices.
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Health Plans
7 of the top 10 US health plans
We support member services, claims inquiries, enrollment, benefits administration, and appeals operations, helping health plans deliver faster, more consistent outcomes through technology-enabled service delivery.
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MORTGAGE
Leading US mortgage servicers
We provide end-to-end mortgage operations from our nearshore delivery center in Mexico City, with US time zone alignment, English-language support, and deep expertise in agency and government-backed mortgage programs.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
Building a strong foundation for growth: how a leading dental plan transformed operations with strategic partnership
Discover how a leading dental plan partnered with Firstsource to transform operations, reduce costs, improve CSAT, and enable scalable growth through AI and a hybrid delivery model.
contact us
Most partners run the operation. We are accountable for the outcome.
Tell us where delivery is falling short of design; SLA breaches, rework rates, or headcount that keeps growing without throughput following. We will show you where accountable AI-native delivery changes the economics.
- Diagnosed by operations specialists running the same workflows — not advisors reviewing them.
- HITL and HOTL accountability built into every workflow from day one — not added later.
- Priced on the outcome delivered, not the headcount deployed.