In 2028, paper claims will be non-compliant. Most plans are still receiving it.
Our proprietary intake platform, built on 21 years of mailroom operations, digitizes paper at the point it arrives - so claims move cleaner, appeals start on the right clock, and every record stays audit-ready.
12 of Top 15
US health plans
3 of Top 5
Blue (BCBS) plans
100M
lives touched across the value chain
Avasant RadarView™
Leader in Healthcare Payer Business Process Transformation
Everest Group PEAK Matrix®
Leader in Healthcare Payer Intelligent Operations
NelsonHall NEAT
Leader in Healthcare Payer Agility & Innovation
Everest Group
Front-runner in the Generative AI Healthcare Payer Market
NelsonHall
Leader in Healthcare Payer Operational Transformation
ISG Provider Lens™
Leader in Payer Transformation on Healthcare Digital Services
Everest Group PEAK Matrix®
Leader in Healthcare Payer Business Process as a Service Solutions (BPaaS)
WHY THIS MATTERS
Paper intake is now a compliance risk
Paper intake was an efficiency problem. The 2028 mandate made it a compliance one.
Compliance clock
$781M
CMS now mandates electronic claims attachments by May 2028, with about $781M in projected annual savings from eliminating fax and mail. Plans still on paper have a 2-year window.
CMS Final Rule CMS-0053-F, March 2026
Going backward
24%
Only 24% of medical plans are fully electronic for claims attachments, down from 32% in 2024. Attachment digitization is moving backward as the mandate deadline approaches.
CAQH Index 2025, via HFMA, March 2026
Denial risk
50%
Missing or inaccurate data is the leading cause of claim denials, cited by 50% of revenue cycle leaders. Manual paper intake is where many of those errors enter.
Experian Health 2025 State of Claims Survey
PROVEN OUTCOMES
What a purpose-built intake platform delivers
Live outcomes from healthcare plan programs across multiple US health plans.
85%
transactions by bots
Across claims, enrollment, and correspondence intake, 85% of transactions now run through bots rather than manual handling.
66%
TAT reduction for urgent appeals
AI and ML triage resolves 99.5% of urgent appeals within 4 hours at 99.99% accuracy, cutting turnaround from 12 hours
~4B
pages processed
Firstsource processes about 4 billion pages a year across claims, appeals, enrollment, and provider documents.
>99%
turnaround adherence
across every document type, from 30-minute provider supply windows to 48-hour standard intake.
Digital Mailroom Solutions
Where intake runs, on the platform built for it
Five stages from physical mailroom to process intelligence. None on retrofitted OCR.
The fax pile is a compliance deadline
7 US mailrooms process paper intake for health plan clients with end-to-end traceability and 100% turnaround adherence from 30 minutes to 48 hours, across 350-plus sort types.
- Accountable mail tracking
- X-ray and CD/DVD conversion
- Return mail and duplicate handling
Documents sorted before a human touches them
Firstsource proprietary platform uses RPA, AI and ML, and multiple OCR engines to classify 15-plus appeal types, flag priority items, and process 85% of transactions by bots.
- Handwritten to unstructured formats
- Duplicate check and validation
- >99.6% critical field accuracy
Claims data captured, not re-keyed
AI and ML data capture across 220 million claims a year, integrated with CPT, CDT, and ICD-10 code sets, output in EDI 837, 277CA, and 278 for straight-through processing into NASCO, Facets, QNXT, and HealthRules.
- Field and form-level validation
- XML, JSON, and EDI outputs
Urgent appeals routed in minutes
Multichannel A&G correspondence at scale, sorting urgent from standard and cutting urgent appeals turnaround from 12 hours to 4 hours at 99.99% accuracy.
- 5.3M+ A&G cases
- 15+ appeal types, 65+ keywords
Process mining built into intake platform
Firstsource's purpose-built intake platform includes a configurable rule framework, dynamic SLA management, and embedded process mining that surfaces bottlenecks across every transaction.
- Real-time client dashboards
- Embedded process mining
- 21 years of mailroom operations
WHO WE SERVE
Your plan type determines what arrives on paper and how fast it has to move
We build the intake operation for your plan type, document mix, and regulatory timeline.
National plans
Multi-state paper volume, one intake model
National plans receive paper across every state, every LOB, and every document type. Firstsource runs 15 health plan mailrooms across 7 US locations with end-to-end traceability on every document.
Blues plans
A&G paper can't wait for a desk to process it
Blues plans face CMS A&G turnaround mandates on paper-submitted appeals. Our proprietary platform digitizes at intake so regulatory clocks start from the right moment, not from when the paper reached a desk.
Self-funded
Every paper claim delayed is an employer cost
Self-funded plans carry the direct cost of paper intake delays in claims processing. Firstsource turns 95% of orders around in 30 minutes, with 5M-plus documents a year processed at that speed.
PROOF OF DELIVERY
Live intake programs, each proving a different result
Supply-chain speed, mailroom scale, and operating tenure. Each from a different proof point.
5.3M+
A&G cases processed annually
Firstsource processes 5.3M+ appeals and grievance cases a year across 15-plus appeal types, with 99.5% managed within the 4-hour CMS turnaround mandate.
15
health plan clients
Paper intake runs across 15 health plan clients with 7 US mailrooms, with every document tracked from receipt through processing and final disposition.
21 years
of digital intake
Health plan mailroom and digital intake operations have run for 21 years, covering every document type, channel and stage of the intake process.
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
Paper is a deadline now, not a habit. Convert it before 2028.
- 21 years of health plan mailroom operations.
- Priced on turnaround and accuracy, not headcount.
- 220 million claims captured a year at above 99.6% accuracy.