Transform the patient experience and the operations that power it
We map your operations end-to-end, identify where revenue leaks, redesign workflows, and deliver accountability for recovery gains.
80+
health systems with >$1B net patient revenue
350+
healthcare clients nationwide
1,000+
hospitals & physician practices served
40+ years
of RCM domain heritage (MedAssist)
Everest Group
Featured IT/BPM Provider 2025 – Operationalizing Generative AI in Healthcare
Everest Group PEAK Matrix®
Major Contender 2026 – Revenue Cycle Management Intelligent Operations
Everest Group PEAK Matrix®
Major Contender 2024 – Revenue Cycle Management Operations
Everest Group PEAK Matrix®
Star Performer 2024 – Revenue Cycle Management Operations
WHY THIS MATTERS
What's under pressure in provider operations
Three forces that are driving up costs and creating margin pressures for all healthcare providers.
Rising Denial Rates
41%
of providers now face denial rates of 10% or higher, rising annually
Experian Health Survey
Collection burden
$43B
US hospitals spent in 2025 collecting payments from insurers.
AHA, Costs of Caring Report, 2025
Staff time, not care
12 hours
per week that physician practices spend on paperwork alone.
AMA Prior Authorization Survey, July 2024
Deep domain expertise for Health systems
Consulting built for the revenue cycle operations
The gap between insight and impact is where most consultants stop. It's where we start.
Patient experience redesign
We redesign every patient touchpoint from scheduling to discharge so avoidable contact volume falls and access improves.
Workflow and process redesign
We redesign revenue cycle, workflows so cost to collect drops and unit cost stops climbing.
CLIENT SPOTLIGHT
Transformed collections operations can unlock 240% higher recovery
The engagement identified significant revenue recovery opportunities, uncovering over 500K in projected leakage, 1000's of billing and documentation issues, and a clear path to improve financial performance. A phased transformation roadmap was developed to strengthen revenue integrity, accelerate recovery, and unlock sustainable improvement across the revenue cycle.
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$29.6M+
recoverables projected
How we deliver value
Transform. Implement. Operate.
One continuous motion across patient operations, revenue cycle, and care delivery. Select a phase to see what we do and what we are accountable for.
Diagnose the real state of your patient operations before committing to a direction
We map access, revenue cycle, and back-office operations end-to-end, benchmark against peer providers, and surface where cost-to-collect, denials, and patient friction compound.
Discover AI-native operations diagnostics
- Patient journey mapping across access, registration, care navigation, billing, and discharge
- Revenue cycle diagnostic: denial rates, rework, eligibility gaps, and authorization friction
- Contact center benchmarking against healthcare peers in resolution rate and patient satisfaction
- AI readiness assessment across people, process, systems, and governance
Design and build the operation your diagnostic said was possible
Design the future-state provider operation across access, revenue cycle, and back-office with a business case finance and compliance can defend.
Define requirements and business case
- Future-state requirements built from diagnostics
- Prioritized initiative roadmap with sequencing logic across patient access, revenue cycle, and care delivery
- Business case with return on investment model
- Success metrics tied directly to patient satisfaction, cost per contact, and denial rates
Design patient and care staff experience
- Experience design across patient and care team journeys
- Technology architecture for patient access, registration, and revenue cycle modernization
- Phased implementation plan with milestones, accountable owners, and risk controls
Deliver the outcomes the business case promised
We run the provider operation we designed, holding collections, denials, and patient access gains long after the engagement officially closes.
Deploy and own the outcomes
- Change and adoption management across clinical, administrative, and patient-facing functions
- Patient satisfaction and revenue cycle benefit tracking reported against the business case
- Benefit realization tracked and reported until every outcome in the business case is closed
TESTIMONIAL
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
What Firstsource Consulting provides is a team of experts who can be real partners with us in driving innovation.
Firstsource's consulting deliverable is at par, if not better, than any Big 4 consulting company deliverable.
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.
contact us
Start with discovery
- Rapid diagnostics: AI maturity mapped across your operations.
- Expedited benchmarking: Your position versus vertical peers.
- Fastracked roadmap: Where Kairos creates the most value, first.