Every patient interaction. Handled right.
Powering patient contact centers across 200 million annual interactions — 30% deflected through AI.
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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
Good patient experience is crucial for providers
Rising labor costs, escalating payer denials, and call resolution gaps are making patient experience a high administrative cost. Patient experiences with high hold times and low satisfaction rates continue to be a challenge for all providers, large and small.
RISING LABOR AND OPERATING COSTS
4.4
Healthcare call center hold times average 4.4 minutes — five times HFMA’s guideline.
HFMA, “Ask the Expert: Setting Industry Standards for Call Center Metrics”
High Abandonment risk
7%
Healthcare call centers handling 2,000 daily calls average a 7% abandonment rate.
Keona Health, “Reduce Missed Calls & Boost ROI in Healthcare Centers,” 2025
Call Resolution Gap
52%
Healthcare call centers resolve barely half of patient issues on the first call.
Industry average across multiple sources
PROVEN OUTCOMES
What better patient experience delivers
Real proof from live patient contact center operations across our portfolio.
98.2%
patient satisfaction score
<3%
call abandonment rate
10%
CSAT improvement delivered
Revenue LIfecycle Solutions
Your contact center is your retention engine
The call center is no longer a cost center — it’s where patients decide whether to stay or leave. Firstsource builds the intelligent front door for health systems: omnichannel, HIPAA-compliant, EHR-native, and trained for the full complexity of healthcare financial conversations.
For most patients, scheduling is the front door — and most health systems leave it broken. Firstsource runs omnichannel appointment scheduling across phone, chat, SMS, and portal with industry-leading speed of answer and no-show rates well below the industry average. Integrated with eligibility verification and registration so every encounter starts clean. Proactive reminder campaigns backfill no-shows and keep provider utilization consistently above target.
- Inbound and outbound scheduling across all specialties — voice, chat, SMS, portal
- Automated multi-channel appointment reminders
- Rescheduling and waitlist management
- Referral coordination — inbound and outbound specialist scheduling
- Multi-language scheduling —20+ languages
- Provider template and utilization optimization
Billing calls are where patient loyalty is won or lost. Firstsource resolves balance questions, statement confusion, insurance navigation, and payment processing onthe first call — with agents trained in healthcare financial workflows and HIPAA-compliant data handling. A first-call resolution target above 80% means fewer callbacks, lower cost to serve, and patients who stay.
- Billing inquiry triage and resolution — first-call resolution target above 80%
- Price estimation and real-time benefits discovery
- Payment plan set-up, co-pay collection, and omnichannel payment processing
- Escalation protocols for financial hardship and charity care screening
- HIPAA-compliant handling of all patient financial data
- Agent AI co-pilot — next-best-action prompts during live billing calls
Missed appointments and cold patient accounts represent recoverable revenue that ages out unnecessarily. Firstsource runs proactive omnichannel campaigns across voice, SMS, email, and portal — using propensity scoring to reach the right patient through the right channel before opportunities go cold. Every campaign TCPA-compliant, every touchpoint EHR-integrated, every outreach designed to convert — not just contact.
- Appointment reminder and recall campaigns
- Pre-service collection outreach — propensity-to-pay scoring for segment targeting
- Balance and pre-service notification campaigns — omnichannel, TCPA-compliant
- Post-discharge satisfaction surveys and care gap outreach
- Proactive authorization and referral follow-up outreach
Every patient call is a brand moment. Firstsource's Real-Time Speech AI monitors every interaction — not a sample — catching compliance risk and coaching gaps as they happen, not in last week's audit. QA scores improve measurably within quarters and keep climbing. Every agent supported by an AI co-pilot surfacing next-best actions during live calls so quality scales without headcount.
- Real-Time Speech AI — accent translation across 25+ languages, QA monitoring
- 100% transcript review via GenAI — scorecards by call type, agent, and issue
- CSAT survey collection and trend reporting to client leadership
- HIPAA compliance monitoring on every interaction
- AI co-pilot — next-best-action prompts during live calls for agent assistance
- Automated QA scoring
CLIENT SPOTLIGHT
How AI voice agents drove 79% more screenings and 98%+ satisfaction.
The system needed to close care gaps and lift preventive screening rates across a growing patient population, without expanding contact center headcount. Manual outreach could not keep pace with the volume of patients due for screening.
Firstsource deployed AI voice agents to run proactive, omnichannel screening outreach at scale, contacting eligible patients, booking appointments, and filling open slots in real time. Completed screenings rose 79%, with patient satisfaction holding above 98%.
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98%
patient satisfaction scores
WHO WE SERVE
Built for every care setting
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Hospitals and health systems
End-to-end RCM, and every patient touchpoint that feeds it
Onshore delivery, Medicaid eligibility at the bedside, ER financial clearance, and denial management for the high-volume acute environment across all payer types. We pair this with the patient-facing front door: omnichannel scheduling, registration, and first-call billing resolution staffed for acute-care volumes. Real-time speech AI monitors every interaction, so experience and compliance scale together.
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Physician and specialty practices
Coding-led revenue cycle and a patient-friendly front office
Coding-led RCM for multi-specialty groups, IPAs, behavioral health, radiology, ASCs, and DME/HME, from charge capture through collections. We add omnichannel scheduling, inbound and outbound referral coordination, and proactive reminder and recall campaigns that backfill no-shows and keep provider templates full. One partner for both the schedule and the claim.
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Billing companies and platforms
Revenue Command Center at scale, with patient experience included
Revenue Command Center deployed as a scalable platform, so billing companies and MSOs run one consistent, AI-powered model across every entity. We extend it to the patient-facing layer: first-call billing resolution, propensity-scored payment outreach, and GenAI quality monitoring across 100% of interactions. A patient experience your clients can put their name behind.
CUSTOMER STORY
Collections rose 15%. Patient satisfaction topped 98%.
How AI-driven propensity scoring and omnichannel outreach raised collections while lifting patient satisfaction above 98%.
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When billing feels personal, patients respond
A large academic and public health system was collecting with a one-size-fits-all approach that frustrated patients and drove up cost. Limited visibility into payment behavior meant outreach rarely matched a patient's ability or willingness to pay, and manual methods capped engagement.
Firstsource unified the data, applied AI-driven propensity-to-pay scoring, and shifted outreach to personalized omnichannel engagement across SMS, email, and self-service payment. Collections rose roughly 15%, patient satisfaction climbed above 98%, and cost-to-collect fell.
Firstsource unified the data, applied AI-driven propensity-to-pay scoring, and shifted outreach to personalized omnichannel engagement across SMS, email, and self-service payment. Collections rose roughly 15%, patient satisfaction climbed above 98%, and cost-to-collect fell.
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
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
ConTACT US
Your patient experience scores are an operations problem first
Diagnosed from your actual interaction data, case outcomes, and patient feedback, not a generic CX audit.
- Run by operators managing patient experience for 1,000+ providers not consultants reviewing satisfaction surveys.
- Savings fund the engagement priced on the outcomes it delivers.
- Production-grade operations from day one not a pilot dressed as a transformation.