In a multi-channel world, relying on conventional customer care means getting left behind

As live chat customer service, email, and social media become increasingly ubiquitous, customers now expect these omni-channel communication options from all of their service providers. As video appointments become more common, less tech-savvy customers need guidance to navigate the systems that will connect them with their physician. The post-ACA healthcare landscape isn’t the only landscape that has been significantly reformed in recent years—technological advances have set a higher standard for client care, requiring that your client care methods be reformed as well.

Firstsource’s combination of expert staff, technological resources, and industry knowledge positions us to provide client care when, and how, the client needs and wants it. Using our omni-channel client care services, you can offer members and providers on-demand support and continuity of experience from email communication through to web-enabled face time. And with our deep and broad understanding of the healthcare industry from the perspective of payer, provider, and member, you can be sure that questions will be answered accurately, paperwork will be completed and filed correctly, and clients at all levels will be treated in a manner that reflects the highest industry standards.

Because communication is key

Member and Provider Contact Center Solutions

Firstsource reduces or eliminates the need for contact-center infrastructure and staffing by routing those needs through our own US based contact centers. Our staff is available 24 hours a day, seven days a week to address member and provider concerns, and support is scalable to accommodate increases or decreases in contact volume with short notice. And all of our systems and processes are fully HIPAA compliant.

Services include inbound and outbound calls and email, live chat, and social media support. Firstsource’s member and provider support staff is thoroughly equipped with knowledge of your products and services, familiarity with your client base, and decades of experience in the industry to represent your brand and provide seamless transition from our support services to yours as needed. Our contact center technology automates call routing, callback, email management, social media monitoring, and IVR for optimal distribution of resources and maximum efficiency without sacrificing the personal attention that creates loyal clients in a rapidly growing market.

Telehealth Tech Support

Virtual Visit Support. Firstsource helps remote patients with the technological aspects of the telehealth patient experience. Support includes device setup (computer, tablet, or smartphone), app or software setup (Windows, iOS, and Android systems), connectivity testing and verification, and troubleshooting and familiarization. Firstsource’s knowledgeable specialists are available via outbound call, inbound call, or video chat.

Remote Device Monitoring. Firstsource monitors networked diagnostic devices such as stroke carts to ensure that connectivity remains uninterrupted, rebooting if necessary, and alerting the doctor if interruption occurs during this crucial task. Firstsource’s support staff also assists patients with connected, clinical-level consumer devices such as glucometers and heart rate monitors. Experienced specialists help patients set up apps, configure devices, and register online.

IVR Optimization

Interactive voice response (IVR) technology allows members and providers to interact with your system via voice or key tone. Firstsource helps you determine how to best make use of your IVR to automatically route calls to the appropriate party and provide account and plan information to further optimize the IVR experience.

Navigators in a complex landscape

Open Enrollment Member Support

Firstsource’s member support specialists help members understand open enrollment, plan options, and benefits and guide them through the enrollment process, using accessible and transparent language via the member’s channel of choice.

Medicaid/Medicare Customer Support

Member support staff trained and experienced in the intricacies and requirements of Medicaid and Medicare, help customers navigate the process of applying for benefits. They work directly with members to help them understand their options and select and enroll in the Medicaid or Medicare plan that best serves their needs.

Premium/Exchange Payment Support

Our support staff guides members through the often-complicated process of paying premiums for coverage purchased from the member’s state health insurance exchange.

Video Appointment Support

Firstsource support specialists prepare members for video appointments by ensuring that they understand the technology and steps for connecting with their physician. Specialists are knowledgeable in a wide variety of platforms—iPhone, Android, laptop, tablet, many others—that the member may be using, to be able to give clear, accurate, and responsive guidance.

The needs of your business, in good hands

Broker Services Support

Brokers aren’t just a source of connection between you and potential and current members—they are also a source of guidance and assistance that can lead to a positive experience for customers. Firstsource’s broker support services facilitate those interactions by providing access to information and tools they will need to assist, inform, and engage.

Referrals/Authorizations Support

As providers make contact in search of authorization for procedures or medications, or as they make a case in favor of a patient referral, our support staff communicates guidelines, provides standard and specialized forms for making requests, and ultimately responds with authorization or denial.

Case Resolution Support

Firstsource case resolution specialists serve as a liaison between your members, providers, and team as you address appeals and inquiries related to the healthcare services you provide. Their analysis, acumen, and insight enable them to identify and rectify pain points for the quickest, smoothest case resolution possible.

Engagement Solutions

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Member and Provider Contact Center Solutions

IVR Optimization

Member Support

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Open Enrollment Member Support

Medicaid/Medicare Customer Support

Premium/Exchange Payment Support

Video Appointment Support

Payer Support

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Broker Services Support

Referrals / Authorizations Support

Case Resolution Support