Omnichannel Contact Center

Firstsource Healthcare's omnichannel contact center helps deliver the experience your customers demand in this multi-channel world and enables you to take your member and provider engagement to the next level.
Stay Ahead

Boost customer satisfaction and your NPS with 24/7 omnichannel engagement and support

A unique feature of our Omnichannel Contact Center is our proprietary First Customer Intelligence (FCI) solution, designed to help payers increase revenues, decrease their cost to serve, and improve their Net Promoter Scores (NPS). With FCI, we mine valuable data from customer interactions along all of your communication channels, and turn that data into actionable insights that help you continuously improve customer service, products, and processes. We provide:

  • 24/7 member and provider engagement and support
  • Flexibility to scale up or down as needs arise
  • Inbound and outbound interactions via phone, live web chat, SMS/text email and social networks
  • Automated call routing, callback, email management, social media monitoring, and IVR optimization
  • Analysis of tone, emotion and content of single and multiple customer interactions to drive continuously improvement
  • Full HIPAA and PCI compliance

Why Firstsource Healthcare?

Partner of choice for leading Healthcare Payers

Our clients include 12 of the top 20 healthcare payers nationwide

Data-driven approach & cutting-edge technology

Our solutions are backed by Robotic Process Automation, advanced analytics and more

We service over 50 million covered lives

With our 20+ years' experience in the field, you'll know your customers are in good hands

Related Pages

After Hours Call Center

Healthcare issues don’t wait for convenient times of day. Firstsource's after hours call center services ensures your member and providers get the immediate attention they deserve, leading to higher retention and satisfaction—and a higher Net Promoter Score (NPS).

Telehealth Tech Support

Firstsource Healthcare's comprehensive telehealth support services includes tech support, remote device support as well as patient coaching - enabling success for your telehealth program.

Member Enrollment, Billing and Eligibility

Firstsource Healthcare offers complete member enrollment, billing and eligibility support services for leading healthcare payers, enabling them to deliver high quality services and improve profitability.