Address:
5725 Mark Dabling Boulevard
Suite 200
Colorado Springs, Colorado 80919
USA
303-886-3823
Contact Information
Michael Roy
SVP, Healthcare Customer Engagement
303-886-3823
michael.roy@na.firstsource.com
Year Incorporated or Founded:
2000
State Incorporated or Founded:
Delaware
Company Type:
Language interpreter service, Patient education/engagement service
Company Type - Other:
HIPAA compliant TeleHealth contact center enabling "tech checks" for patients and physicians prior to their telehealth visit, ability to confirm apppointments; and remote device monitoring (crash carts, connected devices).
Corporate Structure:
Public for-profit
Description of Services:

Firstsource provides global contact center and back office support to many of the Payer and Provider organizations across the U.S.. Our services include touches from every aspect of patient/member or provider support by phone, email, chat or web, or back office claims and revenue management. TELEHEALTH OFFERINGS: "Tech Checks" and Appointment Verification - Over recent years we have helped integrated healthcare providers launch their TeleHealth program supplying the essential people and process touches - a voice call to the patient and/or physician helping them understand how their telehealth visit works, ensuring they understand how to interface with their PC, Mac, tablet or smartphone, and confirm their appointment where applicable. Remote Device Monitoring - Firstsource also helps providers by remotely monitoring their on-premise devices - crash carts, "telestroke care", BP cuffs, etc. - to ensure they are operating, or managing a remote reboot or call to facilities to ensure operations. Firstsource facilities and people are HIPAA trained and compliant to support your secure patient, member and provider engagement needs. Our services are available to any provider or insurer (payer) that supports the Telehealth platform for patient engagement.

Tele-Services - Other:
PRIMARY & SPECIALTY CARE: Firstsource services can apply the patient and provider touches to primary care and any specialty care utilizing TeleHealth and mHealth platforms.
Ancillary Services:
Health call center, Language interpretation services, Patient education, Patient engagement
Currently providing services in:
Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming
Target(s) for services:
Accountable Care Organizations, Community mental health clinics, Government agencies, Hospitals: rural, Hospitals: urban/suburban, Insurers, Urgent care centers
Number of customers (hospitals, clinics) currently served:
50-99
Number full-time other:
26-30
Other telehealth professionals:
HIPAA trained and qualified technicians and customer care associates who interface with patients and physicians to ensure their comfort and understanding with the TeleHealth process, software and equipment, and validate appointments. Others provide technical remote device management - technically trained and in a HIPAA and PCI certified facility.
After licensing and credentialing, average time to initiate services to new partner/customer:
Telemedicine systems used to connect to customers:
Multiple platforms; platform agnostic. Operations support nationwide service.
Electronic health records (EHR) incorporated in services:
Yes
How EHR interfaces with the EHR of the referring/consulting site:
EHR services are optional depending on the nature of services we provide to various clients. Our HIPAA and PCI compliant facilities manage EHR data, claims, payments and various operations in service to many of the nations largest payers and providers.
Company uses an electronic health record system that is certified by ONC:
Yes
Edition ONC HIT Certification Program company's EHR is certified for:
Combination of 2011 and 2014 Editions
Other EHR:
Our teams operate on client EHR systems including most of the top utilized and ONC certified platforms.
Emergency Services wait time other:
No current emergency services provided today. Potential for complementary health contact center services and remote device monitoring exists. To be explored in a case by case basis.
Nonemergent Services wait time other:
We provide the pre-checks with patients and physicians to enable the telehealth visit.
Integrate clinical practice guidelines into teleconsultations and practice:
Information not available
How clinical practice guidelines are integrated:
At present our telehealth services are only related to the pre-checks with patients and physicians to enable the telehealth visit, or remote device monitoring under established processes and guidelines.
Number of teleconsults performed 2015:
6,300
Number teleconsults performed 2016:
10,200
Provides Billing Services:
Provides Billing Services - Other:
Billing support, claims and revenue management are available options.
Payers billed:
Medicare, Medicaid, Private payers (e.g., Blue Cross Blue Shield, Cigna, UnitedHealthcare, Aetna)
Teleproviders are physically located in:
Colorado
Teleproviders Locations - other:
Availability to expand to additional states where we have physical sites, as well as HIPAA compliant Work At Home operations.
How teleproviders are recruited:
Recruitment operations have been in place since 2001, for both online (web based) and on-site applications, interviews, background checks and screenings. Hiring and training currently take place in our existing facilities only. Firstsource - Colorado Springs, CO Site Example: Recruitment Advertising - online in local web and print, some health hiring fairs. Applications - online and on-site Interviews - phone and on-site Background checks and screening - conducted by HR Hiring and Training - currently on-site only
Other Payment Model:
Flexible payment models depending on the work-type and consistency of volumes. Hourly, per contact or other models may best apply, and we work with clients to determine the most suitable pricing and payment models.
Complies with HIPAA and HITECH:
Yes
Minimum monthly consultation requirement:
no minimum
Minimum number of hospital beds:
no minimum
Minimum number of ICU or NICU beds:
no minimum
Additional company information:

FIRSTSOURCE Healthcare Contact Center and Backoffice Services are broad and flexible to support various healthcare payer and provider needs. We work with our clients to provide custom services and payment models to best support their operations. TeleHealth - We invite interested parties to discuss their needs, whether established or in development, and welcome site visits to see our operations in person.


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