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:
Business Process Management (BPM/BPO) sourcing services company supporting Health Plan Payers, Providers.
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 telehealth contact center 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: 1. Patient "Tech Checks" and Appointment Verification - Firstsource helps improve telehealth adoption and easy of use by members/patients (and new clinicians) by walking new uses through device set up for their telehealth visits (PC, Android, iOS), and options to verify appointments or reschedule. 2. Enterprise Telehealth IT Support - We can supplement in-house IT support services by providing the people, process, escalation and resolution resources to improve Telehealth issue tracking and speed of resolutions. 3. Remote Device & Patient Monitoring - Firstsource provides remote monitoring their on-premise devices (crash carts, "telestroke care", BP cuffs, etc.) and patient monitoring (glucometers, wearables and other mHealth devices), to ensure they are operating effectively, and enable better recovery and patient wellness. 4. Member/Patient Coaching - We can combine device/patient monitoring with patient coaching outreach services to help acute care recoveries, chronic care and wellness program patients maintain and improve healthy lifestyles; options to escalate to clinicians when needed based on program parameters. Firstsource facilities and people are HIPAA trained and compliant to support your secure patient, member and provider engagement needs.

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; Assisted living facilities; Community mental health clinics; Employers; Government agencies; Rural hospitals; Urban/suburban Hospitals; Insurers; Patients directly; Private physician practices; Urgent care centers
Number of customers (hospitals, clinics) currently served:
100+
Number full-time other:
>1000
Other telehealth professionals:
Healthcare HIPAA, PCI and HiTrust certified agents (clinician options) and facilities.
After licensing and credentialing, average time to initiate services to new partner/customer:
1-3 months
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:
We utilize our clients' platforms to engage with patients, members and clinicians as needed.
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:
We utilize client systems, including those certified by the ONC
Emergency Services wait time other:
Varies by client service level agreements.
Nonemergent Services wait time other:
Varies by client service level agreements.
Integrate clinical practice guidelines into teleconsultations and practice:
Yes
How clinical practice guidelines are integrated:
Firstsource teams integrate client compliant practice guidelines. However, most programs are non-clinician level - though fully HIPAA, PCI and HiTrust certified.
Number of teleconsults performed 2015:
6,300
Number teleconsults performed 2016:
10,600
Provides Billing Services:
Provides Billing Services - Other:
Firstsource can manage benefits, claims and billing inquiries and payments.
Payers billed:
Medicare, Medicaid, Private payers (e.g., Blue Cross Blue Shield, Cigna, UnitedHealthcare, Aetna)
Teleproviders are physically located in:
Colorado, Florida, Kansas, Kentucky, New York, Oregon, Utah
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:
Variable 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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