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Digital Mailroom
Digital Mailroom
Rapidly Scale to Rising InventoryDemands and Channel Complexity
As value-based service models create higher document inventories and member enrollments become more demanding,
manually intensive and paper-based tasks become a growing source of revenue loss, member dissatisfaction, as well as
potential for reputational, operational and compliance risk.
Even processes based around electronic documents struggle to control costs, keep up or scale to meet rising claims, appeals,
payment and reimbursement pressures – and the correspondence and document demands of members, providers and
regulators.
Firstsource provides intelligent, data-driven mailroom and document services leveraging intelligent workflow automation that
help Payers:
Powered by our flexible and scalable Sympraxis® Business Processing Management (BPM) platform and business solutions, and
handling millions of paper and digital transactions per month, we serve a wide range of payers and plan product types including
five of the top 10 U.S. health Payers who leverage our digital mailroom services for:
1 24
Inbound digital mailroom processing
Printing and outbound mailing
Document, image and data capture
3 Intelligent, automated workflow
02
Optimize processes with
fewer touch points
Reduce inventory management
and costs
Deliver a consistently
positive customer experience
Improve operational
efficiency and quality
Ensure security and compliance
Digital Mailroom
Efficient, Accurate and Secure Inbound Processing
To further reduce the cost of scanning and digitization, Firstsource enables Payers to give their providers an instantaneous and
secure way of submitting appeals, medical records, attachments and other correspondence electronically.
Driven by our intuitive SympliSend application, we guarantee delivery of documents and receipt of confirmations to the provider,
ensuring total compliance and end-to-end transparency of submissions on both sides.
Fast and Secure Electronic Provider Submissions
03
Firstsource simplifies and automates mailroom processing
for all input types, including shipped hard copies, mail deliv-
ered to a dedicated P.O. box, and information delivered in a
variety of digital formats – including fax, FTP, email, CD/DVD
sources, web and virtual printer server.
••
•
•
•
Adapts to your specific needs and state/federal requirements
Classifies, sorts, indexes and bar-codes documents based
on your business rules
Ensures accuracy and security throughout processing and
centralized storage
Matches and verifies incoming documents with member
eligibility
Provides providers with secure document submission
Digital Mailroom
Firstsource accelerates digitization and ensures highly efficient and precise document management by preparing all documents
electronically. To further enhance speed and efficiency, our Sympraxis® Smart Classifier scans millions of pages every month and
classifies documents into forms, letters and data, while our knowledgeable agents handle complex document coding using our
smart wizard, classifier and hint tools. We provide:
Rapid and Accurate Document, Image and Data Capture
Intelligent and rule-driven, robotic process automation (RPA) helps provide the efficiency, speed and accuracy that you require
and regulators demand with immediate and ongoing cost benefits. Through SOP analysis and process design, Firstsource tailors
the document management process to your specific needs. Over time, with the aid of machine learning and artificial intelligence
(AI), the process becomes even more efficient by moving workloads faster through the system with each document processed.
Even as complexity, volumes and growing pressure to enhance quality increases, RPA reduces both the time spent on repetitive
processes and the chance for human error.
Meeting Growing Demands with Machine Learning, AI and RPA
04
High-performance scanning, multi-OCR engines and
parallel processing
Automatic, artificial intelligence-driven document classification
Continuous improvement through Machine Learning and Natural
Language Processing (NLP) technologies
Digital Mailroom
Integrating Multiple Mailroom and Document Processes
For healthcare Payers currently handling separate mailroom and document processes by product, market or region, Firstsource’s
automated workflow management capabilities can integrate multiple business unit mailroom and document management
processes, and tailor workflows according to the plan’s specific requirements. We provide:
Manually intensive tasks are a cost burden and a quality risk in an industry where efficiency and accuracy are essential.
Firstsource’s proprietary Sympraxis® Automated Workflow streamlines legacy SOPs into intelligent, data-driven operations
that:
Closing the Loop with Printing and Outbound Mailing
Firstsource’s printing and mailing business services help you close the loop on your claims, appeals and payment cycles as well
as member and provider support. Our print and mail operations include:
05
•••
Real-time and offline integration with business applications
Workflow management across multiple systems
Multiple business unit processing
••••
Return and outbound mail handling
Large-scale printing of letters and booklets
Address validation through the U.S. Postal Service database
Integration with UPS Business Services to track and monitor shipments
Make data capture and classification
more efficient
Enables virtual “source of truth” (SOT)
across datasets and platforms
Eliminates the effort of data replication
between systems
ContactSimon CarltonExecutive Vice President, Sales & Marketing(720) 539 5588simon.carlton@na.firstsource.comwww.firstsourcehealthcare.com
PhilippinesIndiaUKUSA
Helping Customers Stay Ahead of the Curve through Transformational Technologies and Capabilities
Firstsource Solutions Limited is a leading provider of customized Business Process Management (BPM) services.Firstsource specializes in helping customers stay ahead of the curve through transformational solutions in orderto reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippinesand India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.
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