Firstsource and Prosper AI Team Up to Scale Voice AI Across Healthcare RCM
Firstsource Solutions has partnered with Prosper AI to deploy AI voice agents across healthcare revenue cycle management. The goal is clear: improve financial performance, speed up patient access, and keep operations aligned with privacy and regulatory standards.
This move expands Firstsource's AI-first RCM strategy by pairing its delivery model and domain depth with Prosper AI's agentic voice technology. The focus is on high-volume workflows where speed, consistency, and multilingual engagement matter.
What's new
- AI-powered voice agents applied to eligibility, enrollment, patient outreach, and more.
- Agentic capabilities to automate routine calls and follow-ups at scale.
- An outcome-led approach (UnBPO) to redesign RCM around intelligence and automation.
- Enterprise-grade security aligned with healthcare privacy standards.
Early outcomes reported
- Significant increases in Medicaid screenings across large health systems.
- Thousands of patient interactions handled daily by AI voice agents.
- Higher conversion of uninsured patients into covered lives, improving revenue realization.
- Less friction for patients during eligibility and enrollment.
Why management should care
Healthcare leaders are contending with staffing gaps, rising costs, complex rules, and higher patient expectations. Voice AI helps close these gaps without adding headcount, while keeping the experience consistent across languages and time zones.
The bigger shift: moving beyond traditional outsourcing to outcome commitments-measurable improvements in speed, collections, and patient access.
Where voice AI fits in your RCM stack
- Patient access: appointment scheduling, reminders, and outreach.
- Financial clearance: eligibility verification and enrollment support.
- Patient financial experience: billing inquiries and payment prompts.
- Payer operations: claim status interactions and simple follow-ups.
- Security and compliance: enforce PHI safeguards and auditability. See HIPAA guidance.
Questions to drive implementation
- What outcomes do we want in 90 days? Examples: DSO reduction, lower cost-per-contact, higher coverage conversions, reduced abandonment rates.
- Which call types are best for phase one? High volume, high repetition, low clinical variance.
- How will AI hand off to humans? Define escalation rules, service levels, and supervision.
- What are our multilingual needs and hours of operation?
- How will we integrate with EMR/PM/CRM systems and log every action?
- What compliance checks are required (consent, data retention, audit trails)?
- Who owns change management and frontline training?
Practical KPIs to monitor
- Coverage conversion rate (uninsured to insured/financial assistance).
- Eligibility verification cycle time and accuracy.
- Cost per resolved interaction and first-contact resolution.
- Patient satisfaction (CSAT) and call abandonment rate.
- Agent productivity lift and AI containment rate.
Risks and guardrails
- Accuracy: avoid false eligibility outcomes; require human review for edge cases.
- Compliance: consent prompts, PHI handling, and auditable logs are non-negotiable.
- Reliability: latency targets, failover to live agents, and uptime monitoring.
- Experience: clear disclosures, bilingual support, and quick exits to a human.
- Governance: ongoing QA, bias checks, and version control for prompts and policies.
The bottom line
This partnership signals where RCM is heading: outcome-led operations that balance financial results with patient-friendly interactions. For leaders, the play is to start with a narrow set of high-yield workflows, lock in clear KPIs, and scale with strong governance.
Learn more from the companies: Firstsource and Prosper AI.
Upskill your team
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