© FIRSTSOURCE 2023 | CONFIDENTIAL | 1
Provider Operations
Overview

© FIRSTSOURCE 2023 | CONFIDENTIAL | 2
ProviderNetworkManagementCredentials
8 M+
Volume Processed
Annually
9
Health Plan Clients
> 99%
in 2 Days
Claims TAT
775
Experienced
Associates
98%
Accuracy of Provider
Add/Term/Updates
>99%
Credentialing Data
Accuracy
95%
PDM TAT
Compliance
98%
Claims Fallout
Accuracy
99%
Fallout TAT
Compliance
Provider Fallout
Management
Provider Credentialing
Demographics Setup and
Maintenance
Credentialing Application
Process
Primary Source Verification
Provider Network
Maintenance
Provider Network Management

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ProviderServices
Provider Data
Services
Provider
Contracting
Provider
Calls
Credentialing
• Provider Add/Term/Updates
• Provider Data Cleansing
• Directory Maintenance
• Claims Error Corrections
• Provider Outreach
• Provider Contract Loading
• Re-imbursement & Fee
Schedule Maintenance
• Contract Testing
• Eligibility & Coverage Inquiry
• Prior Auth Inquiry
• Claims Inquiry
• Payment Inquiry
• Benefits Information
• Provider Outreach
• Credentialing Application
Process
• Primary Source Verification
• Provider outreach
• Credentialing Compliance

© FIRSTSOURCE 2023 | CONFIDENTIAL | 4
SuccessfulPartnershipswithHealthPlansDeliveringValue
Large fortune 500
Health Plan
A Large National
Blue Plan
A Regional
Blue Plan
Large Healthcare
Intermediary
Client
Firstsource
Services
• Migration of their
existing provider source
of truth for Medicaid
Line of business
• Claims Error Correction -
Updates to provider data
from pended claims,
outreach
• Demographic Updates
Add, Term, Updates
• Provider Credentialing,
institutional, professional
and ancillary providers
• Contract configuration
Provider contract
updates and fee
schedules
• Provider data
management - Add,
term, updates to
provider demographic
pricing and contract data
• Provider Data
Verification process and
ongoing maintenance -
Demographic, plan
relationship and credential
changes
• Provider Matching - match
provider information on
claims that fall out from auto-
processing​
• Data Cleansing for entire
provider database to make it
current​
• Credentialing Data
Entry
• Primary source
verification and
onboarding of providers,
manufacturers &
distributors
India US, India US, India India Manila
Healthcare
Professional Network
• Provider Data
Management
• Update Information
Provider
• Call Provider Offices and
Validate data -
demographics

© FIRSTSOURCE 2023 | CONFIDENTIAL | 5
ProviderCredentialing
Credentialing Initiation Application Support &
Credentialing Inquiry
Primary Source
Verification
Committee Prep
Initial &
Recred
Physician
Facility or
Allied
Dental
Behavioral
Vision
Continuous
Sanction
Monitoring
Compliance
• Initiate Application Process
• Run Re-cred reports
• Provide Application
Completion support
• Credentialing Status
• Verify Credentialing
Elements
• Outreach for additional
info
• Create Provider profile
• Prepare for Credentialing
Committee
• Enrollment post Committee
decision
Demographics
State License
Education
DEA/CDS
Hospital Affiliation
PLI
NPDB/OIG/Opt-out
Continuous Sanction
Monitoring
Initial - 20 Days | Recred - 100% Compliance

© FIRSTSOURCE 2023 | CONFIDENTIAL | 6
ProviderDataServices
Demographic Data
Maintenance
Plan relationship &
Credential Changes
Provider
Add/Term/Updates
Provider Data
Cleansing
Directory
Maintenance
Claims Error
Corrections
Managing Provider
Directory entries and
clean up of directory
to improve accuracy
Data Cleansing of the
database to keep it
current
Resolve pended
claims due to
provider data
Medicare
Medicaid
Commercial
95% within 10 Business Days
Accuracy - 98%
95% within 3 Business Days
Accuracy - 98%

© Firstsource Solutions Limited | Confidential |
www.firstsource.com
Helping customers stay ahead of the
curve through transformational
technologies and capabilities
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company, is a
leading provider of transformational solutions and services spanning the
customer lifecycle across Healthcare, Banking and Financial Services,
Communications, Media and Technology and other industries.
Our ‘Digital First, Digital Now’ approach helps organizations reinvent
operations and reimagine business models, enabling them to deliver
moments that matter and build competitive advantage.
With an established presence in the US, the UK, India and the
Philippines, we act as a trusted growth partner for over 100 leading
global brands, including several Fortune 500 and FTSE 100 companies.