Vendor Analysis
published on Sep 12, 2025
Report Overview:
This NelsonHall vendor assessment analyzes Firstsource's offerings and capabilities in Healthcare Payer Agility and Innovation with BPS Intervention
Who is this Report for:
NelsonHall’s Healthcare Payer BPS profile on Firstsource is a comprehensive assessment of Firstsource‘s offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of Healthcare BPS and identifying vendor suitability for Healthcare Payer BPS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the Healthcare Payer BPS sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Firstsource‘s Healthcare Payer BPS offerings, capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, challenges, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base, including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization, including the location of delivery centers.
Key Findings & Highlights:
Founded in 2001 as ICICI InfoTech Upstream Limited and renamed to Firstsource in 2006, Firstsource is a business process management services company, headquartered in Mumbai, India, with ~34k employees. It offers end-to-end services in the healthcare payer market, including claims administration, member and provider management, quality, risk, and performance management, and platform-enabled services. It provides these services to private and public sector healthcare payers.
Firstsource offerings discussed with NelsonHall were:
- Claims Management and Administration (e.g., COB checks and outreach to improve claim accuracy early)
- Member Services and Engagement (e.g., unified platform preventing duplicate records and silos)
- Provider Management/Administration and Network Management (e.g., AI/NLP enablement to keep provider data clean and synced)
- Quality, Risk, and Performance Management (e.g., AI to extract diagnoses to improve risk scores)
- Platform-Enabled Operations and Integrations Support (e.g., EDI routing to reduce errors and delays).
