How Firstsource Drove a 60%+ Boost in Medicaid Enrollment and $1.1M in Annual Savings with Prosper AI

About Firstsource

Firstsource is a global business process management leader providing customer experience and revenue cycle services to healthcare organizations across the United States. Through its provider services line, Firstsource helps health systems improve patient financial outcomes, including running large-scale Medicaid eligibility pre-screening programs that identify uninsured or self-pay patients who qualify for coverage, and managing patient billing inquiries at scale.

To extend that capacity beyond what traditional call center hiring would allow, Firstsource partnered with Prosper AI to deploy AI voice agents across the workflows that most benefit from automation: high-volume outbound outreach and inbound balance handling.

The Challenge: Scaling High-Volume Patient Workflows Without Adding Headcount

Firstsource operates voice-heavy programs across dozens of workflows on behalf of its health system clients. Two high-volume and labor-intensive workflows were the natural starting point for AI:

Outbound Medicaid Eligibility Pre-Screening. Identifying Medicaid-eligible patients requires reaching tens of thousands of patients per week, walking each through a multi-question financial and household screening, and routing the qualified ones to human enrollment counselors. Hiring and retaining call center reps to do this at scale is expensive, slow to ramp, and difficult to staff consistently, particularly with bilingual coverage.

Inbound Patient Billing. Health system patients call with balance inquiries, payment questions, and statement disputes. Volume is unpredictable, hold times balloon during peak periods, and the cost per call rises sharply when staff are stretched.

Across both workflows, the challenge was the same: multiply operational capacity across 20+ health system clients without a proportional increase in headcount.

The Solution: Two AI Voice Agents, One Platform

Firstsource deployed Prosper AI's voice platform to run both workflows in parallel:

Outbound Medicaid Pre-Screening Agent. Prosper AI places thousands of outbound calls per day to patient lists provided by Firstsource's health system clients. The agent:

• Verifies the right person on the line and obtains consent
• Conducts the full eligibility pre-screening — marital status, household members, minor children, monthly gross income, pregnancy status, disability — in English or Spanish
• Determines preliminary Medicaid eligibility
• Transfers eligible patients to a live Firstsource enrollment counselor
• Leaves structured voicemails for unreachable patients (21,000+ delivered in 14 days)
• Logs full structured data back to Firstsource for compliance and audit

Inbound Patient Billing Agent. Prosper AI answers inbound patient calls about balances and statements, handles routine inquiries end-to-end, and routes complex billing escalations to live agents with full call context.

Impact

What's Next

Across Firstsource's roadmap with Prosper AI, the platform is evolving into the operating layer for the entire patient revenue cycle, from first eligibility contact through enrollment, billing, and collections.

• Inbound Medicaid eligibility screening: Patients calling in to determine whether they may qualify for Medicaid, handled end-to-end by the agent before routing confirmed candidates to counselors
• Inbound scheduling for Jackson Health System: AI-handled appointment scheduling for one of Florida's largest hospital systems
• Coordination of benefits: Identifying and resolving dual-coverage situations at scale
• Insurance broker outreach: Proactive contact to obtain billing codes and coverage details
• Claims processing and balance reminders: Extending automated outreach into later-stage revenue cycle workflows