Firstsource & Molina
Engagement Update
Addressing the “Moments that Matter” for Healthcare
Constituents with a Digital First Digital Now Approach

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 2
Your Extended Operations Team…
Relationship Council
Harish R
Client Relations
Molina Vendor
Manager
Steering Committee
Anup Panthaloor
Global CRM
Molina Operations
Leadership
Srikrishnan Srinivasa
Global Delivery
Molina Vendor
Teams
Transition/
Project Manager
Workstream Leads
Transition and Delivery Teams
Executive Sponsors
Molina Executive
Leadership
Venkatgiri Vandali
President - Healthcare
Molina Healthcare
Firstsource
Molina Service
Delivery Team
LEVEL 3 - Steering Committee
• Led by CRM
• Agenda - Review high level program
progress
• Escalate issue to Exec Sponsors
Level 2 - Project Review
• Led by Project Leads
• Agenda - Review progress on plan,
actions and risks
• Escalate issue to steering committee
LEVEL 4 - Exec Committee
• Review & Sign off Program and
exceptions if any
Level 1 - Project Working Group
• Functional leads from Firstsource and
Client partner collaborate on respective
aspects - People , Process, Transformation,
Financials
• Led by Project Lead and attended by Work
stream Leads,
• Agenda - Review Tasks, Actions, RAID
(risks, assumptions, issues and
dependencies) as per Project plan. Also
review Mitigation planning and
Resourcing.
Sundari Sethuraman
Delivery Head – Claims & Enrollment
Gnanasekar A
Director Transition
Reetoopan Kaushik
VP - Capability Development
Sasikumar D
Director - Operations
Dinesh Ramesh
Director, Operations
Escalation
Levels
Operations – Claims | Enrollment Processing |
Digital Intake
HR/EE
IT
Training/ Quality
Recruitment
WFM
Infrastructure
BCP
Transformation
Micheal B
VP - Operations
Kim B
AVP - Operations
Shreekant K
AVP - Operations
Murali
Delivery Head – Digital Intake
Darren L
Senior Director - Operations
Padmini R
VP - Operations

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 3
Our Journey with Molina
Claims Adjudication
Adjustment | Recovery | Call Tracking 2006
Enrollment – Offshore
Marketplace Expansion
2015
2016
Enrollment – Onshore
Marketplace
2019
Claims Adjudication Offshore
Expansion
2020
Initiated Assisted Automation
Expansion into KY Claims & Affinity NY
2021
Initiated Unattended Automation
Contact Center – Onshore
MMP / MAPD Enrollment Expansion
Initiated Mailroom Operations
2022
Claims Expansion
VA Medicaid & KY MP
Firstsource Support across 15+ states in 3 towers
779
Active
286
United States
400
Philippines
93
India
15 Years

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 4
Claims Tower Update
15+ Years of
Partnership
SCALE Of OPS QUALITY HEADCOUNT PERFORMANCE
Medicaid – 16 States
Marketplace – 11
MMP - 6
• ATA Financial Accuracy tracking @ 99.5%
• Molina Claims audit monthly report
99.56% Financial Payment Accuracy
270 FTEs
US 203 | IN 67
Consistently meeting
State TAT guidelines
KEY
UPDATES
• Processed 8.6 Mn (3%
growth from 2021)
claims from Jan’22 –
Oct’22 (860K / month)
• Transitioned VA health plan in Jul’22
with 20 FTEs
• Transitioned KY Marketplace
• 13 States FS is supporting as Primary
• Firstsource developers trained on
Assist Edge RPA
• Edits automated using Sympraxis will
be migrated to Assist Edge – Expected
Go live Q1 2023
• Partnership has strengthened which has resulted in improved ATA results & quicker reconciliation process (reduced from 60 days to 20 days approx.)
• Initiated bi-weekly meetings with State leaders (4) on quality & more to be added in CY 2023
• Have demonstrated flexibility to handle any ad-hoc or spike inventory across multiple LOBs & States
• Delivered 2 Six Sigma initiatives to improve denial accuracy and overall State wise error reduction
- Molina External Audit - Financial Error Count dropped by 130 (58%) from Jan'22 (225) to Aug'22 (95) and Mis-paid $ dropped by $270K (38%) from Jan'22 ($717K)
to Aug'22 ($445K)
- 41% reduction in payment error & 60% reduction in procedural errors
• Improved governance around adjustment projects – consistently meeting project wise TAT expectation

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 5
Claims FS Landscape
Tower Medicaid MP MMP MAPD
Claims

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 6
Enrollment Tower Update
14+ Yrs
of
Partnership
LOB INITIATIVES HEADCOUNT PERFORMANCE
Federal programs : Medicare
(MAPD )
State Program : Medicare
Medicaid Program (MMP).
Exchange : Marketplace
• RPA Solution identified for MMW
automation for MP, MMP and
MAPD
• Data entry automation (AEE tool)
for MAPD apps
72 FTEs
US - 46 | IN – 26
30% staffs cross trained between
MMP and MAPD
Consistent meeting Quality
and TAT in MP
Recovered performance in
MMP / MAPD - Successfully
completed AEP 2023
KEY
UPDATES
• Partnered with Molina to
create TAT compliance
reports in MMP /MAPD
• MP Avg 14K volume processed monthly
H1 2022 - 121K processed
• MMP Avg 16K volume processed
monthly
• MAPD Avg 26K volume processed
monthly
• Volume forecast vs receipts – 87% for Q3
• Delivered 99.1% within the agreed timeline for FS on AEP volumes, Successful AEP’23 completed in
collaboration with Molina
• During AEP:FS worked 470 hrs after shift hrs /weekend support & was appreciated by Molina ops
• Overall performance : Average of Q3 : TAT – MMP 86% | MAPD 93% and FS Accuracy is MMP 95.72% |
MAPD 93.18%
• Medicare Letter monitoring helped to be compliant
• 2023 Focus area : Automation, possibility to Offshore Medicare work, Plans for MAOP
- LMS Report to be created for compliance tracking
MMP / MAPD MP
• Team met and exceeded quality consistently 12
months in a row (Target 99% and Actuals 99.43%)
• Demonstrated flexibility in scaling down & ramping
up to support initial automation challenges (HPS
automation)
• In the last two quarters team has delivered 18 Adhoc
project by working during weekends and Holidays.
Molina has appreciated for the flexibility &
partnership provided by FS

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 7
Member Enrollment FS Landscape
Tower Medicaid MP MMP MAPD
Claims

Molina Texas Marketplace
Claims Adjustment -
Process Mining Analysis

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 9
Process Mining – TXMP Adjustment (Interest & Penalty Analysis)
Total claims (Year 2020)
23,887 claims
Average Turnaround time
304 days
Penalty, Interest paid -
$8.2m (for claims in scope)
Improvement oppurnities -
$5m (60% reduction
Interest and Penalties)
S.No POC Outcome Potential Opportunities
1
62% of claims that get into
Adjustment were processed by
Machine ids.
Address gaps in logics, enhance Auto Adjudication business rule to divert Claims for manual adjudication at first
pass level. (Example: Mass should not process a claim, if enrolment data is empty)
Timely loading of correct
Provider
• Contract info
• Benefit Config
Member
• Configuration
• Benefit coding
2
75% of the Claims are adjusted due to
issues related to CONFIGURATION
(47%), ENROLLMENT (15%),
HEALTHPLAN (13%)
$ Impact – 41% of total Spend.
CONFIGURATION
• CONTRACT - 52%
• CODE EDITING - 39%
• PROVIDER - 7%
• BENEFIT - 2%
ENROLLMENT
• MEMBER CONFIGURATION- 63%
• INCORRECT BENEFIT CODING - 35%
• COB INFORMATION - 2%
HEALTHPLAN
INCORRECT BENEFIT CODING - 54%
EXCEPTION - 42%
PROVIDER BILLING - 3%
Detailed analysis and corrective actions to be taken on top issues
3
CLAIM EXAMINER ERRORS
17% of the Claims are adjusted due to
Manual errors
$ impact – 33% of total Spend
CLAIM EXAMINER ERRORS
• SOP NOT FOLLOWED - 89%
• MANUAL CALCULATION - 8%
• DATA ENTRY - 2%
• AUTH GUIDELINES NOT FOLLOWED - 1%
• INCORRECT/MISSING COMMENT - 1%
SOP NOT FOLLOWED
• AUTHORIZATION ISSUE – 26%
• UNDERPAYMENT – 16%
• WRONG PROVIDER – 11%
• SOP/GUIDELINE NOT FOLLOWED – 10%
Addressing Incorrect
Provider issues in Qnxt will
reduce the Examiner Errors
• As part of continuous improvement process, Firstsource provide feedback to the team on common examiner
errors to improve accuracy levels.

Friday, December 9, 2022
Call Track Initiative

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 11
Call Track Volume Reduction
Business Case & Problem Statement
Call track volume has been around 2% and 45% of those are not adjusted today. Call track volume for the last 3 months are trending
as follows. TX, OH and NY states contribute to 80% of the call tracks created. Around 70% of call tracks are from provider phone calls.
Goal Statement
• Reduce the not adjusted call tracks by 25% by end of Mar 2023
Project Benefit
• Timely resolution of Member concern/First call resolution
• Potential reduction in call volume
• Cost reduction to Molina, approx. 10%
Month Total Invoiced Adjusted % Adjusted Not adjusted % Not Adjusted
Aug’22 12282 6761 55% 5521 45%
Sep’22 10749 5933 55% 4816 45%
Oct’22 12945 7282 56% 5663 44%
It is important to identify the reasons for call tracks that are not adjusted in collaboration with the contact center team that creates these
call tracks. Claims team spends good amount of time in reviewing these claims that do not get adjusted. This not only leads to delay in
response to the customer but also impacts the customer satisfaction negatively.
Project Time Lines
Define 19th Dec 2022
Measure 6th Jan 2023
Analyse 30th Jan 2023
Improve 28th Feb 2023
Control 31st Mar 2023

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 12
Call Track Analysis – Not Adjusted
Not
Adjusted
44%
Processed
Correctly-61%
No claim
found-21%
Sys Denial-
11%
Sent to cost
recovery-7%
1) Paid per contract(68%)
2) Corrected claim (11%)
3) Mod 26 required (8%)
4) No Auth (7%)
5) PAS claim with home health
contract(6%)
1) No call track opened as no claim
was attached to proceed
2) Sys message denial- Claim denied
by system
3) COB payment with Medicare as
primary
Based on a sample
of 150 call tracks,
the team captured
the reasons why a
call track is not
adjusted

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 13
WFM – Staffing Model & Best Practices
Partnered with Vendor Management
team to bring in efficient volume
forecasting based on receipt trends
and inputs from State specific
stakeholders on the Molina side
Vendor Management team has been of
great support in enabling FirstSource
with right data to right size the team
and does help in planning in advance
for any forthcoming volume changes
Developed a robust skill set matrix to
identify single point of failure and
explore cross training opportunities
based on volume mix change
Demonstrated flexibility in deploying
processors to any ad-hoc requirements
or surge in inventory from a pool of
cross trained resources to ensure
timeliness
Capacity alignment across states
& LOBs are deftly handled to
ensure seamless support

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 14
Molina Mailroom
Operations

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 15
Mailroom Locations
Long Beach, CA
• Primary center for claims
• Incoming source – USPS, Inter-office mail, FTE, Print
• Averages 110k claims per month from across 19 states
• Non-claims – identified and redirected to A&G sites
• 55k Editor, BEI letters printed and sent out
• Current headcount - 11
• Claims (KY) and A&G (FL, KY & VA)
• Incoming source – USPS, FedEx
• Averages 13K claims per month from KY
• Average A&G 4K per month from FL, KY & VA
• Current headcount - 5
Louisville, KY
Salt Lake City / Chattanooga – CA, ID, UT,
TX, NV, NM, SC, NY, OH, MI, WA, IL, MS
…TBD

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 16
Long Beach Mailroom

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 17
Long Beach Mailroom: Claims Volumes
• Firstsource took over the operations from Aug’21 onwards
• Pre-Firstsource: Average claims volume per month trending at @91.5 K
• Last 6 months: Average claims volume per month trending at @123K, which is 34% higher than the earlier
• Reason for volume increase: Starting January 2022 additional states MA, NV, NY Medicare, VA are processed at Long Beach
• Firstsource was able to absorb 34% higher volumes using current headcount through operational efficiency
Audit Type Target Nov. 22
Mail Sort/Intake 99.00% 100.00%
Batching/Inventory 99.00% 99.79%
Scanning 99.00% 99.98%
Rescan 99.00% 99.75%
Overall 99.00% 99.86%
Quality Performance

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 18
As is Process:
• Molina Technology, equipment
& facility
Opportunity:
• Move PO Boxes Firstsource
Location
Potential Savings:
• Reduced cost and improved
efficiencies
Molina to Sympraxis
As is Process:
• Claims are scanned and sent to
another vendor of Molina for
Data Capture
Opportunity:
• Firstsource to take over data
capture
Potential Savings:
• Agile processing, Improved auto
adjudication rates with reduced
cost
Integrated Data Capture
As is Process:
• Non-Claims Identified in paper,
No scan, Paper shipment to A&G
Processing Locations
Opportunity:
• Identify non-claims, scan, triage,
send digital image/data to A&G
centers
Potential Savings:
• $508,000 p.a. postage charge,
reduced cycle time
Paper to Digital
02 03
01
Long Beach:
Process Improvements Opportunities

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 19
LVL, KY Mailroom

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 20
A&G and Claims Volumes
A&G Claims
5,200
3,900
4,900
3,300
4,600
0
1,000
2,000
3,000
4,000
5,000
6,000
Monday Tuesday Wednesday Thursday Friday
Day of the Week Trend
2,500
5,900
4,400 4,500
4,800
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
July Aug Sep Oct Nov
Paper and Email Total By Month
15,800
3,800
13,900
7,900
9,600
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
Monday Tuesday Wednesday Thursday Friday
Day of the Week Trend
13,300
13,100 13000
11,600
10,500
11,000
11,500
12,000
12,500
13,000
13,500
Aug Sep Oct Nov
KY ClaimsTotal By Month

© FIRSTSOURCE | CONFIDENTIAL I 9 December 2022 | 21
A&G/Claims TAT Report
A&G
Florida
EXPEDITED
APPEAL
NON APPEAL
SLA SUCCESS
44
7,291
365
100%
SLA MISSED 0%
Kentucky Virginia Total
82
11,626
710
100%
0%
Kentucky
Claims
27,222
23,777
50,999
100%
0%
20 18
3,072 1,263
284 61
100% 100%
0% 0%

© Firstsource Solutions Limited | Confidential | 09 December 2022
www.firstsource.com
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Firstsource Solutions Limited, an 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
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