Turn patient interactions into better health outcomes

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  2. Healthcare
Healthcare

Revitalize the patient experience

As the healthcare landscape evolves, so do the expectations of patients, creating a pressing need for healthcare providers to forge deeper connections, streamline processes and enhance communication. Employ our specialized knowledge and tailored solutions to offer patient experiences that nurture relationships and encourage better health outcomes.

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Empowering patient-centric care

TELUS International is proud to partner with TELUS Health, Canada’s largest healthcare IT provider. Not only do we support the company's CX and digital engagement needs, but our strategic partnership enables us to leverage its expertise and global-leading technology for the benefit of our clients.

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    Highly-engaged team

    At the heart of our company lies an exceptional team of tenured, engaged CX professionals. Equipped with a wealth of industry knowledge and empathetic communication skills, our team helps to ensure every patient interaction is a positive and memorable one.

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    Digital enhancement capabilities

    With a deep understanding of evolving patient expectations, we help brands integrate cutting-edge technology into their operations to create a cohesive and dynamic customer journey, streamline processes and enhance patient engagement.

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    Industry expertise

    By intertwining our extensive knowledge of the healthcare landscape with our innovative methodologies, we offer healthcare brands a strategic edge in delivering unparalleled patient experiences.

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    Regulatory compliance

    With a dedicated focus on maintaining the highest standards of security and confidentiality, we work hand-in-hand with healthcare brands to ensure every patient interaction adheres to HIPAA and other industry-specific guidelines.

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    Multilingual CX support in over 50 languages

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    Delivery capabilities in 32 countries

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    Team member engagement score

Our experience

Our team of healthcare experts have over 10 years of experience adding value to every aspect of the patient journey.

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Healthcare payers

The success of payers hinges on seamless member experiences and efficient provider interactions. Our solutions cater comprehensively to healthcare payers, encompassing a spectrum of capabilities. From member management, including open enrollment facilitation, renewals and member support, to claims management, we ensure members are empowered with clarity and assistance throughout their journey. Additionally, our prowess extends to provider management, where we offer streamlined provider credentialing as well as contracts and records management.

A medical professional speaking with a patient.

Provider networks/Independent providers

With our support, provider networks and independent providers can fortify their relationships with both patients and payers, creating a harmonious healthcare experience that reflects excellence at every touchpoint. Through online resources and dedicated customer service representatives, we ensure members understand their healthcare options, benefits and how to navigate the network effectively. Our ability to design, build and deliver intuitive online platforms and mobile applications ensures members can effortlessly schedule appointments, access medical records, review test results and communicate with providers electronically.

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Health tech

We collaborate with health tech brands to develop technology solutions that feature user-friendly and intuitive interfaces that enhance usability and engagement. Our quality assurance services, and specialized testing helps to ensure that your technology solutions operate at peak performance levels, instilling trust and confidence among your users. Additionally, we provide responsive customer support across various channels, including email, chat, video and phone, enabling swift issue resolution and technical assistance.

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Ancillary services

Delivering exceptional patient experiences while managing the intricacies of a practice can be a delicate balancing act. Our solutions are thoughtfully designed to enable ancillary service providers to focus on their core mission — delivering exceptional care — while our team diligently manages the patient experience, nurturing positive perceptions and fostering lasting patient relationships. Our engaged customer support agents and self service technology ensure that each patient’s needs are addressed quickly and accurately, and our next generation tech streamlines operations to reduce costs.

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Healthcare benefits

We enable healthcare benefits providers to deliver and manage supplemental programs that enhance member satisfaction and encourage retention. Our flexible customer service solutions are designed to efficiently scale to meet fluctuating member demand. Whether it's guiding employees through benefit choices or swiftly resolving claims queries, our dynamic approach guarantees a smooth and satisfying journey.

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Pharmacy benefits management

In order to stand out in the highly competitive healthcare marketplace, pharmacy benefits management companies need to keep the quality of their services and member experience top of mind. Our team of customer service agents are specially trained to proactively initiate meaningful member engagements that drive enrollment and foster loyalty. Through insightful interactions, coverage clarifications and personalized guidance, we empower members to make well-informed choices about their prescription benefits.

A healthy dose of solutions

We have an unwavering commitment to transforming the way health and wellness brands engage with their patients. Our diverse array of healthcare outsourcing solutions rejuvenate patient relationships, foster trust and help to elevate healthcare brands to new pinnacles of success.

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Patient support; Patient experience

Your patients, our priority

Patients today are looking to healthcare brands to help guide them through the complexities of the healthcare landscape using empathetic communication. Our tenured and engaged customer service agents help to ensure every patient interaction is a positive and reassuring experience. Whether it’s clarifying billing processes, helping navigate insurance intricacies or collecting your pre-default customer accounts, our agents are trained to address patient inquiries, concerns and technical issues quickly and effectively through multiple channels.

An illustration of a chat bubble. Email, chat, social media and voice channel support
An illustration of a computer screen with a location pin.Work Anywhere capabilities
An illustration of a person communicating in various different ways.Omnichannel CX
Knowledge base development, management and maintenance iconKnowledge base development, management and maintenance
An illustration of a computer screen with the outline of a person's head on it.Member/Provider management
An illustration of a clip board with a pencil and a dollar sign on it.Claims management
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CX analytics

Decoding patient insights

Understanding patient preferences and needs is essential for delivering exceptional experiences. Our CX Analytics Solution offers a window into the heart of patient interactions, providing actionable insights that drive your brand forward. By harnessing advanced data analytics tools, we dissect patient feedback, preferences and behaviors to uncover trends and identify pain points to help you make informed business decisions that resonate with your patients.

An illustration depicting strategy.Digital strategy design and implementation
An illustration with two location points connected by a dotted line.Customer journey mapping
An illustration of a computer screen with the outline of a person's head on it.360° patient view
A chat bubble with an exclamation point inside.Anticipatory CX
An illustration of a hand holding a star.Loyalty and retention insights
An illustration of a lightbulb with a gear inside of it.Innovation and Business Intelligence (BI) support
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Intelligent automation

Future-proof your operations

In the fast-paced world of healthcare, efficiency and accuracy are paramount. By integrating cutting-edge technology, we are able to automate repetitive tasks, from appointment scheduling and pre-appointment reminders to answering routine inquiries and automatically delivering test results. This not only allows your staff to focus on the more critical aspects of patient care, but it also minimizes the risk of human error. Leverage our next-gen technology to optimize your workflows, reduce call volumes and improve patient satisfaction.

An illustration of a robot arm.Robotic process automation (RPA)
An illustration of a computer screen with gears on it.Digital workplace services
An illustration of a chat bot.Generative AI chatbots
An illustration of a telephone receiver over a number pad.Interactive visual and voice response (IVR)
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IT lifecycle

An Rx for success

From conception to deployment, we collaborate closely with healthcare brands to create user-centric interfaces that seamlessly engage patients and providers alike. Our meticulous testing processes help to ensure that applications operate with flawless precision, delivering an experience that meets the highest standards of performance and security. However, our commitment doesn't end at launch. With our ongoing maintenance and support, we act as vigilant guardians of your digital presence, ensuring that your applications remain responsive, secure and relevant in a rapidly evolving landscape.

An illustration of a computer screen with gears on it.Digital transformation strategy
An illustration of a blank computer screen with a pencil.Application development
An illustration of two computer screens with a checkmark. Quality assurance (QA) and testing
An illustration of a computer screen with a gear overlaid.Application support and maintenance
An illustration of a hand holding a cloud.Managed cloud services
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Advisory services

A prognosis for progress

As the healthcare landscape continues to evolve, strategic guidance is indispensable. With a deep understanding of the industry’s complexities, our process consultants take a Lean Six Sigma approach to identifying areas for improvement, efficiency and cost reduction. From mapping patient journeys to documenting and improving processes and change management, our team can help streamline operations and improve the patient experience.

An illustration of a chat bubble with two user profile icons overlaid.Digital consulting
An illustration of three location pins connected with solid straight lines.Strategy and roadmap consulting
An illustration that has a dollar sign in the middle of a number of circles.Business and process transformation
An illustration of a bar graph where the last bar in the graph is a person.Patient journey mapping
An illustration of two people with a star overlaid.Workforce management

Insights

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