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.
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.
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.
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.
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.
Multilingual CX support in over 50 languages
Delivery capabilities in 32 countries
Team member engagement score
Our team of healthcare experts have over 10 years of experience adding value to every aspect of the patient journey.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.