Providers who had not submitted claims in 30 days were identified as dormant. Thresholds for dormancy were defined and a BI tool was integrated to track usage quartiles and claim submission. A multi-channel outreach campaign including emails, landing pages, and calls was launched to re-engage dormant providers based on their reason for dormancy. The results of the campaign exceeded original objectives by 7 times and helped enable providers to improve patient experience, streamline insurer administration, and improve healthcare delivery in Canada, while also providing a key revenue-generating strategy for TELUS Health in line with their mission.

7. =

8. Develop usage
quartiles
Define claim
thresholds
Integrate
BI tool

13. 30 days to 5 days

15. Success = provider submits a claim
Drive users to targeted content based on reason for dormancy
User actions
Email
Landing pages
Calls

16. Initial survey for dormant providers
Training email
Referral landing page for providers who are on leave.

17. Results are 7 times higher than original objectives.

18. Enabling healthcare providers to improve
the patient experience
Streamlining administration for insurers
Improving the delivery of patient centric
care for extended healthcare in Canada
Key revenue generating strategy driven
by marketing
Directly tied to TELUS Health’s mission
of turning information into better health
outcomes for all Canadians