Twilio Case Studies Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution
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Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution

Infrastructure as a Service (IaaS) - Virtual Private Cloud
Sensors - Camera / Video Systems
Healthcare & Hospitals
Life Sciences
Remote Patient Monitoring
System Integration
Zocdoc, a healthcare marketplace connecting patients and providers, was faced with a significant challenge during the onset of the COVID-19 pandemic. The company had been empowering patients by making it easy to find, compare, and book healthcare appointments. However, with the pandemic and subsequent stay-at-home orders, the need for a seamless virtual care experience became paramount. The company had to quickly adapt its roadmap to meet the changing needs of patients and the healthcare system. While their original system had the option for virtual appointments, changes were needed to enable Zocdoc’s nationwide network of providers to offer virtual appointments seamlessly through its platform.
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Zocdoc is a healthcare marketplace that serves two key sets of customers: patients and providers. The platform allows patients to easily find and book appointments with in-network providers, highly rated ones, highly specialized ones, ones nearby, ones who can see them soon, ones who can see them virtually, or all of the above. It’s mutually beneficial as providers can easily reach the patients they want to serve, helping grow their practice and saving valuable time. Zocdoc was giving power to the patient by bringing market forces to the healthcare industry, and making finding, comparing, and booking healthcare easy.
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Zocdoc decided to build a fresh approach to their booking system that facilitated seamless telehealth appointments, in addition to the existing in-person booking capabilities. In their search for vendors to power their new video appointment system, Zocdoc chose Twilio, a company they had been using for nearly a decade to deliver appointment reminders via SMS. They believed that a Twilio integration would provide the simplicity and flexibility needed to develop their own telehealth video solution, leaving room to add features to serve the specific needs of Zocdoc customers. In May 2020, Zocdoc launched Zocdoc Video Service, a free, HIPAA-compliant telehealth video solution that allows any provider to facilitate all of their virtual appointments, regardless of whether the appointments were booked on Zocdoc.
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The implementation of the Twilio-powered video solution had a significant impact on Zocdoc's operations. It allowed the company to quickly adapt to the changing healthcare landscape during the pandemic, facilitating the growth of providers' practices and helping patients safely access the care they needed. The video solution became a crucial component of the overall care experience, which now includes a combination of virtual and in-person interactions with providers. Based on a survey completed in May 2022, patients have responded positively to this combination, with 77% of respondents indicating that they “agree” or “strongly agree” that they will utilize this combination of telehealth and in-person care in the future.
30 days to build custom video solution
Over 40% increase in patient telehealth adoption
60% of virtual visits booked a second, in-person appointment
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