Case Study: MaineHealth achieves scalable, patient-centered omnichannel communications and rapid vaccine outreach with Twilio

How Mainehealth Offers Patient-centered Care With Twilio

MaineHealth is a not‑for‑profit integrated health system serving about one million patients across Maine and parts of New Hampshire. Facing long call‑center wait times and the need to scale outreach during COVID‑19, the organization needed a platform for voice, messaging, and automation to move from a manual, outbound call model to an omnichannel, patient‑centered approach.

Using Twilio, MaineHealth automated outreach workflows (voice→text→call) for programs like tobacco cessation and built an IVR vaccine‑signup campaign in hours that captured demographics and delivered eligibility, confirmation, and scheduling notifications. The campaign drove 120,000 signups in 24 hours, reached over 600,000 residents with ~1.5 million messages and calls, virtually eliminated wait times, saved an estimated 20,000 labor hours versus alternatives, and helped vaccinate roughly 40–45% of Maine.

MaineHealth

Larry Burningham

AVP of Digital Experience