Case Study: Inbox Health improves patient billing and payment experiences with Twilio

Inbox Health Reinvents the Patient Billing Experience With Twilio

Inbox Health helps healthcare providers improve a traditionally paper-heavy, confusing patient billing process by creating a more personalized and transparent communication and payment experience. To support this challenge, Inbox Health used Twilio services including Twilio and IVR to let patients understand bills, respond across channels, and pay over the phone.

Twilio enabled Inbox Health to build its payment flow without the heavy lift of an in-house system, using , , and alongside existing integrations. The results were significant: call center volume dropped by 800 calls per month, average call time fell from 5 minutes to 2.5 minutes, 61% of callers paid without an agent, and Twilio processed $100K in payments in the first three months. Twilio also helped avoid an estimated $200K–$300K annual PCI compliance build cost.

Inbox Health

Kevin Yuliawan

Principal Engineer