Case Study: MDLIVE achieves scalable, reliable telemedicine and faster patient connections with Twilio

Mdlive Leading the Way in Telemedicine for More Than 40 Million Americans and Growing

MDLIVE is a national telemedicine provider serving more than 40 million Americans through partners like health plans, employers, hospitals and retailers, offering on-demand visits with physicians, dermatologists, psychiatrists and therapists via a HIPAA-compliant cloud platform. Rapid growth (30–40% year-over-year) exposed limits in their previous telephony provider, slowing patient access and threatening the seamless experience MDLIVE aims to deliver.

MDLIVE integrated Twilio Programmable Voice, Video and Messaging into its home-built platform to replace in-house and legacy systems, enabling scalable voice and video encounters, recordings, appointment reminders and real-time provider alerts. The change cut video failure rates and average wait times, improved provider scheduling and utilization, reduced no-shows, and helped MDLIVE scale more efficiently while expanding services like virtual primary care and behavioral health.

MDLIVE

Axel Hadida

Platform Development Director