Organization
Doximity
Case study
Verified caller ID for HIPAA-conscious telehealth
Built trusted caller identity and guardrails so clinicians could reach patients without exposing private numbers.
Timeframe
2015–2017
Focus
Redacted, de-identified outcomes
Overview
Case study overview
A redacted summary of the system, constraints, and outcomes.
Summary
Built trusted caller identity and guardrails so clinicians could reach patients without exposing private numbers.
Telehealth uptake was stalling because patients ignored unknown numbers and clinicians were hesitant to reveal personal contact details.
Problem
Built trusted caller identity and guardrails so clinicians could reach patients without exposing private numbers.
Intervention
Verified caller ID and safety copy to establish trust.
Impact
Pickup rates improved with verified identity and consent messaging.
Case study detail
Constraints
- HIPAA privacy and patient consent requirements.
- Carrier spoofing rules and call deliverability risk.
- Clinician adoption risks if workflows added extra steps.
Interventions
- Verified caller ID and safety copy to establish trust.
- Audit-ready call logs and escalation guidance.
- Fallback workflows for missed connections.
Outcomes
- Pickup rates improved with verified identity and consent messaging.
- Spoofing incidents declined as trust signals matured.
- Clinician adoption climbed without exposing personal numbers.
Artifacts
- Caller identity decision log (redacted).
- Consent copy and verification UX patterns.
- Escalation playbook for failed connections.