MedSecure
99.2% OTP delivery and 62% fewer no-shows for 500+ clinics
MedSecure replaced an unreliable verification stack with CloudVNO Verify and SMS reminders, cutting appointment no-shows by 62% and raising OTP delivery to 99.2%.
The Challenge
15% of OTPs never arrived and no-shows were costing clinics millions
MedSecure provides patient verification and appointment management software to over 500 partner clinics. Their platform required patients to verify their identity with a one-time passcode before accessing medical records or confirming appointments. But their previous SMS provider delivered only 85% of OTPs reliably — meaning 1 in 7 patients failed verification on the first attempt. Those patients either called the clinic for manual help or simply didn't show up. The no-show problem was compounding: clinics were losing $2M+ annually in wasted appointment slots. When patients called for help, clinic staff had to share direct phone numbers — exposing personal contact information and violating the privacy expectations patients had.
The Solution
Verify with intelligent retry, appointment SMS reminders, and number masking
CloudVNO Verify replaced MedSecure's fragile OTP pipeline with a multi-channel delivery stack: SMS first, automatic fallback to voice OTP if SMS doesn't deliver within 30 seconds, and configurable retry logic tuned to healthcare patient demographics. Delivery confirmation webhooks let MedSecure's platform detect non-delivery in real time and prompt patients to try again rather than silently failing. Alongside verification, CloudVNO SMS API powers automated appointment reminders — 48 hours before, 2 hours before, and a same-day confirmation — with two-way reply support so patients can confirm or reschedule via SMS. CloudVNO Number Masking handles patient-doctor calls through the platform, connecting both parties through a masked bridge number so neither shares a personal phone number.
Products used
The Results
Measurable outcomes
- OTP delivery rate rose from 85% to 99.2% with multi-channel fallback enabled
- Average OTP delivery time dropped to 4.8 seconds from a previous average of 22 seconds
- Appointment no-shows reduced by 62% across partner clinics within 90 days
- Partner clinics recovered an estimated $1.4M in annual revenue from recaptured appointment slots
- Zero patient-to-staff personal number exposure incidents since deploying number masking
“Patient verification went from our biggest support headache to something we never think about. The multi-channel fallback just works — and our clinics stopped losing appointment revenue overnight.”
Dr. Aisha Farooq — CTO, MedSecure
Reliable verification for healthcare platforms
99%+ OTP delivery with multi-channel fallback, appointment reminders, and number masking for patient privacy. HIPAA-aware infrastructure.