Public source
Doximity Dialer launched in 2016 as a physician calling product.
Launch evidence for the caller-ID product context.
Case study
Identity verification that got patients answering the phone
Patients ignored calls from unknown numbers, blocking telehealth adoption. Dialer showed the doctor's office number — verified and HIPAA-safe.
Timeframe
2013–2017
Focus
Redacted, de-identified outcomes
Summary
Patients ignored calls from unknown numbers, blocking telehealth adoption. Dialer showed the doctor's office number — verified and HIPAA-safe.
I was product lead on Dialer; public links establish product launch and later company-reported scale. Doximity launched Dialer in 2016 as a physician calling tool — doctors could call patients from personal cell phones while patients saw the doctor's office on caller ID. Dialer later integrated with Epic Haiku, letting physicians call directly from the mobile EHR, and appears in the Epic Showroom. Doximity has since described Dialer as enabling 110M+ video and audio visits from 300K+ active clinician users.
Intervention
Verified caller ID and safety copy.
Outcome
Clinics stopped raising pickup rates as a top concern — the identity problem was resolved, not managed.
Public evidence and evidence level
Public source
Doximity later reported 110M+ video/audio visits from 300K+ active clinician users.
Company-reported downstream scale; kept separate from individual ownership claims.
Public source
Dialer integrated with Epic Haiku.
Public integration evidence for clinical-workflow reach.
Public source
Dialer appears in Epic Showroom.
Public listing evidence for the product ecosystem.
End-to-end flow
1 Doctor opens Dialer → 2 Enters patient phone number → 3 System verifies office caller ID → 4 Patient sees "Dr. Smith's Office" on phone → 5 Patient answers → 6 Call connected with verified identity
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.
- Audit-ready call logs and escalation guidance.
- Fallback workflows for missed connections.
Outcomes
- Clinics stopped raising pickup rates as a top concern — the identity problem was resolved, not managed.
- iOS app reviews climbed from 3.7 to 4.8 stars after mobile product work.
- Spoofing reports dropped below the carrier review threshold — the verification system held under real conditions.
- Answering stopped being the bottleneck — clinician adoption accelerated once identity was solved.
Artifacts
- Documented how caller ID mapping rules interacted with carrier spoofing protections.
- Consent copy and verification UX patterns tested across clinic workflows.
- Escalation playbook for failed connections and missed-call recovery.
Key takeaways
- Identity is a product decision, not just a feature — who the system says you are shapes whether anyone picks up.
- Audit-ready logs and escalation playbooks matter as much as the happy path.
- Carrier rules, privacy constraints, and clinician adoption shape the product from the start.
Details are anonymized to preserve healthcare data privacy and proprietary corporate metrics. Where exact figures cannot be shared, I describe the operating problem, intervention, and observed directional change.