Aesthetic Record uses Twilio Verify to build patient trust at scale

Challenge

Aesthetic Record came to Twilio to help them deliver fast, seamless patient experiences without compromising on security or HIPAA compliance. As the platform scaled to support millions of sensitive interactions, they needed a way to verify users and block fraud—automatically and invisibly.

Solution

With Twilio Verify as the foundation of their verification infrastructure, Aesthetic Record protects every patient interaction with seamless, automated, HIPAA-compliant identity verification at scale—keeping out bad actors while preserving a luxury user experience for more than 9,000 health clinic clients and counting.

Aesthetic Record sits at the heart of an industry undergoing rapid digital transformation. With over 65,000 practitioners that use its platform for patient acquisition, communication, scheduling, payments, and more, the company handles a massive amount of sensitive health data.

“We’re not just an appointment system—we manage the entire patient journey,” says Sarah Denham, Director of LeadAR at Aesthetic Record. “Every single step in that journey has private health information that must stay secure,”  

Their clients—which include medical spas, dermatologists, and plastic surgeons—are often small teams without dedicated IT or compliance resources that rely on Aesthetic Record to handle security “out of the box.” While the company was working to accommodate growing demand, the complexity of the threat landscape was also growing. Fake bookings, appointment spamming, and bot-driven distributed denial of service (DDoS) attacks were becoming daily realities, with bad actors attempting to disrupt operations or sabotage competitors.  

At the same time, patients were losing patience with impersonal interactions. Aesthetic Record’s Chief Growth Officer, Tiphany Hall, says elective healthcare patients want an experience that feels personal. “It makes it more challenging for us with identification,” Hall says. “If you’re getting Botox, you’re looking for a high-touch luxury experience.”

Aesthetic Record needed a way to verify users at scale—while maintaining that sense of an upscale premium experience. When Twilio came into view, the team took a double-take. It wasn’t long before both companies realized they were a match made in verification heaven. 

Twilio Verify is the center of Aesthetic Record’s communications infrastructure. Verify works at every stage of the patient journey—from online appointment booking and patient portal registration, to telehealth sessions and reward redemptions. 

The API is seamlessly embedded so that authentication happens in the background without disrupting the user experience. For practitioners—Aesthetic Record’s clients—Verify enables new user verification, secure provider logins with two-factor authentication (2FA), and admin authentication.

Denham says it’s not just about security, it’s also about trust. “Twilio Verify doesn't just protect us and our clients,” Denham says. “It enables us to communicate confidently, knowing we've taken the necessary steps to establish identity and secure sensitive information.”

Beyond verification, Aesthetic Record leveraged the broader Twilio ecosystem:

• HIPAA-compliant SMS & MMS for secure appointment notifications and before/after photo sharing

• SendGrid for email communications

• Branded Calling to improve trust and reachability

• A2P 10DLC registration for reliable, trusted messaging at scale

• SHAKEN/STIR for voice integrity

These solutions allow Aesthetic Record to deliver an omnichannel communication experience that is seamless, secure, and built for scale.

Twilio didn’t just help Aesthetic Record comply with HIPAA—the partnership turned security into a strategic asset. Clinics that once lacked IT support or security infrastructure now get turnkey, verified communication out of the box.

Aesthetic Record now performs over 100,000 identity verifications each month, enabling faster bookings and smoother onboarding for more than 9,000 health practice partners. Even amid active fraud attempts and DDoS attacks, the platform has maintained uninterrupted service—shielding its clients from costly disruptions and the catastrophic risk of HIPAA violations. 

“After a DDoS attack a few years ago, we knew we needed an extra layer of protection,” says Hall. “We turned to Twilio for help, and now Verify has become a critical part of our infrastructure going forward.”

With these safeguards in place, Aesthetic Record has been able to confidently expand into new communication channels like Branded Voice. Twilio’s scalable infrastructure makes it simple for clinics to adopt new channels securely as their needs evolve. Additionally, Hall says, “We're launching Video very soon, and we're very excited about that.” 

Secure communications don’t just keep Aesthetic Record and their clients compliant—it enables growth. Providers can trust that every appointment is legitimate. Clinics don’t have to worry about bots jamming their systems. And patients can book, communicate, and follow up in a secure and seamless environment.

Streamlining communications across a range of patient procedures, appointments, and check-ins isn’t a one-time fix; it’s an ongoing challenge. “With millions of communications points every month, things will inevitably go wrong,” says Hall.

Aesthetic Record took advantage of Twilio’s Personalized Support offering, which includes a dedicated Technical Account Manager (TAM) that helps them get the most out of every Twilio product they use, including Verify. The TAM keeps tabs on use cases and provides thorough updates on deliverability, errors, and usage.

This level of support gives Aesthetic Record the assurance that Twilio experts are standing by when issues happen. By proactively monitoring the company’s usage and working with its team when tickets need to be filed, Twilio is able to provide the highest level of SLAs.

“We can count on faster ticket resolutions and fewer platform disruptions with personalized support,” says Hall. “With thousands of medical providers relying on us daily for SMS, voice, and verification, knowing we have a trusted partner in Twilio provides peace of mind for us, our clients, and their patients.”

This chain of support—from Twilio to Aesthetic Record to its clients—ensures that mission-critical communication stays online, and helps patients feel like they’re being well cared for.

Aesthetic Record’s partnership with Twilio proves that even in a high-touch, high-growth, HIPAA-regulated industry, security and scale don’t have to be at odds. By making verification a seamless, embedded layer across every interaction, Aesthetic Record can offer a communications platform that’s not only HIPAA-compliant, but on course for a frictionless future.

With simple, secure, and scalable identity verification, Aesthetic Record and Twilio are reshaping elective health communication to stand the test of time.