Advancing Addiction Recovery Outreach with Telehealth Services
twilio Advancing Addiction Recovery Outreach with Telehealth Services

Mission:

Recovery Link sought to expand access to addiction recovery resources by integrating telehealth capabilities directly into their platform. Their goal was to eliminate barriers to care, enabling participants to connect with clinicians via voice, video, SMS, and web chat from anywhere. Our mission was to design and implement a scalable module that would seamlessly support this new model of remote engagement.

Outcome:

Launched just months before the COVID-19 pandemic, the telehealth module positioned Recovery Link to provide uninterrupted care at a critical moment. The success of this initiative expanded our role into a 6+ year partnership, where we helped modernize the platform through the development of 10+ microservices for housing, patient data collection, outreach, and additional recovery services. Within two years, the platform supported over 170,000 engagements with participants and enabled Recovery Link to successfully manage multiple government and educational contracts.

Impact:

By delivering reliable telehealth services, Recovery Link created a lifeline for individuals in recovery during the pandemic and beyond. The platform improved accessibility for vulnerable populations across the U.S., reduced service gaps, and empowered clinicians to provide continuous, on-demand support. The implementation of a Twilio Flex call center further extended this impact, offering 24/7 access to a clinician nationwide. The result has been a measurable increase in outreach effectiveness and participant engagement, strengthening long-term recovery outcomes.

Services:

  • Telehealth module (voice, video, SMS, web chat)
  • Twilio Flex–based 24/7 clinician call center
  • Microservice architecture for housing, patient data, and outreach
  • Scalable platform modernization and long-term development support
  • Integration for government and educational contracts

The Goal

Recovery Link approached us with the need to expand their addiction recovery platform to better support participants remotely. At the time, their services relied heavily on in-person interactions, and they wanted to create a telehealth module that would allow voice, video, SMS, and web chat connections directly between participants and clinicians.

Their vision was to modernize the platform so it could scale to serve both individuals and large institutional contracts, while keeping data secure and engagement seamless.

The Process

We began by mapping out how participants, clinicians, and administrators interacted with the existing system. The focus was on reducing barriers to communication and ensuring participants could access help quickly and privately.

Key discoveries included:

  • Clinicians needed a single system for communication instead of toggling between multiple tools.

  • Participants wanted quick access without complicated logins or delays.

  • Recovery Link administrators needed reporting and data collection that could support government and educational contracts.

To address these needs, we developed a telehealth module powered by C#.NET microservices on the backend and React/Drupal on the front end. We integrated Twilio for call, video, SMS, and chat functionality, alongside several third-party APIs to handle data collection, scheduling, and outreach.

As the partnership grew, this single project expanded into a platform modernization effort spanning over 10 microservices, including housing support, patient engagement tracking, and large-scale outreach tools. We also implemented a Twilio Flex call center to provide 24/7 clinician access nationwide.

The Gain

  • 170,000+ engagements with participants within the first two years.

  • Secure and scalable telehealth services in place before the COVID-19 pandemic, ensuring uninterrupted care.

  • A 6+ year partnership, growing into full-scale platform modernization with microservices.

  • Multiple government and educational contracts supported by robust reporting and outreach features.

  • Nationwide 24/7 clinician access through a custom call center solution.

It is great to find a partner that can finish your "sentences" from a dev side. We were able to talk to Blake and his team and they were able to organize and deliver. Would use again.

Calvin Williams

CEO of Freeman Capital

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