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OhMD named a Twilio AI Startup Searchlight honoree

OhMD has been selected by Twilio as one of 20 honorees in the Third Annual AI Startup Searchlight Awards. Twilio chose the honorees from more than 750 applicants for delivering real impact with AI on Twilio’s communications platform.

About the Twilio award

The AI Startup Searchlight Awards recognize products showing real-world results on Twilio’s platform. Honorees were announced at SIGNAL London on November 18, 2025. Judges included leaders from Twilio, OpenAI, IDC, and Andreessen Horowitz.

Being selected from 750+ applicants highlights the strength of Nia’s approach to solving patient access and staffing challenges at scale. Honorees receive Twilio and OpenAI credits and time with Twilio Ventures, which helps speed delivery of new features.

“Our goal is simple: end hold time and free the hero-in-the-loop to do what matters most – helping patients. Twilio gives us the ability to deliver this reliably and at scale.”
— Ethan Bechtel, Co-founder and CEO, OhMD

Today’s front-desk pressure

For many practices, this recognition reflects the day-to-day reality at the front desk. High call volume, long hold times, and growing patient demand are stretching teams thin.

The problem practices face today

Most patient communication still comes through the phone, but call volume has grown far beyond what front desk teams can manage. This leads to:

  • Long hold times
  • Voicemail backlogs
  • Delayed visits
  • Missed revenue
  • Staff stress and turnover

Patients want quick answers. Staff want a predictable day. Practices need help managing the call load without adding more people or outsourcing.

What Nia does (and why it matters)

Nia, OhMD’s AI voice + text agent, answers routine patient calls, books and changes appointments, handles refills, and sends a fast text follow-up from the office number.

Nia takes on the predictable work so staff can focus on patients who truly need a person. Patients get what they need the first time they call. Teams get time back and fewer bottlenecks.

Nia brings voice and text together so patients get what they need without waiting, and follow-up happens quickly by text from the office number. Workflows are designed with clinical and front desk teams, not generic scripts, and everything fits into daily operations so staff do not need to switch systems.

A customer described it simply:
“Hold time is down. Calls that used to pile up now get taken care of right away.”

Early results from practices

Happy physician team
Groups using Nia report:
  • More than 60% of routine patient calls automated
  • Shorter hold times
  • Fewer voicemails
  • Higher completion rates when Nia sends a follow-up text
  • Better flow for front desk and clinical teams

These results show clear gains in patient access and staff efficiency.

How Nia works

  • Designed for medical practices: Trained on front desk workflows such as scheduling, referrals, refills, directions, and coverage questions.
  • Hero in the loop: If a call needs a person, Nia flags it and hands off with full context so staff can respond fast.
  • Twilio-powered: Uses ConversationRelay for live voice, Programmable Voice and Messaging for reliable calling and texting, RCS where available, Studio for automation, and SendGrid and Segment for email and analytics.
  • Fits the workflow: Conversations and tasks move into the team’s normal process so nothing is missed.
  • Built with privacy in mind: OhMD signs a BAA, uses secure systems, and follows strict privacy practices. Patients must give consent for texting, and sensitive needs go directly to staff.

What’s next

Nia will keep expanding support for scheduling, refills, referrals, coverage questions, and care coordination, with smart text follow-up that cuts no-shows and speeds intake.

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FAQs

What is Nia by OhMD?

Nia is an AI voice + text agent that answers routine patient calls, books visits, handles refills, and routes sensitive needs to staff.

How does Nia reduce hold times and voicemails?

Nia handles common calls end-to-end, then sends a quick text from the office number so callers stay out of voicemail and off hold.

Is Nia secure and HIPAA compliant?

Yes. OhMD signs a BAA, patients must give consent for texting, and all systems follow privacy best practices.

Does Nia work with our EHR workflow?

Yes. Nia fits typical front desk and care coordination processes.

What results can a practice expect?

More than 60% of routine calls automated, shorter hold times, fewer no-shows, and faster response to patient needs.