Barrington Orthopedic Specialists is a multi-location orthopedic practice in the northwest suburbs of Chicago, serving patients across 26 providers and four sites. The team faced serious scheduling challenges:
- 30-40% of calls were abandoned due to patient frustration associated with long wait times of 30 minutes or more (approximately 2,090 missed calls per month)
- A single mis-scheduled patient could disrupt a clinic day that sees up to 60 patients
- Call center staff were overloaded, creating a risk of burnout and errors
Assort’s Voice AI agent was integrated directly into Barrington’s EMR, like “flipping a switch,” with minimal integration effort. The agent follows Barrington’s complex scheduling rules, ensuring patients are matched to the right provider, location, and appointment type. This allows staff to focus on more complex calls while giving patients immediate access to booking.
Impact
- AI agent immediately answered all incoming scheduling calls, preventing 2,090 calls from being missed
- A total of 75 patients were able to resolve tasks over the month during after hours (compared to 0)
- Reduced 30+min wait time to <5min
- 36 appointments booked monthly during after-hours
- $9,900 of additional value from monthly “after-hours” call management -> $120,000 in incremental appointment revenue annually from after-hours calls
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