How Catalyst Medical Group enhanced patient experience and reduced wait times with Assort Health

Catalyst Medical Group (CMG) is an independent physician group delivering care across orthopedics, podiatry, OB/GYN, dermatology, pediatrics, and primary care. With 17 physicians and six specialties, their call center faced mounting challenges:

• Long hold times: patients often waited up to 23 minutes to speak to someone.
• Call-back loops: urgent issues could take one to two days to resolve.
• Scheduling complexity: each specialty had unique provider rules, prone to human error.
• High staff turnover & training burden: onboarding new schedulers meant repeatedly teaching intricate rules.
• Patient frustration: some said they loved the clinic but could “never get a hold” of anyone.

Assort’s Voice AI agent was deployed to handle high-volume, non-urgent calls, freeing staff for patients who need extra time or attention. The agent follows detailed provider-specific scheduling logic, eliminating mis-schedules for complex visits like injections or post-op follow-ups.

CMG’s call center team uses the agent’s “warm handoff” dashboard to instantly see what the patient already shared with the AI, cutting redundant questions and allowing live agents to continue conversations seamlessly. Appointment notes from the AI feed directly into CMG’s system, preserving accuracy and consistency. Unlike human training, which can be repetitive and inconsistent, AI retains every rule, making updates a “one-and-done” process. Impact

• Eliminated 23-minute hold times
• Improved patient scheduling accuracy across six specialties
• Enabled faster resolution of previously delayed (1–2 day) callback loops
• Reduced training burden with centralized, “one-and-done” scheduling logic updates
• Positive feedback from patients, including older populations, on the ease of scheduling

“Nobody likes to hear that you're eighth in line or your hold time's 23 minutes. One thing I'm hearing is that people can just call in. They are always gonna be first in line with Assort. There is no eighth in line, there is no 23-minute hold time, they're first in line. So if they're able to make that appointment, they're going to do it, and they're not going to have to wait.”

— Clinic operations leader, Catalyst Medical Group

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