Chesapeake Health Care Captures Additional Revenue & Transforms Patient Access with Assort Health

About Chesapeake Health Care

Chesapeake Health Care is a Federally Qualified Health Center (FQHC) serving Maryland’s Eastern Shore with more than 150 providers across adult medicine, OB/GYN, pediatrics, mental health, dental, and pharmacy. With a mission to increase access to quality care, Chesapeake continually invests in modernizing patient communication and strengthening the patient experience.

Challenges Before Assort

Before partnering with Assort Health, Chesapeake Health Care’s call centers were overwhelmed and staff struggled to handle the upwards of 10,000 calls coming into each practice every month. For patients, that meant they often waited on hold – sometimes more than 7 minutes – only to be sent to voicemail. Care was becoming harder to receive and frustration rose. 

Across its footprint, Chesapeake Health Care was experiencing: 

• 25% of calls were dropped, resulting in lost appointment bookings each year
• Long hold times of over 7 minutes frustrated patients and delayed their care
• High staffing costs and turnover made scaling call operations unsustainable
• Complex routing across specialties increased operational strain

And the challenges continued to compound as staff workload continued to rise, leading to burnout, high turnover and further inefficiencies across the practices. The team at Chesapeake Health Care knew there had to be a better way to operate, and COO Josh Boston set out to find a solution.  

Solution: AI-Powered Patient Access

Chesapeake Health Care implemented Assort Health’s Agentic AI Platform for Patient Engagement within its OB/GYN, Adult Medicine, and Pediatrics practices to streamline patient access and reduce operational bottlenecks.

Chesapeake now relies on Assort’s AI agents to:

• Manage appointment scheduling directly inside the EHR
• Triage inbound calls to the correct clinical line and create patient cases (refill, referral requests, test results, message to nurses) 
• Recover dropped or incomplete calls, capturing revenue that previously slipped through
• Answer FAQs and routine inquiries, reducing the load on staff

Because Assort deeply integrates with Chesapeake’s EHR, scheduling, triage, and call workflows run seamlessly. Every appointment, reschedule, cancellation, and update flows directly into the EHR—improving accuracy, reducing manual work, and giving staff real-time visibility into patient needs.

By automating call handling and the bulk of patient cases – from refills to referral requests to clinical messages – Assort has enabled Chesapeake Health Care staff to work more efficiently while delivering a high quality of care.

“Assort Health has completely transformed how we manage patient access. The AI handles scheduling over 100 providers across 6 specialties with precision, and integration with our EHR keeps everything up to date to reduce additional work from our team. Our patients get through faster, our staff can focus on care, and we’re seeing meaningful gains in both satisfaction and revenue.”

— Josh Boston, Chief Operating Officer, Chesapeake Health Care

Impact

Since implementing Assort Health, Chesapeake Health Care has significantly improved the patient experience while expanding capacity and operational efficiency.

• 4.4/5 Patient satisfaction score, a significant improvement from an average 2.6/5 rating in online reviews
• $1M+ in new revenue generated from after-hours appointment bookings
• 50% increase in labor capacity
• Dramatically reduced hold times, down to approximately 45 seconds, making it easier and faster for patients to get the care they need

Together, these outcomes have allowed Chesapeake to deliver a smoother, more reliable patient experience while ensuring they receive timely access to the care they need. By embedding Assort into their daily workflows, 

With Assort Health embedded into their daily workflows, and fully integrated with their EHR, the organization is better able to support its clinical teams and ensure patients receive timely access to the care they need.