MDCS Partners with Assort to Power Patient Access Innovation & Double Labor Capacity

About MDCS Dermatology 

MDCS Dermatology is a New York and New Jersey based, multi-location dermatology practice with 9 locations seeing over 138,000 patient visits per year. MDCS delivers comprehensive medical, surgical, and cosmetic dermatologic care to a high-volume, diverse patient population across New York and New Jersey.

Challenges Before Assort

MDCS supports a broad mix of appointment types, from general dermatology, skin cancer surgery and procedure-based and cosmetic care, across multiple locations. Each patient interaction requires accurate routing, specialty-specific scheduling logic, and clinical context to ensure patients get the right care efficiently.

Dr. Amin knew that AI-powered patient access could help address the practice's growing capacity challenges and rising labor costs. But when MDCS initially implemented other solutions in the market, the experience fell short of what was promised.

• Full suite of capabilities that never materialized. Vendors sold MDCS on a vision of what their platform could do, but the reality was different. Features that were supposed to work out of the box required months of configuration. Outbound capabilities and patient payment workflows that were discussed during sales calls turned out to be "on the roadmap" rather than ready to deploy. The omnichannel experience MDCS expected never came together.
• Slow implementation and limited support. When issues arose or new workflows needed to be built, MDCS found themselves waiting. The vendors didn't have the engineering bandwidth to support a practice with MDCS's complexity. Requests sat in queues. Customizations took quarters, not weeks. Dr. Amin felt like her practice was an afterthought rather than a priority.
• Poor accuracy and frustrated patients. Without deep training on specialty-specific edge cases, the AI agents made mistakes. Patients were routed incorrectly, appointments were scheduled with the wrong providers, and nuances that any experienced front desk staff would catch were missed entirely. The result was a poor patient experience and ROI that never materialized. MDCS ended up turning the tools off.

Dr. Amin knew there had to be a better way, but she was understandably skeptical after these experiences. She needed a partner that could actually deliver on the promise of AI-powered patient access without the false starts.

Solution: Voice AI with Specialty Precision

Partnering with Assort Health

After evaluating and trialing other patient access platforms, MDCS Dermatology ultimately chose to partner with Assort. Unlike the other vendors MDCS tried, Assort Health offered what mattered most for a modern, high-performing medical practice like MDCS Dermatology: 

Specialty Precision from Day One

MDCS had tried other AI solutions before and walked away frustrated. The tools either never went live – with implementation spanning months and no results to show for it – or once they did, they couldn't handle the real-world complexity of a dermatology practice. Assort was different. Their platform had already learned from tens of millions of patient interactions across specialties, which meant MDCS's agents came pre-loaded with relevant scheduling patterns, clinical routing logic, and edge-case handling. The practice didn't have to teach the system how dermatology works. And Assort's ingestion engine turned MDCS's existing protocols and EHR data into live workflows quickly, reaching 95% accuracy by the practice's own audit within weeks of go-live.

A Partner That Showed Up

What set Assort apart wasn't just the technology. It was how they operated as a partner. Assort delivered white-glove service to the MDCS team, spending time with them to understand exactly how the practice ran. The implementation team wasn’t just configuring software – they were learning the nuances of how MDCS handled cosmetic consultations versus medical visits, how certain providers had specific scheduling preferences, and where handoffs to live agents needed to happen seamlessly. Dr. Amin felt like she had a team that genuinely cared about getting it right, not a vendor checking boxes on a deployment checklist.

Ambitious Product Roadmap and Comprehensive Platform

For MDCS, it was important to partner with a solution that would continue to support not just their needs today, but into the future as the practice evolved. Assort's long-term product roadmap and pace of innovation was a deciding factor in the evaluation. What started as inbound call handling has expanded rapidly: outbound rescheduling to keep schedules full, 24/7 availability so patients aren't stuck waiting until morning, intelligent routing and triage, and AI agents that now operate as a fully autonomous extension of the access team. And the roadmap keeps moving. Assort has shared plans for predictive workflow optimization and self-serve tools that will let MDCS's own staff configure and refine agents without needing engineering support. For Dr. Amin, this wasn't a point solution. It was a platform that would grow with the practice.

How MDCS Uses Assort Today

MDCS uses Assort across all 9 locations to support patient access at scale. Assort’s AI agents:

• Automate the majority of inbound calls, handling appointment scheduling and management, answering patient FAQs, and routing to the right department, extending staff capacity and reducing the need to overstaff for peak demand
• Seamlessly hand off patients to live agents when needed, giving the live agent context on the conversation to pick up exactly where the AI agent left off leading to a better experience for patients
• Automate outbound rescheduling calls to keep provider schedules full and optimized 
• Create tasks for clinical staff based on patient interactions, ensuring the right follow-up actions are taken (prescription refills, referrals, etc.)

And with Assort’s AI agents operating 24/7, MDCS can ensure that patients get help when they need it and allow staff to focus on higher-value, human-centered care.

Impact

With Assort’s AI agents acting as an extension of its patient access team, MDCS has been able to absorb growing demand, stabilize operations, and control rising labor costs, without proportional increases in staffing.

Key results include:

• 2x labor capacity: Assort handles an average of 20,000 patient calls each month, relieving what was previously constant capacity pressure and allowing MDCS to better absorb peak demand.
• Supported 29% appointment volume growth: Assort enabled front office staff to effectively support increased demand and new provider additions over 2 years, without increasing headcount.
• Significantly reduced labor costs: By eliminating the need to overstaff for peak demand, reducing reliance on outsourced or overseas call centers, and lowering training and ramp-time costs, Assort has significantly reduced MDCS’s overall labor expenses.
• 460 hours/month saved for staff, reducing fatigue, improving morale and enabling them to deliver better care where it matters most. 
• 4.5 / 5 patient satisfaction: Patients consistently rate their experience with Assort’s AI agents highly, reflecting fast, accurate, and reliable support.

By absorbing rising call volume and labor costs without proportional growth in staffing, MDCS has built long-term operational resilience. With Assort Health, patient access has become a scalable advantage  – supporting continued growth without sacrificing the quality of care MDCS delivers every day.