Michigan Orthopedic Surgeons Unlocks New Revenue and Operational Efficiency with Agentic AI

About Michigan Orthopedic Surgeons

Michigan Orthopedic Surgeons is the state’s largest independent orthopedic practice, with 10 locations and over 90 providers throughout Southeast Michigan. The practice delivers world-class orthopedic care across specialties, including sports medicine, joint replacement, and spine care, all while maintaining a strong commitment to local, patient-centered service.

Challenge Prior to Assort Health

Michigan Orthopedic Surgeons’ centralized call center manages more than 35,000 appointment calls per month, and was facing major capacity issues that strained both patients and staff. As a result, they were seeing: 

• Significant hold times and call abandonment: Patients regularly waited 15–40 minutes to reach an operator, resulting in a 35% call drop rate and millions in missed appointment opportunities each year.
• Rising operational costs: Managing high call volumes required substantial resources, with increasing training, technology, and oversight costs that made it difficult to scale the call center
• Operational strain and inefficiency: Persistent turnover and coverage gaps created ongoing service disruptions, while valuable executive time was consumed managing day-to-day call operations instead of driving growth.
• Self-scheduling issues: Their existing patient self-scheduling tool wasn’t driving conversions at a meaningful rate.

Solution

After evaluating 15 potential vendors, they selected Assort Health for its deep library of specialty-specific knowledge and experience handling over 1.6M edge cases. The team at Michigan Orthopedic Surgeons set out to improve the patient experience and increase appointment bookings with Assort’s platform. 
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They sought to eliminate long hold times, simplify call center operations, and enable their staff to focus on the more complex and nuanced calls. With Assort’s Voice AI platform, Michigan Orthopedic Surgeons deployed AI agents that are integrated with their EHR to:

• Instantly answer and handle appointment scheduling (book, reschedule, cancel, confirm), which can require complex scheduling logic
• Route calls that require human intervention to the right department
• Power self-scheduling capabilities for patients via the practice’s website
• Provide 24/7 access to meet patient needs after hours and during call spikes

This hybrid approach allows Assort’s AI to manage high-volume and routine interactions while staff focus on complex or high-value calls. The result: patients get immediate responses, and staff can deliver a more personal, efficient experience.

Impact

Since implementing Assort Health, Michigan Orthopedic Surgeons has transformed its patient access seeing:

• Over $1.25M recouped annually by reducing call drop rate to < 5% and capturing more appointments
• 3x higher self-scheduling conversion rates with Assort, compared to their previous self-scheduling provider
• 5.3% increase in total scheduled patient volume across all locations