Case Study: Catalyst Medical Group reduces hold times and improves patient access with Assort Health

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

Catalyst Medical Group, an independent physician group with six specialties, faced significant challenges with its call center, including extremely long patient hold times of up to 23 minutes and delayed callback loops. These issues led to patient frustration and a high training burden for staff. To address this, they partnered with Assort Health to implement its Voice AI agent service.

Assort Health's solution deployed an AI agent to manage high-volume, non-urgent calls using detailed provider-specific scheduling logic. This eliminated long queues and mis-schedules. The measurable impact was the complete elimination of the 23-minute hold times and the resolution of previously delayed callback loops. Additionally, Assort Health's platform improved scheduling accuracy and drastically reduced the training burden on staff, leading to greater patient and employee satisfaction.

Catalyst Medical Group

Heather Cleveland

Patient Services Provider