Case Study: South Shore Orthopedics eliminates voicemail backlog and keeps schedules full with Assort Health

South Shore Orthopedics clears 600–1,000 voicemail backlog with Assort Health

South Shore Orthopedics, a private orthopedic practice, faced significant challenges managing its high volume of inbound patient calls. Their front office was struggling with a persistent voicemail backlog of 600-1,000 messages, unpredictable call volume, and staffing difficulties, which led to long hold times and a poor patient experience. To manage patient access, they partnered with vendor Assort Health to implement its Voice AI agent.

Assort Health's AI agent, named Oscar, was implemented to handle 100% of inbound calls. The solution resolved 45% of calls without human intervention, integrated with the EHR for real-time scheduling, and provided 24/7 after-hours coverage. The results were immediate: the practice eliminated its voicemail backlog, maintained a 100% provider schedule fill rate, and achieved a 4.4/5 patient satisfaction rating, all while handling over 10,000 calls per month.

South Shore Orthopedics