{
  "id": "uc_2026_000039",
  "slug": "concord-orthopaedics-assort-referral-automation",
  "title": "How did Concord Orthopaedics automate referrals and cut hold times with AI agents?",
  "answer": "Concord Orthopaedics (New Hampshire; 50+ providers) uses Assort Health inbound and outbound AI agents for calls and referrals. The vendor reports 84% of referrals automated end-to-end, a 68% referral-to-appointment conversion rate, over 95% scheduling accuracy, and hold times near zero.",
  "industry": "healthcare-providers",
  "sub_industry": "Orthopedics",
  "roles": [
    "patient-access"
  ],
  "function": "operations",
  "tasks": [
    "inbound-call-handling",
    "referral-processing",
    "provider-matching",
    "outbound-scheduling"
  ],
  "agent_pattern": "multi-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "Inbound and outbound AI agents (\"Cheryl\")",
      "vendor": "Assort Health",
      "url": null,
      "affiliate": false
    }
  ],
  "deployment_status": "production",
  "organization": {
    "name": "Concord Orthopaedics",
    "type": "independent orthopedic practice",
    "named": true
  },
  "outcomes": [
    {
      "metric": "referral automation",
      "value": "84% of referrals automated end-to-end",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "referral conversion",
      "value": "68% referral-to-appointment",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "scheduling accuracy",
      "value": "over 95% of the 720 appointments per week",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "sources": [
    {
      "url": "https://www.assorthealth.com/customers/concord-orthopaedics-customer-story",
      "publisher": "Assort Health",
      "title": "Concord Orthopaedics Cuts Hold Times and Automates 84% of Referrals",
      "published": null,
      "type": "vendor-customer-story",
      "quote": "Over 95% of the 720 appointments per week* are scheduled accurately.",
      "independent": false,
      "accessed": "2026-10-17",
      "ref": 1
    }
  ],
  "how_it_works": [
    "Inbound agent (\"Cheryl\") answers patient calls and schedules.",
    "Referral triage matches each referral to the right provider.",
    "Outbound agent contacts referred patients and schedules them on the same call."
  ],
  "risks_compliance": [
    "Mis-scheduling or mis-routing of patients with clinical urgency; escalation rules required",
    "PHI handled in calls (HIPAA); EHR write access",
    "Vendor-published results; not independently audited"
  ],
  "medtech_relevance": "Orthopedic practices are core accounts for ortho device reps; faster patient access upstream means faster time to surgical consults and procedures.",
  "notes": [
    "Appointments-per-week figure is asterisked in the vendor story."
  ],
  "models": [],
  "integrations": [],
  "related": [],
  "first_seen": "2026-10-17",
  "last_verified": "2026-10-17",
  "sponsored": false,
  "license": "CC BY 4.0 (summary text); quotes and sources belong to their owners",
  "evidence_grade": "B",
  "grade_rationale": "Named organization with a quantified outcome from the vendor or the organization itself (self-reported).",
  "verification": {
    "checked": "2026-10-17",
    "checker": "pipeline.verify (quote match + outcome-number match)",
    "methods": [
      "auto:fetch"
    ],
    "quotes_matched": 1,
    "quotes_total": 1,
    "claims_matched": 3,
    "claims_total": 3,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/concord-orthopaedics-assort-referral-automation/",
  "industry_label": "Hospitals & Health Systems",
  "role_labels": [
    "Patient Access & Outreach"
  ],
  "vertical": "healthcare"
}