# How does Boston Bone & Joint Institute use AI agents for inbound and outbound patient access?

> Boston Bone & Joint Institute (41 providers) uses Assort Health AI agents for inbound calls and automated outbound rescheduling. The vendor reports call abandonment falling from 9% to 3%, a 53% rescheduling rate from outbound campaigns, and attrition of 2 staff absorbed without backfill.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Boston Bone & Joint Institute (orthopedic practice)
- **Industry:** Hospitals & Health Systems — Orthopedics
- **Roles:** Patient Access & Outreach
- **Tools:** Assort Concierge AI agents (Assort Health)
- **Status:** production · **Agent pattern:** voice-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- call abandonment: from 9% to 3% [1] (self-reported)
- automated rescheduling: 53% rescheduling rate from outbound campaigns [1] (self-reported)
- staffing: attrition of 2 staff members absorbed without backfills [1] (self-reported)

## How it works
1. Inbound agents handle patient calls and inquiries around the clock.
2. Outbound campaigns notify and reschedule patients when schedules change.
3. Workflows tailored to the practice's orthopedic scheduling rules and SOPs.

## 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 angle
Orthopedic practices are core accounts for ortho device reps; faster patient access upstream means faster time to surgical consults and procedures.

## Sources
1. Assort Health, "Boston Bone & Joint Institute Reduces Call Abandonment and Expands Access" (undated; accessed 2026-10-17) <https://www.assorthealth.com/customers/boston-bone-joint-patient-access>
   > "With a 9% call abandonment rate, patients who couldn't get through were simply leaving."

Canonical: https://agentcasefile.com/cases/boston-bone-joint-assort-inbound-outbound-agents/ · License: CC BY 4.0 (summary) · Source: Agent Casefile