# How did Concord Orthopaedics automate referrals and cut hold times with AI agents?

> 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.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Concord Orthopaedics (independent orthopedic practice)
- **Industry:** Hospitals & Health Systems — Orthopedics
- **Roles:** Patient Access & Outreach
- **Tools:** Inbound and outbound AI agents ("Cheryl") (Assort Health)
- **Status:** production · **Agent pattern:** multi-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- referral automation: 84% of referrals automated end-to-end [1] (self-reported)
- referral conversion: 68% referral-to-appointment [1] (self-reported)
- scheduling accuracy: over 95% of the 720 appointments per week [1] (self-reported)

## How it works
1. Inbound agent ("Cheryl") answers patient calls and schedules.
2. Referral triage matches each referral to the right provider.
3. 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 angle
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.

## Sources
1. Assort Health, "Concord Orthopaedics Cuts Hold Times and Automates 84% of Referrals" (undated; accessed 2026-10-17) <https://www.assorthealth.com/customers/concord-orthopaedics-customer-story>
   > "Over 95% of the 720 appointments per week* are scheduled accurately."

Canonical: https://agentcasefile.com/cases/concord-orthopaedics-assort-referral-automation/ · License: CC BY 4.0 (summary) · Source: Agent Casefile