How CSMO Automated 90% of Referral Workflows With AI

The Center for Sports Medicine & Orthopaedics (CSMO) was managing roughly 75 incoming referrals a day. Manual chart creation, document review, outreach, scheduling, and follow-up created a one-to-two-week backlog and gave leaders limited visibility into what happened to each referral. In this webinar, CSMO’s Jensine Joseph and Assort Health’s Marie D’Aiuto explain how the organization rebuilt that process. Today, approximately 90% of CSMO’s referrals move end to end without manual work, outreach happens within hours, and about 77% convert to scheduled appointments. You’ll see how Assort: • Extracts patient, insurance, provider, and clinical information from referral documents • Identifies urgency and applies CSMO’s routing, payer, and provider rules • Sends exceptions and incomplete referrals to staff for review • Reaches patients by voice, text, or email and books appointments in the EHR • Keeps referring providers informed from receipt through resolution • Gives leaders visibility into referral sources, conversion, and drop-off reasons The session includes a live product walkthrough plus practical lessons on staff trust, implementation, workflow testing, and change management. Learn more about referral automation: https://www.assorthealth.com/referral... See Assort in action: https://www.assorthealth.com/book-a-demo Speakers: Jensine Joseph, Phone Center Senior Manager, Center for Sports Medicine & Orthopaedics Marie D’Aiuto, VP of Patient Access Innovations, Assort Health CHAPTERS 00:00 Welcome and webinar overview 00:57 Meet the speakers 02:22 Why referral queues become patient access problems 04:14 CSMO’s referral volume and backlog 08:43 The manual referral workflow 10:04 How delays affect patients and practice growth 13:06 Assort’s approach to patient access 14:15 The automated referral workflow, end to end 16:33 Closing the loop with referring providers 18:12 Referral analytics and pipeline visibility 20:02 Patient self-scheduling preview 21:11 Live referral automation demo 25:19 Referral status updates for referring providers 26:35 Analytics and referral attribution demo 28:11 What changed for CSMO’s team 30:53 Results: 90% automated and 77% scheduled 34:06 Building staff trust in AI 36:49 Implementation and partnership lessons 40:10 Closing thoughts #HealthcareAI #PatientAccess #ReferralManagement