{
  "id": "uc_2026_000033",
  "slug": "family-practice-associates-lexington-assort-ai-scheduling",
  "title": "How did an independent primary care practice use an AI agent to fix Monday call surges?",
  "answer": "Family Practice Associates of Lexington (21 providers, Kentucky) uses an Assort Health AI agent named \"Sophie\" for phone scheduling, including after hours. The vendor reports a 30%+ increase in new patient visits and zero missed emergent-triage transfers.",
  "industry": "healthcare-providers",
  "sub_industry": "Primary care (independent practice)",
  "roles": [
    "patient-access"
  ],
  "function": "operations",
  "tasks": [
    "inbound-call-handling",
    "appointment-scheduling",
    "after-hours-access",
    "triage-routing"
  ],
  "agent_pattern": "voice-agent",
  "autonomy_level": 3,
  "tools": [
    {
      "name": "AI patient access agent (\"Sophie\")",
      "vendor": "Assort Health",
      "url": null,
      "affiliate": false
    },
    {
      "name": "Veradigm EHR integration",
      "vendor": "Veradigm",
      "url": null,
      "affiliate": false
    }
  ],
  "deployment_status": "production",
  "organization": {
    "name": "Family Practice Associates of Lexington",
    "type": "independent primary care practice",
    "named": true
  },
  "outcomes": [
    {
      "metric": "new patient visits",
      "value": "30%+ increase",
      "source_ref": 1,
      "self_reported": true
    },
    {
      "metric": "emergent-triage transfers missed",
      "value": "Zero",
      "source_ref": 1,
      "self_reported": true
    }
  ],
  "sources": [
    {
      "url": "https://www.assorthealth.com/customers/family-practice-associates-of-lexington-customer-story",
      "publisher": "Assort Health",
      "title": "Family Practice Associates of Lexington Ends the Monday Morning Phone Rush",
      "published": null,
      "type": "vendor-customer-story",
      "quote": "FPA averages 225,000 incoming calls a year.",
      "independent": false,
      "accessed": "2026-10-17",
      "ref": 1
    }
  ],
  "how_it_works": [
    "AI agent answers calls and books appointments 24/7, integrated with the Veradigm EHR.",
    "Encodes the practice's scheduling rules previously held by veteran staff.",
    "Transfers emergent-triage calls to humans."
  ],
  "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": null,
  "notes": [],
  "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": 2,
    "claims_total": 2,
    "passed": true
  },
  "url": "https://agentcasefile.com/cases/family-practice-associates-lexington-assort-ai-scheduling/",
  "industry_label": "Hospitals & Health Systems",
  "role_labels": [
    "Patient Access & Outreach"
  ],
  "vertical": "healthcare"
}