The patient experience continues to be driven by patients’ demand for more convenience and immediacy. As the call for more consumer-centric care grows, orthopedic providers are rethinking how they deliver and coordinate services.
During Becker’s Healthcare 22nd Annual Spine, Orthopedic and Pain Management-Driven ASC + The Future of Spine Conference, Meredith Warf, CEO of Mississippi Sports Medicine & Orthopedic Center and regional CEO of US Orthopedic Partners, discussed how specialty groups can balance technology adoption with the human touch while improving access, efficiency and satisfaction.
Here are four key takeaways:
1. The digital front door
As healthcare increasingly mirrors consumer industries, Warf said orthopedic practices must evolve to meet patients where they are, often on their phones and expecting same-day service.
“The macro trend of consumer driven decisions and who they want to see for their orthopedic care has increased exponentially,” Warf said. “We’re in a world where everything is now, now, now and so that digital front door is really important.”
This shift includes implementing urgent care access, real-time scheduling tools and AI-driven call handling to reduce friction in the appointment-making process.
2. AI is transforming access
While AI is a core component of Mississippi Sports Medicine’s access strategy, Warf emphasized that its purpose is to empower staff, not replace them.
The organization’s AI voice bot currently handles about 20 percent of incoming calls for routine tasks such as confirming, canceling or rescheduling appointments. The next phase of implementation will enable the bot to message care teams directly and escalate more complex calls to live agents, ensuring a safety net for patient satisfaction.
“Creating a simpler way to get the job done every day is key,” Warf said. “I am excited that we can use technology to leverage our wonderful employees, to really focus on innovating and providing our best clinical care.”
Beyond internal workflows, Warf said the organization is excited about tools that make care more approachable and accessible to local communities. By using chat and app-based access, the practice can offer reassurance, education and fast follow-ups, meeting patients’ expectations without sacrificing clinical oversight.
“We want to be the resource in the community where we serve,” Warf said. “We want to be the WebMD. Where do you go to get your answers? Call us. Don’t check Google, call us.”
3. Customization is key to successful tech partnerships
Rather than adopting generic platforms, Warf advocated for AI and access technology partners who take the time to understand and integrate with the specific workflows of specialty practices.
The goal is to reduce administrative burdens like flipping through schedules or clarifying anatomy over the phone — tasks that scheduling technology can handle more consistently and accurately.
“Finding the right partner is critical,” Warf said. “Partner with us to look at our operations and create something that really helps us, that fits what we do every day, and really focus on the things that drive value and customer satisfaction.”
4. Scaling for success
As part of US Orthopedic Partners, Mississippi Sports Medicine plays a key role in testing digital tools that can scale to other affiliated groups. With 10 facilities across Mississippi, Alabama and Louisiana, technology can be tested both in large and small settings.
This strategy allows the organization to innovate at a local level while aligning enterprise-wide standards for access and efficiency.
“That’s the beauty of it, you can test out products in a small practice or in a big practice. Some might work better here or there,” Warf said. “At the end of the day, technology has to empower our people. It doesn’t replace them.”
