HSS Partners with Ema to Deploy AI for Patient Scheduling and Triage
Event summary
- Hospital for Special Surgery (HSS) partners with Ema to deploy AI agents for patient scheduling and triage, launching in January 2026.
- The AI system will operate 24/7 via phone, text, and online, reducing wait times and improving appointment accuracy.
- Ema's agentic AI will also expand into internal operations like HR and IT support over a three-year engagement.
- HSS serves patients across multiple locations and specialties, with the AI matching patients to the right provider based on needs, history, and preferences.
The big picture
HSS's partnership with Ema reflects a broader trend in healthcare toward AI-driven operational efficiency. The deployment of intelligent AI agents for patient scheduling and triage aligns with the industry's push for reducing administrative burdens and improving patient access. This strategic move positions HSS as a leader in leveraging AI to enhance care delivery, potentially setting a new standard for academic medical centers.
What we're watching
- Operational Efficiency
- How the AI system will affect HSS's internal operations and staff workload over the three-year engagement.
- Scalability
- The pace at which Ema's AI capabilities can be expanded across HSS's multiple locations and subspecialties.
- Regulatory Compliance
- Whether HSS can maintain compliance with healthcare privacy regulations while integrating AI into patient care.
Related topics