Coastline Orthopedic Associates partnered with Steer Health to transform their patient experience using AI-powered scheduling, smart communication tools, and predictive analytics. The result: lower no-shows, smoother surgical operations, and record-high patient satisfactionâall in one of the most competitive healthcare markets in the country.
- Industry
- Healthcare â Orthopedics
- Company size
- 13 Providers
- Headquarters
- Orange County, Southern California, USA
About
How Coastline Ortho cut no-shows by 72%, boosted bookings by 30%, and transformed patient satisfaction.
Challenge
Outdated scheduling, rising no-shows, and long wait times were impacting revenue and reputation in a fiercely competitive market.
- Outdated scheduling systems and rising no-shows
- Long wait times and declining patient satisfaction
- Fragmented tools and complex OR scheduling
- Limited follow-up automation and underutilized surgeons
In one of Southern California's most competitive healthcare markets, Coastline Orthopedic Associates struggled with outdated scheduling systems, rising no-shows, and long wait times. With a 13-provider team offering high-touch orthopedic care, their analog workflows were starting to impact both revenue and reputation.
Patients expected seamless digital access. But fragmented tools, complex OR scheduling, and limited follow-up automation meant missed opportunities, underutilized surgeons, and declining patient satisfaction.
Solution
Steer Health's AI Front Door platform was deployed to completely modernize Coastline's patient journey. The rollout included:
- AI-driven online booking that matches patients with the right provider and optimizes pre- and post-surgical touchpoints
- Automated engagement across SMS, voice, chat, and emailâtailored to each patient's journey and powered by machine learning
- Real-time analytics to optimize surgical scheduling, reduce last-minute cancellations, and fine-tune messaging
- Seamless integration with EHR and practice management systems for a unified, intelligent operational flow
Results
"With Steer, we could finally focus on what mattersâpatient care. Everything else just worked smarter." Inbound calls decreased 72% thanks to Voice AI agent Luna, 83% of patients now prefer digital-first interactions, and surgical scheduling variability improved from 36% to ~9%.
Why it matters
In Orange County's competitive orthopedic market, the practices that win are the ones patients can reach instantlyâonline, by text, or by voiceâwithout waiting on hold.
Coastline Orthopedic Associates serves patients who expect the same digital convenience they get everywhere else. Analog scheduling and fragmented communication were creating friction at every stepâfrom booking to pre-surgical prep to post-op follow-up.
By deploying Steer's AI Front Door, Coastline unified patient access across channels, cut no-shows dramatically, and freed clinicians to focus on care instead of administrative firefighting. The result is a practice that competes on experience as much as clinical excellence.
Looking ahead
With Steer Health's platform in place, Coastline Orthopedic Associates is positioned to:
- Expand predictive analytics to further reduce last-minute surgical cancellations
- Scale Voice AI and digital-first workflows across all service lines
- Continue improving OR utilization and provider scheduling variability
- Deepen EHR integration for end-to-end intelligent patient navigation
Coastline is building a model for how mid-size orthopedic groups can compete in saturated marketsâcombining high-touch care with AI-powered operational efficiency.