CUSTOMER STORY · CARDIOLOGY, PRIMARY CARE & ORTHOPEDICS
A 20+ location multi-specialty group across New York City serves a large Spanish and Russian speaking patient population. Now every caller reaches an agent instantly in their own language, on the same main number.
At a glance
Organization
Sorin Medical
Type
Multi-specialty group
Population
Adults 21+, all insurance types
Geography
New York City Metro
Footprint
20+ locations
Languages
English · Spanish · Russian
0 min
hold time: every call answered instantly, no queue
handled concurrently, no rollover
64%
of in-scope calls contained with no staff involvement
booked, renewed, confirmed, or cased in athena
3 FTE
off the phones: five call-center agents down to two
capacity added, not headcount
Why they came to Kouper
Sorin’s patients call in three languages. Staffing all three, all day, isn’t something a call center can solve by hiring.
Sorin Medical runs 20+ New York locations out of a single call center, and a meaningful share of its patients call in Spanish or Russian. Dedicated coverage in all three languages, across every hour the phones are open, is more than a call center that size can carry, the bilingual staff and clinicians who could take those calls were needed elsewhere, and every call they picked up pulled them off the work in front of them. Rather than run a language option it couldn’t answer consistently, the group scaled the phone tree back to what it could support.
Scheduling at Sorin isn’t one-size-fits-all, either. Patients have to be matched to the right provider by condition and specialty, and providers prefer to see their own patients at their usual location. Refill and billing requests also need to reach the right team. Leadership wanted every call answered on the first ring and routed correctly, in English, Spanish or Russian.
Same number, same experience, no bilingual queue: dedicated English, Spanish and Russian agents now answer every call instantly, whatever language a patient speaks.
Sorin Medical
20+ locations across the NYC metro
What we implemented
Primus fronts the line and routes English, Spanish and Russian callers to a dedicated agent, instantly
Kouper deployed Primus, its inbound voice agent, integrated directly with athena. A Kouper IVR now fronts the main line and routes callers to a dedicated English, Spanish or Russian agent: same number, same experience, no bilingual queue. The agent verifies the patient, reads live availability out of athena, and books cardiology, orthopedic and primary care visits against each provider’s subspecialty, location and new-versus-established rules.
Prescription renewals are completed end to end with pharmacy confirmation. Billing questions open patient cases in athena with the full transcript attached, in any language. Procedure confirmations and out-of-scope requests transfer dynamically to the right office and queue.
Measurable Impact
Every call answered in patient’s language, 64% contained end to end, and three agents off the phones
Every call gets answered, with no queue and no rollover. The agent takes concurrent calls, so ten patients dialing at the same moment all reach an agent on the first ring. Hold time went to zero, and average handle time is under two minutes against roughly three for a human agent. 64% of in-scope requests are completed by the agent with no staff involvement: booked, rescheduled, confirmed, renewed or cased in athena.
Routine call handling now takes two representatives instead of five, with three fewer people needed on the phones. English, Spanish and Russian run on the same main number at the same hours, with no separate staffing and no transfer between queues. Scope has kept widening: cardiology scheduling and FAQs first, then orthopedics and primary care, then prescription renewals and billing cases in all three languages.
Results recap
3 of 3
languages live on one main number
0 min
hold time, answered instantly
<2 min
handle time (was ~3 min)
64%
in-scope containment, no staff
3 FTE
off the phones, five agents to two
Use case
Scheduling
Billing
Medication Refill
FAQs
Integrations
How it works at Sorin
1
Routes by language instantly
A Kouper IVR fronts the main line and sends English, Spanish and Russian callers to a dedicated agent: same number, no bilingual queue.
2
Books with the right provider
Patients are matched to the right provider by condition and specialty, at their usual location, with new-vs-established rules applied — read live from athena.
3
Transfers dynamically when needed
Procedure confirmations and out-of-scope requests transfer to the right office and queue, in any language.
See what always-answered, multilingual care access looks like
A 30-minute walkthrough with our team, using your call volumes and languages, not hypotheticals.
*Figures reflect Sorin Medical operating data before and after Kouper deployment across its New York locations. Results vary by call mix, EMR configuration and coverage hours.