Hospital for Special Surgery, widely recognized as a global leader in musculoskeletal care, has announced a new partnership with Ema, an agentic artificial intelligence company, to improve how patients access care and move through the treatment process. The collaboration introduces intelligent AI agents designed to simplify scheduling and triage, helping patients secure accurate appointments more quickly and connect with the right specialists without unnecessary delays.
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Patients seeking musculoskeletal care often face challenges identifying the most appropriate provider, especially within a large health system offering multiple subspecialties and locations. HSS serves a diverse patient population across a broad clinical spectrum. The newly deployed AI agent functions as a digital care navigator that evaluates patient needs, prior medical details, and personal preferences to guide individuals to the most suitable physician and care location.
Dr. Ashis Barad, Chief Digital and Information Officer at Hospital for Special Surgery, explained that timely access to the right care is central to the organization’s mission. He shared that the new technology allows HSS to support patients through digital channels such as phone, text, and online platforms, delivering immediate assistance and reducing obstacles that can slow the care journey. According to him, the system ensures patients are connected to the appropriate expertise as quickly as possible.
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The AI solution is available around the clock through online, text, and phone interactions, providing consistent support regardless of when patients reach out. Unlike traditional scheduling systems that rely on call queues or complex menu navigation, Ema’s conversational AI understands everyday language, asks relevant follow-up questions, and completes tasks instantly. This includes confirming appointments directly within scheduling systems and sending confirmation details without delay.
For patients with urgent or complex concerns, the AI conducts real-time triage by evaluating symptoms and care needs to help prioritize appointments. When specialized treatment is required, the system considers physician availability, location preferences, and insurance coverage to connect patients with the most appropriate specialist within the HSS network.
This initiative reflects HSS’s broader commitment to healthcare innovation. As part of a three-year agreement, the organization plans to expand the use of Ema’s AI technology into internal areas such as human resources and information technology support. This approach is intended to reduce routine inquiries and allow staff to focus more fully on patient care.
Surojit Chatterjee, Chief Executive Officer and Founder of Ema, stated that exceptional care begins with easy access. He noted that HSS is demonstrating how hospitals can use AI thoughtfully to improve patient experiences, emphasizing that the technology is meant to reduce friction rather than replace human interaction.
Ema’s agentic AI differs from traditional rule-based chatbots by adapting to complex situations and learning from ongoing interactions. The platform integrates with HSS systems to ensure secure data handling and uninterrupted scheduling workflows. Safeguards are built in, including auditability of AI decisions, the ability for staff to intervene at any stage, and training aligned specifically with HSS clinical protocols and policies.
The outcome is a more efficient and personalized experience for patients. Instead of waiting on hold or navigating complicated systems, individuals receive timely responses, quicker appointment confirmations, and confidence that they are being directed to the right specialist for their condition.
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