Serving more than 250,000 patients each year, Sun River Health is one of the nation’s largest Federally Qualified Health Centers. Every week, thousands of patients call its centralized contact center, and staff were stretched thin—especially bilingual staff supporting the nearly half of patients who speak Spanish. The challenge became even greater after hours, when the overnight team lacked Spanish-language support.
Rather than treating every patient call the same, Sun River redesigned its contact center around the complexity of each request. Navigator now handles routine requests in English and Spanish, allowing trained staff to focus on patients who need more specialized support. Navigator also provides always-on multilingual coverage, helping Sun River expand after-hours access while making staffing fluctuations easier to manage.
“Navigator helps our agents spend more time with the patients who need us most,” said Diana Velez, VP of the Contact Center at Sun River Health.
Learn more about Navigator, Luma’s Conversational AI Agent, and book a call with Luma’s AI experts.