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.
At Rockbridge Area Health Center in rural Virginia, older patients need to be seen for multiple labs or providers in a single day. That means a high volume of complex faxes, and RAHC relied on outsourced manual labor to process them.
Now, RAHC has transitioned away from outsourced labor after cutting manual fax time in half with Luma’s Fax Transform.
“Luma’s promise is long-term sustainability,” said Brian Pins, Associate Director of Operations. “We’re able to cut costs, and the AI continues to become more efficient over time.”
Learn more about Luma’s Fax Transform AI and book a call with Luma’s AI experts.
DENT Neurologic Institute is the largest private outpatient neurology center in the United States, and sees many of its patients for life. The growing demand for DENT’s services means that even with a robust digital front door and automation, “we get around 1,500 faxes a day,” said Emily Smythe, EMR & Technology Systems Manager. “And this isn’t unique to DENT – faxes are something we just can’t get away from in healthcare, from referrals to prior auth requests.”
Each fax took up to 10 minutes for staff to manually process, so the backlog only continued to grow. Meanwhile, each fax in the queue represented delayed care and revenue. “We were thinking of hiring more staff just to handle the backlog,” said Smythe. “But we didn’t want to just throw more people at the problem.” With Luma’s Fax Transform, AI processes faxes, routes them appropriately, and kicks off workflows like referral management. DENT sees outcomes like:
When patients find your organization online, let them schedule right from your Google My Business profile. Available appointments are automatically synced with Google, so patients always know what’s available — without needing to call in.
A powerful feature within Luma’s Insights Center designed exclusively for admins, the new Executive Summary showcases your organization’s ROI. By inputting key metrics like average appointment value and staff time, you can customize your ROI data to reflect your unique business outcomes with Luma.
Make the most of staff time and create more successful patient journeys with actionable data. Insights Center’s patient
behavior insights, visibility into the “true time” providers spend with patients, and more make it easy for any role –
no matter how reporting-savvy – to understand your organization’s opportunities to better utilize providers or
make changes to the patient journey.
Navigator empowers patients to self-serve with the guided experience of a customer service agent. It brings deep contextual understanding to voice conversations, intelligently switching to SMS, switching languages, handing over to staff, and even following up on dropped calls.
Transform manual workflows and electronic faxes into faster care for patients and click-to-verify ease for staff. Fax Transform completes manual steps behind the scenes in seconds, parsing discrete data and classifying faxes with Luma’s AI capabilities, Spark.
Your organization is doing more to care for your community, with fewer staff resources and tighter budgets.
Your technology needs to do more, too. Spark is Luma’s industry-leading AI, infused across the Luma platform to power more efficient, more scalable workflows. Ready to spark better experiences?
— 67% of patients complete forms required for federal reimbursement ahead of visits
— $50K saved annually from appointments rescheduled via Luma
— $58K gained from filled waitlist slots within one year
Want to learn more? Book a quick call with a Luma + Oracle Health expert.
Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.
Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.
-Ryan Health reaches patients in 35+ different languages using Luma.
-73% of patients respond to reminder messages sent in Spanish.
-Better schedule utilization increased revenue by more than $300,000 within six months.
Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.
Designed to meet the needs of a diverse patient population, Luma enables you to seamlessly reach patients, keep them on the schedule, and ultimately provide them with the best possible care.
Gain patients more efficiently and keep them coming back, with less work for your staff. Meanwhile, your revenue and quality measure scores go up.
GPW Health Center gained $30,000 in revenue in 7 months with patient self-scheduling.
Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.
-AVH uses Luma to reach more patients and schedule 30% more preventive screenings.
-With Luma, 38% of newly attributed patients made a care appointment.
Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.