With Banner Health’s backlog of patient questions about imaging visits, patients waited hours or even overnight for answers to simple questions like “where should I park?” But with Luma’s conversational AI, patients get answers in real time, and are intelligently routed to a staff member to continue the conversation if needed.

“The staff time savings are significant, and our patients are getting quick answers and a better consumer experience,” said Digital Product Manager Annie Wang.

• 70% less manual message triaging
• 2,300+ conversations handled completely with AI in one year
• 6 hours sooner responses for patients, on average

Learn more about Luma’s Navigator and book a call with Luma’s AI experts.

Tandem Health initially believed they had a big no-shows problem, but discovered that communication barriers were to blame as patients and staff struggled with phone tag. Now, patients can self-service and staff are no longer left manually tracking cancellations.

“Luma lets us manage appointments in real time, so our staff and clinicians can keep their day moving,” said Chief of Population Health Rob Bailey.

• 1,100+ patients self-reschedule annually
• 110 patients reschedule after-hours every month
• $450k in additional appointments annually with 3% more appt capture (+9,000)

Want to learn more? Book a quick call with a Luma + athenahealth expert.

TriState Health’s staff work hard to keep care local. But no-shows—and hours of calls to manage them—were a huge drain on staff time and made it harder for patients to find an appointment. Staff spent hours each day calling patients and leaving voicemails.

TriState uses Luma to free 3 FTEs from the phones for more meaningful work. “Luma lets us focus on the people in front of us,” said CIO Deb Carpenter.

• 3 FTEs’ time spent with patients instead of on printing, scanning, and calling
• $760k saved annually in prevented no-shows
• 40% fewer no-shows (from 5% to less than 3%)

Want to learn more? Book a quick call with a Luma + MEDITECH expert.

Phelps Memorial takes its mission as a critical access hospital in rural Nebraska seriously, where many patients can’t afford delays in care. With limited staff and visiting specialists with intermittent availability, every day counts. But those days were being lost to time spent manually processing faxes.

Phelps deployed Luma’s Fax Transform, which automates every step of the previously manual fax process. Now, staff handle faxes in minutes instead of over an hour daily.

• 400+ faxes processed every month
• 85% less time on faxes
• 1 hour saved every day for Phelps’ HIM team

Want to learn more? Book a quick call with a Luma + MEDITECH expert.

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:

• 15x more faxes processed each day, cutting down on the backlog and getting important faxes like Rx refills and referral requests to the right place faster.
• 2 weeks sooner processing for faxes in the queue — and 2 weeks sooner care for patients.
• 70% faster fax processing, so staff can focus on face-to-face interactions with patients over rote fax approvals.

At Mile Bluff Medical Center, located in south central Wisconsin, staff and clinicians always go the extra mile to give patients a stellar experience. But manual schedule management was a real challenge, contributing to high no-shows, unfilled appointment slots, and delays in care. Staff spent hours on the phone each day confirming appointments, while also trying to fill new openings. Same-day cancellations were nearly impossible to fill.

With Luma, Mile Bluff takes hours of calling off of staff’s plates, and patients are being seen sooner. The improved schedule utilization and reduced no-shows mean additional revenue. Best of all, it’s all integrated with MEDITECH Expanse in real time.

• 20% fewer appointment no-shows achieved within 7 months of launching Luma
• 350+ staff hours saved monthly with automated consumer outreach
• 2,000+ days of patients waiting for care recovered in three months, getting patients to care faster and keeping schedules full

Want to learn more? Book a quick call with a Luma + MEDITECH expert.

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?