Luma’s Document Flow and Order Management agents
keep operations moving and care on track – without key
information going stale or manual follow-ups eating up
days of staff time. From boosting referral conversion to
preventing denials and delayed care, Luma intelligently
applies your business logic and integrates with the EHR to
get information out of work queues and into real workflows.

Luma’s omnichannel conversational AI agent helps patients move to the next step without dead ends or added staff work. From changing appointments directly in the EHR to proactively reaching out about care gaps, Luma uses EHR integration and your business logic to speed up operations and help you care for more patients.

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.

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.

The University of Arkansas for Medical Sciences (UAMS), Arkansas’s only academic medical center and Level I trauma center, relies on its centralized contact center as a key hub for patient access. But like many health system contact centers, UAMS’ call center was overwhelmed with manual tasks.

With Navigator, UAMS solved a key pain point for the contact center — after-hours calls from patients needing to cancel appointments. Now, they’re seeing results like these:

• 95% of inbound calls to after-hours line are automated
• 800+ fewer call center hours spent processing cancellations annually
• Nearly 10,000 calls handled annually without staff intervention

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

Given extremely high security, privacy, and performance requirements, healthcare organizations are justifiably sensitive to the constantly evolving landscape of AI.

This document is designed to support healthcare organizations in approving Luma’s Navigator product by addressing key concerns around compliance, transparency, business value, and interoperability.

This resource aims to simplify the decision-making process for AI governance committees at healthcare organizations. Roles who might use this resource include clinical leaders, executives, data experts, ethics officers, patient advocates, and operational specialists.