Montefiore Health System
Vaccine Operations Case Study
How Montefiore Health System used Luma Health to create a scalable vaccination program for a city devastated by COVID-19
About Montefiore Health Systems
Montefiore Health System is one of the top ranked health systems nationally, providing high quality care to its patients for the past 100 years. Located in the heart of New York City, they are also among the top employers in the city. The center has been at the frontline of COVID-19- treating patients, preventing spread, and now, vaccinations.
Montefiore’s call centers were flooded with calls from eager patients seeking the vaccine
Early November 2020, even before the vaccine was approved, patients were calling up Montefiore’s COVID-19 hotline, seeking the vaccine. Once the vaccine became available in December, their call center was overwhelmed. Concerned patients and caregivers were constantly calling, trying to schedule an appointment.
The team collaborated with Luma Health to design a solution that could:
Enable phase-eligible patients to schedule their appointments online (starting with their employees and associates)
Add currently ineligible patients to a waitlist, to contact them when it’s their turn to vaccinate
Scale according to the demand, and be flexible to align with the ever-evolving NY State guidelines
Seamlessly integrate with their EHR, Epic
Luma Health built a scalable solution in under two weeks
Luma Health developed a customized solution for Montefiore Health System, based on their requirements, aligned to their workflows.
The self-scheduling portal designed for them was user-friendly, and ensured only eligible patients could schedule their appointments
Non-eligible patients were placed on a Smart Waitlist and tagged with labels for future targeting
The solution integrated seamlessly into Epic, their EHR
The platform today automates a massive vaccination drive, serving the population of NYC
Within two months, the platform delivered significant results for Montefiore Health System, including:
150k+ patients
engaged for their vaccinations
210K+ screening forms
completed online
15000+ vaccine appointments
facilitated, handing over 10 appointments per minute
Luma Health’s Vaccine Operations Solution powers two large New York City hospitals, Ryan Health and Montefiore Health System. More than half a million patients, originating from NYC’s Vaccine Finder, have been served by Luma Health in the past two months.
