Health systems see 28% of care gaps scheduled and 45% of missed visits rescheduled with personalized agent follow-up to each patient
Luma Health, the Operational AI platform for healthcare, today announced new agentic outreach workflows to keep patients on track with their care as part of its summer 2026 release. Patients with care gaps, referrals, or missed appointments no longer fall through the cracks when staff bandwidth is tight. Luma’s agents proactively follow up with the patient by voice or SMS and rebook the needed appointment in the EHR, so care stays on track without hours of calling down a list.
“Traditional patient outreach relies on staff, with even the best automation stopping at sending a message,” said Marcelo Oliveira, Chief Product and Technology Officer at Luma. “We created workflows that fit real life, where patients and staff are both busy but care still needs to happen. Luma’s agents reach the patient in their preferred channel and make sure the visit gets scheduled.”
Navigator, Luma’s agent for inbound and outbound conversations, reaches patients with new capabilities to:
- Rebook missed appointments (cancellations or no-shows). When a patient misses their appointment or cancels, Luma reaches out with new times matching the original appointment.
- Close care gaps. Luma reaches out to patients who are due for care to schedule. For example, Navigator can reach out a year after a patient’s last wellness visit or reach all patients overdue for a diabetic eye exam.
- Schedule referrals. Luma contacts patients with an active referral and schedules them with the right provider, at the right location, then closes the loop with the referring provider.
- Connect to other tools in the tech stack via MCP. Luma’s Model Context Protocol (MCP) server lets health systems connect Luma to their “headless” AI workflows for even more end-to-end AI automation. For example, health systems can use tools like Claude, Microsoft Copilot, or ChatGPT to pull patient outreach lists from a population health management tool and feed them directly into Luma for outbound outreach.
Health systems using the new workflows have seen outcomes including:
- 2.3x canceled appointments rescheduled with agentic outreach than with standard SMS appointment reminders at CLS Health.
- 28% of patients contacted scheduled a pediatric checkup at SJ Health.
- 4x cancelled appointments rescheduled with agentic outreach as in the same time period in 2025 at Southwest Virginia Community Health Systems (SVCHS).
In 2026 alone, Luma customers have saved over 130,000 hours using Navigator.
“Our staff work hard to provide great patient access, but catching and following up on every cancellation is too manual,” said Ibrahim Arabie, Technology Implementation Specialist at CLS Health. “Luma’s agents make sure that patients don’t fall through the cracks after canceling an appointment, while freeing up time for staff. Our providers noticed a significant jump in their scheduled appointments, and those patients are getting care sooner.”
“We serve a patient population that has high structural barriers to care, with a majority under the federal poverty line. We try to remove as many barriers as possible to closing care gaps with a great consumer experience,” said Mary-Lou Milabu, Director of Quality at SJ Health. “Luma’s agents helped us guide parents and caregivers to schedule pediatric checkups without needing to call.”
Luma continues to expand its Agent Library with out-of-the-box agentic workflows and customizable ways to invoke agents from its Workflow Builder. This fall, Luma’s Operational AI platform will continue to grow with long-running, complex agentic jobs to guide patients through surgical prep, post-discharge recovery, and more.
Read more on the blog. Luma customers can see the full set of Luma’s Summer 2026 features in the webinar.
