Navigator helps our agents spend more time with the patients who need us most.”
Diana Velez
VP of Contact Center, Sun River Health
Remember where the patient left off
Navigator remembers each patient across calls, texts, and chats, and can carry one conversation from a phone call to a text conversation and back again.
It remembers communication preferences and watches for missed follow-ups, flagged results, and refills coming due, then raises them at the next touchpoint.
Just as we’ve done for 11 years, Navigator brings its memory from past interactions, the EHR, and the whole Luma platform, for deeper context and more naturally helpful conversations.
MORE THAN ENGAGEMENT
AI that understands the full patient
Navigator is powered by Luma’s full platform, 11+ years of healthcare experience, and industry-leading EHR integration. It builds on your workflows and patient context to guide patients to care and follow up afterward.
Integrated with the EHR
With bi-directional EHR integration, conversations with Navigator are informed by the full patient record (e.g., scheduled appointments, due care).
Uses the full patient context
A patient usually has more than one need. Navigator can handle them in one call, from “can I also refill my prescription?” to letting the patient know that they need to book a follow-up visit.
Handles sensitive situations
Navigator verifies patients for complex scenarios like a parent calling to make appointments for themselves and their child, or a patient accessing information about abortion services while non-patient callers are limited to hours and directions.
See it in action
We’d love to show you how Navigator can free up your workforce, bring in your patients, and improve your efficiency. Get in touch to book your personalized walkthrough.
Multilingual
Sun River Health’s heavily Spanish-speaking population didn’t have call center agents who spoke their language after hours. Navigator provides Spanish-language support when bilingual staff aren’t available.
Inbound patient chat
Banner Health’s imaging patients sent questions like “where should I park?” to staff via chat. But they could wait hours for an answer. Navigator handles straightforward questions and triages more complex ones, getting patients an answer 6 hours sooner.
Call routing
Ryan Health had more calls than their staff could handle, even with an agency to help. Navigator serves as the routing layer across Ryan Health’s entire phone tree, reducing calls that staff need to handle by 70%.
Staff capacity
Planned Parenthood Mar Monte was busiest during the week. But staff was spread thin providing live call center support every day of the week. Navigator takes on weekend calls, so staff can be dedicated to weekday support.
How it works
Navigator runs on Luma's platform and your EHR to help patients do more from one conversation. It talks to patients, takes the action, brings in staff as needed, and gives you visibility.
Inbound or outbound conversations
Navigator answers the calls and messages coming in and helps patients self-serve. It also places calls and texts going out, for care gaps, no-shows, and more.
Actions connected to the EHR
Navigator reads the patient's record before it talks, then writes back. Context that the patient provides, like “I’m most available after 5PM,” informs future calls.
Staff pick up where AI leaves off
Navigator brings in a person when the situation calls for it, and passes along the transcript and patient answers so the patient doesn’t need to answer the same thing multiple times.
Detailed reporting and transcripts
See what patients asked for, what Navigator completed, and where it handed off. Your team can find the gaps and adjust as needed.
Agentic inbound and outbound for your custom use case
Navigator powers outreach for:
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Deterministic workflows via Workflow Builder (e.g., “send parents outbound texts when their child is eligible for the HPV vaccine”)
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Long-running, agentic workflows via SparkOS (e.g., “Get patients ready for their upcoming colonoscopies”)
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MCP workflows (e.g., “reach out to everyone due for a visit on my population health system’s diabetic patients list”)