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Referral Management

Referral Management

If you have any questions about these product specifications, please reach out to support@lumahealth.io. 

With Inbound Referrals, Luma automatically sends referred patients reminders to schedule an appointment. Luma can track which patients have scheduled their appointments and whether the patient never followed up on a referral reminder. Inbound Referrals automates the referral process, saving staff time and acquiring new patients for your organization.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document. 

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

Create and Modify Referrals

If your organization integrates Luma with your EHR, then Luma can regularly sync referral details from your EHR into your Luma account. Luma recommends this as a best practice so that your staff doesn’t have to manually create and modify referrals on a regular basis. Please note that certain syncing methods, such as Secure File Transfer Protocol, may require a Statement of Work. For more information, refer to the Statement of Work document. 

 

Feature  Description
Referrals dashboard Review a filterable dashboard for high-level information about referrals.
Add a single inbound referral Manually create an individual inbound referral.
Modify a single inbound referral’s status Manually change the status of an individual inbound referral.
Add inbound referrals via a bulk upload Manually create inbound referrals in bulk by uploading a CSV file. 
Modify inbound referrals’ statuses in bulk Manually change the status of individual inbound referrals in bulk in your Luma account. Referral status changes are not written back into your EHR.
Share an online patient referral form with referring providers Share an online form with external providers who refer patients to your organization so that referral information appears directly in your Luma account for review and approval by your staff. 
Upload referring providers in bulk With Luma Support, upload referring providers into your Luma account so you don’t have to manually create each individual provider.

Send Referral Reminders

Feature Description
Send referral messages using pre-written standard message templates Use pre-written, standardized message templates to send referral reminder messages to patients. Luma provides these message templates in English, as well as over 30 additional languages.
Automatically send referral reminders to patients Luma automatically sends referral reminders to patients based on a default cadence and during set daytime hours. Luma respects your quiet hours when sending referral reminders, meaning Luma will not send a message during a designated quiet hour. 

You can optionally customize reminder delivery hours as well as the reminder cadence. You can also choose how many reminders Luma sends and whether Luma sends reminders on bank holidays. 

Automatically mark inbound referrals as scheduled Luma automatically marks inbound referrals as scheduled when the patient books their appointment. Luma determines whether an appointment was booked by reviewing your schedule. You can optionally configure how far in the future Luma looks to find booked appointments in your Schedule.

Manage Referrals

Feature Description
Automatically update a referral’s status when a patient calls from a reminder When a patient receives a referral reminder that includes a click-to-call phone number, meaning the patient can tap or click the phone number within the reminder to initiate a call to your organization, Luma automatically updates the referral status to reflect that the patient called your organization as a result of receiving a referral reminder.
Automatically mark a referral as incomplete or expired When a patient doesn’t respond to Luma’s attempts to contact them to schedule an appointment, Luma automatically marks the referral as incomplete after the final unsuccessful attempt. Optionally, you can delay the amount of time that passes before Luma marks a referral as incomplete. 

Luma marks a referral as expired when the date range to deliver referral reminders for the referral record has passed. Optionally, configure Luma to not mark these referrals as expired.

Automatically detect existing patient profiles and match them to synced referrals If you integrate your EHR with Luma, when a referral is synced into your Luma account from your EHR, Luma checks to see if there are any existing patients that match the patient associated with the uploaded referral. If a match is found, Luma associates the uploaded referral with that patient. If a match is not found, Luma creates a new patient and associates the referral to the new patient profile.
Standard reporting Use standard reports available from Luma to understand your patient population’s referral experience.

Additional Configurable Functionality

The following features are off by default in a Luma account and can be configured for organizations that would benefit from these features.

Feature  Description
Reroute inbound referral calls to a facility’s alternative phone number When a patient receives a referral reminder message with a phone number, enable Luma to reroute the inbound call from the patient to the facility’s alternative phone number when dialed directly from the referral reminder message. 
Mark referrals as scheduled if scheduled with a different provider If a patient is scheduled with a different provider than indicated on the referral, enable Luma to automatically mark the referral as Scheduled.
Automatically fax updates to a referring provider Enable Luma to automatically send faxed updates to referring providers about their patient’s journey with your practice, such as when a patient schedules or cancels their referral. You can also determine whether the patient’s communication history with your organization should be included in follow-up faxes. 
Stagger referral messages throughout the day Configure Luma to stagger the initial referral messages sent to patients throughout the day to reduce the number of calls that come into your front office simultaneously. You can also control how many referral reminders Luma sends in an hour.  
Recreate referral reminders when the referral’s status changes from pending to active Configure Luma to delete and recreate outstanding referral reminders when a referral’s status changes from Active to Pending and then back to Active so that reminders go out at an accurate cadence.

Training and Documentation Materials

Feature Feature definition
Help Center The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.
Luma U Luma U is your home for Luma education. There are two learning tracks in Luma U – one for sub-account users and one for managers and administrators. Users can access Luma U directly from within their Luma account.