PATIENT COMMUNICATION

Reach every patient, complete every task

Move care forward with communication that does more than reach out. Luma’s agents, RCS messaging, and broadcasts help patients schedule, prep, pay, and ask questions – all without leaving the text thread.

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“We have thousands of visits in a day, and each one needs a phone call. With Luma, we immediately saw a decreased burden on our staff and fuller schedules.”

Joleen Carper, COO of Tristate Health

185+

hours of outbound calls saved monthly at TriState Health.

Luma helped achieve a 90% referral conversion.

90%

referral conversion via SMS at Mile Bluff Medical Center.

2.3x

canceled appointments recovered with agentic outreach at CLS Health.

Agentic AI communication for any patient need

Communication taps into the full Luma platform, your EHR, and all your workflows to get patients to the next step.

Appointment management

Payments

Care gaps

Pre-visit prep

Intake

Provider outages & closures

Lab results

Post-care follow-up

No-show follow-up

Referrals

Password reset

Reminders

Scheduling

Rx management

MORE THAN ENGAGEMENT

AI-powered communication that understands the full patient

Luma’s patient communication uses AI on top of Luma’s full platform and industry-leading EHR integration. It builds on your workflows and patient context to guide patients in any channel and 35+ languages.

Rich Communication Services (RCS) and SMS

Luma's agentic AI sends your preferred phone number sends outreach in 35+ languages, including branding and images.

Your preferred phone number sends outreach in 35+ languages, including branding and images.
EHR changes, patient actions, or staff can trigger a message.
Patients can respond back with natural language or emojis.

Broadcast

Luma's agentic AI assures that patient groups or populations receive individualized messages in their preferred languages.

Patient groups or populations receive personalized messages in their preferred languages.
Responses update the EHR for the right patient
Example: let Dr. Lee’s patients know she’s out today; each patient reschedules independently with EHR writeback.

Agentic conversations

Luma's AI platform allows handoff to staff when needed, with full conversation context and live AI language translation.

Inbound (voice, text, chat) or outbound conversations (voice, text)
Patients can switch between channels without losing the conversation
Handoff to staff when needed, with full conversation context and live AI language translation

Navigator provides Spanish-language support when bilingual staff aren’t available.

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.

Read the case study

Luma Health's Navigator ensured that over 3,500 patients opted to complete a home test, catching nearly 300 positive results sooner.

Care gap outreach

Virtua’s patients had the option to enroll in home Cologuard® testing for lower-risk colonoscopies. Virtua used Luma integrated with Epic to automatically encourage opt-in. In five months, over 3,500 patients opted to complete a home test, catching nearly 300 positive results sooner.

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With Luma's outbound agentic outreach, CLS sees 2.3x more patients rescheduling appointments.

No-show & cancellation recovery

Without the staff bandwidth for more outbound calls, CLS Health relied on patients to reschedule after a cancellation. But doing so risked patients falling off the schedule. With outbound agentic outreach, CLS sees 2.3x more patients rescheduling appointments.

Read the blog

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. Luma’s AI handles straightforward questions and triages more complex ones, getting patients an answer 6 hours sooner.

Read the case study

Use cases

Reach every patient when and how they want to hear from you.

Any channel

Luma reaches out by RCS/SMS, phone, or email.

Staff handoff

Staff can step in when needed with full context.

EHR-embedded conversations

Smart on FHIR embeds a patient’s communication history directly in the chart for provider visibility.

Agentic follow-up

Luma’s agents can offer to switch channels or call back later.

35+ languages

Patients receive outreach in their preferred language. Agentic voice available in English or Spanish.

Patient-initiated conversations

Patients can text your organization and reach staff as they monitor your conversation hub.

Let's talk

How would you like to reach your patients? We’d love to chat about your use cases and challenges with a customized walkthrough.

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How it works

Every message runs on Luma's full platform and your EHR integration. That connection decides when a message goes out, what channel it uses, and what happens after a patient replies. Patients can schedule, confirm, complete intake, pay, ask a question, or get an answer about a lab result, all in their preferred channel and language.

Two-way SMS/RCS

Messages come from your preferred phone number, in 35+ languages With RCS, they contain your branding and images. Patients reply with plain language or emojis.

With Luma, messages come from your preferred phone number, in 35+ languages With RCS, they contain your branding and images.

Outreach from any trigger

Messages can start from almost anywhere: a chart update, a provider's day off, a patient action, or a staff member. Broadcasts reach a whole group with messages customized to each patient.

With Luma, messages can start from almost anywhere: a chart update, a provider's day off, a patient action, or a staff member.

Agentic outreach

Agents handle inbound and outbound conversations by voice, text, or chat. Patients can switch channels without starting over. Agents take manual calls off of your staff, including scheduling for cancellations, referrals, and care gaps.

Luma's agents handle inbound and outbound conversations by voice, text, or chat.

Staff support

When a patient needs a person, the agent hands off with the full conversation and live AI language translation. Smart on FHIR puts each patient's communication history in the chart, so providers see it without leaving the EHR.

When a patient needs a person, Luma's agent hands off with the full conversation and live AI language translation.

Security and trust

Patients’ healthcare is personal, and we take seriously the responsibility to protect that data. We’re committed to the gold standard in healthcare information security, including the latest AI certifications. Patient information is never shared or sold.

HIPAA-compliant

Zero-retention AI

ISO 27001:2022

HITRUST CSF r2

HITRUST ai2

SOC 2 Type II

US-EU Privacy Framework

GDPR

TX-RAMP Level 2

See how it works

Let’s discuss where patient outreach is slowing down your team today, and how Luma can help.

Reach every patient, complete every task

“We have thousands of visits in a day, and each one needs a phone call. With Luma, we immediately saw a decreased burden on our staff and fuller schedules.”

Agentic AI communication for any patient need

AI-powered communication that understands the full patient

Multilingual

Care gap outreach

No-show & cancellation recovery

Inbound patient chat

Use cases

Let's talk

How it works

Security and trust

See how it works

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