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Running an ophthalmology clinic isn’t easy. Between packed schedules, surgical coordination, and constant communication needs, administrators are juggling a lot. Add in no-shows, manual referrals, and paperwork-heavy processes, and it’s no surprise many clinics feel stretched thin.

But here’s the good news: the right technology can help reduce that pressure and boost efficiency, improve patient care, and keep schedules running on time.

When One No-Show Disrupts the Whole Day

Procedures like cataract surgeries and injections are the financial backbone of many ophthalmology clinics. But they depend on tight, predictable schedules. 

One clinic leader put it simply:

“When a patient cancels at the last minute, or worse, just doesn’t show up, it throws off the entire day.”

Gaps in the schedule don’t just impact efficiency; they hurt the bottom line. Filling those gaps quickly, or preventing them in the first place, can make a big difference.

Referral Leakage Quietly Hurts Growth

Referral networks, particularly with optometrists and primary care providers, are the backbone of many ophthalmology clinics’ growth strategies. These referring partners help maintain a steady pipeline of new patients, especially for specialty services like cataract surgery and retinal care.  

But too often, clinics can’t tell whether referred patients ever make it to their first appointment. The problem often stems from manual processes: referrals are logged into spreadsheets or emailed, follow-up is inconsistent, and there’s no easy way to flag patients who are missed.

An administrator highlighted this concern, “We work hard to build relationships with local optometrists, but sometimes those patients never actually make it to us. It’s frustrating – we don’t always know who’s falling through the cracks or how to follow up.” Without a system to follow up and close the loop, clinics risk losing both revenue and referral trust.

Manual Work Slows Everyone Down

Running an ophthalmology clinic means juggling communication at every stage of the patient journey. From sending pre-visit reminders and intake forms, to delivering post-op instructions and follow-ups, every interaction matters. But when staff are stuck making phone calls, leaving voicemails, and copying information between systems, the administrative burden can be high.

Too often, ophthalmology teams rely on a patchwork of disconnected tools: a standalone EHR, a separate ASC scheduling system, and third-party platforms for texting or email. Each one requires logins, duplicate data entry, and manual coordination which creates friction that slows staff down and increases the risk of errors. When systems don’t connect, staff waste time jumping between tools, re-entering the same information, and chasing down tasks by hand. This slows things down, creates room for mistakes, and makes it harder to scale.

One administrator summed it up:

“Nothing talks to each other. We’re stuck flipping between systems and entering the same info over and over.”

This kind of disjointed workflow drags down efficiency and hurts the patient experience. Centralizing communication and automating routine steps can free up staff and help clinics run more smoothly.

Prior Auth and Post-Op Care Are Still Too Manual

Getting prior authorization for high-cost treatments, like anti-VEGF injections for macular degeneration, is often a slow, paperwork-heavy process. Staff have to collect paperwork, submit forms, and follow up again and again to get approval, and patients are left waiting. These delays can hurt outcomes and damage trust.

The work doesn’t stop after a procedure. Patients need to follow detailed post-op instructions, like using eye drops or avoiding certain activities, but it’s hard to know if they’re following through. 

“After surgery … unless they call us, we don’t always know how they’re doing – and that’s risky.”

Digital tools that send reminders, check in automatically, and flag issues early can help patients recover faster and take pressure off staff.

Embracing Technology: A Path to Operational Excellence

Many ophthalmology clinics are turning to solutions like Luma to simplify their operations and improve the patient experience. Several ophthalmology clinics have witnessed tangible benefits from implementing Luma’s solutions:

These examples underscore the potential of technology to transform clinic operations and patient engagement.

Taking the First Step: Strategies to Make Your Clinic Run Better

If you’re trying to improve how your clinic works, here are a few practical things you can do right away:

These small changes can solve current problems and make things run more smoothly going forward.

Ophthalmology clinic administrators deal with a lot, but these problems can be solved. With tools like the ones from Luma Health, you can cut down on busywork, stay connected with patients, and improve your bottom line. In today’s healthcare world, using smart tools isn’t a luxury – it’s a must.

Want to see how your ophthalmology practice could benefit from smarter workflows and more connected patient experiences? Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

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Neurology practices are no strangers to complexity. From chronic condition management to diagnostic coordination, neurology administrators are responsible for more than just filling calendars. They’re orchestrating a high-stakes system of care that affects patients’ daily lives and long-term outcomes.

But delivering that care is getting harder.

No-shows are rising. Providers are overwhelmed. Patients fall through the cracks between consults, tests, and treatment plans. And because neurology reimbursement is heavily tied to time-based cognitive visits, not high-dollar surgeries, missed appointments aren’t just frustrating. They’re costly.

What if smarter, more integrated technology could help?

Across the country, neurology practices are turning to technology to reduce administrative burden, strengthen patient relationships, and improve access to care – without overwhelming already-stretched staff.

Why Neurology Clinics Need a Different Kind of Workflow

Neurology is a cognitive specialty, meaning that much of the value delivered both clinically and financially happens in the context of extended, often complex conversations. Whether it’s adjusting seizure medication, evaluating new migraines, or managing MS symptoms, time is the currency.

But that also means the clinic’s schedule is the lifeline. Every open slot represents a missed chance for reimbursement. Every missed follow-up is a lost opportunity for continuity of care. And every breakdown in communication, from unreturned referral calls to missed MRIs, can delay diagnosis, increase costs, and put patients at risk.

As one administrator shared: “We have a 3-month waitlist for new patients, and then they no-show.”

Or, even more urgently, “We pay upfront for infusions. If the patient doesn’t come in, we eat that cost.”

When visit volume and patient engagement directly drive your bottom line, efficiency isn’t just about convenience. It’s essential for sustainability.

When Patients Drop Off, So Does Revenue

Many neurology patients require lifelong care. But the journey isn’t always linear. A patient gets referred post-stroke but never books the MRI. Another is due for a follow-up but forgets to schedule. A child with seizures needs consistent tracking, but the family is overwhelmed and stops responding.

This isn’t just a poor patient experience. It’s lost revenue and compromised care.

Technology can bridge these gaps with automated communication that adapts to each patient’s condition and care path. Practices can send reminders for MRIs and EEGs, guide patients through pre-visit prep, and stay connected between visits through secure, two-way messaging. Patients don’t fall off the map because the practice stays one step ahead.

Fewer Staff, Higher Expectations

It’s a familiar paradox: fewer available neurologists, higher patient demand. Meanwhile, support staff are buried in portal messages, phone calls, prior authorizations, and scheduling tasks. Providers are burned out on charting. Admins are overwhelmed.

Technology alone won’t solve staffing shortages but the right technology can reduce the pressure.

Digital intake workflows can collect clinical forms ahead of visits. Secure messaging can relieve phone lines. Referral management tools eliminate bottlenecks. Appointment readiness workflows ensure patients show up with everything needed for an effective, on-time visit.

That means fewer delays, more efficient encounters, and less burnout for everyone involved.

Outcomes, Access, and Reputation

Long wait times aren’t just frustrating – they’re risky. Research shows that patients who wait more than a month for a new visit are significantly more likely to no-show. And in a specialty where the average wait can stretch for weeks or months, that’s a real problem.

When patients give up on scheduling or never hear back after a referral, they often seek care elsewhere or not at all. That’s not just a lost visit. It’s lost continuity, poorer outcomes, and weaker practice performance in a value-based care world.

Solutions like Luma Health prioritize speed and personalization. Referred patients receive timely outreach with simple scheduling options. Follow-ups are proactively nudged. Educational materials and checklists keep patients informed between visits. And after the visit, automated surveys invite feedback, helping you monitor satisfaction and build a stronger online reputation.

Customer Outcomes in Neurology

Neurology clinics using Luma Health are seeing measurable improvements across key performance areas:

DENT Neurologic Institute, one of the largest private neurology practices in the country, has adopted Luma’s platform to streamline scheduling, follow-up, and patient communication. By meeting patients where they are, whether it’s through SMS reminders or personalized intake workflows, DENT has reduced administrative load and improved continuity for its chronic care population.

Three Smart Moves to Strengthen Neurology Operations Today

  1. Start by analyzing your no-show rates. Where are you losing the most visit volume, and how could automated reminders or waitlists help?
  2. Review your referral-to-appointment timeline. How long does it take for a new patient to get scheduled? Can you reduce leakage with faster, digital intake?
  3. Take stock of staff bandwidth. What manual tasks could be automated to ease the load, like collecting forms, sending imaging reminders, or responding to refill requests?

Neurology isn’t getting simpler. But your workflows can.

With smarter tools built for cognitive specialties, clinics can reduce administrative friction, strengthen the patient-provider relationship, and improve outcomes without overloading the people behind the scenes.

For neurology clinics seeking better access, better efficiency, and better care, the path forward is already being paved. You don’t have to reinvent the wheel—you just have to optimize how it turns.

Want to see how your neurology practice could benefit from smarter workflows and more connected patient experiences? Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

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In the fast-paced world of orthopedic care, efficiency isn’t just a goal — it’s required. Every missed appointment, empty surgical slot, or delayed referral is a direct hit to revenue, operations, and provider satisfaction. For administrators, keeping high-value procedures moving through the pipeline while managing the mountain of operational tasks is an ongoing balancing act.

Orthopedic clinics have a unique challenge: they’re structured for throughput. Whether it’s a knee replacement or a fracture follow-up, every patient interaction is one link in a tightly choreographed chain of care. But when manual processes and fragmented communication slow things down, it puts pressure on staff, frustrates patients, and leaves revenue on the table.

Here’s the good news: it doesn’t have to be this hard.

Orthopedic practices that invest in smarter, more connected technology are seeing measurable gains in access, scheduling efficiency, surgical readiness, and revenue capture, without adding headcount or increasing staff burnout. Let’s break down the most common pain points, and how technology like Luma can help.

The Referral Race: Why Speed and Follow-Up Matter More Than Ever

Referrals are the lifeblood of any orthopedic clinic. A steady stream of patients from PCPs, urgent care centers, and ERs fills consult slots and, ultimately, surgical schedules. But when referral intake is slow, manual, or poorly tracked, patients can fall through the cracks.

In many practices, referrals arrive via fax or email, then sit in inboxes waiting to be processed. There’s no visibility, no accountability, plus it can be hard to follow up. By the time someone reaches out to schedule an appointment, the patient may have already booked elsewhere or decided to delay care and tough it out.

Speed matters. Faster follow-up means fewer lost patients, happier referring providers, and a healthier surgical pipeline.

Missed Appointments = Missed Revenue

Joint replacements, arthroscopies, and spine procedures are some of the most profitable services for orthopedic practices, but they demand precise scheduling and coordination. When a patient cancels at the last minute or doesn’t show up, it’s not just an inconvenience. It’s lost revenue and wasted operating room time. As one orthopedic administrator shared, “Patients wait weeks for an appointment, then don’t show – we could’ve filled that slot!”

To help prevent these costly gaps, technology can appointment reminders through SMS, email, and voice, making it easier for patients to remember and prepare for their visits. If plans change, patients can quickly cancel or reschedule through two-way texting, which reduces friction and increases clinic responsiveness. And when cancellations do happen, a smart waitlist can automatically fill the open slot with another patient already waiting, which keeps your schedules full without creating extra work for staff.

Pre-Op Prep: Stop Chasing Patients

Few things are more frustrating than canceling a surgery because a patient didn’t complete a required form or lab. But in many clinics, staff spend hours each week calling patients, printing instructions, and chasing down imaging or labs – and very often these steps are tracked manually, making it easy for tasks to fall through the cracks.

The consequences? Day-of cancellations, safety concerns, and a waste of valuable surgical capacity. Without consistent, automated communication, practices lose time chasing down patients, printing instructions, and making last-minute calls—all while trying to keep the schedule on track.

Phone Lines Tied Up? Free Your Front Desk

Manual scheduling, phone tag, and voicemail overflow are common pain points. One administrator summed it up: “Our phone lines are slammed, and we don’t have enough staff to keep up.”

Rather than increasing headcount, many orthopedic practices are turning to digital access tools to offload common communication tasks. With modern technology, including agentic AI, patients can self-schedule appointments through referral links, text message reminders, or broadcast campaigns. They can also easily cancel or reschedule appointments via two-way texting – no more waiting on hold. Even lab results and follow-up communication can be handled through secure messaging.

This shift not only reduces call volume but also improves response times and overall patient satisfaction. For patients who prefer texting over voicemail or portal logins, this modern approach meets expectations while freeing up valuable staff time.

Online Reviews Matter, Especially in Competitive Markets

Patient experience may be transactional in orthopedics, but it still matters. In competitive urban markets, where patients have a range of options, online reviews can significantly influence a clinic’s growth trajectory. Additionally, in value-based care arrangements, patient satisfaction scores can directly impact reimbursement.

One missed message or unclear instruction can turn a routine visit into a poor experience. Without a structured feedback loop, issues may go unaddressed, damaging the clinic’s reputation and limiting future growth. For practices looking to enhance their online presence and maintain a competitive edge, an automated feedback loop is both strategic and sustainable.

It’s a low-effort, high-impact way to strengthen your reputation and attract new patients.

Real Results from Orthopedic Clinics Using Luma

Orthopedic practices across the country are already seeing measurable improvements with Luma. Clinics have reported:

Dr. Stefano Bini, Chief Technology Officer of the UCSF Department of Orthopedic Surgery, shared:

“Luma Health has completely streamlined the scheduling process and improved patient access across multiple medical centers. Few companies have addressed a pain point in healthcare with such clear, demonstrable ROI.”

These outcomes show that with the right technology, orthopedic practices can deliver better patient care while improving the bottom line.

3 Smart Actions You Can Take Today

Want to start seeing results without a full system overhaul? Try these quick wins:

  1. Audit your no-show and cancellation rates to identify where gaps are hurting your schedule, and implement automated reminders and waitlist tools to keep your calendar full.
  2. Digitize your referral intake process to quickly convert referrals into scheduled visits, preventing leakage and speeding up patient access.
  3. Automate pre-op and post-op communication using templated digital workflows to ease staff workload and keep patients on track before and after surgery.

Orthopedic care isn’t slowing down. And the clinics that thrive will be the ones that move faster, not by working harder but by working smarter. With connected, patient-centered technology, orthopedic administrators can streamline operations, maximize surgical volume, and keep patients moving forward.

That’s better for the bottom line, and better for the people you serve.

Want to see how your orthopedics practice could benefit from smarter workflows and more connected patient experiences? Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

Get in touch with us today

Walk through the doors of any busy OBGYN clinic and you’ll see it immediately: phones ringing nonstop, front desk staff juggling referrals and follow-up calls, and a schedule filled with everything from ultrasounds to postpartum visits to annual exams. For practice administrators, keeping operations running smoothly while ensuring patients get the care they need is a high-wire act.

Behind the scenes, these clinics are balancing complex challenges, many of which have real impacts on care outcomes, patient satisfaction, and revenue. Whether it’s missed postpartum visits that affect value-based performance, or overburdened staff trying to track down lab results and reschedule no-shows, the operational hurdles are significant.

But they’re also solvable.

Technology, when it’s purpose-built for healthcare and tightly integrated with your EHR, can automate a lot of complexity. Platforms like Luma’s are helping OBGYN clinics reduce staff workload, improve patient engagement, and increase retention – without requiring a massive overhaul or change management lift.

Let’s explore five common pain points for OBGYN practices, and how smarter tech can help.

1. Missed Postpartum Visits and Prenatal Milestones

When patients miss postpartum checkups or important prenatal milestones, the impact goes beyond clinical care. It can also jeopardize compliance with bundled payments and value-based care metrics. In many clinics, the responsibility of keeping patients on track falls to the front desk team or to nursing staff, who often rely on inefficient methods like spreadsheets, EHR flags, or paper-based workflows to manage these critical touchpoints.

With Luma, clinics can automate these touchpoints by:

This results in higher adherence to clinical care guidelines and fewer missed visits that can compromise outcomes or compliance.

2. The Silent Risk of Patient Drop-Off

For many OBGYN practices, patient relationships begin during pregnancy and taper off afterward. It’s common for patients to switch providers, miss annual exams, or simply never come back. Every missed connection is a lost opportunity to deliver preventive care, as well as a missed opportunity for long-term patient retention.

The key here isn’t just outreach. It’s proactive, personalized re-engagement.

Technology solutions like Luma’s help practices build smart recall campaigns based on patient history and visit cadence. Whether someone is overdue for an annual exam, pap smear, or birth control check-in, the platform can automatically reach out, remind, and invite them back in. This kind of ongoing communication is what turns a one-time patient into a loyal one.

And in a competitive landscape, where retail clinics and telehealth providers are increasingly capturing women’s health visits, that loyalty is essential.

3. Staff Overload and Phone Volume

From appointment changes to lab result follow-ups to insurance questions, front desk teams and clinical staff can get overwhelmed by call volume. One missed message can snowball into a delayed visit, a missed test, or a frustrated patient.

Instead of hiring more staff or adding overtime, many clinics are finding relief in smart workflows. Luma helps by:

By automating routine communication, staff can focus on providing high-touch, in-person care right where they’re needed most.

4. No-Shows for Ultrasounds, Procedures, and Annuals

Ultrasound slots are precious. So are colposcopy appointments, IUD insertions, and annual exams. Every no-show leaves a gap in care — and in the schedule. And while reminder calls help, they often come too late or are missed entirely.

With Luma, practices can automate appointment reminders days and hours before a visit, giving patients multiple chances to confirm or reschedule. The smart waitlist functionality can then fill those openings in real time, often with patients who are already on standby for sooner availability.

Clinics using Luma have seen no-show rates drop dramatically. In fact, one OBGYN practice cut missed appointments in half and saw a $10,000 monthly revenue lift after implementing Luma’s reminder and waitlist tools.

5. Slow, Manual Referral and Intake Processes

Every day a referral sits in a fax inbox is a day of delayed care. In fertility consultations or high-risk pregnancy referrals, those delays can disrupt care timelines and patient confidence. Unfortunately, annual referral intake processes often create bottlenecks that slow down patient access.

Luma’s referral management tools streamline the entire intake process, from digitizing referrals to collecting pre-visit paperwork and ensuring the patient is ready for care. Automated outreach keeps patients informed while reducing the phone tag that slows everything down.

Registration and appointment prep solutions can streamline the check-in process and ensure that everything, from forms to pre-visit screenings, is completed ahead of time, so appointments start on time and with all the necessary information in place. 

3 Smart Ways to Start Improving Your Workflows Today

You don’t have to tackle everything at once. Here are three actions you can take now to start seeing impact:

  1. Audit your no-show rates. Start by identifying the appointment types with the highest no-show rates. Then consider layering in automated reminders and a smart waitlist to recapture lost revenue.
  2. Map your referral-to-intake process. Where are the delays? How long does it take to convert a referral into a scheduled appointment? Look for gaps you can automate.
  3. Segment your patients for smarter outreach. Create lists based on care timelines (e.g., postpartum, annuals, overdue labs) and use recall tools to bring patients back in proactively.

With the right technology, OBGYN clinics don’t have to choose between efficiency and compassion. By automating the workflows that slow your team down, you make space for better care, stronger patient relationships, and better clinical and financial outcomes.

And that’s a win for everyone.

Want to see how your OBGYN practice could benefit from smarter workflows and more connected patient experiences? Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

Get in touch with us today

Ask any dermatology practice administrator what keeps them up at night, and the answers are surprisingly consistent: empty chairs from last-minute no-shows, front desk teams drowning in manual calls, and schedules that pit high-revenue cosmetic visits against urgent medical needs. Add in clunky tech and poor patient communication, and the result is a frustrating (and expensive) game of Tetris.

But it doesn’t have to be this way.

The most successful dermatology practices today are investing in smarter, more connected systems that reduce manual work, improve the patient experience, and grow high-margin service lines—without burning out staff. And the good news? It doesn’t require an expensive overhaul.

Let’s look at the pain points dermatology administrators are facing, and how the right technology — especially when it’s tightly integrated with a practice’s EHR — can make a measurable difference.

No-Shows Cost More Than You Think

Whether it’s a routine skin check or a time-sensitive MOHS procedure, no-shows are a persistent headache. These missed visits don’t just disrupt the schedule — they hit the bottom line, especially when high-value procedures are left on the table.

Many practices try to manage no-shows manually: calls from the front desk, reminder postcards, sticky notes on monitors. But without automation, it’s nearly impossible to consistently reach patients with the right message at the right time.

Here’s where Luma can help:

The result? Fewer gaps in the schedule, higher visit volume, and less stress on staff.

Cosmetic vs. Medical Scheduling: Stop the Tug-of-War

Balancing medical dermatology with a growing cosmetic service line is a common challenge. One missed Botox consultation could mean hundreds in lost revenue, but squeezing it in shouldn’t mean pushing back a skin cancer re-check.

What dermatology leaders need is more control and visibility — not just over the calendar, but over how patients are booked, routed, and prepared. With Luma, practices can segment patient communications by visit type to ensure cosmetic and medical visits are managed with intention. 

Cosmetic patients can be proactively contacted for follow-ups or reminders, while medical patients receive clear, timely instructions for urgent care. Each type of visit can have its own tailored pre- and post-visit communication, reducing confusion and making room for both care priorities.

This kind of targeted outreach not only boosts revenue, but also helps practices prioritize urgent medical visits.

The Front Desk Is Drowning in Manual Tasks

Dermatology front office staff are often responsible for it all: referrals, intake, reminders, test results, follow-ups, prior authorizations, and scheduling. And while practices have talented, hardworking teams, the reality is this level of manual work isn’t sustainable.

It’s also not necessary with today’s technology. Luma can dramatically reduce the staff burden by automating many of the highest-friction workflows:

When these pieces are automated, staff have more time to focus on what truly matters: the patient standing in front of them.

Poor Communication = Poor Retention

Many dermatology clinics find that patient retention is surprisingly low. Why? Because communication often stops once the appointment ends. Patients forget to schedule re-checks, misunderstand follow-up instructions, or miss a call with test results.

The solution lies in delivering timely, consistent communication that keeps patients engaged between visits. With Luma, clinics can automatically send secure messages when it’s time to come back, provide easy access to test results and follow-up instructions, and share educational content that builds trust and encourages return visits.

When patients feel informed, supported, and connected, they’re far more likely to stay loyal to the practice — and far less likely to fall through the cracks.

3 Smart Steps You Can Take Today

Not ready for a full technology overhaul? No problem. Here are three quick wins to get started:

  1. Map your manual workflows: Identify where your team is losing the most time (referrals, follow-ups, appointment reminders) and consider automation opportunities.
  2. Segment your patient communication: Start grouping cosmetic and medical patients to deliver more relevant messages and increase retention.
  3. Start filling gaps with a smart waitlist: Even without major system changes, implementing a smart waitlist can help you reduce no-shows and backfill cancellations automatically—keeping your schedule full and high-value appointments on the books.

The road to a more efficient, patient-friendly dermatology clinic doesn’t have to be long or complicated. With the right tools in place, practices can ease the burden on staff, improve communication, and grow both medical and cosmetic lines of business—one smarter workflow at a time.

Want to see how your dermatology practice could benefit from smarter workflows and more connected patient experiences? Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

Get in touch with us today

It’s a familiar paradox in healthcare: volumes are up, but margins are down. According to Strata Decision Technology, U.S. health systems saw outpatient visits increase by 5.6% and inpatient admissions by 4.6% year-over-year as of March 2025. Gross outpatient revenue rose by 10% in the same period, yet the median year-to-date operating margin has fallen to just 0.9%, the first drop below 1% in over a year.

This trend, outlined in the recent Health Management Academy report “Health System Margins Take a Fall” (May 2025), highlights a sobering truth: cost growth is outpacing revenue growth, and many systems are finding it harder than ever to maintain financial sustainability, even as demand for care continues to rise.

The Expense Squeeze: Non-Labor Costs Take Center Stage

Labor has long been a primary cost concern for health system CFOs, but now non-labor expenses are rising faster. Drug expenses rose by 11.5%, supply costs by 10.8%, and purchased services, which includes everything from cleaning contracts to revenue cycle support, jumped by 9.5% year-over-year.

These increases are difficult to offset through traditional productivity improvements or staffing cuts alone. As the report notes, these expenses “continue to outpace growth, compressing margins to increasingly unsustainable levels.”

The implication is clear: cost control efforts must expand beyond headcount. Leaders will need to examine the systems, contracts, and workflows that drive non-labor spend.

Outpatient Growth Brings Its Own Challenges

The shift toward outpatient care is continuing, and while it’s often been touted as a way to lower costs and improve access, it’s not a magic wand. Outpatient revenue may be rising, but these services often bring thinner margins than traditional inpatient care, meaning health systems must see more patients just to break even.

Operationally, outpatient settings mean more appointments, more communication, and more coordination. This higher-volume, lower-margin model demands precision and efficiency.

Managing capacity constraints smartly becomes essential in this setting, and health systems must focus on optimizing every slot, room, and provider schedule. That means reducing last-minute cancellations, improving schedule accuracy, and ensuring patients are ready to be seen.

Industry data underscores the urgency of this challenge. According to the Sg2 2024 Impact of Change report, outpatient volumes are projected to increase by 17% over the next decade, reaching 5.82 billion annual visits, driven by an aging population, increased incidence of chronic diseases, and a higher demand for mental health services. 

To address these capacity challenges, health systems are increasingly turning to technology solutions. For instance, AI-powered software can help optimize scheduling, reduce no-shows, and improve patient flow. A LeanTaaS report found over 90% of hospital leaders cited staffing limits and inefficient discharges as major barriers to patient flow. 

Investing in the right tools, systems can match capacity to demand without burning out staff or compromising patient care.

Executive Response: Strategic Alignment Over Shiny Objects

In this climate, health system leaders are rethinking their approach to innovation and investment. According to the report, CFOs and CSOs are prioritizing:

New projects are under tighter scrutiny. The focus is shifting away from experimentation and toward execution. We hear a constant refrain from our Luma customers and partners: “we must automate since we’re being asked to do more with the same or less people resources.”

As The Health Management Academy notes, “Initiatives that clearly improve margin, reduce cost, or accelerate ROI will rise to the top of the executive agenda.”

Technology’s Role: From Nice-to-Have to Need-to-Have

While some health systems may slow their tech investment in response to budget pressures, innovators are doubling down on tools that demonstrate clear financial value. Platforms that automate manual workflows, reduce appointment leakage, or accelerate revenue cycle processes are becoming more essential, not less.

At Luma, we’ve seen this shift firsthand. Many of our health system partners are using our platform to:

In an environment where every hour and every dollar counts, these types of improvements are not just helpful. They’re critical.

Where Do Health Systems Go From Here?

There’s no one-size-fits-all solution to the margin challenge. But some strategies are emerging as consistent priorities:

Final Thoughts: Focused Innovation Wins the Day

The data is clear: volumes are up, but costs are rising faster. For health system leaders, the challenge now is to drive financial performance in this new normal. That means focusing not just on cost cutting, but on optimizing and identifying where investment in people, process, and technology can yield the greatest margin impact.

Innovation isn’t off the table. It’s just under new constraints, and perhaps becoming even more vital. The most effective solutions will be those that prove their worth in real terms: time saved, revenue created/captured, and costs avoided.

That’s the future of operational strategy in healthcare. And it starts now.

For oncology practices, each day is a balancing act of delivering coordinated, compassionate care to patients navigating serious and often complex conditions, while also managing a complex web of administrative responsibilities behind the scenes.

From chasing prior authorizations for chemotherapy to coordinating infusion chairs, labs, scans, and specialists visits across multiple locations, it’s no surprise that oncology administrators are overwhelmed. As one practice leader put it, “Scheduling is a constant puzzle”

The complexity adds up. Staff burnout rises. Referral or authorization delays lead to treatment delays. No shows become more frequent, especially when patients are feeling unwell or unclear on pre-visit instructions. 

Amid all of this, the stakes couldn’t be higher. 

When complexity slows care, everyone feels it

Unlike other specialties, delays in oncology aren’t just frustrating, they can be dangerous. A missed infusion or delayed scan can ripple through an entire care plan. Meanwhile, patients often need more support, not less, to stay on track during treatment.

The good news? Oncology practices are finding ways to ease the burden on staff and patients alike, without sacrificing the quality or humanity of care.

Reimagining the patient journey

Imagine this: A patient undergoing treatment receives a friendly reminder about their upcoming appointment, along with tailored prep instructions based on their specific visit type. If they’re feeling unwell, they can quickly reschedule with a few taps, rather than missing the visit entirely.

Behind the scenes, referrals, lab orders, and imaging requests flow seamlessly between providers and departments. Staff are no longer stuck on the phone coordinating next steps—they’re focused on higher-value work. And pre-authorizations for infusions or specialty meds move faster because everything is tracked and organized in one place.

The payoff? More patients complete their treatment plans on time. Fewer cancellations. Less chaos for staff.

Small Changes, Big Results

This isn’t just theoretical. Technology is playing a critical role in how oncology practices are delivering care and supporting their teams. Platforms like Luma Health are helping practices streamline operations, enhance patient engagement, and reduce the daily friction that weighs down both staff and patients. 

At Monterey Bay GI Consultants, automation helps the specialty practice reduce the time and cost of outreach, saving $5.7 million in external call center expenses while driving $412,000 in increased referral volume. While not an oncology practice, their story shows how operational efficiency directly benefits both patients and practice revenue.

Banner Health saw similar results with a 20% reduction in no-shows for CTs, mammograms, and MRIs and a corresponding revenue boost. The key in both cases was consistent, personalized communication with patients—at scale.

For oncology, where communication needs to be not just timely but deeply compassionate, that kind of scalable personalization can be a game-changer.

Bringing Consistency to Complexity

One of the biggest challenges in oncology is variability: different sites, different teams, different instructions. But patients don’t see departments—they see one care experience. When intake instructions vary between locations, or when follow-up communications fall through the cracks, trust erodes.

Platforms like Luma help standardize workflows so every patient gets clear, accurate information, no matter where they’re seen. Automated care pathways and templates ensure consistency while still allowing for the empathy and human touch that oncology care demands.

And for patients moving through long and complex treatment plans, visibility matters. Practices can track where each patient is in their journey and ensure they’re ready for the next step, whether it’s an infusion, a scan, or a follow-up.

By automating the routine—like appointment reminders, pre-visit instructions, and follow-ups—oncology teams can focus on what matters most: delivering excellent care, with compassion and clarity.

Practical Steps to Enhance Your Oncology Practice

Improving oncology operations doesn’t have to start with a full-scale transformation. Here are three actions practices can take today to begin easing operational strain and enhancing patient experience:

  1. Audit your communication touchpoints. Where are patients getting confused or falling through the cracks? Map the journey from referral to treatment and identify opportunities to clarify, automate, or standardize.
  2. Start small with automation. Pick one workflow to automate—like referral outreach or lab coordination—and measure the impact. Even a single change can reduce hours of manual work.
  3. Give patients an easier way to engage. Whether it’s through two-way text messaging, mobile intake forms, or digital prep instructions, offering modern, convenient tools can dramatically reduce no-shows and improve satisfaction.

By taking these steps, oncology practices can enhance patient care, reduce staff burden, and improve overall operational efficiency.

Cancer care will always be complex. But by combining compassionate care with the right tools, practices can create a more supportive, efficient environment for everyone involved.

And that’s a win worth showing up for.

Want to see how your oncology practice could benefit from smarter workflows and more connected patient experiences?
Schedule a personalized demo with the Luma Health team to explore how our platform can help you streamline operations, reduce no-shows, and support your patients every step of the way.

Get in touch with us today

Healthcare organizations under pressure to reduce costs are often tempted by offshore call centers offering rates as low as $7.50 per hour. On paper, that sounds like a smart move—especially when access center teams are struggling to keep up with rising patient demand, missed appointments, and burnout.

But as leaders at several health systems have discovered, what looks like a 20x cost savings on paper rarely plays out that way in practice. When you add up the full cost of offshore staffing—and compare it to what modern AI can offer—there’s a strong case for investing in automation instead.

Here’s why AI-powered access solutions like Luma Health’s Navigator are not only more cost-effective, but a smarter, more scalable choice for healthcare organizations looking to modernize patient engagement.

The Hidden Costs of Offshore Call Centers

1. Turnover and training burn resources. Offshore call centers, especially those supporting healthcare, face high employee turnover—ranging from 30% to 45%. Every time an agent leaves, organizations incur hidden costs: onboarding, training, and productivity losses. If it takes up to three months to fully train a new access center agent, that’s three months before they’re even able to support patients confidently.

2. Management overhead adds up. Managing offshore teams introduces friction. Organizations must accommodate time zones, language barriers, performance oversight, and quality assurance processes. Add in the infrastructure to securely handle sensitive data and the model quickly becomes more complex—and expensive—than anticipated.

Even when healthcare organizations outsource offshore staffing through an agency—avoiding the need to manage those teams directly—the burden doesn’t disappear. Practices still face high costs, delays from turnover, and frustrating coordination challenges. The agency may handle day-to-day management, but communication gaps, time zone friction, and inefficiencies still land squarely on the practice’s shoulders. The promise of “hands-off” management often turns out to be more complicated in practice.

3. Compliance and security risk. Partnering with an offshore vendor can introduce risk: U.S. laws including HIPAA may not be enforceable in other countries and enforcing contractual obligations including anything referenced in a Business Associate Agreement may be difficult. Offshore vendors, depending on locale may not maintain the same standard of security and privacy controls we have come to expect in the U.S. and auditing their processes may be more difficult. These factors could lead to increased compliance and reputational risks that healthcare systems cannot afford to take lightly.

Why AI Agents Are Built for the Realities of Patient Access

1. AI is always on. Solutions like Navigator don’t clock out at the end of the day. They operate 24/7, instantly engaging patients for scheduling, appointment cancellation, rescheduling, medication refill intake and more — no shift coordination or overnight staffing required.

2. AI agents scale instantly. Need to handle a surge in call volume or launch a new service line? AI can scale up in minutes — not months. No hiring pipeline. No onboarding lag. No burnout.

3. AI eliminates training gaps. There’s no ramp-up period for Navigator. It launches with predefined workflows and can be configured to match your organization’s protocols. Staff training isn’t needed—and consistency is guaranteed.

4. AI agents reduce human error. Unlike offshore agents who rely on training and manual processes, Navigator handles workflows with accuracy and automation, minimizing the risk of miscommunication, data entry mistakes, or missed follow-ups.

The Real Financial Picture

Let’s revisit that $7.50/hour offshore agent. Sure, it’s cheap upfront — but it doesn’t tell the full story.

The Security and Compliance Advantage

Navigator is built specifically for healthcare with privacy and security at its core. It’s HIPAA-compliant, integrated with leading EHRs, and rigorously tested to meet enterprise-grade security standards. Navigator builds upon Luma’s existing security programs and certifications in this area, including HITRUST CSF r2, ISO 27001:2022, US-EU Privacy Framework and TX-RAMP Level 2. Additionally, our annual SOC 2 Type II process reinforces our dedication to security and compliance. We’re committed to the gold standard in healthcare information security. We believe so strongly in our security programs that our policies are available publicly, without NDA at https://policy.lumahealth.io. 

Luma employs robust data protection measures to safeguard sensitive information and access to data is strictly controlled through least-privilege principles, multi-factor authentication, VPNs, and context-aware access. 

Navigator harnesses cutting-edge leading foundational AI models from trusted partners such as Vapi, Deepgram, OpenAI, Claude, and Elevenlabs. These models are regularly updated, with new versions released periodically — typically when they offer significant improvements in capabilities and performance. 

It’s important to note that no patient data is ever used to train any models, and we operate on a zero-retention model, so no data is retained any third parties.

Final Takeaway: Cheap ≠ Scalable or Effective

Offshore agents may seem like a bargain — but in healthcare, speed, reliability, and data integrity matter more than hourly rates. When the true cost of managing offshore resources is considered, the math changes quickly.

AI agent solutions like Navigator are purpose-built for modern access needs: reducing staff burden, closing gaps in care, and delivering a better experience for patients — day or night.

Want to explore what AI-led access could look like for your organization? Let’s talk.

FAQs

How does pricing for Navigator compare to offshore call center models in real terms?
While specific pricing details are not publicly disclosed, Luma Health emphasizes that its AI-native Patient Success Platform reduces manual tasks, leading to increased efficiency and revenue. For instance, you can review the real outcomes that UAMS has seen using Navigator, suggesting significant cost savings compared to traditional staffing models.

Can Navigator handle both inbound and outbound workflows?
Yes. Navigator is designed to manage both inbound and outbound patient communications. 

What specific workflows can Navigator automate today?
Navigator can automate a range of workflows, including:

How does Navigator integrate with my EHR or practice management system?
Navigator offers bidirectional, seamless integration with all major EHRs—including Epic, eClinicalWorks, MEDITECH, Oracle Cerner, and athenahealth—ensuring patient data flows smoothly and securely between systems. Backed by over a decade of experience in building deep, robust EHR integrations, Luma is uniquely positioned to deliver reliable, scalable connectivity that reduces manual work, minimizes errors, and enables smarter workflows. Unlike other solutions, our proven integration track record means you won’t be left troubleshooting or relying on partial connections.

What are the limits of AI agents in complex patient interactions?
While Navigator handles a wide array of patient interactions, complex cases may still require human intervention. Navigator agents are designed to triage and escalate issues appropriately, ensuring patients are attended to appropriately and in a timely manner, receiving the necessary attention without overburdening staff.

What kind of results have other health systems seen?
 Healthcare organizations using Luma Health’s platform have reported:

Is AI secure and compliant enough to replace human agents in a PHI-rich environment?
Yes. Luma Health’s platform is designed with security and compliance in mind, ensuring that patient data is handled in accordance with HIPAA regulations and industry best practices.

What’s the implementation timeline and IT lift?
Luma Health emphasizes ease of implementation with its platform. It happens in four key steps with each step taking approximately 7 business days: 1) solution design, 2) account configuration and QA testing, 3) user acceptance, and 4) go-live including go-live readiness. Dedicated support throughout the process ensures a smooth integration with existing systems, minimizing IT burden.

Can we configure Navigator to reflect our branding, scripts, or workflows?
Absolutely. Luma Health offers configurable workflows, allowing organizations to tailor the agent workflow to their specific needs and maintain consistency with their brand identity. (YouTube)

How do patients respond to interacting with an AI agent instead of a human?
Patients have responded positively to interactions with an AI agent, appreciating the convenience and efficiency. Luma Health’s platform is designed to enhance patient engagement, leading to improved satisfaction and outcomes.

Right now, uncertainty is the only constant in healthcare. Leaders are grappling with budget cuts, shifting policies, legal challenges to long-standing mandates, and an exhausted workforce. The landscape is evolving rapidly, often without clear guidance on what’s next or how to prepare.

But throughout this unpredictability, one thing hasn’t changed: people still get sick. Families still need answers. Communities still rely on timely, high-quality care. In fact, the need for accessible, efficient healthcare has never been more urgent.

This is not a moment to pause. It’s a moment to refocus — and double down on patient access and operational efficiency.

The New Normal of Uncertainty

Across the industry, leaders are feeling the squeeze from every angle. At the policy level, questions around Medicaid expansion, telehealth reimbursement, and DEI initiatives have created a fog of confusion. Funding windows open and close without warning. Priorities shift seemingly overnight. And no one’s quite sure what will be funded — or when.

Operationally, the pressure is relentless. Staffing shortages are hitting hard, not just in clinical roles, but also in IT departments and access centers. Burnout is no longer just a concern; it’s the reality. At a recent industry event, one executive remarked that call volumes at their access center were spiking — not because of new demand, but because frustrated patients couldn’t navigate existing digital tools. The system is overloaded.

Financially, most health systems are operating with little room for error. Margins are flat or shrinking. IT teams are being asked to stretch aging systems further while driving innovation on tighter budgets. In this environment, every inefficiency becomes a liability.

And then there’s the patient experience — the part of the story that can get overshadowed. 

This isn’t just noise. It’s a call to act.

The debates about policy are ongoing, but one thing is clear: people still need care. Delaying that care doesn’t make the need go away, it just makes it more urgent later.

What Happens If We Wait

In times of uncertainty, it’s tempting to hold still. To wait for clarity before making changes. But in healthcare, waiting often makes things worse.

Delaying or deprioritizing access initiatives won’t stabilize the system — it will destabilize it further:

And once patients disengage from the system, rebuilding that trust is possible but it takes more time, and money, to bring them back. 

Focus, Not Freeze

Instead of freezing, healthcare organizations must focus. That means getting smarter about where and how they invest in access and efficiency.

Lean Into Efficiency

Efficiency doesn’t mean doing more with less. It means doing the right things, better.

Small improvements in how appointments are booked, how reminders are sent, or how patients are guided through the system can lead to big wins — for both experience and revenue.

Prioritize Access

Even modest improvements in scheduling or communication can yield major results:

Remember: prioritizing access is essential to healthcare because access is the gateway to outcomes. If patients can’t get in the door (whether that door is physical, digital, or operational) nothing else in the care journey can happen.

Build Resilience Into Your Tech Stack

Technology, too, plays a key role. The future isn’t about ripping out what’s already in place. It’s about building resilience into what’s already working. 

This isn’t the time for short-term patches. Invest in systems designed to evolve:

When done right, these investments don’t just help organizations weather uncertainty. They make them more agile, more adaptive, and ultimately more effective.

Leading Through Uncertainty: A Call to Action

This moment calls for leadership — not paralysis. The health systems and clinics that come out stronger won’t be the ones that waited. They’ll be the ones that acted with purpose, even amid ambiguity, in order to:

Because at the end of the day, uncertainty doesn’t change the mission. It clarifies it. If anything, uncertainty makes it clearer than ever: every patient deserves access to timely, compassionate, and efficient care. People still need care. They always will. And the systems that serve them need to be ready — not someday, but now.

In healthcare, solving challenges always requires more than a single step. From scheduling appointments and verifying insurance to managing care transitions and reducing no-shows, the path to better patient outcomes is rarely straightforward. Just as healthcare organizations rely on interconnected systems like electronic health records (EHRs) and practice management software, AI solutions are most effective when they work together seamlessly.

This is where agentic AI comes in. Agentic AI refers to a system of specialized AI agents—each designed to perform specific tasks—working in coordination to achieve a larger goal. Think of it as a team of experts, each contributing their skills to move a patient smoothly through their care journey. By handling tasks autonomously, these agents reduce administrative burdens and allow healthcare teams to focus on what they do best: caring for patients.

At Luma Health, we believe the future of healthcare lies in the collaboration of AI agents. Our AI-powered Navigator solution uses agentic AI to streamline workflows, improve patient experiences, and drive measurable outcomes. From automating routine tasks to providing actionable insights, our network of AI agents supports both operational and patient care teams in delivering exceptional care.

In this blog post, we’ll explore how multiple AI agents work together to solve complex healthcare challenges, the benefits of agentic AI, and how Luma Health is helping providers navigate this new era of intelligent automation.

What is Agentic AI and How Does it Work?

Agentic AI is like having a team of digital assistants, each with its own role, working together to achieve a common goal. Each agent is specialized, meaning it has a clear task—whether that’s gathering data, analyzing information, or triggering actions.

As Ivan Viragine, AI Engineering Manager at Luma Health, explains: “An agent is a combination of a large language model (LLM), a prompt, and a set of tools. In Navigator’s case, we have one agent for verifying a patient’s identity, another for listing appointments, and others for tasks like confirming visits. These agents work together to achieve their goal of understanding and fulfilling the user’s request.”

These agents coordinate in real time, adjusting their actions based on new information. For example, if a patient cancels an appointment, one agent verifies the patient’s identity, another lists the upcoming appointments to confirm which one to cancel, and a third cancels it directly in the EHR. This intelligent division of labor reduces administrative burden and ensures patients receive timely care.

This multi-agent or “agentic AI” approach also improves accuracy and reliability. Instead of relying on a single AI to parse an overwhelming set of rules or data—like expecting one person to memorize and apply a 100-page manual—agentic AI distributes the cognitive load. Each agent focuses on a smaller, well-defined domain (like one chapter of that manual), and a coordinating supervisor directs requests to the most relevant agent. This specialization not only speeds up performance but also reduces the risk of error or confusion—especially critical in healthcare, where mistakes can have serious consequences. The result is a system that’s more capable, precise, and less prone to “I can’t help you with that” dead-ends.

Why Healthcare Needs Agentic AI Systems

Healthcare operations are inherently complex. From scheduling and follow-ups to prior authorizations and patient communications, these processes often require complex coordination with large groups of people. Disconnected systems lead to inefficiencies, delays, and frustrated patients. On top of that, healthcare staff are burdened with administrative tasks—research shows that clinicians spend nearly 50% of their time on paperwork and administrative work, taking away from patient care.

Healthcare needs multi-agent AI systems. Many real-world patient interactions are too nuanced for a single agent to manage. Imagine a patient who wants to cancel her upcoming PCP appointment and refill her child’s prescription—all within one call to the clinic’s access center. A common scenario, yet far too intricate for traditional, monolithic AI systems to handle effectively. This is where multi-agent AI shines.

One way to understand the power of agentic AI is through analogy: imagine asking a person to memorize a 100-page instruction manual and then locate the answer to a very specific question. The likelihood of them missing or mismanaging the task is high—because the answer might live in a tiny paragraph on page 56. But if you break the manual into chapters and assign a smaller expert to each one, then have a supervisor route questions to the right expert, accuracy improves dramatically. Each specialized agent only needs to sift through a narrow slice of information, which significantly reduces the risk of misunderstanding or error.

This is especially critical in healthcare, where the consequences of a mismanaged task can directly affect patient safety or delay care. Smaller, specialized agents reduce cognitive load and hallucinations—two well-documented risks in large language models—resulting in more reliable performance.

Think of agentic AI like a surgical team. Each member—surgeon, anesthesiologist, nurse—has a well-defined role. Similarly, AI agents specialize in distinct functions:

As Hwee Min Loh, Senior Product Manager at Luma Health, describes it: “Agentic AI means that the reasoning framework is spread across multiple specialized agents, rather than relying on one massive list of instructions. This reduces common issues like hallucination and enables more accurate, reliable outcomes. Navigator ensures all patient requests are directed to the right specialized agents.”

Real-World Use Cases of Agentic AI in Healthcare

At Luma Health, we see the impact of agentic AI systems every day. One compelling example is our work with UAMS (University of Arkansas for Medical Sciences). Faced with rising call volumes and patient communication challenges, UAMS partnered with Luma Health to deploy our Navigator AI platform.

With Navigator’s agentic AI approach:

The results were transformative—UAMS saw a 20% decrease in patient no-shows and significantly reduced call center volume. Staff were freed from repetitive tasks, allowing them to focus on providing high-value care. Learn more in our UAMS case study.

Looking Ahead — The Future of Agentic AI in Healthcare

The future of multi-agent AI in healthcare is exciting. As AI systems become more adaptive, predictive, and personalized, hospitals will increasingly rely on agentic AI to anticipate patient needs and proactively manage care.

Healthcare organizations will further integrate agentic AI for proactive care management—reducing administrative burdens, improving operational efficiency, and ultimately enhancing patient outcomes. At Luma Health, we’re excited to continue leading this transformation, empowering providers to deliver exceptional care through the power of many AI agents.

AI Agents Must Collaborate

No single AI agent can solve healthcare challenges alone. Just as healthcare providers work as teams, AI agents are most effective when they collaborate to streamline operations and enhance patient care.

At Luma Health, we are committed to applying the power of multi-agent AI to make healthcare easier for providers and patients alike. By leveraging Navigator’s agentic workflow, we help healthcare organizations reduce administrative burdens, improve operational efficiency, and ensure patients receive timely, high-quality care.

Want to see how multi-agent AI can transform your organization? Learn more about Navigator or request a demo today to experience the Luma Health difference.

Frequently Asked Questions

How does agentic AI integrate with our existing systems like EHRs or practice management software?

Luma’s Navigator platform is designed to integrate seamlessly with leading EHRs, scheduling systems, and communication tools. Whether you’re using Epic, Cerner, Athenahealth, or other platforms, our AI agents can access and act on real-time data through secure API connections and industry-standard integrations.

What is the implementation timeline? How much lift is required from our IT team?

Most organizations see their first AI workflows live within weeks. Our dedicated team handles the heavy lifting of that first implementation, with minimal demands on your IT resources. We tailor the rollout to your existing workflows and provide hands-on support to ensure a smooth transition. There are also self-serve tools available so that you can build your own workflows in a no-code, easy-to-use interface using Navigator’s individual agentic AI skills. 

Is this secure and HIPAA-compliant?

Yes. Security and compliance are non-negotiable. Luma Health is HIPAA-compliant and HITRUST-certified, and all agent actions are fully auditable. Our platform ensures patient data is handled securely at every step, with encryption and strict access controls built in.

Will Navigator replace my staff?

Navigator is designed to augment, not replace, your team. By taking on repetitive and time-consuming tasks like scheduling, appointment reminders, and eligibility checks, our AI agents free up your staff to focus on high-value interactions that improve the patient experience and operational outcomes.

What happens when the AI doesn’t know what to do?

Agentic AI is built to collaborate—with each other and with your team. When an agent encounters a complex or ambiguous request, it automatically escalates the task to a human staff member. Patients never hit a dead end, and your team is always in the loop.

How do I measure the ROI of agentic AI?

Navigator includes built-in analytics that track key performance metrics—reduction in call volume, no-show rates, scheduling efficiency, and more. Our clients often see measurable impact within the first few weeks of deployment.

Can we customize workflows or agent behavior?

Yes. Each Navigator agent can be configured to fit your needs, such as modifying the welcome and end message, the agent’s voice, and the action it can take with your patient. Whether you want agents to follow specific scripts, recognize custom intents, or trigger internal protocols, we give you the flexibility to stay in control. There are also self-serve tools available so that you can build your own workflows in a no-code, easy-to-use interface using Navigator’s individual agentic AI skills. 

How do patients feel about interacting with AI agents?

Patients appreciate fast, 24/7 access to the help they need—without waiting on hold. Our Spark AI is designed to be transparent and patient-friendly, clearly indicating when they’re interacting with a digital assistant. When needed, agents seamlessly hand off to staff, ensuring a smooth and trusted experience.

Changing your electronic health record (EHR) system is one of the most significant technology decisions a healthcare organization can make. But while most teams are laser-focused on the EHR transition itself, they may miss a critical opportunity: reevaluating their broader tech stack.

At Luma, we’ve seen firsthand how organizations like University Hospitals took a comprehensive approach to their EHR migration. Stacy Porter, who previously served as the VP of Digital Transformation at University Hospitals in Cleveland, says: “When you’re implementing a new EHR, it’s not just an opportunity — it’s an obligation to look at your entire digital portfolio.”

Here’s why evaluating your IT landscape during an EHR transition can unlock long-term value and how Luma can be an invaluable partner in the process.

1. Consolidate and Simplify Your Digital Portfolio

An EHR change often reveals redundancies and inefficiencies. Before University Hospitals switched to Epic, according to Porter, they completed a capability mapping exercise to compare their existing digital tools — including platforms like Salesforce, Conversa, and RevSpring — against Epic’s capabilities. This allowed them to make informed decisions about what to keep, what to replace, and where gaps existed.

Rather than defaulting to piecemeal solutions like Twilio for patient reminder texts, Porter asked: “Is there a vendor that can consolidate these functions and provide additional value?” Enter Luma Health. By selecting a partner like Luma, they reduced their vendor sprawl and ensured seamless interoperability with Epic from day one.

“When you’re implementing a new EHR, it’s not just an opportunity — it’s an obligation to look at your entire digital portfolio.”

Stacy Porter, former VP of Digital Transformation at University Hospitals

2. Co-Design for Long-Term Success

When evaluating vendors during an EHR transition, consider how co-designing can prevent future headaches. Porter emphasized this strategic approach: “We co-designed with Luma, so when we turned on both Epic and Luma, everything worked by design — no overlap, no retrofit.”

By collaborating with Luma early in the process, University Hospitals avoided unnecessary IT buildout later. This streamlined implementation and reduced the burden on their IT team, with Luma handling most configurations and only needing operational input.

3. Minimize Change Fatigue

For both patients and staff, transitioning to a new EHR means significant change. University Hospitals took a “rip off the Band-Aid” approach to minimize disruption. “Change once, change deep,” Porter said. Rather than subjecting patients and staff to waves of adjustments, they implemented Epic and Luma Health simultaneously.

This reduced the need for multiple rounds of training and communications, ultimately leading to smoother adoption and fewer frustrations.

4. Communicate Effectively

One of the most critical factors in a successful transition is proactive communication. Porter highlighted the importance of clear, consistent messaging to both patients, staff, and providers about what’s changing and why. Now imagine repeating that process three, six, or nine months later when introducing another solution — it’s a scenario best avoided.

By implementing Luma alongside Epic, University Hospitals ensured that everyone was aligned and informed upfront, reducing confusion and frustration.

5. Choose the Right Partners

Not all vendors are equipped to navigate the complexities of an EHR transition. Aditya Bansod, Luma’s co-founder, advises organizations to think holistically: “Every EHR conversation is part of a larger IT conversation. Use this as a moment to clean up your tech stack. Luma can be part of that.”

By choosing a partner like Luma, healthcare organizations can consolidate disparate tools, bring legacy systems into the future, and maximize their EHR investment.

EHR conversions take a lot of consideration from all fronts, and these five reasons make it clear: an EHR migration isn’t just a system switch — it’s a strategic opportunity to modernize and streamline your entire digital infrastructure. Here’s a quick recap to guide your planning:

An EHR migration is not just a software upgrade — it’s a pivotal moment to evaluate and optimize your entire digital strategy. With the right planning, stakeholder engagement, and vendor support, your organization can turn this period of change into a long-term advantage.

At Luma Health, we’re here to help you make the most of your EHR investment. Let’s reimagine what’s possible together.

At Luma, we believe the healthcare industry has moved beyond the initial hype of artificial intelligence (AI). While AI once dominated conversations with grand promises and speculative claims, it has now become table stakes. The industry is entering a new phase, one where AI is treated like any other technology investment — evaluated with rigor and held accountable for delivering real outcomes. For healthcare leaders, this shift requires a focus on practical applications and measurable impact.

AI should not be designed or deployed with the intent to replace your workforce. Instead, it enables your workforce to focus on patient-facing interactions over administrative busywork.

To explore what this shift looks like in practice, in this blog post we’ll follow the journey of Hayes Valley Health Center, a mid-sized hospital navigating the realities of AI adoption. Hayes Valley is fictional, but its challenges are anything but. Modeled after the experiences of Luma customers, the health center faces mounting pressure to improve operational efficiency, deliver high-quality care, and enhance experiences for both patients and staff. Like many health systems, they’re excited by AI’s potential but have struggled to move beyond the buzzwords.

Throughout this post, we’ll explore how Hayes Valley Health Center approaches AI adoption with a focus on outcomes, applying the same level of diligence and strategic thinking they would with any other technology. From identifying clear goals to measuring success, their story serves as a practical guide for healthcare organizations striving to turn AI’s promise into real-world progress.

AI as a Productivity Booster, Not a Workforce Replacement

Like many health systems, Hayes Valley’s leadership initially viewed AI as a way to reduce staff costs. They hoped that chatbots could replace human schedulers, handling appointment management and patient inquiries with minimal human intervention. It seemed like a quick win to drive efficiency and lower expenses.

The reality didn’t match expectations. While the AI chatbot excelled at simple tasks, it struggled with more complex patient requests. Patients seeking specialized care, needing to reschedule complicated procedures, or asking detailed insurance questions grew frustrated. Staff often had to step in without sufficient context, leading to inefficiencies and dissatisfaction on both sides.

Recognizing this challenge, Hayes Valley recalibrated their approach. Instead of positioning AI as a replacement for human schedulers, they deployed it as a productivity booster. The AI was assigned three key tasks:

This shift freed staff to focus on higher-value patient interactions. Without the burden of routine tasks, they could provide more compassionate and personalized support. AI operated behind the scenes to streamline workflows, while human schedulers brought empathy and expertise to complex situations. The result was a better experience for both patients and employees.

Luma’s AI-powered Navigator product supports this kind of balanced approach. Navigator uses conversational AI to assist with appointment management and patient inquiries, ensuring staff can dedicate their time to what matters most. By handling the repetitive, AI enables healthcare organizations to scale their services without sacrificing quality.

The key lesson Hayes Valley learned is clear: AI is not a substitute for human expertise. Instead, it’s a powerful tool to enhance productivity, reduce operational friction, and improve care experiences. When thoughtfully applied, AI empowers staff to excel in their roles, making healthcare more efficient and empathetic for all.

Prioritizing Real Use Cases Over Shiny Tech

What can all of us learn from the missteps of the fictional Hayes Valley? We must shift focus to AI solutions designed to solve practical, high-impact problems, and it should integrate seamlessly with existing systems and staff workflows.

Before adopting any new AI tool we recommend asking four critical questions, based on input from health system leaders we work with who have successfully adopted and deployed AI:

Future-proofed, AI-native platforms like Luma’s are designed with these principles in mind. Built to adapt and grow with healthcare organizations, they ensure today’s AI solutions won’t become tomorrow’s technical debt. Platforms that anticipate industry needs and prioritize interoperability are the ones that will drive lasting impact.

Moving Forward with Practical AI

Hayes Valley Health Center’s journey offers lessons for effectiveAI adoption — avoid the hype, invest in practical solutions, and ensure AI tools support (rather than replace) healthcare teams.

By aligning AI investments with clear goals, empowering staff with adaptable tools, and maintaining a disciplined roadmap, organizations can drive meaningful improvements.

The key takeaway is simple: AI should empower, not complicate. With the right mindset and technologies, AI can become a powerful tool for transforming healthcare—enhancing experiences, improving outcomes, and making care more accessible for all.

The University of Arkansas for Medical Sciences handles 95% of after-hours calls with AI automation for healthcare call centers

Healthcare call centers are overwhelmed. Agentic AI can help – right now.

Like many access leaders, University of Arkansas for Medical Sciences’ Michelle Winfield-Hanrahan had a legacy workflow in her contact center – and it was hurting patient experience and staff efficiency. 

When a patient called after the contact center – also commonly known as an access center or call center – had closed for the day, they left a voicemail on a dedicated after-hours phone line. The workflow had been created to avoid costly overnight staffing. “Staff shortages don’t only affect nursing and clinical roles, but their effect spans into the call center as well,” said Winfield-Hanrahan.

UAMS’ Epic-integated Luma AI solves healthcare call center challenges

But the after-hours line presented a challenge for staff the next day. Many patients used it to let UAMS know that they needed to cancel an appointment – and staff needed to take action on those requests right away. 

“The team was using three hours’ worth of time every day just listening to voicemails from patients who called in after hours. Then, they had to manually cancel appointments,” said Winfield-Hanrahan. “We had to try to backfill those appointments or lose the revenue.” 

UAMS needed healthcare call center automation to improve the patient experience, save time for staff, and avoid this lost revenue.

The AI-powered healthcare call center agent that cleared 800+ hours of work overnight

Luma’s Navigator AI concierge was the solution. With HIPAA-compliant, zero-retention agentic AI that integrated with UAMS’ Epic EHR, patients easily cancel their appointments after hours. The next day, staff simply see an up-to-date schedule – no manual follow-up required.

“We were looking for efficiency — and we found it with Navigator,” said Winfield-Hanrahan. “Navigator completely took that manual work off our plates.”

Winfield-Hanrahan cites Epic integration, a quick implementation time, and minimal change management as benefits that encouraged her to use Navigator. “Implementation took just three weeks from start to finish,” she said.

UAMS also chose Luma’s AI concierge because it complemented and expanded on the patient access options UAMS already offered with the contact center and MyChart. “Navigator sounds and acts like a human, and it’s so helpful,” said Winfield-Hanrahan.

With Navigator, UAMS has seen results including:

Results at University of Arkansas for Medical Sciences (UAMS) using Luma’s Navigator

To hear more about UAMS’ story and their results from Navigator, check out the following resources:

To learn more about Navigator and how it could help your organization, check out these resources:

In this webinar, Michelle Winfield-Hanrahan dives deep into how she chose and implemented Luma’s AI concierge in UAMS’ call center.

AI that works with Epic (not against it)

Today, your staff might be dealing with overwhelming call volumes – and many of these calls are for simple needs, such as a cancellation or an FAQ, that don’t require the experience and knowledge of a dedicated staff member.

But calling a business or health system and reaching an AI agent is no longer in the far-off future. Organizations like UAMS are using them every day to provide a better patient and staff experience, and ultimately serve more patients with fewer resources.

An AI concierge allows you to decant, or deflect, simple calls to an AI agent while your staff handle higher-complexity calls and patient needs. Worried that patients won’t want to use AI, or that AI lacks a personal touch? This strategy gives you the best of both worlds. Patients who are comfortable with self-service can quickly meet their own needs using AI, while those who need to reach a staff member can stay on the line. 

Here are some of the benefits of AI in healthcare call centers:

Legacy workflows and the potential for problems in healthcare call centers

Maybe your organization doesn’t struggle with an overloaded after-hours phone line, like UAMS did. But don’t discount the value that AI might bring to other challenges your call center is facing. Winfield-Hanrahan, an experienced access leader who has consulted with many health systems to improve their call center workflows, encourages fellow leaders to consider other legacy workflows that might create problems in healthcare call centers and impact your patients and staff.

Call centers are costly to staff, and agents can be difficult to retain, said Winfield-Hanrahan. “It’s a challenging job, and we want to make sure that our agents are spending time on ‘true-to-task’ work helping patients – not on hours of administrative tasks,” she said. 

Research backs up this challenge. Contact center attrition rates are anywhere from 30% to 60%, with one poll of 400 contact center employees placing it at 42%. And the attrition rate for agents is about 1.3x higher than the average annual attrition rate in the US. Another recent study reported that more than half of contact center agents are on the verge of burnout.

If your organization is experiencing any of the following challenges, you might have legacy or manual workflows that AI could help automate with minimal process changes or change management:

Think AI isn’t for you? Here are an access leader’s tips for evaluating and choosing an AI concierge

Not sure whether AI is the right fit for you, or how to go about evaluating and selecting the right AI concierge? The benefits of AI in healthcare call centers don’t require you to reinvent all of your workflows – a smart application of AI automation, like UAMS’, can make a big difference overnight.

Winfield-Hanrahan offers these tips for fellow access leaders:

Ready to see Navigator in action?

We’re here if you want to chat about Navigator, how UAMS is using it, or creative ideas for how it could solve inefficiencies in your call center. See Navigator in action here. 

Ready to learn more? Schedule a meeting today!

Want to join the conversation with other healthcare leaders talking about the latest technology, challenges and opportunities, and creative ways to improve healthcare delivery? Tune in to Digital Health: On Air, our podcast discussing pressing healthcare topics with experts and leaders like you. You can find it on Spotify or YouTube, too!


You might be especially interested in episodes featuring CHIME’s Keith Fraidenburg (AI in Action: How Health Systems are Approaching the AI Boom) or Ardent Health Services’ Anika Gardenhire (Innovating with Purpose: Strategies for Meaningful Investment in AI).

Insights from CHIME Fall Forum Focus Group show common trends

Ask two different CIOs what they’re focused on for 2025, and you might get very different answers. But when we asked in the context of an “EHR-first” approach that many CIOs say they adopt, we uncovered several similarities. 

A group of CIOs came to our CHIME Fall Forum focus group specifically focused on maximizing their EHR investments and the rest of their tech stack. They were asked what they loved – and what they didn’t. From academic medical centers to regional health systems to behavioral health, from the Midwest to the coasts, they pinpointed three similar themes. Here’s what they said:

  1. An EHR-First Approach is Working – Mostly

It’s no secret that Epic is much beloved among its customers, especially CIOs. Several CIOs using Epic said it was a great investment. Epic’s integration and interoperability capabilities in particular got shout-outs:

But Epic wasn’t the only EHR with devoted customer advocates – MEDITECH received high marks for its collaboration and ability to support co-development with its customers. 

Investing in the EHR was consistently highlighted as a priority, with the EHR driving many strategic investments and programs. But these pain points were common, even among EHR advocates:

  1. The Brightest Spots: Co-Creating Clinical Innovations

Focus group attendees often called out clinical workflow improvements co-created with their EHR vendor as a source of pride. Examples included:

However, these workflows might not be perceived as bright spots for the EHR vendor as much as organizational points of pride. Several attendees called out their organization’s own reputation for high-quality clinical care as a driving factor in their technology strategy, and many of the same clinical workflows that were highlighted as co-innovations came with their own EHR challenges like speed of deployment. 

  1. No-Shows Remain a Persistent Challenge

When asked what they’d most like to change, or what would be their top priority for improvement, the leaders were unanimous. No-shows and related schedule utilization challenges, like filling the open slots and getting patients who missed appointments back on the schedule, were the top answer across the board. 

Even CIOs at organizations with robust EHR tools for schedule management and patient self-service called out no-shows as the biggest challenge that technology could solve. Some highlighted the significant revenue losses when slots aren’t filled or the heavy staff lift to fill last-minute openings.

The no-show challenge fit into the larger theme of CIOs’ EHR wish lists: they wanted less maintenance, less manual work, and less starting from scratch to solve the same problems as peers – with great results for basic workflows, plus the opportunity to innovate.

—

At the 2024 CHIME Fall Forum, attendees had begun looking ahead. They looked to 2025 and to ways to solve pain points while remaining EHR-first (or, in some cases, switching EHRs to begin building an EHR-first strategy). 


For the most part, they felt they were on the right track. An EHR-first strategy unified the technology stack, enabled innovation, and facilitated core workflows well for the majority of attendees. Efficiency was the main pain point, with maintenance, training, and support coming up frequently. No-shows united the entire group as a common and persistent challenge. 

Based on the feedback, in 2025, we can expect to see leaders like these focusing on efficiency. Innovative clinical care is a bright spot, but enterprise-wide efficiency and access will likely drive strategy. 

This article was originally published in Becker’s Hospital Review.

Across the health IT industry, leaders are balancing pressing concerns like increasing call volume and the need to maximize revenue with limited resources. And nice-to-have initiatives just don’t cut it anymore, with those that don’t drive revenue left on the cutting room floor. So how do you balance building for the long term with the pressures you’re managing right now? 

In the webcast Digital Health: On Air, leaders in a variety of roles have shared the challenges they’re facing – and the strategies they use to achieve success in spite of them. Here are some of their takeaways: 

Take an incremental approach 

In healthcare, “change can be very, very challenging,” says Arz Raheem, Sr. Director of Digital Transformation at Montefiore Health System. “[But] I think, after many years, healthcare is open to the change that is needed. And even if that’s iterative, that’s fine.” 

Investing in a large-scale transformation project might be off the table for your organization right now. That’s okay, according to Raheem and Tarun Kapoor, MD, Chief Digital Transformation Officer at Virtua Health. And it can even be an asset. 

“In our hypercompetitive market, speed to impact is worth a lot,” says Kapoor. “And so you have to think about, ‘What is the problem that the consumer is facing in this specific situation? How can I make them successful?’” 

At Virtua Health, Kapoor’s iterative approach created real clinical impact. Realizing that some patients weren’t responding to colonoscopy reminder outreach, he took a step back. “Traditionally, we say, ‘you have a care gap. Come into the office so we can talk to you about this care gap.’ Instead, we said, ‘we know you might not have time to come in right now. Can you do a Cologuard® test at home?” After this more tailored outreach to a specific subset of patients, Virtua Health got thousands of home tests back and found nearly 300 patients with positive results. 

Instead of taking months to work toward a larger project and hit a number of defined milestones, Raheem says, he’s also seen results from an agile approach where projects are smaller-scale and can be expanded later, if they’re successful. An important caveat: “Be brave enough to kill it if there’s no value.” 

Bring varied stakeholders to the table 

So, what’s the most important ingredient in this iterative approach?

“We try and find people from operations; finance; security; compliance and legal; who are open to change, who can be our champions,” says Raheem. “[Then] we can take good ideas from ideation to implementation and make sure that we’re creating value,” he says. 

Gathering this multi-stakeholder group and approaching challenges from this lens requires a culture shift, says Raheem, from the traditional health IT implementation model. 

“Technology has had, in my opinion, a culture of more preservation and maintenance. I say, ‘I’m going to try small things. I think I’m onto something and want to show you what I’ve got.’ But if you don’t have the right support, great ideas will die on the vine.” 

At the same time, this “coalition of the willing” across different areas of expertise is especially important for Raheem, who serves one of the country’s leading academic medical centers, to avoid introducing risk with an agile approach. 

“We’re agile, but we have to be extremely careful about how we implement change and how we’re introducing new technologies because we’re in an environment that is heavily regulated,” he says. So, “if you don’t have that support, then speed to impact doesn’t really happen.” 

Pinpoint your pain points 

Another way to create outsize success? Pinpoint very specific use cases for new technology, like Main Line Health. 

First, Main Line Health identified that their call volume was too high for staff to handle. Having already successfully transitioned to a centralized call center and offloaded some calls to an external resource, they needed another lever to help patients get to the right place without waiting on hold. 

Next, they identified that a majority of incoming calls were to schedule mammograms and DEXA scans. “The largest service line supported by central scheduling is radiology and imaging,” said Noreen Friel, Director of Call Center Operations. “And we’ve been trying to increase access to our digital front door and enable patients to schedule themselves.” With a defined scope of the types of calls they wanted to assist with self-service, they were able to quickly add a call-to-self service workflow for patients that would allow scheduling for mammograms and DEXA scans by SMS if the patient desired. 

Since adding in the self-service option for these types of calls, Main Line Health has saved 900+ hours in a single year while still getting patients what they need. Pointing to the success of the project, Friel says: “We already had self-scheduling, and we kept it pretty simple. So it was implemented very fast.” 

Look for hidden barriers

As your health system is evaluating what’s necessary for the short-term and where to focus for the long term, Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC, founder and executive director of the Patient Access Collaborative, encourages looking for hidden access barriers. 

Hidden barriers, says Woodcock, exist throughout the patient experience and can often be resolved to create more equitable and smooth access to care. These barriers could include:

Better patient access or transformation of the experience doesn’t have to be out of reach if your health system is focused on containing costs through this year and next. Consider low-cost changes that could address these hidden barriers, such as: 

Woodcock says that the number one best tool leaders can have for transforming patient access is to “really, really listen.” And as part of this listening, understand that finding hidden barriers requires more creative thinking than simply consulting patient feedback surveys, as these are often a “biased sample” of only patients who have been reached in the right way and in the right language, Woodcock says. 

Ultimately, Woodcock points out, searching for and addressing hidden barriers is worth it. “Our most vulnerable patients’ voices are not being heard. And because of that, they’re fighting to get in our system.” 

Take a look at cybersecurity basics 

The rising threat of cyberattacks means it’s impossible to focus on iterative, impactful changes without a strong security infrastructure. And the very digital transformation that helps create these changes creates more risk, according to security expert Brent Williams. 

“Healthcare is a target-rich environment,” he says. “Think about the datasets that are out there – it’s really powerful in terms of stealing identities. In the last 10 years, malicious actors have definitely noticed that, as the digital aspect of the healthcare business continues to grow.”

A core component of a secure health system, according to Williams, is a company culture of security. “The term I use is ‘business as usual.’ Security, when it’s done well, should just be part of the fabric of your processes, your technology, your business,” he says. To enable this culture, he recommends: 

“It’s the same weaknesses over and over,” like unprotected VPN endpoints or login pages, that lead to significant cyberattacks, says Williams. “So I keep coming back to the basics.” And over time, Williams says, “the team starts to get a bias toward, ‘oh, this is working well.’” 

While the added scrutiny needed for cybersecurity at today’s health systems can be stressful, says Williams, this basic hygiene can protect against costly and disruptive cyberattacks and allow your health system to focus on other impactful initiatives. 

Conclusions 

The CIO is at the center of a number of challenges, from serving more patients with fewer staff to remaining competitive without overspending on expensive digital tools. But amidst these challenges, you’re still responsible for directing your organization toward long-term success. 

The experts featured in season 1 of Digital Health: On Air are creating immediate impact with long-term potential with: 

If you’re interested in topics like these or would like to hear more from these speakers, follow Digital Health: On Air on Spotify or subscribe for a monthly episode digest.

Utilizing an enterprise EHR system is like traveling on a cruise ship. You and hundreds of fellow passengers are on the same journey, for better or worse. The ship is designed to keep everyone onboard happy. You know which destinations lie ahead, but the schedule may be impacted due to weather.

 But what if you want to stay a little longer in one port? What if you need to hurry up and meet friends at a different destination? What if you’re a little seasick and want to slow down? You’re out of luck. There’s no diverting the cruise ship from its set route, even when passengers aren’t on board.

We often observe this in healthcare. Many complex organizations benefit from the immense scope and scale of an enterprise EHR to care for a broad patient population, but one size does not fit all. Patient experience and engagement varies widely. Healthcare is a competitive market. In many regions, patients have a choice about where to seek care. Without IT tools in place to smooth the patient journey, this looks like:

Patients’ unique needs would benefit from speedboat flexibility to react to market conditions as they change. Enter patient engagement platforms: a solution that natively integrates with your EHR can implement new outreach strategies and realize results now. 

In competitive marketplaces, this is not a luxury but a necessity. If you don’t have the ability to reach patients now, you risk losing them to a facility that can. How do we know? Because 87% of surveyed healthcare decision-makers agree that ability to compete in a marketplace is a driver for implementing patient engagement solutions (source). Fortunately, you don’t have to lag behind.

Fill the Cracks, Fast

What if your organization could start seeing changes in a matter of weeks?

Most systems are designed to work when everything is going right: when patients are fully engaged with all of their tools. In an enterprise health system, the multitude of available tools can flow through a patient portal for a streamlined patient experience. But data shows that more than half of patients aren’t using patient portals, even after receiving opportunities to register.

A platform approach to patient engagement can integrate into the native EHR and bridge some of the cracks with a medium that everyone uses: SMS text messaging.

Unlike enterprise EHR modules, API-integrated platform solutions can be implemented and launched within 45 days – enabling your organization to not just keep up with the Joneses, but surpass their assets.

Break Free from Boilerplate

Why are 89% of patients between the ages of 17-74 reluctant to use online scheduling options? Reasons include lack of access to internet, lack of awareness that options exist, low computer skills, and resistance to changing habits (source). It can be challenging to change their ways when limited to boilerplate messaging options and a set number of scenarios. To activate these patients and keep them within a healthcare network, organizations must be able to think outside the box – and step outside of boxes, too.

Partnership with a flexible patient success platform keeps patients on that journey.  Over 1,000 messaging scenarios, and the ability to develop more, will accommodate your unique organization – and your patients – right from implementation.

Don’t Despair: Automate

When complexity abounds, organizations hesitate to adopt patient engagement technologies because their processes can vary wildly across the system. Specialities following different workflows keeps organizational knowledge siloed and ensures that valuable staff time is required to keep patients in-network. Many are surprised to learn that complexity doesn’t have to be a barrier to modernization. In fact, implementation of a platform is often an opportunity to simplify workflows and identify streamlined ways to automate tired processes. Administrators and staff alike are often pleasantly surprised to learn that people don’t have to manually undertake every step of the scheduling and intake processes.

The perfect mix

Automation is a hot topic right now, but it’s important to deploy a strategy that keeps humans involved when necessary. Sometimes it’s best to simplify the easy stuff and leave the personal touch for when it’s needed most. Main Line Health saved 15,000 minutes of human time per month when they implemented Digital Call Deflection. Inbound calls could be diverted to conversational SMS text messaging, enabling the call center to focus on patient interactions that benefited from a human touch.

What next?

Learn how an out-of-box solution can reach and activate the 40% of patients who aren’t using your organization’s patient portal. Request a demo here.

Patient care extends well beyond the minutes that a clinician and patient pass in an exam room together. The ensuing visit notes are just one piece of the continuum. Healthcare systems have long integrated selections from a smorgasbord of technology tools to document care, optimize practice operations, and integrate patients’ financial journeys…with varying degrees of interoperability and success. 

Moving into 2024, healthcare providers report momentum towards consolidating tech stacks, looking to existing solutions for add-on capabilities before evaluating new vendors. Many EHR vendors are expanding beyond their core functionality of care documentation with solutions across the patient care journey. But organizations should tread with care.

Enterprise EHR is not one-size-fits-all

Every organization has unique aspects that influence operation. The gap between patient expectations and system capabilities can be massive, presenting many opportunities for patients to fall into the chasm between.

What’s holding patients back? Research indicates that barriers to self-service include access to the internet, lack of awareness of services, low computer skills, and change in the habit of making appointments over the phone or face-to-face. But even for patients who engage with technology, a challenging process is likely to disenchant and deter. Patients expect a frictionless experience. Anything less will stand between them and a completed appointment. No pressure, right?

The good news is, in a competitive marketplace, healthcare systems have a huge opportunity to deliver a seamless experience to keep patients coming back.

Most systems are designed to work when everything is going right: when patients are fully engaged with all of their tools. But data shows that only about 20-30% of patients make it through a manual scheduling process to a completed appointment. In their wake, they leave the debris of administrative burden, network leakage, missed appointments, and ultimately: lost revenue.

To capture maximum value from an enterprise EHR, you will need supplemental capabilities and patient engagement guardrails designed to keep the other 70 – 80% of patients in network.

10 Ways that Patient Engagement Platforms Support Patient Retention

  1. End-to-end SMS capabilities: Patient portals can be limiting – many features hide behind walls of clicks and require a patient’s full, unsustained attention. Text message outreach can go beyond directing patients to their portal. Reach more patients by enabling them to make an appointment or complete pre-visit paperwork by way of text messages, start-to-finish.
  2. Smart Waitlist Management: Automate the patient-cancel-staff-scramble with a graceful pivot to an integrated process, filling newly-emptied appointment slots as they arise via automated text outreach.
  3. Streamlined Appointment Management: Enable patients to schedule, reschedule, or cancel appointments through the platform, reducing no-shows and optimizing scheduling efficiency.
  4. Automated Appointment Reminders from a Recognized Phone Number: Text blasts are often ignored or filtered as spam. When patients receive reminders via a trusted organization’s phone number, practices realize improved appointment attendance rates and reduce administrative burdens.
  5. Secure Communication Channels: Stay HIPAA-compliant. Secure communication between patients and healthcare providers can be integrated within the platform.
  6. Health Risk Assessments: Administer and analyze health risk assessments through the platform, aiding in early identification of potential health risks and preventive interventions.
  7. Feedback and Satisfaction Surveys: Collect patient feedback and satisfaction surveys through the platform to gauge the quality of care and identify areas for improvement. Automate post-visit follow-ups and surveys to gather insights into patient experiences and monitor recovery progress.
  8. Pre-Visit Questionnaires: Collect relevant patient information before visits through digital questionnaires, optimizing visit efficiency and information accuracy.
  9. Remote Check-Ins: The digital front door is in patients’ fingertips. Conduct virtual check-ins through the platform, allowing healthcare providers to focus on what’s important and keep schedules on pace  patient well-being between scheduled appointments.
  10. Billing and Payment Integration: Streamline billing processes by integrating payment functionalities within the platform, enhancing the financial aspects of healthcare service delivery.

Simple, right?

Having all of these in place is great, but if they don’t integrate deeply with your EHR, your organization won’t reap maximum returns. Overworked staff can’t spend time tracking these things down manually. For true Patient Success, these workflows must be deeply embedded in a native EHR, automating processes with closed-loop referrals and EHR writebacks.

Navigating the happy path in the complex landscape of enterprise EHRs requires a thoughtful approach to patient engagement. By addressing gaps with personalized strategies, proactive waitlist management, and consideration of generational nuances, healthcare providers can guide patients seamlessly through their journey, leading to improved outcomes and increased value from their EHR investments.

RESOURCE: Learn more about how Luma integrates with EHRs like Epic to support patient retention.

Patient Success Advocate Profiles highlight the perspectives of providers and healthcare leaders in delivering world-class healthcare access and outcomes.

Dr. Medhavi Jogi notices the little things – especially when they could cause bigger issues down the road. This skill has served him well during his years of practice in endocrinology. Dr. Jogi’s reputation for thoughtful care has helped place his practice, Houston Thyroid and Endocrine Specialists, on the map.  

When he founded HTES, he quickly noticed that his patients often faced the challenge of learning about their new diagnosis and managing it. Dr. Jogi tried to empower each person with as much information as he could during their visit, often spending over 90 minutes in a single visit. 

However, “it often became information overload. I’d find myself repeating the same information at each appointment. What I wanted was an automated system to connect with our patients, which in 2009 was crazy talk,” he recalled. 

Dr. Jogi found Luma when looking for a better way to teach patients about new diagnoses. “I consider myself to be an educator first, and I needed to find a better way to teach my patients,” said Dr. Jogi. “Luma was the solution I’d been looking for since I started my practice.” 

Now, HTES uses Luma to automatically send each new patient an educational video before their visit based on their specific health and appointment needs. “Immediately, we saw outcomes improve – patients were coming to their sessions better informed and ready to dive deeper into nuances of their needs,” Dr. Jogi said.

“Because the videos already covered the basics, appointment times dropped from 90 minutes to often just ten minutes, focusing on more interesting questions and complexities. This absolutely changed my relationship with patients and has kept me sharp as an educator and practitioner,” said Dr. Jogi. 

Dr. Jogi credits Luma with helping HTES reach more patients and allowing him more time to focus on the little things about each person and their needs.

“Patients just want to talk to the right person who can help them,” he said. “Luma has helped my practice connect patients in need with the care that will help them be healthier.” 

Want to learn more? Book a quick call with a Luma + eClinicalWorks expert.