Luma’s Patient Success Platform unifies all of a patient’s healthcare journeys and simplifies next steps, for both patients and staff. The platform is unique because we combine market-defining digital health solutions with an informed perspective and integration with the large technology stacks that healthcare organizations rely on today. Luma is designed to bring insights from many different systems into consumer-first, easy-to-understand outreach to all of a healthcare organization’s patients, then get them to the next step in their journeys.

Luma’s out-of-the-box solutions are innovative in their deep integration with the electronic health record (EHR) and the tech stack, and ability to work together to create end-to-end patient workflows. Luma integrates with leading EHRs like Oracle Health (formerly Cerner), Epic, MEDITECH, eClinicalWorks, NextGen Healthcare, Greenway Health, and many more (80+ total). By partnering through programs such as Epic’s Showroom, Oracle Partner Network (formerly Cerner’s CODE), and MEDITECH Alliance, we access and use FHIR API and proprietary APIss to accomplish innovative workflows. For example, Luma’s actionable appointment reminders are sent automatically based on appointment details in the EHR schedule. From the message, patients can confirm, cancel, or reschedule, with changes written back to the EHR scheduling application in real time. They can also join waitlists, which automatically reach out to patients with the same appointment length, provider type, etc. when another patient cancels the appointment. By contrast, the same workflow from competitors like solutions might require multiple different systems and manual uploads of information from one system to another.

Our customers value Luma’s integration with the electronic health record because it allows the EHR to stay the source of truth for staff and clinicians, while Luma serves as a system of action. A recent innovation is Luma’s ability to embed messaging history with the patient directly in the patient’s chart in the EHR using SMART-on-FHIR, allowing clinicians and staff to review without leaving their daily workspace.

Luma also integrates with the rest of a healthcare organization’s tech stack, including CRM systems such as Salesforce, population health management systems such as Azara Healthcare, patient portal apps, and more. For example, population health specialists or clinicians using both Azara and Luma can simply click a button from a population health report in Azara to send a message to a given patient population using Luma. In another innovative use case, Montefiore Health System in New York uses Luma as an engine for their Emergency Triage, Treat, and Transport (ET3) initiative. Luma’s API integration with Montefiore’s Epic EHR enables Luma to create a new patient virtual urgent care visit, message a provider, mark the visit as urgent, and more right in the chart, facilitating a tablet-based emergency visit.

Luma’s breadth and depth of out-of-the-box platform-based solutions, plus our innovative approach to orchestrating a healthcare organization’s entire tech stack, are unique in the digital health space and create continued value for our customers.

Luma’s platform includes 30+ out-of-the-box modules, as well as the ability to support entirely custom workflows. This range of EHR-integrated capabilities allows healthcare organizations to craft workflows and experiences that fit their needs and patient populations – ultimately helping them keep a full schedule, provide a better experience for patients and staff, and keep patients coming back.

The platform helps health systems reach more patients and get them on the schedule with referral and attribution list outreach, messaging in 30+ languages, recall and broadcast messaging, LumaBot virtual assistants, self-scheduling (including web, text, and Google My Business-enabled scheduling), and AI-powered patient concierge supporting SMS-first patient actions. Each of these modules is integrated with the EHR and automated, supporting a single source of truth and reducing days of manual follow-ups for staff and care delays for patients.

Once patients are on the schedule, the Luma platform ensures they stay on the schedule and make it through the doors of the health system for care. SMS-based reminders, cancellation management and rescheduling automatically offer patients alternatives if they can’t make a scheduled appointment. Meanwhile, waitlist offers integrated with the EHR schedule offer the newly opened time to patients who need to be seen sooner, without staff lifting a finger. Automated digital intake, check-in, balance reminders, requests for patient feedback, and recall reminders streamline the day of care and post-care follow-up.

Luma’s flexible, API-integrated platform also enables our customers to co-design workflows that match their unique use cases and deliver even more value. For example, Montefiore Health System, an academic health system in the Bronx, uses API integration between Luma and their Epic OpTime OR system to send messages to a patient’s loved ones based on surgery updates documented in the patient’s record. At Banner Health, a large integrated delivery network in the Mountain West, Luma’s platform is used for many innovative workflows including Text the CEO, a program allowing admitted patients to text to provide feedback about their hospital stay directly to the hospital CEO.

We look forward to continued growth in areas that will help our customers reduce staff burden and increase their own revenue with their existing resources: conversational AI, expanded financial journey and bi-directional integration, and more.

Our customers come to Luma to solve urgent pain points, including staff shortages, high call volumes and drop-off rates, low referral conversion, holes in their schedules, or significant time spent obtaining and transcribing paper forms. Luma helps customers from large integrated delivery networks to specialty groups to federally qualified health centers (FQHCs) get their patients access to care faster and more efficiently.

Large health systems like University Hospitals use Luma as the core engine for patient touchpoints across the enterprise, from virtual assistance and self-triage for unique service lines like UH’s Cutler Center for Men to deeply EHR-integrated workflows like delivering the patient’s communication history using Luma directly in the patient chart. Specialty groups like Seaview Orthopaedics enable EHR-integrated pre-visit patient forms and intake, reducing wait times and better utilizing their schedule to care for patients more quickly and remain competitive. FQHCs like Ryan Health use multilingual messaging and 24/7 self-scheduling and waitlist capabilities to make access more equitable for diverse and underserved patient populations.

To-date, Luma has been focused on the U.S. market, but many international markets are underserved in terms of healthcare technology and infrastructure, and as emerging markets invest in digitizing healthcare systems, there’s an opportunity for significant growth potential.

We believe it’s crucial to offer a better consumer experience – one that goes beyond simply offering engagement options to truly orchestrating journeys for the benefit of patients, staff, and system. Luma’s Patient Success Platform is uniquely suited to deliver success and ensure our customers can navigate these pressures to care for their patients.

Luma’s product and engineering teams are highly focused on product quality and continued enhancement of our existing products, not just our innovative new products. For example, we continue to invest in expanding our already robust EHR integration capabilities to support more bi-directional information writeback, and we support advanced scheduling use cases including linked appointment scheduling. Luma’s Quality Assurance team understands that “it can never fail,” and is led by a quality leader formerly of the financial services industry.

We see our product quality and reliability as very competitive in the digital health space. Luma consistently brings in new customers who prefer Luma’s functionality to competitors such as Televox, Artera (fka WELL Health), EHR-native solutions, and more. In particular, our customers cite Luma’s scalability to handle large patient volumes, integration with a variety of EHRs and other systems, reliability of automated messaging, innovative use cases, and superior customizability to meet a variety of patient needs as reasons they chose Luma over another vendor. We believe that technology is an answer for many of our customer needs, and we love to co-create with customers directly and develop innovative solutions for our platform to solve their specific real needs; it can

t be just cool technology looking for a use case.

One of Luma’s standout capabilities bringing best-in-class product quality in comparison to the broader market is our ability to automate end-to-end workflows for patients, staff, and providers. Especially as the ongoing provider shortage is projected to worsen in the next few years, this automation is crucial for healthcare delivery systems.

For example, for patients: Luma can automatically message a patient due for follow-up; provide a scheduling link specific to the right provider and appointment type; allow the patient to schedule, confirm or cancel, reschedule, or sign up for automated waitlist offers for a sooner appointment time; send the patient a reminder cadence with educational content; and prompt the patient to complete intake; all without staff lifting a finger. Meanwhile, information is integrated with the EHR to avoid double-documentation from staff or providers. A similar workflow using a competitor such as Phreesia could be partially automated, but then create a digital dead end for the patient when they cannot reschedule from an appointment reminder and need to call and engage with staff instead.

Workflows like this one are completely customizable by the healthcare organization – message contents, cadence, triggering events in the patient record, form questions, available appointment types, and much more are all customizable to meet the organization’s particular needs. This customization and flexibility enables our customers to accomplish many different needs with Luma’s products – for example, by automatically messaging patients with a specific care gap based on reporting in the EHR and sending those patients customized resources and clinical forms.

Founded in 2015, Luma has never deviated from our core mission of leveraging technology to connect patients to their providers more easily. We believe that technology needs to be designed for real needs and real people. It can

t be just cool technology looking for a use case. That’s been our philosophy for nearly a decade now as we’ve pushed the envelope with machine learning, NLP, and LLMs, and we continue to follow that ethos with our generative AI technology, Spark.

Spark transforms the tricky and all-too-manual parts of patient access, staff workflows, and healthcare interactions:

Spark builds on our deep EHR integration and patient context already available in the Luma platform. It supports both patient interactions and staff efficiency by relying on:

Spark reimagines what it looks like to connect patients to providers, while staying true to our mission: needing healthcare can be hard, but getting it shouldn’t be. With Spark, getting to care is easy, convenient, and works for real lives and real schedules. And on the staff side, hours of frustrating manual tasks are taken care of so staff can spend more time with patients.

Navigator is an AI-native solution that empowers patients to self-serve with the guided experience of a customer service agent. It brings deep contextual understanding to voice conversations, intelligently switching to SMS, switching languages, handing over to staff, and even following up on dropped calls.

Fax Transform is AI-powered processing and follow-up for paper and electronic faxes. Fax Transform completes manual steps behind the scenes in seconds, parsing discrete data and classifying faxes so staff simply need to verify.

With Spark, we’ve built the most impactful AI the market has seen yet, one that helps healthcare organizations drive the business with technology, not because of technology. We can’t wait to transform the workflows that our customers have told us are the biggest areas of opportunity – and to continue growing what Spark can do.

Luma’s integration is critically important because it prevents staff from needing to follow up on tasks performed by Luma or duplicate work. For example, when a patient books a waitlist offer from Luma, the new booked appointment is immediately shown as booked in the EHR schedule and the older appointment is immediately freed up and offered to other patients who may be waiting. Staff don’t need to check a queue of accepted waitlist offers or transcribe waitlist changes from Luma into the EHR.

Luma also drives health system revenue and strategic goals. With Luma, healthcare organizations have seen the following results:

Luma’s newest AI-powered products are also driving significant outcomes:

Over the past 10 years, Luma has evolved from an initial set of patient messaging and matching products to a complete end-to-end Patient Success Platform, enabling health systems to automate and orchestrate nearly every part of a patient’s journey – from access to operational. We’ve been fortunate that even as the company has grown, we’ve never had to change course from our original vision: to help patients be successful in their healthcare journeys. We believe that technology is an answer for many of our customer needs, and we love to co-create with customers directly. We develop innovative solutions to solve the real needs of real people; we believe that solutions can

Luma’s primary focus over the next 6-12 months is to continue to innovate on that original mission of helping to make it easier for patients to get healthcare. This will include investment in:

In addition to evolving Luma’s existing Patient Success Platform, the team continues to pursue new ideas regarding how technology can make connecting patients to care easier. This includes exploring paid media to fill open patient slots, supporting the life science and pharmaceutical sectors, and expanding into international markets.

Ultimately Luma has created a company culture of innovation that in turn fuels our future growth.

Luma Health architects our security program around internationally-recognized information security and data privacy frameworks, as well as industry best practices. We undertake accredited third-party audits no less than annually to ensure ongoing compliance.

Luma’s dedicated, in-house Security and Compliance team ensures that Luma follows the latest information security frameworks and data privacy regulations, including staying up-to-date on upcoming changes.

We are HITRUST CSF r2 Certified, TX-RAMP (Texas Risk and Authorization Management Program) Level 2 certified, and ISO 27001:2022 certified. Additionally, we participate in the US- EU Privacy framework, including the UK and Swiss extensions. We also perform a SOC 2 Type II attestation annually, providing assurance that not only do we have appropriate security controls in place, but they are also operating effectively. Lastly, all of Luma’s software and company processes are fully HIPAA-compliant.

At Luma Health, our technology is designed with a customer-first approach, focusing on practical solutions that address real-world challenges in healthcare. Our AI-native Patient Success Platform™ is built in-house, ensuring seamless integration with EHRs and other core systems. This deep integration eliminates manual tasks for staff and makes it easier for patients to access the care they need.

We prioritize co-creating and co-developing with our customers to tailor solutions that meet their specific needs. Our research and development philosophy centers on delivering effective solutions rather than pursuing technology for its own sake. This collaborative approach has led to innovations like Navigator (AI concierge) and Fax Transform (AI-powered fax processing), which streamline operations and enhance patient engagement.

s comprehensive capabilities and robust integration set us apart in the market. Unlike other patient engagement solutions that piece together acquired technologies, Luma

s solutions are developed internally, resulting in a cohesive and efficient system. This dedication to seamless integration has earned us recognition, including two patents for our unique EHR integration capabilities.

Luma’s technology is built on a foundation of customer collaboration, practical innovation, and deep system integration, all aimed at improving healthcare experiences for both patients and providers.

Check out a few in-depth case studies from some of our customers 

Luma’s Customer Success division focuses on building long-term partnerships with each customer to deliver exceptional customer value. In order to offer differentiated service, the Luma team provides recommendations and best practices based on data and insights collected from millions of patient interactions across our customer base. These insights, collectively referred to as Luma Bedrock, are also available directly to customers in Luma’s Help Center, where customers can access articles written by Luma’s expert technical writers to enable their self-service customizations of the platform.

Each customer has a dedicated Implementation Manager throughout their product implementation, with support from Luma’s product managers, integration experts, engineers, and solution architects. By providing white-glove service and support during the onboarding process, we set the standard for the long-term customer relationship owned by a dedicated Customer Success Manager specialized to that customer’s organization type (FQHC, academic medical center, etc.) and patient population. Each customer is also overseen at an executive level by an Executive Sponsor from Luma’s leadership team, as well as by senior Customer Success leadership.

Customer Success Managers and executive leaders at Luma meet with customers quarterly, both remotely and on-site, to understand their successes and challenges with Luma and offer recommendations and solutions to the customer’s business challenges.

Luma’s support engineers address technical support needs and enhancement requests, with an average ticket closure time of 3 days or less, and average customer satisfaction score of more than 99%.

We also have extensive product training support including our proprietary Luma U, specific training from a customer’s Solution Consultant, or a one-off live session to help staff understand their specific Luma workflows and configurations. Training is available for all users, from system administrators to frontline staff end users.

Many vendors market a similar subset of solutions to those included in the Luma platform, but the breadth and depth of our solutions and deep core system integrations are unique and highly differentiated in the market.

Luma’s solutions are all developed in-house, differentiating our platform’s breadth and depth of integration from other patient engagement solutions on the market which acquire solutions to create a full platform. In 

, Luma’s platform was recognized as having the most robust capabilities of any non-EHR vendor.

Luma’s integration capabilities have been awarded multiple patents, recognizing our uniquely market-leading ability to integrate with EHRs and the entire tech stack.  Additionally, Luma’s Navigator (AI concierge) and Fax Transform (AI-powered fax processing) lead the market. Other vendors may offer AI chatbots, but Luma’s Navigator is unique in its ability to handle complex conversations and accomplish tasks directly integrated with the EHR – building on Luma’s machine learning-powered actionable next steps. Luma’s Fax Transform is unique in the market and applies AI to a highly manual task.

Overall, Luma Health is leading the transformation from patient engagement to patient success.

Luma’s customers each have a dedicated Customer Support Manager who meets with them quarterly to discuss business goals, product feedback, and future plans. Customers see and give feedback on Luma’s yearly product roadmap, and they are also encouraged to join Luma’s Early Access program. Early Access participants try out new products and capabilities, working directly with the product manager, and provide their feedback. Product managers then adjust planned development in response to these insights before the product is released to the wider Luma Health community.

Our customers are also personally invited to a variety of community summits throughout the year for open discussion, problem-solving, and feedback. Executive session cohorts are divided by EHR, by organization type, and more. The annual Lumanate customer event each autumn provides another opportunity for customers to see planned and new development and discuss their needs, with cohorted, customer-led, and expert-led sessions as well as presentations by Luma’s subject matter experts.

Before and during product development, Luma’s product managers seek out individual customer feedback on concepts, planned workflows, and desired outcomes. The Luma team also values insights on customer and market feedback from industry analysts; for example, Luma regularly meets with KLAS Research to understand anonymized customer feedback trends.

For products in use by our customers, Luma’s product team monitors Net Promoter Scores in real time, and encourages detractors to meet with product managers to discuss their feedback.

We have two types of main competitors, the native solutions available in the EHRs, and other patient success platforms, like Phreesia, Televox, Artera, and Notable.

We stand out from the competition because:

In the next 3-5 years, Luma believes the healthcare IT industry is poised for significant transformation across several key areas:

These trends highlight the healthcare IT industry’s ongoing evolution, driven by innovation, collaboration, and a focus on improving both patient and provider experiences.

Luma Health provides an AI-powered solution that integrates with EHRs to enhance patient access, communication, and readiness. Its capabilities include scheduling optimization, referral management, appointment reminders with real-time EHR integration, broadcast messaging, population health outreach, patient intake, balance notifications, copayments, consents, and health screeners. The platform's deep integration with EHRs enables automated, bi-directional workflows that reduce manual tasks for staff and follow the life-cycle of a patient throughout their journey.

Luma Health provides an AI-powered solution that integrates with EHRs to enhance patient access, communication, and readiness. Its capabilities include scheduling optimization, referral management, appointment reminders with real-time EHR integration, broadcast messaging, population health outreach, patient intake, balance notifications, copayments, consents, and health screeners.

ISO 27001

SOC 2 Type 2

HITRUST R2

51-200

Digital Health Provider

Ambulatory Practice

Hospital / Health System

Life Sciences

Luma

501-2000

2001-5000

5001+

Hospitals / Health System

Specialty Practice

Provider / Payer

Orthopedics

Mile Bluff Medical Center

Cook County Health

Sun River Health

Gastro Health

University Hospitals

Monterey Bay Endoscopy Center

Virtua Health

Willis-Knighton Health System

Phelps Memorial Health Center

Tribe 513 fills newly opened appointment slots with SmartWaitlist, and retains patients over time with tailored follow-up appointment reminder workflows.

Tribe 513

OrthoNebraska boosts their online reputation with smart feedback requests, and improves staff experience with an integrated communication hub

OrthoNebraska

Houston ENT minimizes no-shows by prioritizing a seamless patient experience with self-scheduling options and more

Houston Ear, Nose, and Throat

Ryan Health uses Luma to communicate with patients in 35+ languages

Ryan Health

Maury Regional Health leverages Luma solutions to minimize no-shows with simplified scheduling changes, actionable reminders, and more.

Maury Regional Health

Kelsey-Seybold uses Luma to improve patient experience, providing automated and personalized outreach in multiple languages to engage and retain patients.

Kelsey-Seybold Clinic

Franciscan Health uses Luma for tailored patient outreach cadences, actionable appointment reminders, and more.

Franciscan Health

Seaview Orthopedics uses Luma to streamline intake with digital check-in and bi-directional data integration with patient forms, and more.

Seaview Orthopedics

Banner Health uses Luma to receive patient-initiated SMS text messaging, conduct automated referral outreach, streamline check-in with mobile, digital workflows, and more.

Banner Health

UAMS uses Luma to provide an  AI voice interface for customer service, minimize no-show rates with actionable reminders and rescheduling workflows, and more.

University of Arkansas for Medical Sciences

Montefiore is using Luma to increase referral conversions, quickly broadcast messages to large patient panels, automate no-show follow-up with rescheduling workflows, and more.

Luma

Integrations (16)