Luma was founded on the idea that healthcare should work better for all patients. Instead of a disconnected experience, where patients are forced to be their own healthcare advocates and provider teams struggle to reach their patients, every point along the care journey should be simple, seamless, and effective. 

Luma’s Patient Success Platform™ empowers patients and providers to be successful by connecting and orchestrating all the steps in the patient journey, along with all the operational workflows and processes in the healthcare ecosystem.

Headquartered in San Francisco, Luma serves more than 650 health systems, integrated delivery networks, federally qualified health centers, specialty networks, and clinics across the United States, and today orchestrates the care journeys of more than 35 million patients.

Healthcare today struggles with competing challenges: Compensating for staff shortages across all departments – while at the same time, accelerating efforts to schedule a backlog of appointments triggered during COVID. 

Orbita Patient Intake and Preparation automates workflows associated with: 

• Capturing patient data so both provider and patient have the insights they need to make the most of face-to-face encounters; and 
• Delivering instructions like procedure preparation to ensure patient readiness and minimize postponed services.

The Orbita virtual assistant reaches out through SMS, email and phone to connect with patients on their preferred device. It walks them through form completion using voice, images, videos and more to make complicated medical questions easy to understand and complete. An advanced conversational approach guides patients, using familiar language to explain questions, define medical terms and clarify responses to increase completion rate and reduce abandonment. 

Orbita’s natural language processing is capable of understanding and answering about 80% of routine questions. This enables patients to get the answers they need more quickly – and without extra steps like calling into the contact center.

Orbita is the connective tissue across healthcare communication systems for seamless and personalized patient interactions. We partner with healthcare and life science organizations to implement smart virtual assistants, powered by conversational AI, that engage patients across web, text and voice channels. Our solutions – which meet critical privacy and security standards – help organizations improve operational efficiency by automating workflows as they face the challenges of labor shortages, while also capturing revenue generated by routine, chronic and preventative care.

Luma's deep integration, breadth of market-leading platform solutions, and connection across a healthcare organization's tech stack makes next steps delivered to patients and staff more informed and actionable, differentiating our platform from patient engagement and experience vendors.

Luma customers report reducing phone calls and wait times by half, yet seeing record numbers of patients. Since 2020, HIPAA-compliant messaging between patients and providers on the Luma platform has increased by 50%. And most importantly, this increased ability to collaborate on next steps powers better clinical care. At FQHC Alexander Valley Healthcare, Luma reached 15% more Spanish-speaking patients and brought 38% more attributed patients in for care. Organizations using Luma report up to an 80% referral conversion rate, with patients receiving critical specialty care within days rather than weeks.