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Digital Call Deflection

Digital Call Deflection

Digital Call Deflection

29 verified clients



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Avia Summary

Digital Call Deflection is a solution provided by Luma Health which was founded in 2015. It belongs to multiple categories of digital health solutions including Scheduling, Consumer Access & Engagement, Conversational & Visual Interactive Voice Response (IVR), Personalized Care, Customer Service, Digital Front Door (DFD), Patient Flow, and Improving Engagement & Self-Management.
It has 29 verified clients.
Digital Call Deflection integrates with major EMRs such as Epic, Cerner, and Meditech.
Some other resource(s) that may be helpful in learning about Digital Call Deflection include: Top Patient Billing and Payment Companies Report | 2023 and A buyer’s guide to conversational AI

High call volumes overwhelm staff and force patients to wait on hold. Digital Call Deflection intelligently redirects patient phone calls to digital channels. This significantly reduces call volume, enabling staff to focus on more complex patient needs.

This innovative solution enhances patient communication, providing quick and easy access to information like appointment scheduling and FAQs via text. For healthcare organizations, it streamlines operations and improves efficiency, leading to better patient satisfaction and reduced administrative burden.

Luma Health's Digital Call Deflection is an essential tool for modernizing patient communication and optimizing healthcare service delivery.

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EHR integration

Acute care EMR, Ambulatory EMR, Ancillary EMR, Patient portal, Pop health platform, Behavioral health, Access +/or revenue cycle, Other
Epic, Cerner, Meditech, Allscripts, NextGen, athena, GE, eClinicalWorks, Other, Allscripts/Eclipsys, Athenahealth
Mobile / Tablet (web optimized), Desktop
Use cases and differentiators

  • Call center management by minimizing call volume
  • Staff optimization by enabling teams to focus on high-touch, complex interactions
  • Providing opt-in self-service experience to patients who desire one

Pediatric organizations who struggle to manage phone calls also benefit from minimizing call volumes.


Parents of patients

Call center staff

None provided

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.

Company information

Founded in 2015

159.1M total equity funding



No images provided


The Wait is Over_ Luma's Digital Call Deflection is Here.mp4


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Reviewer’s Org EMR compatibility

Reviewer’s Org Type
  • AMC
  • Pediatric Facilities
  • ACO
  • Rural Presence

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