Digital Call Deflection

Contents

AVIA Summary About EHR Integrations Use cases and differentiators Company information Media

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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: A buyer’s guide to conversational AI and Digital front door: The key to staying ahead in healthcare

DESCRIPTION

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.

FEATURED MEDIA

Power of the Platform_Digital Call Deflection.pdf

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

See all media

CATEGORIES & SOLUTIONS

Scheduling

Consumer Access & Engagement

Conversational & Visual Interactive Voice Response (IVR)

Call Center Scheduling Tools

Consumer Scheduling Tools

Voice Solutions

CLIENT TYPES

Academic Medical Centers

Accountable Care Organizations

Small Medical Facilities

Large Medical Facilities

AWARDS

EHR integration

Integrations

Acute care EMR, Ambulatory EMR, Ancillary EMR, Patient portal, Pop health platform, Behavioral health, Access +/or revenue cycle, Other

EHR integration and relevant hardware

Required

EMRs supported

Epic, Cerner, Meditech, Allscripts, NextGen, athena, GE, eClinicalWorks, Other, Allscripts/Eclipsys, Athenahealth

Hardware compatibility

Mobile / Tablet (web optimized), Desktop

Solution libraries

In Oracle Cloud Market: https://code.cerner.com/apps/luma-health

In Epic Showroom: https://apporchard.epic.com/gallery?id=17169

Use cases and differentiators

Use case descriptions

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 use cases

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

Users

Patients

Parents of patients

Call center staff

Differentiators vs internal options

None provided

Differentiators vs competitors

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.