What You Should Know:
– Today, Luma Health announces the release of its new AI, named Spark, and the first two new AI-powered products in its industry-leading Patient Success Platform™.
– Spark uses multi-model generative AI to address some of the most common operational challenges for health systems, including high call volume and manual fax processing, which create delays in care and require up-staffing expensive call centers. The new technology represents an innovative use of AI applied to health systems’ biggest pain points in patient access.
Enhancing Patient Access and Staff Efficiency with Luma’s Spark-Enabled Patient Success Platform™
Luma was founded with the vision of streamlining healthcare for both patients and providers, transforming the fragmented care experience into a seamless, coordinated journey. Headquartered in San Francisco, Luma serves over 600 health systems, integrated delivery networks, federally qualified health centers, specialty networks, and clinics, orchestrating the care journeys of more than 100 million patients across the United States.
Luma’s Patient Success Platform™ connects all aspects of the patient experience with healthcare operations, making care delivery more efficient and effective. Central to this platform is Spark, an advanced, deeply EHR-integrated AI engine that automates patient interactions and administrative workflows. Spark supports the platform with:
– Bi-directional EHR integration with major systems, including Oracle Health, Epic, eClinicalWorks, MEDITECH, athenahealth, NextGen, and Greenway Health.
– Generative AI capabilities using zero-retention models such as OpenAI GPT-4, Claude Opus, and deepgram, optimized for healthcare data privacy.
– Industry-leading security certifications, including HITRUST r2, SOC Type II, ISO 27001:2022, and compliance with ISO 42001:2023 and TX-RAMP Level 2.
Spark-Enabled Products Transforming Operations
Luma has introduced two Spark-powered tools designed to save staff time and enhance patient access:
1. Luma’s Navigator – A voice AI concierge that automates patient interactions and ensures a personalized, context-aware experience.
– Automates 95% of call center tasks, including appointment scheduling and medication refills.
– Facilitates multi-tasking interactions, such as handling a patient’s follow-up questions and their child’s appointments in a single call.
– Offers multilingual support, helping patients prepare for procedures and receive text updates if calls are interrupted.
– Impact Example: The University of Arkansas for Medical Sciences (UAMS) saved 98 manual call hours and processed 1,200 cancellations autonomously in just one month, achieving an 82% patient verification success rate.
2. Luma’s Fax Transform – A solution that leverages AI to extract structured data from faxes such as referrals, DME orders, and prescription refills.
– Staff can review data with a single click, with referrals automatically entered into the EHR.
– Reduces staff time spent on faxes by 80% and accelerates referral scheduling by several days.
Future Investments and Platform Expansion
Luma continues to invest in Spark to underpin the Patient Success Platform™ across all workflows, with plans for further enhancements to staff-facing tools. These innovations not only reduce administrative burdens but also improve care delivery by enabling faster, smoother patient access.
By automating critical processes and connecting every touchpoint of the healthcare journey, Luma empowers providers to focus on delivering high-quality care while ensuring patients receive timely support and services. As healthcare evolves, Luma’s Spark-powered platform positions health systems to thrive by blending advanced technology with seamless patient engagement.
“Our goal has always been to make it easier to get patients and providers to the moment of care. We’ve been using machine learning, tensors, and natural language processing (NLP), for years, and LLM-powered Spark is the next iteration of the Luma platform,” said Luma’s co-founder and CTO, Aditya Bansod. “Our vision is to use this latest groundbreaking technology to solve persistent challenges on a massive scale, and now the technology is equipped to help us deliver a next-generation patient experience.
