There's a better solution than hiring more staff to handle call volume. Luma's Digital Call Deflection, connected to your EHR-integrated Luma workflows, redirects patients to personalized self-service SMS instead.
Luma’s Digital Call Deflection has allowed 25% of our patients to self-serve via text message, ultimately helping them get what they need while our staff focus on more complex calls.”
Evelin Manzanares,
Chief Operations Officer
A digital initiative with instant impact
20% of patients would change providers to avoid long wait times
60% of patients hang up after a minute on hold
The phone number: now part of your digital front door
Phone numbers will always be key for patient access, but you can make them part of your digital transformation.
Making it easy to switch from a phone call to a digital channel gives patients more options to get the care they need, how it's convenient.
Patients choose their reason for calling and from there, get a personalized SMS with the resources they need. The experience stays tailored to them without the need to staff chat lines.
>>Example workflow
>>Customize your workflows with Digital Call Deflection
With Luma Scheduling Link to schedule a new appointment
With LumaBot View and reschedule appointments, request an Rx refill, send staff a question, and more
With Appointment Management Receive a link to view upcoming appointment details, confirm and cancel appointments
With your preferred third party Send links to directions, your patient portal, education resources, etc.
Launch your next digital initiative with instant patient adoption.
of patients opted for SMS, saving more than 15,000 minutes on the phonescheduling mammograms and DEXA scans.
of patients switched to SMS for a self-scheduling link rather than wait on hold.
of patients who chose to self-service via SMS did so to schedule or manage their current appointments.
Simple for patients. Powered by a comprehensive Patient Success Platform.
Digital Call Deflection is connected to your EHR-integrated Luma workflows, so patients can complete the task behind their reason for calling. They won’t need to call back – or go elsewhere – to get what they need. Here are a few examples:
Tom's daughter Mila has an upcoming appointment
Evelyn needs a prescription refill
Luis needs a refresher on the time of his appointment
See how Digital Call Deflection can make a difference for your organization.
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