AI-POWERED CONCIERGE

Navigator

Navigator, Luma’s AI-enabled concierge powered by Spark, empowers patients to self-serve with the guided experience of a customer service agent. It combines the best of voice and self-service, with deeper awareness than self-service, call routing, or a chatbot. Navigator reduces inbound calls, gets patients to their next steps, and creates a delightful experience.
or dial +1 (628) 348-2979
 

Powered by Spark

 

Luma’s AI capabilities transform frustrations and inefficient manual tasks into better experiences. Spark is designed to create delightful experiences for both staff and patients.

How Spark works
Safety and security
“
I love Navigator. It’s fantastic. It sounds and acts like a human, and
it’s so helpful. Our outcomes have been very positive, and really
exceeded what I expected.”
Michelle Winfield-Hanrahan, RN, BSN, MHA, MSN Chief Clinical Access Officer, Associate Vice
Chancellor for Access
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HOW IT HELPS

Delightful interactions, for patients and staff

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FOR PATIENTS

Navigate with ease

 

Navigator assists patients with common needs with the personal touch of a staff member (who
speaks many languages) and deeper awareness than self-service or a chatbot. 

Navigate with a natural, intuitive experience 

No yelling “speak to a person” into a rigid phone tree. Navigator feels genuinely helpful: patients might ask “can I also follow up on my daughter’s appointment?” or “I also had a prescription I needed to refill.” If the patient wants to speak to a staff member, Navigator can connect them. 

  • Intelligent
  • Voice-to-SMS
  • Many languages
  • Self-service
Image 1
  • Intelligent

    Navigate with a natural, intuitive experience 

    No yelling “speak to a person” into a rigid phone tree. Navigator feels genuinely helpful: patients might ask “can I also follow up on my daughter’s appointment?” or “I also had a prescription I needed to refill.” If the patient wants to speak to a staff member, Navigator can connect them. 

    Image 1
  • Voice-to-SMS

    Navigate between voice and SMS

    Navigator can intelligently offer to switch to SMS when a call is dropped, if connection is spotty, or at the patient’s request. 

     

    Image 2
  • Many languages

    Navigate in several languages

    Navigator automatically responds in English, Spanish, or Portuguese depending on the language the patient uses (additional languages coming soon).

    Image 3
  • Self-service

    Navigate appointments and next steps

    Patients can refill prescriptions, ask for details on an upcoming appointment, reschedule or cancel appointments, and receive links to resources such as directions to the clinic.

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FOR STAFF

Save time on inbound calls

Navigator serves patient needs like appointment details, directions, or prescription refills. Staff can spend more time helping patients face-to-face, while maintaining visibility into all
Navigator interactions.

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Navigator supports staff with:

  • Fewer calls and portal messages for simple requests.
  • Visibility into every patient interaction in real time, including switches of mode (e.g., voice to SMS) or language.
  • The option to pick up the conversation themselves or at the patient’s request.

Understand each journey with Navigator reporting
Any journey needs a logbook. As patients use Navigator, staff see every interaction – both as part of an individual patient’s communication history and in a logbook-style view. They can even open an interaction
to see more detail.

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Standard experience without Navigator

  • Bring in multilingual staff for call center
  • Deflect some calls to text
  • Give patients options: phone or self-service
  • Staff follow-up on dropped or incomplete calls
  • Help patients refill prescriptions via portal
  • Let patients cancel and reschedule via patient portal

Best experience, guided by Navigator 

  • Intelligently understand and converse with patients across multiple languages. Support staff with bi-directional translation.
  • Navigator converses with patients by phone and optionally switches to text based on the patient’s needs.
  • Navigator allows patients to switch seamlessly from phone to SMS as needed.
  • Automatic follow-up, with option for patients to continue by SMS.
  • Patients can refill prescriptions with Navigator.
  • Quickly change appointments by voice or SMS, without logging in or waiting on hold. 
“
We’re competing with huge health systems for referred patients, and we have to be nimble. The improvement in conversion we saw with Luma was shocking.”
Chuck Leider CEO
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$575,000

gained annually

from scheduled referrals

 

Read the case study >

The impact of Navigator at

UAMS Logo
In one month, UAMS saw:
 

98

call center

hours saved

95%

of phone calls

automated

82%

of callers

successfully verified as current patients

1,200

cancellations processed

without staff intervention

See it in action

Switch from voice to self-service
Watch Brittany’s story
Refill a prescription
Watch Thiago’s story
Request appointment details
Watch Justin’s story
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Built for safety

The latest in healthcare technology must be safe and secure before it can create better outcomes for patients and staff. We’re committed to the gold standard in healthcare information security.

 

Spark is HIPAA- and ISO 42001-compliant. Luma is ISO 27001:2022 Certified, HITRUST CSF r2
Certified, TX-RAMP Level 2 Certified, and SOC 2 Type II attested.

 

Learn more about safety and security >

POWERED BY THE PLATFORM

Beyond better patient access

Navigator builds on the patient context, EHR integration, and actionable next steps already
available in the Luma platform to help patients get to care more easily. It’s also designed to
automate staff workflows and give staff full visibility into the patient journey.

 

Referrals

Bring in new patients

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Actionable Reminders

Empower patients with next steps

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Scheduling

Let patients book from anywhere

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Patient Communications

Reach all your patients

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Payments

Take care of financials

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Recall

Bring patients back

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Fax Transform

Simplify back-office workflows
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Front Door

Welcome patients via Navigator or LumaBot
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Waitlist

Keep patients on the schedule
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Intake

Prep patients for care
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Eligibility

Check patient's coverages

Calculate the impact of fewer calls

Fill Empty Appointment Slots

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Increase revenue by using Luma to keep your schedules full (including last-minute cancellations).

Monthly Visit Volume
Average Value of a Visit ($)

Save Front-office Staff Time

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Improve staff efficiency by automating administrative tasks with Luma.

Monthly Visit Volume
Hourly Labor Cost ($)

Enhance Call Center Efficiency

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Reduce costs by empowering callers with Luma’s automated, AI-driven self-service options.

Monthly Call Volume
Hourly Labor Cost ($)

Reduced No-Shows

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See how much your no-shows are costing you and how much Luma can reduce them.

Monthly Visit Volume
Current No-Show Rate (%)
Average Value of a Visit ($)

Increased Collections

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Improve revenue cycle efficiency by using Luma to automate payments.

Monthly Visits Owing a Copay
Average Copay ($)
Current Time-of-Service Copay Collection Rate (%)
Fill Empty Appointment Slots

Fill Empty Appointment Slotshttps://9046263.fs1.hubspotusercontent-na1.net/hubfs/9046263/Group%2081.png

Increase revenue by using Luma to keep your schedules full (including last-minute cancellations).

Monthly Visit Volume
Average Value of a Visit ($)
Increased Collections

Increased Collectionshttps://9046263.fs1.hubspotusercontent-na1.net/hubfs/9046263/Group%2078.png

Improve revenue cycle efficiency by using Luma to automate payments.

Monthly Visits Owing a Copay
Average Copay ($)
Current Time-of-Service Copay Collection Rate (%)
Enhance Call Center Efficiency

Enhance Call Center Efficiencyhttps://9046263.fs1.hubspotusercontent-na1.net/hubfs/9046263/Group%2079.png

Reduce costs by empowering callers with Luma’s automated, AI-driven self-service options.

Monthly Call Volume
Hourly Labor Cost ($)
Save Front-office Staff Time

Save Front-office Staff Timehttps://9046263.fs1.hubspotusercontent-na1.net/hubfs/9046263/Group%2082.png

Improve staff efficiency by automating administrative tasks with Luma.

Monthly Visit Volume
Hourly Labor Cost ($)
Reduced No-Shows

Reduced No-Showshttps://9046263.fs1.hubspotusercontent-na1.net/hubfs/9046263/Group%2080.png

See how much your no-shows are costing you and how much Luma can reduce them.

Monthly Visit Volume
Current No-Show Rate (%)
Average Value of a Visit ($)

What sets Luma apart

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Install quickly and easily, at any point in your EHR lifecycle
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Configurable to support your most complex workflows
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Scale up, from wherever you start

Explore what's possible with Spark

Spark, Luma's AI Fax Transform

See how the Patient Success Platform helps your business

Who we serve Build your demo

Frequently asked questions

Why implement Navigator?

Navigator is like having a smart, AI-powered assistant that handles routine tasks for patients and staff. For patients, it helps them book appointments, manage their prescriptions, or reschedule visits without needing to wait on hold. For staff, it means fewer inbound calls and more time spent face-to-face with patients who need help the most. It’s built to make things easier, not more complicated.

 

Is Navigator easy for patients to use?

Absolutely! Navigator interacts with patients in a way that feels natural. Whether they prefer phone or text, it guides them through common tasks like scheduling, confirming appointments, or getting directions, all without needing to log into a portal. It’s simple enough that even tech-shy patients can navigate it comfortably.

 

How secure is patient data with Navigator?

We take security seriously. Navigator is HIPAA-compliant, ISO 27001 certified, and HITRUST CSF certified, meaning it meets the highest standards in healthcare security. Your patients’ data is always handled securely and with care, so you can trust that Navigator keeps everything protected.

 

How does Navigator handle multiple languages?

Navigator can speak the language your patients prefer. Whether it’s English, Spanish, Mandarin, or one of many others, Navigator uses natural language processing to communicate effectively. And if a conversation starts in one language and needs to switch, it handles that too, without skipping a beat.

 

What if a patient wants to speak with a real person?

If a patient needs more help, Navigator doesn’t block them from getting through to a staff member. It’s designed to recognize when a patient might need human assistance and can transfer the conversation to a staff member when needed. It’s about giving patients options, not forcing them into only one way of interacting.

 

Does Navigator integrate with my existing systems?

Yes, Navigator works with the systems you already have in place. It integrates seamlessly with leading EHRs, so everything stays connected without adding complexity. From scheduling to prescription refills, it’s all synced up with your records in real time.

 

Will Navigator reduce my team’s workload?

Navigator takes on routine tasks, like answering common questions, booking appointments, or handling prescription refills, which typically tie up your staff’s time. With fewer calls and portal messages to manage, your team can focus on what they do best: providing excellent care for your patients.

 

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