Outreach

If you have any questions about these product specifications, please reach out to support@lumahealth.io.

With Outreach, Luma automatically sends patients reminders to schedule an appointment. Luma can track which patients have scheduled their appointments and whether the patient never followed up on an outreach reminder. Luma’s Outreach product automates the outreach process, saving staff time and acquiring new patients for your organization.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document.

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

Create and Modify Outreach

If your organization integrates Luma with your EHR, then Luma can regularly sync outreach details from your EHR into your Luma account. Luma recommends this as a best practice so that your staff doesn’t have to manually create and modify outreaches on a regular basis. Please note that certain syncing methods, such as Secure File Transfer Protocol, may require a Statement of Work. For more information, refer to the Statement of Work document.

 

Feature	Description
Outreach dashboard	Review a filterable dashboard for high-level information about outreaches.
Add a single inbound outreach	Manually create an individual inbound outreach.
Modify a single inbound outreach’s status	Manually change the status of an individual inbound outreach.
Add inbound outreaches via a bulk upload	Manually create inbound outreaches in bulk by uploading a CSV file.
Modify inbound outreach statuses in bulk	Manually change the status of individual inbound outreach in bulk in your Luma account. Outreach status changes are not written back into your EHR.
Share an online patient outreach form with outreach providers	Share an online form with external providers who refer patients to your organization so that outreach information appears directly in your Luma account for review and approval by your staff.
Upload outreach providers in bulk	With Luma Support, upload outreach providers into your Luma account so you don’t have to manually create each individual provider.

Send Outreach Reminders

Feature	Description
Send outreach messages using pre-written standard message templates	Use pre-written, standardized message templates to send outreach reminder messages to patients. Luma provides these message templates in English, as well as over 30 additional languages.
Automatically send outreach reminders to patients	Luma automatically sends outreach reminders to patients based on a default cadence and during set daytime hours. Luma respects your quiet hours when sending outreach reminders, meaning Luma will not send a message during a designated quiet hour.  You can optionally customize reminder delivery hours as well as the reminder cadence. You can also choose how many reminders Luma sends and whether Luma sends reminders on bank holidays.
Automatically mark inbound outreaches as scheduled	Luma automatically marks inbound outreaches as scheduled when the patient books their appointment. Luma determines whether an appointment was booked by reviewing your schedule. You can optionally configure how far in the future Luma looks to find booked appointments in your Schedule.

Manage Outreach

Feature	Description
Automatically update an outreach’s status when a patient calls from a reminder	When a patient receives an outreach reminder that includes a click-to-call phone number, meaning the patient can tap or click the phone number within the reminder to initiate a call to your organization, Luma automatically updates the outreach status to reflect that the patient called your organization as a result of receiving an outreach reminder.
Automatically mark an outreach as incomplete or expired	When a patient doesn’t respond to Luma’s attempts to contact them to schedule an appointment, Luma automatically marks the outreach as incomplete after the final unsuccessful attempt. Optionally, you can delay the amount of time that passes before Luma marks an outreach as incomplete.  Luma marks an outreach as expired when the date range to deliver outreach reminders for the outreach record has passed. Optionally, configure Luma to not mark these outreaches as expired.
Automatically detect existing patient profiles and match them to synced outreaches	If you integrate your EHR with Luma, when an outreach is synced into your Luma account from your EHR, Luma checks to see if there are any existing patients that match the patient associated with the uploaded outreach. If a match is found, Luma associates the uploaded outreach with that patient. If a match is not found, Luma creates a new patient and associates the outreach to the new patient profile.
Standard reporting	Use standard reports available from Luma to understand your patient population’s outreach experience.

Additional Configurable Functionality

The following features are off by default in a Luma account and can be configured for organizations that would benefit from these features.

Feature	Description
Reroute inbound outreach calls to a facility’s alternative phone number	When a patient receives an outreach reminder message with a phone number, enable Luma to reroute the inbound call from the patient to the facility’s alternative phone number when dialed directly from the outreach reminder message.
Mark outreaches as scheduled if scheduled with a different provider	If a patient is scheduled with a different provider than indicated on the outreach, enable Luma to automatically mark the outreach as Scheduled.
Automatically fax updates to a outreach provider	Enable Luma to automatically send faxed updates to outreach providers about their patient’s journey with your practice, such as when a patient schedules or cancels their outreach. You can also determine whether the patient’s communication history with your organization should be included in follow-up faxes.
Stagger outreach messages throughout the day	Configure Luma to stagger the initial outreach messages sent to patients throughout the day to reduce the number of calls that come into your front office simultaneously. You can also control how many outreach reminders Luma sends in an hour.
Recreate outreach reminders when the outreach status changes from pending to active	Configure Luma to delete and recreate outstanding outreach reminders when an outreach’s status changes from Active to Pending and then back to Active so that reminders go out at an accurate cadence.

Training and Documentation Materials

Feature	Feature definition
Help Center	The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.
Luma U	Luma U is your home for Luma education. There are two learning tracks in Luma U – one for sub-account users and one for managers and administrators. Users can access Luma U directly from within their Luma account.