Luma Expands AI-Powered Patient Outreach, Giving Health Systems More Ways to Close Care Gaps and Fill Schedules

Health systems see 28% of care gaps scheduled and 300% more missed visits rescheduled with personalized agent follow-up to each patient

SAN FRANCISCO, Sept. 15, 2026 /PRNewswire/ -- Luma Health, the Operational AI platform for healthcare, today announced new agentic outreach workflows to keep patients on track with their care as part of its summer 2026 release. Patients with care gaps, referrals, or missed appointments no longer fall through the cracks when staff bandwidth is tight. Luma's agents proactively follow up with the patient by voice or SMS and rebook the needed appointment in the EHR, so care stays on track without hours of calling down a list.

"Traditional patient outreach relies on staff, with even the best automation stopping at a message," said Marcelo Oliveira, Chief Product and Technology Officer at Luma. "We created workflows that fit real life, where patients and staff are busy but care still needs to happen. Luma's agents reach the patient in their preferred channel and make sure the visit gets scheduled."

Navigator, Luma's agent for inbound and outbound conversations, reaches patients with new capabilities to:

• Rebook missed appointments (cancellations or no-shows). When a patient misses their appointment or cancels, Luma reaches out with new times matching the original appointment.
• Close care gaps. Luma reaches out to patients to schedule due care. For example, Navigator can reach out a year after a patient's last wellness visit or reach all patients overdue for a diabetic eye exam.
• Schedule referrals (coming soon). Luma will contact patients with an active referral and schedule them with the right provider, at the right location, then close the loop with the referring provider.
• Connect to other tools in the tech stack via MCP. Luma's Model Context Protocol (MCP) server lets health systems connect Luma to their "headless" AI workflows for even more end-to-end AI automation. For example, health systems can use Claude, Microsoft Copilot, or ChatGPT to pull outreach lists from a population health tool and feed them directly into Luma for outbound outreach.

Health systems using the new workflows have seen outcomes including:

• 2.3x canceled appointments rescheduled with agentic outreach than with standard SMS appointment reminders at CLS Health.
• 28% of patients contacted scheduled a pediatric checkup at SJ Health.
• 4x cancelled appointments rescheduled with agentic outreach as in the same time period in 2025 at Southwest Virginia Community Health Systems (SVCHS).

In 2026 alone, Luma customers have saved over 130,000 hours using Navigator.

"Our staff work hard to provide great patient access, but catching and following up on every cancellation is too manual," said Ibrahim Arabie, Technology Implementation Specialist at CLS Health. "Luma's agents make sure that patients don't fall through the cracks after canceling an appointment, while freeing up time for staff. Our providers noticed a significant jump in their scheduled appointments, and patients are getting care sooner."

"We serve a patient population that has high structural barriers to care, with a majority under the federal poverty line. We try to remove as many barriers as possible to closing care gaps with a great consumer experience," said Mary-Lou Milabu, Director of Quality at SJ Health. "Luma's agents helped us guide parents and caregivers to schedule pediatric checkups without needing to call."

Luma continues expanding its Agent Library with out-of-the-box agentic workflows and customizable ways to invoke agents from its Workflow Builder. This fall, Luma's Operational AI platform will grow with long-running, complex agentic jobs to guide patients through surgical prep, post-discharge recovery, and more.

Read more on the blog. Luma customers can see Luma's full Summer 2026 features in the webinar. To learn more or get a demo, contact [email protected].

About Luma Health

Luma Health's Operational AI platform eliminates bottlenecks to make health systems more efficient, from the patient journey to the back office. Headquartered in San Francisco, Luma has research and development centers in the United States, Brazil, and Europe. Luma serves more than 1,000 healthcare organizations across the United States, Canada, the United Kingdom, and the Caribbean, and supports the care journeys of more than 100 million patients.

Media contact: [email protected]

SOURCE Luma Health