Luma Health

Bidirectional integration covers Epic, Oracle Health, MEDITECH, eClinicalWorks and athenahealth, with NextGen, Nextech, Greenway Health and PCC as native partners, and the EHR stays the source of truth. Navigator reads the patient's record before it talks and writes back, and Fax Transform creates referrals, updates Epic Health Maintenance and links open orders to incoming results.

SourceLuma Health, lumahealth.io and /solutions/access/referrals-ordersread 2026-10-21

Agents work together on one patient's care. A concierge agent triages a request and hands it to a scheduling agent, and care, prep, intake and outreach agents carry a procedure from referral to completion. Teams set when, where and how agents run in the Workflow Builder and Agent Library, or name an outcome and let the agents work out the steps.

SourceLuma Health, lumahealth.io/platform/agentic-orchestrationread 2026-10-21

Agents work from the patient's record, past documents and the customer's workflows, and the customer's team chooses which information sources each agent can draw from. Fax Transform reads every fax to the organization's own specifications. Luma names no knowledge base or retrieval layer the agents answer from.

SourceLuma Health, lumahealth.io/platform/our-ai and /solutions/access/referrals-ordersread 2026-10-21

Staff confirm extracted referral data with one click before the referral is created in the EHR, and confidence thresholds the customer sets by document type decide which faxes need that review. The team defines which workflows, EHR actions, hours and sources each agent may use, and an agent that reaches one of those limits stops and hands the work to a person. Agents give no clinical advice and do not change medications.

SourceLuma Health, lumahealth.io/solutions/access/referrals-orders, /platform/how-it-works/ai-trust-governance and the Spark press releaseread 2026-10-21

Luma holds HITRUST CSF r2 and HITRUST ai2, ISO 27001:2022, a SOC 2 Type II attestation and TX-RAMP Level 2, builds its AI products to ISO 42001, and takes part in the EU, UK and Swiss Data Privacy Frameworks. All access is role based under least privilege and needs management or system owner approval, SSO is required wherever possible, and entitlements are reviewed every 60 days. Customer data is not used to train models.

SourceLuma Health, lumahealth.io/platform/how-it-works/security-trustread 2026-10-21

For every engagement the team can read the full message history and every action the agent took, and changes to agent behavior are tracked. Reporting shows the model and vendor used and the channel for each engagement, and Fax Transform's dashboard reports accuracy by type of information.

SourceLuma Health, lumahealth.io/platform/how-it-works/ai-trust-governance and /platform/our-airead 2026-10-21

Navigator remembers each patient across calls, texts and chats, including how they prefer to be reached, and brings up missed follow ups, flagged results and refills coming due at the next contact, drawing on past conversations, the EHR and the rest of the platform. Luma does not say how long that memory lasts, and it states its AI products do not store data long term.

SourceLuma Health, lumahealth.io/solutions/outreach/navigator and /platform/how-it-works/security-trustread 2026-10-21

Infrastructure runs across multiple AWS availability zones with a 99.9% uptime target. Luma serves customers in the United States, Canada and the United Kingdom and builds its software to meet GDPR, but names no hosting region, region choice, customer environment or on premises option.

SourceLuma Health, lumahealth.io/platform/international and /platform/how-it-works/security-trustread 2026-10-21

Named agents each do their own job: Navigator and the Conversational Agent for calls and messages, and the Scheduling, Referral, Intake, Eligibility, Payment, Care and Post-procedure Agents, with Fax Transform for incoming documents. The Agent Library holds them alongside ready workflows for recalls, care gap closure, no show follow up and broadcast outreach.

SourceLuma Health, lumahealth.io and /platform/agentic-orchestrationread 2026-10-21

Navigator answers inbound calls, chats and texts and places outbound calls and texts for care gaps and no shows. Arriving faxes start Fax Transform, which runs the next steps on its own, from eligibility checks to scheduling and requests for missing information. A patient left on a long hold can switch to text and carry on.

SourceLuma Health, lumahealth.io/solutions/outreach/navigator and /solutions/access/referrals-ordersread 2026-10-21

Luma picks models from OpenAI, Anthropic and ElevenLabs, matching each model to the task, and swaps in better ones as they arrive. It controls each model's permissions and handoffs, and the customer does not choose the models.

SourceLuma Health, lumahealth.io/platform/our-airead 2026-10-21

Headless AI workflows connect Claude, Microsoft Copilot or ChatGPT to the Luma platform through an MCP server. Luma publishes no endpoint, sign in method or tool list for that server, and names no API or SDK.

SourceLuma Health, lumahealth.io/platform/our-airead 2026-10-21

Each release is tested against more than 500 conversational test cases covering accuracy, expected behavior and edge cases, and an evaluation team signs off before it reaches customers. After release, every live engagement is reviewed automatically to raise accuracy and cut transfers, and the team reviews hundreds of live engagements by hand each month.

SourceLuma Health, lumahealth.io/platform/how-it-works/ai-trust-governance and /platform/our-airead 2026-10-21

Agents work through bidirectional EHR integration, phone, text and chat, and outbound faxes. Luma names no browser, desktop or computer control.

SourceLuma Health, lumahealth.io/platform/our-airead 2026-10-21