Luma Health

The implementation of Luma Health’s Patient Success Platform is designed to be fast, collaborative, and deeply personalized. The process typically unfolds in the following steps:

1. Initial Consultation & Planning
   Luma assigns a dedicated implementation manager and customer success manager to your organization. These experts assess your goals, EHR setup, and workflow needs to create a tailored roadmap.

2. Workflow Co-Design
   The team works with your stakeholders to co-design workflows that align with your clinical, operational, and financial objectives. This includes identifying automation opportunities and customizing patient engagement strategies.

3. Technical Configuration & Integration
   Luma integrates with your existing EHR system (e.g., Epic, Oracle Health, MEDITECH) using bi-directional data flows. The platform is configured to support your unique workflows, branding, and patient communication preferences.

4. Training & Enablement
   Luma’s training team provides guided online training, monthly live Q&A sessions, and access to a robust knowledge base. Staff are empowered to use the platform confidently from day one.

5. Go-Live & Optimization
   Once configured, the platform goes live. Luma tracks performance metrics and provides ongoing support, including ROI check-ins, workflow adjustments, and executive-level reviews.

6. Long-Term Partnership
   Luma continues to support your team with on-site sessions, advanced use case development, and scaling strategies. Their “Luma Bedrock™” roadmap offers data-driven insights from 650+ healthcare organizations to guide long-term success.

Typical Timeline:
While exact timelines vary, many organizations report going live within a few weeks to a couple of months, depending on complexity and EHR integration depth.

Luma Health is highly customizable, and this flexibility is one of its core strengths. The platform is designed to adapt to your workflows, not the other way around.

• Novel Workflows
  Luma offers a feature called Novel Workflows, which allows organizations to build custom automations tailored to their specific needs. These workflows can be created using a drag-and-drop builder, with no technical background required. You can modify them anytime as your needs evolve.

• Custom Messaging & Actions
  You can automate messages based on appointment types, diagnoses, procedures, or patient responses. For example, sending disease-specific educational materials or follow-up reminders based on ICD/CPT codes.

• Specialty-Specific Solutions
  Luma supports customization for specialty clinics, rural care centers, academic institutions, and large health systems. Whether it's coordinating transportation, managing referral backlogs, or enabling “Text the CEO” feedback loops, Luma adapts to niche use cases.

• EHR Integration
  The platform integrates deeply with leading EHRs and allows for custom data flows, ensuring that your operational and clinical data is synchronized and actionable.

• Scalability & Branding
  Luma can be branded to match your organization’s identity and scaled across multiple locations or departments. It supports multi-site deployments, role-based access, and custom reporting dashboards.

• Support for Unique Challenges
  Luma’s professional services team assists with complex setups, advanced use cases, and workflow optimization, ensuring that even highly specific business needs are met.

Luma Health follows a customized, quote-based pricing model, which means costs vary depending on the size of the organization, number of providers, patient volume, and the specific features or modules selected. While the base subscription reportedly starts around $250 per user per month, additional costs may include:

• Setup Fees: These are not publicly disclosed but may apply depending on the complexity of EHR integration and workflow customization.

• Maintenance: Ongoing platform maintenance is typically included in the subscription, though advanced customizations or enterprise-level support may incur extra charges.

• Support Charges: Standard support (email, chat, help desk) is included, but premium support tiers or on-site sessions may be priced separately.

Luma Health provides comprehensive onboarding, training, and long-term support, including:

• Dedicated Implementation Team: Guides workflow co-design, EHR integration, and project milestones.
• Customer Success Manager: Acts as a long-term partner, offering ROI check-ins, optimization strategies, and executive-level collaboration.
• Training Resources:
  • Live Online Training
  • Monthly Q&A Sessions
  • Webinars
  • In-Person Training (when needed)
  • Luma Academy: A self-service knowledge base and learning portal

  • Luma Bedrock™: A roadmap based on insights from 650+ healthcare organizations to guide implementation and growth

This robust support structure ensures that users are not only trained but also continuously empowered to optimize their use of the platform.

Luma Health has a comprehensive, enterprise-grade security program built around internationally recognized standards and healthcare-specific regulations. Key security measures include:

• Certifications & Compliance:
  • HIPAA Compliant
  • HITRUST CSF r2 Certified
  • ISO/IEC 27001:2022 Certified
  • SOC 2 Type II Attestation
  • TX-RAMP Level 2 Certified

  • US-EU Privacy Framework Participation.

• Technical Safeguards:
  • End-to-end data encryption
  • Access controls and role-based permissions
  • Real-time monitoring, logging, and incident response protocols

  • Penetration testing and third-party audits conducted annually

• Zero-Retention AI: Luma’s AI models (e.g., GPT-4, Claude Opus) are configured to not store or reuse patient data, ensuring privacy during AI-driven interactions.

• Dedicated Security Team: An in-house team continuously updates policies and practices to stay ahead of emerging threats

Luma Health follows a continuous improvement model, regularly releasing updates to enhance platform functionality, user experience, and security. While the company does not publish a fixed update schedule, updates are:

• Frequent and incremental, often rolled out in the background without disrupting service.
• Managed by Luma’s internal product and engineering teams, with user feedback and analytics guiding development priorities.
• Communicated through release notes, customer success managers, and training sessions when major features are introduced.

• Designed to be seamless, with no need for manual installations or downtime on the client side.

Recent updates have included UI enhancements, customizable dashboards, and expanded AI capabilities via Spark.

Luma Health adheres to strict data governance policies aligned with HIPAA, ISO 27001, and other international standards. Key points include:

• Data Ownership: Healthcare organizations retain full ownership of their patient data. Luma acts as a Business Associate under HIPAA, meaning it processes data on behalf of the healthcare provider and does not claim ownership.

• Data Portability: Luma supports data export and portability, allowing organizations to retrieve their data in structured formats if they choose to migrate or integrate with other systems. This includes patient communication logs, scheduling data, and engagement metrics.

• Data Access & Control: Clients can control access through role-based permissions, and Luma provides tools for auditing, logging, and monitoring data access and usage.

• Retention & Deletion: Luma maintains retrievable backups of ePHI and follows strict data retention and deletion protocols, ensuring data is securely destroyed when no longer needed

Luma Health is designed to be highly scalable and flexible, making it suitable for small clinics, large health systems, and everything in between. Key aspects of its scalability include:

• Modular Architecture: Organizations can start with core features (e.g., scheduling, reminders) and add modules like AI voice concierge, referral management, or analytics as needed.

• Custom Workflows: Luma’s Novel Workflows allow for tailored automation that can evolve with your operations. As your needs grow, workflows can be adjusted or expanded without reimplementation.

• Flexible Licensing: While pricing is quote-based, Luma offers tiered plans that can be adjusted based on provider count, patient volume, or feature usage. This allows organizations to scale up or down without switching platforms.

• Support for Multi-Site Deployments: Luma supports multi-location and enterprise rollouts, with centralized control and localized customization.

• Customer Success Partnership: Luma’s team conducts regular ROI check-ins, on-site sessions, and scaling consultations to help organizations adapt the platform to changing needs.

Luma Health’s contract terms are governed by its Terms of Use and individual service agreements. While specific renewal and cancellation policies may vary by customer contract, here are general insights:

• Contract Renewal: Renewal terms are typically outlined in the original agreement. Luma Health reserves the right to revise terms periodically, and updates are communicated electronically. Renewal may be automatic unless canceled within a specified notice period.

• Cancellation Process:

  • Customers must submit a formal cancellation request, which is reviewed by Luma’s Customer Success Team.
  • During the review period, customers may choose to rescind the cancellation if needed.
  • Luma may also elect to cease services if there is a contract compromise or breach of terms
  • Refunds or termination fees depend on the timing and terms of the cancellation, such as whether services have been used or claims submitted.

• Electronic Communication Consent: Users agree to receive notices and updates electronically, including renewal terms and service changes.

Luma Health maintains a robust security and compliance framework built around internationally recognized standards and healthcare-specific regulations. These include:

• HIPAA Compliance
  Ensures protection of electronic protected health information (ePHI) across all platform operations.

• HITRUST CSF r2 Certification
  A gold-standard, risk-based framework for healthcare data security and compliance.

• ISO/IEC 27001:2022 Certification
  Internationally recognized standard for implementing and maintaining an Information Security Management System (ISMS).

• SOC 2 Type II Attestation
  Annual audits confirm that Luma’s security controls are not only in place but also operating effectively.

• TX-RAMP Level 2 Certification
  Required for cloud services used by Texas state agencies, ensuring high standards of data protection.

• US-EU Privacy Framework Participation
  Includes UK and Swiss extensions, ensuring cross-border data handling complies with international privacy laws.

Luma Health also conducts third-party audits annually, maintains a dedicated in-house security team, and offers real-time system status monitoring to ensure transparency and trust.