Luma Health has introduced new Operational AI capabilities that connect patient preparation before a visit with check-in, intake, payments, and queue management in clinics and hospitals.
The summer 2026 release expands the company’s platform with new AI-powered payment tools, customizable check-in workflows and additional self-service options for patients.
Luma said the goal is to give staff a clearer view of who has arrived, who is ready to be seen, and what tasks each patient still needs to complete.
Before an appointment, Luma’s Navigator conversational AI agent can remind patients about outstanding balances and direct them to pay through LumaPay.
The platform also includes AI-powered copay determination intended to help staff identify the appropriate copay amount.
Once patients arrive, health systems can use Luma’s Check-In Builder to design workflows for different visit types, including walk-ins, laboratory appointments, non-clinical queues, and patients needing staff assistance.
Patients can check in, complete forms, update insurance information, and make payments through kiosks or QR codes.
Luma’s Queue Manager gives staff a live view of patients waiting for care and can automatically place people into the appropriate queue after kiosk check-in.
Staff can also move patients between queues using a drag-and-drop interface.
The company’s schedule view identifies scheduled patients who still need to complete forms or payments.
Luma has also expanded administrative payment capabilities with facility-managed card readers, PIN configuration, and detailed reporting across payment transactions.
The company plans to extend its intake and preparation tools further into urgent care and emergency department workflows.
Luma said customers are already reporting measurable improvements from its existing patient flow technology.
Wooster Community Hospital has processed approximately 28,000 patient check-ins through Luma since February 2026 across walk-in visits, outpatient infusions, procedures and testing.
At Sault Area Hospital in Ontario, the percentage of patients leaving the emergency department before being seen fell by 57%.
Patients are also being seen nearly 3.5 hours sooner on average, representing a 53% reduction in the 90th-percentile time to first assessment.
The hospital uses a Virtual Home Waiting Room that lets eligible patients wait remotely rather than remain in the emergency department.
Luma’s Operational AI platform connects patient access, engagement, intake, and payment workflows with electronic health record systems.
The company serves more than 1,000 healthcare organizations across the U.S., Canada, U.K., and the Caribbean and supports care journeys for more than 100 million patients.
KEY QUOTES:
“Clinics have enough to manage on a busy day. We built these features to guide patients from home all the way to the clinic floor, so staff aren’t managing multiple software tools or a whiteboard of who’s waiting.”
Marcelo Oliveira, Chief Product And Technology Officer At Luma Health
“With a high volume of patients coming through our hospital doors, we needed visibility for a variety of walk-in and scheduled care without adding steps for staff. Luma gives my team a clear view of who’s in the clinic to help improve throughput.”
Teresa Strauss, Director Of Patient Access Services At Wooster Community Hospital
“Luma understood the unique demands of our emergency department, which serves a high number of non-acute, walk-in patients. With our Virtual Home Waiting Room, eligible patients can wait at home instead of a crowded waiting room, and Queue Manager helps our busy staff manage ED flow.”
Dr. Stephen Smith, VP Medical Affairs At Sault Area Hospital
