2025
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Lumen Health is a modern healthcare provider focused on delivering accessible, patient-centered care through digital experiences and connected healthcare services.
As patient volumes increased, the organization faced growing pressure to respond faster, improve operational efficiency, and maintain a high-quality patient experience across multiple communication channels.
Lumen partnered with Aero to implement AI-powered automation that streamlined patient interactions, reduced administrative workload, and improved overall service delivery.
year
2025
client
Lumen Health
category
Healthcare
timeline
6 Months
the challenge
Growing Patient Demand Created Operational Bottlenecks
Lumen Health's support and care teams were handling thousands of patient inquiries, appointment requests, and follow-up communications every month.
Many of these interactions relied on manual processes that increased response times, created administrative overhead, and limited staff capacity. As demand continued to grow, maintaining a consistent and timely patient experience became increasingly difficult.
our approach
Building a Smarter Patient Communication System
Aero conducted a detailed review of patient communication workflows, support operations, and appointment management processes to identify opportunities for automation.
The implementation prioritized efficiency while maintaining the accuracy, reliability, and human oversight required within healthcare environments.
the solution
AI-Powered Patient Engagement and Support
Aero developed an intelligent patient communication platform that automates common inquiries, appointment coordination, follow-up reminders, and administrative workflows.
The platform integrates seamlessly into existing operations, allowing patients to receive faster responses while reducing the burden on internal teams.
By automating repetitive interactions and improving workflow visibility, Lumen Health established a more scalable support infrastructure capable of delivering a better patient experience.
the results
Faster Care Coordination, Better Patient Experiences
The new system significantly improved response times, reduced administrative workload, and increased operational efficiency across patient support functions.
Care teams gained additional capacity to focus on higher-value interactions, while patients benefited from faster communication, improved accessibility, and a more seamless healthcare experience.
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Reduction in patient response times
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Decrease in administrative workload
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Increase in patient engagement capacity
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Patient satisfaction rating after implementation
