Case Study: First Choice Health Centers achieves 21% fewer no-shows and nearly 43% waitlist fill with Luma Health

First Choice Health Centers gained $127k in additional revenue from Luma's Smart Waitlist

First Choice Health Centers, one of Connecticut’s largest FQHCs, faced barriers to access including long specialty wait times, high no-show rates, and underused patient outreach channels. To modernize access and communication, First Choice partnered with Luma Health to update their website and patient workflows and to deploy Luma solutions such as a personalized LumaBot (“Scrubs”), SMS outreach, and Smart Waitlist functionality.

Luma Health implemented online scheduling, targeted SMS broadcasts, a reschedule option in confirmations, the “Scrubs” chatbot, and Smart Waitlist to better fill openings. The changes cut no-shows by 21%, filled nearly 43% of waitlist offers, accelerated appointments (patients seen in days instead of months), and generated $125K in revenue from Smart Waitlist, with an additional $50K annual reimbursement opportunity identified through SMS-driven Medicare program sign-ups.

First Choice Health Centers

Sean Murphy

Chief Financial Officer