Case Study: Sun River Health achieves 86% fewer inbound calls and a 38% increase in portal adoption with Luma Health

Sun River Health has 1,000 fewer daily calls to their call center with Luma

Sun River Health, the largest FQHC serving over 250,000 patients across the Hudson Valley, New York City, and Long Island, faced high call volumes, low portal adoption, and inefficient refill workflows that strained its staff and call center. To streamline the patient experience and better connect patients to care, Sun River Health partnered with Luma Health and deployed Luma Health’s patient engagement and communication platform with white‑labeled EHR integration, website and SMS channels, and targeted campaigns.

Luma Health implemented multi-channel communication (website and text), direct portal links, EHR-integrated intake workflows, and a medication refill campaign, enabling patients to self-serve and staff to focus on care. As a result, daily inbound calls dropped from over 7,000 to fewer than 1,000 (an 86% reduction), patient portal adoption rose from 8% to 46% (a 38 percentage‑point increase), and 204+ medication refill requests were sent in a three‑month period, improving access while lowering call center costs.

Sun River Health

Carlos Ortiz

Deputy Chief Operating Officer