Lumen Health operates 200 clinics across the Northeast, serving 1.2 million patients annually. As they scaled, administrative work was suffocating their clinical staff—pulling them away from the very thing they were trained to do: care for patients.
The Challenge#
By 2024, Lumen's clinicians were spending 40% of their workday on administrative tasks—filling out insurance forms, chasing approvals, sending appointment reminders, and chasing down patient information.
On average, each clinician spent 16 hours per week on paperwork. Insurance verification took 3-5 days per patient. Follow-up reminders were inconsistent, leading to a 22% no-show rate.
The team had tried multiple EHR add-ons and RPA tools. Nothing worked at the speed and scale they needed. Worse, every new tool created another silo that staff had to learn.
“
We had 7 different tools trying to solve the same problem. None of them talked to each other. Our clinicians were the integration layer—and they were burning out.
”The Solution#
Lumen partnered with Evolv Ai to roll out HIPAA-compliant AI agents across their entire network. The deployment happened in three phases over six months:
Phase 1: Patient Intake Automation
Agents now read patient intake forms (uploaded as scans or PDFs), extract structured data, and update the EHR automatically. What used to take a nurse 25 minutes per patient now happens in under 2 minutes—accurately.
Phase 2: Insurance Verification
A dedicated insurance agent queries payor APIs, validates coverage, checks for prior authorizations, and flags any issues. Verification time dropped from 3-5 days to 4 hours, with a 94% first-pass approval rate.
Evolv Ai agents integrate directly with Epic, Cerner, and 14 major insurance payors. All data processing happens within Lumen's HIPAA-compliant cloud environment, with full audit logs and zero PHI leaving the perimeter.
Phase 3: Appointment Lifecycle
Agents now handle the entire appointment lifecycle: confirmation calls, reminder texts, rescheduling requests, and post-visit follow-ups. The system adapts to each patient's preferred communication channel.
The Results#
After six months, the impact was undeniable—but the human story was even better.
Clinicians reclaimed 8 hours per week on average. They're now using that time to see more patients, deliver better care, and—critically—prevent burnout.
Specific Wins
- Clinician satisfaction: Up 41% (measured via internal NPS)
- Patient wait times: Reduced from 45 min average to 12 min
- Insurance denials: Down 73% due to upfront validation
- Revenue per clinic: Up 18% from increased patient throughput
- No-show rate: Cut from 22% to just 6%
The Compliance Win
Healthcare is unforgiving when it comes to compliance. Lumen needed a partner that could handle PHI with the same rigor as their own internal systems. Evolv Ai's architecture made this possible:
- All processing inside Lumen's VPC
- Zero PHI training data
- Full audit logs of every agent action
- SOC 2 Type II and HIPAA BAA in place from day one
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Evolv Ai passed our security review faster than any vendor we've worked with. Their team understood HIPAA before we even brought it up.
”What's Next#
Lumen is now expanding Evolv Ai usage in three directions:
- Clinical decision support — Agents that summarize patient histories before appointments
- Revenue cycle management — End-to-end automation from charge capture to collections
- Telehealth coordination — Agents that orchestrate multi-provider virtual visits
The bigger vision? Lumen wants to be the most efficient healthcare network in America—not by cutting corners on care, but by eliminating the busywork that's drowning their clinicians today.
"Healthcare is broken because we ask clinicians to do too much that isn't healthcare. Evolv Ai lets them be doctors again. That's the win." — Dr. Patricia Nguyen
