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Luna Playbook - Onboarding and Operations

Welcome to Luna AI! This playbook will guide you through the onboarding process for our adaptive intelligent and smart autonomous AI agent. Luna AI is designed to empower your healthcare organization by answering inbound calls, automating repetitive tasks, and reducing the burden on your staff and clinicians.

I. Onboarding Team Instructions:

Introduce Luna AI: Explain Luna AI's capabilities and benefits to the team. Emphasize its role in improving efficiency, patient satisfaction, and reducing staff workload.

Provide Access: Grant team members appropriate access levels to Luna AI's system and dashboard (looker)

Training: Conduct comprehensive training sessions covering:

System Navigation: How to navigate Luna AI's interface, access features, and interpret data.

Call Handling: How Luna AI handles different call scenarios, including new patients, existing patients, appointments, referrals, prescription refills, and general inquiries.

Task Automation: How Luna AI automates tasks like appointment scheduling, reminders, and follow-ups.

Emergency Protocols: How Luna AI handles urgent situations and escalates calls to on-call staff when necessary.

Reporting and Analytics: How to access and utilize Luna AI's reporting features to track key metrics and identify areas for improvement.

Q&A and Support: Encourage questions and provide ongoing support to address any concerns or challenges during the onboarding process.

II. Customer Intake or Questionnaire:

To tailor Luna AI to your specific needs, please complete the following questionnaire:

Practice Information:

Name of practice

Specialty

Number of clinicians

Average daily call volume

Current call handling process

Patient Demographics:

Typical age range of patients

Common reasons for calling

Preferred communication channels

Workflows and Preferences:

New patient intake process - office hours and out-of-office hours

Established patient appointment scheduling protocols

Est patient Prescription refill procedures

After-hours and weekend call handling

On-call schedules and escalation procedures

Integration Requirements:

Existing electronic health record (EHR) system

Stand-alone - data sync

Integration - HL7 vs.

Other relevant software or platforms

Key Performance Indicators (KPIs):

What metrics are most important to your practice (e.g., call resolution rate, patient satisfaction, appointment booking rate)?

III. Luna AI Workflows:

A. New Patients:

Greeting and Information Gathering: Luna AI answers the call with a friendly greeting, identifies the caller as a new patient, and collects necessary information (name, contact details, reason for calling).

Scheduling: Luna AI offers suitable appointment slots based on the patient's needs and clinician availability.

Intake Forms: Luna AI sends digital intake forms to the patient via email or SMS.

Confirmation and Reminders: Luna AI confirms the appointment and sends automated reminders.

B. Existing Patients:

Caller Identification: Luna AI identifies the patient based on their phone number and accesses their records, including their current established physician on record.

Request Handling: Luna AI addresses the patient's request, whether it's scheduling an appointment, refilling a prescription, or asking a general question.

Personalized Communication: Luna AI uses the patient's history and preferences to provide personalized responses and recommendations.

C. After Hours and Weekend:

Availability Notification: Luna AI informs callers that the practice is currently closed and provides information about regular business hours.

Emergency Handling: For urgent situations, Luna AI follows pre-defined protocols to escalate the call to the on-call clinician or service.

Message Taking: Luna AI can take messages and relay them to the appropriate staff member.

D. On-Call Workflow:

Call Routing: After-hours and weekend calls are routed to Luna AI.

Urgency Assessment: Luna AI assesses the urgency of the call based on keywords and caller input.

Escalation: If necessary, Luna AI contacts the on-call clinician according to the predefined schedule and escalation procedures.

Secure Messaging: Luna AI facilitates secure communication between the caller and the on-call clinician.

Documentation: Luna AI logs all on-call activity for tracking and reporting purposes.

IV. Continuous Improvement:

Luna AI continuously learns and adapts to your practice's needs. Regularly review performance data, gather feedback from your team and patients, and make adjustments to optimize Luna AI's effectiveness.

By following this onboarding playbook and collaborating closely with our support team, you can successfully integrate Luna AI into your practice and experience the transformative benefits of AI-powered automation.

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