Luma Health Names Michael Chou SVP of Product to Accelerate Operational AI
San Francisco - Luma Health has appointed veteran product executive Michael Chou as Senior Vice President of Product to speed development of its AI-native platform for healthcare operations. Chou will lead AI product strategy, execution, and integration across Luma's end-to-end platform-focused on reducing friction, cutting costs, and easing patient frustration with measurable outcomes.
Why this matters for product leaders
- End-to-end ownership over recommendations: Luma builds AI that doesn't stop at surfacing insights-it completes the next step, from access and appointment readiness through financial workflows.
- Execution in high-stakes environments: Chou's background centers on mission-critical systems with strict requirements, complex permissions, and deep integrations-exactly how health systems operate.
- ROI over novelty: The charter is practical automation that proves value in throughput, cost-to-serve, and patient satisfaction-without adding work for staff.
- Platform-first thinking: Expansion of Luma's Spark platform prioritizes reusable services, integration depth, and governance so teams can ship fast without trading off safety.
Chou's product track record
An early investor and long-time advisor to Luma, Chou brings decades of experience scaling software into systems of record across high-stakes industries. He has repeatedly taken zero-to-one products through inflection points to durable growth.
- Multiple VP and senior head of product roles at Salesforce, including leadership of the fastest-growing product in the company's history.
- Chief Product Officer at BuildOps, an AI-driven field service management platform for commercial contractors, helping the company reach unicorn status and secure a $127M investment.
- VP of Product Management at Okta, where he led the company's entry into Zero Trust Privileged Access Management and built identity solutions for the U.S. federal government. For context on Zero Trust, see NIST's guidance: NIST SP 800-207.
- SVP of Product at Convex (acquired by ServiceTitan), a dynamic sales intelligence and engagement platform for commercial services.
What Luma is building next
Luma's R&D roadmap centers on operational AI that accelerates real work-automating access, pre-visit readiness, and revenue processes end-to-end. Unlike many AI tools that present information and hand work back to staff, Luma executes next steps without human intervention where appropriate, with auditability and controls.
As Luma expands its Spark platform, Chou's team will apply a decade of real-world patient engagement and EHR integration experience to ship new solutions that reduce administrative burden and improve results. Interoperability will remain key-think standards like HL7 FHIR to meet health system integration requirements at scale.
In their words
"Michael has spent his career building exactly what healthcare needs right now: smart platforms people can trust to get work done," said Adnan Iqbal, Luma's CEO and co-founder. "He understands end users' needs and has a proven track record in building products that deliver measurable ROI in industries where there's no room for error. We're thrilled to have his execution experience and thoughtful perspective on board."
"I've been so impressed with how Luma is solving the day-to-day bottlenecks that affect access to care, staff workload, and financial performance for health systems," Chou said. "Beyond the product, I've been equally impressed by Luma's culture and exceptional team prioritize execution, accountability, and trust. I believe strongly in this mission and team, and I'm ready to continue Luma's growth as the defining operational AI platform."
What product teams can expect
- Clear OKRs: Time-to-schedule, appointment readiness, no-show reduction, staff hours saved, and revenue cycle throughput as primary north-star metrics.
- Automation that closes loops: AI that books, confirms, routes, and escalates-paired with human fallbacks, audit logs, and explicit permissions.
- Integration depth: EHR/EPM interfaces treated as first-class features, with resilient sync, conflict handling, and recovery patterns built in.
- Safety and governance: Role-aware experiences, data minimization, and traceable decisioning embedded into workflow design.
- Shipping cadence: A roadmap biased toward incremental, measurable releases over big-bang launches so health systems can adopt safely and see value quickly.
Luma is doubling down on operational AI
For nearly a decade, Luma has focused on automating the operational sludge that slows care delivery. With Chou's leadership, expect deeper execution on messy workflows, complex permissions, and integration-heavy use cases-where reliability is non-negotiable and outcomes are verifiable.
Learn more
Explore how Luma drives measurable outcomes for health systems: www.lumahealth.io
Media contact: lumahealth@nextpr.com
About Luma Health
Luma Health's operational AI platform eliminates bottlenecks to make health systems more efficient-from front door access to back-office workflows. Headquartered in San Francisco with R&D centers in the United States, Brazil, and Europe, Luma serves more than 1,000 healthcare organizations across the United States, Canada, the United Kingdom, and the Caribbean, supporting the care experiences of over 100 million patients.
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