NextGen Healthcare Launches NextGen Navigator to Cut Hold Times and Save Staff 2-3 Hours Daily
NextGen Healthcare launches NextGen Navigator, an AI agent that handles patient calls to cut hold times and ease front-office work. Early users save 2-3 hours per staff daily.
NextGen Healthcare Launches NextGen Navigator: An AI Customer Service Agent for Patient Access and Front-Office Efficiency
NextGen Healthcare has introduced NextGen Navigator, an AI-driven customer service agent powered by Luma, to handle routine inbound calls with natural, two-way conversation. The goal is simple: reduce workload on front-office teams, cut hold times, and help patients get answers faster.
Early results show healthcare organizations saving an average of 2-3 hours per staff member per day on manual communications, with improved access contributing to stronger operational and financial performance.
Why it matters for healthcare teams
- Reduces call volume handled by staff, freeing time for complex needs
- Shortens wait times and lowers call abandonment
- Cuts down on voicemails and portal messages by resolving common requests on the first call
What patients can do with NextGen Navigator
- Request medication refills
- Schedule, confirm, or reschedule appointments
- Get directions to the practice and clarify office hours
- Resolve other routine questions without waiting on hold
Key capabilities
- Intelligence: Conversational AI that understands intent and responds naturally for a smooth experience.
- Awareness: Goes beyond basic IVR routing, knows when to transfer to a human, and can trigger automatic follow-up if a call drops.
- Transparency: Staff maintain visibility into the AI agent's interactions at every step.
Bilingual support
The agent speaks English and Spanish, addressing the two most widely used patient languages in the U.S.
Leadership perspective
According to NextGen Healthcare leadership, Navigator adds to the company's integrated AI portfolio and supports a broader NextGen Closed Loop experience that connects patients and staff across access, communication, and follow-up.
"We can't wait for the NextGen customer community to see tangible results-more patients getting what they need and more staff time available for complex needs-from NextGen Navigator," said Aditya Bansod, co-founder and chief technology officer, Luma Health.
See it live
NextGen Healthcare clients can see demonstrations of NextGen Navigator powered by Luma at UGM 25, November 2-5.
Learn more
About NextGen Healthcare
NextGen Healthcare provides cloud-based healthcare technology and data solutions for ambulatory care, including EHR, practice management, and patient engagement tools. The company focuses on improving clinical quality and productivity, enhancing patient experience, and strengthening financial performance.
Contact
For media or inquiries: Anjali Bright - (731) 234-6422 - Abright@nextgen.com
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