CASE STUDY
Illumma
The challenge
Before Linear, Illumma’s operations team managed patient communication and care coordination using a patchwork of disconnected tools. Their core challenges included:
Fragmented SMS and phone workflows through Spruce
Manual patient tracking in Google Sheets and ClickUp
Intake and forms managed externally via Kyruus + Athena
Disjointed follow-up and outreach without automation
Time-consuming coordination across front office and care team staff
With growing inbound volume and the need for consistent patient engagement, their staff was spending too much time on manual workflows— slowing response times and leaving patients behind.
Our solution
Linear Health deployed a single operating layer that unified communication, simplified workflows, and automated patient engagement—fully integrated with Athena.
Patient communication
Inefficient patient intake and registration
Centralized workflows for efficiency
Inbound Voice AI Agent
Intelligent call routing and voicemail deflection
Patient identity matching and scheduling triggers—without staff lift
Campaigns Automation
Recall and re-engagement campaigns
Auto-triggered outreach based on patient behavior and status
Patient communication
Replaced Google Sheets, Spruce, Kyruus, and ClickUp
One communication, intake, and coordination system across teams
The results
Empowered the Illumma team to focus on patients, not process
10+
hours saved per provider per week
60%
of inbound calls are handled without staff intervention
.
Reduction in no-shows and manual follow-ups
4+
systems consolidated into one unified platform
What Illumma Says
– Alli Waddell
CEO at illumma
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