Amazon Connect Health

Amazon Connect Health is an agentic AI platform built for healthcare providers and health technology developers. It handles patient scheduling, clinical documentation, and medical coding alongside clinical and administrative teams, with the stated goal of giving patients faster access to care, clinicians more time for direct patient interaction, and staff capacity for more specialised work.

The platform is designed for deployment in days rather than months, using native EHR integrations, Amazon Connect integrations, and a fully managed unified SDK. It is built with healthcare-specialised AI and provides full traceability for every insight, clinical note, and medical code to support efficient review and verification by human staff.

Patient Engagement Capabilities

• Pre-integrated into Amazon Connect, allowing deployment within an existing Amazon Connect instance with real-time EHR access.
• Patient verification (generally available): Delivers conversational patient identity verification through real-time EHR access, eliminating multi-step manual record lookup for contact centre staff. Verification attributes are customisable based on organisational security standards, and safety guardrails are applied to every interaction.
• Appointment management (preview): Handles scheduling via natural language voice with real-time EHR access and insurance eligibility checks. Supports 24/7 patient access to scheduling, rescheduling, and cancellations, diverting appointment-related calls away from contact centre staff.
• Verification requirements and appointment capabilities can be customised based on security standards, patient populations, and operational requirements.

Point of Care Capabilities

• Available via a unified SDK for health technology developers, enabling integration directly into EHRs, applications, or existing workflows.
• Patient insights (preview): Surfaces visit-specific information including patient summaries, health events since the last visit, and Hierarchical Condition Category (HCC) recapture from longitudinal records, reducing time spent reviewing patient history before a visit.
• Ambient documentation (generally available): Generates clinical notes from patient-clinician conversations in real time, automatically formatting them into existing EHR templates. Also drafts patient-friendly after-visit summaries for clinician review. Supports 22+ specialties with real-time streaming.
• Medical coding (gated preview): Generates ICD-10 and CPT codes from clinical notes, with audit-ready source traceability and confidence scores to enable rapid validation by clinicians or medical coders. Can be used alongside the ambient documentation capability or with other clinical notes. Intended to accelerate revenue cycles and reduce claim denials and errors.

Reported Customer Outcomes

• Netsmart reported a 275% increase in ambient documentation adoption across more than 1,300 client organisations following deployment, with providers spending less time on administrative tasks.
• One Medical has used ambient documentation across more than one million visits and is expanding to intelligent medical coding.
• Veradigm has integrated the ambient documentation capability into its EHR and reports daily time savings for clinicians, with plans to expand to medical coding and patient insights agents.
• UC San Diego Health, which handles 3.2 million patient interactions annually, reported saving 1 minute per call, diverting 630 hours weekly from patient verification tasks, and reducing call abandonment rates by 30%, with reductions as high as 60% in some departments.

Amazon Connect Health is deployed as a fully managed service on AWS infrastructure. It integrates natively with Amazon Connect for contact centre use cases and is accessible to health technology developers via a unified SDK for embedding capabilities into existing EHR systems and clinical workflows. The platform is positioned within the Healthcare and Life Sciences segment of AWS.