Amazon has introduced Amazon Connect Health, a new agentic AI platform designed to automate administrative work across healthcare systems. The solution integrates with electronic health records (EHRs) to help manage patient verification, appointment scheduling, documentation, and billing tasks.
Healthcare providers often face heavy administrative workloads that reduce time available for patient care. According to Amazon Web Services, healthcare staff can spend as much as 80% of call time compiling information across multiple systems when assisting patients. Administrative complexity has also affected patient experience, with surveys showing that scheduling challenges and long wait times are a common reason patients switch providers.
Amazon Connect Health is built to address these inefficiencies by automating routine interactions while maintaining human oversight. The system can interact with patients in natural language and assist with tasks such as verifying patient identity, checking insurance eligibility, reviewing provider schedules, and booking appointments during a single call.
The platform combines Amazon Connect, AWS’s AI-powered customer experience service, with real-time connections to EHR systems. When a request requires clinical expertise or human judgment, the system can transfer the interaction to staff based on rules defined by healthcare providers.
AI Support Across the Care Journey
Amazon designed Connect Health to support clinicians before, during, and after medical visits. Before an appointment, the system reviews patient medical histories and compiles summaries that highlight relevant conditions, recent events, and long-term trends.
During visits, with patient consent, the AI can transcribe conversations between clinicians and patients and generate draft clinical notes in real time. Each element of the documentation can be traced back to the specific part of the conversation where it originated.
After the appointment, the platform generates patient-friendly summaries and prepares medical codes needed for insurance billing. The system links suggested codes to source evidence in medical records or conversation transcripts, allowing clinicians to review and finalize them quickly. According to Amazon, the process can reduce the time required to prepare billing documentation from hours or days to minutes.
Early deployments show measurable results. UC San Diego Health, which manages more than 3 million patient interactions each year, reported saving about one minute per call and redirecting roughly 630 hours per week from patient verification tasks to direct assistance. The health system also saw call abandonment rates decline by about 30%, with some departments reporting reductions of up to 60%.
Amazon One Medical has also deployed the technology across more than one million patient visits, using ambient documentation features to streamline clinical workflows.
Security and Responsible AI Design
Amazon said the system was built with healthcare-specific safeguards and privacy protections. AWS offers more than 130 HIPAA-eligible services and compliance certifications designed for healthcare organizations.
Amazon Connect Health uses evidence mapping, a feature that links AI-generated outputs to their original sources, such as conversation transcripts, medical records, or billing guidelines. The transparency allows clinicians to audit recommendations and verify information before finalizing documentation.
The AI models powering the platform were trained using healthcare-specific datasets and evaluated using multiple safety and accuracy checks, including clinician oversight and automated evaluation systems.
Amazon said the goal of Connect Health is to reduce administrative friction for providers while improving patient access to care, enabling clinicians to spend more time with patients and less time on documentation and scheduling tasks.
