AWS launches Amazon Connect Health, an AI tool for healthcare
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Amazon has introduced Amazon Connect Health, an AI solution built to handle the administrative work that often gets in the way of healthcare delivery. Built for healthcare providers and health technology developers, the platform integrates directly with Electronic Health Records (EHRs) used by clinicians for patient verification, appointment management, medical history reviews, clinical documentation and medical coding, while keeping humans in control at every step.
Amazon Connect Health is HIPAA-eligible and connects with electronic health record (EHR) software through Amazon Connect, AWS’s AI-powered customer experience solution. It provides patient verification, appointment management, patient insights, on-the-go documentation, and medical coding. When a case requires clinical judgement or involves a complex request, the system escalates to staff.
Early deployments indicate measurable operational impact. UC San Diego Health, which manages 3.2 million patient interactions annually, reports saving one minute per call, diverting 630 hours weekly from patient verification to direct patient assistance, and reducing call abandonment rates by 30%—reaching as high as 60% in some departments.
How does it help healthcare tech builders?
The patient engagement capabilities are pre-integrated into Amazon Connect and can be deployed within an existing instance with real-time EHR access in days. Organisations can customise verification requirements and appointment workflows based on security standards, patient populations and operational needs.
Patient verification (generally available) delivers secure, conversational identity verification through real-time EHR access, eliminating multi-step manual record lookups for contact centre staff. Verification attributes are customisable, with safety guardrails aligned to organisational requirements. Pricing is action-based, defined as one end-to-end patient conversation from activation to close, regardless of outcome.
Appointment management (preview) handles scheduling through natural language voice with real-time EHR access and insurance eligibility checks. It enables 24/7 scheduling, rescheduling and cancellations, diverting appointment-related calls from staff.
Patient insights (preview) surfaces visit-specific summaries, recent health events and Hierarchical Condition Category recapture from longitudinal records, reducing pre-visit preparation time.
Ambient documentation (generally available) generates clinical notes from patient-clinician conversations in real time, formats them into existing EHR templates and drafts after-visit summaries for review. It supports more than 22 specialities.
Medical coding (gated preview) produces ICD-10 and CPT codes from clinical notes with audit-ready traceability and confidence scores. It can function with ambient documentation or external notes.
The service is offered at $99 per user per month for up to 600 encounters per user monthly. Overage charges are $0.036 per minute beyond that limit. Patient verification is priced separately based on completed conversational actions.