Elevated, Consistent Patient Portal Support — 24/7/365

Patients expect immediate help with their portal any time of day. Agentic AI makes that possible — resolving routine requests instantly, routing complex issues to healthcare-trained analysts, and delivering consistent service quality every shift, every day.

REQUEST A CONVERSATION

The Outcome

Reduce Patient Frustration

Your patients get immediate resolution — 24/7, over voice — for the issues that flood your queue: password resets, account activations, username recovery, access troubleshooting. No hold times. No inconsistency between shifts. No after-hours gaps.

Free Your Analysts to Focus on Higher-Value Work

Your analysts stop answering the same questions hundreds of times a day and start delivering informatics over the phone for the interactions that require clinical context.

Deliver Better Support

Service quality stays elevated around the clock. Patients access their health information when they need it. Your best people focus on your hardest problems.

How it Works

Immediate Resolution at Scale

Agentic AI on Amazon Connect resolves routine portal contacts end-to-end — no queue, no hold, no human needed. Up to 60% of volume never reaches an analyst.

Informatics When It Matters

Complex issues, sensitive conversations, and escalations route instantly to healthcare-trained analysts who understand your EHR — not a ticket queue.

Compounding Value Over Time

AI-driven QA evaluates 100% of contacts. NLP routing eliminates legacy IVR menus. Every month, more volume resolves automatically. The decision to partner gets more valuable — not less.

Results

24/7/365

Always-on patient access — consistent quality regardless of time or staffing

~60%

Of routine portal volume resolved by AI — no human touch needed

92.5%

Quality score across all AI-handled interactions

95%+

First-contact resolution on complex cases reaching analysts

What's Included

24/7/365 Agentic AI resolution for login, access, activation, and account issues
Live analyst support with Epic MyChart expertise, plus experience supporting Oracle Health, MEDITECH, and other leading patient portal platforms for navigation, billing, and complex cases
100% AI-powered quality assurance — every contact scored, not 2% sampled
Sentiment analysis and real-time coaching insights
Unified analytics dashboard with AI-driven recommendations
Pay for the support you use rather than fixed capacity, adapting to changing patient engagement demands while improving operational efficiency and managing costs

Why This Works in Healthcare

It’s purpose-built by an operating partner with three decades of healthcare IT experience at enterprise scale, bringing the Operator DNA needed to configure AI for clinical workflows, HIPAA compliance, and EHR integration.

Patients receive a service experience that feels elevated, not automated. Analysts spend less time managing repetitive requests and more time supporting complex needs. And leadership gains operational certainty that extends beyond business hours, weekends, and staffing challenges.

Expansion Ready

The possibilities are endless. Scale into operations, billing access, and much more.

Appointment Scheduling | Pre-Registration | Billing Inquiries | Eligibility Verification | Proactive Outreach

LEARN MORE ABOUT AWS

See what always-on, AI-elevated portal support looks like for your organization.

Request a conversation.