Choosing the Right Amazon Connect Partner for Your Healthcare Organization

For healthcare organizations planning to migrate to Amazon Connect, selecting the right implementation partner is a decision with serious implications for patient satisfaction and operational efficiency. 

The right partner can’t just be a vendor. They must be an expert with hands-on experience with Amazon Connect and one that understands healthcare’s unique challenges.  

Before choosing a partner, here are some questions you should ask.  

What to Look for in an Amazon Connect Partner 

Do They Use Amazon Connect in Their Own Operations? 

A partner who has their own contact center operations and actively uses Amazon Connect in their own contact center brings practical expertise to your healthcare implementation. Their daily use of the platform’s features, such as intelligent routing and AI-driven analytics like Contact Lens, shows they understand its capabilities. This hands-on experience delivers tangible benefits for your migration: 

• Faster Troubleshooting: Their familiarity with Amazon Connect allows them to quickly identify and resolve issues during setup, preventing delays in your high-stakes healthcare environment. 
• Familiarity with New Features and Functions: The number of features and functions released on Amazon Connect has been growing exponentially.  You should consider a partner that can leverage these features and functions in their own production environment before deploying it in yours. 
• Minimized Disruptions: Their expertise reduces implementation hiccups. They’ve been where you are, so they can help you avoid common pitfalls. 

Their experience will provide opportunities to decrease average talk time by optimizing call flows through automation. 

Do They Understand Healthcare’s Unique Needs? 

Healthcare demands specialized expertise to meet complex regulatory and operational challenges. A partner with proven healthcare experience ensures that Amazon Connect aligns with these needs, delivering efficient and patient-centric communication. Their expertise should cover critical areas like: 

• HIPAA Compliance: Configuring Amazon Connect to meet stringent HIPAA requirements, safeguarding patient data during every interaction, from triage calls to appointment scheduling. 
• Cybersecurity: Implementing security measures, such as encryption and secure access controls, to protect sensitive health information. 
• Omnichannel Support: Enablement of voice, chat, and messaging channels to match patient preferences. 
• EHR Integration: Integration of Amazon Connect with EHR systems and patient portals, enabling agents to access real-time patient data. 

This expertise ensures compliance and security while also delivering the best patients experience possible. 

Can They Optimize Your Operations? 

Top partners serve as strategic advisors during the build phase, customizing an Amazon Connect instance that maximizes healthcare efficiency from day one. They focus on key optimizations for your workflows: 

• Contact Center Reimagined: The first instinct for many people when implementing a new system is to try and mirror workflows from their existing system. This would be like designing an airplane and then expecting it to only fly above expressways to get from one major city to another.  Amazon Connect is so different from past call centers that you need a partner to help you re-imagine what is possible and start from scratch. This is the best way to take advantage of the efficiencies that Amazon Connect will bring.  
• Outbound Communications: Your partner should have proficiency in coordinating with the Patient Experience team. They should have experience building outbound campaigns via phone, email, and SMS that use the patient’s communication preferences from your EHR to reach your patients effectively.  
• Custom and Enhanced Call Flows: Your partner should help you get rid of cumbersome, outdated IVR menus and instead implement a true interactive experience. They should be able to design intelligent routing to prioritize urgent patient inquiries, direct questions to proper departments, send calls to bilingual agents, and more—all with the goal of getting the patient to right contact the first time.  
• EHR Optimization: A partner can analyze your current EHR workflows and find areas to implement new AI tools or other time-saving features.  

Can They Scale and Maintain Quality in Healthcare Settings? 

Healthcare contact volumes can vary significantly, especially during peak periods like flu season or public health crises. The right partner ensures Amazon Connect scales effectively while maintaining quality: 

• Scaling During Peaks: They configure Amazon Connect to handle volume spikes, such as during flu season or emergencies, ensuring patients always reach support while meeting service level agreements (SLAs) for response times.  Identifying opportunities to scale via automation is the key to not letting your agent pool size be a bottleneck. 
• Amazon Connect’s “pay-as-you-go" usage-based model prevents overpaying during quieter periods and keeps costs predictable during high-demand phases. Quality control, through real-time queue monitoring and agent performance reviews, ensures consistent patient experiences that are critical for retention and satisfaction. 

Why the Right Partner Matters

In healthcare, where every patient interaction can build or erode trust, the right Amazon Connect partner is a game-changer. They implement AI-driven tools to reduce staff workload and integrate advanced analytics to support value-based care, tracking outcomes to align resources with patient needs. 

Choosing the right partner turns your contact center into a powerhouse of trust, efficiency, and innovation. 

Ready to transform your healthcare communications? Partner with an Amazon Connect expert who has first-hand experience with the platform, deep healthcare expertise, and the ability to drive operational excellence at scale.