Amazon Connect with AMPGS® Reimagine CX for Healthcare

Our Amazon Connect implementation service combines AWS’ enterprise-grade contact center platform with TEKsystems Global Services’ (TGS) healthcare-specific methodologies to deliver HIPAA-compliant patient communication solutions. This cloud-native platform enables healthcare organizations to streamline patient access, improve HCAHPS scores and reduce administrative burden while maintaining strict PHI security standards.

Key Benefits for Healthcare Organizations

• Enhanced Patient Access: Reduce appointment scheduling time by up to 40% with intelligent routing and self-service capabilities.
• HIPAA-Compliant Architecture: Maintain PHI security with end-to-end encryption, audit trails and BAA-backed infrastructure.
• Clinical Workflow Integration: Seamlessly connect with Epic, Cerner, and other EHR systems for unified patient interactions.
• Reduced Operational Costs: Achieve up to 30% cost savings through automation of routine inquiries and optimized staffing.
• Improved HCAHPS Scores: Enhance patient satisfaction metrics through personalized omnichannel engagement.

Healthcare-Specific Use Cases

• Integrated Health Systems: Centralized patient access across multiple facilities with skills-based routing for specialties
• Hospital Networks: Automated appointment reminders, pre-registration, and insurance verification workflows
• Specialty Practice: Telehealth integration with secure video consultations and clinical decision support
• Health Plans: Member services automation with benefits verification and prior authorization support
• Clinical Contact Centers: Nurse triage lines with protocol-driven workflows and EHR integration

How It Works

1. HIPAA Risk Assessment: Analyze current patient communication workflows and identify PHI handling requirements.
2. Healthcare Architecture Design: Create secure, compliant blueprints aligned with HITRUST CSF and NIST 800-66 standards.
3. Clinical Systems Integration: Connect with EHR, practice management, and revenue cycle systems using HL7/FHIR protocols.
4. Patient Journey Optimization: Deploy healthcare-specific contact flows for scheduling, clinical support, and billing inquiries.
5. Compliance Validation: Ensure adherence to 42 CFR Part 2, state privacy regulations, and organizational policies.

Why TEKsystems Global Services

As an AWS Premier Tier Services Partner with Healthcare Competency and Amazon Connect Service Delivery expertise, we understand the unique challenges of patient communication in regulated environments. Our AMPGS® Reimagine CX solution leverages pre-built healthcare modules including appointment scheduling, insurance verification and clinical routing workflows. With experience implementing solutions for leading health systems processing millions of patient interactions annually, we help organizations achieve measurable improvements in patient access, clinical efficiency and revenue cycle performance while maintaining regulatory compliance.