Patient verification agent
The Patient verification agent provides secure, conversational identity verification through real-time EHR integration and configurable multi-attribute authentication such as date of birth and phone number. It provides patient profile lookup based on incoming call number and eliminates manual lookup by contact center staff. This agent collects and verifies patient identity through self service for caregivers on behalf of a patient.
The Patient verification agent eliminates time-consuming manual EHR lookups by automating the identity verification process. It queries Epic FHIR APIs in real time to match and verify patient records during the call.
Capabilities
The Patient verification agent provides the following capabilities:
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Real-time patient identity verification – Verifies patient identity through Epic FHIR APIs.
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Configurable multi-factor authentication – Supports verification using phone number, medical record number (MRN), date of birth, zip code, and Social Security number (SSN).
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LLM-based safety guardrails – Detects safety concerns, frustrated patients, and complex requests.
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Intelligent escalation to human agents – Escalates to human agents with full verification context.
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24/7 availability – Provides around-the-clock availability for routine verification tasks.
Customization options
You can configure the Patient verification agent to match your organization’s verification requirements. To customize the agent, choose Customize on the Agent setup card in the Amazon Connect Health console.
You can configure the following settings.
- Verification attributes
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Choose which factors are required for authentication, such as MRN, date of birth, zip code, or last four digits of SSN.
After you configure the settings, choose Publish to apply the changes.
Consent and patient notification
Amazon Connect Health patient engagement uses AI to capture and transcribe conversations in real time. Because this feature records spoken communications that may contain protected health information (PHI), customers and their downstream integrators are responsible for complying with all applicable consent, recording, and privacy laws. This includes obtaining all legally required consents before enabling ambient documentation for any patient encounter.
AWS’s patient engagement agent provides the following language at the outset of each interaction:
"Hi, I’m your AI assistant. This call may be monitored and recorded by your health care provider and its service providers to improve their services."
