Healthy as Tech Episode 13 - How AWS Is Helping Healthcare Call Centers Cut Patient Wait Times & Overhead

Healthy As Tech Talks

When patients call with urgent medical needs, the last thing they should experience is elevator music and long hold times. However, with healthcare staff shortages, complex care coordination, and agents navigating multiple systems, even the most committed healthcare teams struggle to keep up.
In this Healthy as Tech talk, Eric Schuller, Executive Cloud Advisor at Optimum Healthcare IT, and Ken Daugherty, Consulting Specialist CXE at AWS, discuss how Amazon Connect is bringing Amazon’s consumer-grade user design to patient access and creating better experiences for patients, agents, and providers alike.
In this episode, we explore:

• Why the traditional contact center model is no longer meeting healthcare’s demands
• How cloud-native AI tools are creating the fast and personal experiences patients crave
• How prioritization and smart routing make escalations and provider access seamless
• How HIPAA-ready sentiment analytics are redefining compliance and care quality
• How to scale capacity up or down without added overhead with pay-per-use pricing

If you’re an IT or operations leader looking to create better patient and agent experiences, reduce overhead, and streamline communication and data-sharing across your organization, this talk is for you.
Want to explore how Optimum Healthcare IT can help your organization expand its cloud strategy with Amazon Connect and other healthcare-centric cloud solutions? Reach out to our team or learn more about our cloud transformation services.