Preparing for H.R. 1: How AI Call Centers Can Keep Patients Connected to Care

With provisions of H.R. 1, the One Big Beautiful Bill Act, taking effect on a staggered timeline, many patients may be uncertain when, whether or how their healthcare coverage will be affected. In addition to the estimated 10 million Americans who will lose coverage, others will face changes related to Medicaid funding and work requirements, eligibility for marketplace health insurance, gender-affirming care and other areas.

Healthcare payers and providers should prepare now for a surge in patient questions about coverage gaps and new requirements. For some patients, confusion could lead them to abandon care, creating health risks for individuals and lost revenue for providers. To minimize these disruptions while easing the burden on call center staff, healthcare leaders should explore how call center solutions with artificial intelligence can help.

Amazon Connect is a cloud-based platform that uses AI-enabled chatbots and omnichannel engagement to personalize support. It can also automate routine processes, such as appointment scheduling, and deliver data insights that boost efficiency. Payers and providers can leverage Amazon Connect to help patients navigate changes related to H.R. 1 and reduce the risk of call center employees becoming overwhelmed by call volume.

For example, AI chatbots can answer FAQs, estimate eligibility for patients at risk of losing coverage and help them complete new forms. For individuals facing more frequent verifications or new paperwork requirements, automated agents can ensure patients have the information they need; for instance, by texting them links to important documents. Organizations can also use these tools for proactive outreach by confirming coverage before a procedure, alerting patients to costs to avoid surprise bills and setting up payment plans in advance.

By automating specific interactions and providing a robust self-service option, chatbots improve the patient experience while freeing up call center agents to handle complex questions. Amazon Connect also supports agents by using AI to provide easy access to resources — including the exact text of H.R. 1 — so they can resolve calls more quickly.

Many healthcare organizations still rely on on-premises call centers that lack AI capabilities. Because Amazon Connect is consumption-based, organizations pay only for the minutes they use, so there is no significant upfront cost.

To determine the ROI of Amazon Connect for a specific environment, organizations need to assess call volume, anticipated costs and the potential savings they may achieve by reducing appointment no-shows or billing delays. CDW can help customers evaluate these factors, comparing Amazon Connect’s total cost of ownership with alternatives. We can also help with setup and configuration, new workflow development and ongoing management.

H.R. 1 may be a catalyst for call center modernization, but there are numerous benefits to a cloud-based, AI-enhanced solution. Healthcare organizations often face anticipated spikes in call volume; for example, during flu and back-to-school seasons and at tax filing deadlines, when patients seek annual spending summaries. Cloud-based solutions help organizations manage these peaks more smoothly with existing resources.

Amazon Connect also streamlines tasks such as appointment scheduling, patient billing and pharmacy refills. By offering patients seamless communication and a frictionless experience, providers can improve the patient experience while reducing no-show rates. Quite often, a modern call center solution quickly pays for itself.

The sweeping provisions of H.R. 1 will be impactful for patients, payers and providers. By adopting modern call center solutions that enhance patient engagement and communication, organizations can mitigate the risk that confusion and complexity might cause patients to discontinue their care. Proactive use of AI and automation can protect vulnerable patients while reducing the operational and financial strain on healthcare organizations.