Scaling high-quality care through ambient documentation with AWS

As demand for virtual behavioral health continues to accelerate, care teams are being asked to serve more members without sacrificing clinical quality or human connection. In substance use care especially, members share deeply personal experiences that require presence and sustained focus from their clinicians.

Over the past few years, Pelago’s member base has grown nearly 10x, expanding access to specialized care nationwide to 4 million+ covered lives. But growth also increases the documentation and care coordination required to support each member safely and consistently. 

To sustain growth while maintaining care quality, Pelago needed a way to reduce administrative burden without compromising clinical standings. Amazon Connect Health, a purpose-built agentic solution for healthcare, became a critical part of its care delivery platform.

 

Reducing documentation burden, reclaiming clinical time

Pelago’s approach to AI is intentional and care-centered. As part of its broader AI-native strategy — including the introduction of Atlas — Pelago is embedding Amazon Connect Health directly into clinical workflows to support consistency, reduce administrative burden, and ensure insights from each session inform the entire member journey. 

This builds on Pelago’s success using AWS’s ambient documentation capability, which has become a foundational tool for these workflows. By automating post-call documentation and generating structured session notes, AWS’s ambient documentation capability has enabled our clinicals to focus more fully on members during sessions. 

Since implementation, Pelago has reduced post-call documentation time significantly, reclaiming approximately 160 clinician hours per month. And care team feedback reports that notes have served as a standardized high-quality starting point, requiring fewer edits, and their workflows feel more manageable throughout the day.

 

Supporting quality of care at scale

With AWS’s ambient documentation notes embedded into clinician workflows, Pelago is able to:

• Operationally scale
  More than 30k + sessions automatically scribed, supporting rapid growth without proportional staffing increases
• Ensure clinical quality
  Higher percentage of notes meeting completeness and QA standards, with fewer edits required post-session
• Maintain a high member experience
  Pelago recently achieved its highest NPS to date, supported by care teams who are more present, focused, and engaged during sessions

 

A shared vision for AI-enabled care delivery

By using AWS’s ambient documentation capability, Pelago demonstrates how AI can be responsibly embedded into clinical workflows — enhancing, not replacing, the human elements of care.

“We are delighted to see the results Pelago Atlas has been able to achieve using AWS’s ambient documentation capability,” said Himanshu Joshi, Health AI Product Leader AWS. “Leveraging AI agents has helped Pelago’s team scale high-quality, human-centered care to thousands of their members, all while preserving clinical integrity. We look forward to seeing how Pelago’s team and their members continue to benefit from our point of care focused agents as part of Amazon Connect Health.”

“This capability has reduced documentation time, allowing our clinicians to be more present with members. The structured AI notes improve efficiency and quality, and while clinician review remains essential, the tool has helped us scale while keeping the focus on exceptional care,” said Juliette Ballough, VP Care Delivery at Pelago.

 

As Pelago and AWS continue their collaboration, both teams see opportunities to further evolve AI-assisted documentation — supporting nuanced clinical needs, improving accuracy over time, and enabling new models of care delivery at scale.