Amazon One Medical has introduced a new Health AI assistant designed to simplify how patients manage care, understand health information, and take action—marking a notable shift toward agentic AI in consumer health services.

Launched today inside the One Medical app, the AI-powered assistant provides 24/7 personalized health guidance, helps members book appointments, interpret lab results, renew prescriptions, and connect directly with their care team when clinical judgment is required. The system is co-developed with One Medical’s clinical leadership and is designed to complement—not replace—human providers.

The rollout comes alongside two related updates: expanded pay-per-visit telehealth for children and new Amazon Pharmacy features that simplify medication management for caregivers and Medicare customers. Together, the announcements signal Amazon’s broader strategy to connect AI, care delivery, and pharmacy services into a single, coordinated experience.

Available now to Amazon One Medical members, the Health AI assistant draws on a patient’s medical history, lab results, and active medications—all protected with Health Insurance Portability and Accountability Act (HIPAA)-compliant privacy and security safeguards—to deliver guidance tailored to their specific health context. Unlike general-purpose health chatbots, the assistant does not require users to manually upload records or re-enter information from multiple providers.

Within the One Medical app, Health AI can:

According to Amazon, interactions with the Health AI assistant follow HIPAA-compliant privacy and security safeguards, and conversations are not automatically added to a patient’s medical record. In addition to HIPAA-compliant safeguards, Amazon says Health AI data is protected through strict administrative, physical, and technical controls, including encryption technology and tightly restricted access to medical records. The company also states that it does not sell members’ personal data, including protected health information.

“The U.S. health care experience is fragmented, with each provider seeing only parts of your health puzzle,” said Neil Lindsay, senior vice president of Amazon Health Services. “Health AI in the One Medical app brings together all the pieces of your personal health information to give you a more complete picture—helping you understand your health and supporting you in getting the care you need.”

A central theme across Amazon’s announcement is that Health AI is intended to support the patient-clinician relationship, not bypass it.

The assistant is built to recognize when a situation requires human expertise and can route patients to their care team through secure messaging, video visits, or in-person appointments. In higher-risk or sensitive scenarios, the system follows clinical protocols and escalates appropriately. For example, if a member reports concerning symptoms or meets clinical criteria that warrant in-person evaluation, Health AI can recommend the appropriate level of care and automatically book a virtual or in-person appointment—sometimes for the same or next day, or within minutes when needed.

“Even as AI capabilities expand, the patient-clinician relationship—built over time and rooted in shared humanity—remains crucially important and irreplaceable,” said Dr. Andrew Diamond, chief medical officer at One Medical. He added, “Our Health AI enhances this relationship by helping members understand their health information and manage their routine health tasks, coaching them to stick to their health program, and quickly connecting them to their trusted providers when they need the care and expertise of a human clinician.”

From a product standpoint, this positioning matters. The images shared alongside the announcement reinforce that Health AI functions less like a chatbot and more like a care coordinator, embedded directly into existing workflows such as visit summaries, lab explanations, and medication management.

Alongside the Health AI launch, Amazon One Medical also expanded its pay-per-visit telehealth offering for children ages 2 to 11, targeting families who need fast, affordable care without committing to a full membership.

Parents and guardians can now access certified family care providers for conditions including:

Message-based and video consultations are offered on a pay-per-visit basis and do not require insurance, a Prime membership, or a One Medical membership.

“As a parent, I am all too familiar with taking a child who doesn’t feel well to urgent care and waiting too long, only to spend ten minutes with a clinician,” said Bergen Elsa, general manager for Amazon One Medical Pay-per-visit. “This service makes it easier for families to connect with trusted family care providers, day or night, saving time and money while providing peace of mind to parents and helping kids feel better sooner.”

The service is positioned as a complement to pediatric care, not a replacement—addressing what Amazon describes as the “in-between” moments when parents need quick guidance without urgent care wait times.

Each consultation includes a personalized treatment plan and prescriptions when clinically appropriate. Prescriptions can be filled through Amazon Pharmacy or the pharmacy of a family’s choice.

To begin a visit, parents or guardians browse eligible conditions at health.amazon.com/children and select a message-based or video consultation. They are then prompted to create an Amazon Health minor profile, allowing them to manage their child’s care within their account.

Before the consultation, parents complete a brief intake form describing their child’s symptoms and medical history. Amazon One Medical then connects the family with a board-certified family practice physician or a licensed family nurse practitioner, who reviews the information and follows up with a treatment plan after the visit.

Amazon says the pay-per-visit option is designed for families without insurance, those who prefer not to use insurance for occasional care needs, or parents seeking timely guidance outside of traditional office hours. Visits can be paid for using a credit card, Flexible Spending Account (FSA), or Health Savings Account (HSA).

The Health AI assistant is closely tied to Amazon’s growing pharmacy services, and Amazon Pharmacy announced two updates aimed at simplifying medication management.

According to AARP, 1 in 5 adults in the U.S., or roughly 53 million people, are caring for an aging family member. U.S. adults also spend the equivalent of an eight-hour workday each month coordinating health care for themselves and their families, with medication management often cited as one of the most complex tasks.

To address this, Amazon Pharmacy introduced a new caregiver feature that allows customers to securely invite trusted individuals to help manage prescriptions. To set up caregiver access, customers can send an invitation using a mobile phone number. The invited caregiver receives a secure link via SMS and, after confirming basic details such as the customer’s date of birth, can begin managing medications through their own Amazon account.

Once verified, caregivers can place orders and manage medications on behalf of their loved ones through their own Amazon Pharmacy accounts, rather than sharing login credentials.

Amazon also expanded access to PillPack, its pre-sorted medication service, for customers with Medicare Part D. PillPack is designed for people taking two or more ongoing prescriptions, delivering monthly shipments of personalized medication packets labeled by date and time, reducing the need to manage multiple pill bottles and helping patients follow prescribed dosing schedules more consistently. Amazon says the expansion makes PillPack available to more than 50 million Medicare beneficiaries who manage multiple daily medications, allowing eligible customers to use their insurance for the service.

Customers can enroll in PillPack through their Amazon Pharmacy account by selecting eligible medications and confirming insurance and delivery details, after which medications are delivered in pre-sorted packets on a recurring schedule. Amazon Pharmacy coordinates refill schedules so multiple prescriptions arrive together each month and provides delivery updates by text or email. Prime members in select U.S. cities, including Los Angeles, New York City, and Seattle, are also eligible for free same-day medication delivery.

“Caregiving comes with enormous responsibilities, and managing multiple medications is one of the most challenging aspects,” said Tess Carey, senior pharmacist at Amazon Pharmacy. “Amazon Pharmacy’s new caregiver feature provides a secure, streamlined way for trusted individuals to help manage prescriptions and place orders 24/7, when and where convenient for them—all through their own Amazon accounts. This ensures medications arrive on time, giving both caregivers and patients greater peace of mind.”

Use of the Health AI assistant is optional and available to Amazon One Medical members through the One Medical app. Members who prefer not to use the feature can continue accessing the standard app experience by navigating to the main “Home” view.

The Health AI assistant was tested with select members in beta beginning in early 2025 and is now live for all One Medical members. The feature is powered by AI models hosted on Amazon Bedrock.

While a One Medical membership is not required for scheduled in-person or remote appointments, membership can be added as a Prime benefit for $9 per month or $99 per year for Amazon Prime members, or purchased directly through One Medical.

Amazon One Medical’s pay-per-visit telehealth service for children ages 2 to 11 is priced per consultation, with message-based visits starting at $29 and video visits costing $49. Insurance, Prime membership, and One Medical membership are not required to use this service.

Pay-per-visit pricing applies only to stand-alone telehealth consultations on Amazon.com, while families who want ongoing access to a pediatrician or family care provider may choose a One Medical membership for continued in-person and virtual care.

Amazon Pharmacy accepts most insurance plans, including Medicare Part D nationwide and Medicaid in select states. For customers paying without insurance, Amazon says Prime members can save up to 80% on thousands of generic and branded prescriptions through Prime savings programs, with no additional fees beyond the Prime membership.

The PillPack service is free for Amazon Pharmacy customers and includes monthly delivery of pre-sorted medication packets, along with 24/7 access to a pharmacist.

Q: What makes Amazon One Medical’s Health AI assistant different from other health chatbots?
A: Unlike general-purpose health chat tools, Health AI is grounded in a patient’s actual medical history, lab results, and active medications. It doesn’t just provide information—it can take action, such as booking appointments, renewing prescriptions, or routing patients to appropriate care.

Q: Does the Health AI assistant replace doctors or clinicians?
A: No. Amazon explicitly designed Health AI to complement—not replace—the patient-clinician relationship. The system recognizes when human clinical judgment is required and seamlessly escalates care to providers via messaging, video visits, or in-person appointments.

Q: How does Amazon address safety and privacy concerns?
A: Health AI operates under HIPAA-compliant privacy and security standards. Conversations are not automatically added to medical records, health data is encrypted and access-controlled, and Amazon states it does not sell members’ personal health information.

Q: Who can use the Health AI assistant?
A: The Health AI assistant is available to Amazon One Medical members through the One Medical app. Membership can be added as a Prime benefit or purchased separately.

Q: How do the children’s telehealth and pharmacy updates fit into this launch?
A: The pay-per-visit pediatric care and Amazon Pharmacy enhancements extend the same philosophy—offering faster access to care for children and simpler medication management for families, caregivers, and Medicare patients.

Amazon’s latest health updates highlight how artificial intelligence is beginning to move beyond information and into the day-to-day coordination of care, particularly for patients who struggle with fragmented systems, limited availability, or inconsistent follow-up.

Most digital health tools today stop at information or virtual visits. Amazon’s approach goes further by linking AI-driven guidance directly to appointments, prescriptions, and pharmacy fulfillment within a single experience. For patients, this reduces the need to navigate multiple apps, portals, or phone calls just to move from a question to actual care.

The implications are particularly relevant for families, caregivers, and patients in rural or underserved areas, where access to clinicians and pharmacies can be limited or time-consuming. On-demand pediatric care, caregiver-managed prescriptions, and pre-sorted medications delivered to the home address practical barriers that often delay treatment or complicate adherence.

At the same time, Amazon is positioning this system with clear boundaries: clinicians remain central to decision-making, sensitive cases are escalated appropriately, and privacy controls give patients agency over how their information is used. Rather than replacing providers, the AI functions as a coordinator—helping people reach the right care more efficiently.

For the healthcare industry, the rollout offers a concrete example of how agentic AI can operate responsibly at scale, connecting care, data, and logistics without removing humans from the loop. For patients, it reflects a broader shift toward healthcare that is not only digital, but connected, accessible, and easier to act on.

Editor’s Note: This article was created by Alicia Shapiro, CMO of AiNews.com, with writing, image, and idea-generation support from ChatGPT, an AI assistant. However, the final perspective and editorial choices are solely Alicia Shapiro’s. Special thanks to ChatGPT for assistance with research and editorial support in crafting this article.