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HIPAA-Compliant Call Center Services

Our healthcare call center and answering service partners are highly trained in HIPAA compliance. They understand the responsibility and urgency of the healthcare industry, and work to keep you—and your patients—safe.

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Protect Patient Information

Work with contact center solutions that safeguard all protected health information while streamlining your internal processes. Our partners specialize in providing phone- and computer-based service that meets all HIPAA requirements for information safety and security.

Data encryption safely stores all call interactions and locks patient data access, only to be used by approved healthcare providers or companies.

Enhance the Patient Experience

Our compassionate and composed contact center partners provide an effortless experience for all callers, regardless of need.

Improve patient satisfaction and mitigate risk while outsourcing the following:

  • Revenue cycle management
  • Clinical claims reviews
  • Utilization management
  • Membership services & more

HIPAA-Compliant Text Message & SMS Support

Outsource healthcare-related communications through a variety of secure text messaging options that follow HIPAA regulations.

Professional healthcare specialists can share fully encrypted private health information (PHI) to patients’ mobile devices with options for tracking message views, setting message expirations, and remotely wiping patient data from any device it’s been sent to.

Why You Need a HIPAA-Compliant Call Center

Outsourcing your healthcare services to our HIPAA-compliant partners allows you to offload and streamline time-consuming tasks while mitigating risk.

HIPAA-compliant contact centers offer ongoing compliance training, ensuring your dedicated call center agents are able to take more responsibilities off your plate.

Due to the number of data security measures in place within a HIPAA-compliant call center, they are significantly less likely to experience data breaches that expose sensitive information.

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What to Consider When Selecting a HIPAA-Compliant Call Center

HIPAA compliance is of the utmost importance when selecting a call center partner for a healthcare organization. This is why the partner you select must maintain adherence to HIPAA regulations for your organization’s and your patients’ security.To be HIPAA compliant, call center partners must meet privacy and security guidelines that establish how protected health information (PHI) can be recorded or shared. HIPAA privacy rules dictate procedures for the encryption and storage of data, as well as password protection.When selecting a HIPAA-compliant call center to work with, look for or ask about the following:
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What softwares do call center agents use?
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Is patient data locally stored, or does the partner utilize cloud-based data storage?
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What is the call center partner’s procedure for secure passwords, including generation, management, and updating passwords?
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How do agents communicate with patients? Are all lines of communication private, such as secure text messaging, phone lines for both inbound and outbound calls, emails, etc.?

Compliance with HIPAA regulations shouldn’t impact your partner’s ability to provide for your call center needs, such as appointment scheduling, customer support, and phone-based patient care. However, by finding and partnering with a HIPAA-compliant call center that you can rely on, your operational workflows will become significantly more streamlined, allowing in-house healthcare teams to focus on patients, and allowing patients to receive the remote follow-up and assistance they need.

Our Process

Needs Analysis
and Profile
Develop a deep understanding and creation of a blueprint of your company's outsourced requirements.
Outsourced Vendor
RFP Process
Create an RFP specific to your company’s requirements and then leverage our extensive BPO database to shortlist the contact centers that best meet the specifications.
Outsource Vendor Evaluation
We validate best fit contact centers and provide a set of specific outsourcing options and their related benefits.
Outsource Vendor Selection
We help facilitate and simplify the selection, coordination, and contract negotiations.

Find the Right Outsource Location for Your Business

HIPAA-Compliant Call Center FAQ

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Schedule a call with us

Does HIPAA apply to call centers?

Yes, HIPAA security rules apply to call centers, along with all doctors, nurses, patient advocates, and any other business associates involved in a patient’s health care.

Can you provide medical information over the phone?

Yes, medical information can be provided to approved parties over the phone.

To be HIPAA-compliant, a phone call to a patient by a covered entity must specifically relate to a subject that the patient has previously given their consent to discuss. For example, a medical call center cannot cold call individuals and ask them about their health histories in the hopes of gaining a new patient. 

A representative with a medical answering service can, however, take incoming calls from patients of a partner healthcare organization, access that patient’s files, and provide information to that patient regarding their previous visits.

What sort of training do call center agents receive to ensure they maintain HIPAA compliance?

In order to provide HIPAA-compliant answering services, call center agents must receive some form of HIPAA privacy training. The Health Insurance Portability and Accountability Act does not give a specific requirement in number or length of trainings required; instead, it says training must be “as necessary and appropriate for the members of the workforce to carry out their functions.”

In order to prevent HIPAA violations, most call centers will provide privacy training on patient rights and authorizations, identifying PHI, when and how PHI may be disclosed, and the importance of confidentiality; and security training on security reminders, protections from malicious software, log-in monitoring, and password management.

How do call centers ensure phone calls stay HIPAA-compliant?

Our call center partners have multiple ways of ensuring all phone calls remain HIPAA-compliant, including the following:

  • Providing HIPAA training to all call center representatives or employees who may reasonably encounter PHI
  • Use of data encryption on phone calls, in call center software, and in SMS or text messages
  • By utilizing the contracted service provider’s own encrypted online portal to store all patient information, preventing any patient data from ever being stored locally within the call center itself

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