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.
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.
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:
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.
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.
High-quality customer care provided around the clock and across a wide range of industries
Omnichannel support for all inbound channels — from answering calls to replying to chats, emails, and more
Prospecting, cross-selling, and up-selling while adhering to all legal requirements and avoiding costly fines
Structured outbound activity to drive incremental revenue and new customer acquisition
IT support to allow more bandwidth for your internal resources to handle critical and escalated issues
Back-office operations that can be outsourced to enable you to focus on core business functions
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.
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.
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.
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.
Our call center partners have multiple ways of ensuring all phone calls remain HIPAA-compliant, including the following:
