Many businesses use Call Center Software solutions to keep in touch with clients via different available channels, such as Call, SMS, Email, or Live chat. They allow companies all over the world to communicate with their customers virtually.
Nowadays Healthcare sector more and more frequently chooses the Answering Service solutions to reply to patient questions that are often time and security sensitive. Hence, any service provider directly or indirectly processing, storing, or handling patient health information (PHI) must follow the standards and policies outlined in HIPAA.
What is A HIPAA Compliant Call Center?
The Health Insurance Portability and Accountability Act (HIPAA) requires organizations transmitting, storing, or maintaining PHI to have safeguards in place to secure sensitive information.
When medical call centers are used in conjunction with protected health information (PHI) they must be a HIPAA compliant call center.
The main aim of the HIPPA compliant helpline is to ensure that all the customers' personal data, such as the name, address, social security number, code, diagnosis, and other PHI data is handled securely, whether in recorded calls, forwarded emails, or in appointment reminder SMS.
Why you should be HIPPA compliant
In the Healthcare industry, the patient experience is essential. Call center agents should respect the PHI data and properly handle it.
There exists a number of the necessary HIPAA regulations for the call center.
As an example, we at HIPAA Force have a tool, that allows call center agents to pause the recording to collect CVV codes or any other protected information, removing it from the recording.
It is an excellent tool to maintain privacy and compliance in your call center.
Moreover, it’s essential to give your patients the right to decide if they agree to have the call being recorded or no. The recording calls option should be announced at the beginning of customer interaction. Your HIPAA-compliant call center should have an opt-out feature that lets patients opt-out from being recorded if they want.
HIPAA compliant call centers are the right choice for healthcare organizations that want to easily manage patient scheduling, facilitate secure communication both internally within the team members and externally with patients, train new employees, and much more.
That’s why the role of a HIPAA compliant call center is vast, as it allows healthcare organizations to focus on their business without worrying about the security and safety of their patients' data.
HIPAA Force can help you improve the patient experience. If you would like to know more about how we can help your healthcare company deliver outstanding patient experience while protecting PHI, contact us today!
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