Call centers and contact centers vary in the communication channels they offer. Check out the differences in the table below, but remember that both have similar requirements for HIPAA compliance.
Call centers and contact centers vary in the communication channels they offer. Check out the differences in the table below, but remember that both have similar requirements for HIPAA compliance.
Learn all you need to know about HIPAA-compliant call center software
Compliance with data security regulations such as the CCPA, GLBA, and the GDPR (in Europe) is a key concern for most companies today. Organizations operating within or with the US healthcare industry must also specifically ensure they’re HIPAA compliant to safeguard the confidentiality of medical records.
Data security compliance also extends to call center software, which many organizations use to facilitate smooth communication and deliver an excellent customer experience. Therefore, healthcare companies operating call centers also need to take measures to ensure the software they use ticks all the HIPAA boxes.
In this article, we’re going to look at:
HIPAA (Health Insurance Portability and Accountability Act) is a law that was passed by the US federal government in 1996. The act requires organizations to have safeguards in place to protect sensitive information. These measures apply to organizations storing, transmitting, or maintaining PHI (protected health information).
The act came into effect after a series of cyberattacks and ransomware attacks caused health data breaches that affected a number of healthcare providers and insurers.
HIPAA compliance requirements determine how PHI should be recorded within organizations, as well as how it should be shared between vendors. These guidelines form the foundations of how to avoid data breaches and protect the privacy of patients and consumers.
If you’re a US-based healthcare call center, everyone involved in your service must be compliant. This rule also applies if you outsource services to a third-party organization.
You can ensure your organization is compliant by taking specific measures such as protecting data during patient telephone calls and through functions like caller verification, web chats, text messages, and IVR (Interactive Voice Response).
When patients call your organization, you must answer calls, store information, and communicate essential data using encryption to ensure all patient information is protected.
HIPAA rules state that call center agents need written consent from a patient to make outbound calls via an auto-dialer service.
A crucial element for healthcare providers is compliant messaging, including email, web chat, and SMS messages. SMS messages containing appointment reminders and medication details must follow stringent rules.
For example, they cannot include personally identifying data, they must be encrypted, and the sender must be authorized to use patient health information using a secure login.
Under HIPAA, all patient voice-recorded calls are classed as protected health information. Strict regulations are in place that state if a patient doesn’t consent to a call recording, it must not be made. A HIPAA-compliant software provider like 8x8 allows you to switch off call recordings when required.
Providing multiple channels of communication improves the overall patient experience and offers better levels of service. For institutions to retain patients, it’s essential to embrace best-in-class technology like efficient patient appointment scheduling and seamless communication options.
The best solution includes built-in security protocols. These include protected files with automatic expiration dates and encrypted conversations. To reduce the risk of security breaches in your organization, implement transparent emergency processes that all staff members should follow.
To comply with the secure messaging policies necessitated by HIPAA, you must implement role-based access controls for specifically authorized staff members. To stay on top of HIPAA compliance, the right solution must include a thorough annual security risk assessment.
As a HIPAA-compliant business associate, 8x8 works with healthcare-focused companies on a daily basis to deliver customized healthcare call center solutions that ensure security, privacy, and compliance.
8x8 is a fully compliant HIPAA solution for healthcare providers. With the 8x8 platform, your PHI is guaranteed to be secure from data security breaches. Your organization can harness the flexibility of the cloud, which enables seamless communications in a secure, safe, and compliant environment.
Implementing the right tools significantly reduces violation risks. As a market leader in the HIPAA-compliant software space, 8x8 continuously follows best practices and enables you to deliver exceptional patient care while safeguarding your patients’ sensitive information.
Find out how superior cloud call center software can ensure complete compliance in your healthcare company. For your added reassurance, 8x8 provides third-party validation of HIPAA compliance. Fill out our online form to request a no-obligation quote from an 8x8 product specialist.
| Call center | Contact center | |
|---|---|---|
| Details | Inbound and outbound telephone calls | Connecting with patients through omnichannel communication channels— SMS, live chat, and email |
| Data collection | Phone calls | Data and metrics from multiple customer engagement sources |
| Self-service opportunities | Phone calls | IVRs, chatbots, help center databases, virtual agents, and agent assist options |
| Integrations | N/A | CRM integrations, third-party apps, and APIs |
End-to-end encryption is necessary to ensure compliance. This method
ensures that data cannot be hacked in transition.
Appointment setting protection processes in your healthcare setting must be
handled in a confidential way due to containing sensitive health information.
Text messages must be stored in a secure, cloud-based system like 8x8 and not on
an individual staff member’s mobile device. Another thing to note is that HIPAA
regulations state that messages should be sent and received in real time.
Ensure all staff members are trained on HIPAA practices, policies, and procedures, as
well as how to abide by the regulations when using software.
CRMs are great tech tools that can help you connect with customers by elevating your customer support provision, and they also streamline data management. But not all CRMs are made equal. And certainly, not all CRMs are compliant.
Look for software solutions that facilitate automatic logoff instructions and continuous monitoring and supervision of user accounts. Compliant CRMs protect patient data and communications while centralizing the flow of medical information.