HIPAA Compliant Call Center

Medical-grade privacy for your patient’s data

Your patients deserve for their data to be protected at all times. Our HIPAA-compliant call center protects their data securely, protecting you by extension.

What is a HIPAA Compliant Call Center?

To be considered HIPAA compliant, a call center is required to adhere to the guidelines provided in the Health Insurance Portability and Accountability Act (HIPAA). As an act U.S. Congress, HIPAA lays out the national standards for properly handling Protected Health Information (PHI).

Some major standards that affect HIPAA compliance for call centers include:

Privacy Rule: This dictates who is allowed to access, use, or share PHI and under what circumstances. Only the healthcare providers, organizations, insurers, or people and organizations who have express permission to access the PHI may do so, but only for legitimate purposes. Additionally, the PHI cannot be shared with other parties without the patient’s permission. In the context of a healthcare-related call center, agents have access to select bits of PHI and are required to handle this sensitive data with care, asking for identity verification at the beginning, and only accessing the minimum necessary amount of information to handle the patient’s inquiry.
Security Rule: This rule specifically covers health information in electronic contexts. Digital health records and surrounding information are often called electronic health information (ePHI). Healthcare organizations and those they work with (such as call centers) are required to put reliable administrative, physical, and technical safeguards in place to prevent unauthorized access to ePHI.
Breach Notification Rule: Patients are entitled (and required) to be notified within 60 days of any accidental or intentional breach of their PHI. Additionally, the Department of Health and Human Services (HHS) must be notified annually of any small breaches, and immediately of any large breaches.

By adhering to these and other HIPAA call center requirements, healthcare-related call centers can remain HIPAA compliant, which protects patients from sensitive data breaches and preserves the company’s trust and reputation.

Patient privacy is non-negotiable

As healthcare technology and call center software expands and grows, HIPAA compliance, data privacy and patient safety are more important than ever. Let our team be the experts on protecting your patient data, so your team can spend more time on patient care.

Long wait times

Managing customer service in-house can help maintain HIPAA compliance, but it leads to long wait times, mismanaged call volume, and reduced customer satisfaction.

Limited communication channels

Whether you’re managing your customer service in-house or working with an outsourced call center provider, managing HIPAA compliance often means reducing the number of communication channels customers have available. After all, each channel requires its own HIPAA-compliant strategies, and the more you have, the harder this can be to manage.

Increased risk

Outsourcing to a non-compliant call center can put your healthcare organization at a massive risk if patient privacy or data is compromised. Even if your call center has limited data access, HIPAA violations can be costly. Depending on the intent and severity of a HIPAA violation, companies could face nearly $2 million in fines (per category of violation per year) and up to 10 years in prison.

Get the coverage and support your customers deserve.

Trust that your call center knows how to protect your patients’ sensitive data with comprehensive HIPAA compliance. At Global Response, we manage privacy, security, and HIPAA training for all agents and users so you can rest assured your customers are taken care of.

Patient privacy you can count on

With Global Response, you can improve customer service, retention, and quality without sacrificing HIPAA compliance or data privacy standards. That’s because we pair state-of-the-art technology with our emphasis on exceptional training and high-quality agents, allowing our HIPAA-compliant call centers to ensure that your patients are always well cared for.

Enhanced data privacy for all channels

We offer enhanced data encryption for all channels, from email to secure, cloud-based text messaging and more. Expand your support and accessibility for greater customer satisfaction without minimizing data privacy and security.

Secure appointment setting

Even basic call center tasks, like appointment setting, should be aligned with HIPAA standards and regulations. At Global Response, we have a rigorous system for meeting HIPAA requirements to maintain the highest standards of data security.

Ongoing HIPAA training for agents

Compliance requirements for HIPAA aren’t always intuitive—that’s why we ensure all of our agents are properly and regularly trained on current HIPAA regulations. Training doesn’t end after onboarding, so we regularly ensure that every agent is kept up to speed. With ongoing training and compliance verification tests, we protect against data breaches and ensure your patients are always protected.

At the beginning of each partnership, Business Associate Agreements (BAAs) also provide legally binding agreements with every company we serve, holding us to the same strict HIPAA standards that you follow as a healthcare provider, training each agent on the latest protocols, and meeting all of HIPAA’s encryption requirements for added data security.

Their privacy, our priority

Our HIPAA-compliant call center teams ensure you can deliver exceptional customer service while adhering to the privacy and security your patients deserve.

Learn more about our healthcare call center services and how your patients can benefit.

HIPAA call center requirements we meet

Privacy Rule compliance: We exceed the minimum necessary standard for all disclosures.
Security Rule compliance: We provide encrypted communications with strict access controls and secured workstations, keeping your patients’ data safe.
Business Associate Agreements (BAAs): We begin each healthcare-related partnership with official BAAs, formal agreements ensuring shared responsibility for PHI.
Identity verification protocols: We confirm at the beginning of each call that we are speaking with the right person to prevent accidental disclosure of any patient information.
Ongoing HIPAA training: We provide all of our agents with regular training and compliance verification.
Incident response procedures: We have documented breach notification and containment protocols.