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.

What does HIPAA do?

1. Protects data privacy for patients by stopping sensitive health information from being disclosed without a patient’s knowledge or consent. All patient communications containing PHI must be encrypted at rest and in transit.
2. Ensures health information is handled confidentially by securing all health data when in use and concealing identifiable information when interacting with others. All medical professionals that are authorized to access and communicate PHI must have a “Unique User Identifier” to help monitor their use of this data.
3. Puts limitations on how patient data is used in relation to third-party software and software providers (8x8 makes this easy). All HIPAA-compliant technology must have an automatic log off feature to prevent unauthorized access to PHI. This rule applies to mobile devices and desktop computers in a healthcare setting.
4. Imposes penalties on violators and non-compliant organizations. Depending on the HIPAA violation, penalties are categorized from first-tier offenses to fourth-tier offenses, with fines of up to $50,000 per incident.

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).

Inbound and Outbound calls

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.

Confidential messaging

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.

Call center functionalities

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.

Roles a healthcare call center can perform:

1. Telehealth helpline or answering service for routine and emergency patient calls. Tools include call screening, secure online message access, and accurate patient messages.
2. Personnel scheduling and management enable providers to organize and optimize employee schedules to manage patient care effectively.
3. Patient appointment scheduling is facilitated through specialist call center solutions, allowing patients to schedule appointments, make changes, and cancel appointments at their discretion.

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.

Examples of features offerings that compliant call centers should look for:

• Secure communications systems (data transmission and routing encryption)—software must maintain data encryption protocols like SSL and HTTPS during transmission.
• Effective cloud backup, storage, hosting, and disposal of data—regular backups are mandatory, as is safe storage on secure servers.
• Protected access management—access and identity management include secure passwords and user IDs to ensure user data protection and privacy. Some methods include biometric identity checks and single sign-on features.
• Business associate agreements for covered entities and associates—electronic patient health information should be hosted with business servers in receipt of a signed business associate agreement.

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 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.

What are the basic requirements for healthcare call centers to be considered HIPAA compliant?

• Secure end-to-end data encryption

End-to-end encryption is necessary to ensure compliance. This method

ensures that data cannot be hacked in transition.

• Confidential appointment setting and reminders processes

Appointment setting protection processes in your healthcare setting must be

handled in a confidential way due to containing sensitive health information.

• Secure text messaging and system

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.

• HIPAA training for agents

Ensure all staff members are trained on HIPAA practices, policies, and procedures, as

well as how to abide by the regulations when using software.

What are the HIPAA rules call center managers should keep in mind?

1. The privacy rule establishes national standards to safeguard patients’ medical records and PHI. Your organization must create procedural documents detailing how health information is gathered, used, and protected.
2. The transactions and code sets rule, which works to standardize patient-identifiable and health-related information via electronic exchange.
3. The security rule enforces the integrity, confidentiality, and availability of all electronically protected health information. Items of HIPAA personally identifiable information (PII) include place and date of birth, passport number, criminal history, and biometric, medical, or financial information.
4. The unique identifiers rule relates to unique identification numbers that identify individuals who process and manage patients’ information.
5. The enforcement rule establishes how regulators determine liability and calculates fines for healthcare organizations in violation of any of the HIPAA rules.

Is CRM HIPAA compliant?

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.