April 12, 2012 @ 8:59 AM

Keeping your call center platform HIPAA-compliant

Keeping your call center platform HIPAA-compliant is critical to your health industry customers

Congress passed the Health Insurance Portability and Accountability Act (HIPAA) in 1996 to protect the privacy rights of individuals and their confidential medical records.

Under HIPAA, healthcare companies must comply with extensive rules and regulations regarding the dissemination and transmittal of personal patient information.

There are substantial fines and penalties associated with failure to comply with HIPAA policies or breaches in customer data security. Therefore, it is imperative that call centers also comply with these stringent rules. Due to strict HIPAA privacy requirements, call centers must guard against improper disclosure of customer information and safeguard its storage in the proscribed regulatory manner within the call center.

The plethora of HIPAA regulatory requirements has hugely impacted call center operations. If a call center client is in the medical or the health insurance industry, call center management and IT must understand the critical importance of being compliant with all aspects of the HIPAA/HHS guidelines. They must properly use and safeguard patient information while adhering to the HIPAA Privacy Rule and the HIPAA Patient Safety Rule.

A HIPAA-compliant call center must make sure that its existing operations and data security programs incorporate the necessary controls to monitor and track compliance. Under HIPPA rules and regulations, call centers need to incorporate secure voice and data processing as well as encrypted data record storage to enhance call monitoring, tracking, data management and reporting.

It takes a concerted effort by a call center organization to establish and maintain rigorous standards. A recording platform, with the proper program controls, can secure Protected Health Information (PHI), which is defined as any information, including a patient’s medical record or payment history, that is linked to a client’s health status, treatment, and payment for such services. There is much to establish and maintain.

Call centers must now ensure that all CSRs are appropriately trained to protect the confidentiality of patient’s medical records and payment histories. However, HIPAA-compliant call centers must ensure that recording and monitoring platforms integrate screen and voice data to protect confidential patient information without compromising the training and evaluation of its CSRs’ performances.

ABT is an industry leader in designing and building HIPAA-compliant call center software platforms which include call recording, state-of-the-art conformity to secure call recording, workforce management and speech analytics.

As call centers strive for HIPAA best practices and compliance, ABT’s call recording and quality monitoring solutions allow users to configure and operate data recording, call monitoring, and encrypted data protection. We build and maintain HIPAA-compliant solutions that record your calls and store your customers’ information within the mandatory HIPAA confidentiality guidelines.

Isn’t it time for you to review your HIPAA practices and controls?

Call ABT today at +1 561-272-1232 or email me: rmorriss@appliedcorp.com. Let’s build the process of insuring your HIPAA compliance today!

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