subject: The Most Reliable and Professional Medical Call Centers Provide HIPAA Training to Operators [print this page] HIPAA refers to Health Insurance Accountability and Portability Act. The government created this act to protect patient information. Patient records, medical information, and insurance information must be kept confidential. Anybody who is involved in the medical industry in any way must undergo HIPAA training.
One of the most important factors in choosing a medical answering service is whether or not the operators have been trained to abide by this act. A clinic can get in all sorts of trouble if patient confidentiality is ever breached. A physician will have to pay a lot of fines if a breach ever occurs. Thus, it's highly important to only deal with a medical call center that educates its representatives to follow HIPAA rules.
Why is this so important? Because even phone operators sometimes receive sensitive information pertaining to patients. When a patient calls a clinic for medical advice, the operator must be trained to give quality information and keep the information secret. While an answering service representative cannot offer a diagnosis over the phone, he or she is still privy to personal information.
In order to comply with HIPAA rules, a call center must maintain the following: password protection in order to access information, secure messaging systems, secure digital storage of patient information, data backup and storage, emergency backup systems, and secure data transfer.
A company that has this kind of technology is one that can be counted upon. A reliable medical call center must also screen its employees, and have them undergo a rigorous training process. Some companies will outsource the work to home-based phone operators in other countries just to save some money. Thus, medical professionals should only choose an answering service that guarantees US-based operators.
Furthermore, a reliable company will have its employees sign confidentially agreements after undergoing HIPAA training. All patient information, phone records, and messages should be backed up with multiple layers of security. The best technology should be used to protect sensitive data. All state and federal laws regarding telephone conversation recordings should be followed.
Healthcare professionals should not be fooled by low prices. A small company that advertises its low rates instead of its services should be avoided. Patient privacy should never be put at risk just to save a bit of money.
In addition to HIPAA training, operators should be friendly and professional. They should provide callers with the same level of professionalism as the healthcare providers themselves. Good, friendly service will reflect positively on a clinic or medical office.
The Most Reliable and Professional Medical Call Centers Provide HIPAA Training to Operators
