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How Secure Is Your Medical Answering Service? - MedConnectUSA - ContactCenterWorld.com Blog

How Secure Is Your Medical Answering Service?

If your medical answering service can answer your calls, do you really care if they run a secure call center? You should. But what does secure mean? A secure answering service takes steps to protect all aspects of their processes to ensure they properly handle your account and your information.

There are many facets to this. Here are some things to consider when it comes to the security provided by your medical answering service.

Operational Security

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Among other things, operational security looks at providing continuous availability to serve you the best way possible. This includes having backup power in the form of UPSs and generators to provide the power needed to operate their facility should they lose utility power. Similarly, they have multiple phone and internet providers so that if one goes down, the others take over. And you'll never know the difference.

Operational security also means having a disaster recovery plan. Though your medical answering service hopes to never have to use their disaster recovery plan, it's there to make sure they can always serve you. Critical to a disaster recovery plan is having multiple locations and using secure cloud-based backup. Having multiple locations ensures they can always take your calls regardless of the circumstances, such as during a blizzard or a utility outage.

Information Security

 

Next, consider HIPAA. Among other things, HIPAA compliance requires that medical answering services keep protected health information (PHI) safe and secure during both transmission and storage. A key element of complying with HIPAA regulations is using secure messaging when communicating with clients and their on-call personnel.  

Data Center Security

A final security consideration, and the most important of them all, is data center security. The best medical answering services use certified tier 5 data centers. A tier 5 data center is a more recent development. It builds on all the requirements of tier 4, which was once the gold standard for data center security. Certified tier 5 data center security surpasses tier 4, taking security to an even higher level.

The first thing you'll notice about leading data centers is armed security! Yes, they're serious about limiting access to their facility. They make sure only authorized personnel can gain entry. In addition to armed guards, they also have several other levels of security. Altogether, these steps prevent the tampering of equipment and computer systems.

Many of the other characteristics of a certified tier 5 data center are quite technical. Though not to make something complex appear too simple, these advanced techniques fall into three general categories:

  • Enhanced power system capabilities: servers and systems require stable, continuous power to operate.
  • Rigorous facility cooling provisions: computers don't function well if they get hot.
  • Robust carrier precautions: this includes redundancy, backups, and dual access pathways, along with denial of service mitigation.

The outcome of using a certified tier 5 data center is a highly reliable system that boasts an unprecedented uptime (run time) expectation. 

Security Overview

 Too many medical answering services don't take the security of their operations, information, and data center seriously enough. And much of the time, this doesn't matter—until it does. And when it does matter, you want to make sure you're using a medical answering service that takes it seriously. The status of your practice or clinic—both now and for the future—depends on it.

Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.

Source: http://medconnectusa.com/blog/how-secure-is-your-medical-answering-service

Publish Date: April 27, 2018


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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

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Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

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Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

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MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

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IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

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CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

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Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

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Call recording solution fully integrate to all main pbx solutions.

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InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from MedConnectUSA

Recent Blog Posts:
Now Is a Good Time for a Checkup—With Your Answering ServiceAugust 23, 2018
What If You Forget to Forward Your Phone?August 16, 2018
Discover How a Professional Medical Answering Service Deals with the Hold ProblemJuly 27, 2018
Is Your Medical Answering Service an Asset or a Liability?July 20, 2018
Discover Why an Award-Winning Medical Answering Service Is ImportantJuly 13, 2018
Select a Medical Answering Service That’s Available When You Need ItJune 29, 2018
Don’t Let Call Forwarding Be the Weak Link with Your Medical Answering ServiceJune 22, 2018
Medical Answering Services Don’t Go on Vacation, So That You Can!June 15, 2018
How Long Do Your Callers Really Wait on Hold?May 25, 2018
Does Your Medical Answering Service Offer Award-Winning Service?May 11, 2018

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