The healthcare industry is heavily regulated, requiring compliance to laws that protect patient medical records and other personal information. Enacted in 1996, HIPAA (Health Insurance Portability and Accountability Act) requires data privacy and security provisions for safeguarding medical information. These regulations apply to health plans, insurance companies, governmental health programs, doctors, hospitals and many other healthcare professionals.
There is a Privacy Rule within HIPAA which applies primarily to collections agencies and contact centers. This is where compliance call recording and quality management solutions can play a big role.
Specifically, the Privacy Rule stipulates that organizations must:
HIPAA protects all ‘individually identifiable health information’ held or transmitted by a covered entity or its business associate, whether electronic, paper, or oral. The Privacy Rule calls this protected health information (PHI).
Examples of this type of personal information can include name, address, birth data, social security number, medical history, medical diagnosis, email addresses, phone numbers, dates directly related to an individual, account numbers, health insurance beneficiary numbers, certificate/license numbers and more.
Whether your staff is interacting with patients/customers via landline or mobile telephone, VoIP or chat (e.g. Skype for Business), all of your interactions should be recorded, encrypted and stored securely in case of a dispute or potential regulatory infraction. Compliance call recording solutions can capture all interactions and allow managers and quality specialists to review the recordings to assess agent compliance. When infractions do occur, managers can work with agents to correct the situation so that it doesn’t happen again.
What’s more, call recording systems with masking, muting, encryption and playback permission restrictions further help ensure any sensitive information that is exchanged during the interaction is not stored on the recording. After all, penalties start at $100 per infraction but can go as high as $250,000 and can include 10 years of prison time.
Publish Date: May 15, 2019
Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.
With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.
With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
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