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 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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