Mar 02 2017 HOW TO MAKE SURE YOUR CONTACT CENTER IS HIPAA COMPLIANT IN 2 STEPS
I recently worked with a client who ran into a rather large problem. A tool they used in their call center was flagged as being non-HIPAA compliant.
Call center tools that aren’t HIPAA (Health Insurance Portability and Accountability Act of 1996) compliant are not only putting sensitive personal data at risk, they also put organizations in danger of losing more than just credibility and clients.
HIPAA compliance is one of the most defining elements of success in the health care industry. So if you want your contact center to comply with HIPAA, you need to adopt a two-pronged approach that involves keeping your tools and technology up-to-date, and determining whether or not the services offered by vendors are as compliant as they say they are.
Step 1: Are Your Tools and Tech Up-to-Date?
Since technology is always changing, keeping it up-to-date isn’t a “check the box and move on” process.
The biggest problem that many companies run into is that they invest in the technology once and then don’t upgrade it again for years. This is not a good best practice, because you’re increasing your risk of data breaches and security risks.
If you’re in this boat, don’t be too hard on yourself, because it’s not an uncommon problem. But with this in mind, however, you need to know there is no “set it and forget it” strategy for secure, up-to-date technology. You have to be diligent.
So, what should you do?
You’ll want to perform security scans and regular reviews (on a semi-annual or annual basis). While security scans are a great starting point, it’s important to remember that, while scans will help you detect some issues, you’ll also need to confirm certain aspects of HIPAA compliance with your vendors, which is why regular reviews are a good practice for any company. It’s also important to stay abreast of changes within the health care industry as it pertains to the technology used in call centers.
There is a lot of work involved, but the responsiblity to remain vigilant will still be on your shoulders.
This step is too important to place on the chopping block, so if you don’t have the resources to do this in-house, you may want to consider working closely with a partner who understands the health care industry, as well as contact center call routing, so they can help you stay on top of compliance regulations.
Step 2: Is a Vendor HIPAA Compliant?
The process of vetting your vendors is more than just checking their websites against HIPAA regulations or taking someone’s word for it, because they seem trustworthy. Instead, you need to dig deeper and read between the lines.
More often than not, there are problems lurking just below the surface.
While vendors are seldom out-and-out scam artists, all developers love to take shortcuts (who doesn’t?), and many developers might think that a small bug isn’t a big deal. Because of this, it’s important to ask hard questions to confirm your vendor is taking all needed steps to protect HIPAA data.
- Are they encrypting their databases?
- Do they mask URLs?
- What does their in-office process look like?
- Are they shredding documents?
- What is the process for data transcription between the vendor and you?
- Do they have an established reporting process that meets HIPAA requirements?
While these questions may seem over the top, again, this is all about getting away from just “checking the box.” If you do, you will place your clients’ data at risk and drive them away from your company.
To put this in perspective, I’ll say this: I don’t want my personal health care-related data entrusted to someone who is just checking boxes, and I’m sure you don’t either.
The Case for HIPAA Compliance
Pardon the pun, but there is no band-aid solution for those involved with the health care industry with HIPAA compliance. It’s an ongoing process that is important to your business, and it requires a fair amount of due diligence.
By keeping your tech up-to-date and ensuring that the vendors you work with are truly HIPAA compliant, you can do your part to protect your clients’ data and stay abreast of the changing trends in the health care industry.