HIPAA and Call Tracking: Things to Consider
The medical industry relies on phone calls to schedule appointments, deliver important test results, and keep patients up to date. With such important information being shared over the phone, you want to ensure your patient’s sensitive data remains protected. Monitoring phone calls through call tracking is essential for quality assurance, gathering marketing data, and more. What are the important things to consider when it comes to HIPAA and Call Tracking?
HIPAA stands for Health Insurance Portability and Accountability Act (HIPAA). Enacted by the United States Congress in 1996, this act protects sensitive information of patients across the United States and ensures this data will not be shared beyond a patient’s consent. The act holds medical professionals and organizations to a standard of protocol when handling patient data. In 2009, the Health Information Technology for Economic and Clinical Health Act (HITECH) roped associated businesses and services into HIPAA’S requirements – including call tracking companies.
Call Tracking is software which monitors and records phone calls for a range of purposes. Depending on the services you offer, this could be for monitoring customer service representatives, fact checking information, or gathering analytics. It is a useful tool for marketing purposes which can aid in lead management.
Not all call tracking software is HIPAA compliant but luckily, CallRail is! CallRail ensures HIPAA compliance from the beginning and offers its software in a specialized package for medical practices. Conveniently, medical marketing specialists, Digital Limelight Media (DLM), offer an optimized integration between their CRM software and CallRail.
Combining call tracking and your CRM fosters seamless connection between programs which allows you to make the most of marketing analytics, manage customer communications, and remain HIPAA compliant. When putting your patient’s sensitive information in others’ hands – it’s essential to know who you can trust.
Creating individualized logins for call tracking (and other databases like your CRM) create siloed interaction with your patients’ data. Understanding who is touching relevant data and when allows you to pinpoint exact login time and credentials when necessary. Pssst. DLM’s custom software can do this too. 😉
At the end of the day, to fully protect yourself in a constantly shifting technology landscape, You should always check with your lawyer to ensure you’re covering all your bases. They will have the most up-to-date information when it comes to protecting your patient data.
Digital Limelight Media has been working in the medical marketing field for more than a decade. Well versed in the world of maintaining proper marketing protocol in line with HIPAA compliance, they come alongside medical practices to offer solutions that fit your customer and practice needs. If you have questions about how call tracking can benefit your medical practice, let’s chat.