HIPAA Compliance in Medical Answering Services  

Choose a HIPAA-Compliant Medical Answering Service

The medical answering service you choose must have extensive knowledge and proper HIPAA compliance measures in place. Ensure that the service you opt for uses updated technologies for secure storage and transmission of patient information. The service provider should also be willing to sign a Business Associates Agreement (BAA). This agreement binds them to the same HIPAA regulations practitioners uphold when protecting patient information.

Train your Staff

Regardless of how perfect your security measures are, your staff remains the weakest link to HIPAA compliance. Your team must understand the importance of maintaining patient privacy. Train them on what they can and cannot reveal while answering patient calls. Also, ensure your staff is informed when a new service provider comes on board, and they know about the BAA to be sure they meet HIPAA guidelines.

Implement Policies and Procedures

Another essential part of HIPAA compliance is having clear policies and procedures in place. Ensure that your medical answering service follows these policies when handling patient information. These policies should outline how the service provider stores, transmits, and disposes of any protected health information (PHI). It’s also worth noting that all patient interactions must be recorded and easily accessible for audit purposes.

Conduct Regular Audits

To ensure HIPAA compliance, practice owners should regularly audit their medical answering service provider. This is to confirm that all policies and procedures are followed correctly, and potential breaches can be addressed immediately. The audits should also include reviewing the BAA with the service provider to make sure it is up-to-date and in accordance with HIPAA regulations. But it is also helpful if the answering service has its own Quality Assurance department, dedicated to reviewing that the agents are following all policies and procedures.

Keep Patients Informed

Patients must be aware of how their medical information is being shared with your answering service. Inform patients that calls will be recorded for quality service purposes and that their personal medical information is safe and secure. Getting their consent before passing their details to external service providers is essential. Ensure your patients know that you prioritize their privacy and protecting their medical information.

Be Cautious of the Technology Used

Secure communication is paramount to protect patient information while using medical answering services. Traditional answering machines are no longer sufficient to meet HIPAA guidelines. The service provider should use technology explicitly tailored to medical practices and ensure all communication channels, including telephone calls, emails, and text messages, are coded. Ensure you also use the latest technology in your practice to align with your service provider’s measures.

Have a Plan in Place

No matter how rigorous your security measures are, there’s always a chance for a data breach. In case of such a scenario, have a breach response plan in place. This plan should include steps to take in the event of a breach, information to report, and the team responsible. Additionally, the plan should also include measures to prevent future breaches.

HIPAA compliance with medical answering services is essential to protecting your patients’ privacy. Choosing a HIPAA-compliant service, training your staff, conducting regular audits, informing your patients, using secure technology, and having a plan in place are all crucial for proper HIPAA compliance. At MedCall Plus, we understand the importance of HIPAA compliance. Our team is fully trained and knowledgeable on HIPAA regulations, and we are willing to sign a BAA with our clients. Contact us today to learn more about our secure and compliant medical answering services. Your patients’ privacy is our top priority. So why wait?