Whenever we take on a new medical client, we are also taking on huge responsibility to both the client and its patients. This is because medical answering services must be compliant with a lengthy list of rules and regulations. For example, we must maintain HIPAA compliance just like any other company providing tertiary services to the healthcare industry.
We take that responsibility seriously. Whether we are answering the phones for a private practice, medical group, lab, or clinic, we do everything within our power to make sure the clients and patients are protected. You should expect no less from your medical answering service.
The Basics of HIPAA
HIPAA is short for the Health Insurance Portability and Accountability Act, a 1996 law designed to improve health insurance portability while simultaneously combating waste, fraud, and abuse. HIPAA has multiple components, one of which focuses on simplifying administrative requirements.
For our purposes as a medical answering service, HIPAA’s administrative component requires us to do certain things relating to protected health information (PHI) and privacy. In order to continue offering industry-leading medical answering services, we must comply at all times.
We Are a Business Associate
Compliance mandates in our industry are the direct result of our status under the HIPAA. According to the law, medical answering services are classified as business associates. That means we are subject to the same privacy and protection rules your office or clinic is subject to. We need to manage protected information in the same way.
This plays out in multiple ways, including:
- Secure Communications – Medical answering services are required to implement secure communications in order to protect sensitive data. We must utilize things like encrypted databases and secure voice messaging systems.
- Access Control – We must maintain strict access control systems on all computers and network infrastructure. Two-factor authentication is required to gain access to PHI.
- Compliance Training – Medical answering services are required to properly train all employees who will handle medical calls. Training must include regular HIPAA compliance and cybersecurity awareness training.
- Compliance Monitoring – We must maintain ongoing monitoring to ensure compliance with the HIPAA. Monitoring strategies include routine security audits and regular protocol updates.
- Data Transmission – The HIPAA requires that all forms of communication involving PHI be secure. This includes phone calls, voicemails, and text messages.
- Software Compliance – Medical answering services are required to utilize HIPAA-compliance software for storing and managing patient information.
- Business Agreements – Medical answering services are required to sign Business Associate Agreements (BAAs) with every healthcare provider for whom they provide service. BAAs codify the rights and responsibilities of both parties in relation to HIPAA.
Needless to say, penalties for noncompliance can be serious. A medical answering service unwilling to go above and beyond to ensure compliance is taking a big risk. That answering service is also burdening clients with additional risk.
We Do Things the Right Way
Here at Apello, we do things the right way. We understand both the intent and mechanisms of the HIPAA. We are also just as committed to patient privacy and security as the very people who wrote the legislation nearly 30 years ago. Our medical clients can trust the Apello team to always comply with HIPAA.
If you are looking for a new medical answering service, we hope you will consider Apello. We provide a variety of services that can be customized to meet your organization’s needs. Contact us to learn more about how we answer phones, take messages, forward calls, etc. Apello might be the medical answering service you have been looking for all along.
