HIPAA Compliant Medical Answering Service
Your patient data security is non-negotiable. We operate under the same strict protocols as US-based healthcare staff with signed BAA agreements.
HIPAA Compliant
Full compliance with all HIPAA Privacy and Security Rules
BAA Agreement
Signed Business Associate Agreement with every client
Encrypted Data
End-to-end encryption for all patient communications
US-Based Leadership
US-based leadership + HIPAA-trained global delivery team with healthcare expertise
How We Protect Your Data
Comprehensive security measures at every level
Access Controls
- Role-based access matching your in-house protocols
- Individual user accounts with unique credentials
- Multi-factor authentication required
- Access logging and audit trails
- Immediate access revocation when needed
Data Handling
- Patient data stays in your existing systems
- No PHI stored on our servers
- Encrypted connections to your EMR/PM
- Secure VPN access when required
- Regular security assessments
Team Training
- HIPAA training for all team members
- Annual compliance recertification
- PHI handling best practices
- Incident response procedures
- Confidentiality agreements signed
Communication Security
- Encrypted phone lines and VoIP
- Secure messaging platforms
- No patient info via unsecured email
- Call recording with secure storage
- Compliant fax and document handling
Business Associate Agreement
We sign a comprehensive BAA with every client before any patient information is accessed. This agreement:
- ✓ Establishes our obligations as a HIPAA Business Associate
- ✓ Defines permitted uses and disclosures of PHI
- ✓ Requires us to implement appropriate safeguards
- ✓ Mandates breach notification procedures
- ✓ Ensures PHI is returned or destroyed upon termination
The BAA is provided during onboarding and must be executed before service begins.
Enterprise-Grade Compliance Controls
Additional security measures for multi-location healthcare groups
Access Control Model
Role-based access that mirrors your internal security requirements.
- Location-Level Access: Agents only access systems for assigned locations
- Role Segregation: Schedulers, call handlers, and supervisors have different permission levels
- Principle of Least Privilege: Access limited to minimum required for job function
- Just-In-Time Access: Temporary elevated access for specific tasks when needed
- Automatic Deprovisioning: Access revoked within 24 hours of role change or termination
Audit Logs
Complete audit trail for compliance reporting and investigations.
- User Activity Logging: All system access, searches, and actions logged with timestamps
- PHI Access Tracking: Every patient record access logged by user, date, and purpose
- Login/Logout Records: Authentication events tracked across all systems
- Change Logs: Modifications to patient data, schedules, and configurations recorded
- Retention: Audit logs retained for minimum 6 years per HIPAA requirements
MFA Requirements
Multi-factor authentication required for all PHI access.
- Universal MFA: All team members must authenticate with 2+ factors
- Supported Methods: Authenticator apps, hardware tokens, SMS backup
- Session Management: Automatic timeout after 15 minutes of inactivity
- Failed Login Lockout: Account locked after 5 failed attempts
- Biometric Option: Fingerprint/facial recognition for workstation access
Device Policies
Strict controls on devices that access patient information.
- Managed Devices Only: No personal devices access PHI-company-controlled equipment only
- Endpoint Encryption: Full disk encryption on all workstations
- USB Restrictions: Removable media blocked on all systems
- Screen Lock: Automatic screen lock after 2 minutes of inactivity
- Remote Wipe: Lost or stolen devices can be remotely wiped within hours
Incident Response Procedures
Documented procedures for identifying, containing, and reporting security incidents.
Detection & Identification
Automated monitoring alerts + human review to identify potential incidents within minutes
Containment
Immediate isolation of affected systems, access revocation, and scope assessment
Client Notification
Affected clients notified within 24 hours of confirmed incident per BAA requirements
Remediation & Reporting
Root cause analysis, corrective actions, and full incident report provided
Security Questions
What about HIPAA compliance?
Our team operates under a full Business Associate Agreement (BAA). All data stays within HIPAA-compliant systems with the same security protocols as US-based staff.
Where is patient data stored?
Patient data stays in your existing systems. We access your EMR/PM just like your in-house staff would, following all your existing security protocols and access controls.
Do you sign a BAA?
Yes, we sign a Business Associate Agreement with every client before any patient information is accessed. This is non-negotiable for us.
Questions About Security?
We're happy to discuss our security practices in detail and address any concerns.
Talk to Our Team