HIPAA accredited virtual agent solutions

HIPAA legislation provides data privacy and security provisions for safeguarding medical information. Those controls include

  • Administrative safeguards

  • Technical safeguards

  • Physical safeguards

This provides patients a level of confidence in the way their personal information is dealt with. To comply, a HIPAA covered entity - healthcare provider, health plan or health care clearinghouse - needs though to rigorously control ways in which patient information is used. This includes in patient self-service interfaces and other patient interaction automation across voice, text & web.

An independent security auditor has reviewed Inference’s own HIPAA compliance assessment, which covers our infrastructure and services.

This means that with appropriate development controls, HIPAA covered entities can confidently utilize Inference virtual agents for use cases such as those of existing clients below.

Interaction automation

    • Insurance coverage & claim checks

    • Account balance, disbursement, recent transaction status

    • Medical record release status

    • Prescription refill reminder and request handling

Agent assistance

    • Caller ID&V - validate member number and date of birth against CRM with screenpop transfer

    • Subscriber renewal outbound campaigns - voicemail drop and screen pop to agent on live call

Interaction steering and handling

    • Centrally managed auto-attendant with scheduled hours and holidays per location and transfer numbers

    • QforMe callbacks for receptionists

    • Prescription arrival notification

Learn more about Inference Solutions for Healthcare and our HIPAA accrediation in the pre-recorded webinar below.

Roger Venning