How the Pandemic Changed Healthcare Contact Centers & Video Redaction Services

The pandemic prompted a significant shift in how individuals sought healthcare, with surging numbers of patients utilizing modern technology to communicate with healthcare providers. As a result, healthcare contact centers have come to play a foundational role in healthcare customer service. 

Healthcare contact centers are critical for delivering timely and appropriate patient support, including helping patients with scheduling appointments, prescription refills, and care questions to improve the patient experience. With rising demand, contact center leaders may struggle with outdated systems that force customers to repeat information and lead to a slow and frustrating experience. 

To improve the customer experience, contact center leaders need to evaluate agent performance with stored video and audio recordings while ensuring the security of sensitive and personal information protected under the Health Insurance Portability and Accountability Act (HIPAA). Healthcare contact centers need redaction services that allow them to record, access, and protect audio and video.

Why does your healthcare contact center need video redaction services?

Manually removing personal or protected information from video recordings can be time-consuming, complicated, and leaves the possibility for error. Video redaction services can automatically remove private details to comply with security regulations, ensuring security and confidentiality.

Patients’ Expectations are Increasing

As patients become more comfortable with digital healthcare communications, their expectations for those interactions rise. Patients will expect a seamless omnichannel experience across their journey, regardless of how they communicate with healthcare representatives. 

For healthcare contact centers to ensure that individuals have a positive experience across channels, contact centers must easily access patient information and history without patients having to repeatedly provide their health history or repeat the same information constantly. 

The combination of increased demand and increased customer expectations may leave contact center agents, and their leaders feeling stressed, frustrated, and overwhelmed by inhibitors to an exceptional customer experience. To pinpoint where an agent is experiencing difficulty, such as struggling with finding the correct information or dealing with a slow system, healthcare contact centers must review quality recordings for both audio and video, redacting personal information to achieve regulatory compliance. 

Doing this manually can be tedious, wasting both time and resources. Instead, healthcare contact centers need an efficient HIPAA compliant redaction tool that can crypto shared original recordings containing sensitive audio and video. This will make it so that any personal info typed into the field on the screen wouldn’t be shown in the video when reviewed for quality purposes.

Digital Healthcare Requires Increased Data Security 

While digital healthcare communication allows for ease, and convenience for patients, they also pose a range of privacy and security concerns that healthcare contact centers must address. Removing sensitive, personal, or protected information from contact center records is a precise and complicated task. 

Healthcare contact centers must ensure that while reviewing audio and video records for quality management, patient data is protected in a manner that meets HIPAA requirements to ensure privacy. In addition, the digital nature of this medical information has also created concerns surrounding the vulnerability to hacking or other breaches of security. Through audio and video redaction, healthcare contact centers can store recordings either perpetually or for a predefined period of time without any concern that sensitive data is accessible by users.

The Need for Audio and Video Redaction

Healthcare contact centers are responsible for adequately handling protected information under HIPAA, most commonly done through redaction. Audio and video redaction remove personal or protected information from medical records. This assists healthcare contact centers with security, compliance, and data access.  

  • Security – Using 256-bit (AES) encryption for security and regulatory compliance, healthcare contact centers can prevent unauthorized users from accessing recordings and reduce the risk of fraud. 
  • Compliance – Automatically track the location of private information flagged to be removed from your final audio and video recordings to comply with security regulations, including HIPAA.
  • Data Access – Cryptoshred original recording containing sensitive audio. Store recordings either perpetually or for a predefined period of time without any concern that sensitive data is accessible by users.

Patented Redacting Capabilities Improve Security and Overall Satisfaction at Your Healthcare Contact Center

Custom workforce optimization tools from Authority Software allow you to record, access, and protect audio and video recordings for quality assurance and search easily and quickly by customer data fields. Enable your team’s effectiveness and improve retention with a modern WFO solution that supports the customer success journey. 

Learn what’s possible with AI-enabled workforce management.

Key Takeaways

  • Healthcare contact centers have come to play a foundational role in healthcare customer service. 
  • Patients expect a seamless omnichannel experience across their healthcare journey.  
  • Healthcare contact centers must ensure that while reviewing audio and video records for quality management, patient data is protected in a manner that meets HIPAA requirements.
  • Patented video redaction capabilities from Authority Software can improve security and overall satisfaction at your healthcare contact center.
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