Archive for category: PCI Redaction

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, which impacts their quality management of video redaction. 

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 With rising demand, contact center leaders may struggle with outdated systems that force customers to repeat information and lead to a slow and frustrating experience.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.

The first step towards improving the ease of your customer’s experience, becoming more customer focused and improving relationships is taking a comprehensive look at your customer’s journey. Customer experience should be at the very center of your business strategy. That said, recent research has shown that your customer can have positive experiences at each touchpoint along the customer journey but still have an overall negative experience. This may seem counterintuitive, but it’s important to consider the journey as a whole and not as a series of individual events.

What is a  Customer “Touchpoint”

A customer touch point occurs any time a customer comes in to contact with your organization. This can include a visit to social media, contacting sales, visiting the website, or receiving print materials. It can also include indirect contact such as an online review that could still influence a person’s opinion of a brand.

 

How is it Possible for Individual Touchpoints to Go Well but Fail as a Complete Customer Experience?

There are many factors that can influence the customer journey as a whole that are not related to each individual interaction. For example, the sequence of interactions could impact the end results. Or each interaction could be positive, but not be aligned to result in the optimal outcome for the customer.  Improving the customer journey means paying attention to the experience as a whole.

 

Getting Started

In recent times, the number of touchpoints possible along the customer journey has grown exponentially. New technology is constantly adding touchpoints, from chatbots to smart speakers to even smart watches. The challenge is how to control the ever increasing number of channels, and how to obtain a complete view of the customer journey when it is always changing.   

Before you get started on your analysis, try and create a list of each touchpoint where a customer may have contact with the brand or could be influenced about the brand’s perception. Be sure to ask for input across departments, so no touchpoint is missed. Determine what the biggest pain points are and rank them.

 

Optimizing the Customer Journey as a Whole

After you have a complete view of your touchpoints, you can begin to step back and take a look at the big picture. How do these channels relate, or come together? How does one touchpoint impact the experience in future touchpoints?  

A Final thing to consider is that the last interaction you have is the most memorable. How can you make that a positive experience? Is there a way to rearrange the journey so the last experience is a positive one?

Not every business needs a CRM software solution, and the determination for whether or not you need one is not based on company size. It is dependent on a number of things, including the nature of the business, types and complexity of transactions, amount of available data and data sources, and others. For those businesses that do have a need for a CRM, not finding the right solution can be a barrier to continued growth and success.

Efficient CRM software allows you to work smarter by managing customer relationships and other key aspects of your business. If you think that your company may have grown to the point where a CRM would be beneficial, then you can go through the following checklist to decide whether it’s time to take the next step.

 

It’s Hard to Keep Track of Your Leads

If your business has reached a point where you have more leads than you can manage, then you’re going to need to implement a CRM software solution. Leads bring new revenue and will grow your customer base.

To convert these leads you’re going to need to keep track of who they are, even if you don’t have the time to contact them all at the same time. By using CRM software, you can keep track of potential future clients and perform actions like schedule follow up calls to guide the lead towards a final conversion.

Inefficient spreadsheets or even a paper system of lead tracking can mean that you miss out on opportunities, and you may even lose lead details entirely. Implementing CRM software will reduce the overall effort that is required to keep track of leads, freeing up you and your team to focus on conversions and post-sales support.

 

You’re Not Capitalizing on Existing Customer Relationships

Do you find yourself unable track customer interactions in an effective way?

Nurturing customer relationships is critical for customer retention, repeat business, and developing customer loyalty. Relationships are formed through information and effective interactions. When your sales and support agents have all necessary information available to them, they’ll be able to have more meaningful interactions with your existing customers.

Implementing a CRM can also provide benefits when dealing with disputes or any other customer issues.

 

Your Sales Process is Complicated or Lengthy

This is a sign that you are likely very familiar with.

A lengthy sales process requires skillful management. If your sales staff doesn’t have details of the process at every stage, they risk losing opportunities during the conversion process. A CRM can provide a number of benefits, with a primary one being the ability to track every interaction. Consumers can become frustrated when they are given repeat information, asked for the same information multiple times, or when they communicate with staff who have no knowledge of the interaction history.

CRM software can ensure that any of your sales staff can pick up on the sales process, even if it’s their first personal interaction with a prospect.

 

You Want to Track Important Data to Make Future Business Decisions

Stagnation can lead to underperformance, decreased revenues and dissatisfied customers and staff. Continuous improvement and innovation are elements that the world’s largest and most successful businesses share. To make the right business decisions that allow you to succeed, it’s necessary to have a source of accurate data that is easily accessible. A CRM solution can help in this area.

A CRM will allow your business to record all customer interactions – sales, leads, trouble tickets – whatever is pertinent to your particular business. Information collected can be leveraged to determine areas where your organization can improve, and areas that require investment or changes in process. The data could even be used for developing future products or services.

 

Become More Efficient with CRM Software Implementation

CRM implementation will benefit businesses of every size, and when properly implemented, it can be a critical tool to help drive success and growth. The right software solution will ensure that your business can stay organized as it grows, and you’ll be able to work smarter while reducing unnecessary tasks.