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HIPAA-Compliant Call Tracking Software

CallTrackingMetrics software helps businesses optimize marketing, sales, and customer support while managing data safely and securely

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HIPAA/HITECH Compliance Program

Many marketers know that call tracking allows companies to track the sources of inbound phone calls, but it actually goes far beyond this single function. In reality, call tracking is an entire system of tools that can help organizations fine-tune their marketing efforts, sales performance, customer service, and more.

The CallTrackingMetrics platform gives businesses the ability to map calls back to particular advertising campaigns, to manage the performance of sales and support staff, and to efficiently route calls to their teams however large or small.

Healthcare providers need a way to track the performance of their advertisements and call center agents just like other businesses, but they also need to protect the sensitive information being collected.

CallTrackingMetrics offers a set of features that allow medical customers to maintain compliance with the regulations of HIPAA and HITECH while still being able to leverage the critical data for their marketing and sales departments.

Security Features

CallTrackingMetrics provides features and options for businesses to ensure that PHI is protected and their responsibilities are fulfilled. These features are available to the Advanced and Elite plans.

Encrypted in Transit

CallTrackingMetrics is encrypted using Transport Layer Security (TLS).

Encrypted at Rest

CallTrackingMetrics' platform uses encrypted volumes to store permanent data.

Logging

All access and modifications to PHI is logged by user, timestamp, and IP address.

Secure Notifications

Customize visible and accessible fields when setting up email or text notifications.

Secure Access

All plans allow for an unlimited number of users and a variety of access levels.

Dedicated Servers

CallTrackingMetrics uses dedicated servers for all portions of the platform that may handle PHI.

HIPAA and the Use of Our Product

The CallTrackingMetrics platform provides customers the ability to record, transcribe, route, and report on phone calls coming in and out of a customer's business. In the case of a medical practitioner, calls may involve the discussion and documentation of Personal Health Information (PHI).

According to the Privacy Rule, use of call tracking falls under the administrative operations usage of PHI. It is acceptable for this PHI to be shared with CallTrackingMetrics, but only when a Business Associate Agreement (BAA) is in place. If a marketing agency is assisting the healthcare provider then two cascading BAAs are required - one between the provider and the marketing agency, and one between the marketing agency and CallTrackingMetrics.

In addition to having a BAA in place, CallTrackingMetrics provides features and options for businesses to ensure that PHI is protected and their responsibilities are fulfilled. It's important to note that some of these features are not on by default, so administrators will need to enable these options in their account to be compliant.

These features are available on both our Marketing Plan and our Contact Center Plan. Unlike other providers, we do not require that customers move to a special HIPAA plan, but rather we provide the security options needed to ensure compliance within existing plans.

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More About HIPAA & CTM

Looking for an answer? Visit our FAQs page to see what others in the community are asking. You can also contact our team any time!

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