As a physician's office or medical practice, you understand the importance of HIPAA training and compliance. You staff is HIPAA trained and you take great care to ensure every one complies with all state as well as federal regulations regarding patient privacy and confidentiality. You're confident about HIPPA training, protocol and practices at your office, but what about your answering service?

Since they work with sensitive patient information, physicians' answering services are required by law to be HIPPA compliant. Live operators at call centers may access, transfer and discuss patient information via telephone, fax or the Internet. Specific HIPPA regulations outline exactly how this must be done, and there is no room for error.

One of the biggest mistakes physicians make when it comes to call centers is assuming that training equates to HIPAA compliance. The fact is, HIPAA training does not guarantee compliance. If you already utilize an answering service or are considering hiring one for your medical practice, it's up to you to ensure the company you choose is fully HIPPA compliant.

Asking an answering service whether or not they comply with HIPPA is a good start. Ask for a copy of their Business Associate HIPAA Compliance Form. Then ask about how they manage the basic regulations outlined in HIPPA.

As an example, how does the answering service address the requirement that all patient information sent to any electronic device must be encrypted? If you receive a text message from your answering service, will the message have been sent in accordance with HIPPA regulations?

Complying with HIPAA training requirements is a must for any medical answering service, but so is compliance with all HIPAA regulations. Keep in mind that a medical call center is either entirely HIPPA compliant or it is out of compliance. HIPPA training is crucial, but it is not a compliance guarantee.