HIPAA-Compliant Call Center Services
Estarta maintains comprehensive HIPAA compliance to protect patient health information. We partner with healthcare organizations as a trusted Business Associate.
Important: This page describes our HIPAA compliance program. Specific compliance capabilities should be verified during your onboarding process. Healthcare organizations should consult with their compliance officers regarding Business Associate requirements.
Our HIPAA Safeguards
Comprehensive administrative, technical, and physical safeguards protect PHI throughout our operations.
- Designated HIPAA Privacy and Security Officers
- Documented policies and procedures for PHI handling
- Regular risk assessments and security audits
- Workforce training and management programs
- Incident response and breach notification procedures
- AES-256 encryption for PHI at rest and in transit
- Unique user identification and authentication
- Automatic logoff and session management
- Audit controls and activity logging
- Data integrity verification mechanisms
- Controlled facility access with badge systems
- Secure workstation policies
- Device and media controls
- Monitored and recorded work environments
- Clean desk policy enforcement
Agent HIPAA Training
Every agent handling healthcare calls completes our comprehensive HIPAA training program before accessing any PHI. Training is ongoing, not one-time.
HIPAA Fundamentals
Core training on Privacy Rule, Security Rule, and Breach Notification requirements
PHI Identification
Recognizing and properly handling protected health information in all forms
Minimum Necessary Standard
Accessing and disclosing only the PHI needed for specific tasks
Incident Reporting
Identifying and immediately reporting potential privacy or security incidents
Patient Rights
Understanding patient rights regarding access, amendments, and restrictions
Scenario-Based Training
Real-world call scenarios and appropriate handling procedures
Training Verification
Documented compliance
- Initial certification required before PHI access
- Quarterly refresher training with testing
- Training records maintained per HIPAA requirements
- Compliance verified during regular audits
Healthcare Services We Support
HIPAA-compliant call handling for healthcare organizations of all types.
Patient scheduling, appointment reminders, prescription refill requests, and general inquiries
Following provider-approved protocols to route urgent calls appropriately
Hospital call centers, specialty clinics, dental practices, and healthcare systems
HIPAA Compliance FAQs
Yes. We execute Business Associate Agreements with all covered entity clients before handling any PHI. Our BAA meets HIPAA requirements and clearly defines responsibilities for PHI protection.
All agents complete comprehensive HIPAA training during onboarding, including certification testing. Quarterly refresher training ensures ongoing compliance awareness. Healthcare-specific agents receive additional specialized training.
PHI is processed in HIPAA-compliant systems with end-to-end encryption. We can provide data residency options and detailed infrastructure documentation upon request.
We maintain documented incident response procedures including immediate containment, investigation, and notification protocols. Covered entities are notified within required timeframes for any confirmed breaches affecting their PHI.
Agents only access information provided during calls or through authorized, read-only integrations with your practice management system. Access is limited to minimum necessary information for each interaction.
We conduct annual third-party security assessments that include HIPAA compliance evaluation. Results and attestation letters are available to clients under NDA.
Ready to discuss HIPAA-compliant call handling?
Our compliance team can walk you through our HIPAA program and provide BAA documentation for your review.
Or call us directly: +1 (818) 418-5903
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