Live chat tools allow healthcare providers to improve patient experience by answering their concerns and queries quickly and easily. Instead of waiting for a specific period to get a response, the live chat agent can provide real-time assistance.
Whether it concerns answering prescription queries or confirming scheduled follow-ups, you can benefit from using live chat tools to streamline communication. Still, despite its capabilities, you must ensure it adheres to HIPAA guidelines. Otherwise, your organization could risk violating patient privacy.
5 Top HIPAA-Compliant Live Chat Tools:
1. Freshchat
Freshchat provides a unified platform for Support, Marketing, Sales, and bots to have contextual conversations. It integrates with popular messaging apps like WhatsApp for Business, Instagram, and Facebook Messenger, consolidating all message exchanges into a single inbox. The platform’s automation features enable quick bot deployment, automation of repetitive queries, and integration with CRM or ERP tools to help healthcare providers communicate efficiently.
The HIPAA-compliant live chat solution also offers tools to make customer service teams more productive. Its Team Inbox simplifies the agent’s workflows so they don’t need to switch screens to obtain client information. Its real-time dashboard provides vital metrics on response times, resolution times, and ongoing conversation statuses. Those who want to try it out can avail of its 14-day free trial offer.
2. Help Scout
Help Scout offers live chat HIPAA compliance through Beacon, an all-in-one email, chat, and self-service support tool. Users can set their availability status for different inboxes, choosing from Available, Assign Only, Unavailable, or Custom options. Presence detection automatically adjusts a user’s chat status to Unavailable when they log out, close browser tabs, or lose internet connection. It also appears whenever the agent’s device sleeps or hibernates. Meanwhile, the Maximum Chat setting defines how many simultaneous chats users can handle. The status will automatically switch to Assign Only upon reaching its limit.
Also, its platform resembles an inbox, allowing users to streamline customer conversations, utilize AI for improved replies, and centralize support across channels, including email, chat, Facebook, and Instagram. Its built-in reporting provides insights into volume, customer happiness, response times, and more.
3. LiveChat
LiveChat is a comprehensive messaging solution for businesses that want to improve engagement, monitor team performance, and adhere to HIPAA standards. Companies can add a customizable chat widget to their websites with a single click. The platform also allows managing multiple websites from one account, utilizing features like rich greetings, message previews, and detailed customer information.
The HIPAA-compliant live chat solution enables efficient customer service through various features. It includes agent groups, performance monitoring, and customer satisfaction ratings. The platform also protects health information with GDPR compliance, single sign-on, Privacy Shield certification, and HIPAA readiness. Moreover, it seamlessly integrates with popular tools like ChatBot, Google Analytics, Mailchimp, and Whatsapp Business.
4. MedChat
An innovative conversational AI platform, MedChat automates conversations for healthcare providers, payers, and life science companies. MedChat’s intelligent AI workforce handles tasks ranging from simple to complex, traditionally managed by human agents. It also offers a Reporting Studio with custom dashboards, providing immediate access to critical metrics and enabling teams to take insight-driven actions.
MedChat automates intricate communication tasks and makes teams more efficient. The Live Chat feature is reimagined with an intelligent GPT-powered co-pilot. Meanwhile, Mia AI, or Machine Intelligent Assistance, utilizes cutting-edge LLM and GPT models for next-generation automation. The platform also uses “Spaces” or organized chat channels for internal messages.
5. OhMD
OhMD offers a website live chat tailored for the healthcare industry. Patient contact cards enable information collection for web chat or text message outreach, even if visitors leave the site. Moreover, healthcare organizations can customize the live chat’s appearance to match their website branding. To access Live website chat, you must upgrade to the OhMD Reach plan. You cannot avail of this functionality with just the Basic plan.
One standout feature of OhMD is its integration with 85 Electronic Health Records (EHRs). It saves patient conversations directly into the corresponding patient charts in the EHR. It’s also worth noting that the platform integrates with popular EHR systems like eClinicalWorks, Epic, and Cerner.
Key Features of HIPAA-Compliant Live Chat Solutions
When looking for a live chat tool, consider those that can offer the following features:
- Access controls: Only authorized personnel should be able to view or interact with patients on live chat. Even if the live chat provider uses AI, the AI conversations should still be encrypted and viewable by authorized staff.
- Data recovery: HIPAA-compliant live chat platforms should implement a high-level architecture for database backups. Ideally, they should support automated backups and on-demand backups. The recovery design process should ensure data integrity while minimizing replication errors.
- Encryption: Basic security features like encryption is a must. After all, it ensures that only those with permission can access the information shared in live chat conversations.
- Security audits and updates: HIPAA-compliant tools should undergo frequent security audits to identify potential vulnerabilities. It’s also critical to keep tabs on the latest system or database updates to stay ahead of emerging threats.
HIPAA Compliance and Live Chat: Making the Right Choice
Ensuring HIPAA compliance in live chat solutions shows that healthcare organizations value patient privacy and quality communication. Apart from what’s listed above, other alternatives like iFax use military-grade encryption to send messages securely. It also allows sending and receiving faxes using any device, helping you save on costly machine maintenance.
Also, adopting secure communication channels goes beyond ensuring compliance. You can also consider it as a strategic investment. Using HIPAA-compliant live chat tools, your organization can resolve patient queries and concerns faster.
