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What Are Wireless Business Phone Systems?

What Are Wireless Business Phone Systems? | Healthcare and Technology news | Scoop.it

Small businesses take a lot of calls each day. How many? They get approximately 400 million per day.

 

Historically, growing small businesses turned to PBX or private branch exchange systems.

 

In recent years, however, small businesses chose wireless business phone systems. So, what is a wireless phone system and how does it compare with traditional PBX systems?

Traditional PBX

A PBX system basically works like a switchboard. It allows internal users to call one another on local extensions. It also routes external calls through a set number of external lines or numbers.

 

Some businesses inherit old PBX systems that prove entirely analog when they buy or lease a building. These systems will disappear over time as PBX service providers switch over to digital technology to route calls.

 

PBX solutions were deisgned for single location businesses in which all workers come into the office every day to work.

Wireless Systems

A wireless phone system performs the same essential routing tasks as a PBX system but does it without the pesky hardware. Instead, wireless systems use a cloud-based system that centralizes all of the call routing. Instead of all your calls getting routed around by on-site, analog or digital switches, the routing happens on a server at a data center.

Wireless System Benefits

Wireless systems offer a wide range of potential benefits, many that you can’t get through a PBX system or only for a fee.

 

The switch to a modern, cloud-based system makes a bunch of exciting features available. Video conferencing tops the list. With businesses relying on remote workers, video conferencing helps maintain team unity. Many providers bundle this feature in a standard part of their service package.

 

You can also take advantage of call recording services, which lets you monitor customer service calls. That lets you coach your team when they fall away from best practices. You can also record client meetings to keep track of orders or new service contract particulars.

 

Service providers may also offer integration with your CRM system. This helps keep your customer records up-to-date whenever you get a call.

Standard features you get with wireless systems include:

  • Talk and text
  • Computer-based calling
  • Multiple extensions
  • Video chat

Of course, no system lacks flaws. So, let’s move on to the pitfalls.

Wireless System Pitfalls

As with all other cloud-based applications, a wireless phone system depends on a stable broadband connection. If your broadband service is sketchy, the quality of your calls will end up equally sketchy. You could expect fade-outs, distorted speech, or dropped calls.

 

The good news is that broadband quality and reliability has come a very long way in the last few years and most people can count on having sufficient bandwidth to support calls that are indistinguishable from land-line calls.

PBX System Pitfalls

PBX systems create several pitfalls.

You’ll pay a hefty fee for the hardware and installation. That’s before you even get into the cost for the service and lines. Since cloud-based systems have no hardware, you pay no hardware or installation fees.

 

Each individual line you get from the service provider costs money (they are usually purchased in groups of 23) and you’ll pay an additional per minute rate for each call.

 

By comparison, wireless systems typically charge a small fee for each number and either a low, per minute rate for domestic calls or an unlimited calling plan.

Picking Between the Options

For many businesses, a wireless system makes a lot of sense.

You get a wide range of additional features you can’t get with PBX. You avoid steep hardware and installation costs. You can even dodge long-distance fees with a little bit of effort.

 

For any business with access to good broadband, it’s something of a no-brainer.

 

 

 

Technical Dr. Inc.'s insight:
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Healthcare Organizations Mature their Cybersecurity Practices

Healthcare Organizations Mature their Cybersecurity Practices | Healthcare and Technology news | Scoop.it

Cyberattacks in the healthcare industry show no signs of abating. In 2018, digital criminals breached 15 million healthcare records. Alarmingly, in the first half of 2019 alone, 32 million healthcare records were compromised as a result of multiple security incidents.

 

Among those was the American Medical Collection Agency (AMCA) breach, an event which affected 24 million patient records when an unauthorized user accessed systems that contained sensitive information.

 

The breach ultimately led AMCA to file for bankruptcy, and it affected over 20 AMCA customers like Quest and LabCorp.

 

Despite the growth in cyberattacks in the healthcare industry, healthcare organizations continue to underinvest in cybersecurity. Compared to other industries like the financial industry, which invests 15% of revenue on cybersecurity initiatives, the healthcare industry invests only 4-7% of revenue.

 

Healthcare organizations under-invest in cybersecurity, even though the industry incurs the highest per capita cost of a breach. According to the IBM 2019 Cost of a Data Breach Report, the average cost per breached record in healthcare is $429.

 

Although the financial industry has the second-highest average cost per breached record at $210 per breached record, healthcare incurs more than double the cost than finance.

 

To mitigate breaches to confidential patient information, HIPAA was instituted to ensure the confidentiality, integrity and availability of protected health information, so it came with attendant fines for non-compliance.

 

To improve their cybersecurity posture and avoid fines, many healthcare organizations have taken steps to ensure that they comply with HIPAA and that they pass the HIPAA audits.

 

Recognizing the need to improve their security posture, many mature healthcare organizations have adopted industry-standard frameworks like NIST and CIS. Also, many healthcare organizations recognize their need to achieve compliance with other regulatory standards like PCI and SOX.

 

Yet the spate of breaches in healthcare demonstrates that achieving compliance does not guarantee a secure environment, especially when healthcare organizations focus on passing audits at a point in time.

 

While healthcare organizations marshal resources to ensure they pass audits, the organization returns to business as usual, leading to a less secure posture over time.

 

As a result, mere compliance with security standards has had a limited impact on the security posture of healthcare organizations.

 

Achieving and maintaining compliance with these various, complex, ever-changing standards and regulations can be burdensome for healthcare organizations.

 

This challenge is only exacerbated by the technical skills gap. Organizations, especially healthcare organizations, continue to be challenged with hiring, retaining and training cybersecurity professionals. Recent statistics show that there will be 3.5 million unfilled cybersecurity positions globally by 2021.

 

The HITRUST Common Security Framework (CSF) was introduced to ameliorate the challenges healthcare organizations face in trying to achieve compliance with the various, complex and evolving standards and frameworks.

 

HITRUST CSF incorporates existing standards and regulatory policies like HIPAA, PCI, NIST, ISO into an overarching comprehensive framework that remains sufficiently prescriptive in how control requirements can be scaled and tailored for healthcare organizations of varying types and sizes.

 

However, attempting to attest to the HITRUST CSF using manual methods negates the benefits of the HITRUST CSF, as this greatly increases the chances of error.

 

In addition to the extra time and effort that is required to track compliance manually, which is only compounded around audit time, information that is manually collated into a report is hard for an auditor to verify.

 

As a result, Tripwire partnered with HITRUST to help healthcare organizations automate HITRUST CSF compliance. Tripwire is one of only two cybersecurity providers to have partnered with HITRUST for the automated reinforcement of CSF compliance.

 

Tripwire has the industry’s largest platform and policy coverage, including legacy systems.

 

It has a proven track record of helping organizations achieve and maintain compliance with HIPAA, PCI and SOX as well as adhere to security frameworks like NIST and CIS.

 

Now, Tripwire can help organizations automatically achieve and maintain compliance with HITRUST CSF as well as prove compliance with out-of-box, HITRUST-certified reports. This helps them:

  • Quickly achieve and maintain compliance, including audit-ready proof of compliance
  • Accurately align with the HITRUST CSF with Tripwire’s HITRUST-certified mapping
  • Keep up with new HITRUST CSF versions while strengthening your cybersecurity posture
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Telemedicine Platforms Attracting Big-time Investments

Telemedicine Platforms Attracting Big-time Investments | Healthcare and Technology news | Scoop.it

We’ve seen enormous changes in the healthcare industry in recent years, mostly relating to the more efficient storage and usage of patient data through blockchain technology and the digitisation of patient files.

 

In the past two decades, the growing penetration of technology in the industry has yielded new medical devices, automated treatments, and improved diagnostic processes, giving doctors, scientists and patients renewed hope for the treatment of diseases some of which, until now, have been largely untreatable.

 

Blockchain has enabled the seamless global exchange of patient information in real time with reduced transaction costs and fewer administrative delays, enabling much faster, more secure and more efficient exchanges of health records between medical personnel.

 

But technology isn’t only transforming the way patient information is handled; it is also revolutionising the way patients receive medical care.

 

Telemedicine -- the use of information technology to remotely diagnose, treat, or continuously monitor patients - has been hailed the ‘next disruptor’ of the healthcare industry.

 

In other words, the industry has at last recognised that waiting for hours at a doctor's office to ask a simple question or get a prescription can in some cases be so burdensome and frustrating that it can prevent patients from seeking medical help.

 

About time, too. If every other aspect of our lives has been digitised -- from job hunting, to online dating, to doing the groceries -- why haven’t we yet digitised the process of receiving medical care?

 

Often, a doctor’s check-up is so simple that all that is required is a quick verbal check of symptoms and a quick glance into the patient’s eyes.

 

If this could be done remotely through video technology in less than five minutes, it benefits both the physician -- who can in turn help more patients on average -- and the patient, who needn’t risk becoming even more sick by leaving home and sitting in a crowded waiting room with other ill people.

 

By empowering caregivers to remotely interact with their patients, telemedicine has the power to completely transform health care delivery, by making it far more affordable and available.

 

In fact, it has already begun to do this: in 2018, over 7 million patients used some sort of a telemedicine service in the U.S., and that number is only expected to rise over the next few years. Over half of America’s hospitals already use some sort of telemedicine, and there are more than 200 telemedicine networks in the US alone. Inevitably, with anticipated growth comes unprecedented industry investment - and the telemedicine industry is no exception.

 

There have been huge investments in the global telemedicine market in recent years, so much so that it is anticipated to grow from its current $38.3 billion valuation to an impressive $130.5 billion by 2025.

 

This encompasses value derived not only from the services provided through telemedicine but the devices and platforms that support service delivery. 

 

As healthcare companies look for ways to reduce costs and improve patient-centered care, more and more providers -- as well as investors -- are choosing to invest in shares in telehealth.

 

According to recent studies, 56 percent of healthcare executives say they have already integrated telemedicine - and more specifically, software as a service (SaaS) business models - into organisation, while another 24 percent are currently looking to invest in telemedicine solutions.

 

The remaining 20 percent are just beginning to become familiar with the opportunities presented by telehealth and telemedicine.

 

One particular platform - Colorado-based CirrusMD, which gives patients access to a board-certified physician in less than a minute on the app or on the web - has seen the largest investment to date in the telemedicine world, with a further US$15 million in funding having just been granted for the expansion of its telemedicine portfolio.

 

The money was raised through a series B funding round led by Drive Capital, bringing its total venture capital raised to $26 million altogether.

 

Founded in 2012 by an emergency physician, the platform is available across 50 states and differs from other telemedicine platforms in that members don’t pay upfront to physicians. Instead, it teams up with integrated delivery networks who pay doctors by the hour to deliver services via its platform.

 

CirrusMD is far from alone in the telemedicine sphere, mind you. It vies for the attention of patients alongside competitors Heal, Pager, Kry, HealthTap, Snap MD, Mfine, Pager, K Health, and Doctor on Demand, the latter of which just pulled in $50 million to continue expansion of its virtual doctor platform.

 

Maven - the first telemedicine platform made specifically for women - just launched with $2.2 million in seed funding, and Spruce just raised a further $15 million for its new platform which caters to people with dermatology conditions.

 

With 25 percent of consumers admitting they would willingly switch their primary care provider for one that offers more telehealth services, and with 75 percent of people saying they would be happy to attend a doctor’s appointment remotely, it's extremely likely that the telehealth and telemedicine industry will grow at an exponential rate in the next few years, paving the way for huge opportunities for those willing to invest in the digital infrastructure that supports it.

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How Does a Cloud Phone System Work?

How Does a Cloud Phone System Work? | Healthcare and Technology news | Scoop.it

What Is a Cloud-Based Phone System?

A cloud-based system is a phone system that uses your internet connection instead of traditional phone wires or cellular services.

How Is a Cloud Phone System Different From Traditional Phone Systems?

Traditional business phone systems consist of three components. The telephones, the PBX software and hardware that controls calls and handles other features like voicemail, and a physical connection to the telephone network through PRI lines.

 

That’s a lot of software and hardware for a business to pay for, install, and maintain.

 

Cloud phone systems (also called VoIP) make all of that unnecessary. Your provider takes care of the software and hardware. All you need is a connection to the internet and an endpoint which can be a traditional desk phone, software in your browser, or an app on your mobile phone.

 

You get out of the business of running a phone system, but get to enjoy all of the features of an enterprise-class solution. How cool is that?

What Is the Call Quality Like?

Call quality was a big problem in the early days of VoIP, but now that high-speed broadband connections are ubiquitous, call quality is usually exactly the same as a traditional land-line.

 

Of course, you need to test any solution you consider to make sure it plays well with your broadband and devices. Look for a solution that doesn’t lock you into a long-term contract.

What About My Cell Phone?

Your cloud phone service should be as portable as the internet connection you use.

 

Some providers even offer an app to make using your cell phone easier. This makes it easy for your employees to answer work calls on their cell phones without anyone knowing the difference.

Can a Cloud System Grow As My Business Grows?

Absolutely. Many businesses start small, with a few employees or even just one owner. They then grow to employee hundreds or thousands.

 

With a traditional system, you would need the help of a full IT team to add additional lines or extensions. You would need to rewire the copper wires on-site if you want to add any upgrades.

 

With a cloud-based system, an administrator just needs to use the admin panel. From there, he or she can add anything they’d like. No on-site maintenance needed.

 

Not to mention the fact that it can make a smaller business look even larger and more professional.

How Secure Is It?

There are always security risks in a phone system. With a cloud system, there are far more security measures.

 

Data encryption, network security, HIPAA-compliance measures, secure voice, and video, and more all work together to make sure your calls are safe.

No Maintenance, Really?

With a cloud-based system, you don’t have to worry about any maintenance. Any time there is an update (bug fixes, net features), they are added to the software.

 

Then, as those updates are released, your business phones will automatically update. You can focus on the parts of your business that really matter, not on your phone upgrades.

How Much Will a Cloud-Based System Cost?

A cloud-based system is surprisingly affordable. The biggest cost to think about is the internet connection. But, if you already have that, then you only need to think about the setup and the monthly bill.

 

Prices vary based on features, so it’s smart to shop around. One word of caution, however. Cheaper doesn’t always mean better. Make sure you add features, quality, flexibility, and support into the equation during your evaluation.

 

You can absolutely find an affordable solution that will meet your needs.

 

When you do the math, a full year of a cloud system will cost far less than half the prices of a typical system.

 

How Difficult Is the Setup?

Every solution is different, so keep setup in mind when you look at your options. With Phone.com, you simply fill in a few details about your needs and business, log into the control panel, add the ap to your mobile phone and begin making calls right away.

Choosing the Right System

Depending on your business size, needs, and budget, there are several provider options.

 

Phone.com is a solid option for almost any business size looking to get the right phone system installed.

 

In addition to all the usual perks that come from a cloud-based phone system, phone.com users also get extra features like call blocking, call screening, hold music and more.

 

Thanks to these tools callers believe they are dialing into a large and professional organization (even if you’re just getting started).

Cloud-Based Systems Are The New Age Phones

Businesses are walking away from traditional phone systems and it’s easy to see why. A cloud phone system offers a maintenance-free solution to voice service worries.

 

Everything is hosted off-site, on secure networks, and to top it off, it’s easy on your pockets.

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Top 10 Applications of Computer Telephony Integration

Top 10 Applications of Computer Telephony Integration | Healthcare and Technology news | Scoop.it

There are countless of CTI (computer telephony integration) applications that make implementing the technology one of the best things you can do for your business.

 

1. Pop-up Screen/ Screen Popping


CTI integration allows you to implement a pop-up screen interface for your agents. Through this, you get a feel of the immense possibilities when communication integrates with information.

 

The screen popping CTI application opens up a dashboard whenever your agent interacts with a caller. This shows relevant information about the caller, as you’ve configured it in the system and depending on the applications and software you’ve integrated with your CTI.

 

You can display and log call origin, IVR selection, authentication status, as well as the caller’s issues, purchase history and support history, among other data.

 

2. Speed Dialing


CTI’s speed dialing system is perfect when your team has to meet outbound call objectives.

 

Speed dialers can be configured to continuously make calls, bypassing wrong numbers and busy signals. Agents are patched in only when a person answers the other end of the line.

 

This often comes with a report on call volume, wait times and other call metrics. Increase the productivity of your sales team through CTI’s speed dialing.

 

3. Phone Flexibility/ Phone Control


How you make yourself accessible to your clients, prospects, and the team is flexible through CTI’s phone control or phone flexibility application.

 

You can easily configure the system to “find you” when you’re not logged into the system. Use your mobile devices or laptop to connect.

 

This can set you and your team apart from the competition. Accessibility can be your edge when it comes to sealing deals and starting co-beneficial business relationships.

 

4. Call Routing


CTI’s intelligent call routing lets you become more responsive to your callers. Route calls according to their IVR selection, demographics, call history, agent specialization, and availability, among other factors.

 

This can mean faster call processing, happier (or less frustrated) callers, and more efficient call agents.

 

5. Call Transfers


Call transfers are also better implemented through CTI. This isn’t just about transferring calls from person to person.

 

CTI’s call transfer application allows for seamless agent transitions, wherein data about the caller is transferred too.

 

This unburdens the caller from having to repeat their information. It cuts call processing time, which is especially important in compound support calls.

 

6. IP Telephony and Conferencing


Collaboration has improved by leaps and bounds because of IP telephony, particularly through its low-cost IP-based broadband multimedia telecommunications.

 

A direct result of this is the more rampant use of conferencing applications.

 

In the past, sales presentations had to be done in person. Inside salespeople, then, were not as effective as those in the field.

 

Today, the location has become irrelevant. IP telephony and conferencing applications bridge the gap – connecting agents with prospects and customers as if they’re meeting face-to-face.

 

How effective your team is in utilizing this application depends on their skills, and the available sales information and supporting tools.

 

The technology is already there – fully developed – for you to integrate and optimize your sales processes.

 

Other IP telephony and conferencing applications include team collaboration, multi-location meetings, and remote training sessions.

 

7. IVR (Interactive Voice Response)


Your IVR application is perhaps your first-line interaction with your audience. It is your first try at making a good impression. Configure your CTI’s IVR application correctly and optimally, and you get efficient, personalized and data-driven interactions – not to mention, happier customers and prospects.

 

Your IVR application uses keypad and voice DTMF tones to communicate with your servers. Through IVR selections, callers can reach specific persons or departments.

 

They can also do basic account processes, such as status inquiries and password updates, among other tasks.

 

An optimally configured IVR can cut down call processing time, reduce call traffic and make a good first impression.

 

8. Advanced Call Reporting Functions


One of the best things about CTI is that you can put together data into reports that help you see the big picture. Analyze the many aspects of your business, such as call traffic, inbound and outbound sales calls, and support requests.

 

Through CTI’s advanced call reporting functions, you can parse through historical data to gain insight on how effective your team or call agents are.

 

See where there are support gaps and do something about it. You can also assess real-time data when you want to zoom in on your agent’s interpersonal and problem-solving skills.

 

9. Voice Recording Integration


Voice recording integration plays an important role in contact centers where the quality and integrity of interactions are crucial. Voice recording applications allow you to record and archive voice calls in order to improve your team’s effectiveness, reduce liabilities and comply with industry standards (such as the Payment Card Industry Data Security Standard/ PCI DSS).

 

Record calls and accesses these later on for future assessment. Or, you can also conduct real-time monitoring across mixed telephony environments.

 

Through Voice Recording Integration, you don’t just have textual data as the basis for agent training, reporting and assessment.

 

You also have voice data that protect you from liabilities and support the initiatives and changes you implement for your operations.

 

10. Call Center Functions


Because the development of CTI into what it is now was partly in response to the needs of the call center industry, it’s not a big surprise that call center functions are some of CTI’s top applications.

 

Automatic caller authentication, whisper coaching, call barging and warm transfer (among so many more call center functions) are key functions that drive the adoption of CTI technology.

 
Technical Dr. Inc.'s insight:
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Telemedicine and HIPAA 

Telemedicine and HIPAA  | Healthcare and Technology news | Scoop.it

The digital age has presented numerous benefits for a variety of economic sectors with the health industry among the biggest winners.

 

From faster communication between patients and health professionals to better service delivery, health organizations have seen improvements in a variety of daily operations.

 

Sadly, the digital age is a double-edged sword, and as more health organizations use the latest technology, there is the looming threat of poor data security.

 

Threats such as the WannaCry ransomware attacks, which have wreaked havoc on the economy to date, are a constant reminder that data security should be a priority for organizations looking to leverage advancements in technology.

 

For instance, while telemedicine promises improved service delivery, it introduces a security complexity.

 

HIPAA (Health Insurance Portability and Accountability Act) regulations have been a cornerstone for setting and raising the security standards in healthcare, and telemedicine might actually make it easier for health organizations to remain compliant.

 

At the same time, a lot has to be done to improve the security loopholes presented by such technologies.

 

Here are how HIPAA and Telemedicine fit with each other and the things that need to be done for better data security.

The Constant Threat Of A Data Breach

Data collected by health organizations can be a gold mine for most threat actors. Some of the Protected Health Information (PHI) data include personal addresses, names, medical history, identification numbers, and even credit card numbers.

 

In the wrong hands, these data can be used for identity theft, for buying medical supplies fraudulently, or even holding health data at ransom as in the case of WannaCry attacks.

 

The sad truth is that ePHI will be at the disposal of threat actors unless the right security controls are put into place.

 

First, unless internal organization systems are strong enough, it can be easy for hackers to gain access to networks or even user accounts. In some cases, they may only need to access a low-level user account before escalating their privileges.

 

Second, when it comes to third party business stakeholders, failing to pick security-concerned partners will easily lead to data breaches.

 

Lastly, insider threats continue to be a risk. If access control isn’t a staple of a health organization’s security system, it can be easy for a disgruntled employee to offer this data out to threat actors. All these are concerns that can be handled by HIPAA compliance, and embracing telemedicine with HIPAA compliance at the back of your mind is a step in the right direction.

How Telemedicine Has Revolutionized The Health Sector

In a nutshell, telemedicine has made the transfer of medical data at a distant quite easy. Diagnoses, medical history, lab tests, and prescriptions can be transferred more easily and cheaper than normal. It also saves the costs of having to transfer patients from their homes to hospitals for diagnoses that could easily be done via video calls.

The HIPAA Rules That Affect Telemedicine

The HIPAA guidelines cover more than the patients and doctors communicating ePHI at a distance. It deals with the communications channels and any third party involved in the communication process. Ideally, for telemedicine to be compliant with HIPAA, the parties involved need to comply with these security rules:

 

  • Ensure that only the authorized parties gain access to ePHI
  • The channels of communication used to communicate ePHI at a distance ought to be secure enough to the standards of HIPAA.
  • There needs to be a system in place for monitoring the different communications containing ePHI to prevent the chances of accidental or malicious data breaches.

 

As long as physicians have effective safeguards in place for addressing access control, the first bullet point should be easy to comply with.

 

As for the second point, insecure channels such as email, Skype, and SMS are eliminated from ever being used. Lastly, the onus is upon those in charge of the ePHI technology to ensure that there are systems in place that can help monitor communication and facilitate the deletion of unused data if the need arises.

 

Both of the last points also look to address issues relating to where ePHI is stored.

Why Conventional Communication Channels Might Not Suffice

If the ePHI created by a physician (covered entity) is stored by a third party, the third-party and the covered entity have to sign a Business Associate Agreement (BAA).

 

The BAA ought to include details about the methods the third party will use to secure the data and procedures for auditing the data’s security in accordance with the HIPAA guidelines.

 

Since the copies of ePHI are bound to remain in the servers of conventional communication firms, such as Google, Verizon, and Skype, the covered entities ought to have a BAA with such bodies to remain compliant with HIPAA.

 

Sadly, Verizon, Google, and Skype might not enter into such BAAs, meaning that the covered entities will remain liable for fines for any breaches that occur from the lack of HIPAA compliance by these third-party entities.

 

The covered entities, telemedicine providers, might also fail HIPAA audits.

Aligning Compliance And Telemedicine

The ideal messaging solution should be secure. It should also offer the same communication speed as Skype, SMS, or email, while also complying with the HIPAA security rule.

 

This means that only authorized users should be allowed to access ePHI, the communication channel should be secure, and it should be fairly easy to monitor the activity on the channel.

 

The channels of communication should also be user-friendly enough for both patients and physicians to use during interactions.

 

Each authorized user can gain access to the channel through a centrally-issued username and password, which allows them to communicate with other users within the private communication network of the covered entity.

 

The channel should allow all types of communications, including images, documents, and videos.

 

These media should be encrypted both while in transit and at rest. As for monitoring the communication, the messages should be monitored through a cloud-based platform to ensure secure messaging policies are adhered to according to HIPAA rules.

Telemedicine Makes HIPAA Compliance Easier

While this might seem hard to believe, telemedicine might actually make compliance to HIPAA easier for health entities. Unlike convention medical services that had to introduce HIPAA compliance as an afterthought, telemedicine can be crafted with HIPAA compliance at the center of it all.

 

As such, any applications and technologies used in the communication of ePHI at a distance can leverage the latest technological advancements and data security practices.

 

These can include multiple data encryption methodologies and even comprehensive system testing.

 

Any partnerships with third-party vendors will also be based on whether they can have a sustainable BAA with them or not.

 

Telemedicine presents too big an opportunity to be ignored. Even better, the HIPAA guidelines can act as a baseline for security standards for health organizations looking to embrace telemedicine.

 

Since it is easy to be compliant, keen organizations can enjoy its perks without fearing costly fines.

 
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Top 10 Phone Systems That Work Best With Salesforce

Top 10 Phone Systems That Work Best With Salesforce | Healthcare and Technology news | Scoop.it

Computer telephony integration (CTI) has transformed communications. This powerful technology — which enables computers to interact with telephone systems — lets companies engage with their customers, improve collaboration and automate call handling tasks.

 

There is an abundance of CTI technologies out there. One of these is Salesforce, which offers a fully integrated, cloud-based telephony solution for businesses. Here are ten phone systems that integrate with customer relationship management (CRM) solutions.

1. Avaya

Avaya has been at the forefront of telephony technology for years. Salesforce-Avaya integration, however, lets marketers make personalized calls and capture valuable call data. Now, they can automate many of the tasks associated with telephone marketing — like call dialing and data entry — and seamlessly move customers through the sales lifecycle.

 

Combining Avaya and Salesforce provides businesses with multiple ways to connect with their clients. They can integrate social network profiles, for example, or send out an email during a phone call. Companies use these platforms to reduce IT and staff overheads, streamline their sales processes and communicate more efficiently with their customers.

2. Asterisk

Marketers who integrate Asterisk with Salesforce automate their entire workflow. This technology allows teams to engage with their clients, follow up on lucrative leads, and facilitate conference calls. With Salesforce, businesses have everything they need on one screen, including customer information and upsell opportunities.

 

An Asterisk-Salesforce integration eliminates the need for data entry. Calls are logged through the Salesforce CTI platform automatically, and marketers access valuable analytics — call volume reports, customer wait times, average call length, etc. — with just a click of a button.

3. Cisco PBX

Cisco PBX phone systems have revolutionized telephony communications for many small businesses. Now, Cisco PBX CTI integration provides businesses with unparalleled insights into their customers. The result? More effective telemarketing, better customer engagement, and greater revenue growth.

 

Companies who combine Cisco PBX with Salesforce capture interactions and create tasks that automate sales processes. There’s no more data entry — Salesforce logs call durations, notes, customer information, etc. — and call analytics generate real-time metrics that help brands fine-tune their marketing campaigns. What’s more, Cisco PBX-Salesforce saves all of this information in the cloud, which provides brands with peace of mind.

4. Nextiva

Nextiva is an award-winning cloud-based phone service provider. Salesforce is the world’s leading CRM system, with more than 100,000 business customers. Nextiva-Salesforce integration enhances the entire caller experience and provides marketers with powerful business intelligence.

 

The combination of these two technologies lets brands recognize incoming callers, log notes, review call histories, add sales gamification, and more. Accurate analytics lets marketers target customers at every point during the sales cycle, too, from the first contact through to the final purchase. Sales teams access all of this valuable data from one centralized, easy-to-use dashboard.

5. RingCentral

RingCentral specializes in cutting-edge call solutions, with a suite of tools that enhance business messaging, video conferencing and team collaboration. RingCentral-Salesforce integration, however, takes telephony to the next level. This technology powers small, medium, and large firms that want to boost productivity and reduce the costs associated with call handling.

 

With RingCentral and Salesforce, brands manage complex data flows and target valuable customer segments through their telemarketing. This platform keeps everything in one place: call recordings, call histories, contact information, metrics, and gamification. A unified dashboard combines call logs and data for better quality assurance and compliance, too.

6. 3CX

3cx is a software-based IP phone system that powers Salesforce. When talk teams fuse these two technologies, they deliver better customer service and drive business growth. 3cx-Salesforce integration lets agents identify incoming calls and route them to the correct department, which saves both time and money.

 

Businesses get real-time call insights, which fuel marketing campaigns and provides them with valuable business intelligence. They can personalize call experiences, too, something that increases customer engagement and moves callers through the sales funnel. Personalization provides brands with a hefty return on their investment: companies reach more prospects in a quicker timeframe.

7. Elastix

Elastix innovates communications by blending email, instant messaging, IP and PBX. Agents get more out of their marketing and sales campaigns, however, when they integrate this solution with Salesforce — cloud-based CRM software that bridges the gap between companies and their customers.

 

Elastix and Salesforce integration sends sales into the stratosphere and produces shorter lead response times. Agents can also convert more prospects into paying customers, which accelerates revenue. These two technologies are powerful tools for customer service, too. Company representatives resolve customer problems quickly by accessing call logs and leaving notes for staff in other departments.

8. 8×8

8×8 is a tech brand that produces VoIP PBX systems for small and medium companies. Combining these products with a Salesforce Dialer, though, could consolidate sales and marketing efforts and provide a stable, reliable CTI platform that improves lead conversion.

 

With 8×8-Salesforce integration, marketers and customer service staff can view customer information — contact details, previous interactions, likes, interests, etc. — before, during and after a phone call, which provides agents with opportunities to upsell and cross-sell products and services. They can also check call histories to solve pain points and provide solutions to common problems. There’s no need for data entry, either: Salesforce logs information automatically.

9. Panasonic PBX

Salesforce integration for Panasonic PBX optimizes connectivity and lets businesses engage with prospects through a simple dialer. Companies can record, log, and track calls — all from a simple user interface — and then maximize call performance. The combination of these two technologies provides businesses with other benefits, too.

 

Talk teams can route calls from a toll-free number and send out SMS messages during or after a phone call. Then there’s call analytics, which helps companies pinpoint trends and patterns among their customer base.

 

Panasonic PBX has been a leader in business telephony for more than 25 years. But brands can expect even better results when they integrate this telephone system with Salesforce.

10. Microsoft Lync

When Microsoft Lync and Salesforce join forces, businesses can leverage the latest telephony technology. With click-to-dial, for example, marketers can click on any phone number on any web page and communicate with customers and clients. The click-to-dial feature also works on spreadsheets and emails.

 

Managers can access critical call analytics, too. These metrics help companies reduce call handling times and identify sales staff who generate the most revenue. All of this information is available on a single dashboard, making it easy to spot the latest telemarketing insights.

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HIPAA Compliant Laptops

HIPAA Compliant Laptops | Healthcare and Technology news | Scoop.it
HIPAA Compliant Laptops

HIPAA regulations require healthcare organizations and individual care providers to take measures to keep patient data secure. Failure to do so can result in fines if an organization suffers a breach of unsecured PHI. 

 

The HIPAA Security Rule requires that mobile devices be rendered secure. Security Rule requirements needed for HIPAA-Compliant laptops are discussed below.

What is a Security Risk Assessment?

The HIPAA Security Rule requires that covered entities (health plans, health care clearinghouses, and health care providers who electronically transmit any health information in connection with a HIPAA-related transaction), and business associates implement security safeguards.

 

These security safeguards must protect the confidentiality, integrity, and availability of electronic protected health information (ePHI). ePHI is any protected health information that is created, stored, transmitted, or received in any electronic format.

 

The HIPAA Security Rule requires covered entities and business associates to perform a security risk assessment (also known as a Security Risk Analysis). 


Performing a security risk analysis is the first step in identifying and implementing these safeguards. Performing this assessment is also required to have a HIPAA-compliant laptop.

 

A security risk analysis consists of conducting an accurate and thorough assessment of the potential risks and vulnerabilities to the confidentiality, integrity, and availability of ePHI. 

What are the Elements of a Security Risk Analysis?

The security risk analysis includes six elements:

  • Collecting Data
  • Identifying and Documenting Potential Threats and Vulnerabilities
  • Assessing Current Security Measures
  • Determining the Likelihood of Threat Occurrence
  • Determining the Potential Impact of Threat Occurrence
  • Determining the Level of Risk to ePHI

What is the Relationship Between the Security Risk Assessment and HIPAA-Compliant Laptops?

A risk assessment encompasses a company’s entire IT infrastructure; company policies; administrative processes; physical security controls, and all systems, devices, and equipment that are capable of storing, transmitting or touching ePHI. 

 

These devices include laptops. To have HIPAA-compliant laptops, organizations must conduct a risk assessment, which will provide companies with vital information as to how laptop security measures can be improved or implemented.

 

What Safeguards Must be Implemented to have HIPAA-Compliant Laptops?

In order for covered entities to have HIPAA-compliant laptops, covered entities must:

  • Consider the use of encryption for transmitting ePHI, particularly over the Internet. 
    • If a risk assessment has determined that lack of encryption presents a risk, encryption should be implemented.
    • A covered entity violates HIPAA if it allows transmission of ePHI over an open network, such as via HHS messages.
    • Encrypt data in motion, if it has been determined that ePHI transmission, if not encrypted, would be at significant risk of being accessed by unauthorized entities.
    • Implement access controls to ensure users are authenticated. 
      • Organizations should implement multi-layered security controls to reduce the risk of unauthorized data access.
      • Put protections in place to ensure data cannot be altered or destroyed
      • Put controls in place to allow devices to be audited.
        • Organizations must have the capability to examine access (and attempted access) to ePHI, and any other activity performed on the device that has the potential to affect data security.
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Why Cyber-Security Is Important For Your Dental Practice

Why Cyber-Security Is Important For Your Dental Practice | Healthcare and Technology news | Scoop.it

If you run a dental practice, keeping your computer systems secure at all times is essential.

 

Due to the increasing frequency and sophistication of cyber-threats, it’s more important than ever to keep your computer systems secure. However, if you’re unsure how to protect your data, you certainly aren’t alone.

 

The data that you store on your computer systems contains highly sensitive information about your patients, which can make it a target of hackers.

 

Not only do these records contain important identifying information of your patients that could be targeted by identity thieves, but they also contain protected medical records that are protected by HIPAA.

 

PROTECTING YOUR DATA REQUIRES MORE THAN AN ANTIVIRUS PROGRAM

 

An effective antivirus program can play a major role in protecting your data and improving dental practice security, but it’s not the whole story.

 

You need to make sure that your employees are trained on how to avoid malware on the web, avoid falling prey to phishing, and are well-educated on the importance of cyber-security.

 

In addition, it’s essential to make sure that your employees are familiar with how to identify suspicious emails and ensure that they avoid clicking on links from an unknown sender.

 

WHAT CAN THREATS & ADVANCEMENTS BE EXPECTED IN THE FUTURE?

 

While cyber-security threats are likely to become more advanced as time goes on, health IT security systems are likely to advance as well, which means that there will be new ways to protect your computer system from hackers.

 

For instance, antivirus programs are becoming increasingly effective at detecting new forms of malware, and many antivirus programs now make it possible to flag websites that could be dangerous.

 

Using a certified EHR or Electronic Health Records system will help keep your patients’ information safe, certified EHRs are tested by the government to make sure it is of the highest security standards.

 

These programs are likely to become far more sophisticated, which is likely to thwart a large portion of cyber-attacks. Furthermore, IT technology is being increasingly utilized for a wide range of dental devices, such as dental cameras, CNC machines, and 3D printers used in the dental industry.

 

As a result, the list of dental devices that you’ll need to keep secure is likely to increase considerably in the future.

 

Luckily, you’ll have the opportunity to protect these smart devices with cyber-security technologies that are more advanced and effective than ever.

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HIPAA Cyber Security Practices

HIPAA Cyber Security Practices | Healthcare and Technology news | Scoop.it

The Health Insurance Portability and Accountability Act (HIPAA) mandates safeguards to be in place to secure protected health information (PHI). PHI is any individually identifying health information such as name, date of birth, financial information, and medical history.

 

The incidents of healthcare organization hacks has increased exponentially over the last few years. As the most targeted sector of the U.S. economy, implementing HIPAA cyber security practices is essential to protecting PHI.   

Server Hack Lasting 9 Years Compromised PHI of 2.9 Million 

Virginia based, Dominion National, was the victim of a server hack that took 9 years to detect.

 

Dominion National is an insurer, health plan administrator, and administrator of dental and health benefits. 2.9 million patients were affected by the breach, with exposed information including names, dates of birth, Social Security numbers, addresses, email addresses, taxpayer ID numbers, bank account information, group numbers, subscriber numbers, and member ID numbers. However, exposed information varied by person. 

 

As required by law, affected individuals received breach notification letters and two years of free credit monitoring and identity theft protection. To prevent future incidents Dominion National has implemented enhanced alerting and monitoring software. 

 

Mike Davis, Dominion National President, stated “we recognize the frustration and concern that this news may cause, and rest assured we are doing everything we can to protect your information moving forward. We are committed to making sure you get the tools and assistance you need to help protect your information.”

How to Prevent a Server Hack

Healthcare servers hold a wealth of patient information and are continually targets for hackers. To ensure that the data held in a server is protected, there must be systems in place to prevent access from unauthorized individuals. 

 

The Department of Health and Human Services (HHS) identifies ten practices organizations should implement to increase their cybersecurity:

  1. Email protection systems
  2. Endpoint protection systems
  3. Access management
  4. Data protection and loss prevention
  5. Asset management
  6. Network management
  7. Vulnerability management
  8. Incident response
  9. Medical device security
  10. Cyber security policies

 

An organization that incorporates these ten practices into their security practices will limit their risk of exposure.

Need Help with HIPAA Cyber Security?

Compliancy Group gives healthcare providers and vendors working in healthcare the tools to confidently address their HIPAA compliance in a simplified manner. Our cloud-based HIPAA compliance software, the GuardTM, gives healthcare professionals everything they need to demonstrate their “good faith effort” towards HIPAA compliance.

 

To address HIPAA cyber security requirements, Compliancy Group works with IT and MSP security partners from across the country, who can be contracted to handle your HIPAA cyber security protection.

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Optimize Your Sales Team's Productivity with 10 Cisco IP Phones

Optimize Your Sales Team's Productivity with 10 Cisco IP Phones | Healthcare and Technology news | Scoop.it

Ten Cisco IP Phone Options for Your Sales Team

1) The Cisco 8865. Sales organizations seeking the latest in cutting-edge HD video communications will find the 8865 to their liking. Designed to function flawlessly in shared work environments, the 8865 offers a comprehensive collection of VoIP features. Key characteristics of 8865 include the following:

  • A 5-inch widescreen VGA color display
  • High-quality 720p two-way HD video for a superb visual experience
  • Superb video and VoIP clarity
  • An optional key expansion module that facilitates dialing
  • Flexible deployment options

Additionally, the 8865 is compatible with a variety of USB headsets, including models made by third-party vendors. This advantage enables companies with offshore call centers to easily and affordably replace headsets through local suppliers.

 

2) The Cisco 8845. The 8845 was designed for optimum user productivity. In addition to offering basic calling features such as transfer, conference, and hold/resume, the 8845 allows sales reps to employ its multi-call-per-line feature to handle multiple calls for each directory number. The most pertinent features for sales and customer service agents are as follows:

  • A 5-inch high-resolution widescreen backlit color display
  • High-quality 720p two-way HD video
  • Five programmable lines
  • Outstanding audio acoustics
  • One-touch access to applications

In addition to these key features, the 8845 is known for its integrated digital camera and outstanding encryption of voice and video communications.

 

3) The Cisco 7945G. Like 8845, the Cisco 7945G possesses an adaptable, dynamic design that facilitates organizational growth. Regular, unobtrusive software updates help to ensure that sales and customer service representatives maintain a competitive edge in efficiency and productivity. Key characteristics of the 7945G include the following:

  • A 5-inch graphical TFT color display with backlight and 16-bit color depth
  • High-quality 720p two-way HD video for a superb visual experience
  • Five programmable lines
  • Wideband support, including speakerphone, handset, and headset
  • One-touch access to applications

The 7945G is also known for its integrated support for over 30 languages, making it an excellent choice for organizations with employees in multiple countries.

 

4) The Cisco SPA303G. The SPA303G IP phone was constructed with utility and affordability in mind. It is the perfect option for organizations that do not require a large color display or other sophisticated features present on recently designed IP phones. Key characteristics of the SPA303G include the following:

  • A backlit monochrome LCD screen (128 x 64 pixels)
  • Three voice lines
  • Caller ID
  • A menu-operated user interface
  • Automatic redial of the most recent number called

Two final points to consider are the SPA303G’s simple installation process and secure remote provisioning tools. Software upgrades are easy to make and do not interfere with regular business, giving sales and customer service managers peace of mind.

 

5) The Cisco SPA504G. The SPA504G IP phone possesses the same robust collection of features as the 303G. However, the SPA504G also includes an additional voice line, Power over Ethernet (PoE) support, and other upgrades that make it a more attractive option for sales professionals who field a lot of calls. Key characteristics of the SPA504G include the following:

  • A backlit monochrome LCD screen (128 x 64 pixels)
  • Four voice lines
  • Illuminated buttons to signify on/off for audio mute, headset, and speakerphone
  • A menu-operated user interface
  • Support of optional features such as Cisco XML and VoiceView Express

 

6) The Cisco SPA514G. With its dual gigabit ethernet switched ports and secure remote provisioning, the SPA514G is a logical choice for call centers with single or multiple locations. Key specifications include:

  • A backlit monochrome LCD screen (128 x 64 pixels)
  • Four voice lines
  • Supports Power over Ethernet (PoE)
  • A menu-operated user interface
  • Automatic redial of the most recent number called

Like other models in Cisco’s SPA line, the SPA514G is known for its ease of installation and simple station moves, making it a favorite among sales managers and IT staff alike.

 

7) The Cisco 7940G. Designed with the needs of transaction-type employees in mind, the Cisco 7940G is a model for call center managers to consider. Additional benefits for call center agents include categorization of incoming messages for users and customizable network configuration preferences. The 7940G boasts a robust collection of capabilities, including the following:

  • The ability for hands-free changes, facilitating moves to any new network location without system administration
  • The availability of a variety of user accessibility methods, including soft keys, buttons, or direct access
  • More than 24 unique ringer sounds and volume settings
  • A dedicated headset port that allows the handset to remain in its cradle
  • Easy access to a variety of information, including stock market updates, weather, and other web-based news

In addition to these advantages, the 7940G features an ADA-compliant dial pad and HAC handset, facilitating compliance with industry regulations. The 7940G also has a foot stand that can be adjusted up to 60 degrees for optimum viewing and comfort.

 

8) Cisco 7912G. The 7912G offers outstanding value to companies facing tight budgetary constraints. A snapshot of the basic features of the 7912G is as follows:

  • Single voice line support
  • A monochrome, pixel-based display that displays the caller’s name and number
  • Call forwarding and call waiting
  • On-hook dialing
  • Four speed-dials

Because the 7912G is an older model phone, it is no longer available for purchase directly through Cisco, but may be purchased through online resellers.

 

9) The Cisco CP-8831-K9. The CP-8831-K9 is distinct from the other Cisco phones on this list because it is designed specifically for conference calls. The CP-8831-K9 provides an acoustically pleasing experience for a large group of sales representatives and call center agents. Boasting the following five strengths, the CP-8831-K9 is particularly beneficial to companies that regularly hold audio conference calls with customer groups or vendors:

  • High-definition audio performance
  • 360-degree coverage
  • Scalability to optimize conference calls in rooms and offices of every size
  • Flexibility and convenience through a mobile control panel
  • Expandability through the use of wired or wireless extension microphones

The CP-8831-K9 also includes a number of subtly impressive features such as echo suppression, noise reduction, and silence suppression. The inclusion of these premium features makes the CP-8831-K9 an excellent choice for sales organizations that require a dependable conference phone.

 

10) The Cisco 8800 Key Module. While this module is not a telephone in and of itself, it deserves inclusion in this list because of its progressive ability to transform Cisco’s 8851, 8861, and 8865 telephones. In addition to greatly enhancing productivity for phone users, the 8800 key module offers busy sales representatives one-button access to the colleagues with whom they communicate with the greatest frequency. Notable features of the 8800 key module include the following:

  • 18 programmable LED lines per module
  • A backlit, high-resolution 4.3-inch color display for easy viewing
  • Users can choose between Power over Ethernet (PoE) or a local power cube
  • A power save plus option to help companies save money and conserve energy.
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Take Full Control of Your Business Phone System

Take Full Control of Your Business Phone System | Healthcare and Technology news | Scoop.it

In order to reach a  93% chance of converting a lead, it takes an agent about 6 attempts; meanwhile, 10 to 15 are the number of 2-minute calls one has to make within the span of an hour; and, on an average, a sales agent needs to keep in touch with a clientele consisting of 2 large accounts, 6 medium accounts, and 50 small accounts to reach his or her monthly quota. Are your current modes of communication able to help you meet these numbers on the daily? If you answered “no,” then it’s about time that you get a grip, and take control of your business phone systems.

 

Imagine starting your career in sales sometime before the ’80s, when modern technological advancements didn’t exist; a time when going through the previously mentioned statistics meant doing it with an early version of a landline device.  Luckily, today’s set of experts has given grave importance to the development of both software and hardware in easing the flow of communications. A more resilient, advanced, dependable, and cost-effective version of previous corporate communication tools, is this new breed of phone systems. But despite its seemingly pristine facade, these modern upgrades are still prone to issues. It is important for organizations to be aware of these possible circumstances, in order to effectively manage their phone systems, and have it fully optimized for the efficiency of operations.

Always One Step Ahead

Defying the forthcoming is probably not the wisest way to go about any internal issue. When dealing with something as vital as phone systems, it always pays to address the issue head on. Whether it is for internal communications or other communication functions, these pieces of technology are constantly being used. With this frequency of its usage, it does not matter how careful you are while using it. The daily wear and tear these phone systems go through make them very much prone to certain system problems. Giving yourself enough lead-time to adjust to eventual system troubleshooting requires that you know what is there to prepare for.

 

An upgrade in their system’s hardware is the primary problem faced by most companies. Yes, just like your smart phones, your business phones get obsolete too. Every year brings to the table a different challenge for developers to battle. And as time passes, the once top-of-the-line equipment that furnished your agents’ desks will see the end of its glory days. Newer systems are introduced to the market each year; and all of them cater to a company’s need to cater to the growing list of demands from clients.

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Telemedicine’s Pivotal Role in Improving Mental Health

Telemedicine’s Pivotal Role in Improving Mental Health | Healthcare and Technology news | Scoop.it

Living with a mental illness can be isolating and difficult. The long-standing stigma connected with mental illness, along with limited treatment accessibility, patients’ fear of the potential repercussions of family, friends, and employers finding out about their condition, have kept many individuals from seeking the support they need. Fortunately, these trends are starting to shift in a more positive direction.

 

Although some stigma and shame still surround such illnesses as depression, anxiety, OCD, and bipolar disorder, people are beginning to feel more comfortable about sharing their own strugglesand finding support from others online. Telehealth and an interconnected world are coming together to end stigma, and help people manage their mental health in a more effective way.

 

Perspectives About Behavioral Health Problems Are Improving

Technology has helped us to connect with one another in many positive ways, but this interconnectivity has been a double-edged sword for mental health. Social media and smartphones have led to a 24/7 lifestyle that can exacerbate or even create mental health issues. With that said, technology has also opened up a dialogue that is beginning to change the conversation and do away with the stigma surrounding mental illness.

 

Thanks to those who have shared their experiences online, more people are beginning to realize that mental illness is quite common. Ultimately, this change should mean that more people feel comfortable seeking treatment so they can live a healthy, more productive life.

Services Are Becoming More Accessible

Limited access to treatment has always been an obstacle for people seeking mental health services. Finding a therapist locally can be a challenge, because many mental health professionals may not accept some forms of insurance, or do not treat a patient’s needs. A 2017 Milliman report illustrated the shortage of mental health professionals nationwide, with only 8.9 psychiatrists for every 100,000 people, which leads to many people seeking treatment while waiting months to get help.

 

The American Psychiatric Association fully supports telepsychiatry, now that telehealth has shown it can improve accessibility and enable patients to get the help they need without the struggle. Patients and professionals have found that therapy sessions via video chat and other remote services are as good as “face to face” sessions. Telehealth support is also key for patients with  mental health needs; they can consult with a specialist without having to travel.

 

Telehealth is increasingly being utilized in emergency situations. Patients who are experiencing a mental health emergency can reach out to professionals 24/7 and receive remote monitoring when necessary. This helps to allow patients to maintain their independence while ensuring they have the support they need.

 

More Specialists Are Needed to Pave the Way Toward Change

Now that more people are opening up about their mental health challenges, many others are becoming inspired to take charge of their own mental health. That’s creating an unprecedented demand for behavioral health services in both traditional models and telemedicine. While this signals a positive cultural shift, the healthcare system is not prepared for this growing influx of new patients.

 

There are many mental health resources available to help people cope with common mental illnesses, but what is needed long-term is more mental health specialists. To ensure that every American has access to high-quality behavioral healthcare, we need more people to enter this growing field. According to some estimates, 70,000 mental health specialists in several disciplines will be necessary to meet demand by 2025.

 

The good news? Healthcare organizations are increasingly adapting to new trends to meet patients’ needs. Thanks to new same-day programs and mental health professionals at primary care facilities, patients can now get help in as little as 30 minutes.

 

Should You Pursue a Career in Behavioral Health?

A career in mental health is a great option for people who are committed to helping others.  While becoming a behavioral health professional takes time and extensive education, it can be a satisfying career, and specializing in telemedicine is a great way to help solve the shortage of qualified professionals.

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HIPAA Compliant Cloud Storage

HIPAA Compliant Cloud Storage | Healthcare and Technology news | Scoop.it

HIPAA compliant cloud storage is contingent on several aspects. To use a cloud storage and be HIPAA compliant, it is important to ensure that the cloud service provider

 

(CSP) has sufficient safeguards to secure the protected health information (PHI) that is transmitted, stored, or maintained on behalf of their covered entity (CE) client. Additionally, they must be willing to sign a HIPAA business associate agreement (BAA).

Security Measures for HIPAA Compliant Cloud Storage

Cloud service providers must have certain measures in place to secure PHI and track access to PHI. These include the following:

  • Access controls: each person with the ability to access data stored by the CSP must have unique login credentials. The HIPAA minimum necessary standard requires access to PHI to be limited, so that it is only accessed for a specific purpose. Utilizing unique logins allows organizations to designate different levels of access to PHI based on an employee’s job function. 

 

  • Audit logs: unique login credentials also allows audit logs to be created. Audit logs establish normal access patterns for each employee (what information they access, how frequently they access it, and for how long). Being aware of each employee’s access patterns is the key to detecting insider breaches.

 

  • Encryption: HIPAA compliant cloud storage platforms should utilize end-to-end encryption (E2EE). E2EE is a means of protecting sensitive data by converting data into code that can only be read with a decryption key. E2EE is the best way to prevent unauthorized access to PHI.

 

  • Data backup:HIPAA requires healthcare organizations, and their business associates, to backup patient data. Data backup ensures that organizations that experience a breach, or natural disaster, are able to quickly restore data.
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How to Pick the Best Business Phone System for You

How to Pick the Best Business Phone System for You | Healthcare and Technology news | Scoop.it

Did you know that consumers prefer a personal relationship with small business owners? Well, recent reports indicate that 60% of customers communicate with small entrepreneurs over the phone.

 

For entrepreneurs, knowing how your customers love to communicate with you is an insightful revelation.

 

It helps you provide a communication system that offers them the best experience.

 

Are you unable to decide on the best business phone system for your new establishment? You need to keep in mind the phone systems today are not merely tools for making and receiving calls.

 

Customers will want a unified system that permits an array of communication options.

 

That way, your employees can also connect to clients in whichever way they choose.

 

The market has countless phone systems options, and you could easily fall into confusion. But you could turn that to your advantage by knowing the killer selection tips.

 

What Features Should You Consider as a Solo Entrepreneur?

You probably don’t wish to incur a whole new expenditure installing a new system. As such, you need to adopt a phone system that will sustain the establishment in the future.

 

You likely have expansion goals in the future, and you will not run the business alone forever. You can envision the number of staff you are likely to have soon.

 

Check out some key phone system features for a sole proprietor.

1. Scalability

Scalability is a crucial feature for your sole enterprise if you have expansion goals. You can easily add phones to the system each time you hire new staff. The VoIP system could be a good option for adding your new team.

2. Call Logs

If you run the business all alone, the information coming your way could be overwhelming. If you choose a phone system with call logs, you’ll never miss a beat. With call logs you can view all incoming, outgoing, fax and missed calls to your business phone number(s).

You can even filter logs to view only calls made to a specific queue, extension or calls made to/from an individual number.

3. Call Handling Rules

Although your business is small (for now), with the right business phone system, you can give callers the type of experience that has only been available to large enterprises that can afford to spend a fortune. Fortunately, modern systems make features like call handling rules available for everyone.

Using call handling rules, you can route incoming calls to a single destination, or different destinations based on the day and time or the Caller ID of the call received. You can send calls to voicemail, menus, custom greetings, or even your computer.

 

Does Your Business Have More Than Five Employees?

If you’ve got a small team handling your business, efficiency is the name of the game. You’ll want to look for a solution that covers all of these bases.

1. Is It User-Friendly?

Some aspects of the system could seem simple to you but remember you won’t be handling calls alone. You need a system that your team can comfortably handle and serve customers in the best way.

Look for a solution that is intuitive and be sure that the provider offers technical support.

2. Mobile Applications

A part of your team could be sales and marketing individuals, and I bet they spend most of their time out. So, how do they keep in touch with clients?

Your VoIP phone service should support extensions for each team member. 78% of adults own a mobile phone, and you could take advantage of the fact. Your team can receive calls away from the office using a mobile app or softphones.

3. Call Recording

Call recording is an excellent way to support your training and quality assurance efforts. Look for a system that lets you choose to record all calls, all incoming calls, all outbound calls, or a custom setup that you choose.

You may have to pay a bit extra for call recording, but it can be a big productivity booster, so it’s worth it.

 

What If Your Business Has More Than 10 Employees?

Well, congratulations! Your business is taking the right path. However, you have to upgrade your business phone service.

You are probably wondering what features would work best for your big team. Here are some of the features to inquire about as you talk to your phone service providers.

1. Conference Calls

Your team is big, and you don’t want to limit their productivity. They will probably need to communicate with different clients at the same time using your network.

Choose a service that gives each employee an easy-to-configure conference bridge that has a dedicated number and is password protected. This allows your team to easily set up a conference call without having to plan ahead or use a third-party conferencing provider.

2. Call Routing

Everyone seems busy at their desks, and it could be challenging to know who among the team members is available to respond to a call. Your system could solve the puzzle for you!

Make sure the VoIP phone system can route calls to whoever is available.

3. Emergency Management

Some emergencies could cut off communication in your business, and you shouldn’t take chances. Your business needs to keep moving despite the weather — thus, your system ought to eliminate possible downtime.

The recovery infrastructure needs to be topnotch and ensure communication keeps flowing after the disaster, power failure, or weather emergency.

4. Call Data Records

Call data records give you insight into your business activities. Are there certain times of day, days of the week, or parts of the year that require additional staffing? Is every employee who is expected to be engaged on the phones pulling their weight? 

Your system can do more than help you make calls, it can help you manage your business.

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What is HIPAA And How To Comply With The HIPAA Security Rule

What is HIPAA And How To Comply With The HIPAA Security Rule | Healthcare and Technology news | Scoop.it

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a US legalization that requires healthcare professionals and institutions to secure health information from deletions and data breaches.

 

This law has become relevant in today’s dental practice due to increased data breaches caused by ransomware and cyber attacks.

 

The law’s requirements on HIPAA can be demanding and challenging to understand, but we’ve made it easy for you below. There are three areas you need to be compliant with HIPAA.

 

• PHYSICAL – these are measures that prevent loss of devices and physical theft on medical information e.g. keeping workstations away from the public eye and limiting physical access to computers.

 

• ADMINISTRATIVE – measures that make sure patient data is accessible to authorized personnel and is correct. For example, identifying which employees have access to medical information.

 

• TECHNICAL – these are measures that protect your devices and networks from unauthorized access and data breaches e.g. encrypting files that you upload to a cloud or send via email.

 

The components above represent every aspect of your dental practice from your record-keeping and policies to your building safety and technology.

 

HIPAA also requires all your staff members to work together to protect patient data and be on the same page.

 

HIPAA COMPLIANCE

 

The administrative, physical, and technical requirements for HIPAA security may be a lot of information for you to take in.

 

Additionally, it can be overwhelming for you to handle its compliance in your dental practice solely.

 

To make it easier, HIPAA compliance is an organization-wide issue. This means all your employees will have to understand and know their role in securing dental information.

 

Alternatively, you can outsource your HIPAA compliance to consultants, web services, and IT contractors.

 

This ensures your dental practice meets the required standards and makes your life easier.

 

However, outsourcing your HIPAA responsibilities doesn’t mean you ignore your legal obligations.

 

Your company should always stay on top of any HIPAA changes in recommendations and adopt advanced practices to improve medical information security.

 

Ultimately, ensure your dental practice upgrades all its old technology for better and efficient systems that contribute to medical information security.

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How Does HIPAA Enforcement Work?

How Does HIPAA Enforcement Work? | Healthcare and Technology news | Scoop.it

HIPAA enforcement takes place on both the federal government and state government levels.

 

The Department of Health and Human Services’ Office for Civil Rights receives and investigates complaints, and issues penalties and fines.

 

Enforcement action can be taken with respect to any of the HIPAA Rules. These rules include the HIPAA Privacy Rule, the Security Rule, the Breach Notification Rule, and the HIPAA Omnibus Rule. 

 

When an individual reports a violation, files a complaint or discloses a breach, OCR reviews the complaint, report, or disclosure.

 

OCR may then pursue enforcement in the form of investigations or audits. Audits are randomly conducted. Thus far, HHS has publicly announced, with respect to each audit it has conducted, when the audit was to take place, and what the audit consisted of.  

 

Investigations, in contrast, are made in response to a specific complaint. Upon receiving a complaint, OCR seeks information from the entity against whom the complaint is filed, about the extent of its HIPAA compliance.

 

Investigation sometimes results in the entity that is the subject of the complaint taking voluntary steps to improve its compliance. In addition, after an investigation starts, HIPAA enforcement can take the form of OCR providing technical assistance to an entity to resolve the matter. Technical assistance consists of OCR’s advising the entity as to what is expected of it in terms of HIPAA compliance.

 

Typically, an entity agrees to make specified changes. 

In addition, state attorneys general can enforce HIPAA. The ability to do so was given to states in the 2009 amendment to HIPAA that appears in the Health Information Technology for Economic and Clinical Health (HITECH) Act. 

 

States were reluctant to take enforcement actions in the initial years after the amendment; however, recently, states have not only engaged in more vigorous HIPAA enforcement activity but have joined together with other states in multistate litigation. 

 

There are significant consequences for breaking the HIPAA laws in new ways as well: The first multistate litigation was brought in December of 2018. Arizona and 15 other states filed suit, asserting claims under HIPAA as well as various applicable state data protection laws.

 

The suit was filed as a result of a data breach in which hackers infiltrated WebChart, and stole the electronically protected health information (ePHI) of approximately 4 million individuals. 

 

As shown above, consequences for breaking the HIPAA law can be severe. Covered entities can address their obligations under HIPAA by working with Compliancy Group.

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Secure Mobile Messaging in Healthcare: 4 Recommendations to Remain HIPAA Compliant

Secure Mobile Messaging in Healthcare: 4 Recommendations to Remain HIPAA Compliant | Healthcare and Technology news | Scoop.it

A research study, the State of Clinical Communication and Workflow in healthcare organizations, revealed that 51% of IT respondents planned to implement smartphones for clinical communications.

 

This shows that secure mobile messaging is a priority for healthcare providers as they seek to improve patient care.

 

Email alerts that remind patients of an upcoming doctor’s appointment are useful reminders to prevent missed appointments. But the benefits of mobile messaging in healthcare extend far beyond this capability. 

 

Health industry professionals and IT professionals working in healthcare also overwhelmingly believe (90%) that a unified app that integrates communications with clinical workflows will achieve better clinical, financial, and operational outcomes. 

 

Mobile messaging can improve patient care through improved communications as well as allowing a care team to share information about a patient to improve collaboration.

 

But mobile messaging poses cybersecurity and privacy risks if not handled appropriately. One of the main compliance requirements for mobile messaging is HIPAA Privacy and Security compliance and that protected health information (PHI) must be secured. HIPAA compliance is not optional.

Is Text Messaging HIPAA Compliant?

Not always. Here’s why:

  • SMS messaging isn’t secure and the data is vulnerable to unauthorized access in transmission.
  • Messages on a wireless provider’s server aren’t encrypted.
  • Messages can be deleted at any time by either the sender or receiver.
  • Smartphones can be lost or stolen, increasing the risk of exposure of PHI on the device.

You cannot simply use your phone to text a patient a diagnosis or ask a colleague their opinion. 

 

However, the HIPAA Privacy Rule does not prohibit mobile messaging, though neither does HIPAA provide specific recommendations for protecting PHI sent via mobile messaging. 

 

As with any other technology used to store or transmit PHI, the HIPAA Security Rule provides a list of controls that will allow secure mobile messaging when followed: unique user identification, automatic logoff, encryption/decryption, auditing, integrity management, authentication, and transmission security. 

 

HIPAA-covered entities and business associates must apply these rules to be able to use mobile messaging securely. 

 

4 Recommendations for Secure Mobile Messaging in Healthcare

Healthcare providers want to be able to share patient information via mobile devices to improve patient care. How can a HIPAA-covered entity take advantage of mobile messaging and stay within the HIPAA rules? These four recommendations will get you started.

  1. Conduct a risk analysis. Before implementing mobile messaging, assess the level of risk. Will users need more training to use the tools properly? Is the infrastructure robust enough to secure PHI? . 
  2. Factors for a secure texting platform. There are five factors to check for in a secure mobile messaging solution:
    1. Messages are encrypted in transit and at rest.
    2. The platform requires recipient authentication.
    3. Where does the data live? If it’s in a cloud platform, does it have secure hosting to archive and/or download sensitive content?
    4. Are emergency recovery procedures (data backup, disaster recovery, etc.) in place?
    5. If using a third-party provider, will the vendor sign a business associate agreement and commit to implementing administrative, technical and physical safeguards to protect any PHI that the vendor accesses? 
  3. Audit trails and controls. Messages must have an audit trail to track who sent what data and when they sent it. Messages related to a patient should be stored as part of a patient’s health record. Document retention and disposal policies should be enforced as with any other record. 
  4. Policies for phone loss. Whether the smartphone used is personal or provided by the company, policies must be in place to prevent a breach of PHI. This can include the ability to retrieve and/or delete data remotely, requiring two-factor and/or biometric authentication to access the device, and extensive security training for users.

Mobile Messaging Can Be HIPAA Compliant

Solutions for secure, HIPAA-compliant mobile messaging exist and can be found on the Internet. Regardless of whether you create your own system or use an existing one, your organization is responsible for your patients’ PHI. 

 

Conduct reasonable due diligence, follow these four recommendations, and continually evaluate your cybersecurity defenses and your organization will reap the benefits of mobile messaging.

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What to Include in Your Incident Response Plan

What to Include in Your Incident Response Plan | Healthcare and Technology news | Scoop.it

Cybersecurity data breaches have almost become a way of life. We hear about businesses impacted by security incidents and data breaches every day. 

 

As the adage goes, it’s not “IF”, but rather “WHEN” a security incident will take place at your business. 

 

It is therefore a best practice for every business to create an incident response plan. An incident response plan delivers two cybersecurity benefits to your business:

 

  1. Systematic response to incidents which helps to minimize information loss or theft and service disruption.
  2. Use of the information gained from an incident to help prevent future threats by strengthening system protections and to be better prepared for handling future incidents.

 

A breach of your information is always stressful. Don’t compound that stress by not having a plan to address a successful cyberattack. 

 

Before creating an incident response plan, you must create an incident response policy.

 

Create an Incident Response Policy

The National Institute of Standards and Technology (NIST) recommends in its Computer Security Incident Handling Guide that an organization should create a policy before building an incident response program.

This policy:

  • Defines which events will be considered incidents
  • Establishes the structure for incident response
  • Defines roles and responsibilities
  • Lists the requirements for reporting incidents

Develop your policy to include all applicable regulations and laws under which your business operates. Compliance requirements such as those associated with HIPAA and HITECH, Gramm-Leach-Bliley Act, and Sarbanes-Oxley (SOX) will drive your policy requirements. 

The 4 Phases of the NIST Incident Response Lifecycle

Once the policy has been created, NIST outlines four broad phases an incident response plan should include.

NIST identifies four phases in an incident response lifecycle:

  1. Preparation
  2. Detection and Analysis
  3. Containment, Eradication, and Recovery
  4. Post-Event Activity

 

Each of the four phases includes a number of actions. Here’s an outline of what you can include in your organization’s incident response plan.

Preparation and Prevention

“Prevention” in the context of incident response is essentially your information security strategy and the software tools used to implement your strategy. It is your layered defense against cybercriminals -- firewalls, encryption, antivirus software, data backup, user training, etc. 

 

Part of being prepared is having a complete list of your information security tools (including any portions of your IT infrastructure managed by a third-party managed service provider). 

 

Effective response is based on communication. Smartphones are an excellent way to communicate with and coordinate team members while responding to an incident.

 

It may be a good idea to have some of the information below as hard copy or on devices not connected to an organization’s network (it will be difficult to coordinate a response if, for example, you are victimized by a ransomware attack and cannot access your plan):

  • Contact information for primary and backup contacts within your organization plus relevant law enforcement and regulatory agencies that may need to be alerted
  • An incident reporting mechanism so users can report suspected incidents (phone numbers, email, online forms, or secure messaging systems)
  • Issue tracking system
  • Space to respond. Identify a permanent “war room” or temporary location where team members can centralize their response to the incident
  • Secure storage facility to keep evidence if needed

Detection and Analysis

Attacks can come from anywhere and take many forms - a denial of service attack, ransomware, email phishing, lost or stolen equipment (such as a laptop, smartphone, or authentication token), etc.

 

Once an incident is positively identified, follow defined processes to document the response (which can be helpful in showing a good faith effort to limit the impact of the breach on customer data should you end up in litigation or are investigated as the result of a breach).

 

Identify your affected networks, systems, and/or applications and determine the scope of the incident. From there, the response team can prioritize next steps from containment to further analysis of the incident. Recommendations for making analysis more effective include:

 

  • Profile networks and systems so changes are more readily detectable
  • Understand normal behavior so abnormal behavior is more easily spotted
  • Create a log retention policy
  • Perform event correlation
  • Keep all host clocks synchronized
  • Filter data to investigate the most suspicious data first
  • Run packet sniffers to collect additional data

 

These techniques should be used in conjunction with one another. Relying on a single method will be ineffective.

 

Document incidents as they are found. A logbook is one way to do so as are laptops, audio recordings, or a digital camera. 

 

Those affected by the incident need to be notified as well. For an incident that affects customers, a message on your website, email notification, or other communication will be needed. 

 

Often, breach notification procedures are driven by laws applicable to your industry, your state or your country, or a combination of these.

Containment, Eradication, and Recovery

Develop containment strategies for different incident types as containment for malware entering your network from an email will be different than for a network-based denial-of-service attack.

 

Document your strategies for incident containment so you can decide the appropriate strategy for the incident (e.g., shut down a system, disconnect it from the network, disable certain functions).

Once an incident is contained and all affected elements of the IT infrastructure have been identified the eradication and recovery process begins.

 

For larger systems, this could take months to move from high-priority to lower priority systems. Systems may be able to be restored from backup or may need to be rebuilt from scratch. As eradication and recovery proceed, steps can also be taken to tighten security measures. 

Post-Event Activity

Information security is an ongoing, iterative process. A key part of any incident response should be to learn from it:

  • Were the procedures followed? Were they effective?
  • Did we do anything that slowed the recovery process?
  • What could we have done differently?
  • Are there steps we can take to prevent a similar attack?
  • Were there indicators of the attack that we can use to prevent/detect a similar incident?
  • Do we need more resources to detect, analyze, and mitigate future events?

Apply what you learn to improve your cybersecurity defenses and response to the next incident.

Testing, Testing

Test your plan once per year. EIther working with an independent third-party or internally, create a scenario and walk your team through it.

 

This not only allows team members to understand their roles, but will also help you identify gaps or weaknesses in your plan. 

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What are HIPAA Operating System Requirements?

What are HIPAA Operating System Requirements? | Healthcare and Technology news | Scoop.it

The HIPAA Security Rule, requires covered entities and business associates to develop effective administrative, technical, and physical safeguards to ensure protected health information (PHI) is secure.

 

The Security Rule does not impose minimum HIPAA operating system requirements for a business’ computer systems.

 

Indeed, the HIPAA Security Rule generally does not impose any specific HIPAA software requirements (including HIPAA operating system requirements) on entities.

 

No provision of the Security Rule tells you, for example, what kind of antivirus, antimalware, or firewall software to purchase.

 

 The absence of a security rule grocery shopping list is very much by design. The Security Rule was written to provide flexibility for covered entities to implement HIPAA cybersecurity measures that best fit their particular organizational needs.

What are HIPAA Operating System Requirements?

HIPAA indirectly regulates operating system requirements.  

The Security Rule mandates requirements for information systems that contain electronically protected health information, or ePHI. ePHI is defined as any protected health information that is created, stored, transmitted, or received in any electronic format or media. Information systems must contain security capabilities, or features, that are sufficient to satisfy the technical safeguard implementation requirements of the Security Rule.

 

These HIPAA operating system requirements include (among others) audit controls, unique user identification, person or entity authentication, and transmission security.

 

The administrative safeguard implementation requirements of the Security Rule requires that entities perform a risk analysis, in which any known security vulnerabilities of an operating system should be considered. In performing the analysis, entities should ask themselves, “Is my operating system vulnerable to being exploited?

 

If an operating system is vulnerable to exploitation, the risk analysis must reflect that fact, and you must take whatever steps are reasonable to address the vulnerability.

When is an Operating System Vulnerable to Exploitation?

An operating system is vulnerable to exploitation when that operating system contains known vulnerabilities for which a security fix is unavailable.

 

Security fixes may be unavailable for a number of reasons. One reason why a fix might be unavailable is because the manufacturer of the operating system no longer provides support for that system, as in, no longer provides new security updates, non-security hotfixes, assisted support options, or technical content updates. This “dropping” of support for an operating system is colloquially referred to sunsetting of the operating system.

 

Microsoft “sunset” its popular Windows XP Operating System in 2014, advising users that security updates would no longer be provided for Windows XP. Microsoft advised users that “Security updates patch vulnerabilities that may be exploited by malware and help keep users and their data safer. PCs running Windows XP after April 8, 2014, are not considered secure.”

 

Windows XP was launched in 2001. In 2009, Windows released its Windows 7 operating system. The most current version of Windows, known as Windows 10, was launched in 2015.

 

Microsoft has announced that support for Windows 7 will end on January 14, 2020. After that date, Microsoft will no longer provide security updates or support for computers using Windows 10. Accordingly, Microsoft has advised Windows users, “Now is the time to upgrade to Windows 10.”

 

Continuing to use an operating system that has known vulnerabilities identified in a risk analysis, does not suffice to meet the required risk management component of the HIPAA Security Rule. 

 

Risk management requires organizations to “Implement security measures sufficient to reduce risks and vulnerabilities to a reasonable and appropriate level.” By definition, if you are using an operating system that no longer offers security measure support, you are improperly managing your risk, and, if, as a result of that impropriety, your organization’s ePHI becomes compromised, you are subject to being audited and fined by the Department of Health and Human Services’ Office for Civil Rights (OCR).

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What your healthcare practice can learn from telemedicine companies

What your healthcare practice can learn from telemedicine companies | Healthcare and Technology news | Scoop.it

6 ways telemedicine companies satisfy patients

1. Convenient care

In the U.S., patients spend an average of 34 minutes traveling to receive healthcare services, according to Altarum. Add this to time in the waiting and exam rooms, and even a simple healthcare appointment can take hours out of their day.

 

Telehealth is a major time-saver because people can receive care from anywhere in a matter of minutes. This boosts patient satisfaction levels because it’s easy for people to fit appointments into a hectic schedule.

2. Short wait times

Virtual visits with telehealth providers allow patients to avoid long waits. For example, telemedicine company LiveHealth Online claims to connect patients to doctors in a matter of minutes.

 

This is important to people, as nearly one-third (30 percent) have walked out of an appointment due to a long wait time, according to Vitals. Furthermore, one-in-five has changed doctors because of long waits.

 

Clearly, patient satisfaction rates are largely tied to wait times, which likely plays into the growing popularity of telehealth companies.

 

3. After-hours assistance

People get sick at all hours of the day, but you’ll be hard-pressed to find a traditional practice open at 2 a.m. Telemedicine companies make it possible for patients to receive care without having to make a pre-dawn trip to the emergency room.

 

For example, telemedicine company Virtuwell offers 24/7 care. This allows patients to seek treatment promptly at any time of day without leaving the comforts of their home.

 

Additionally, the ability to receive care at any hour makes treatment more accessible to patients who work during standard office hours. Telemedicine allows them to seek care without having to take time off work.

4. Cost-effective treatment

U.S. healthcare spending averaged $10,739 per person in 2017, according to the Centers for Medicare & Medicaid Services. Insured patients typically only pay a portion of the total cost, but 8.5 percent of Americans (or 27.5 million) didn’t have any form of health insurance in 2018, according to the U.S. Census Bureau.

 

Telemedicine companies make healthcare more affordable to everyone. For example, iCliniq offers an annual treatment plan for $99, where patients can receive 50 hours of online chat time with a family physician, general practitioner, or general surgeon.

5. Greater access to care

In rural areas, the patient-to-primary care physician ratio is just about 40 physicians per 100,000 people, according to the National Rural Health Association. 

 

This can make it difficult for people to receive standard care — and even more challenging if they need to see a specialist. Telemedicine companies are a game-changer for these communities because residents are able to get the care they need.

Beyond that, telehealth allows rural patients to have a choice of providers — something they might not have otherwise. In some cases, this can make it possible for them to receive better quality care than the offerings in their local region.

 

6. Increased patient engagement

Telehealth companies make it easier than ever for patients to take control of their health. When people have the right tools at their fingertips, there’s no excuse for not using them to better themselves.

 

Since telehealth offers convenient access to providers, patients are more inclined to reach out with questions and concerns. Taking an active role in their health can allow people to see positive results that encourage them to keep up the good work.

 

Telemedicine companies are surging in popularity, and that’s not likely to change. This doesn’t mean your brick-and-mortar practice will become obsolete, but there’s plenty of lessons to be learned.

 

Take a look at reasons these companies are so successful and, when possible, find ways to provide the same level of care. Gain a competitive advantage by offering the convenience patients want with the personal touch only a dedicated provider can give.

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CTI for Connectwise: How does it work on your Phone System?

CTI for Connectwise: How does it work on your Phone System? | Healthcare and Technology news | Scoop.it

SMEs and large enterprises have found that IP (internet protocol) phone systems are cheaper, easier to use, streamlined, and scalable. In other words, they give users more features and better quality while reducing the costs of traditional phone systems.

 

IP phones allow users to be mobile: users have location flexible as well as access to different modes of communication. Agents can log in to the system, talk to clients, and video-conference inside or outside of the office.

 

Given increases in IP access and reductions in cost, companies are still incorporating IP phone systems and will likely continue this expansion for the foreseeable future. According to current research, the VoIP (voice over internet protocol) service market, which was valued at 83 billion dollars in 2015, is expected to surpass 140 billion dollars by 2021.

 

A CTI (computer telephony integration) application is a crucial part of the IP phone revolution of the twenty-first century. By allowing agents and users to combine their phones with their customer support software, companies can further streamline call center processes and maximize productivity.

 

CTI integration helps businesses with high volume manage telephone calls through one system, which can lead to greater productivity and customer satisfaction. CTI software can offer a host of different features, customized to businesses’ needs, to create a more sophisticated and efficient call center process.

 

CTIs can let agents make calls directly from their desktop computers, laptops, or mobile devices, which can free agents from the office and let them go mobile. CTIs give companies features such as intelligent call routing, which automatically routes calls to where they need to go. The speed of access has been shown to increase customer satisfaction; companies using CTI in conjunction with their 800-number service make sure customers get through faster and more effectively.

 

Moreover, CTIs incorporate features that streamline call times and provide client analytics, caller identification, and data recording. Broadly, CTIs allows call centers and other phone users up-to-date technology that allows seamless integration between phone services and computer features. In customer-service oriented businesses, such value-added services allow a company’s call center to be more efficient, skilled, and customer friendly than its competitors.

 

What is ConnectWise CTI and how can its features help agents be more productive?

 

ConnectWise has been helping companies manage IT for over thirty years. Today, its current CRM helps companies manage their sales pipeline, manage client-agent interactions, and integrate sales, data, and services into one system. In addition to sales, the CRM can automate functions in service and support to streamline processes and enable much better customer interaction.

 

ConnectWise CRM focuses on the centralization of information and real-time operational visibility. ConnectWise offers a host of project management systems, as well as dashboards for numerous third-party integrations. As such, ConnectWise CRM can function as companies’ dominant software system or be an add-on that serves as a technology platform on top of businesses’ other computing programs.

 

Geared toward IT service businesses and other technology companies, ConnectWise CRM focuses on ticket management, time tracking, billing and invoicing, inventory management, technician dispatch, and project management. The software offers high levels of customization and scalability for companies of all sizes.

 

As a call center management CRM, ConnectWise offers instant chat for simultaneous customer management, customizable prioritization, and dynamic mobility. Users can integrate websites and emails with chat, while managers can analyze team performance. The CRM’s elegant dashboard allows agents to manage a high-volume flow of calls efficiently and easily. ConnectWise CTI applications link the CRM to businesses’ VoIP phone systems. By using ConnectWise CTI software, VoIP phone services can join with the CRM’s host of specific programs in IT, sales, and services technology.

 

Features and benefits for businesses that thoroughly integrate phone systems with ConnectWise CRM:

 

Advanced technological infrastructure: ConnectWise CTI integration allows for native integration from CRM to phone service, with software created specifically for the ConnectWise CRM platform. ConnectWise CRM’s cloud-based service would allow a new call center or system to be up and running in hours or days, not months. Cloud-based integration maximizes space and minimizes on-premise infrastructure. Moreover, cloud-based CTI connection makes businesses more scalable. In this way, businesses can increase their volume of agents without adding on-site infrastructure and can do so quickly and easily.

 

Integrated Dashboard: ConnectWise phone integration lets users manage all aspects of calls from the screen. At a glance, users can see call histories and addresses. They can make, receive, and transfer calls directly through the system, which speeds up calls and allows agents to reach clients more quickly.  The dashboard is intuitive and easy-to-use, while also being customizable to fit companies’ or users’ specific needs.

 

Minimized data entry: With ConnectWise CTI, businesses can minimize data entry by logging key information about the call automatically. The CRM can log the interaction and include data that can be collected automatically, such as duration, caller, related leads or contacts. The function frees agents so they only have to enter non-automatic information. It also includes space for these notes.

 

Increased call capacity: With phone integration, users are able to minimize time wasted by searching for hyperlinks or typing in numbers. With a click to dial feature, agents can dial a phone number with one click when the number is on a web page, in an inbox, or a document. Furthermore, users can add a prospective client as a contact right from the popup, again reducing repetitive data entry.

 

Caller ID and Routing: Using ConnectWise integration, calls can be routed for higher efficiency. For example, calls can be accessed and routed by caller location, previous interactions between business and client, geographical field, language used, current agent availability, or a host of other factors. These factors optimize caller-agent relationships; by putting the most appropriate agent on the call, the CRM saves time and provides a better customer experience. Additionally, caller ID gives agents instant access to client information. Instead of having to search for customer profiles, users can have automatic access to clients’ locations, previous interactions, and professional details.

 

Task follow-ups: CTI integration makes collaboration and follow-up easier between colleagues. Because the system works in real-time and connects calls to data, involved team members can see what agents have done or what they plan to do. As such, tasks can be categorized and allocated automatically. The CRM can create events and plan callbacks so that there is always a potential next step for agent/client interaction already on the schedule.

 

Call analytics: With CTI integration, data becomes instantaneously shareable across teams and automatically synced. In this way, multiple agents can have access to real-time updates and new data. Moreover, ConnectWise CRM helps manage, organize, and analyze data. It can record and store customer configuration data in a centralized, accessible location, thus allowing agents and managers immediate access to a host of useful data, including contact databases, inventories, previous sales, and other crucial elements.

 

VoIP phone systems are the most efficient and cost-effect system to use in contemporary call centers and IT service departments. A badly integrated CRM, however, can be detrimental to a company in which business thrives on creating and maximizing opportunity. Not only must a company find the right CRM for its business, but it must also effectively coordinate its desktop services with its phone system. ConnectWise CTI phone integration works to allow users to have as much information as possible, get the right calls to the right person quickly, and create the best possible customer service interaction.

 

ConnectWise CTI applications allow VoIP phone systems to be seamlessly integrated with the ConnectWise CRM. With ConnectWise CTI phone integration, users can manage timelines, dial from their computers with one click, access significant data on potential clients and repeat customers, collaborate with other agents, and create a better customer service experience. Moreover, the cloud-based CRM is cost efficient, scalable and lacks the baggy infrastructure of on-premises servers. With ConnectWise CRM integrated into businesses’ phone systems, businesses can take the focus off of managing their system and instead, focus on their products.

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These 6 Healthcare Cybersecurity Tips Could Save You Thousands

These 6 Healthcare Cybersecurity Tips Could Save You Thousands | Healthcare and Technology news | Scoop.it

n 2017 alone there were more than 330 data breaches in the US medical and healthcare sector, which exposed 4.93 million patient records.

 

What’s more, data breaches in the healthcare sector are among the most costly with the average breach costing $408 per stolen record. In comparison, the global average of other industries across the world is $148 per record. The medical and healthcare industry in the United States is particularly vulnerable to data breaches. Here are a few reasons why:

  • Healthcare organizations store a high volume of patient records with valuable and private data
  • A lack of mobile security protocols with the BYOD (Bring Your Own Device) trend makes it easier for hackers to breach a network.
  • IoT medical devices and other popular technologies in the healthcare industry like multi-cloud IaaS or SaaS environments provide cybercriminals with more opportunities to hack into a network.
  • The healthcare industry is one of the lowest performing industries when it comes to endpoint security, and the sector as a whole ranks poorly in terms of cybersecurity strength compared to other major industries, making it an easier target for cybercriminals.

 

Chances are you don’t want to spend $50,000 or more in fines for a HIPAA violation, so it’s more critical than ever for you and your healthcare organization to implement the required cybersecurity protocols to ensure you’re protecting sensitive patient data from cybercriminals and hacks.

 

Here’s how you can improve your IT security and make sure you’re implementing healthcare security best practices.

1. Ensure All Employees are Properly Trained

One of the best ways to prevent the risk of data breaches is to make sure all employees and contractors receive the training they need to meet HIPAA requirements and keep data safe.

A proper employee training program will include factors such as:

  • Disaster Response
  • Fire Response (RACE) and Prevention
  • Workplace Violence Prevention and Response
  • VIP Security Control
  • EMTALA (Emergency Medical Treatment and Labor Act)
  • Command Center Operations
  • HIPAA Controls and Compliance
  • Training on The Joint Commission and other Accrediting Bodies
  • Crime Prevention
  • Safety Compliance

What’s more, your training program should go beyond initial training to provide frequent updates to your employees so they can stay on top of the latest trends and threats.

Download the Free HIPAA Regulation Checklist

2. Prioritize Real-Time Evaluation and Response

Want to save your organization thousands of dollars every year? A study by Ponemon Institute discovered that IT teams wasted 425 hours per week trying to solve false negatives and false positives. Healthcare organizations saved an average of $2.1 million yearly by implementing a system where IT teams were able to evaluate security posture in real time, patch all devices for known vulnerabilities, and proactively address emerging threats with data controls and/or patch distribution. This also increases your chances of preventing the risk of an expensive cyber-attack.

3. Leverage the Power of Automation

Since many healthcare organizations are decentralized, it can be more difficult to coordinate software patching and updates. To make sure software updates are fast but thorough, leverage the power of automation where possible to eliminate any vulnerabilities a cybercriminal might exploit.

4. Restrict Access When Needed

Even though employee training is critical, ensuring that your employees can only access sensitive or critical data on a need-to-know basis is another healthcare security best practice.

 

All data should be stored in a centralized location that is protected by a role-based access control system. Those with access should only see what they need to do their jobs and once the information is no longer required access should be removed automatically.

 

Moreover, technologies should be implemented to track and analyze data access as a way to spot suspicious activities.

5. Have a Disaster Recovery Plan in Place

To comply with HIPAA Security, you must have a disaster recovery plan in place and ways to recover and maintain ePHI (electronic Protected Health Information) in case of an emergency. That means you should be backing up all files regularly so data restoration can be quick and easy. A good rule of thumb is to back up your data both locally and remotely (ex: on a recovery disc as well as on a cloud-based server) and you should aim to store all backed-up information away from the main system whenever possible.

6. Encrypt All Data

Data encryption makes sensitive information unreadable, which makes it much harder for cybercriminals to gain access to that data even if a network is hacked or a mobile device is missing or stolen.

 

It’s also important to make sure that all data is encrypted not only when it is at rest (being stored) but also when it is in motion (ex: sending an email). This way sensitive information is protected at all times.

 

Since the healthcare industry is one of the most frequent targets for cybercriminals and one of the most expensive when it comes to addressing a data breach, it’s vital to implement these healthcare security best practices and stay on top of the latest trends in IT security. Help your organization avoid the risk of data breaches and costly fines and give yourself peace of mind knowing that all HIPAA requirements are being met and your patients can trust their sensitive information in your hands.

 

Following these tips will help keep your healthcare company safe and reduce the risk of expensive cybersecurity threats.

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Women and Nonbinary People in Information Security

Women and Nonbinary People in Information Security | Healthcare and Technology news | Scoop.it

I’ve got great news for you! My interview series continues.

Last week, I spoke with Nicola Whiting, cyber hygiene specialist, and Titania Chief Strategy Officer.

 

This time, I had the privilege of speaking with defensive security expert Liz Bell. We talked about the 90s internet, blue teaming, sexism and transphobia in tech as well as what pen testing can teach you about defensive security.

 

Kim Crawley: Please tell me a bit about yourself and what you do.

Liz Bell: I work for a cybersecurity defense company that provides network monitoring and response tools for customers in the finance, government, and energy sectors. I work on the internal monitoring team, which means I help keep our own networks safe. Before that, I worked in penetration testing punctuated with some time in academia doing research on applying machine learning techniques to attacking ciphers, and before that, I was a software engineer. I’ve been interested in security since I was little, though. Being lucky enough to have grown up with the web, I just caught the tail end of the BBS era, and so I got to see security start to become something people actually took seriously. Being curious, my general instinct was to find ways to circumvent limitations. Now I get to spot people trying to do those same things.

 

KC: It sounds like you’ve been online since the 90s. I’ve been online since 1994. Is there anything about the 90s internet that you miss these days?

LB: There are a few things that I’m kind of nostalgic about like MSN chat rooms, hearing my phone sing the internet song to the gateway, downloading Win32 viruses from Napster and Limewire, earning badges and posting angsty poetry on Bolt.com, but I think the main thing I miss is the openness and generosity of the web back then. These days, it feels like, if you’re fortunate, you have a series of walled gardens, and if you’re not, you’re facing a never-ending stream of racist/homophobic/transphobic content and intrusive adtech.

 

KC: You mentioned P2P malware, which is still a problem these days. How do you think online cybersecurity challenges are different now compared to back then?

LB: I think a major difference between then and now, if not the main difference, is money. Once we started being able to shop and bank online, users became a good target for scammers, extortionists and other organized crime groups. Not to mention the environment is now extremely different; a lot of people now have a lot of their lives stored in phones, tablets, and laptops, and some of those also end up connecting to corporate or industrial networks. For organizations, this means that just defining what your network perimeter is can sometimes be impossible.

As far as national security is concerned, the public at large has become much more aware of the scale of state-level activities on communication networks, much more than when the ECHELON disclosures happened, as far as I can tell. I think that has also led to something of a change in what people’s threat model looks like.

 

KC: Echelon! I knew someone who worked at Lawrence Livermore back in the day, apparently on that particular project.

LB: That’s awesome! I work with a lot of former IC and .mil people who I understand have probably been involved in a lot of things that would make for extremely interesting conversations, but alas, I’m not cleared.

 

KC: How has your penetration testing experience helped you with your blue teamwork?

LB: It’s a big help. Understanding the different kinds of techniques and tools used by adversaries to compromise accounts, intercept traffic or steal data means I have more of an ability to spot patterns or suspicious outliers in our sensor data. Likewise, seeing how blue teams operate makes me better at doing the offensive work or, at least, doing it in a way that’s less likely to get me caught! I’m increasingly a proponent of getting the red team and blue team members to trade sides occasionally or work together to have a better understanding of how the other side operates.

 

KC: Has sexism ever been a challenge in your career?

LB: Honestly, I don’t know. When I first started, I hadn’t transitioned yet, and so I was perceived as an (effeminate, not assertive) man, and so presumably I benefited from that when it came to getting my career started. At a previous employer, after transitioning, I was the only female penetration tester in the office, the only woman I knew of working in a technical role, and the only out queer person, and I started getting more complaints about my performance. I ultimately ended up leaving, and it definitely became harder to find work afterward, but then again, what I was looking for was pretty specific. I’m lucky enough to have been hired by a woman and be managed by a woman, in my current role, even though the team is still largely white cisgender straight men.

 

KC: Well, you’re not the first transgender woman I’ve interviewed in this series. I’m happy to see more transgender people in cybersecurity.

LB: I actually applied to the place I’m working at now because a good friend of mine, who’s also trans, worked there. It was an incredible privilege to go from this extremely homogenous environment to getting to work professionally in information security with another queer trans woman.

 

KC: Is there anything you miss about your pen testing days?

LB: I do miss the “let’s be evil” feeling, sometimes and the interaction with external clients from all kinds of different industries. My job now has maybe a little less variety, but I get to stick with projects longer, and being an investigator definitely makes up for not getting to pretend to be a criminal anymore!

 

KC: I have spoken to Defensive Security Handbook authors Ian Brotherston and Amanda Berlin, who believe that defensive security is underrated in our field. Do you agree?

LB: I think that offensive security gets a lot of the glamor, but penetration testing is really only a small piece of what keeps users safe. Blue team folks definitely don’t get nearly enough credit or support; offensive security people need to only find one problem, but defensive security practitioners can’t make a single mistake.

 

KC: Do you think a lot of organizations overlook defensive security?

LB: In my experience, a lot of organizations tend to maybe focus on the wrong things: or rather, they optimize for meeting regulatory requirements. Rules say they need a firewall and quarterly penetration tests, so they buy a firewall and contract the tests out. Security should be baked in everywhere; into the software development lifecycle, the monitoring and maintenance of the corporate network, training of new employees and continuous training of your existing staff and even how the organization interacts with suppliers. The line between ‘defensive information security’ and ‘physical security’ gets fuzzy, and I don’t know if many organizations prioritize either at sufficiently many levels of the stack.

 

KC: I’ve learned a lot from you. Do you have anything else you’d like to add before we go, Liz?

LB: I think it might be worth mentioning that machine learning is increasingly something people are exploring in both the defensive and offensive information security space, and in order to both defend against robot hackers and defeat Skynet, or build either, it helps to have that blended blue and red team exposure. Otherwise, thank you so much for your work here boosting not-male voices!

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Wearable HIPAA Security Concerns Grow for mHealth Apps & Devices

Wearable HIPAA Security Concerns Grow for mHealth Apps & Devices | Healthcare and Technology news | Scoop.it

Healthcare tech is moving more and more toward mHealth solutions for consumer use. Apple in particular has made major expansions into healthcare and mHealth technologies over the past few years. Many patients are using wearables such as the Apple Watch to monitor, track, and report health care data. But with this new field of mHealth, security issues abound and there are still many grey areas surrounding who is legally responsible for protecting the privacy of patient data. 

How Wearables Could Impact Your Business

In September, Apple made headlines with its newest version of the Apple Watch. CEO Tom Cook bragged about the watch’s fall detection capability, automatic workout tracking, and a heart sensor with ECG capability. With these advancements, Apple will continue to have a tremendous impact on the healthcare industry. In a recent CNBC interview, Cook said that the health-related work will be Apple’s “greatest contribution to mankind.”

 

Yet, there have already been HIPAA-related incidents stemming from multiple health tracking apps and wearables across the mHealth industry. In 2018, the popular fitness and nutrition tracking app MyFitnessPal experienced a breach, exposing the names, email addresses, and passwords of 150 million people. In addition, the fitness app Strava revealed the locations of U.S. military personnel on secret bases. According to Forbes, your electronic health records could be worth hundreds or thousands of dollars on the black market, which makes the Apple Watch and mHealth technologies like it prime targets for security breaches.

 

And of course, this affects health care professionals around the country. mHealth security vulnerabilities continue to pose a serious issue to patient privacy. And with these mHealth security and privacy concerns, HIPAA regulatory standards are in a grey area, especially where enforcement is concerned. Wearables like the Apple Watch expose privacy and security vulnerabilities for healthcare consumers, providers, and vendors working in the healthcare space alike.

Who’s Responsible for Wearable Data?

When it comes to HIPAA, covered entities must be compliant with the full extent of the regulation. A covered entity is any health care provider, health plan, or health care clearinghouse that uses protected health information (PHI) for the purpose of payment, treatment, or operations.

 

Under the HIPAA Privacy Rule, covered entities must implement the necessary safeguards to ensure that PHI is kept safe. PHI is any demographic information used to identify a patient. Some common examples of PHI include names, email addresses, addresses, and Social Security numbers, to name a few.

 

That means that if a doctor partners with wearable companies, and is using that biometric data over the course of care, then they are responsible for protecting patients’ PHI. However, the mHealth apps and wearable companies themselves are likely considered business associates under HIPAA. Business associates include any organization that handles PHI on behalf of another HIPAA-beholden entity. The liability in the event of a data breach concerning PHI collected by mHealth devices but used over the course of treatment for a patient presents a new challenge to HIPAA regulation.

 

However, changes to HIPAA regulation or HIPAA guidance in response to new and evolving technologies is not new. In 2009, the HITECH Act was passed, which made sweeping changes to HIPAA regulation in response to the rise of electronic health records (EHR) platforms and the increasingly digital shift across the healthcare industry.

 

HIPAA guidance regarding the use of mHealth tech, apps, and wearables will likely be addressed by the Department of Health and Human Services (HHS) Office for Civil Rights (OCR) in the years ahead. However, in the meantime, covered entities and business associates should guard against the potential for data loss, federal fines, and cyber-security risk by implementing an effective HIPAA compliance program to protect their business.

HIPAA Compliance Comes First!

As technology continues to develop, organizations within the healthcare industry will still need to comply with HIPAA regulations.

 

Compliancy Group gives healthcare professionals the tools they need to effectively address the full extent of HIPAA regulation. We give your organization confidence in your compliance with our proprietary achieve, illustrate, and maintain methodology, all housed in our cloud-based app, the Guard. The Guard allows users to address every element of what the law requires to give you peace of mind.

 

Users will also have help along the way. Our Compliance Coaches will walk you through every step of the process and ensure you have a complete understanding of HIPAA.

 

Compliancy Group is here to simplify compliance so you can confidently focus on your business. Find out how we can help!

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