HIPAA CX Consulting

HIPAA-Ready Contact Center (CX) Capabilities

Almond Technology Xchange

Secure. Compliant. Patient-Centric.
Almond Technology Xchange helps healthcare organizations modernize their contact centers while safeguarding Protected Health Information (PHI) across every interaction. Our HIPAA-conscious CX approach enables exceptional patient experiences without increasing compliance risk.

 

 

What We Deliver

Compliance-First CX Design

We architect contact center environments aligned to HIPAA best practices, ensuring PHI protection across:

  • Voice and IVR interactions

  • Call recordings and transcriptions

  • Chat, SMS, and email channels

  • CRM and ticketing integrations

  • Analytics, QA, and reporting tools

Security and compliance are embedded into workflows—not added later.

 

 

HIPAA-Focused Capabilities

Business Associate Alignment

  • CX vendors vetted for healthcare readiness

  • Business Associate Agreements (BAAs) supported across platforms and integrations

  • Visibility into compliance responsibilities across the CX ecosystem

Secure Call Recording & QA

  • Pause/resume recording for sensitive disclosures

  • Restricted access to recordings and transcripts

  • Configurable retention and deletion policies

  • Audit trails for playback and exports

Omnichannel with Guardrails

  • HIPAA-conscious SMS, chat, and email workflows

  • Reduced PHI exposure in digital channels

  • Governance for agent notes and customer records

  • Secure patient engagement across channels

AI & Analytics—Responsibly Deployed

  • PHI-aware AI and analytics configurations

  • Controls for transcription, summaries, and sentiment analysis

  • Vendor oversight to prevent improper data usage

  • Innovation without compromising compliance

Workforce & Remote Agent Security

  • Role-based access and least-privilege controls

  • Secure remote and hybrid agent environments

  • Platform configurations that support compliance training

  • Reduced risk from human error and oversharing

 

 

Audit-Ready by Design

We help organizations remain prepared—not reactive:

  • Clear data retention and deletion strategies

  • Platform-level access and activity logging

  • Documentation aligned to healthcare audit expectations

  • CX configurations that support compliance reviews

 

 

Why Almond Technology Xchange

  • Healthcare-focused CX expertise

  • Platform-agnostic advisory approach

  • Compliance-aware architecture and implementation

  • Risk reduction without degrading patient experience

We don’t just deploy contact centers—we help protect patient trust.