Protect Personal Health Information

Healthcare organizations across the world are required to comply with regulations such as HIPAA that govern protected health information. Failure to comply with these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.

The details a person must provide to prove their identity depend upon the business. For example, the call center agent can ask the person to confirm their social security number, birth date, insurance details, or driver’s license number.

The person contacting the call center could be a patient, a parent or guardian if the patient is a minor, the authorized representative of a patient, or a provider. No matter who the caller is, if they want sensitive information, an agent must verify the caller’s identity first. If the inquiry concerns information in the public domain (for example, the location of a hospital), then verification isn’t required.

Components of Identity Verification
Identity verification relies on identity verification objects and identity verification flows. Identity verification also needs one of the three objects—Engagement Interaction, Messaging Session, or Voice Call—along with the Engagement Attendee and Engagement Topic objects.
How Identity Verification Works
How a CSR or CCA verifies a customer or their representative’s identity depends on the identity verification flow template that’s used to configure the process. Sometimes you’re required to verify only a caller or a customer’s identity. Or, if someone is seeking information on another person’s behalf, you’re required to verify both identities. In addition, some identity verification flows store interaction details. Your identity verification flow can also store interaction details. If someone is calling on another person’s behalf, verify both identities.
Define the Link Between Identity Verification Process Configuration and Flow
The Identity Verification Process Definition object links the identity verification process configuration to the identity verification flow. It also defines the layout of the search screen. To pass the configuration information to the flow, create a process definition record.
Set Up Search and the Minimum Number of Additional Verifiers for Identity Verification
When someone contacts a customer service representative (CSR) or a contact center agent (CCA) with a request, the CSR or CCA first searches for the person. To set up how the search works, create an identity verification process detail record. You can also specify the minimum number of additional verifying questions to ask.
Set Up Fields for Search and Verification
The Identity Verification Process Field object enables you to determine what a CSR or CCA sees, such as which fields appear in search results or which fields must be verified. Create an Identity Verification Process Field record for each field that is part of your identity verification process.
Create an Identity Verification Flow
Depending on the kind of identity verification your organization requires, create a flow using either the Verify Caller Identity or the Verify Customer Identity flow template.
Make the Identity Verification Flow Available to Agents
To enable your call center agents to perform identity verification, make the flow available to them.
Use External Data for Identity Verification
If the data required to verify a caller resides outside of Salesforce, configure the identity verification process to use data from an external source.

Health Cloud Administration

See Also