HIPAA-Compliant Help Desk Solution
A high level of security and privacy is important to any business’ help desk tool. Organizations dealing with Protected Health Information (PHI) need to adopt certain standards as met by a HIPAA-compliant help desk solution. OneDesk can be used in a HIPAA compliant environment and provides a full help desk and project management solution in one robust app.
What is HIPAA?
The Health Insurance Portability and Accountability Act (HIPAA) is a law enacted by the United States congress that stipulates rules and standards for healthcare providers and healthcare related organizations. These standards mandate the protection and handling of protected health information (PHI) and other processes. For more information please see HIPAA guidelines
Benefits of help desk software
A help desk software can aid a HIPAA-compliant organization by improving your workflow and streamlining the support process. For one, OneDesk’s HIPAA-compliant help desk solution centralizes customer inquiries. Tickets created from emails (even from multiple inboxes), or created from support request forms, can all be resolved from the application. OneDesk also allows you to assign and triage requests to agents, this way tickets don’t get missed or forgotten. You can also apply flexible automations to cut down on repetitive work and improve your workflow.
A secure HIPAA-compliant help desk solution
OneDesk offers a high level of security:
- Hosted on Amazon Web Services (AWS), which is cloud-based platform that provides a high level of security and HIPAA compliance.
- Data encrypted over SSL.
- We also offer on-premise and private cloud options.
- Frequent data back-ups.
- Activity audit controls.
- User authentication and user-level access controls.
- Two factor authentication.
- Additional configurations and advanced security features to avoid accidentally exposing PHI.
For organizations looking to meet HIPAA compliance we provide our business associate agreements (BAA). We also provide you with the information to configure your account in compliance with HIPAA. These additional advanced security features should be configured to best avoid PHI violations. For more information on the process see: HIPAA compliance with OneDesk.
HIPAA-enabled accounts include: the signed BAA and all enterprise features for $29/user a month, billed on an annual basis. Request a quote here.
HIPAA-compliant help desk features
A HIPAA-compliant help desk software can aid your team by providing tools that work with you and your customers. Below are a few of these useful tools.
Support customers from multiple channels
It is important to meet clients on their terms. Some clients prefer reaching out through live chat and others through email. OneDesk’s HIPAA-compliant help desk offers tools to support both clients and agents. Tickets can be submitted through email automatically. Additionally, use the OneDesk widget which includes: web forms, a customer portal, live chat and knowledgebase. No matter how a client reaches out, you can respond and resolve inquiries from your main OneDesk application.
Solve issues collaboratively
Assign yourself or team members manually or automatically to incoming tickets. Tickets have (configurable) statuses so you know at a glance how the team is progressing. In addition, tickets offer real-time collaboration. The OneDesk messenger makes it easy to connect to team members or customers. Stay in-context by communicating directly alongside the ticket’s details.
These features allow everyone to stay on the same page and avoid repetition.
Ensure quality service with SLAs
Service Level Agreements (SLAs) can help you improve your customer support. SLAs let you monitor and measure the responsiveness of the support team. OneDesk’s HIPAA-compliant helpdesk offers customizable SLAs. You can define the policy, assign tickets to the policy, and then automatically notify your team before any policies are breached.
Save time and effort with workflow automations
OneDesk provides powerful and flexible workflow automation tools. Automations allow you to streamline your workflow in various ways.
Automatically:
- Send emails.
- Assign and route tickets.
- Change ticket statuses.
- Change properties.
- Create projects.
- and much more!
Frequently asked questions about OneDesk for HIPAA
Is OneDesk HIPAA compliant?
Yes, OneDesk offers HIPAA-enabled accounts which include the signed BAA. Learn about the process of OneDesk for HIPAA.
What are the features of OneDesk?
OneDesk is a helpdesk and project management solution in one platform. We offer many features such as email ticketing, automations, and resource planning. See a full list of features here.
What is the pricing of OneDesk's HIPAA-compliant solution?
The pricing for HIPAA-enabled accounts is separate from our regular pricing. It requires the Enterprise level plan along with a HIPAA add-on. A HIPAA account includes the BAA and is priced at $29/per user a month and is billed annually. You can request a quote here.