The Highest Quality Telephone Answering Service in the United States

Centratel

Telephone Answering Service

hopsice answering service

HIPAA-Compliant Home Health and Hospice Answering Service

August 18, 2023
Home Healthcare & Hospice
By Centratel

For those in the Home Health and Hospice sector, maintaining HIPAA compliance isn’t just a legal requirement – it’s a commitment to patient privacy, quality of care, and industry excellence. At Centratel, we understand the complexity of this commitment. That’s why we’re proud to offer our specialized Home Healthcare and Hospice Answering Service, designed with strict adherence to HIPAA guidelines, promoting seamless communication within the Home Health and Hospice community.

Centratel’s Answering Services are not just about taking calls; they’re about building bridges of trust with patients and their loved ones while effectively meeting all HIPAA compliance requirements.

According to a 2018 study published by JAMA, nearly 30% of all medical calls were found to have potential HIPAA violations. This alarming statistic showcases the critical need for HIPAA-compliant telephone answering services within the healthcare sector, particularly within Home Health and Hospice care.

Understanding HIPAA Compliance in Home Health and Hospice Care

The Health Insurance Portability and Accountability Act (HIPAA) has set the standard for sensitive patient data protection. Organizations dealing with protected health information (PHI) must ensure they have physical, network, and process security measures in place. This requirement is especially pertinent in the Home Health and Hospice industry, where sensitive information about patient conditions and end-of-life care are frequently shared.

At Centratel, we’re committed to upholding these standards, providing HIPAA-compliant communication solutions tailored to the unique needs of Home Health and Hospice providers. Learn more about how we make a difference.

The Centratel Difference: A Commitment to Compliance and Quality

We have made a commitment to uphold the highest levels of HIPAA compliance in all of our services. We understand the severity of potential violations, not just in terms of legal repercussions, but also regarding the erosion of trust between healthcare providers, patients, and their families.

Every call handled by Centratel is dealt with the utmost discretion, ensuring patient confidentiality and meeting all HIPAA regulations. Our trained staff is well-versed in HIPAA’s privacy and security rules, providing assurance to our Home Health and Hospice clients that their patients’ information is safeguarded.

Our compliance efforts go beyond just meeting regulatory requirements. We strive to exceed industry standards, continually improving our processes and training our staff to stay ahead of evolving data protection needs.

Interested in understanding how we can transform your communication processes while ensuring HIPAA compliance? Request a price quote today.

Centratel: A Reliable Partner for Home Health and Hospice Providers

Centratel’s comprehensive services aren’t limited to just answering calls. We serve as an extension of your team, providing necessary support for efficient patient care coordination, emergency dispatch, and more.

Our Home Healthcare and Hospice Answering Services help ensure seamless communication, vital in the Home Health and Hospice industry where real-time, accurate information exchange can significantly affect patient care.

Choose Centratel as your trusted partner in maintaining HIPAA compliance, enhancing patient communication, and improving overall patient satisfaction. Get a price quote now and let’s make a difference together in the Home Health and Hospice sector.

In the highly sensitive and critical field of Home Health and Hospice, HIPAA compliance isn’t optional—it’s essential. And at Centratel, we make it seamless. Trust in our commitment to quality and confidentiality; experience the Centratel difference.

Image by Freepik

A Telephone Answering Service Representative taking calls at Centratel

Centratel, based in Bend, Oregon, is a leading national telephone answering service with a specialized focus on the Home Health and Hospice sector. This service offers unmatched support to a wide range of healthcare businesses throughout the United States, ensuring effective and seamless communication solutions around the clock. Renowned for its exceptional quality and reliability, Centratel is recognized as the top answering service in the Home Health and Hospice industry, consistently outperforming competitors in both performance and client satisfaction.

Taking the Next Step

For more specifics on cost, to start the onboarding process, or if you have questions, fill out this form with your basic information and if it’s during regular working hours (M-F 8am to 8pm EST or 5am to 5pm PST), we’ll get back to you within minutes. Or, during the above hours, you can simply call us at 800-664-7159 or send us an email to inquiry@centratel.com.

(And note: for a quick orientation on how we operate, take a moment to review one or more of the key points listed below.)

For more specifics on cost, to start the onboarding process, or to just talk to us, fill out this form with your basic information and if it’s during regular working hours (M-F 8am to 8pm EST or 5am to 5pm PST), we’ll get back to you within minutes. Or, during the above hours, you can simply call us at 800-664-7159 or send us an email to inquiry@centratel.com.

(And note: for a quick orientation on how we operate, take a moment to review one or more of the key points listed on the right.)

 
Terms of Service

Why Choose Centratel

BY SAM CARPENTER
December 1, 2024

1.CENTRATEL’S UNIQUE 30-DAY FREE TRIAL

Why is this important? Because it will provide you a truly accurate estimate of cost (we bill monthly), it will demonstrate our quality, and it gives both sides of this equation—you and Centratel—the necessary time to refine and perfect operational details.

Here’s a testimonial from a new medical client that had just finished their 30-day trial: “Of course, I love the cost as it is close to the amount I was allowed by the president of the company. I told him that if we did not continue with Centratel, I would resign as the Director of Customer Service, and I meant it. It’s a great fit. We have had NOT ONE complaint from a patient or in-house which, as you know, we received daily with our former answering service. I love you, Centratel, and the price. I’m ready to sign whatever documents you require. Thanks for the great service, and the free month! To a great partnership! -KB, Phoenix“

2.STATISTICALLY, THE BEST IN THE U.S.?

Answering service quality is 100% dependent on human action and reaction, and in the course of a single day a multitude of human decisions are made by the people who process the calls: Telephone Service Representatives, or TSRs. (Some answering services refer to them as “agents.” Others, “operators.”)

Like any other answering service, at Centratel we’re dealing with real live human beings and so human errors occur. But within this labor intensive service industry that is historically known for marginal quality, Centratel’s error rate is light years ahead of established standards. Our most recent Customer Reported Error Rate (July through September, 2024) was 1 customer-reported error for every 6,077 message transactions processed. That statistic is unmatched.

There’s no artificial intelligence manipulation, we do not offshore calls, and we were founded and have always operated within the United States. (Note that since early 2020, the COVID six-foot social distancing mandate drove thousands of small-to-medium sized answering services out of business. Large, foreign-owned multi-nationals, often disguised by the name of the local answering services they acquired, now thoroughly dominate the industry. Hence, an even further decline in general service quality. See this analysis.)

3.CUSTOMER SERVICE EXTRAORDINAIRE

Your concerns and requests will be instantly acted upon. It’s a work ethic that stands out in stark contrast from the general quality decline in human-to-human business-customer communications. You’ve seen it yourself, all around. At Centratel you will know the customer service people you’re working with by name, appreciating their special listening abilities as well as their take-action-now comportments i.e. see the testimonial in point #1 above. ‘Nuff said!

4.GETTING STARTED: IT’S SIMPLE AND FAST

Getting your new Centratel answering service 30-day free trial started is accomplished within 24-48 hours. From the start, your “onboarding” customer service representative will be with you every step of the way, listening carefully to your concerns, answering questions, and offering suggestions.

5.NEW TO USING AN ANSWERING SERVICE?

A majority of our current answering service accounts switched to us from another service because of quality problems. However, if you have not used a service before, you are not familiar with the options, benefits, and pitfalls. As noted, our 30-day free trial provides you—and us—plenty of time to precisely refine your desired message-taking and delivery protocols; to get things exactly the way you want them to be without any financial risk, undue pressure, or obligation. 

6.PRICING

Starting at $89 per month, our rates rank in the mid-range of the industry. For call processing, we charge by the “transaction unit” rather than the duration of time spent handling calls. Large “mega-services” operating in the U.S. prefer time billing because it ensures the company is compensated for lower-paid/high-turnover — and thus slower — agents. No matter the quality or how long they keep your callers on hold, they still make a profit. And yes, it can get expensive.

In any answering service, it takes a long time for a new agent to become fast, efficient, and stable. At Centratel, we pamper and reward experienced agents (via higher pay and great benefits) and therefore have extremely low staff turnover. Needless to say, experienced agents make fewer errors than trainees who learn on-the-job.

7.ACCURATELY COMPARING ANSWERING SERVICE PRICING IS COMPLICATED

It’s apples and oranges. There isn’t an industry standard for billing, and each answering service has its own formula. Also, as noted above, some services charge by agent “time” while others charge by “work units.” Some others combine the two. At Centratel, we charge for the work we do, not by the time we spend. The raw truth is that the only reliable way to determine monthly cost for a new service is to use that service for a solid month. Most answering services offer a 7-day free trial or no trial at all.

8.BEWARE: MONTHLY OR 28-DAY BILLING?

Important! At Centratel, we use a “monthly” billing cycle in which invoices are compiled from the first day of a month to the last day of that month. When soliciting quotes from other services, be sure to ask if the base-rate charges are billed monthly or on a “28-day billing cycle.” There is no good reason for a 28-day billing cycle! It’s bait-and-switch: customers billed on a 28-day cycle actually receive thirteen billings per year and therefore the overall cost is higher.

9.NO CONTRACT AND SIMPLE TERMS OF SERVICE

We do not require a yearly contract for service because we believe you should have the opportunity to evaluate us real-time, without restraint. Our terms of service are simple and straight-forward.

10.VALUABLE FREE GIFT FOR CONTACTING US

If you take the time to discuss answering service with us, on the same day we will ship you a hardcover copy of Sam Carpenter’s bestselling book, Work The System: The Simple Mechanics of Making More and Working Less, now in its 5th edition. We’ll send you a copy just for contacting us. (Sam is the founder and President of Centratel. December 1st 2024 marks his fortieth year of ownership.)