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HIPAA compliant answering service that picks up every patient call.

Patients can get your hours, request a callback, and reach the nurse line, with symptoms kept out of the message.

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Take patient calls without collecting clinical detail

Each message holds a name, a number and one reason category, and nothing clinical.

The agent answers hours and locations from info you approve. It won't read or confirm a result, so result questions become a callback request.

How little a HIPAA compliant answering service should write down

What is a HIPAA compliant answering service?

A HIPAA compliant answering service answers a health practice's phones under a business associate agreement and keeps clinical detail out of its messages. You need a BAA with each party that handles patient information on the call. Cartesia is HIPAA compliant and signs them with healthcare customers.

  • Read hours and locations
  • Save a callback request
  • Alert the care team queue
  • Transfer to the nurse line

What does a HIPAA compliant medical answering service write down?

Each callback holds a name, a number, one reason category such as results or billing, and whether voicemail is safe. If someone starts describing a knee, the agent asks them to keep it for the nurse. The care team queue gets a reference only.

Can I tell you about my knee so the nurse has it ready?

Please keep that for the nurse, since I don't record symptoms. I'll save a clinical-question callback. Your name and number, and is a voicemail safe?

Orrin Fallow, 206-555-0160. Voicemail is fine.

Does it connect to athenahealth, Epic or eClinicalWorks?

Yes, through tools you configure. Callbacks save in your system, so staff open the request under a BAA and the alert carries nothing but the reference. The agent won't read or confirm lab results, and chest pain or trouble breathing gets your 911 script and the nurse line.

  • Lab result callback, no details2:18
  • Knee question, no details recorded1:41
  • Medication callback, queue alerted1:36

Will a HIPAA compliant phone answering service make us compliant?

No, and no vendor can. Your policies, training and other vendors remain your work. The message stays minimal, but the call recording still holds what the caller said, so your rules for patient records apply to recordings too.

Clean callback saved

Did the agent save a callback with a name, a number and a reason category, and no symptoms or results?

What a minimal message buys a health practice

The less a message holds, the less can go wrong when it's forwarded, read aloud or left on the wrong phone.

Every message has the same shape

A name, a number, a reason category and a voicemail answer. Staff know what to expect, and the callback has no field for symptoms.

Alerts carry a reference only

The care team queue sees a reference like SHP-8122 and nothing else, so a notification on someone's screen reveals no patient detail.

Voicemail gets asked about first

The agent asks whether it's safe to leave a voicemail at that number, which matters on a shared line or a family phone.

Results stay off the phone

Asked to read a cholesterol number, the agent declines and saves a results callback for the care team.

A BAA with Cartesia

Cartesia signs business associate agreements with healthcare customers. You still need one with every other party that handles patient information on the call.

Compliance stays your program

Cartesia's status covers Cartesia. The agent can't make your practice compliant, and recordings hold what patients say, so your access and retention rules still apply.

When callers overshare, the voice stack has to notice

People say more on the phone than a message should hold. The agent has to catch a caller drifting into symptoms and bring them back without sounding cold.

  • $0.03per minute
  • #1on Speech Agent Arena and EVA-Bench
  • 24/7answers every call, at any hour

Steps in when a symptom starts

A caller begins describing a knee. The agent picks its moment and asks them to save it for the nurse.

Your categories, your LLM

You pick the LLM. The tools it gets can read practice info, save a callback request and alert the care team queue.

Gentle with a no

Pick a voice from the library that suits your practice. Tone matters when the agent has to tell someone it can't read their result.

How an agent, live operators and voicemail treat patient details

Ask every vendor the same questions, including the awkward one about recordings. Operators take the row where a caller needs a person.

Cartesia agentLive operatorsOffice voicemail
Signed BAACartesia signs one with healthcare customersUsually offered, confirm in writingDepends on your phone vendor
What the message holdsName, number, one reason categoryOften free text, whatever the operator typedEverything the caller said
Symptoms described on the callCaller asked to keep them for the nurseDepends on the operator and the scriptSaved in full
How staff get notifiedReference only, opened in your systemOften a secure app, sometimes emailSomeone checks the mailbox
Is the call recordedYes, and the recording holds what was saidOften, so ask about retentionYes, until someone deletes it
Caller who needs a person nowTransfer to the nurse lineA person answers straight awayNo

See which calls ended with a callback your staff can use

Every call is recorded and transcribed. See which calls saved a callback with a name, a number and a reason category, and which let clinical detail in.

Launch an AI HIPAA answering service in three steps

Start building

  1. Clone the patient line

    Take this agent as your base, then add your hours, locations, reason categories and 911 script.

  2. Sign the BAA and connect your system

    Put a BAA in place, link athenahealth, Epic or eClinicalWorks through tools you configure, and forward your number.

  3. Try to overshare

    Call and describe a symptom in detail, then ask for a lab result. Check that the saved callback holds only a category before you go live.

Enterprise-grade security

  • HIPAA compliant badge

    HIPAA compliant

  • SOC 2 Type 2 badge

    SOC 2 Type 2

  • GDPR badge

    GDPR

HIPAA answering service FAQs

What is a HIPAA compliant answering service?

A HIPAA compliant answering service answers a practice's phones under a business associate agreement and keeps clinical detail out of messages. This one is a voice agent. It takes callbacks with a reason category, alerts the care team queue, and transfers callers who need a person to the nurse line.

What does a HIPAA compliant answering service do?

It answers patient calls for a practice and passes requests to staff while limiting what gets written down. This agent reads your hours and locations, saves a name, number and reason category, asks whether voicemail is safe, and alerts the care team queue with a reference only. It doesn't read results, and using it doesn't by itself make a practice compliant.

Is there a HIPAA compliant chiropractic answering service?

Yes. The chiropractic answering service holds first visits and rings your insurance coordinator, and Cartesia signs a BAA with healthcare customers. As on this page, your policies and other vendors stay with you, and the agent doesn't make a clinic compliant.

Can this run as a HIPAA compliant IVF clinic answering service?

Yes, within the same limits. You set the reason categories, so a fertility clinic's message can say results or billing and nothing more, and the voicemail question matters on a shared phone. The agent won't read or confirm results. Your clinic's own policies and other vendors remain your work.

How much does a HIPAA compliant answering service cost?

A HIPAA compliant answering service costs $0.03 per minute of call time for the agent, so a three-minute call is $0.09 in agent time. LLM usage is billed separately, and a Cartesia phone number adds $0.014 per minute, or nothing if you bring your own Twilio account or SIP trunk. The free plan includes $1 of agent calls a month, so you can test the agent before you pay. See pricing.

What does a HIPAA compliant answering service need?

A BAA with each party that handles patient information on the call. Cartesia is HIPAA compliant, SOC 2 Type II certified, and signs business associate agreements with healthcare customers.

What does a HIPAA answering service leave out of a message?

Symptoms, results and other clinical detail, which the agent replaces with a reason category. The call recording still holds what the caller says.

Does a HIPAA answering service connect to athenahealth, Epic or eClinicalWorks?

Yes. The agent saves callbacks in your system through tools you configure.

Can the agent transfer a caller to the nurse line?

Yes. A caller who reports chest pain or trouble breathing hears your 911 script and is transferred to the nurse line, and you control exactly when else the agent transfers.

How is a HIPAA answering service different from an AI receptionist?

A receptionist books and routes callers by day. This agent takes a minimal message for staff, and can run when the office is closed, as what to buy and what to build explains.

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