Insights
What a missed call really costs.
Missed-call economics, the compliance rules behind answering client calls, and industry-by-industry triage.
Compliance
The Funeral Rule Applies to the First Phone Call
Some funeral homes train staff to move price questions to an in-person arrangement conference. The FTC's Funeral Rule requires price answers over the phone — and whoever answers your line needs to know that.
Compliance
42 CFR Part 2: The Confidentiality Rule Behind a Behavioral Health Phone Line
HIPAA isn't the only federal rule that governs what a third party can do with a patient's call. If your practice treats substance use disorders, Part 2 is stricter — and the 2024 final rule changed how it works.
Compliance
When a Third Party Answers Your Patient Calls, HIPAA Has Already Started
An answering service that hears a patient's name tied to the fact that they're a patient is handling PHI. That makes it a business associate — and there are specific requirements before the first call routes.
Compliance
The Hospice 24/7 Availability Requirement, and What an Answering Line Has to Actually Do
Medicare's Conditions of Participation require hospice services to be available around the clock. A line that only takes messages doesn't meet the standard a surveyor is checking against — here's what does.