Health and Wellness

Put Patients at the Heart of Your Organization

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Support patients at every step of their health and wellness journey with a platform that unifies all patient information into a single view for providers and care teams to ensure continuity of care. With the highest standards in HIPAA compliance, Kustomer keeps patient data safe and secure so you can concentrate on providing exceptional patient experiences.

Focus on quality of care

With medical professionals now taking a holistic approach to patient care, so should the organizations that they partner with. Kustomer ingests, centralizes and then organizes patient data from appointment history, medical devices and more into a single timeline view so your care team can deliver more personalized care, faster. Kustomer also uses artificial intelligence to automate manual tasks, prioritize and route patient inquiries, and assist the care team in drafting responses. As a result, agents are more productive, patients automatically speak to the most appropriate specialist, and your team stays focused on handling the most urgent issues.

Be proactive to be preventative

Kustomer allows you to deliver proactive outreach across any and all channels so you can connect with patients on health matters before they become health issues. Automate helpful reminders to prevent patients from missing their appointments or subscription renewals with proactive messages that can be programmatically triggered by data objects in Kustomer’s CRM.

Securely support patients on their terms

Patients want to communicate with healthcare organizations on their terms -— when it’s most convenient and through a channel where they feel comfortable. As a truly omnichannel HIPAA-compliant platform, Kustomer allows you to securely deliver top-notch healthcare experiences across channels and provides the context to progress conversations forward in real time, even when transitioning to a different channel.

 

On Call, All the Time

Patients want to communicate with healthcare organizations on their terms -— when it’s most convenient and through a channel where they feel comfortable. As a truly omnichannel platform, Kustomer helps you deliver consistent experiences across channels and provides the context to progress conversations forward in real time, even when transitioning to a different channel. Plus, with proactive outreach, you can get ahead of patient issues before they happen.

Choose a platform that protects patient data

Kustomer focuses on the safety and security of patient data so you can focus on patient care. With role-based permissioning, data encryption, and x, Kustomer is designed to meet the security, compliance and privacy requirements of any healthcare organization. Learn more about Kustomer security.

HIPAA Compliant Features

Kustomer Business Associate Agreement (BAA)

As a business associate, Kustomer meets HIPAA requirements through internal audits. Clients must review and accept our BAA, which certifies that Kustomer is in compliance and will:

  • Provide covered entities and their business associates appropriate security configuration options to ensure the confidentiality, integrity, and availability of ePHI
  • Protect ePHI against reasonably anticipated threats, hazards, and impermissible disclosures
  • Use ePHI only to help covered entities conduct their healthcare functions

Learn about BAA

Audit logs

Kustomer tracks changes to data in the platform made by users and system automations. The logs store previous attribute data, so if something is mistakenly updated, you can see the previous data entry and reenter it. The audit logs also track user sign-ins to help identify suspicious activity.

Learn about audit logs

Data encryption

All data stored within our database including customers, conversations, messages, kobjects (custom object data), search data, attachment data and internal notes is encrypted at rest using AES-256.

All internal and external data services communication is encrypted in transit using AES-256.

Learn about data encryption

Privacy

Kustomer is not a holder of the Designated Record Set, nor does it store, transmit, or otherwise process electronic personal health information (ePHI) as part of normal business operations. Still, Kustomer ensures secure agent authentication, restricted API access, and idle timeout to protect the privacy of data in its platform. We have contracts in place with our clients and partners to ensure health data is used and disclosed properly and safeguarded it appropriately. We must provide notice to the covered entity no later than 60 days from the discovery of the breach, including the identification of each individual affected by the breach.

Learn about privacy

Related Resources

What Consumers Expect From the Patient Experience

4 Ways to Operationalize Omnichannel Support

Guide to Delivering True Omnichannel Support

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