Identity Verification

Verify the identity of a caller before you share any sensitive information with them. Healthcare organizations across the world are required to comply with regulations such as HIPAA that govern protected health information. Failure to comply with these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.

The details a person must provide to prove their identity depend upon the business. For example, the call center agent can ask the person to confirm their social security number, birth date, insurance details, or driver’s license number.

The person contacting the call center could be a patient, a parent or guardian if the patient is a minor, the authorized representative of a patient, or a provider. No matter who the caller is, if they want sensitive information, an agent must verify the caller’s identity first. If the inquiry concerns information in the public domain (for example, the location of a hospital), then verification isn’t required.

To use Identity Verification, customize the verification process to meet your specific organizational and legal requirements. Learn more about the verification flow templates so that you can configure the verification screen components according to your requirements.

Note To make Identity Verification available to Health Cloud users, assign the Industries Service Excellence permission set license.

Identity Verification is built on these objects:

1. Identity Verification Process Definition: Represents the definition of the identity verification process.
2. Identity Verification Process Detail: Used to configure the search function and sets the minimum number of additional verifying questions.
3. Identity Verification Process Field: Used to configure the questions or criteria for verifying the identity of a caller.

For detailed setup and configuration steps, see Identity Verification in the Common Features Guide.