Intermedia for Healthcare

Intermedia’s services are designed to meet HIPAA’s privacy and security requirements. They undergo third-party audits to validate compliance and are willing to sign a Business Associate Agreement (BAA) with covered entities. Their solutions incorporate encryption, secure data handling, and access controls to protect Protected Health Information (PHI).

A HIPAA-compliant phone service ensures the confidentiality and security of PHI during voice communications. Intermedia’s VoIP solutions employ encryption for data in transit and at rest, access controls, and secure storage, aligning with HIPAA standards to protect patient information like date of birth, socials, and more.

Intermedia employs multiple security measures, including TLS encryption for data in transit, AES 256-bit encryption for data at rest, and secure data centers. Intermedia also offer features like email encryption, secure file sharing, and regular security audits to safeguard patient data.

Yes, Intermedia offers integrations with leading EHR systems such as Epic, Cerner, MEDITECH, NextGen, eClinicalWorks, and Athenahealth. These integrations streamline workflows by providing real-time access to patient information during communications, proactively remind patients of upcoming appointments, prescription refills, and outstanding bills, and provides self-service tools to reschedule those appointments, refill prescriptions, and pay healthcare bills.

In healthcare, contact center software acts as a primary method to improve patient engagement, including appointment scheduling, and general inquiries. Intermedia Intelligent Contact Center enhances these interactions by providing efficient call routing, real-time data access, call recording, AI-powered insights, and improved communication channels.

Intermedia’s Contact Center integrates with EHR systems to provide staff like those tasked with scheduling and billing with immediate, easy access to patient information, to expedite patient verification and to make every patient interaction as effective as possible. Traditional EHRs are designed for clinical documentation and care management, not for patient communication workflows. When front-desk or other staff need to verify identity, reschedule appointments, or collect payment, they often have to click through several modules to gather the full picture which slows down the communication process and makes the interaction feel fragmented to the patient. By integrating with electronic health record (EHR) systems, Intermedia Contact Center can pull in key patient details and present them through a customized, easy-to-use dashboard tailored to roles like scheduling, billing, and patient support.

Intermedia makes it easy for scheduling staff, billing teams, patient care coordinators, and even clinicians to operate effectively from remote or hybrid environments.

Examples of how Intermedia’s Unite and Contact Center support remote healthcare teams:

• Remote phone and messaging access: With Intermedia Unite, staff can take calls, check voicemail, and send business messages from their mobile devices or laptops using a single business identity — no personal phone number sharing required.
• Cloud-based patient communication tools: Patient-facing staff working from home have access to the same call routing, patient screen pops, and real-time supervision tools as they would in the office. Supervisors can monitor performance and offer live coaching through the AI Supervisor Assistant, regardless of where their team is located.
• Integrated communication history: Whether an interaction happens via call, SMS text messaging, or chat, it’s recorded and accessible to the next person who helps that patient — ensuring continuity across remote and in-office teams.
• Video consultations and virtual check-ins: Integrated video conferencing meetings allow staff to conduct secure virtual telehealth appointments or pre-visit consults without switching platforms or compromising patient experience or security.

With more healthcare organizations embracing hybrid work models — especially for administrative, scheduling, and billing functions — having a communication platform that works securely and consistently from anywhere is essential. Intermedia provides the flexibility and safeguards healthcare organizations need to maintain service levels and compliance, no matter where their staff are located.

Intermedia helps healthcare organizations cut costs by consolidating communication tools, improving staff efficiency, and reducing reliance on expensive legacy systems or third-party platforms. From front-desk to back-office operations, Intermedia’s integrated solutions simplify how teams work and interact with patients — leading to lower overhead and more productive use of resources.

• Unified platform for voice, messaging, and video: With Intermedia Unite, healthcare organizations and medical practices can replace multiple communication vendors with a single, cloud-based system. This reduces licensing costs, streamlines IT management, and simplifies training — especially valuable for small to midsized practices with lean teams.
• Cloud Contact Center with role-specific tools: Instead of relying on generic phone systems or costly third-party patient engagement tools, Intermedia Contact Center offers built-in features tailored to healthcare operations — like intelligent call routing, patient screen pops, queue callbacks, and supervisor dashboards. These tools reduce call wait times, minimize missed appointments, and lower labor costs by allowing teams to handle more with less.
• AI-powered assistance and automation: Features like AI Agent Assistant help reduce average handle time, guide staff through common workflows, and improve first-call resolution. This translates to fewer transfers, shorter calls, and faster onboarding of new team members — all of which save time and money.
• Secure archiving to reduce compliance and legal costs: Intermedia’s archiving captures and stores communications across email, voice, chat, and SMS in a tamper-evident, searchable format — all while supporting HIPAA compliance. This helps reduce the cost and complexity of responding to audits, internal reviews, or legal discovery, and eliminates the need for separate archiving vendors.
• Remote and hybrid work support: By enabling staff to work securely from home or across multiple locations, Intermedia eliminates the need for physical office expansions or duplicated infrastructure. Administrative, billing, and support teams can function fully remotely with access to all communication tools and patient context they need.
• Reduced downtime and fewer support calls: Intermedia’s 99.999% uptime SLA and support model ensure healthcare providers experience fewer service interruptions, meaning fewer productivity losses and less reliance on costly emergency IT fixes.

By improving how healthcare teams communicate internally and with patients — while reducing complexity, vendor sprawl, and administrative overhead — Intermedia’s solutions support better outcomes at a lower cost.