Healthcare Communication Solutions

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.

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.

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.

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 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.

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.

Yes. Intermedia’s AI Receptionist (Beta) can handle patient FAQs and route callers to the appropriate department or care team — 24/7. The Contact Center platform supports automated appointment reminders via SMS, voice, and email, multi-channel inbound handling, and queue management for patient-facing teams. All interactions are captured and archived in the HIPAA-compliant record.

Yes. Intermedia Unite supports voice calls, SMS, team chat, video conferencing, and secure file sharing through a single application. Contact Center adds email, WhatsApp, and web chat routing. Clinical and administrative staff can communicate through any channel from a desktop or mobile app without switching between separate platforms.

Intermedia’s platform is designed so that all communications are encrypted and access-controlled. Role-based permissions control which staff members can access call recordings, voicemails, and archived communications that may contain PHI. Intermedia Contact Center’s AI Transcription Redaction allows PHI, PII, and PCI to be redacted from post-call transcripts.