By Jonathan Bryant on Aug 27, 2020 6:05:17 AM
Senior living communities have weathered many storms, all the while maintaining the highest levels of care and service. Today, however, the ongoing COVID-19 pandemic poses new and often unimagined difficulties from ensuring safety for all current residents to keeping the doors open for new residents who need safe and secure care and housing.
As the pandemic continues, there is one way to keep lines of communication open and take the weight of busy staff — live chat that is compliant with the Health Insurance Portability and Accountability Act of 1996. Before deciding if live chat is right for you, take a look at some of the key benefits of HIPAA-compliant chat for senior living communities.
Committed to HIPAA Compliance:
First and foremost, live chat for senior living communities must be in compliance with all applicable HIPAA requirements. This includes training all affected staff, ensuring technology is in place to protect and ensure the security of personal health information and maintaining an ongoing commitment to HIPPA compliance 24/7, 365.
When choosing a live chat provider, all of these aspects matter equally and must be available from the first chat forward. A committed, HIPAA-compliant live chat provider will immediately be able to explain processes in place to manage and maintain compliance, from how and how often HIPAA training is provided to such technical mechanisms as audit controls and encryption. Take a deeper dive into the regulation in our blog, “Four HIPAA Compliant Live Chat Factors,” that spells it out in easy to understand language.
Since HIPAA is a U.S.-only regulation, having a U.S.-based live chat provider is essential. Our staff and chat hosts are highly educated and trained in their work and in the intricacies of HIPAA compliance. They know that as a live chat provider to senior living communities, their job is to deliver top-notch service with empathy and understanding while upholding all applicable HIPAA requirements in everything they do. This is a level of commitment that cannot be expected by outsourcing live chat overseas where HIPAA compliance is not required.
Moreover, according to the regulation, live chat providers working with PHI for clients covered under HIPAA are also “Business Associates,” and as such, must have in place a signed “Business Associate Contract” that expressly defines the live chat provider’s parameters as they pertain to PHI. Learn more about choosing the right live chat provider for a senior living community in our blog, “HIPAA Compliant Live Chat: What to Look for in a Provider.”
Live chat has the ability to increase new residency when provided correctly. In fact, live chat is considered one of the most important features a website can offer by 44% of online consumers, and 41% perceive companies that offer live chat services to be more trustworthy. HIPAA-compliant live chat, done well, sets the stage for building relationships with new prospects and their families, and can also help current residents and their families resolve problems or address concerns.
From a return-on-investment perspective, live chat can lead to a 40% increase in conversion rates with live chat users worth 4.5 times more to your company than website visitors that do not engage via live chat. Find out much more about live chat in “The Ultimate Guide to Live Chat for Senior Living.” It’s free and can be read online or downloaded for easy reference.
Hands-off, real-time service:
In this age of face masks and social distancing, being able to communicate with a dedicated, empathetic human in real-time without being in the same room, city, county, or even state or country, can literally be life-saving for our most vulnerable seniors. Live chat can be available 24 hours a day, year-round, with skilled and knowledgeable chat hosts standing by, ready to serve.
Since medical and familial situations can change overnight, being on call and always available to help makes live chat the ultimate extension of a senior living community. Life itself is a 24/7 adventure, and when a senior or their family need to reach out during their time of need, being there can make all the difference between a prospect and a conversion. Live chat has so much to offer, so find out more in our blog, “5 Ways Live Chat is Helping Senior Living Communities During the Pandemic” for growth now and into the future.
Is live chat right for your senior living community? We think it’s a good bet, but you don’t have to take our word for it. See real results and view real live chat transcripts in our free, “Senior Living Case Study” for a look at how it really works.