Health matters: Store and process healthcare data in a HIPAA-compliant manner using Intercom

Summary

Intercom announces that it has completed a HIPAA attestation examination covering how it stores and processes health-related data, including protected health information (PHI) and electronic protected health information (ePHI). The examination was performed by an independent Certified Public Accounting firm, which reviewed HIPAA policies, procedures, and controls against the HIPAA Security Rule and HITECH Breach Notification Rule requirements. Intercom says the result allows it to enter Business Associate Agreements with applicable healthcare customers and make the attestation report available for review. Reported customer metrics include a 90% median CSAT score, 36% automatic resolution of common healthcare questions, and more than 500k healthcare conversations powered daily. Intercom also says it will perform the examination annually, alongside its stated ISO:27001 certification, SOC 2 Type 2 compliance, GDPR and CCPA compliance.

Takeaways

1. 1

   Applicable healthcare customers can enter into Business Associate Agreements with Intercom and request access to the HIPAA attestation report through Sales or an account manager.

2. 2

   Intercom reports a 90% median CSAT score for healthcare organizations, automatic resolution of 36% of common healthcare questions, and more than 500k healthcare conversations powered daily.

3. 3

   The HIPAA attestation report is part of a security program that also includes ISO:27001 certification, SOC 2 Type 2 compliance, GDPR, and CCPA compliance.