Clear Path step · Business · Your industry's rules and risks
Give the front desk a verification script
Why it matters: Criminals call practices posing as patients, insurers, pharmacies, vendors or the IT help desk, now sometimes with cloned voices. A script protects staff from having to judge a voice.
On your path if you picked “Healthcare” for “What's your industry?”.
Do it
- Write a short script for records requests, password resets, payment changes and prescription requests.
- Require a callback to the number on file for anything sensitive.
- Tell staff the real IT provider never asks for their password or a code.
- Practice it once with a pretend call.
Check it worked: Front desk and billing staff follow a written script to verify callers asking for records, password resets, payment changes or prescriptions, with a callback to a number on file.
Simply put
It's like a bank that calls you back on the number it has on file, however sure it is that it's you. A script with a callback means staff never have to judge whether a voice is real.
In detail
HHS has warned that callers posing as staff have talked health-sector IT help desks into enrolling a new MFA device, then diverted payments; the script should cover staff calling IT, not only outsiders calling the desk.
Points toward the Long View: a front desk that holds steady however real a cloned voice sounds.