Customer service often gets a bad rap. Whether it's rude representatives or businesses that have difficult phone systems or poor website customer support, there are always critics. Last summer, Wired reporter Matt Honan made headlines after security issues with Amazon's customer service assisted a hacker in stealing his online identity.
The hacker was able to get more access to Honan's information after giving his name, address and email address to the Amazon representative. Chris Cardinal, a managing partner at Synapse Studios wrote in a blog post that the main issue is customer service reps trying to solve problems as quickly as possible, rather than striving for quality.
According to a year-long investigation by the Washington Post, the healthcare industry ranks far below other sectors in security practices and is highly vulnerable to hacking.
"I have never seen an industry with more gaping security holes," Avi Rubin, a computer scientist and technical director of the Information Security Institute at Johns Hopkins University told the Post. "If our financial industry regarded security the way the healthcare sector does, I would stuff my cash in a mattress under my bed."
Researchers explained that criminals could exploit gaps to steal patients' records for use in identity theft schemes and even launch disruptive attacks that could shut down critical hospital systems.
Medical facilities do want to experience the same security breach that occurred at Amazon. Customer service needs to not only assist consumers in a quick and professional manner, but also keep safety a top priority. Partnering with a medical answering service will be able to properly balance both aspects of customer care.
With a 24 7 answering service patients can rest assured that their healthcare data is secure and only accessible to doctors, patients and qualified representatives. Through phone, email or text messaging services, individuals will be given accurate information pertaining to their own personal health.