Bloomington Caregivers is implementing Health Cloud to reduce manual processes for its Contact Center agents.

Out-of-the-box caller authentication in Health Cloud is primarily supported through Identity Verification Flow Templates. These flow templates are designed to help organizations comply with HIPAA and other regulatory requirements by standardizing the caller verification process for contact center agents.

Step-by-Step Reference:

Health Cloud provides Identity Verification Flow Templates that streamline the authentication of callers, reducing manual processes and ensuring regulatory compliance.

Extract:

“Use the Health Cloud Identity Verification Flow Templates to verify a caller’s identity based on information you select, such as date of birth, phone number, or other criteria.”

(Source: Administer Health Cloud)

These templates can be deployed as standard flows and easily customized for the organization's authentication requirements.

Extract:

“Leverage out-of-the-box Identity Verification Flow Templates to quickly set up and deploy identity verification processes in your contact center.”

(Source: Administer Health Cloud - Identity Verification)

This approach is preferred over FlexCards, OmniScripts, or ad-hoc processes, as it provides a compliant and guided experience.