HIPAA and security
Practices trust us with protected health information every day. Our security program protects it through administrative, technical and physical safeguards, and every coordinator who touches your system is HIPAA certified.
Written policies and employee training.
MFA, unique logins and least privilege.
Encrypted data, cloud tools and monitoring.
Incident response and continuity procedures.
How we protect information
A summary of the controls behind our service. If your practice runs a vendor security assessment, this is the ground it covers, and we are happy to complete yours.
NR Medical follows HIPAA requirements and maintains written policies and procedures to protect sensitive information. These cover acceptable use, privacy and security, employee responsibilities, sanctions for non-compliance, access control, data handling and incident response. Employees review and sign applicable policies during onboarding, and security expectations are reinforced through training and management oversight.
We conduct employee screening, including criminal, employment and reference checks. Team members are trained on privacy, HIPAA, security awareness, password protection and safeguarding patient information. Training is delivered to every new hire and repeated annually.
Access to client systems and sensitive information is restricted by job responsibility. We follow the principle of least privilege, so team members are given access only to the systems and information their assigned duties require.
Production work is performed through secure virtual desktop infrastructure and controlled access systems, protected by multi-factor authentication, conditional access rules, endpoint protection and monitoring tools. Employees are not permitted to store sensitive client or patient information on removable media, personal storage devices or unauthorized systems.
We use encryption to help protect sensitive information both in transit and at rest. This includes encrypted cloud storage, secure data transmission, encrypted email communications where applicable, and controlled access to systems holding sensitive information.
Endpoint security protections help prevent malware, unauthorized access and other cyber threats. Devices used to reach company systems are protected with tools such as endpoint detection and response, content filtering and security monitoring. Our IT and security partners assist with monitoring, vulnerability management, patching and security risk reviews.
We work with external IT and security partners to support our information security program. Risk assessments and vulnerability scans are performed and security controls are reviewed regularly. NR Medical maintains agreements with vendors and subcontractors who may handle sensitive information, including Business Associate Agreements where required under HIPAA.
We maintain a documented incident response process for identifying, responding to, mitigating and documenting suspected or confirmed security incidents. Employees are trained to report potential issues promptly. If an incident occurs, we work with our IT and security partners to investigate, contain the issue, take corrective action and document the outcome.
We maintain business continuity and disaster recovery procedures to help keep operations running through a disruption. Key business functions, such as cloud infrastructure and phone systems, are prioritized for recovery, and cloud-based infrastructure and backup procedures help maintain service availability while protecting sensitive information.
Questions and answers
The ones that come up in nearly every evaluation.
We follow HIPAA requirements and maintain written policies and procedures covering privacy, security, access control, data handling and incident response. Every employee holds a HIPAA certification and signs applicable policies during onboarding, with training repeated annually.
Yes. We execute a BAA before work begins, and we maintain agreements with our own vendors and subcontractors who may handle sensitive information, including BAAs where HIPAA requires them.
Production work runs through secure virtual desktop infrastructure rather than personal machines, protected by multi-factor authentication, conditional access rules, endpoint protection and monitoring. Employees may not store client or patient information on removable media, personal storage or unauthorized systems, and access is limited to what each role requires.
Only the coordinators assigned to your account, and only at the level their duties require. Access is role based and reviewed regularly, and it is removed the same day an employee leaves the company or changes roles.
Yes. Screening includes criminal, employment and reference checks, followed by training on privacy, HIPAA, security awareness, password protection and safeguarding patient information.
We follow a documented incident response process. Employees are trained to report potential issues promptly, and we work with our IT and security partners to investigate, contain, correct and document the outcome.
Our security program is built around access controls, employee training, HIPAA-focused policies, encryption, secure remote access, endpoint protection, vendor oversight and incident response. Send us your assessment and we will complete it.
This page is a general overview of NR Medical's security program. It does not replace contractual obligations, Business Associate Agreements or client-specific security requirements. See also integrations and EHR experience.
The Solution
No coverage gaps, no missed calls, no lost patients. Live Patient Care Coordinators and AI Receptionists, built to run your front desk exactly like your best hire - every single day.
Book A CallThe Solution
One connected service built around the moments your practice is most exposed - the ring nobody answers, the follow-up that slips, the patient who calls someone else instead.
Every inbound, overflow, and scheduling call answered by a live, HIPAA-certified coordinator - during office hours or after them.
Coverage around the clock, so the patient calling at 9pm gets a person, not a voicemail.
Instant AI answers for routine requests, with a live coordinator ready the moment a call needs a human touch.
New patients and scheduling calls booked live, straight into your EHR, EMR, or practice management system.
Recalls, reminders, no-show follow-up, and lead nurturing - placed on your behalf, every time.
0
Missed calls when we're covering your front desk.
How It Works
We do the heavy lifting. Our trained, HIPAA-certified agents handle your inbound and outbound calls, from answering and scheduling to recalls and follow-ups, all within your preferred workflow.
Choose the plan that fits your practice.
Right NowWe walk through your scripts, procedures, and systems together so everything feels seamless from day one.
Same DayYou forward your calls and we get to work answering, scheduling, and completing outbound campaigns. AI agents go live in 48 hours; live agents take 7 business days.
*Need to go live sooner? Just ask us and we will make every effort to accommodate you.
Within 48 Hours
The Result
Every call answered, every question handled with care.
That's the outcome of getting the details right.
“NR Medical, Your team has been amazing in supporting our clinics this week. Please extend our sincere gratitude to them!”
The Result
Real feedback from the clinics and practices that rely on us to get the details right, call after call.
“We are short staffed at our office today with some unexpected events, your help is lifesaving, thank you again.”
“I would say we get a 10X return on our investment in NR Medical in gross sales....That adds up to about $12,000 of additional monthly revenue.”
99.96%
Calls Handled Correctly the First Time
Why Practices Choose Us
No one does it like us. We live and breathe all things front desk - down to how every note is written, how every call is logged, and how every patient is treated. It's the reason 700+ practices have trusted us for 16+ years, and it's what makes us more than an answering service: we become an extension of your team.
Our ApproachMore than an answering service.
A true extension of your team.
Every Patient Care Coordinator is HIPAA certified, completes monthly training, and renews their certification annually.
Every Patient Care Coordinator is trained on your practice’s scheduling workflows, call handling, and documentation standards, with ongoing quality checks built from 16+ years of experience.
Your patients' sensitive information is handled with the highest level of security - we treat your practice's data as our own.
Get a complete overview of your account - hourly call logs, outbound scheduling results, and a full breakdown of appointments booked.
FAQ
A few things practices ask us.
We’ll find the right fit for your practice.
Fill out the form and one of our team members will reach out right away to assist you.
