Is There HIPAA-Ready Calling for Salesforce Health Cloud?
Yes. 360 CTI supports HIPAA-ready calling for Salesforce Health Cloud when a Business Associate Agreement (BAA) is in place. Patient records open before staff answer, recordings are encrypted and stored in Salesforce, and access follows Salesforce permissions. If you use AI transcription, confirm a BAA with that AI provider too.
How it works in Salesforce
What healthcare teams usually check before calling patients from Salesforce:
- BAA: a Business Associate Agreement with the calling provider, and with any AI provider that processes call audio.
- Where data lives: call logs and recordings stored in Salesforce, not a separate recording system.
- Access: role-based visibility and field-level rules through Salesforce permissions.
- Encryption: encrypted recordings and secure routing.
- Privacy on calls: number masking so patient numbers aren't exposed.
- Audit: call history and audit trails searchable from Health Cloud.
Example
A patient calls about an appointment. The IVR routes the call to scheduling, the Health Cloud record opens before staff say hello, and the encrypted recording and notes are saved to the patient's record.
How 360 CTI handles it
360 CTI offers HIPAA-ready calling inside Health Cloud with encrypted recordings, masking and routing by department or care team. 360 Degree Cloud is ISO/IEC 27001 certified. See Salesforce CTI for Healthcare.
Related questions
Follow-up questions
Is 360 CTI HIPAA compliant?
360 CTI supports HIPAA-ready calling when a BAA is in place. Ask us about BAA coverage.
Are call recordings stored in Salesforce?
Yes. Call logs and recordings are stored in Salesforce, with access controlled by permissions.
Can calls be routed by department or care team?
Yes. Calls can route by department, care team, urgency or staff availability.
See how 360 CTI handles this in your Salesforce org.