Your patients are scared. Your agents handle it. Can you prove it?
HIPAA compliance isn't optional. Patient satisfaction drives reimbursement. And you're monitoring 2% of calls with a spreadsheet.
Compliance failures cost real money. Manual QA catches almost nothing.
"We can't prove we're monitoring for PHI mishandling."
Auditors ask how you ensure agents aren't sharing protected health information improperly. You show them a spreadsheet with 10 scored calls per agent per month. They ask about the other 490 calls. You don't have an answer.
Every call checked for PHI handling. Every one.
OttoQA scores every single call for proper identity verification, PHI disclosure protocols, and information security. When the auditor asks how you monitor, you show them 100% coverage. Not a sample.
"Patient satisfaction scores are dropping and we don't know why."
CAHPS scores drive reimbursement rates. Patients are confused, scared, and frustrated. Your agents might be technically correct but emotionally tone-deaf. You'd have to listen to thousands of calls to find the pattern.
See exactly where empathy breaks down.
OttoQA scores empathy as a real behavioral indicator. Not 'did they say sorry.' Did they acknowledge fear? Did they slow down for a confused elderly patient? Did they validate frustration before jumping to a solution? You see the pattern across every call.
"We need documentation for URAC/NCQA accreditation."
Accreditation bodies and state regulators want proof of systematic quality monitoring. Not a folder of spreadsheets you assembled the week before the audit. Proof that quality monitoring is built into your daily operation.
Audit-ready documentation from day one.
Every call scored. Every trend tracked. Every coaching action logged with the specific call it came from. When accreditation season arrives, you export the report. One click. The audit prep that used to take two weeks takes two minutes.
Every patient call. Scored. Documented. Defensible.
HIPAA compliance monitoring at scale
OttoQA is HIPAA compliant and checks every call for proper PHI handling, verification protocols, and disclosure requirements. All PII and PHI data is automatically masked and redacted before it ever reaches our system. Not 10 calls a month. Every call. When a violation happens, you know within minutes, not months.
Patient empathy that's measured, not assumed
Score whether agents acknowledge fear and confusion with genuine empathy. Track tone-matching with distressed callers. Identify agents who rush through sensitive conversations. Coach on specific moments from specific calls.
HIPAA compliant with automatic PII masking
OttoQA is built for healthcare from the ground up. All protected health information and personally identifiable information is automatically masked and redacted. Patient names, dates of birth, SSNs, account numbers, diagnoses. Masked before storage, masked in reports, masked in coaching. Your data never leaves compliance.
Accreditation and audit documentation
URAC, NCQA, state health department audits. All of them want systematic QA proof. OttoQA gives you a continuous record of quality monitoring that auditors actually respect. Not a last-minute spreadsheet scramble.
What OttoQA evaluates for healthcare
See OttoQA score a real call from your industry. 15 minutes.
Real product on real calls. We'll use your QA form if you have one. No pitch deck.
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