Whenever your staff answers the phone, someone else may be experiencing a crisis. Given the high-intensity nature of your practice, training your staff to be helpful and compassionate is essential. But beyond providing compassionate care, understanding how patients find your practice is key to ensuring your marketing efforts reach those in need. Call tracking can help you pinpoint which campaigns are driving calls so you can focus your resources on what works best. As a healthcare provider in one of the most sensitive areas of medical practice, you may wonder if using call tracking for your practice aligns with HIPAA regulations and other compliance standards.
The short answer is yes. Let’s look at how CallRail protects patient privacy while empowering your marketing.
Can call tracking be compliant with HIPAA?
From the moment your patient picks up the phone, they may be sharing their protected health information (PHI). That includes but isn’t limited to:
- Their name
- Address
- Phone number
- Social Security number
- Medical record numbers
- Health plan identification numbers
- Birthdates, admission dates, discharge dates, etc.
How does call tracking comply with HIPAA?
It's your job to keep PHI safe, but how can you do that if you use call tracking? The U.S. Department of Health and Human Services (HHS) provides a safe harbor for those providers working with businesses that will sign a Business Associate Agreement (BAA). This agreement ensures that the third party will safeguard their patients' PHI in the same manner as the practice itself would.
Unlike many other software vendors, CallRail’s Healthcare plans all start with a BAA and continue with a comprehensive suite of privacy measures, including:
- Automatic encryption of every call record, web visitor session, and call routing data. This ensures data is safe even if stolen. It can always be decrypted when data is needed.
- Auto-redacted transcripts ensure safety within the office. All transcripts will redact names and important dates while still revealing the essential data needed for diagnosis and marketing.
- Secure credentials for each user. Every user will have unique login credentials automatically logged out after 30 minutes of inactivity. No more forgetting to log out and leaving up sensitive PHI.
- Private networks separate all calls from the public internet. Hardware firewalls keep patient data where it belongs–secure in your practice.
- Encrypted webhooks: This secure channel sends customer data to third party systems by encrypting transmission via HTTPS.
Does call tracking comply with other government regulations?
HIPAA and HITECH aren’t the only regulations CallRail keeps in mind. We adhere to the strictest government regulations for data security, including:
- GDPR to manage the usage and storage of personal information
- CCPA to protect personal data specifically for California residents
- SOC 2 to ensure quality security processes
- PCI to protect patient’s financial data
Is CallRail accurate and reliable?
Reliability and accuracy are essential in healthcare, especially for initial communications. As the first contact with patients in crisis, it’s important to have an accurate record of each call.
Fortunately, CallRail has a reliable track record. Its Call Tracking is quick and easy to install and delivers accurate data analysis through our at-a-glance dashboard that brings all your most important data to one place. From there, you can dive into detailed reports on trending keywords, attribution by source, and number of first-time callers.
Is call tracking and attribution cost-effective?
With most healthcare marketing budgets increasing in 2025, knowing which channels are your top performers is essential. Rather than spending hours pouring over data, call tracking can show your top-performing channels in an instant. Now that you have a clear picture, you can make wiser decisions about your marketing spend.
How can call tracking improve patient interactions?
In treatment centers, every patient interaction must be conducted with empathy and efficiency. Call routing can help direct patients to the right person the first time. Using customized call queues, your practice can funnel patients to available staff, reducing the number of missed calls.
Some missed calls are inevitable – but healthcare providers miss more calls than any other industry, according to our data. In fact, the healthcare industry misses 32% of all incoming calls. While this may not be much of an issue for patients calling to schedule a checkup, for treatment center patients, it could be a matter of life or death in a crisis.
Automated responses can help. Your practice can send an automated text message immediately after a missed call. This way, you acknowledge the patient’s call and communicate to them that they are a priority and someone will call back very soon. For someone in a vulnerable moment, this small contact can be profoundly reassuring.
Can call tracking integrate with existing systems?
With so many tech solutions on the market, it’s easy to build a teetering tech stack that costs more time than it delivers value. CallRail’s REST API is ready-made for integrations that create a sleek and efficient tech stack customized to your needs, all while prioritizing patient privacy. For example, by using our FreshPaint integration, you can leverage many tech solutions that would otherwise be off-limits to healthcare providers due to privacy concerns.
CallRail and FreshPaint are natural partners–we both sign BAAs and focus on HIPAA compliance. FreshPaint acts like a scrubber for all PHI–it removes all patient identifiers while preserving the patient journey. It also stitches together multiple patient website sessions, creating a clearer picture of how your patient found you. Once FreshPaint has scrubbed the data sent by CallRail, it can used in non-HIPAA supportive technologies, including ad platforms that may not sign a BAA.
Can treatment centers use existing marketing integrations?
Once your data is clean, we have several integrations that can help quantify leads, and identify top-performing channels, including:
- Salesforce to see call and text activity, lead attribution, and customer information.
- Google Ads to track calls as conversions and connect PPC campaign clicks to phone calls.
- Google Analytics to send call, text, and form data as unique events every time someone gets in touch.
These integrations help you better understand and reach the people who need your services most. By identifying the channels driving the strongest connections, you can improve your marketing efforts and build lasting relationships with patients who rely on your care.
Maximize your marketing budget with call tracking for your treatment center
Every interaction you have with your patients is critical to building trust and delivering care. That’s why partnering with a call tracking solution that prioritizes privacy and HIPAA compliance isn’t just a preference—it’s a necessity. Our Call Tracking empowers you to harness valuable data while ensuring your patients' privacy and your compliance with HIPAA.
