All of the Agents at ICG participate in HIPAA and Client Privacy training. This training covers all aspects of the privacy rules that are spelled out in the HIPAA regulations. All employees and guests are required to sign a confidentiality agreement.

All telephone calls are recorded via digital technology and these recordings are backed up in multiple layers, the recordings are kept in a fire proof safe and are taken off site in case a disaster strikes. These digitally recorded conversations are available for immediate or later recall. WAV files can be sent to our clients after research and appropriate validation is performed following proper privacy and security guidelines. ICG follows State and Federal laws regarding recording of telephone calls thru our company switch.

We have a comprehensive business continuity policy in place which dictates how our business will operate in responding to an emergency in the event of disaster. The policy also covers business continuity should a disaster compromise our business management team.

We are proud to say that we have implemented procedures that protect our clients and our business community.

HIPAA explained in simple terms as it relates to providing Call Center Services:

In the course of providing call center services for medically related businesses ICG will in the performance of its services receive and deliver information about individuals that are covered in the Standards for Privacy of Individually Identifiable Health Information. Referred to commonly as “PHI”; the “security regulation” under the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”). Our Call Center facility and record keeping has been designed to protect the information under best business practices as outlined in the Standards for Security of Individually Identifiable Health Information.

HIPAA Business Associates Agreement