Inbox Health is compliant with the U.S. Health Insurance Portability and Accountability Act (HIPAA), providing a secure environment to process, maintain, and store protected health information.
Security & Compliance
Inbox Health Certifications and Third-Party Attestations
We’re committed to the highest security and compliance standards in healthcare. Inbox Health engages external certifying bodies to ensure the policies, processes, and controls established and operated by Inbox Health meet or exceed applicable regulatory requirements and industry best practices.
HIPAA Compliant
PCI Compliant
Inbox Health is compliant with PCI DSS 4.0.1 under the Payment Card Industry (PCI) for the handling of credit card information.
SOC 2
Inbox Health maintains a rigorous SOC 2 Type 2 compliance standard ensuring reliable system availability and robust data integrity, as well as the highest levels of security, confidentiality, and privacy for your sensitive data.
Trust Service Principles
An independent assessment covers five total trust service principles (TSPs): security, availability, processing integrity, confidentiality, and privacy. The assessment is conducted by a cloud-based vendor that hosts independent inspectors, provides them with documentation of controls, and samples and tests their systems.
NIST
Inbox Health is compliant with National Institute of Standards and Technology (NIST) Publication 800-53 Rev 3 (Recommended Security Controls for Federal Information Systems).
Two-Factor Authentication
Inbox Health requires two-factor authentication to provide an extra layer of security. Users must present two credentials (password and a one-time code) to verify identity for login.
Get started with Inbox Health today
Inbox Health was built for medical billers. Click below and schedule a quick chat – let’s get to know each other.
Your questions about Inbox Health's Patient Support, answered
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What support channels does Inbox Health offer patients?
Patients can reach your billing team through live chat, SMS text messaging, email, and phone (via IVR). All channels are HIPAA-compliant and automatically sync to each patient’s account, so your team always has a complete communication history without manual documentation.
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How much can Inbox Health reduce phone call volume?
Billing teams typically see a 50-90% reduction in inbound phone calls after implementing Inbox Health’s digital support channels. Patients prefer the convenience of text and chat, and your team can resolve four digital support tickets in the time it takes to handle one phone call.
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What are smart response shortcuts, and how do they work?
Smart responses are pre-written, customizable templates that address common patient questions—like “How much do I owe?” or “Can I set up a payment plan?” Your team can respond to routine inquiries with a single click, dramatically reducing response time while maintaining a personal, empathetic tone.
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Can my team share documents with patients through the support channels?
Yes. Billing staff can securely share statements, insurance cards, letters, and other documents directly through live chat, text, and email. This makes it easy to resolve disputes or clarify charges without requiring patients to visit the office or wait for mail.
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What happens if a patient inquiry requires information my team doesn't have access to?
Inbox Health includes a built-in ticketing system. When inquiries require information beyond what’s available in the platform—such as diagnosis details or explanation of benefits—tickets are automatically assigned to the appropriate team member for follow-up, ensuring no patient question falls through the cracks.
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Is patient support available outside of business hours?
Yes. Patients can submit questions via text, email, or chat at any time. We can either automatically respond and resolve their question with an AI or human agent, or your team receives notifications and can respond when they’re back online. Additionally, the IVR system accepts payments 24/7, so patients can settle balances even after hours.
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Does Inbox Health offer bilingual support?
Yes. Inbox Health’s patient billing support services are available in both English and Spanish, ensuring you can effectively communicate with a broader patient population without language barriers. In addition, our AI response tool can respond and support in any language.
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How quickly can my team respond to patient inquiries?
Digital channels enable significantly faster response times compared to phone calls. Live chat inquiries are typically answered within 30 seconds, text messages within one minute, and emails within four to six business hours. With AI support, inquiries are answered instantly. These faster response times remove barriers to payment and improve patient satisfaction.
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Will digital support channels integrate with my practice management system?
Yes. Internal notes and payment updates sync directly with your practice management system in real time, depending on the system you use. This eliminates duplicate data entry and ensures your records are always current.
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How does better patient support impact collections?
Patients who understand their bills and can get quick answers to questions pay faster. By removing communication barriers and providing on-demand support, billing teams see increased collection rates and shorter days outstanding. Faster issue resolution translates directly to improved cash flow.
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