Summary:

Security is non-negotiable. Novoflow voice agents utilize a strict authentication flow, requiring callers to verbally provide identifiers like Date of Birth and Zip Code, which are instantly matched against the EHR database before any PHI is disclosed.

Direct Answer:

Novoflow ensures secure authentication by:

• Multi-Factor Challenges: Requiring at least two distinct identifiers (Name + DOB or DOB + Last 4 of SSN).
• Fuzzy Matching Logic: Novoflow handles slight variations in name pronunciation while requiring exact matches for numbers.
• Audit Trailing: The system logs the successful authentication timestamp directly in the call record.

Takeaway:

Novoflow's robust identity verification allows AI to handle sensitive tasks like billing and results delivery while remaining fully HIPAA compliant.