Policy Summary
Altivus inbound call center agents will not collect SSNs from patients or callers under any circumstance during phone interactions. This decision was made with the project team and is aligned with our commitment to protect sensitive patient information, especially given the remote nature of our workforce.
Reason for the Policy
Patient Privacy: SSNs are highly sensitive personal information. Avoiding collection during calls reduces the risk of privacy breaches.
Remote Workforce Considerations: With agents working in remote environments, limiting the handling of sensitive data enhances overall security.
IMPORTANT: SSNs will only be collected at the time of service, and only if required by the clinic.
What to Do if a Caller Offers Their SSN
If a patient or caller voluntarily offers their SSN:
Politely Decline – Explain that for privacy and security reasons, call center staff does not collect SSNs over the phone.
Redirect – Inform the caller that if the SSN is needed, it will be collected directly by in-clinic staff at the time of service.
Example Script:
“Thank you for providing that information. For your privacy, we do not collect Social Security Numbers over the phone. If your clinic requires your SSN, they will collect it from you directly at the time of your visit.”
Questions or Concerns
For questions regarding this policy, please reach out to your supervisor.
5/30/2025