Is the Call Center Putting Your Healthcare Organization at Risk?

Healthcare Call Center Blog

The Antidote to Costly Security Risks and Unhappy Customers is Enterprise-Grade Digital Identity

For five years running, the ForgeRock Identity Breach Report has uncovered the fact that cybercriminals target healthcare more than any other industry. Attackers aim for the path of least resistance, and, According to Accenture,1 the call center has become that path due to legacy and siloed authentication processes and technology. The security risks associated with healthcare call center, front desk, and help desk authentication include weak passwords and credentials, insider threats, social engineering, unauthorized access, and account takeover (ATO).

The customer experience authenticating with traditional healthcare call centers, front desks, and help desks is similarly poor. Customers often have to repeat their weak credentials at multiple points within their journey – a frustrating experience that diminishes customer confidence and satisfaction.

Overhauling call center authentication security and experiences may seem daunting, but with the right digital identity solution, healthcare leaders can realize significant cost savings and profit gains.

For example, a recently commissioned study, Forrester® Total Economic Impact (TEI) of ForgeRock CIAM, shows that over three years, healthcare enterprises could achieve:

  • 40% reduction in security-related calls to the call center
  • $4.7M reduction in costs associated with fraud
  • 400% increase in customer engagement
  • 133% increase in customer conversions

ForgeRock offers enterprise-grade digital identity security solutions that not only protect healthcare customers and enterprises from breaches, fraud, and ransomware, they also enable great call center, front desk, and help desk experiences. These include:

CIBA and Secure Impersonation

Rather than having callers answer weak authentication questions, client-initiated backchannel authentication (CIBA) enables front-desk, call-center, and help-desk representatives to authenticate callers with methods such as sending a prompt via a mobile app or text. CIBA also enables secure impersonation, which, upon an authentication prompt, allows consumers to hand over temporary control over their account to another party, such as a call-center agent, for a set period of time. Both of these security methods make it much harder for fraudsters to achieve their mission.

Passwordless and Multi-Factor Authentication (MFA)

Passwordless authentication eliminates the need for a password during authentication using a variety of alternatives, such as passkeys, biometrics, or by gathering contextual authenticators such as device, IP address, geo-location, and so on.

Multi-factor authentication (MFA) validates a user's identity through multiple authentication mechanisms in addition to standard login credentials. These may include a push notification or biometrics like facial recognition or Touch ID.

No-Code Identity Orchestration With Continuous, Contextual Authentication

To predict whether fraud is likely requires context. ForgeRock offers a no-code identity orchestration engine that enables administrators to design authentication journeys for all users that detect anomalies both before and after authentication. Anomaly detection goes on behind the scenes and is invisible to legitimate users; their experience isn't impacted. Suspicious actors, on the other hand, are required to provide added proof of their identity.

Autonomous Access

Powered by artificial intelligence (AI), ForgeRock Autonomous Access is a threat protection solution that helps healthcare security leaders prevent account takeover (ATO) and fraud at all points of authentication. It uses AI to analyze threat signals and anomalous behavior patterns, and provides risk scores to help stop bad actors in real time. AI-informed risk scores can be incorporated into the design of call-center and help-desk journeys, allowing healthcare security leaders to remove unwanted friction and improve the experience of legitimate users.

Autonomous Identity

Internal actors are the second-highest cause for healthcare breaches.2 ForgeRock Autonomous Identity leverages AI to disrupt the traditional, static identity governance models used to grant workforce access by looking at an organization's entire entitlement landscape. It then provides insights to make informed provisioning and governance decisions, and identifies high-risk areas that may require more governance. This helps healthcare security leaders significantly reduce the number of users that have access to things they shouldn't.

ForgeRock's enterprise-grade digital identity capabilities, listed above, can address risks and vulnerabilities to significantly improve healthcare call center, front desk, and help desk security while enhancing end-user experiences.

How else can you improve your healthcare customer experiences and security while reducing costs? Learn more on this topic by reading: Best Practices for Healthcare Call Center Identity Security.