Understanding HIPAA Telephone Rules in 2025

Do you think a quick phone call about a patient is harmless? Think again. HIPAA has rules you must follow.

Phones will continue to play an important role in the communication of healthcare in 2025. They are used by workers to make appointments, to share test results, to manage billing, and care follow-ups. Although the available technology is advanced, voice calls are quite risky in terms of privacy, and they must maintain confidentiality.

That’s why following HIPAA telephone rules is so important. It keeps patient data safe, minimizes legal liability, and builds trust with patients.

This guide explains the reasons why such rules are vital in 2025 and how providers can be in compliance with them and communicate effectively.

What is HIPAA?

HIPAA stands for the Health Insurance Portability and Accountability Act. It is one of the U.S. laws securing medical records and other personal health information of people. HIPAA provides regulations that make it illegal to access and divulge the health information of a patient without the patient’s consent.

Two big HIPAA rules apply to phone calls:

Privacy Rule: The Privacy Rule sets standards to protect patient health information. It governs when, how, and with whom information can be shared, ensuring disclosures are only for authorized purposes like treatment, payment, or healthcare operations.

Security Rule: This is a regulation that guards electronic health data (ePHI) as well as securing digital phone conversations, including those undertaken using Voice Over Internet Protocol (VoIP) or telehealth.

HIPAA Telephone Rules in 2025

HIPAA’s phone rules are derived from the General Rules, the Privacy Rule, the Security Rule, and various state and federal phone laws. These rules depend on the reason for the call and the type of healthcare group making it.

Whether you are on a traditional landline or new technology such as VoIP or UCaaS, it’s mandatory to protect patient information during any phone calls.

Phones are now a key part of care. However, if not used properly, they can also pose privacy risks.

Here are three things healthcare workers and their business partners should know:

1. Keep Phone Calls Private

HIPAA requires that patient information remain private. That means:

• Don’t leave detailed messages on voicemail.
• Don’t discuss private information in public places.
• Speak about the patients in confidential safe rooms only.

Also, ensure that nobody is overhearing your call, such as an unwanted party. This is exceptionally so when one speaks about test results, diagnoses, or treatments.

2. Use Secure Phone Systems

More providers are now using digital phone systems, such as VoIP. These systems must meet HIPAA rules. That means they must have strong encryption to keep calls safe.

All services are used to place phone calls or telehealth calls, and these calls should safeguard the electronic patient information (ePHI) in the call.

As an example, assuming that a physician communicates with a patient via VoIP, this call should be secured and meet the requirements stipulated by HIPAA.

3. Be Careful with Third-Party Providers

A business associate is an individual who collaborates with a healthcare group and manages patient information, such as a billing service or an IT company.

These associates must also follow HIPAA rules. That includes protecting info shared by phone, email, or any other way.

Industry-Specific HIPAA Telephone Compliance Guidelines

HIPAA rules for phone calls aren’t one-size-fits-all. The healthcare settings vary, and so do the needs regarding safeguarding patient information on the phone. This is how it goes in different sectors in practice.

1. Hospitals and Large Health Systems

Hospitals are busy and chaotic, which increases the risk of mistakes. Employees should be oriented to:

• Confirm Identity: The identity of the person to whom you are sharing the health information must be confirmed first, that it is the patient, or someone that he or she has granted the right to. This is a typical and almost necessary request of giving a date of birth or other particular identifier.

• Refrain from making calls in public: Calls regarding the concerns of patients should be kept secret and not in an open environment, such as lobbies, corridors, and other areas where privacy is questionable.

• Secure Lines: Communications solutions such as secure, encrypted VoIP should be used where available, particularly in telehealth.

• Disclose Only the Minimum Required: Adhere to the principle of the least necessary. Give out only the required information to suit the purpose of the call.

2. Small Private Practices

In small offices, there must be straightforward procedures that should be adhered to by everybody. Transparency will reduce errors, and every single member of the staff will receive equal focus in the handling of information on patients.

• Safe Voicemails: Voicemails are okay, but you should keep them brief and general. The name of the practice, a callback request, and a contact number should contain just a message. Do not speak about medical details.

• Get Permission: Always check if a patient has given written permission before discussing their health information with a family member or another individual.

• Vet Your Vendors: If you use an outside answering service or call center, they are considered a “business associate.” You must have a signed Business Associate Agreement (BAA) with them, which legally requires them to protect your patients’ information.

3. Health Insurance Companies

Insurers and their call centers handle a massive amount of sensitive data over the phone. Strict adherence to the HIPAA practice is necessary to ensure the privacy of patients and avoid incurring expensive breaches.

• Strict Verification: Adopt a tough procedure to establish the identity of a member before communicating about claims, conditions, or cover.

• Secure Call Centers: Call centers (whether kept in-house or outsourced) should preferably employ secure technology and should allow low access to prevent unauthorized record access of patient data.

• Restricted Disclosures: The conferences should be restricted to those things that are allowed to be shared on payment, treatment, or healthcare operations as outlined by HIPAA.

4. Pharmacies

Pharmacies are usually in open areas of society, and therefore, privacy is a major issue. Employees will have to be even more careful not to allow other individuals to overhear confidential health-related data.

• Watch for Overhearing: Be mindful of other customers. Step into a more private area or lower your voice when discussing prescriptions or health matters over the phone.

• Verify Callers: Never give the information out blindly, especially when giving out refills or medication-related questions; ensure that you are talking to the right person.

5. Mental Health and Substance Use Disorder (SUD) Providers

Such a profile of healthcare even has more strict privacy regulations that are frequently dictated by 42 CFR Part 2, along with HIPAA. The personnel should be extra careful when handling calls to avoid sharing sensitive information of the patients, at the risk of leaking information to the wrong people.

• Consent is Key: In contrast to general healthcare, you will usually require a specific, written patient agreement to transfer any information, even to treat or receive payments.

• Extreme Care Basic: All employees should be taught to be highly sensitive to this information. Improper disclosure may be disastrous to the patient.

• Medical Emergencies: The only significant exception to any information disclosed without a patient’s consent is a real state of medical emergency with a patient who is not able to seek consent themselves.

6. Third-Party Medical Billing and Call Centers

As business associates, these companies are directly liable for HIPAA breaches. They play a critical role in maintaining compliance for any healthcare organization they support.

• BAAs are required: A signed Business Associate Agreement is non-negotiable. This contract outlines their responsibility to protect health information.

• Security is a Must: They must use secure phone systems, encrypt data, and ensure their employees are thoroughly trained on HIPAA compliance. They are just as responsible for protecting data as the healthcare provider is.

Where are the HIPAA security and privacy regulations applicable?

HIPAA’s Privacy and Security Rules apply to all types of communication that include PHI, like:

• Phone calls
• Emails
• Texts
• Video chats

Let’s break it down:

Privacy Rule and Phone Calls

The Privacy Rule establishes guidelines for sharing patient information over the phone. It says you must:

• Get patient permission before sharing their information
• Only share the minimum necessary information to meet the purpose of the call.

This rule helps limit what is shared, ensuring that private data is not spread more than necessary.

Security Rule and Phone Calls

If patient information is sent or stored electronically, the Security Rule applies. That includes info shared on phones or telehealth apps. Providers must ensure the following things, such as:

• Use secure systems
• Watch and check how calls are made.
• Make sure no one accesses calls without permission.

HIPAA telephone regulations for covered entities and business associates

HIPAA telephone rules for covered entities and business associates are based on the same rules that apply to the use and disclosure of Protected Health Information (PHI) under the HIPAA Privacy Rule.

• Payment
• Treatment
• Healthcare Operations

Suppose a business partner (e.g., a billing or IT company) is involved in the call or communication. In that case, a Business Associate Agreement (BAA) must be established before any exchange of Protected Health Information (PHI).

This agreement binds the business associate by law to follow HIPAA rules when handling PHI.

A minimum amount of information should be exchanged, although there are exceptions, particularly in situations such as data breaches, where more communication is permitted.

Here is a breakdown of key HIPAA telephone rules for covered entities and business associates:

Disclosures Authorization Over the Phone

HIPAA permits you to share a patient’s private health information (PHI) by phone for specific, limited purposes.

These include treatment, such as discussing a patient’s medical condition or care, payment, such as calling an insurance company or a billing service about a claim, and healthcare operations, including handling audits or other office activities.

Suppose a business partner, such as a billing company or a computer services firm, is involved in the telephone call, and protected health information (PHI) is being discussed. In that case, a signed contract must be in place before any information can be shared.

Exclusions for Data Violations

Some situations are permitted under the rules, which means that not all data sharing constitutes a HIPAA violation. It is illegal for a business associate to notify a covered company about a data breach. This helps in quick issue solving and safeguards patient data.

Violation is not counted if protected health information (PHI) is shared by mistake, but there is no risk of harm. In all cases, the minimum necessary rule still applies; only share what’s truly needed.

Using UCaaS or VoIP Services

Many healthcare organizations are now utilizing digital phone services, such as Unified Communications as a Service (UCaaS) and Voice over Internet Protocol (VoIP), to send and receive messages and make calls. These platforms must also comply with the Health Insurance Portability and Accountability Act (HIPAA).

Identity Verification and Minimum Requirements

Ensure you are speaking with the correct person before discussing any patient information over the phone. To confirm their identity, ask for basic information such as their date of birth or patient ID number.

Always follow the Minimum Necessary Rule, which means only share the information needed for each specific call. Maintaining simplicity and security helps you stay compliant with HIPAA and protect patient privacy.

The state of patient phone calls and HIPAA at the moment

Here’s the easy way to call patients under HIPAA, which can be a little complicated. A patient typically agrees to receive calls or messages about their health if they provide you with their local phone number. Informed consent is the term for this. But there are still rules to follow, some of which are below:

You can call each patient about things like:

• Appointment reminders
• Medical treatments
• Upcoming checkups
• Instructions before a surgery
• Follow-up calls after leaving the hospital
• Prescription updates
• How to take care of themselves at home

Even if the patient did not write “yes” in writing, providing their number shows that they are comfortable with calls about these topics.

Things to keep in mind before calling are:

• You need the patient’s clear permission before calling about anything not on the above list.
• Always introduce yourself and state the reason for your call.
• Keep the call brief and concise, ideally no longer than 60 seconds.
• Don’t call more than three times a week for the simple reason.

These rules help protect the patient’s privacy while ensuring they receive essential health information.

What are the best ways to provide family members with patient information over the phone?

When a loved one is in your care, it’s only natural for their family members to want updates. But sharing your patient information with family members over the phone can be risky. Healthcare staff must strike a balance between protecting patient privacy and complying with HIPAA regulations, even though family members often want to be informed about their loved ones’ care.

Under the HIPAA Privacy Rule, it’s okay to share some health information with family members, but only in certain situations. Also, ensuring the patient is comfortable and that the person on the other end of the waiting line has the right to know is the most critical factor.

Some of the innovative and safe ways to handle these calls are:

1. Ask for the patient’s permission first

If the patient is available, always check whether they’re okay with sharing details with specific family members. This helps to protect their privacy and avoid confusion.

2. Let patients Set Limits

Allow the patient to choose with whom and what information can be shared. For example, some patients may feel comfortable discussing test results with their spouse but not with other family members.

3 . Verify the caller’s identity

HIPAA requires you to make sure the person you’re talking to is actually an authorized person before discussing any personal health information. Ask for the full name, relationship to the patient, and confirm an individual identifier.

4. Share only what’s Necessary

Even if someone is authorized to receive information, you must still follow the HIPAA minimum necessary rule, which means sharing only the required details for the call. Unless you have specific consent, refrain from disclosing sensitive information.

5. Be honest about limitations

If the caller asks for more information than you’re allowed to give, explain why you can’t share it. This helps to build trust while keeping you HIPAA compliant.

6. Leave Voicemails carefully 

When it comes to Protected Health Information (PHI), voicemails pose a significant risk. It’s impossible to predict who might hear the message: coworkers, family, or roommates. Patients must complete a consent form.

7. Know when you can share without authorization in emergencies

HIPAA permits sharing information without the patient’s consent in cases of emergency when they are unable to speak for themselves, such as when they are unconscious or severely ill. All you have to do is ensure it is genuinely in their best interest by using your best judgment.

How to Ensure HIPAA Compliance in Telephone Communication

Phone calls remain an important part of patient communication, but when health information is involved, HIPAA compliance is essential. Whether you are confirming appointments or discussing test results, here’s how to stay on the safe side.

Begin by obtaining written authorization from patients to discuss them or their families over the phone or via voicemail. Before disclosing any information, always verify the identity of the person on the line by using facts such as their date of birth, name, and phone number.

Follow HIPAA’s “minimum necessary” guideline and disclose only what is necessary. On a voicemail, keep it brief: include your name, the clinic’s name, and your callback number, and do not include test results or confidential information.

Have a secure, HIPAA-compliant phone system and perform a Business Associate Agreement (BAA) with any vendors. And, of course, train your employees and keep records of important calls.

All these little things add up nicely to protect your patient information and keep your practice HIPAA-compliant.

What effects do both state and federal laws have on HIPAA telephone regulations?

When it comes to phone calls in healthcare, HIPAA compliance is just one part of the story. State and federal laws also play a significant role in how healthcare providers can communicate with patients over the phone. These laws cover aspects such as obtaining content and call recording, and they help shape the comprehensive set of rules for phone communication.

Key ways state and federal laws can affect HIPAA telephone rules are given below:

1. Limits on Automated Phone Calls

Federal laws such as the Telephone Consumer Protection Act (TCPA) also apply to automated and robocalls. These impose limitations on when and how medical professionals can communicate with patients via computerized systems. For example, unless someone has given their express approval, you are not allowed to use an autodialer to call them or leave them a prerecorded message.

Knowing when to employ automation and when a live call is the only secure option is essential for HIPAA-compliant contact.

2. Protection of Specific Health Information

HIPAA and other federal or state laws protect some categories of Protected Health Information (PHI), including mental health, substance use disorder, HIV status, and reproductive care. Before sharing sensitive information, even over the phone, these regulations demand additional degrees of patient consent.

In one case, sharing information concerning a substance use disorder requires express written consent, as established in Section 543 of the Public Health Service Act. Therefore, you still need to know what may and cannot be stated, even if the patient agrees to be contacted.

3. Avoxi VoIP Service

Using the right phone system is necessary for HIPAA-compliant telephone communication. Services like Avoxi VoIP are built with healthcare in mind, offering secure messaging, voice, and video features. For the protection of PHI, they encrypt calls and support access controls.

Another excellent example of a provider that complies with the requirement for all vendors handling patient data to sign a Business Associate Agreement (BAA) is Avoxi. You need to verify that the VoIP or UCaaS (Unified Communications as a Service) you are using complies with HIPAA regulations.

4. Voice Mail Guideless and Patient Consent

Leaving a voicemail may be a regular activity, but be careful, as it can lead to a HIPAA violation. HIPAA and most states require that you restrict what is said in a voicemail, unless you have direct patient authorization.

Here’s a good practice: provide only your name, the practice name, and a callback number. Avoid including test results, diagnoses, or medications. To share more specific information, the patient will need to provide written consent.

5. Compliance Based on Local Laws

While HIPAA sets the national standard, state laws often add more specific rules. Some states require additional consent for call recording, detailed documentation for each phone, and more restrictions on voicemail involving protected health information (PHI).

It also means that location-specific policies should be part of your HIPAA compliance plan. It’s a good idea to consult with a legal or compliance specialist who is knowledgeable about the healthcare regulations in your state, as what is acceptable in one state may not be in another.

6. Recording and Monitoring of Calls

Are you recording calls from patients? Unless you are aware of the regulations, that is a grey area in the law. While some states require consent from all participants, federal law permits call recording provided that at least one person gives their permission. It is best to presume that you need the patient’s consent before recording a conversation in the healthcare industry, particularly when protected health information (PHI) is involved.

Wrapping Up

As we look ahead to 2025, technology plays a significant role in patient communication, and HIPAA telephone rules must adapt to keep up with these changes. By discovering HIPAA’s regulations and implementing best practices, healthcare providers can ensure that patient information remains protected while maintaining efficient communication.

Being aware of and following HIPAA’s telephone regulations is essential for anybody handling patient data, including healthcare providers and business associates. In a world where phone conversations are becoming increasingly common, doing so not only safeguards your patients but also maintains the quality of your practice.

FAQs

Can doctors call patients under HIPAA?

Yes, in order to discuss therapy, appointments, or follow-ups, physicians and other medical staff may contact patients by phone. As long as the call is made for administrative or medical reasons, HIPAA permits it. Just be sure that the information shared is confidential and limited.

Can I leave voicemails for patients?

You can leave voicemails, but keep them brief. Say your name, your clinic’s name, and a callback number. Avoid including test results or sensitive info unless the patient has given written permission.

Are mobile phones HIPAA compliant?

Mobile phones aren’t automatically HIPAA-compliant. You need to use encrypted apps or secure systems to protect patient data. Always be cautious when using personal or non-secure devices.

Can I talk to a patient’s family over the phone?

Yes, but only if the patient has given their approval or in a true medical emergency. Always confirm you’re talking to the right person by verifying their identity. If in doubt, don’t share sensitive info.

Do VoIP services need to follow HIPAA?

Yes, VoIP services that handle patient information must meet HIPAA security standards. This includes encryption, access controls, and having a signed Business Associate Agreement (BAA). Not all VoIP tools are compliant, so always double-check.

Can calls be recorded under HIPAA?

Calls can be recorded, provided the patient’s knowledge and consent are obtained. Some states require both parties to agree; therefore, be aware of your local laws as well. If recorded, the audio must be securely stored to protect the privacy of those involved.

What’s the “Minimum Necessary” rule?

This rule means you should only share the information needed for the call, nothing more. It helps reduce the risk of oversharing or accidental disclosures. Always think: “Do they really need to know this?”

Who is responsible for checking for HIPAA violations during calls?

The Office for Civil Rights (OCR) is responsible for investigating violations of the Health Insurance Portability and Accountability Act (HIPAA). Patients can report concerns if they believe their privacy has been compromised. Healthcare providers must document calls and adhere to regulations to maintain compliance.