If you’re a medical practitioner, a small clinic, or a hospital, Google Voice can help you talk to your patients while providing a layer of privacy.

It’s super important for medical personnel and hospitals to keep patient information safe and private. They should never take shortcuts on this!

In this guide, we’ll show you how to set up Google Voice for healthcare. This way, you can keep everything safe and make sure your patients’ information stays private.

Why Should Healthcare Providers Use Google Voice?

Healthcare providers should establish a smooth and secure way of communication. They need to send safe texts, make end-to-end encrypted voice calls, and send protected health information. Therefore, to keep things safe and follow the HIPAA telecommunication rules, healthcare businesses need a good telephone service. Google Voice is a great choice for this. This is because it’s affordable and versatile.

Here is how Google Voice is beneficial for healthcare providers:

• Google Voice lets you keep your number private while communicating with patients.
• It offers free and paid plans, making it an economical solution for private practice owners and small clinics.
• Google Voice enables call forwarding, ensuring you never miss an important call from your patients.
• You can use Google Voice on any device, like your phone, computer, or tablet, so you can talk to patients anytime, anywhere!
• Google Voice lets you send and receive texts, so it’s a great way to stay in touch all in one place!

How to Set Up Google Voice as a Healthcare Provider?

Getting started with Google Voice and making sure you and your patients are safe requires that you know how to set up your account so that you can use features like voice calls and messaging securely.

Let’s find out how you can do that!

Step 1: Setting up Google Voice on Various Platforms

When you set up a Google Voice Account, you may have one of three platforms. You may start with an iPhone with an iOS or Android device or set it up on your PC with Windows, any browser, etc.

First of all, see how will you get started on all these:

Google Voice on iOS

On your iPhone, follow these steps: 

1. Go to the App Store on your iOS device and search for “Google Voice.”
2. Download and install the app.
3. Launch the Google Voice app from your home screen once it’s installed.
4. Enter your Google account credentials to sign in. If you don’t have a Google account, you’ll need to create one.
5. After signing in, you will be prompted to review Google’s Terms of Service and Privacy Policy.
6. Tap Accept to continue.
7. Tap Search to begin looking for a number.
8. You can search by city or area code. If there are no available numbers, try using a nearby city or area code.
9. Once you find a number you like, tap Select.
10. Follow the on-screen instructions to finalize your setup. This may involve verifying your phone number and completing additional security steps.
11. After setup, you can link another phone number to your Google Voice account to forward calls if needed.

Google Voice on Android

In the case of an Android device, follow these steps to get started

• Go to the Google Play Store on your Android device.
• Search for “Google Voice” and install the app.
• Once the app is installed, open it from your app drawer or home screen.
• Sign in using your Google credentials. If you don’t have an account, create one.
• You’ll be asked to review Google’s Terms of Service and Privacy Policy. Tap Continue to accept.
• Tap Search to find a phone number.
• You can search by city or area code. If a number isn’t available in your area, try a nearby location.
• Once you’ve found a number you want, tap Select.
• Follow the instructions on the screen to finalize the setup process, including linking your existing phone number to Google Voice.

Google Voice on Windows

On your PCs running on Windows, you can set up your Google Voice by following these steps: 

• Check System Requirements. Ensure that your device is running Windows, macOS, or Chrome OS. Google Voice also supports several web browsers, including: Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.
• Open your web browser and go to voice.google.com.
• Log in using your Google credentials. You’ll need to create an account if you don’t have one.
• You will be asked to review and accept the Terms of Service and Privacy Policy. Click Continue to proceed.
• You can search for a Google Voice number by entering a city or area code.
• If a number isn’t available in your area, consider trying a nearby city or area code.
• Once you find a number you like, click Select next to it to claim the number.
• Follow the on-screen instructions to finalize your account setup. This includes verifying your phone number and setting up any necessary preferences.

Step 2: Link Google Voice to Your Primary Phone

Google Voice allows you to link your personal or business phone number to your Google Voice account, so you never miss an essential patient call.

After selecting your Google Voice number, you’ll be prompted to link it to a forwarding number (your personal or business phone). This means calls to your Google Voice number will be forwarded to your primary phone.

• Enter your phone number and click [Send Code]. Google will send a verification code to your phone.
• Check your phone for the code that Google sent. Enter that [Code] into the Google Voice setup page and click [Verify] to complete the linking process.

Step 3: Set Up Call Forwarding

Call forwarding ensures you can receive calls from your Google Voice number on any of your preferred devices (phone, tablet, or computer).

• Click on the three vertical dots in the upper-right corner of your Google Voice page or app to open the menu. Select Settings from the dropdown list.
• Under the Account tab, scroll to find the Linked Numbers section. Here, you can add multiple phone numbers to which you want calls to be forwarded.

If you have a team or use multiple devices, you can link several numbers to ensure you never miss a call at the office or remotely.

*Note: For healthcare providers, this feature is beneficial for ensuring you’re available during business hours and flexibility for after-hours or emergency calls.

Step 4: Ensure HIPAA Compliance with Google Voice

Though Google Voice offers secure communications, it’s essential to take additional steps to ensure compliance with HIPAA (Health Insurance Portability and Accountability Act) for the privacy and security of patient information.

To enhance the Security of your Google Voice account, enable 2FA (Two-Factor Authentication) on your Google account.

• Go to your Google Account settings and select [Security].
• In the 2-Step Verification section, click [Get Started] and follow the prompts to set it up (usually requiring your phone number for text or app-based verification).

Using personal devices for patient communication can compromise privacy. Consider setting up a dedicated phone or device exclusively for your Google Voice communications with patients for greater confidentiality.

• Go to your Google Voice Settings and review all privacy-related settings.

You can adjust who can call or message you and block spam or unwanted numbers. This ensures that patient communication remains private and secure.

While Google Voice is not fully HIPAA-compliant, you can ensure your practice stays compliant by securely storing calls, texts, and voicemail records. Use encrypted cloud storage solutions for any patient data you store outside Google Voice.

Step 5: Set Up Voicemail for Your Google Voice Number

Google Voice allows you to personalize your voicemail message, which is critical for maintaining a professional tone and informing patients when they expect to hear back.

For this, consider personalizing your voicemail.

• Open the Google Voice app or website and go to Settings.
• Scroll down to the Voicemail section and click Record a Greeting.
• Follow the prompts to record your message.

*Note: Include an informative message telling patients when they can expect a return call or the following steps, especially if you’re unavailable or out of the office.

Step 6: Manage Text Messages

Google Voice texting is a great, discreet way to stay in touch with your clinic’s patients. But it’s really important to stick to the rules about privacy and being professional.

Here’s how to turn on texting in Google Voice:

• Open the Messages tab in your Google Voice app or on the website to send and receive text messages using Google Voice.

You can send texts to patients to remind them about appointments, confirm their visits, or answer any questions they have.

Always be professional when you send messages, and don’t share personal health info through text unless it’s safe to do so.

To follow HIPAA rules, make sure to send important patient information using safe, encrypted apps instead of regular text messages.

Step 7: Final Security Checks and Best Practices

Ensuring your Google Voice setup is secure and HIPAA-compliant is an ongoing process. Follow these best practices to keep your communication system safe:

• Regularly review your Google Voice security settings to ensure no unauthorized access.
• Enable alert notifications for unusual activities, such as unexpected calls or messages from unknown numbers.

Make sure everyone on your team knows why HIPAA rules are important, how to keep things private, and the right way to use Google Voice. First off, this means not sharing patient information without permission and knowing the rules about using text messages for medical services discourse.

Next up, if you’re using a phone, tablet, or computer to use Google Voice, make sure they have a password and can use your fingerprint or face to unlock them.

Finally, to keep patient information safe, think about using secure messaging apps when sharing details online. This way, things stay private and help prevent problems.

Google Voice Free vs Paid Plan: Which Is Better for Providers?

Now, when deciding which plan a healthcare provider should choose, they must have their needs in mind. Choose a suitable plan according to your practice size. There are two plans available for Google Voice, including:

1. Free Plan 
2. Paid Plan

Google Voice Free Plan

The Free Plan from Google Voice is really cool because it doesn’t cost anything! It does a great job with the basics, but you should think about its limits, especially if you’re a healthcare worker handling patient calls and information.

Let’s talk about what you get with a Google Voice free plan and what you don’t get:

Unlimited Calling and Texting in the U.S.

This is a great bonus! You can call and text any number in the U.S. without extra charges. This is really helpful for solo practitioners or small practices. When you’re a therapist or independent doctor with a small group of patients, this plan will meet your contact needs.

No Voicemail Transcription

One downside? No voicemail transcription. If you get the paid plan, Google Voice will turn your voicemails into text. This way, you can easily read the messages and see if you need to call back right away. If you don’t have this feature, you’ll need to listen to each voicemail one by one. That can take a lot of time, especially if you get many calls from patients or questions.

No Call Recording

You can’t record calls if you’re using the free plan. Healthcare providers can find it useful to record calls. It helps them keep track of important information, especially during telehealth visits, and can also be great for training their staff. If you don’t have this feature, you’ll need to use notes or write things down yourself, which can be a hassle and not very safe.

No Administrative Controls or Integrations

The free version doesn’t let you manage settings or connect with other systems. That means you can’t assign phone numbers to different team members, monitor call usage, or tie the phone system into other tools you might be using (like patient management software). If you only have one patient or a small office, this might not be a big deal, but it can become a problem as your business grows.

Google Voice Paid Plan

The Paid Plan is suitable for hospitals and larger practices. It’s more expensive, but it has enhanced functionality to benefit healthcare providers, especially if you’re managing a team or need more control over your communications.

Here’s what you get with a paid plan:

Enhanced Features Like Call Recording

This feature alone is a game-changer for healthcare providers. Being able to record calls can be helpful for:

• Documentation: You might want to refer back to a conversation with a patient, especially if it involves critical health information or detailed instructions.
• Telehealth: If you’re conducting virtual consultations, recording the call provides a reference point and protects you legally.
• Training: If you have a team, you can use recorded calls for training purposes—helping new staff members understand best practices when interacting with patients.

Voicemail Transcription

Voicemail transcription is one of the standout features of the Paid Plan. It transcribes voicemail messages to text, so you can easily read them instead of listening to the entire recording. 

This can save time, especially when managing a busy practice with many patient inquiries. 

It’s also handy if you’re juggling multiple tasks and want to check important messages quickly.

Administrative Controls

As your practice grows, managing communication becomes more complicated.

The Paid Plan gives you administrative control, which means you can assign numbers to different team members, manage call logs, and have more visibility into the communication happening across your practice.

For larger teams, this is vital for maintaining smooth operations.

Multiple Users and Device Integrations

The Paid Plan is designed for large practices.

The Paid Plan lets you assign different phone numbers or call forwarding options to each if you have multiple staff members like receptionists, office managers, or other therapists.

This allows you to keep your communication organized and streamlined.

Also, it integrates with other Google tools like Google Workspace, which can be a massive time-saver if you already use Google’s suite of productivity apps.

Better Customer Support

With the Paid Plan, you’ll get access to premium support. This can be helpful if you run into any issues or need assistance setting up your system, especially as your practice grows and your communication needs become more complex.

Conclusion

Using Google Voice for healthcare can help doctors keep things private, communicate more effectively with patients, and save money.

But it’s really important to follow the right steps to keep communication safe and follow HIPAA rules.

By following this guide, healthcare providers can set up Google Voice in a way that supports their practice while maintaining the confidentiality and professionalism required in the healthcare industry.

If you need more help or have questions, reach out to Google Voice support or read this HIPAA-compliance voicemail checklist to make sure your practice follows all the rules and does the right thing.

The article is about communication with patients in a proper way to deliver your message and keep their privacy protected.

Voicemail is a good option for safe communication, particularly in the medical field. Voicemail that complies with HIPAA regulations protects patient privacy, which makes it superior to phone conversations or emails.

We will discuss in detail how to transcript HIPAA compliant voicemails and leave them for your patients. HHS (the Department of Health and Human Services) directs covered entities i.e. healthcare providers to leave voicemails or information about healthcare with strictly adhering to HIPAA regulations.

A covered entity is defined as anyone or any group that has to comply with the rules of the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

HIPAA Compliant Voicemails: Here’s What You Need To Know?

HIPAA (Health Insurance Portability and Accountability Act) is US legislation that imposes regulations for data privacy and safeguarding medical information i.e. PHI (Protected Health Information).

According to the HIPAA privacy rules, as HHS states, providers can communicate with a patient regarding their health but in limited pieces of information that should not reveal the patient’s health conditions to other members of their family without the consent of the patient.

Leaving detailed and informational voicemails about the health of patients can lead to violation of HIPAA privacy rules, therefore the U.S. Department of Health and Human Services (HHS) restricts covered entities to limit information on voicemail.

As a healthcare provider, you can deliver patients their health updates at their homes over phone calls, mail or via some other medium. The privacy rules do not restrict you from leaving messages for your patients on their answering machines. However, as a provider you should only disclose limited information, as discussed above, so receivers other than patients should not get the purpose of the voicemail.

For example, you should only leave your name and phone number to ask the person who receives the voicemail to call you back. Leaving additional information i.e. patient health conditions on the answering machine can expose it to unauthorized persons, and lead to HIPAA violation.

How to Leave a HIPAA Compliant Voicemail: Explained with Examples

Leaving a HIPAA compliant voicemail is not as complicated as it seems. Simple, leave a message contacting limited details which only the intended receiver can understand, or the person who is authorized. A written consent from your patient gives you rights to share information with someone else. However, according to the HIPAA rules, you are in violation if you do it without the permission of your patient. For more details you can read about HIPAA Compliance Checklist for Medical Practices.

Examples of HIPAA Compliant Voicemails

Informing your patients while leaving a voicemail is no more a complicated process. Simple, you have to keep in mind the HIPAA privacy rules for voicemail.

Example 1 – The first example here is related to informing them about their next appointment schedule.

Hello Mr. ABC. This is Dr. JJJ from XYZ healthcare. I am trying to reach you but it looks like you are not available at the moment. Please give me a call at 000444333 as you hear my voicemail. Thank you.

The voicemail looks suitable but it may still lead you to breach HIPAA privacy rule as your patient might not want to disclose his name. Therefore, it is recommended to not mention your name, patient name, and your practice name. It should be:

Hello. I wanted to reach you to inform you about your next appointment schedule but it looks like you are not available right now. Please, access me via phone call whenever you hear my voicemail. Thank you.

Example 2 – The second example here is giving an appointment reminder to a patient who is seeing various other doctors as well.

Mentioning just your name or asking them to call you back while leaving only your number will not work every time, however, that is the safest route for communication.

Sometimes, a patient may be receiving treatment from more than one doctor at various facilities. Therefore, if you are calling, you should inform them about their next appointment with you in a way that only the patient can understand.

Hello. Mr. DD here. I am just reaching you to remind you of your upcoming appointment tomorrow. Please call me back at 99889999 whenever you listen to my voicemail for further discussion. Thank you. 

Do not mention specific details about your practice or service. Discuss when the patient calls you back.

Example 3 – The third example here is related to reminding patients of their medicine prescriptions.

When you want to remind your patient about taking prescribed medicine accordingly, or to provide updates regarding the next prescription you will need to communicate through a phone call or voicemail.

Leaving voicemails regarding patient prescriptions may open the door for HIPAA violation, but doing it in a controlled way will protect PHI. Use these words while leaving a voicemail.

Hello. I am here to inform you about your next prescription. Call me back when you can. Thank you. 

In your voicemail, don’t use a prescription number or medication name.

Example 4 – The fourth example here is informing a patient of his/her medical bills.

Communicating with your patient about billing is a sensitive case. You have to be more careful as the patient would never want to be exposed that they owe you a billing amount. 

However, it may not be possible for you to avoid the payment for a longer time. Therefore, you should inform them leaving a HIPAA compliant voicemail in this way:

Hello. I am Mr. YYY intending to remind you to review your account if there are any outstanding payments. Please give me a call whenever you are available to discuss it further, or pay a visit. Thank you. 

Do not include any details of the services for which the bills were charged.

HIPAA Compliant Voicemail Tips: That Every Provider Must Be Aware Of!

Here are some tips you should act upon for securing your practice while following HIPAA regulatory rules. These tips will also help you to transcript HIPAA compliant voicemails exactly according to the guidelines of HHS for securing PHI (Protected Health Information).

1). Leave a Callback Number Only

No need to tell all the details and purpose of your contact over a phone call or voicemail. Simple, leave a message for your patients to call you back at the provided number. It is the best way to follow HIPAA rules.

After receiving your message, the patients can call you back and you can directly talk to them about their health issues.

Doing so will restrict the other family members of the patient to know about PHI.

2). Do not Mention Your Practice Name

It is also recommended to not mention your name or practice detail. For example, your healthcare facility is about treating some serious kinds of diseases i.e. Cancer, HIV, etc.

If the patients don’t want to let family members know about their health condition, it will make you in trouble to mention your practice name.

If your practice is just a primary care facility, you can mention that but you are in hot water if it was without the consent of the patients.

3). Listen to the Message in Private

This is about how you as a provider secure your patient information when they leave a voicemail for you mentioning their health condition.

For the security purpose, it is necessary for you to listen to the voicemail privately so even your staff should not come to know about PHI. In case, the accidently overhear the message, still it is violation of HIPAA rules.

You can provide more information in a voicemail but with the written consent of your patient. Sign a consent form from your patient showing the statement:

“I give my consent for YYY Healthcare Facility and its staff to leave specific information regarding my health (appointment scheduling, billing issues, etc.) on my voicemail at phone number 88997744.”

After this signed consent form provided by your patient, if you provide more specific information regarding their health, you are not violating the HIPAA regulations.

FAQs

What is a HIPAA Compliant Voicemail Message?

Voicemail message that is left by a provider without disclosing PHI and following guidelines issued by the HHS is called a HIPAA compliant voicemail. For example, leaving a voicemail having a limited amount of information disclosing to only a patient or a person authorized by the patient.

What is exempt from HIPAA?

Here are some exceptions:

• Patients requesting for copies of their own medical records
• Requests for PHI (Protected Health Information) when there is a valid authorization
• Requests for disclosure of PHI to HHS for complaint investigation, compliance review, or enforcement of procedures
• Requests for PHI that are required by law

How to leave a HIPAA compliant voicemail?

Make sure your voicemail is HIPAA compliant by keeping it short and not referencing any specific protected health information (PHI). Just include your name, the name of the healthcare facility you are phoning from, your phone number, and a request for the patient to call you back. Don’t include any information that could be used to identify the patient, such as their illness or course of treatment.

That is to say, if any of the following applies, you should remove your name and the name of the healthcare facility:

Certain details about the patient’s health are disclosed by the name or nature of your healthcare facility. For example, if you are phoning from a mental health facility or a substance addiction therapy center, disclosing this information could risk patient anonymity.

The patient has asked you not to leave any personal information on their voicemail. In this situation, you need to honor your client’s requests and just leave a standard message requesting a callback. In these situations, you can simply say something like, “This is a message for [patient’s name]. Please call back at [phone number].”

Keep in mind that maintaining patient privacy is the main objective. If you’re unsure whether to add identifying information, it’s usually best to be safe and leave it out.

Conclusion

Leaving HIPAA compliant voicemail for your patient can increase your patients’ trust in you and your facility. Most importantly, doing so can prevent you from facing high penalties charged by HHS. We have discussed in detail how to communicate with your patients according to HIPAA regulation, and also provided you with some useful examples.