Trust.
You shouldn't have to ask twice how patient calls are handled. Here's what we can tell you today, and what we're still confirming.
Business Associate Agreement
A BAA is available to every practice and is signed before Ushera handles any patient data. Our BAA template will be reviewed by counsel before launch; we'll publish the text here when it's final.
Subprocessors
Voice platform: Retell AI. Ushera runs on Retell, which offers a BAA for healthcare customers.
Being confirmed in writing. Retell relies on underlying providers for phone, speech recognition, AI models and voices. We have asked Retell to confirm in writing which of these are covered by our BAA. We'll list them here once confirmed.
| Function | Provider | Status |
|---|---|---|
| Voice platform | Retell AI | Offers a BAA |
| Phone service | Via Retell | Being confirmed in writing |
| Speech recognition | Via Retell | Being confirmed in writing |
| AI language model | Via Retell | Being confirmed in writing |
| Voice | Via Retell | Being confirmed in writing |
| Request queue hosting | To be selected | Will require a BAA |
| Alert email | To be selected | Will require a BAA |
Data handling
- Ushera collects only what's needed to pass a request to your team: name, callback number, reason for calling and preferred times.
- No patient data is handled before every BAA in the chain is signed.
- Ushera does not write into your practice software and does not text or call patients.
- Retention and deletion terms will be set out in your BAA and service agreement.
AI disclosure
Ushera tells every caller that they're speaking with an AI assistant. Call recording and disclosure wording follow your state's rules and will be reviewed by counsel before launch.
Ushera is not “HIPAA certified.” No such official certification exists. Questions? Contact us.