Quick Links
Learn what URAC looks for in "Beyond the Basics"
3 easy steps to begin your URAC accreditation
Health Contact Center Accreditation Overview
URAC’s Health Contact Center Accreditation is your organization’s way of showing to stakeholders that your team is prepared and quality improvement is part of your mission. This accreditation helps your organization improve on existing services while potentially securing more contracts and additional business.
Once your organization begins the process, you can be fully accredited in six months or less.
We offer two modules within this accreditation:
- Clinical Contact Center Module: For organizations that perform health triage and clinical support services, such as nurse hotlines or medical triage by a licensed professional.
- Non-Clinical Contact Center Module*: For organizations that perform non-clinical incoming/outgoing communication in support of health care organizations such as appointment scheduling, billing and referrals.
*Think about this as Administrative, since it's for non-clinical activities.
Organizations may apply for either or both of these accreditations. If you want to add the other accreditation, you can apply for that accreditation at any time during your three-year accreditation cycle.
URAC offers flexibility in our accreditations. You can earn accreditation no matter what communication channel you use – telephone, live chat, email or text.
Standards Areas
The focus areas applicable to both clinical contact center and non-clinical contact center modules include:
- Risk Management and Continuity of Operations
- Operations and Staff Management
- Consumer Protection and Safety
- Performance Monitoring and Continuous Quality Improvement
- Program Management and Use of Technology
- Staff Requirements and Training
- Use and Protection of Consumer Information
- Communication Process, Notification and Consent
- Telephonic and Non-Telephonic Performance Metrics
- Client and Consumer Satisfaction
- Analysis of Clinical Triage Communication Outcomes
- Clinical Recommendations to Continuing Care and Treatment
- Clinical Staff Response Protocols
You can see the Standards-at-a-Glance here for more information. Learn more about what URAC looks for in Beyond the Basics.
Accreditation Process: What To Expect
At URAC, our accreditation process is more than collecting metrics and checking boxes. URAC offers your organization a collaborative, comprehensive learning experience designed to enhance knowledge and promote quality practices.
The program helps highlight the work your organization already does or can help guide your practice as you build the infrastructure as a contact center.
Who May Apply
To be eligible for URAC’s Health Contact Center Accreditation, an organization must perform health triage and clinical support services or non-clinical support services for health care organizations. Organizations must be operating in the U.S. Download our Health Contact Center Standards-at-a-Glance and Measures-at-a-Glance for more information.
Other Administrative Management Accreditation Programs
Health Contact Center Accreditation
Communications centers for clinical and/or non-clinical support
Clinically Integrated Network Accreditation
Provides health services through a provider network that coordinates care across the continuum
Dental Network Accreditation
Performs and/or delegates dental network functions, including management, credentialing and recredentialing