How to Add ePHI Fields in BoldDesk

Overview

An ePHI field in BoldDesk is a specialized field used to store electronic Protected Health Information (ePHI) securely. These fields are designed to meet HIPAA compliance standards by enforcing strict access controls, encryption, and audit logging.

Adding ePHI fields ensures sensitive health data is handled with the highest level of security and privacy.

Why ePHI fields matter

ePHI fields are critical for healthcare organizations using BoldDesk to:

• Safeguard patient data in accordance with HIPAA regulations.
• Prevent unauthorized access to sensitive information.
• Ensure auditability and traceability of data access.
• Enable secure workflows for tickets, contacts, agents, and contact groups.

How to add a new ePHI field

Follow the given steps to create an ePHI field.

1. Navigate to the admin panel.
   Go to Admin → Fields and Forms → Ticket Fields

2. Click Add Ticket Field.
   This opens the field creation dialog.

3. Select Field Type.
   Choose ePHI as the field type from the available options.

4. Configure field details

   • Enter a field name and description.
   • Set any required validation rules in regex if required.

5. Set Role-Based Access Controls

   • Define which roles can view, edit, or hide the ePHI field.
   • This ensures only authorized personnel can access sensitive data.

6. Click Add Field
   Save the field to make it available for use.

Mapping the ePHI field to a form

Once the field is created, it must be added to a form. Follow these provided steps to add it.

1. Navigate to ticket forms
   Go to Admin → Ticket Forms

2. Edit or create a form
   Choose an existing form or create a new one.

   Add the newly created ePHI field to the form layout.

3. Save the form
   This makes the ePHI field visible in the ticket interface.

Where ePHI fields can be used

ePHI fields are supported in the following modules:

• Tickets
• Contacts
• Agents
• Contact groups

Each module ensures the same level of protection and access control for ePHI data.

Who can view ePHI fields

Access to ePHI fields is restricted to authorized roles to ensure data privacy and compliance. These roles include:

• Account owner
  By default, the account owner has full access to view and edit all ePHI fields.

• Other roles
  Access to ePHI fields for other roles is determined by the permissions set during field creation:

  • View: Allows the role to see the field.
  • Edit: Allows the role to modify the field.
  • Hide: Prevents the role from seeing the field entirely.