Support FAQ
What are your hours of customer support?
Acusis provides world-class customer service and support 24/7/365. Your customer service team can be reached through our toll free number or via e-mail.
When I contact customer service, will a person answer or will I reach an automated system?
Your queries are dealt with instantly by a person. To eliminate waiting or call backs, your question is routed to anyone on the customer service team who is available – 24/7. Your customer service representative “owns” the resolution of your request—you only need to reach out to one person.
How long do you retain client files?
Acusis retains all voice and transcribed files in our database for one year; however, files older than one year are archived indefinitely, unless a client instructs otherwise. Our customer service team can retrieve and restore archived files for you within 24-72 hours of a request.
Do you subcontract your services?
No. All of our transcriptionists, editors, auditors, and software personnel are Acusis associates.
Can I access my files from home?
Yes. AcuSuite® e-Transcribe allows you to access your files from any online computer with SSL security and access control via password entry. Users may listen to their dictation, or view their written transcription.
What hours does your system operate?
The Acusis system offers 24 hour/day - 7 day/week - 365 day/year coverage with better than 99% up-time.
How many simultaneous users can your system handle?
Acusis has the ability to expand capacity to serve an unlimited number of users. We also guarantee no "busy" signals for all of your contract users.
Can I dictate from a cell phone?
Yes - Absolutely. Any touch-tone capable phone that can access the 1-800 number provided by your contract will allow complete capture of voice data and management of previously submitted voice files. Of course voice quality is dependent on line quality. You will be notified if voice quality needs adjustment for transcription.
Can I listen to my recording after I complete my dictation?
Yes. Immediately after uploading the recorded voice files into our system, any user with AcuSuite® software and access control via password, may access his/her reports. Additionally, the user may, at anytime, check reports for on-line status of sent, received, not signed and/or signed status.
Do you comply with HIPAA regulations?
Acusis meets all current HIPAA regulations. In fact, we actively monitor new HIPAA regulations that are in review and development.
What is HIPAA?
Congress passed the Health Insurance Portability and Accountability Act (HIPAA) defining regulations to protect the security and confidentiality of electronic health information. Clinics, doctors, hospitals, and insurance companies have been required to meet compliance since April 14, 2003 or face severe civil and criminal penalties.