Helpdesk impersonation is now the leading cause of credential-based PHI breaches. MSP Process answers every inbound call with an AI voice agent, verifies the caller against your identity provider, and refuses every privileged action — password reset, EHR account unlock, remote-session approval — until identity is proven.
Every one of these started with an unverified phone call to the IT helpdesk. The Scattered Spider, ALPHV/BlackCat, and Qilin playbooks all begin the same way: trick the helpdesk into resetting credentials.
The attacker uses a publicly listed provider name, urgency, and patient-safety pressure to push the helpdesk into resetting credentials. Ten minutes later they're inside the EHR, exfiltrating PHI and staging ransomware.
Synthesized "patient" voices request medical-record copies, prescription histories, or insurance documents over the phone. Without identity verification, the records release lands in an attacker's mailbox.
The Change Healthcare, Ascension, and CommonSpirit incidents all traced back to credential abuse that the IT helpdesk could have refused. One verified call could have stopped them.
When a BA's helpdesk gets vished, the breach hits your patient list. HHS OCR audits trace upstream — and demand evidence of the access controls you required by contract.
Every inbound call — provider, nurse, biller, BA — lands on the AI voice agent first. Caller is identified against your IdP, verified through MFA on a registered device, and only then handed off to a human tech — with the audit row already attached to the ticket.
The agent speaks in your brand, captures intent (password reset, EHR account unlock, remote session approval), looks the caller up in Entra ID or your provider directory, and pushes an Authenticator, Duo, or SMS challenge. No verification = no privileged action. Compliant by construction.
Voice is the loudest attack vector, but it's not the only one. Wherever a provider, nurse, biller, or BA requests a privileged action, that request runs through the same identity check — with the audit row attached to the EHR or PSA ticket.
Every helpdesk call — reset, unlock, remote session — routed through identity verification first.
Verification fires inside the Teams thread where the request was made. Same provider, same device, no doubt.
Inbound text from a clinician? Identity confirmed via Authenticator before any clinical-system action.
Out-of-band MFA before email-driven password resets, records release, and BAA access changes.
Every verification, every privileged action, every transfer of PHI access — logged with caller identity, method, timestamp, and device. BAA on every plan. Exportable to your GRC tool or OCR on request.
Average outcomes across healthcare providers and BAs running MSP Process for 90+ days.
Book a 30-minute walkthrough. We'll demo a live vishing call hitting the AI Voice agent, the MFA challenge, and the refused EHR unlock — with the audit row sitting in your PSA ready for OCR.