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For the CISO and CFO

Close the help desk hole.

Replace knowledge-based questions and phone-call resets with a live selfie matched to the identity on file, so patients and staff recover their accounts in seconds and attackers can’t talk their way in.

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Self-service account recovery with a selfieAndre, a locked-out employee, resets his password without calling the help desk: he takes a live selfie that is matched to the identity he enrolled with, then resets his password and MFA himself. ACCOUNT RECOVERYAndre MillsEmployee · locked out of his account1Requests a reset, with no help desk call2Takes a live selfie with liveness3Matched to the identity he enrolled with4Resets his password and MFA himselfRESULTRECOVERED · NO CALL

The risk

The help desk is the softest door into your EHR.

Attackers use leaked personal data to answer “secret” questions and pressure agents into resets. The same process makes legitimate patients wait on hold.

Reset cost

$70

Average cost of one help desk password reset

Fraudsters

92%

Passed knowledge-based questions in a contact-center study

Customers

46%

Of genuine customers passed the same questions

Sources: Forrester, via TechTarget · Pindrop, 2022

The workflow inside your EHR

Recovery by selfie, not by conversation.

Vouched Assure re-proves the person against the identity they enrolled with, then hands control back to your IAM.

  1. 1

    Request

    The patient or employee asks to recover access from your patient portal, clinician portal or workforce portal.

  2. 2

    Re-prove

    They take a live selfie with liveness, matched to the identity they enrolled with. Deepfakes and photos of photos are blocked.

  3. 3

    Reset

    On a match, they reset their password and MFA themselves. No agent, no questions, no SMS code to SIM-swap.

  4. 4

    Record

    Every recovery is logged with a full audit trail for your security team.

The proposed HIPAA Security Rule update would make MFA a requirement for ePHI access; final action is now targeted for July 2027 (MyWorkDrive, July 2026).

The proof

From a phone call to a selfie.

Biometric recovery removes the call, the questions and the risk at the same time.

Completion

97%

First-attempt completion

Speed

< 60 sec

Average verification time

Accuracy

99%

ID document authentication accuracy

Source: Vouched product data

Explore by role

Other seats at the table.

Every page follows the same pattern: the risk, the workflow and the proof.

Patient AccessActivate more patients without a phone call.Portal activation and registration without a front-desk ID check.Read more →Patient Experience / MarketingA first impression patients finish.A branded verification flow that feels like part of your digital front door.Read more →Virtual CareVerify both sides of the camera.Clinician and affiliate identity, verified before the visit starts.Read more →CISO / IAMVerify the workforce, in the stack you already run.Employees and contractors verified into your existing IAM and help desk.Read more →CIO / HIMFix the record you already hold.Duplicates and overlays resolved with a face match, not another demographic guess.Read more →CFORun the numbers yourself.Resets avoided, duplicate remediation and activation lift, in one calculator.Open the ROI calculator →

Trust

Built for the security review.

Everything your security review asks for, from the SOC 2 report to the BAA, is on one page.

Visit the Trust Center
HIPAA and BAABuilt to support HIPAA compliance; BAA in place
NIST SP 800-63A IAL2Kantara-approved workflow
SOC 2 Type IIReport available under NDA
ISO 27001Information security management
Zero access to clinical recordsIdentity data only
Biometric privacyNotice and consent on every selfie

FAQ

Help desk, answered.

Straight answers for CISOs and CFOs about account recovery and password reset.

Contact us with a question
How does Vouched secure help desk password resets?

The patient or employee takes a live selfie with liveness detection, matched to the identity they enrolled with. On a match they reset their own password and MFA, so there’s no call for an attacker to socially engineer.

Why not knowledge-based questions?

Leaked personal data makes the answers easy for attackers to find, while legitimate patients often fail them. In 2015, fraudsters passed the knowledge-based questions on the IRS Get Transcript service and accessed 724,000 taxpayer accounts, and the IRS took the service offline. NIST’s current guidance no longer allows knowledge-based verification for identity verification.

Why not SMS codes?

One-time codes sent by SMS can be intercepted through SIM swaps. A live selfie matched to the enrolled identity can’t be.

Does HIPAA require MFA?

The proposed HIPAA Security Rule update would make MFA a requirement for ePHI access. As of July 2026 the rule is still proposed, with final action targeted for July 2027.

How much can a health system save?

Forrester estimates that a help desk password reset costs about $70. Multiply that by your annual reset volume, or run your own numbers in the ROI calculator.