How Healthcare Contact Centers Are Affected by the Overturned One-to-One Consent Rule

The following article is a repost from Medical Call Center News and written by Paul St. Clair, Head of Compliance at Convoso.

What the overturning of the one-to-one consent rule means for healthcare contact centers

A major regulatory shift is reshaping how healthcare contact centers manage patient outreach and lead generation. On January 24th, the Eleventh Circuit Court ruled to nullify the FCC’s “one-to-one” consent rule, which was due to go into effect on January 27th.The FCC’s 1:1 consent rule, initially proposed in December 2023, would have required consumers to provide separate consent to be contacted by each seller, with consent forms restricted to “logically and topically related” products or services. However, the court determined that this mandate exceeded the FCC’s authority under the Telephone Consumer Protection Act (TCPA), providing healthcare organizations and contact centers a much-needed reprieve.

What this means for healthcare contact centers

With the rule invalidated, healthcare organizations can continue to use a single, clearly worded consent form for multiple related providers or services, as long as they remain compliant with the broader TCPA framework. This clarity enables contact centers to scale patient outreach campaigns, streamline operational processes, and improve efficiency without increasing legal risk.

CMS rule exception: 1:1 consent for Medicare NOT vacated

The Centers for Medicare & Medicaid Services (CMS) still requires one-to-one consent to share personal beneficiary data between TPMOs (Third-Party Marketing Organizations). To avoid noncompliance, you should check with legal counsel on the specifics of these requirements.

Maintaining compliance with existing laws

Despite the flexibility gained through this ruling, the need to comply with TCPA regulations remains unchanged. Healthcare contact centers must continue to honor the TCPA’s core requirements, such as allowing consumers to revoke consent within 10 days. Failing to do so could result in costly penalties and legal complications.

Contact centers must ensure that consumers understand their consent forms clearly and easily. The TCPA requires that consumers fully comprehend what they consent to, especially when receiving marketing communications, including text messages. Transparent consent forms protect consumers and shield businesses from future legal disputes.

Proactive approach: Navigating state and federal variations

Even though the 1:1 consent rule is not going into effect, healthcare organizations must remain proactive in responding to evolving regulations at the state and federal levels. States still have the authority to establish their consent laws, which may differ from the federal guidelines. For example, states with “mini-TCPA” laws or other privacy regulations may impose stricter requirements that organizations must comply with.

Healthcare compliance teams can better navigate these changing regulatory environments by staying informed and adaptable. Staying on top of federal and state regulations is essential, as well as regularly reviewing legal updates and adjusting compliance strategies accordingly to avoid potential pitfalls.

Navigating the complexities of text message compliance

Text messaging continues to be one of the most effective channels for patient engagement – from reminders to follow-ups to enrollment support. However, it also remains tightly regulated under the TCPA.

Healthcare contact centers should ensure their systems can:

• Capture and store express written consent

• Process opt-outs through any reasonable method

• Immediately cease communication upon consent revocation

Even with the 1:1 rule overturned, organizations must demonstrate consistent SMS compliance across all campaigns and outreach partners.

Final thoughts: Clarity and trust are the new competitive edge

While the overturning of the 1:1 rule offers relief, it should also prompt a revisit and update of consent strategies. With patients expecting convenience and transparency, healthcare contact centers that invest in clear, flexible, and compliant consent practices will reduce legal risk and build lasting trust.

Those who act now will be best positioned to navigate tomorrow’s regulatory environment and deliver stronger, safer patient experiences.

Medical Call Center News covers news and information relevant to healthcare and medical call centers. Medical Call Center News reaches 1,600 subscribers in the healthcare call center and medical contact center industry.