We at InteliChart, LLC, as well as our affiliates (collectively, “we”, “us”, or “our”), respect your privacy and are committed to protecting it through our compliance with this Patient Engagement Privacy Policy. This Policy describes the types of information we may collect from or about you in connection with your use of our Patient Portal application for your mobile device, our Patient Portal web application accessible from your Internet browser, and any other healthcare engagement products, applications, or services we make available to you on behalf of our healthcare provider customers as part of our patient engagement platform (collectively, our “Platform”), as well as our practices for collecting, using, maintaining, protecting, and disclosing that information.
This Policy applies to any information we collect in connection with our Platform. This Policy does not apply to any other information we collect in other contexts or by any other means. In particular, this Policy does not apply to information we collect from users of our public-facing website at intelichart.com, or any successor or subdomain thereof (collectively, the “Website”). This Policy also does not apply to information we collect from prospective customers, suppliers, vendors, job applicants, or other individuals or entities in connection with our sales, recruiting, or other general business activities. For more information regarding our collection and processing of such information, please see our Website Privacy Policy.
Please read this Policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, you can choose not to use our Platform. By accessing or using our Platform, you agree to this Policy. This Policy may change from time-to-time. When we make changes to this Policy, we will post the updated Policy in our Platform and update the Policy’s “last modified” date. We will also provide notice of any material changes as explained in the section below titled “Changes to Our Privacy Policy.” Your continued use of our Platform after we make changes is deemed to be acceptance of those changes.
The Platform is intended to be used as a patient engagement tool for accessing your health records, managing your medical appointments, and interacting with your healthcare providers. Your healthcare providers (each, a “Healthcare Provider”) may elect to offer you access to the Platform in connection with their subscription to one or more of our products, applications, and/or services, which we make available to them under contract with us. For clarity, “you” are a patient of a Healthcare Provider. We are merely a service provider to your Healthcare Provider (and a “business associate” where the information we collect meets the definition of “protected health information” (“PHI”) under the U.S. Health Insurance Portability and Accountability Act of 1996). We permit your Healthcare Provider to use the Platform in connection with the healthcare services they provide to you. We collect information through your use of the Platform and process that information on your Healthcare Provider’s behalf and under your Healthcare Provider’s control and direction, in accordance with our contracts with your Healthcare Provider (including, where applicable, our business associate agreement with your Healthcare Provider).
As between you and us, we commit to you that we will collect and process your information in accordance with this Policy, as part of the services we provide to your Healthcare Provider. However, as between you and your Healthcare Provider, with respect to information about you that your Healthcare Provider obtains through your use of the Platform, your Healthcare Provider independently has the right to determine the purposes for which it will process such information and the means it will use to process such information. The Healthcare Provider is the “owner” of the information, at least as between us and them. We do not control (and are not responsible for) your Healthcare Provider’s policies and practices relating to the collection, use, maintenance, protection, or disclosure of your information, including information about you that the Healthcare Provider obtains through your use of the Platform. We only control (and are only responsible for) our own actions and the actions of our own service providers, as described in this Policy. We encourage you to review your Healthcare Provider’s privacy policy or consult with your Healthcare Provider for more information about how your Healthcare Provider may collect, use, maintain, protect, and disclose your information.
We may collect several types of information from and about users of our Platform on behalf of our Healthcare Provider customers, including information by which users may be personally identified or information about a user that is maintained in personally identifiable form (collectively, “Personal Information”). Specifically, the information that we (or our third-party service providers acting on our behalf) may collect includes the following:
Identifiers and Contact Information: Your name, any previous names you have used, e-mail address, mailing address, phone number, certain emergency contact information, and any patient ID assigned to you by your Healthcare Provider.
Demographic Information: Your date of birth, race, ethnicity, birth sex, gender identity, sexual orientation, preferred language and any language limitations or barriers, household income, homeless status, status as an agricultural worker, status as a recipient of public housing, and veteran status.
Health and Clinical Information: Information concerning your health and medical history, status, conditions, and treatments, including information regarding your past and upcoming healthcare appointments.
Account Avatar Image: Any images of yourself you choose to upload and display in your account on the Platform.
Appointment Request Information: The reason for your request for a healthcare appointment, the identity of your requested Healthcare Provider, your Healthcare Provider’s location, and any comments you submit in connection with your request for a healthcare appointment.
Payment and Financial Information: Your payment information, such as your credit card or debit card numbers, security codes, CVV, and related information used to authorize and process payment transactions, as well as a history of your payment transactions through the Platform.
Insurance Information: Details of your insurance coverage, including the identity of your insurance provider and your insurance account number, group number, and other policy information.
Pharmacy Information: Your pharmacy’s name, location, and contact information.
Messages and Related User Content: The contents of messages you share with your Healthcare Provider (together with any attachments, pictures, or other files included with such messages).
General Location Data: Your zip code or other general location information in the event you conduct a search for a provider or perform a similar location-based operation in the Platform. Note that such information is only collected and used by us temporarily to service your request and is not stored in our systems.
Form, Survey, or Document Submissions: The contents of any fillable forms, text fields, or survey responses you complete in or in connection with your use of the Platform, as well as the contents of any documents you or your Healthcare Provider upload to the Platform.
We collect information directly from you as you provide it or submit it through the Platform, including in connection with:
Registering for an account on the Platform;
Submitting fillable forms or messages to your Healthcare Provider, including as discussed in the section below titled “Two-Way Communications Services”;
Adding or updating your contact information, demographic information, or clinical information;
Requesting, scheduling, canceling, and/or confirming appointments with your Healthcare Provider;
Adding or updating your insurance information;
Adding or updating your pharmacy information;
Participating in virtual or “telehealth” appointments with your Healthcare Provider; and
Submitting a payment to your Healthcare Provider.
Your Healthcare Provider may also choose to upload or transmit certain information about you to the Platform and associate it with your account on the Platform. This information may include:
The contents of your electronic medical records, including any records maintained by acute or ambulatory electronic medical records providers that are linked to your account on the Platform by your Healthcare Provider.
Identifying information, demographic information, and clinical information maintained in your Healthcare Provider’s practice management systems.
Your treatment records and related clinical data included in messages transmitted between your Healthcare Providers.
Information regarding your existing insurance coverage provided by third-party insurance verification tools.
Additionally, as you navigate through and interact with our Platform, we or our third-party service providers may automatically collect certain traffic data, usage and device diagnostic information, and information about your computer equipment or mobile device, such as your IP address or mobile device ID, your browser and operating system, your wireless carrier, the geographic region from which you are accessing the Platform, time-stamped logs regarding access times and the duration of your use of the Platform, the pages of our Platform that you visit, configuration data, clickstream analytics, and your actions and patterns when you use our Platform (collectively, “Technical Information”). The technologies we use for this automatic data collection may include cookies that are stored on the browser of your computer or mobile device, small embedded electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs), and other types of embedded code. We collect this information to manage our content and improve users’ use of our Platform; to count and review the number of users of our Platform and their usage patterns; to track key performance indicators such as pages accessed, frequency of access, and other statistical information related to our Platform (for example, recording the popularity of certain content and verifying system and server integrity); to identify the portion of users who access our Platform via different web browsers or mobile operating systems; to recognize if a user is a return user of our Platform; to store information about a user’s visits; to remember a user’s preferences; and for similar purposes in connection with monitoring, operating, maintaining, and improving our Platform.
We may use the information we collect about you or that you provide to us under this Policy, including Personal Information, to:
Create, maintain, customize, and secure your account on the Platform.
Provide the Platform and its contents, features, and functionality to you.
Store this information on behalf of your Healthcare Provider and make this information available to your Healthcare Provider in conjunction with the healthcare services they provide to you and for other purposes determined in their discretion.
With respect to Technical Information, fulfill the purposes described in the section above titled “Traffic, Usage, and Computer/Device Information.”
Personalize your experience with our Platform and provide you with tailored promotional content, as described in the section below titled “Personalized Insights Program.”
Facilitate communications between you and your Healthcare Provider as further described in the section below titled “Two-Way Communications Services.”
Notify you about changes to our Platform.
Help maintain the safety, security, and integrity of our Platform, databases, and other technology assets and our business.
Provide you with support and respond to your inquiries and support requests relating to our Platform, including to investigate and address your concerns and to monitor and improve our responses.
Authenticate or otherwise verify your identity in connection with your requests and inquiries via the Platform or otherwise.
Respond to lawful requests for information through court orders, subpoenas, warrants, and other legal processes or obligations.
Enforce any contracts between you and us, or for the establishment, exercise, or defense of legal claims.
Evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as a going concern or as part of a bankruptcy, liquidation, or similar proceeding, in which Personal Information held by us is among the assets transferred.
Fulfill any other purpose for which you provide the information.
Serve any other purpose that we describe when you provide the information and for any other purpose with your consent.
We may convert or combine some Personal Information of users into de-identified or aggregated data that does not disclose any of the Personal Information of any individual user. We may use and disclose to third parties any such de-identified or aggregated data (including but not limited to traffic and usage data that does not identify you personally) for any lawful purpose.
Tracking involves the use of cookies, web beacons, or other embedded code or tracking technologies to collect, analyze, and store information on a user’s behavior over time on multiple sites, including information on the sites visited, products viewed, products purchased, and other online interactions. Tracking information can be used to enable companies to make interest-based (behavioral) advertising available to users on multiple sites that they visit.
We do not currently collect Personal Information about your online activities over time and across third-party sites for tracking purposes in connection with your use of the Platform. We also do not currently allow third parties to collect Personal Information through or using our Platform that could be used by them to analyze and store information about your online activities over time and across third-party sites for tracking purposes. Therefore, our Platform does not respond to any “do not track” signals sent by your computer or mobile device, and if your computer or mobile device sends a “do not track” signal to our Platform, our Platform will not treat you differently from users who do not send such signals.
For more information on how to disable certain tracking technologies, please visit the Network Advertising Initiative’s Consumer Opt-Out page at https://thenai.org/how-to-opt-out/ and the Digital Advertising Alliance’s Consumer Assistance page at https://youradchoices.com/.
With your consent, we may use your information in de-identified, tokenized form for marketing purposes as part of our personalized insights program (the “Personalized Insights Program”). For example, we may create a token containing certain patient demographic information about you and share this token with third parties we engage to deliver targeted, health-related materials (including educational materials), information, newsletters, and advertisements related to treatments and therapies specific to your health status (collectively “Promotional Materials”). These Promotional Materials may be provided by your health insurance plan, a pharmaceutical manufacturer, or another healthcare entity to us to provide to you. In certain circumstances, we may receive payment from these third parties in connection with our disclosure of Promotional Materials to you. Any information we provide to third parties in connection with the Personalized Insights Program is de-identified and does not contain your Personal Information or any other individually identifiable data
Please note that we will only use your information for marketing purposes if you have consented to such use in a signed authorization with us. You may revoke your consent to our use of your information for marketing purposes at any time by e-mailing us at authorizations@intelichart.com. Additionally, you may specifically opt out of the Personalized Insights Program by accessing the “My Account” page within your account on the Platform, navigating to the “Personalized Insights” tab, and selecting the applicable opt-out option. Individuals under the age of 18 are not permitted to participate in the Personalized Insights Program, and we do not otherwise use Personal Information provided by individuals under the age of 18 to distribute Promotional Materials.
If your Healthcare Provider has subscribed to one or more of our services enabling two-way communications between you and your Healthcare Provider (each, a Two-Way Communications Service”), we may use your Personal Information to provide such services. By way of example, we may use your Personal Information in connection with our Two-Way Communications Services as follows:
If you send an SMS text message to your Healthcare Provider, we may use your phone number to identify you and connect your communication to your account on the Platform. We may use the information included in your text message to direct your request to the staff member or other representative of your Healthcare Provider that is best positioned to assist you.
With your consent, your Healthcare Provider may send an SMS text message to you to inform you that you are due to schedule a medical appointment. We may use the information included in your response to directly schedule such appointment or to connect you with the staff member or other representative of your Healthcare Provider that is best positioned to assist in scheduling such appointment.
If you call your Healthcare Provider to schedule an appointment, we may use the information you provide about you (including your name, address, date of birth, and phone number) and your requested appointment (including the appointment type, practice, and location) to identify you, connect your request to your account on the Platform, and schedule your appointment.
We may use artificial intelligence or similar automated tools and technologies (collectively “AI”) to process your Personal Information in connection with our Two-Way Communications Services. In particular, we may use AI to analyze the contents of incoming calls or text messages, direct incoming calls or text messages to the appropriate staff members or other representatives of your Healthcare Provider, and to refine or otherwise troubleshoot the functionality of our Two-Way Communications Services. We may also use AI voice assistants or chat agents to collect certain information needed to address your request, including requests to schedule an appointment over the phone or via text message. We may engage third-party providers of AI tools and technologies to support these services (as described in the section below titled “Disclosure of Your Information”).
By registering for and using our Platform, you direct us to disclose (and you consent to our disclosure of) your Personal Information to your Healthcare Provider for their use in conjunction with the healthcare services they provide to you and for other purposes determined in their discretion. You or your Healthcare Provider may also direct us to disclose your information (including the contents of your electronic medical records) to other providers or entities involved in your healthcare treatment activities through integrations embedded in the Platform. You should review your Healthcare Provider’s privacy policy or consult your Healthcare Provider for more information regarding their use, disclosure, and processing of this information.
Additionally, we may disclose your information to the following third parties (or such third parties may collect your information on our behalf through the Platform):
With your consent pursuant to a signed authorization, we may disclose your information in tokenized, de-identified form to certain marketing service providers who assist us in administering the Personalized Insights Program, as further described in the Section above titled “Personalized Insights Program.”
With your consent pursued to a signed authorization, we may disclose your Personal Information to certain insurance placement intermediaries we engage to provide you with information regarding your eligibility for various insurance products or services.
We may disclose your information to our affiliates or to any contractors and other service providers who need to know such information (or such contractors or service providers may collect information directly from you on our behalf) to provide services to us that support our hosting, maintenance, operation, and promotion of the Platform. For example, we may disclose your information to third-party communications providers to administer our Two-Way Communications Services, to third-party AI platforms that provide the AI tools or technologies underlying our Two-Way Communications Services, to payments gateways and other billing agents as needed to process your payments through the Platform, to healthcare clearinghouses for the purposes of verifying your insurance coverage, and to document authentication and fraud prevention providers to identify and extract readable text in the documents you submit through the Platform.
We may disclose Personal Information to our affiliates or to a buyer or other successor to our business in the event of a sale of equity or assets, reorganization, merger, divestiture, or a similar corporate transaction (including any due diligence review with respect to such proposed transaction), whether as a going concern or as part of a bankruptcy, liquidation, or similar proceeding.
We may disclose Personal Information to comply with any court order, law, or legal process, including to meet national security and law enforcement requirements or to respond to any government or regulatory request or audit.
We may disclose Personal Information to enforce or apply any legal agreements between us and you, or if we believe disclosure is necessary or appropriate to protect the rights, property, or safety of our users or others.
We may also disclose your Personal Information for any purpose disclosed when the information is provided, and for any other purpose with your consent.
You have certain choices regarding the Personal Information you provide to us. You can set your browser or configure your mobile device to refuse all or some cookies. If you choose not to accept cookies, you may be unable to access certain parts or pages of our Platform, or certain parts or features of our Platform may not function property. Additionally, if you have provided your consent to our use of your Personal Information for marketing purposes, you can withdraw your consent as set forth above in the section titled “Personalized Insights Program.”
Certain laws may grant you rights to access, amend, or delete your Personal Information, and your Healthcare Provider may offer you additional rights with respect to the Personal Information they collect about you through the Platform. Please note that because we collect and process your Personal Information on your Healthcare Provider’s behalf and under your Healthcare Provider’s control and direction, we cannot independently honor or act upon such requests without separate authorization from your Healthcare Provider. If you would like to exercise any rights available to you with respect to your Personal Information submitted through the Platform, please direct such requests to your Healthcare Provider. We will honor any such requests in accordance with the terms of our contractual agreement with your Healthcare Provider.
Our Platform may include links to blogs, social media, and third-party websites. These third-party sites have their own privacy policies and terms of use and are not controlled by this Policy. You should carefully review any terms, conditions, and policies of such third-party sites before visiting them or supplying them with any Personal Information. If you follow a link from our Platform to any third-party site, any information you provide to that site will be governed by its own terms of use and privacy policy and not this Policy.
We are not responsible for the privacy or security of any information you provide to a third-party website or the information practices used by any third-party site, including those that are accessed via links from our Platform. We make no representations, express or implied, concerning the accuracy, privacy, safety, security, or the information practices of any third-party site. The inclusion of a link to a third-party site on our Platform does not constitute any type of endorsement of the linked site by us. We are not responsible for any loss or damage you may sustain resulting from your use of any third-party website or any information you share with a third-party website.
The California Civil Code permits California residents with whom we have an established business relationship to request that we provide a list of certain categories of Personal Information that we have disclosed to third parties for their direct marketing purposes during the preceding calendar year. To make such a request, please send an e-mail to info@intelichart.com or otherwise contact us using the information set forth below. Please mention that you are making a “California Shine the Light” inquiry.
Nevada residents who wish to exercise their sale opt-out rights under Nevada Revised Statutes Chapter 603A may submit a request to this designated address: info@intelichart.com. Please mention that you are making a “Nevada Sale Opt-Out Right” request.
Our Platform is hosted in the United States and is provided from the United States. The Platform is not intended to be used by individuals located outside of the United States at this time. If you are a resident of any country other than the United States, please note that by providing your Personal Information to us, you are consenting to the transfer of your Personal Information to the United States and other jurisdictions and to our use and disclosure of your Personal Information in accordance with this Policy.
Our Platform is not intended for children under 13 years of age, and no one under the age of 13 may provide any information to us or others on or using our Platform. We do not knowingly collect Personal Information from children under the age of 13. If you are under 13 years of age, do not use our Platform or provide any information about yourself to us. If we learn we have collected or received Personal Information from a child under 13 years of age without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under the age of 13, please contact us at info@intelichart.com.
We have implemented measures designed to secure your Personal Information from accidental loss and from unauthorized access, use, alteration, and disclosure. For example and without limitation:
All PHI you provide to use is encrypted at-rest and in-transit using modern encryption technologies.
We maintain comprehensive audit trails for all access to and modifications of PHI and continuously monitor our systems for suspicious activity.
We have obtained and maintain industry-standard certifications attesting to our use of reasonable and appropriate data security measures.
The safety and security of your information also depends on you. When we have given you (or when you have chosen) a password for access to certain parts of our Platform, you are responsible for keeping that password confidential. We ask you not to share your password with anyone. Unfortunately, the transmission of information over the Internet is not completely secure. Although we have implemented security measures that we think are adequate, we cannot guarantee the security of your Personal Information transmitted to or using our Platform. Any transmission of Personal Information is at your own risk. We are not responsible for the circumvention of any privacy settings or security measures contained on our Platform.
We will retain your Personal Information in accordance with the applicable contractual commitments included in our agreement with your Healthcare Provider. For more information regarding your Healthcare Provider’s practices for retaining or deleting your Personal Information collected through the Platform, please contact your Healthcare Provider.
We post any changes we make to our Policy on this page. If we make material changes to how we treat Personal Information collected under this Policy, we will notify you through a notice in the Platform. The date this Policy was last revised is identified at the top of the page. You are responsible for periodically visiting the Platform and this Policy to check for any changes.
We are InteliChart, LLC, a North Carolina limited liability company with headquarters in Charlotte, North Carolina. To ask questions or submit comments about this Policy or our privacy practices, you may contact us:
Via E-mail: info@intelichart.com
Via Telephone: (704) 347-0661
Via Postal Mail: 6416 Rea Rd., Suite B7, #77498, Charlotte, NC 28277