Privacy Policy

Protecting your privacy is important to CompleteCare, Inc. (“CC”). CC understands the responsibility to protect non-public personal information obtained in connection with providing a financial service to a customer (the “Information”).

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The following describes how CC protects the confidentiality of Information provided by you or collected from others; and how the Information is used and applies to individuals who obtain or have obtained from us a financial service used primarily for personal, family, or household purposes.

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CC will not disclose Information except as noted in this policy or as permitted by law.

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CC does not sell Information or customer lists to third parties but may provide Information to affiliated entities.

CompleteCare Inc. ("CC") operates as a Business Associate under the Health Insurance Portability and Accountability Act of 1996 (HIPAA). We handle Protected Health Information (PHI) on behalf of our clients (healthcare providers) solely for the purpose of revenue cycle management, which includes insurance billing, patient billing, and early-out account resolution. CC complies fully with the HIPAA Privacy Rule, Security Rule, and Breach Notification Rule.

CC does not engage in bad debt collection services. Our services are limited to insurance billing, patient billing for current balances, and early-out patient responsibility services. We do not report to credit bureaus, nor do we engage in collections for accounts that are classified as bad debt.

In addition to the information noted above, CC collects and processes the following types of information solely for purposes of healthcare billing and revenue cycle management:

• Patient demographic information (name, address, date of birth, phone number, email).

• Insurance policy details.

• Medical service information necessary for billing (date of service, type of service, procedure codes, diagnosis codes).

• Financial responsibility information (copayments, deductibles, coinsurance, and balances due).

• Payment method information (if payments are processed through our platform).

• Communication history related to account resolution (phone calls, emails, texts).

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Our website may use cookies and similar tracking technologies to improve user experience and analyze website usage. No PHI is collected through these methods.

The CC affiliates work together to provide customers with a broad range of services. CC and its affiliates may share Information from our account records, such as:

• Name, address and social security number

• Account balances and account history

• Payment history

Federal law allows us to share Information with affiliated entities.

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CC may share Information with our affiliates to provide additional services, to enhance customer service and otherwise as permitted by law. We also reserve the right to share Information with new affiliates created or acquired in the future.

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Information is used for the following purposes:

• Submitting claims to insurance payors.

• Processing patient payments for current balances.

• Providing billing and statement services to patients.

• Communicating with patients regarding balances or billing questions.

• Managing denials and appeals on behalf of healthcare providers.

• Compliance with legal and regulatory requirements.

CC provides services for and shares Information with Health Care Institutions in relation to your account with them. The Health Care Institutions provide CC with Information including without limitation your account balance and an itemization and accounting of services rendered, and CC provides Health Care Institutions with Information including without limitation the status of servicing and collecting the balance on your account. The relationship between CC and Health Care Institution, including information sharing, extends to all affiliated entities of each.

CC may share some or all of Information we obtain, as described above, with businesses that perform services on our behalf. These companies are contractually obligated to comply with federal law concerning Information.

CC does not disclose Information about former customers, except as permitted by law and as set forth above.

CC maintains physical, electronic, and procedural safeguards to protect Information.

CC implements a range of technical, administrative, and physical safeguards to protect your information. These include:

• Encryption of data in transit and at rest.

• Role-based access controls.

• Secure firewalls and intrusion detection systems.

• Regular security audits.

• Employee training on privacy and security obligations.

These companies or divisions include the following: CompleteCare and Health Care Institutions. If you desire a list of affiliates of a Health Care Institution that is provided Information, please contact the Health Care Institution.

CC attempts to maintain the accuracy of Information. If you believe CC has incorrect Information about you, please notify us. CC will investigate your concerns and promptly correct any erroneous Information.

Under HIPAA, patients have the following rights regarding their Protected Health Information:

• The right to access and receive a copy of their billing information.

• The right to request corrections to inaccurate information.

• The right to request restrictions on certain uses and disclosures.

• The right to request confidential communications.

• The right to file a complaint if privacy rights are believed to be violated.

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If you are a resident of certain states, you may have additional rights regarding access to and deletion of your personal information under applicable state privacy laws.

This policy is intended to comply with applicable federal and state privacy laws, including but not limited to the Health Insurance Portability and Accountability Act (HIPAA) and relevant state consumer privacy laws.

CC will provide our privacy policy annually, as long as you maintain an ongoing relationship with us. If you have questions about this privacy policy, please contact CC.