Privacy Policy

Types of Information Collected

Collection of Personal Information

To provide our referral management services, we may collect personally identifiable information, including:

• Agency staff names and contact information
• Professional credentials and licensing information
• Patient referral information
• Insurance information
• Medical details necessary for referral processing
• Service area and operational capability information
• Contact information, including email address, phone number, and business address
• Payment and subscription information

We may also collect non-identifiable, aggregated, or anonymized information, such as usage statistics and referral volume metrics.

We collect personal information only when it is voluntarily provided by you or when necessary to deliver the Services.

Information You Provide

You may provide personal information when you:

• Register for an account
• Configure agency or operational settings
• Upload and process patient referrals
• Participate in surveys or feedback requests
• Contact customer support
• Submit payment information

We may collect additional categories of information as our Services evolve.

Use of Personal Information

Complete Intake, Inc. uses personal information to:

• Operate and deliver the Services
• Process and validate patient referrals and insurance information
• Maintain accounts and subscription services
• Improve AI-driven document processing and data extraction
• Communicate account-related notices and updates
• Enforce contractual obligations and billing activities
• Notify Users of changes to services or policies
• Analyze usage patterns to enhance performance and functionality
• Carry out other purposes with your consent

We do not use patient data for advertising purposes.

Specialized Data Processing and AI Use

The Services use automated and AI-enabled processes, including:

• Optical Character Recognition (OCR)
• Machine learning-based extraction of referral data
• Automated referral validation
• Retrieval Augmented Generation (RAG) for referral summaries
• Robotic Process Automation (RPA) for insurance verification

These processes are designed to support healthcare operations while maintaining strict data privacy and security standards.

Protected Health Information and HIPAA Compliance

Complete Intake processes Protected Health Information ("PHI") as defined under HIPAA and operates as a Business Associate where applicable.

We implement administrative, technical, and physical safeguards, including:

• Encryption of PHI at rest and in transit
• Role-based access controls
• Security audits and assessments
• Workforce training
• Business Associate Agreements with applicable vendors

Users are responsible for handling PHI in compliance with HIPAA and applicable healthcare laws. Unauthorized or improper use of patient data is prohibited.

Sharing Information with Third Parties

We do not sell or rent personal information or patient data.

We may share information with trusted service providers solely to:

• Process insurance verification
• Process payments
• Provide customer support
• Perform analytics
• Support OCR and document processing

All service providers are contractually obligated to protect data confidentiality and comply with applicable privacy and healthcare regulations.

We may disclose information when required by law or to:

• Comply with legal process
• Protect Company rights or property
• Prevent fraud or security incidents
• Protect user or public safety

Right to Deletion

Upon receipt of a verifiable request, we will delete personal information unless retention is required to:

• Fulfill contractual obligations
• Detect or prevent security incidents
• Debug and repair system errors
• Comply with legal or regulatory requirements
• Maintain records for legitimate business purposes
• Satisfy healthcare record retention laws

Children Under Thirteen

The Services are intended for healthcare professionals and organizations. We do not knowingly collect information from children under 13.

Communications

We may contact you regarding account activity, system alerts, service updates, or surveys. You may opt out of promotional communications, but administrative communications will continue as necessary.

Data Security Measures

We employ industry-standard safeguards, including:

• Encryption
• Access controls and multi-factor authentication
• Security monitoring and incident response
• Employee training
• Secure backups and recovery systems
• Data loss prevention measures

User Rights

You may request:

• Access to your personal information
• Correction of inaccurate data
• Deletion of information, subject to legal exceptions
• Restrictions on processing
• Data portability where applicable
• Information about data sharing practices

Changes to This Policy

We may update this Policy periodically. Material changes will be communicated through the Services or by email. Continued use of the Services constitutes acceptance of the updated Policy.