Draft for review: have your attorney review this text before the site goes live.
This policy explains what information InCareMD collects through this website, why we collect it, who we share it with, how long we keep it and the choices you have. In short: we collect what you give us so we can answer you, we do not sell your information, and this website is not a place for patient health information.
On this page
- Who we are
- What this policy covers
- Information we collect
- How we use information
- Legal bases
- How we share information
- Cookies and browser storage
- How long we keep information
- How we protect information
- Your privacy rights
- Do Not Track and Global Privacy Control
- Children
- International transfers
- Patient health information
- Changes to this policy
- Contact us
Who we are
InCareMD provides front desk support, medical billing and revenue cycle management, and medical marketing for healthcare providers, together with the Pulseline and MDClaim360 software. In this policy, "we," "us" and "our" mean InCareMD. Our offices are:
- Headquarters, United States: 12910 Cloverleaf Center Dr, Suite 110, Germantown, MD 20874, United States
- Operations office, Australia: 6/13 Hunter St, Parramatta NSW 2150, Australia
What this policy covers
This policy covers information collected through this website, including its forms, booking tool, newsletter sign-up, live chat with our team and Ava, the website assistant. It does not cover patient information we handle for our clients under a business associate agreement (see Patient health information), or websites we link to.
Information we collect
Information you give us
- Contact and booking requests: your name, practice name, email, phone number, the service you are interested in, your message, your consent choice and, when you book a free review, the date and time you pick.
- Job applications: your name, email, phone number, the role you are applying for, your experience, languages, location, availability, start date, an optional LinkedIn, resume or portfolio link, your message and your consent choice.
- Newsletter: your email address and the date you subscribed or unsubscribed.
- Live chat with our team: your name, your email if you give it, the page you started from, your messages, our replies and any rating you leave.
- Chats with Ava: the messages you type or speak to Ava and her replies.
Information collected automatically
- Server and security logs: like most websites, our servers and hosting provider may record technical details of each request, such as your IP address, browser type, the page requested and the time. We use them to keep the site running and secure.
- Abuse protection: we briefly use your IP address in memory to limit repeated requests, for example too many form submissions in a short time.
- Ava session data: a random session code in a cookie and a salted, one-way hash of your IP address, so only your browser can reopen your chat. We never store the IP address itself for Ava chats.
- Usage counts: simple daily totals, such as the number of Ava conversations, bookings and messages. These counts do not identify you. We do not use third-party analytics, advertising cookies or tracking pixels.
Information from other sources
If you contact us by email or phone, or meet with us, we may add what you tell us to your record so we can follow up.
How we use information
- To answer your questions, schedule and hold your free review and send you the calendar invitation and reminders.
- To prepare a quote and, if you become a client, to set up and provide our services.
- To review job applications and contact applicants.
- To send the newsletter to people who asked for it. Every newsletter email includes a one-click unsubscribe link.
- To run live chat and Ava, including showing your conversation back to you.
- To keep the website secure, prevent abuse and fix problems.
- To understand, in aggregate, how the site is used so we can improve it.
- To meet legal obligations and to establish or defend legal claims.
We do not sell personal information, and we do not share it for cross-context behavioral advertising.
Legal bases
Where laws such as the EU or UK General Data Protection Regulation apply, we rely on these legal bases: taking steps you ask for before entering a contract, and performing a contract (answering inquiries, bookings and services); our legitimate interests in running, securing and improving our business and website (security logs, usage counts, follow up on inquiries); your consent (newsletter, and where required for applications), which you can withdraw at any time; and compliance with legal obligations.
Cookies and browser storage
We use only the cookies and browser storage this website needs to work. There are no advertising or cross-site tracking cookies.
Cookies
- ava_sid (strictly necessary): a random code that links your browser to your Ava chat. Secure and HttpOnly. Expires when the chat is deleted, at most 24 hours after it starts.
- icm_admin (staff only): keeps InCareMD team members signed in to the admin portal. Expires after 12 hours.
- icm_oauth (staff only): protects the Microsoft sign-in step for team members. Expires after 10 minutes.
Browser storage
- icm-live (local storage): lets you continue a live chat with our team after you reload the page.
- ava (session storage): remembers the state of the Ava panel while your tab is open.
- ava-neural-voice (local storage): remembers whether your device is fast enough for Ava's natural voice.
- Page preferences (session storage): remembers small things for the current visit, such as whether you have seen the welcome animation or an offer, and your scroll position.
You can clear cookies and storage in your browser settings at any time. If you block them, the site still works, but Ava and live chat may not remember your conversation.
How long we keep information
- Ava chats: deleted automatically 24 hours after they start. You can delete one sooner with the "Start a new chat" button.
- Live chat, inquiries and bookings: kept as long as needed to follow up, provide our services and keep business records, then deleted.
- Job applications: kept while we consider your application and for a reasonable time afterward in case a suitable role opens, unless you ask us to delete it sooner.
- Newsletter: kept until you unsubscribe. After that we keep only your email address and unsubscribe date so we can honor your choice.
- Backups: copies of website data in our backups are replaced on a rolling schedule.
How we protect information
The website uses encrypted connections (HTTPS). Admin access is limited to named team members with individual accounts, roles that limit what each person can see, and passwords stored only as salted hashes. Ava chats are bound to your browser and automatically deleted. No method of transmission or storage is completely secure, so we cannot promise absolute security, but we work to protect your information and review our safeguards regularly. Read more on our Security page.
Your privacy rights
Depending on where you live, you may have the right to:
- Know what personal information we hold about you and get a copy of it.
- Correct information that is wrong.
- Delete your information.
- Receive your information in a portable format.
- Object to or restrict certain uses, and withdraw consent you have given.
- Opt out of the sale or sharing of personal information. We do not sell or share it, but you can still ask.
- Not be treated differently for using these rights.
California residents have these rights under the California Consumer Privacy Act, as amended. We do not sell personal information or share it for cross-context behavioral advertising, and we do not use sensitive personal information to infer characteristics about you. You may use an authorized agent to make a request.
Australia: we handle personal information in line with the Privacy Act 1988 and the Australian Privacy Principles. You may ask to access or correct your information. If you are not satisfied with our response to a complaint, you may contact the Office of the Australian Information Commissioner.
EU and UK visitors: you have the rights listed above under the GDPR and UK GDPR, and you may complain to your local data protection authority.
To make a request, email contact@incaremd.com or call (833) 4-CARE-98. We will confirm your request, verify your identity by matching details you have given us, and respond within the time the law requires. Unsubscribe from the newsletter at any time with the link in any newsletter email.
Do Not Track and Global Privacy Control
We do not track you across other websites. If your browser sends a Global Privacy Control signal, we treat it as a request to opt out of the sale or sharing of your personal information for that browser. We do not sell or share personal information in any case. There is no common standard for Do Not Track signals, so we do not respond to them separately.
Children
This website is for healthcare businesses and job applicants. It is not directed to children, and we do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, contact us and we will delete it.
International transfers
We have offices in the United States and Australia, and our service providers may process information in other countries. When information moves between countries, we protect it as this policy describes and use contractual or other safeguards where the law requires them.
Patient health information
This website is for business inquiries only. Please do not send patient health information through its forms, live chat or Ava. Patient information we handle for our clients is protected by HIPAA and by a business associate agreement with each client, not by this policy. Read our HIPAA notice.
Changes to this policy
We may update this policy from time to time. We will change the "Last updated" date at the top and, for significant changes, give notice on this website or by email where appropriate.
Contact us
Questions about this policy or your information:
- Email: contact@incaremd.com
- Phone: (833) 4-CARE-98 (Mon–Fri 9 AM–5 PM EST)
- Mail: InCareMD, 12910 Cloverleaf Center Dr, Suite 110, Germantown, MD 20874, United States
- Mail: InCareMD, 6/13 Hunter St, Parramatta NSW 2150, Australia