Privacy Policy | Lifeline IQ

Lifeline IQ ("Lifeline IQ," "we," "us," or "our") provides full-service revenue cycle management and operational software for Emergency Medical Services (EMS) agencies. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at www.lifelinerevenue.com (the "Site") or use the Lifeline IQ platform (the "Platform"). Please read this policy carefully. By accessing or using our Site or Platform, you agree to the terms of this Privacy Policy.

1. Information We Collect

a. Information You Provide

Contact & Account Information — name, email address, phone number, job title, and organization name when you create an account, schedule a call, submit a form, or contact us.
Billing & Payment Information — payment card details, billing address, and banking information processed through our third-party payment processor (Stripe). We do not store full payment card numbers on our servers.
Communications — records of correspondence when you email us, use our chat features, or call our support line.

b. Information Collected Automatically

Device & Usage Data — IP address, browser type, operating system, referring URLs, pages viewed, time spent, and clickstream data.
Cookies & Tracking Technologies — cookies, pixels, and similar technologies used by our analytics and marketing tools (see Section 5 below).
Log Data — server logs that record requests made to our Site and Platform, including timestamps and system activity.

c. Protected Health Information (PHI)

In the course of providing EMS billing and revenue cycle management services, we may process Protected Health Information as defined under the Health Insurance Portability and Accountability Act of 1996 ("HIPAA"). The handling of PHI is governed by our Business Associate Agreements ("BAAs") with our clients and is subject to the additional protections described in Section 6 below. PHI is never used for marketing purposes.

2. How We Use Your Information

We use the information we collect to:

Provide, operate, and maintain our Site and Platform.
Process claims, manage revenue cycles, and deliver billing services on behalf of our EMS agency clients.
Respond to inquiries, send service-related communications, and provide customer support.
Improve our services through analytics and aggregated, de-identified usage data.
Send marketing communications (only with your consent — you may opt out at any time).
Detect, prevent, and address technical issues, fraud, and security incidents.
Comply with legal obligations, including HIPAA, state privacy laws, and applicable regulations.

3. How We Share Your Information

We do not sell your personal information. We may share information in the following limited circumstances:

Service Providers — trusted vendors who perform services on our behalf (hosting, payment processing, analytics, email delivery, customer support). Each provider is contractually required to protect your data and use it only for the purposes we specify.
Business Partners — clearinghouses, insurance payers, and healthcare entities as necessary to process claims and complete billing transactions on behalf of our clients, in accordance with applicable BAAs.
Legal Requirements — when required by law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of Lifeline IQ, our users, or others.
Business Transfers — in connection with a merger, acquisition, reorganization, or sale of assets, your information may be transferred as part of that transaction.

4. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this policy, comply with legal obligations, resolve disputes, and enforce our agreements. For healthcare-related records processed on behalf of clients, retention periods are governed by applicable federal and state regulations (typically a minimum of six years for HIPAA-covered records). When data is no longer needed, it is securely deleted or de-identified.

5. Cookies & Tracking Technologies

Our Site uses the following categories of cookies and trackers:

Essential Cookies — required for basic site functionality (session management, security).
Analytics Cookies — Google Analytics to understand how visitors interact with our Site. Data is aggregated and does not identify you personally.
Marketing Cookies — HubSpot tracking for lead attribution and to improve the relevance of our communications.

You can control cookie preferences through your browser settings. Disabling cookies may affect certain Site functionality. Most browsers allow you to refuse or delete cookies. For more information, visit www.allaboutcookies.org.

6. HIPAA Compliance & Protected Health Information

Lifeline IQ acts as a Business Associate under HIPAA when processing PHI on behalf of our Covered Entity clients (EMS agencies and billing companies). Our HIPAA commitments include:

Business Associate Agreements — we enter into BAAs with every client whose PHI we process, defining our obligations and permitted uses.
Administrative Safeguards — workforce training, access controls, and incident response procedures.
Technical Safeguards — encryption of data at rest (AES-256) and in transit (TLS 1.2+), role-based access controls, multi-factor authentication, and audit logging.
Physical Safeguards — our infrastructure is hosted in SOC 2-compliant data centers with physical access controls.
Breach Notification — in the event of a breach of unsecured PHI, we will notify affected clients within the timeframes required by HIPAA (no later than 60 days of discovery).

PHI processed through our Platform is never used for marketing, is never sold, and is only accessed by authorized personnel on a need-to-know basis.

7. Data Security

We implement commercially reasonable administrative, technical, and physical security measures designed to protect your information, including:

Encryption at rest and in transit.
Multi-factor authentication for platform access.
Role-based access controls and least-privilege principles.
Regular security assessments and vulnerability scanning.
Audit logging of data access and system activity.
Incident response and breach notification procedures.

While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security.

8. Your Rights & Choices

Depending on your jurisdiction, you may have the following rights regarding your personal information:

Access — request a copy of the personal information we hold about you.
Correction — request that we correct inaccurate or incomplete information.
Deletion — request that we delete your personal information, subject to legal retention requirements.
Portability — request your data in a structured, commonly used format.
Opt-Out of Marketing — unsubscribe from marketing emails at any time using the link in any email or by contacting us.
Do Not Sell — we do not sell personal information. No action is required on your part.

To exercise any of these rights, contact us at privacy@lifelinerevenue.com. We will respond within the timeframe required by applicable law (typically 30–45 days).

California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA), including the right to know what personal information we collect, the right to delete, and the right to opt out of the sale or sharing of personal information. As stated above, we do not sell or share personal information as defined by the CCPA/CPRA. To submit a request, email privacy@lifelinerevenue.com.

9. Third-Party Links

Our Site may contain links to third-party websites or services (e.g., scheduling tools, blog platforms). We are not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies before providing any personal information.

10. Children's Privacy

Our Site and Platform are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will take steps to delete it promptly. If you believe a child has provided us with personal information, please contact us.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the "Effective Date" at the top of this page and, where appropriate, notify you by email or through our Platform. We encourage you to review this policy periodically.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: