Thank you for using Sprite Health! Sprite Health, Inc., its subsidiaries, and its affiliates (“Sprite Health” or “we” or “us”) have established this Digital Platform Privacy Policy (“Policy”) to describe how we collect, use, and share Personal Information through the Sprite Health member and employer facing websites. These websites include: the Sprite Health welcome portal, member portal, employer portal, mobile applications, and other digital services (collectively, the “Digital Platform”).

This Policy applies to all individuals and entities who use or access our Digital Platform, including authorized users representing their company, its employees, or other persons using or accessing the Digital Platform individually (each user shall be referred to in this policy as “you”). If you are agreeing to these terms on behalf of a business or an individual other than yourself, you represent and warrant to us that you have the authority to bind that business or other individual to this Policy, and, therefore, your agreement to this Policy will constitute the agreement of and will bind such business or individual. In that event, “you” in this Policy also refers to that business or individual. By clicking the applicable button to accept this Policy or by accessing or using our Digital Platform, you agree to be bound by this Policy as of the date of such action.

This Policy does not apply to:

  • Third party sites or applications to which we provide access through our Digital Platform. These sites or applications set their privacy policies and practices independent of Sprite Health. We encourage you to review the privacy policies of these sites and applications before you access, enroll in, or use them.

  • Your health plan’s privacy practices as they relate to protected health information (“PHI”) as defined in the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”). Please refer to your health plan’s notice of privacy practices for information about how your health plan handles PHI.

1. Personal Information We Collect

When you interact with our Digital Platform, we collect four types of Personal Information: (1) information necessary for the use of our Digital Platform, (2) information you choose to provide to us through our Digital Platform, (3) information that is automatically collected through your use of our Digital Platform, and (4) information we collect from third parties for your use of our Digital Platform. Personal Information is any information that relates to you, identifies you personally, or could be used to identify you, such as your user ID, name, e-mail address, phone number, and address.

The information we collect about you through the Digital Platform for the purposes of administering your health plan constitutes PHI and we limit our collection of that PHI as required by HIPAA.

1.1 Information necessary for the use of our Digital Platform

To register for and use certain portions of the Digital Platform, you may be required to provide Personal Information to create and verify your account, such as:

  • Account Information. To create an account on our Digital Platform, we may require you to provide information, including your full name, e-mail address, phone number, subscriber ID, and date of birth.

  • Identity Verification Information. To verify your account, we may collect identity verification information such as the primary subscriber’s ID number, the last four digits of the primary subscriber’s Social Security Number (SSN), or the primary subscriber’s employee ID number.

  • Communication and Privacy Preferences. When creating your account, you may be required to specify communication and privacy preferences. You can change these preferences at any time.

1.2 Information you choose to provide to us through our Digital Platform

You may choose to provide us with additional Personal Information to use certain features of our Digital Platform.

  • Contact and Account Information. You may choose to provide alternate contact information for yourself and/or your dependents when registering for the Digital Platform. As an employer, you may also choose to provide company or employee-related information, such as enrollment and eligibility data, through our Digital Platform for purposes of administering your company’s health plan and benefits.

  • Information Relating to Specific Health Conditions or Claims.You may choose to provide us with information relating to your health and benefits, such as your health history, specific claims, prescriptions, proofs of payment, and medical provider information, for purposes such as communicating with our Care Concierge teams, submitting claims for reimbursement, conducting a health risk assessment, or personalizing your experience.

  • Communications with our Care Concierge Teams. You may choose to engage with our Care Concierge teams through our Digital Platform. If you do so, you may choose to provide personal information such as your name, subscriber ID, claim information, medical provider information, prescriptions, or other health related information to enable our Care Concierge teams to answer your questions or to service your account.

  • Information About your Experiences with Our Services.You may choose to participate in surveys to provide feedback about your experience with our Digital Platform.

  • Access to Device and Usage Information.You may choose to provide us access to information on your device, including but not limited to, your calendar, call history, and location. You are not required to provide us with this access, but if you choose not to, you may not be able to use certain features of our Digital Platform.

1.3 Information that is automatically collected through your use of our Digital Platform

When you use our Digital Platform, we automatically collect information about the services you use and how you use them. This information is necessary to provide and improve functionalities of our Digital Platform and to comply with contractual and legal obligations.

  • Device and Connection Information.We automatically collect certain information when you access or use our Digital Platform, even if you have not created an account for or logged into our Digital Platform. This information includes your browser type, device information and settings, operating system information, IP address, access dates and times, and any links you clicked to navigate to our Digital Platform. Collecting this information allows us to customize your experience and content when using our Digital Platform.

  • Tracking Technologies. We use cookies and other tracking technologies for authentication, remembering your settings and preferences, and analyzing your clicks and movements on our sites. You can control the use of cookies through your browser.

  • Usage Information.We collect information about your interactions with our Digital Platform, such as the content you view, the links you click, and your search queries. We also may track when you open messages from us if your computer supports this type of program.

  • Geo-location.When you use certain features of our Digital Platform, we may collect information about your approximate location through your IP address or your precise location through your device’s geo-location data, if authorized by you, to offer you an improved experience. You may control the collection of GPS location data in your device or browser settings.

1.4 Information we collect from third parties for your use of our Digital Platform

To the extent permitted by applicable law, we may receive additional information about you from publicly available sources, third party service providers, and/or your health plan’s benefit partners and combine it with the information we have about you to provide a more personalized experience.

1.5 Information not intended for collection

Our Digital Platform is not for use by children under the age of 13. If you learn that your child has used our Digital Platform to provide us with their Personal Information without your consent, please e-mail us at privacy@spritehealth.com.

Our Digital Platform operates in the United States (U.S.) and is not targeted to individuals who reside in the European Economic Area (EEA) or other countries outside of the U.S. If you believe we may have inadvertently collected information from you in the EEA or outside of the U.S., please e-mail us at privacy@spritehealth.com.

2. How We Use the Personal Information We Collect

We use, store, and process the Personal Information that you provide to us or that we collect about you to: (1) provide and improve our Digital Platform, (2) provide you with health plan and benefits information, (3) provide health plan and benefits administration services, and (4) comply with legal requirements and for safety purposes. We limit our use of PHI as required by HIPAA.

2.1 Provide and Improve Our Digital Platform

We use information collected about you to deliver and improve your experience with our Digital Platform, such as:

  • Enable you to register for our Digital Platform and access your account;

  • Enable you to sign up to receive information about our products and services;

  • Authenticate you to our Digital Platform and other third party sites from your benefit partners;

  • Communicate with you;

  • Provide you with content related to our services;

  • Personalize your digital health experience;

  • Collect additional feedback about your experience; and

  • Conduct research and analytics to improve our products and services.

2.2 Provide You with Health Plan and Benefits Information

We may use the information collected from you when using our Digital Platform to notify you of account activity or other benefits related information. Example notifications include:

  • Account activity, such as a new claim received or the availability of a new Member Benefits Statement;

  • New eligible benefits offered by your employer;

  • Benefits and services that might be specifically relevant to you; and

  • Platform security and availability alerts or announcements.

2.3 Provide Health Plan and Benefits Administration Services

We may use the information you provide to us through our Digital Platform to perform services related to the administration of your health plan and benefits, such as:

  • Communicate with you through our platform;

  • Process claims you have submitted to us;

  • Add appointment reminders to your calendar; and

  • Perform coordination of care services.

2.4 Comply with Legal Requirements and for Safety Purposes

We use certain information collected through your use of our Digital Platform for the purposes of protecting your data and for complying with legal obligations, such as:

  • Prevent and detect harmful activity including security incidents, spam, fraud, and abuse;

  • Investigate suspected security incidents;

  • Comply with legal obligations;

  • Enforce this Privacy Policy and any other terms you have agreed to; and

  • Resolve any disputes and enforce our agreements with third parties.

3. Sharing Your Information

We may share the information provided by you or collected by us through the use of our Digital Platform for legitimate business purposes in accordance with HIPAA.

3.1 Sharing for Purposes of Administering your Health Plan and Benefits

We may share the information described in Section 1 above for the purposes of administering your health plan and benefits. Your information may be shared with your health plan and any benefit partners or other third parties who assist in the administration of your health plan, for legitimate health plan and benefits administration purposes.

3.2 Sharing with Third Party Service Providers

Sprite Health uses a variety of third party service providers, such as internet service providers, website analytics providers, hosting providers, and software platforms to help us provide our Digital Platform. We may share the information described in Section 1 above with these third party service providers. When we do so, we will only provide the information necessary for the third party to perform its agreed upon services.

3.3 Sharing with Company Affiliates

To support us in providing our Digital Platform, we may share the information described in Section 1 above with our affiliated companies or subsidiaries for purposes of providing services to you. We will never share or sell your information to affiliated companies or subsidiaries for direct marketing purposes without your explicit consent.

3.4 Sharing for Business Transactions

If Sprite Health is involved in any merger, acquisition, sale of assets, bankruptcy, or insolvency event, we may sell or transfer some or all of our assets, including all or a portion of your information in connection with such transaction. We will notify you before your personal information becomes subject to a different privacy policy.

3.5 Sharing for Legal and Compliance Purposes

We may share the information collected through the use of our Digital Platform with law enforcement agencies, government agencies, private parties, or external law firms to respond to valid legal process (e.g., a court order or subpoena). We may also share your information to comply with applicable laws, to protect the safety of any person, to address suspected fraud, security, or technical issues, or to enforce this Policy, and any other terms or conditions you have agreed to with us.

4. Your Rights and Choices

Your privacy is important to us. HIPAA provides you certain rights with regards to your PHI. You may choose to exercise your rights described in this section by sending an e-mail to privacy@spritehealth.com or by contacting care concierge by phone (1-855-234-1849) or through our Digital Platform.

4.1 Managing your Information

You may access, correct, update, or amend the Personal Information you have provided to us through our Digital Platform in your account settings, by contacting a Sprite Health Care Concierge by phone (1-855-234-1849) or through our Digital Platform, or by sending an e-mail to privacy@spritehealth.com. You are responsible for keeping this information up to date.

4.2 Data Retention and Erasure

We will retain your Personal Information for as long as necessary to perform the services and to comply with our legal obligations.

4.3 Communication Preferences

We may periodically send you communications that promote our services. When you receive such promotional communications from us, you will have the opportunity to opt-out either through your account, on your device, or by following the unsubscribe instructions provided in the e-mail you receive. We do need to send you certain communications regarding our services and products and you will not be able to opt-out of those communications – for example, communications regarding updates to this Policy, information about your health plan and benefits, or certain information about billing.

5. Information Security

Although we are serious about protecting the security of your Personal Information and have taken steps to protect your personal information from loss, misuse, unauthorized access, disclosure, or destruction, no security measures are completely secure. We do not and cannot guarantee the security of your information. If you have reason to believe that your Sprite Health account credentials have been lost, stolen, or otherwise compromised, please contact a Sprite Health Care Concierge immediately by phone (1-855-234-1849) or through the Digital Platform.

6. Changes to this Policy

Sprite Health may make changes to this Policy as needed to accurately reflect our information collection, use, and sharing practices. If we make changes to the Policy, the revised policy will be posted on this site with the effective date. If you are a registered user of our Digital Platform, we will also provide you with notice of the modification before the date the new policy becomes effective. When we change the Policy in a material way, we will notify you by sending you an e-mail to the e-mail address we have on file and you may be required to accept the changes in order to use the Digital Platform.

7. Contact Us

If you have any questions or comments about this Policy, please e-mail us at privacy@spritehealth.com, contact Care Concierge by phone (1-855-234-1849) or through the Digital Platform, or send us a letter at:

Sprite Health
Attn: Privacy Officer

108 Wild Basin Rd S, Austin, TX 78746