Transcarent Privacy Policy
Effective Feb 28, 2025
Haga clic aquí para la versión en español.
Transcarent is the One Place for Health and Care that makes it easy for people to access high-quality, affordable health and care. We are transforming healthcare with WayFinding, a new experience powered by clinicians and generative AI to help people in their moment of their need. Our Members can “Just Ask Transcarent” to instantly get trusted, health and benefits information, take the next step with personalized clinical guidance, and access on-demand care delivery from the palm of their hand.
As the One Place to access a unified healthcare platform, we instantly guide people through all their health and care needs with an experience they love to use. From next-generation navigation, high-quality Surgery and MSK Care, and end-to-end Cancer Care - to Weight Health, Mental Health, low-cost medications with Pharmacy Care, and everyday care needs, Transcarent gets people where they need to be on their health and care journey.
This website privacy policy (this “Policy”) explains how we collect, use, and share information from users of our mobile applications, digital tools, other platform services, and related websites (including our website at www.transcarent.com) (the “Site”) (collectively, the “Services”). Please see our Terms of Service for more details. This Privacy Policy does not apply to our collection, use or disclosure of protected health information.
Table of Contents
Protected Health Information
This Policy does not cover how we handle your personal health information, also called “Protected Health Information” or “PHI”. Transcarent treats all information you provide as a Member of Transcarent or a patient of our affiliated medical group as PHI that is governed by the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”). We get this information directly from your health plan, from you on behalf of your health plan, or from the health care providers that treat you.
HIPAA entitles you to important privacy rights. Under HIPAA, you can access and get copies of your health records, request corrections to errors, and be informed about how your information is used and shared. You can also decide if your information can be used for certain purposes, like marketing, and request restrictions on its use. You have the right to ask for confidential communications and can file a complaint if you believe your privacy rights have been violated. Information on how to exercise these rights is provided in the Notice of Privacy Practices noted in this Policy.
When you use our Services as a Transcarent Member, your health plan’s HIPAA Notice of Privacy Practices, our agreement with your health plan (called a business associate agreement), and laws and regulations control how we collect and use your information. If you use our AI Care Assistant for benefits in our app, we may disclose your PHI to companies that support our technology; any such disclosure will comply with HIPAA. Please read your health plan’s Notice of Privacy Practices to understand how your PHI can be used and disclosed.
If you are a patient of The Transcarent Clinic, this Notice of Privacy Practices describes how we collect, use, maintain and share PHI, as well as your related rights. We deploy our AI Care Assistant to support your clinician in starting your visit and it may also explain your care plan to you. When this happens, we may disclose your PHI to companies that support our technology; any such disclosure will comply with HIPAA.
Personal Information
Transcarent may collect, use, or share information that you give us, that we automatically collect when you visit our Site, and that we get from other sources.
This Policy only applies to our collection, use, or disclosure of your personal information, which comes from our Site without log-in.
Categories of Personal Information We Collect
In the past twelve (12) months, Transcarent may have collected the following types of personal information about you.
Information Category | Examples | Source | Context |
Identifiers | Your name Your alias Postal address and code Internet Protocol address E-mail address Phone number | You | When you use the “Contact Us” link on the Site If you send us an inquiry using another method If you sign-up for notifications or updates When you contact our customer support team (but not as a Member) Transcarent may use an affiliated third-party vendor to help us manage some of our voice/text messaging communications with you. While we do supply this vendor with mobile telephone numbers of those we wish for them to contact, your mobile telephone number is only to be used to communicate with you on our behalf for marketing or transactional messaging. Originator opt in data will not be shared with any non-affiliated third parties. |
Internet or other electronic network activity | Type of device/operating system/browser type Page requests Average time spent on our website Dates and times of visit Information on web page interactions Referring webpage/source through which you access the Services Statistics associated with the interaction between device or browser and the Services Information on whether an email was opened | Third Parties | We use this information to monitor and improve our website. We use this information to improve your experience, such as by serving a version of our site appropriate for your screen dimensions. When we send you emails, we may track whether you open them to learn how to improve our communications |
Geolocation data | Approximate geographic location inferred from an IP address | Third Parties | We use this information to get a general understanding of how many people visit our sites from which cities or regions. We may use this information to provide information that is relevant for you. |
Professional or employment-related information | Employment (employer and job title) | You | You may provide this when you register for a webinar |
We do not collect, use, or share Sensitive Personal Information from our Site, (as defined by the California Consumer Privacy Act, or CCPA) We also do not sell Sensitive Personal Information as defined by the CCPA.
Cookies and pixels. We and our partners collect personal information using cookies, pixel tags, or similar technologies when you use our Services or visit our Site. Our partners, such as analytics and advertising partners, may use these technologies to collect information about your online activities over time and across different services.
Cookies: Cookies are small text files containing a string of letters and numbers. We may use both session cookies and persistent cookies. A session cookie disappears after you close your browser. A persistent cookie stays after you close your browser and may be used on future visits to our Services.
Pixel tags: Also known as “clear GIFs”, “tracer tags”, or “web beacons”, these technologies help us and our partners understand which pages or content you view. Pixel tags help us improve and customize our Site for you and other visitors.
Browser settings: Your web browser’s “Help” file has information on how to change your cookie settings. Note that deleting or not accepting cookies may affect your experience with Services that do not require logging in.
Analytics Information. We may use analytics services to collect and analyze data. These services may also collect personal information about how you use other websites, apps, and online resources. To understand how you use or navigate our Services and to improve them, we automatically get information about your interactions with our Services, such as the content you view, and the dates and times of your visits.
We use Google Analytics and other service providers to gather statistics from our website and online services. Google Analytics uses a browser cookie for statistical analysis related to your browsing behavior on our website and online services. We also use other services of Google, like Tag Manager, to assist in search engine optimization and advertising effectively. You can learn about Google’s practices by going to https://www.google.com/policies/privacy/partners. You can opt out of Google Analytics’ collection and processing of data generated by your use of our website by downloading the Google Analytics opt-out browser add-on, available at https://tools.google.com/dlpage/gaoptout. Learn more about Google’s privacy practices: https://policies.google.com/privacy.
When talking to potential clients, our sales team might use service providers that leverage AI technology to improve the quality of how we communicate. We may use these tools for emails, calendar invitations, and meetings.
How We Respond to Do Not Track (DNT) and Global Privacy Control Settings
We recognize and honor Global Privacy Control (GPC) signals as a valid request to opt out of the sale or sharing of personal information, as required by applicable privacy laws. If your browser or device is configured to send a GPC signal, we will process this request automatically without requiring further action from you.
Selling/ Sharing Personal Information
We do not “sell” your Personal Information for monetary value. But we do use analytic cookies that some may consider to be a “sale.”
Transcarent uses OneTrust for cookie consent. When you visit our Services, including our Site, you can set your cookie preferences using a consent banner. You can change your choices later by clearing your cookies in your browser settings and updating your choice in the consent banner, or by using “Manage Cookie Preferences” to choose certain types of cookies. Note that Required Cookies cannot be turned off, and if you decide to opt-out of Functional Cookies, some features of our Site may not work properly.
How We Use the Information We Collect
We will use your personal information to respond to your questions, to fulfill your request to sign you up to our newsletter, and for other reasons such as:
To understand how you use or navigate around our Site and to create new products, services, features, and functions.
To communicate with you, give you information you ask for, respond to your comments and questions, and provide support.
To follow the law, enforce our Terms of Service or other legal rights, or as required by laws, regulations, or government requests.
To contact prospective clients with general or personalized messages that may be of specific interest to them. We may also use AI tools to analyze and improve our communications with prospective clients.
For other reasons we tell you about when we collect the information.
We may also use information that has been anonymized or combined with other data, without limits.
When We Share the Information We Collect
In the past twelve months, Transcarent may have shared the personal information we have about you with the following categories of recipients.
Categories of recipients | Reason for sharing | Categories of information shared |
Vendors and Service Providers, including analytics companies | We may share any information we get with vendors and service providers, including our analytics partners mentioned in the “Analytics Information” section above. We share this information only as needed for them to do their jobs. | Identifiers Internet or similar network activity Geolocation data (such as IP address data) Professional or employment-related information Inferences drawn from other personal information |
Corporate Affiliates | To support us in providing, integrating, promoting, and improving the Services, we may share personal information within our corporate family of companies that are related by common ownership or control. | Identifiers Internet or similar network activity Geolocation data (such as IP address data) Professional or employment-related information Inferences drawn from other personal information |
In addition, we may share information about you, as described in the “Categories of Information We Collect” section, in the following situations:
As required by law and similar disclosures: We may access, keep, and share your information if we believe it is necessary to: (a) follow the law or respond to law enforcement requests and legal processes, like a court order or subpoena; (b) respond to your requests; or (c) protect your, our, or others’ rights, property, or safety.
Merger, sale, or other asset transfers: We may share your information with service providers, advisors, potential business partners, or other third parties if we are considering, negotiating, or completing a business deal where we are bought or merged with another company, or if we sell, liquidate, or transfer part or all of our assets.
With your consent: We may disclose your information with your permission.
Security
We try hard to protect your personal information using physical and electronic safeguards. However, no electronic transmission or storage is completely secure, and we cannot guarantee the absolute security or privacy of your information.
Retention of information
We will keep your information for as long as needed to fulfill the purposes in this Policy, to provide our Services to you, or as you instruct, unless a longer period is required or allowed by law.
Children’s Privacy
We do not knowingly collect, maintain, or use, sell, or share personal information (including sensitive personal information) from children under 16 years of age. If you learn that a child has given us personal information in violation of our policy, then please let us know at privacy@transcarent.com.
Your Privacy Rights
Transcarent has visitors from around the world. No matter where you are, we respect your right to know, delete, correct, and export your information and we offer these rights globally.
We will not treat you unfairly or punish you for exercising your privacy rights.
This section does not apply to your Protected Health Information. Most of the information we have is Protected Health Information (PHI), regulated by HIPAA. You may need to make privacy requests through your health plan or as a medical records request; we will let you know if that is the case.
For your convenience, we already include the following information in this Policy.
The categories of information we collect or disclose about you.
The categories of sources of such information.
The business or commercial purpose for collecting your information.
The categories of third parties with whom we share or disclose your information
Right to Know and Access Personal Information
You have the right to access and know what personal information we collect about you, and how we use and share such personal information.
Right to Correct Inaccurate Personal Information
You have the right to request that we correct inaccurate personal information we maintain about you.
Right to Request Deletion of your Personal Information
You have the right to ask us to delete your personal information, with some exceptions. If we cannot delete your personal information for reasons permitted under applicable law, we will tell you why.
Right to Opt Out of Sale or Sharing of Personal Information
You have the right to opt out of sale or sharing of personal information. Information on how to do so is in the earlier section, titled Selling/Sharing Personal Information.
Right to Opt Out of Automated Decision-Making
We do not use personal information for automated decision-making purposes.
Right to Opt Out of Processing of Personal Information for Profiling or Targeted Advertising
We do not process personal information for targeted advertising purposes, profiling generally, or for profiling in furtherance of decisions that produce legal or similarly significant effects concerning a consumer as described by Colorado 4 CCR 904-3, Rule 9.03.
Right to Limit Processing of Sensitive Personal Information
We do not process sensitive personal information within the meaning of California’s privacy law, CCPA. If you are a Members of Transcarent, you can learn how your personal health information, known as “Protected Health Information” or “PHI”, can be used and shared by reading the Notice of Privacy Practices of your health plan. If you are a patients of The Transcarent Clinic, you can learn how your PHI can be used and shared by reading the Notice of Privacy Practices.
Exercising Your Privacy Rights
To exercise your privacy rights, please send your request to Privacy@Transcarent.com with the subject line “Exercising my privacy rights”. You can also make a privacy request by calling our toll-free number (888) 388-9151.
Only you or an authorized agent can make a request about your personal information. We may ask extra questions to verify that the request is from you or your authorized agent to protect your data privacy. To do that, we need you to:
provide information that helps us verify you are the person we collected personal information about or an authorized representative. For example, your name and zip code; and
describe your request with enough detail so we can understand, evaluate, and respond to it.
We can only respond to your request or give your personal information if we verify your identity or authority to make the request and confirm the personal information relates to you. If we ask for more details, it is to protect your data privacy. We will use the information you provide to verify your identity or authority. You do not need to make an account to make a verifiable request.
Because Transcarent collects both personal information and Protected Health Information (PHI), it can be confusing to know which rights apply to your data. If you have any questions about how any this information applies to you and your data with Transcarent, please contact us at Privacy@Transcarent.com.
Having an Agent Exercise Your Privacy Right for You
You can allow an agent to make a privacy request for you. To protect your data and your privacy, the agent must have written permission from you. Your agent can follow the same instructions we provided for you in the Exercising Your Privacy Rights section above.
We will need the agent to verify their identity and prove that they are authorized to represent you.
Right to Appeal Decisions Made by Transcarent
If we deny your request to exercise your privacy rights, you can appeal our decision. To do this, submit an appeal request using the same methods described above for privacy requests. Your appeal should include any extra information that helps us to understand, evaluate, and respond to it. You must submit your appeal within 30 days of the date we notify you that we are denying to your original request.
Other Important Information
Third Parties
Our Services may have links to other websites, products, or services that we do not own or operate. These links are just for your convenience and are not a referral or endorsement of the content of such third parties or the entity, item, or service.
Transcarent is not responsible for the content of any linked third-party website. We do not make representations regarding the accuracy of any materials on these third-party websites, which are created and provided by or on behalf of that third party. Be careful when downloading files from any websites to protect your computer from viruses and other harmful programs. If you choose to visit any third-party websites, you do so at your own risk.
We are also not responsible for the privacy practices of these third parties. Our privacy policy does not apply to third party websites. Just as you are reading our privacy policy, you should also read the privacy policies of other websites before giving them any information. Contact the site administrator, webmaster, or privacy contact person of that website if you have any concerns about their links or content.
International Visitors
Our Site is hosted in the United States and intended for visitors in the United States. If you visit our Site from the European Union or other regions with different data collection and use laws, note that you are transferring your personal information to the United States for storage and processing. Also, if you visit the Site from outside the United States, we may transfer your data from the U.S. to other countries or regions for storage processing, fulfilling your requests, and operating the Site or Services. By providing any information, including personal information, you consent to such transfer, storage, and processing.
Changes to Our Website Privacy Policy
We will update this Policy so it accurately reflects our data collection and use practices, changes to our privacy policies, or as required by law. We will follow legal requirements to notify you and/or get your consent when we make such changes, depending on the type of change. We also provide information below about how our Policy has changed over time.
Previous Notice | Major changes made to the Notice |
|---|---|
In the 2022 update, we: Redesigned the Website Privacy Policy to make it easier to read and understand. Added additional details to answer questions we anticipate you may have. Replaced the prior California privacy rights section with a new Your Privacy Right section, which expand the same rights previously described to all site visitors rather than restricting to California residents. | |
In the 2023 update, we: Align the categories of information collected and shared with defined terms in the California Consumer Privacy Act Explain new privacy rights in alignment with state laws Provide information for telehealth patients Removed some text to make the notice shorter and easier to understand | |
In the 2024 update there was a non-major change: we added information to Categories of Personal Information We Collect regarding opt-in data. | |
In the 2025 update, we: Updated the content to ensure it’s clear and easy to understand Provided information to explain HIPAA privacy rights Added information about how we use AI for our Members, patients, and sales communications Clarified that we support global privacy controls (GPC) Tentative |
Contact Information
If you have any questions, comments, or concerns about our processing activities, please email us at Privacy@Transcarent.com.