SMS TEXT MESSAGING
TERMS & CONDITIONS
Epic EMS, LLC (Epic EMS)
Effective Date: March 18, 2026
1. Program Description
Epic Emergency Medical Services, LLC (“Epic EMS,” “we,” “our,” or “us”) offers an SMS text messaging program to communicate with patients and responsible parties (“you” or “your”) regarding billing and payment matters related to emergency medical services rendered. Our messaging program is administered through our third-party vendor, CollectWise.
By opting in to our SMS messaging program, you agree to these Terms & Conditions and our Privacy Policy. If you do not agree, do not opt in or text STOP to cancel at any time.
2. Types of Messages
By enrolling in the Epic EMS SMS program, you may receive messages including, but not limited to:
- Balance due notifications for services rendered
- Payment reminders and past-due account alerts
- Payment confirmation and receipt notifications
- Responses to your inquiries about your account
- Payment plan setup and status updates
- Links to our secure online payment portal
Messages are transactional in nature and relate solely to your account with Epic EMS. We do not send marketing or promotional text messages through this program.
3. Opt-In and Consent
Your consent to receive SMS messages from Epic EMS may be obtained through one or more of the following methods:
- Providing your mobile phone number and express written consent on a patient intake form, billing authorization form, or payment agreement.
- Responding with a confirmation keyword (e.g., “YES”) to an initial opt-in request sent by Epic EMS or CollectWise.
- Submitting your mobile phone number through our website or patient portal with an acknowledgment of these Terms.
- Verbally consenting during a telephone call with an Epic EMS billing representative, which will be documented in your account record.
By opting in, you confirm that you are the owner or authorized user of the mobile phone number provided and that you consent to receive text messages at that number from Epic EMS and its service providers.
Consent is not a condition of service. You are not required to consent to receive SMS messages as a condition of receiving emergency medical services or any other service from Epic EMS.
4. Message Frequency
Message frequency varies based on your account activity. You may receive up to 10 messages per month per account. Message frequency may increase if you have multiple outstanding balances, enter into a payment plan, or engage in two-way communication with our billing team.
5. How to Opt Out
You may opt out of the Epic EMS SMS program at any time by using any of the following methods:
Text STOP: Reply STOP, CANCEL, UNSUBSCRIBE, END, or QUIT to any message you receive from Epic EMS. You will receive a one-time confirmation message acknowledging your opt-out request.
Call Us: Contact our billing department at the phone number listed on your billing statement.
Email Us: Send your opt-out request to payments@epicems.com with your name and phone number.
Once you opt out, you will no longer receive text messages from Epic EMS unless you re-enroll. Opting out does not affect your financial obligations. You will continue to receive billing communications through other channels such as mail, email, or phone.
6. Help and Support
For assistance with our SMS program, you may:
Text HELP: Reply HELP to any message to receive support information.
Call: Contact our billing department at the number on your statement.
Email: payments@epicems.com
7. Message and Data Rates
Message and data rates may apply. Standard messaging and data rates from your wireless carrier apply to all text messages sent to and received from Epic EMS. Epic EMS does not charge any additional fees for sending or receiving text messages through this program. Please contact your wireless carrier for details regarding your messaging plan.
8. Supported Carriers
Our SMS program is designed to work with major U.S. wireless carriers, including but not limited to AT&T, Verizon, T-Mobile, Sprint, and their affiliates. Carrier coverage and delivery are not guaranteed. Messages sent via SMS may not be deliverable to all carriers or in all areas.
9. Privacy and Data Protection
Epic EMS takes the privacy and security of your information seriously. In connection with this SMS program:
- We will only use your mobile phone number to send messages related to your Epic EMS account as described in these Terms.
- We will not sell, rent, or share your mobile phone number with third parties for marketing purposes.
- Your phone number and messaging data will be shared with our SMS vendor (CollectWise) solely for the purpose of administering this program.
- All communications containing protected health information (PHI) are handled in compliance with HIPAA and applicable state privacy laws.
- Message content will be limited to account and payment information. We will not include detailed medical or clinical information in text messages.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
10. HIPAA Compliance
Epic EMS is a covered entity under HIPAA. Our SMS communications are designed to comply with HIPAA privacy and security requirements. Text messages will not contain detailed medical records, diagnoses, or clinical information. Messages may reference your account number, balance amount, and payment status in a limited fashion.
Our vendor, CollectWise, operates under a Business Associate Agreement (BAA) with Epic EMS and is contractually required to safeguard any PHI transmitted through the SMS program.
11. Telephone Consumer Protection Act (TCPA) Compliance
- We obtain prior express consent before sending any text messages.
- We honor all opt-out requests promptly and maintain a suppression list.
- We do not send messages before 8:00 AM or after 9:00 PM in the recipient’s local time zone.
- We maintain records of consent for each enrolled phone number.
12. Disclaimers
- Epic EMS is not responsible for delayed or undelivered messages caused by your wireless carrier, network outages, device incompatibility, or other factors outside our control.
- Text messages are not a secure method of communication. While we take reasonable precautions, Epic EMS cannot guarantee the security or confidentiality of information transmitted via SMS.
- This SMS program does not replace your obligation to monitor your account, respond to billing statements, or make timely payments.
- Epic EMS reserves the right to modify, suspend, or discontinue the SMS program at any time without prior notice.
13. Changes to These Terms
Epic EMS reserves the right to update or modify these SMS Terms & Conditions at any time. Changes will be effective upon posting of the revised Terms. Your continued participation in the SMS program after changes are posted constitutes your acceptance of the updated Terms. Material changes may be communicated via text message.
14. Governing Law
These Terms & Conditions shall be governed by and construed in accordance with the laws of the State of Ohio, without regard to its conflict of law principles. Any disputes arising under these Terms shall be resolved in the courts of competent jurisdiction located in Hamilton County, Ohio.
15. Contact Information
If you have any questions regarding these SMS Terms & Conditions, please contact us:
| Company: | Epic EMS, LLC |
| Email: | payments@epicems.com |
| Phone: | 478-241-2293 |
| Address: | 6809 Main Street, Unit #925, Cincinnati, OH 45244 |