SMS PRIVACY POLICY
Epic EMS, LLC (Epic EMS)
Effective Date: March 18, 2026
1. Introduction
Epic EMS, LLC (“Epic EMS,” “we,” “our,” or “us”) is committed to protecting your privacy. This SMS Privacy Policy describes how we collect, use, store, share, and safeguard information obtained through our SMS text messaging program, which is administered through our third-party vendor, CollectWise.
This policy applies specifically to information collected and processed in connection with our SMS messaging program. It supplements, and should be read in conjunction with, any broader Epic EMS Privacy Policy or HIPAA Notice of Privacy Practices that may apply to your relationship with Epic EMS.
2. Information We Collect
In connection with our SMS program, we may collect and process the following categories of information:
| Category | Examples | Source |
|---|---|---|
| Contact Information | Mobile phone number, name | Patient intake forms, billing forms, patient portal, phone calls |
| Account Information | Account number, balance amount, payment status, payment plan details | Epic EMS billing system (AngelTrack) |
| Messaging Data | Message content, timestamps, delivery status, opt-in/opt-out status | CollectWise SMS platform |
| Device Information | Carrier name, message type (SMS/MMS) | Wireless carrier / CollectWise |
| Consent Records | Date and method of consent, opt-in confirmation | Epic EMS records, CollectWise platform |
We do not collect location data, browsing history, app usage data, or any biometric information through the SMS program.
3. How We Use Your Information
We use the information collected through the SMS program solely for the following purposes:
- Sending balance due notifications for emergency medical services rendered by Epic EMS
- Sending payment reminders and past-due account alerts
- Confirming receipt of payments
- Responding to your questions and inquiries about your account via two-way messaging
- Facilitating payment plan setup and providing payment portal links
- Processing opt-in and opt-out requests
- Maintaining records of consent as required by law
- Complying with legal and regulatory requirements, including TCPA and HIPAA
We do not use information collected through the SMS program for marketing, advertising, promotional purposes, or any purpose unrelated to your Epic EMS billing account.
4. Information Sharing and Disclosure
We do not sell, rent, lease, or trade your personal information, including your mobile phone number, to any third party. We do not share your mobile information with third parties or affiliates for marketing or promotional purposes.
We may share your information only in the following limited circumstances:
4.1 Service Providers
We share information with CollectWise, our SMS platform vendor, solely for the purpose of delivering text messages and administering the SMS program on our behalf. CollectWise operates under a Business Associate Agreement (BAA) with Epic EMS and is contractually obligated to protect the confidentiality and security of your information.
4.2 Legal Requirements
We may disclose your information when required to do so by law, regulation, subpoena, court order, or other legal process, or when we believe in good faith that disclosure is necessary to:
- Comply with applicable federal, state, or local law
- Respond to lawful requests from government authorities
- Protect the rights, safety, or property of Epic EMS, our patients, or the public
- Enforce our Terms & Conditions
4.3 Business Transfers
In the event of a merger, acquisition, reorganization, or sale of all or a portion of our assets, your information may be transferred as part of the transaction. We will notify you of any such change in ownership or control of your information.
5. Data Retention
- Messaging data (message content, timestamps, delivery status): Retained for a minimum of 5 years in accordance with HIPAA record retention requirements and applicable state law.
- Consent records (opt-in/opt-out history): Retained for a minimum of 5 years from the date of last interaction, or as required to demonstrate TCPA compliance.
- Account and contact information: Retained for the duration of your account relationship with Epic EMS and for 7 years thereafter, consistent with healthcare record retention standards.
When information is no longer required for its stated purpose or legal retention obligations have been met, we will securely delete or de-identify the information.
6. Data Security
- Encryption of data in transit between Epic EMS systems and the CollectWise platform
- Access controls limiting information access to authorized personnel on a need-to-know basis
- Regular security assessments of our SMS vendor and internal systems
- Workforce training on HIPAA privacy and security requirements
- Audit logging of access to messaging data and patient account information
While we take reasonable measures to protect your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security of your data transmitted via SMS.
7. HIPAA and Protected Health Information
- Messages will not contain detailed medical records, diagnoses, treatment information, or clinical data.
- Messages may reference limited account identifiers, balance amounts, and payment status.
- Our vendor, CollectWise, operates under a signed Business Associate Agreement (BAA) and is required to implement appropriate safeguards for any PHI it processes.
Your rights regarding your PHI, including the right to access, amend, and request an accounting of disclosures, are described in our HIPAA Notice of Privacy Practices, available upon request.
8. Your Rights and Choices
Right to Opt Out: You may stop receiving text messages at any time by replying STOP to any message or by contacting our billing department. See our SMS Terms & Conditions for full opt-out instructions.
Right to Access: You may request a copy of the information we have collected about you through the SMS program by contacting us at the address below.
Right to Correction: You may request that we correct inaccurate information, such as an incorrect phone number, by contacting our billing department.
Right to Deletion: You may request deletion of your information, subject to our legal and regulatory retention obligations.
Right to Revoke Consent: You may revoke your consent to receive SMS messages at any time. Revocation will not affect the lawfulness of processing based on consent before its withdrawal.
9. Children’s Privacy
Our SMS program is not directed to individuals under the age of 18. We do not knowingly collect mobile phone numbers or send text messages to minors. If a parent or guardian provided consent for a minor patient’s account, SMS messages will be directed to the consenting adult’s phone number.
10. State-Specific Privacy Rights
Ohio Residents: Ohio law provides certain protections regarding the use and disclosure of personal information by healthcare providers.
California Residents: If applicable, you may have rights under CCPA / CPRA, including the right to know, delete, and opt out of the sale of personal information. Epic EMS does not sell personal information.
Other States: Residents of states with comprehensive privacy laws (e.g., Virginia, Colorado, Connecticut, Texas) may have additional rights.
11. Changes to This Policy
Epic EMS reserves the right to update or modify this SMS Privacy Policy at any time. Your continued participation in the SMS program after changes are posted constitutes your acceptance of the revised policy.
12. Contact Information
| Company: | Epic EMS, LLC |
| Attn: | Privacy / Billing Department |
| Email: | payments@epicems.com |
| Phone: | 478-241-2293 |
| Address: | 6809 Main Street, Unit #925, Cincinnati, OH 45244 |
Commitment to Your Privacy
Epic EMS is committed to protecting the privacy and security of your personal information. Our SMS messaging program is designed to provide you with convenient, timely billing communications while maintaining the highest standards of data privacy and HIPAA compliance.