Privacy Policy

1. Information We Collect

Filld collects information necessary to provide our automated scheduling and front desk services, including:

• Practice information (name, address, contact details)
• Patient contact information (name, phone number) for appointment notifications
• Appointment scheduling data from your practice management software
• Usage data and analytics to improve our services

2. How We Use Your Information

We use collected information to:

• Detect appointment cancellations and available slots
• Match and notify patients about available appointments
• Send SMS and voice notifications on behalf of your practice
• Write call logs, task notes, and appointment data back to your PMS
• Provide customer support and improve our services
• Comply with legal obligations

3. HIPAA Compliance

Filld is fully HIPAA compliant. We implement administrative, physical, and technical safeguards to protect Protected Health Information (PHI). We sign a Business Associate Agreement (BAA) with all healthcare provider customers before any PHI is processed. Contact info@filld.io to request a BAA.

4. Data Security

We use enterprise-grade encryption for all data in transit (TLS 1.3) and at rest (AES-256). Access to patient data is strictly limited and logged. We do not store unnecessary PHI and regularly audit our security practices. See our Security page for full details.

5. SMS Communications & Consent

Filld sends SMS messages to patients on behalf of healthcare practices. Patient phone numbers collected for SMS communications are used solely for appointment-related notifications including scheduling, cancellation recovery, reminders, and confirmations.

Patient phone numbers and personal information are never sold, shared with third parties for marketing purposes, or used for any purpose unrelated to appointment notifications. Patients may opt out at any time by replying STOP to any message.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All categories of information we collect exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

For full details on our SMS program, opt-in methods, and opt-out procedures, see our SMS Consent & Opt-Out page.

6. Data Sharing

We do not sell patient data. We only share information with third-party service providers necessary to operate our services (e.g., SMS delivery, voice AI), and they are bound by strict confidentiality agreements and HIPAA BAAs where required.

7. Data Retention

We retain appointment and patient contact data only as long as necessary to provide our services. Upon termination of service, we will delete or return all PHI within 30 days.

8. Your Rights

You have the right to:

• Access your data
• Request correction of inaccurate data
• Request deletion of your data
• Opt out of marketing communications

9. Contact Us

For privacy-related questions or requests, contact us at: info@filld.io