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E&E Assistance Privacy Policy

The following Privacy Policy (the “Policy”) describes how Change Healthcare and its affiliates (“Change Healthcare” or “we,” “us” or “our”) processes your Personal Information collected from or about you when you use the website: assistance.changehealthcare.com and fincare.changehealthcare.com (collectively, the “Site”). This Policy is a part of, and incorporated into, the Terms of Use Agreement (“Terms of Use”) applicable to the Site and any terms capitalized herein but not defined shall have the meanings assigned to such terms in the Terms of Use. By visiting or using the Site, you agree to accept the practices described in this Policy. If you do not agree with, or are not willing to comply with any portion of this Policy, do not access or otherwise use the Site.

A. Your Medical and Health Information

The Site is offered on behalf of your healthcare provider (“Health Provider”) in accordance with an agreement between us and your Health Provider. Personal Information (defined below) we collect from you through the Site on behalf of your Health Provider (as well as Personal Information we collect directly from your Health Provider) may be protected health information, as that term is defined by the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations (“HIPAA”). Protected health information we collect from you through the Site (as well as protected health information we collect directly from your Health Provider) may also be subject to your Health Provider’s notice of privacy practices, which describes in detail how your Health Provider uses and discloses your protected health information. When we act on behalf of your Health Provider, we have agreed that our collection, use and disclosure of your protected health information through the Site and directly from your Health Provider will be done in accordance with your Health Provider’s notice of privacy practices. In addition, the individual rights you have to access, correct and/or modify your protected health information that are set forth in your Health Provider’s notice of privacy practices may apply to protected health information we collect from you through the Site on behalf of your Health Provider (as well as the information we collect directly from your Health Provider). Thus, reading this Policy and your Health Provider’s notice of privacy practices (which is provided to you by your Health Provider) will help you understand how any protected health information we collect from you through the Site or directly from your Health Provider is used and/or disclosed. In the event of any inconsistency between this Policy and your Health Provider’s notice of privacy practices, the notice of privacy practices shall govern. Change Healthcare is not responsible for the information practices exercised by you or any third party to whom you may provide access to information.

B. The Information we Collect

When you use the Site, we may collect information that relates to you (“Personal Information”). Personal Information is collected in various ways. For example, when you complete the online form we collect demographic information about you, including your name, email address, state of residence, and hospital.


In addition to information received from your Health Provider, Change Healthcare will receive and record information about your use of the Site. For example, Change Healthcare will receive information regarding your use of the Site’s services. For purposes of monitoring security as well improving your experiences with the Site, this information is stored

Change Healthcare will also collect and use certain technical data and usage information, including but not limited to technical information about your device, your device’s operating system, Internet Protocol address, general geographic information and peripherals.

C. How we Use the Information we Collect
  1. To Provide You with Sites, Services and Information. If you use the Site, we may use your information to:
    1. provide you with services and information;
    2. send you communications;
    3. detect, prevent, and respond to fraud, intellectual property infringement, violations of our Terms of Use, violations of law, or other misuse of the Site.

  2. Using Anonymous and Aggregate Information. We may de-identify your Personal Information to remove information that would typically be used to identify you to create “Anonymous Information.” Anonymous Information is not protected health information and is no longer information subject to this Policy because it does not reasonably identify or permit the identification of any individual and is not otherwise attributed or attributable to any one person. We may then aggregate your Anonymous Information with the Anonymous Information of other users to create “Aggregate Information.” We may use Aggregate Information for any lawful purpose. For example, we might improve the Site, create analytics about population health, or combine it with other de-identified data for our business purposes.

  3. Other Uses. To the extent permitted by applicable law, we may use information (including Anonymous Information or Aggregate Information) to perform other administrative functions relating to the Site.

D. Sharing Your Information
  1. Other than as described in this Policy, we do not sell or provide your information governed by this Policy to unaffiliated third parties without first obtaining your authorization. We may disclose your information that we collect:
    1. as and when authorized by your Health Provider, for purposes of your Health Provider’s treatment, payment, healthcare operations and other purposes permitted by applicable law;
    2. to our service providers who work on our behalf and have agreed to adhere to the rules set forth in this Policy; or
    3. otherwise with your consent in accordance with applicable law. We may buy or be bought by other businesses or entities. In such event, we may transfer or assign the information we have collected as part of such merger, acquisition, sale or other change of control. In such transactions, your information, including all Personal Information, may be included in the transferred business assets.

  2. Also, in the unlikely event of our bankruptcy, insolvency, reorganization, receivership or assignment for the benefit of creditors, or the application of laws or equitable principles affecting creditors’ rights generally, we may not be able to control how your Personal Information is treated, transferred or used and your Personal Information may be included in the transferred assets. We may share Anonymous Information and Aggregate Information with third parties.
E. Security

We strive to maintain reasonable administrative, technical, and physical safeguards designed to safeguard the information we collect through the Site and directly from your Health Provider. However, no information system can be 100% secure, so we cannot guarantee the absolute security of your information. Moreover, we are not responsible for the security of information you transmit to the Site over networks that we do not control, including the internet and wireless networks.

F. Do Not Track

We do not currently respond to web browser “do not track” signals or other mechanisms that provide a method to opt out of the collection of information across the networks of websites and online services in which we participate. If we do so in the future, we will describe how we do so in this Privacy Policy. Visit the following website, www.allaboutdnt.org, for more information on this developing area.

G. International Users

By using the Site, you agree to the use and processing in the United States (“U.S.”) of your information as set forth in this Policy. If you reside outside the U.S., your information will be transferred to the U.S., and processed and stored there under U.S. privacy standards. By using the Site and providing information to us, you agree to such transfer to, and processing in, the U.S.

H. Your Privacy Choices
  1. If your contact information changes, if you no longer wish to receive information or communications from Change Healthcare related to this Site, please email [email protected].

  2. Change Healthcare can delete information in the Site (but not from other data sources). Should you want to delete any of your information in the Site, please e-mail us at [email protected]. Change Healthcare cannot delete any data stored by other entities, even if that information was provided to Change Healthcare for use on the Site.
I. Children’s Privacy

The Site is not directed to, nor do we knowingly collect information directly from, children under the age of 13. If you become aware that your child or any child under your care has provided us with information without your consent, please contact us at the contact information listed in Section K below.

J. Changes to This Policy

We reserve the right to update this Policy from time to time by posting a new Policy on this page. If we make any changes to this Policy, we will change the date below in Section K. You are advised to consult this Policy regularly for any changes, and your continued use of the Site after such changes have been made constitutes acceptance of those changes. If we make any revisions that materially change the ways in which we use or share the information previously collected from you through the Site, we will give you the opportunity to consent to such changes before applying them to that information.

K. More information

If you have questions or concerns about this Privacy Notice, please contact us via email at: [email protected], or via US Mail at: Change Healthcare, Privacy Office, 5995 Windward Parkway, 5th Floor, Alpharetta, GA 30005. This Policy was last updated on April 30, 2020 by the Change Healthcare Enterprise Privacy Office.