How we protect your clients' information
After-hours calls often include health details, so Coverage Line is built to HIPAA safeguards. We have signed Business Associate Agreements (BAAs) with Amazon Web Services and with Retell, our voice provider, and we sign a BAA with your agency before any call is handled.
What we have in place
BAA with Amazon Web Services
Our cloud provider is contractually bound to protect health information.
BAA with Retell
Our voice provider is bound by the same rules for call audio and transcripts.
A BAA with your agency
We sign one with you before go-live.
Audit logging
Account activity is recorded in tamper-evident logs.
No health details in texts
Shift offers carry day, time, area and pay only. Owner alerts never include a client name.
Encryption
Data is encrypted in transit and at rest, across calls, texts and reports.
US data hosting
Your records stay on Amazon Web Services in the United States.
Least access
Only the founder can open call records, using two-factor sign-in, and only to fix a problem or when you ask.
What we don't do
- We don't sell or share your clients' or caregivers' information.
- We don't use your call records to market to anyone.
- We never use your calls or texts to train AI models.
Texts and calls to your caregivers
Coverage Line only texts and calls caregivers your agency has added to the roster and who have agreed to receive shift messages. Every text includes a way to opt out by replying STOP. During setup we give your agency a one-page opt-in form. Only caregivers who sign it get shift calls or texts.
Security questions
- Is Coverage Line HIPAA compliant?
- Coverage Line is built to HIPAA safeguards. We have signed BAAs with Amazon Web Services and Retell and we sign a BAA with each agency. Compliance also depends on how your agency uses any service, so we walk through setup with you.
- Where is my data stored?
- Call records, transcripts and reports are stored on Amazon Web Services in the United States. Call audio is handled by our voice provider, Retell, under a signed BAA.
- Can I get my call records if I cancel?
- Yes. Ask anytime and we'll send you an export of your call records and reports at no charge. After you cancel, we delete your agency's data within 30 days.