Privacy Policy

SECTION 1Who we are

Elev8 Care Solutions is a behavioral health and care navigation organization serving Charlotte and the surrounding North Carolina communities. We provide peer support, care coordination, community support and referrals, largely for people covered by Medicaid.

This policy covers elev8cares.com, our wellness assessment, the member portal, and the text messages and emails we send. It explains what we collect, why, who ever sees it, and what you can tell us to do about it.

SECTION 2Text messages and phone numbers

We use text messaging to reach people about their own care — appointment reminders, a link to your assessment results, a note from your navigator. If you opt in separately, we may also send community events and free resources.

How you opt in

You give consent by checking a box on our wellness assessment or intake form, by giving a staff member permission in person or on the phone, or by texting us first. Consent boxes are never checked ahead of time for you.

Messages about your care and messages about events are two separate permissions. You can accept one and decline the other, and declining marketing messages never affects the services you receive.

Frequency, cost and how to stop

• Message frequency varies depending on what is happening with your care.
• Message and data rates may apply. Your mobile carrier sets those, not us.
• Reply STOP to any message to stop receiving them. We will send one confirmation and then nothing further.
• Reply HELP for help, or call us at (980) 243-5634.
• Carriers are not liable for delayed or undelivered messages.

Stopping text messages does not close your account or cancel your services. If you still want to hear from us another way, tell us and we will use email or a phone call instead.

SECTION 3What we collect

We try to collect what we need and not more. What we hold depends on how you interact with us.

We do not knowingly collect information from children under 13. If you believe a child has given us information, call us and we will remove it.

SECTION 4How we use it

• To provide care navigation, peer support and the services you asked for
• To contact you about your own care, results and next steps
• To connect you with partner providers when you ask us to, or when it is part of your care plan
• To confirm insurance eligibility and handle billing
• To show you your own results and progress in the member portal
• To improve our programs, using information that is grouped and stripped of anything that identifies you
• To meet legal, licensing and funding requirements

We do not use your information to advertise to you on other platforms, and we do not build advertising profiles.

SECTION 5Who we share it with

We share as little as possible, and only for reasons on this list.

Your care team and partners

When you are referred for a clinical assessment or therapy, we share what that provider needs in order to see you. We tell you who we are referring you to, and for most referrals you sign a release first.

Service providers who work for us

We use outside companies to run our systems. They may only handle your information to do work for us, they are bound by contract, and where the information is health information they sign a HIPAA business associate agreement. None of them are permitted to use your information for their own purposes or to market to you.

These are the categories, and what each one touches:

We choose providers that will sign a business associate agreement where one is required, and we review that list as it changes. If you want to know the specific vendor behind any category above, ask and we will tell you.

When the law requires it

We disclose information when we are legally required to — a valid court order, a public health or safety obligation, a mandatory report, or an audit by a government funder. If we believe someone is in immediate danger, we may share what is needed to get help to them.

SECTION 6Your health information and HIPAA

Most of what we hold about you is protected health information. The Health Insurance Portability and Accountability Act (HIPAA), its Privacy and Security Rules, and North Carolina law all govern how we may use and disclose it.

Which role we are in

Our obligations depend on the service. For services we deliver and bill directly, Elev8 Care Solutions acts as a covered entity and the full set of HIPAA responsibilities applies to us. For work we perform under contract on behalf of another provider or health plan, we act as a business associate, and we handle information under a business associate agreement with that organization.

The practical difference is where a records request goes. When we are the covered entity, ask us. When we are working on behalf of another provider, that provider holds the record and we will tell you who to ask and help you reach them. Either way, start by calling us — we will route it correctly rather than sending you away.

Your rights over your health information

Where we are the covered entity, you have the following rights. None of them cost anything to exercise, beyond a reasonable copying fee for paper records, and using them never affects your care.

• Access. Get a copy of your health record, usually within 30 days. You may ask for it electronically.
• Amendment. Ask us to correct information you believe is wrong or incomplete. If we deny the request, we will tell you why in writing, and you may file a statement of disagreement that becomes part of the record.
• Accounting of disclosures. Get a list of certain disclosures we made in the previous six years, and to whom.
• Restriction. Ask us to limit how we use or share information. We are not required to agree to every request, but we will tell you our answer.
• Confidential communications. Ask us to contact you a specific way or at a specific address — a different phone, no voicemail, mail to a different location. We will accommodate reasonable requests without asking why.
• Paper copy. Get a paper copy of this policy or of our Notice of Privacy Practices at any time, even if you agreed to receive them electronically.
• Choose someone to act for you. A person with medical power of attorney or legal guardianship can exercise these rights on your behalf once we have verified their authority.

Our full Notice of Privacy Practices describes these rights and our legal duties in detail. Ask us for a copy in person, by phone, or by email and we will send one.

Mental health records

Behavioral health information carries protection beyond ordinary medical records under North Carolina law. We do not disclose it without your written authorization except where the law specifically permits or requires it — for example a court order, a mandatory report, or a situation where someone is in immediate danger. Psychotherapy notes, where any exist, require your specific authorization in nearly every circumstance.

If we refer you to a provider who treats substance use, that provider's records are subject to 42 CFR Part 2, a federal rule stricter than HIPAA. They will explain their own consent process to you directly.

When we need your written authorization

Beyond treatment, payment and health care operations, we ask for your written authorization before using or disclosing your information — and always before any marketing use or any sale of information, which we do not do. You may revoke an authorization in writing at any time. Revoking it stops future disclosures; it cannot undo one already made in reliance on it.

If you think your privacy was violated

Tell us first if you are comfortable doing so — call (980) 243-5634 or email support@elev8cares.com. We will investigate and respond.

You also have the right to complain directly to the U.S. Department of Health and Human Services, Office for Civil Rights, at hhs.gov/ocr/complaints, by mail to 200 Independence Avenue SW, Washington DC 20201, or by phone at 1-877-696-6775. We will never retaliate against you for filing a complaint, and doing so will not affect your care.

SECTION 7Your choices and how to use them

Messages

• Stop text messages — reply STOP to any message, or tell any staff member.
• Stop marketing email — use the unsubscribe link at the bottom of any such email. Messages about your own care continue unless you ask us to stop those too.
• Change how we reach you — ask us to use email instead of text, call instead of both, or avoid a particular number or address.

Your records and account

• See what we hold — ask, and we will show you. For clinical records this follows the HIPAA access process in Section 6.
• Correct something wrong — tell us. Contact details we fix immediately; clinical records follow the amendment process.
• Close your portal account — call us. We will explain what we are legally required to keep in your clinical record and what we can remove.
• Withdraw consent — you may withdraw a consent or authorization you previously gave, in writing, at any time.

North Carolina residents

North Carolina does not currently have a comprehensive consumer privacy statute of the kind in California or Virginia. The rights above are offered to everyone we serve regardless of where they live, and we honor requests from residents of other states on the same terms rather than asking you to prove where you live.

We do not sell personal information and we do not share it for cross-context behavioral advertising, so there is nothing for you to opt out of in that respect.

How to make a request

Call (980) 243-5634 or email support@elev8cares.com. We will verify who you are before releasing or changing anything — usually by confirming details we already hold, which protects you from someone else requesting your records. We respond within 30 days and will tell you if we need longer.

We never charge for any of this, and asking never affects the care you receive.

SECTION 8How we protect it

Technical safeguards

• Information is encrypted in transit (HTTPS/TLS) and at rest in our database.
• The member portal has no password. You sign in with a one-time link sent to your email, or with your Google account — so there is no password to be guessed, stolen, or reused from another site.
• Sign-in links expire and work once.
• Access to records is enforced at the database itself, not only in the application, so a flaw in one page cannot expose another person's record.
• Repeated failed attempts to look up a record are rate limited.

Who can see your record

Staff access is limited to the people who need it for your care. Staff sign in with their own organizational accounts, never a shared login, and access to member records is logged — we can tell who opened a record and when. Staff receive privacy training and are subject to discipline, up to termination, for looking at records without a work reason.

If something goes wrong

No system is perfect. If a breach affects your unsecured protected health information, we will notify you without unreasonable delay and no later than 60 days after discovery, as the HIPAA Breach Notification Rule requires. The notice will describe what happened, what information was involved, what we are doing about it, and what you can do to protect yourself. We also notify the Department of Health and Human Services, and where a breach affects more than 500 residents of a state, the media, as required by law.

SECTION 9How long we keep it

We keep information only as long as we need it or the law requires, then dispose of it securely.

If you ask us to delete your information, we will remove what we are free to remove and explain plainly what we must keep and for how long. We would rather tell you the real answer than promise a deletion we cannot legally perform.

SECTION 10Cookies and website data

Our site uses a small number of cookies to keep you signed in and to understand which pages people use. You can block cookies in your browser; the public site will still work, though the member portal needs them to keep you signed in.

We do not use cookies to track you across other websites, and we do not sell website data.

SECTION 11Changes to this policy

If we change this policy we will update the date at the top. If a change meaningfully affects how we use your information, we will tell you directly rather than relying on you to notice.