Privacy Policy | Muni Health

Overview

Muni Appeals ("we," "our," or "us") is committed to protecting the privacy and security of your personal information and protected health information (PHI). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered insurance appeal generation service.

By using our service, you acknowledge that you have read and understood this Privacy Policy.

This policy describes Muni Appeals. Other Muni products, including EHR, Calls, and Patient, may process and retain clinical records or communications under their applicable service agreements, Business Associate Agreements (BAAs), and practice privacy notices. The Appeals intake process described here is not a promise that all Muni products discard health information.

Information We Collect

Protected Health Information (PHI)

We process information supplied by your practice to prepare and review insurance appeals, including information that may contain PHI:

Patient names and identifiers
Medical diagnoses and treatment information
Insurance policy and claim numbers
Healthcare provider information
Denial letters and related medical documentation

Data minimization: In the default intake flow, we extract text, remove recognized identifiers, and do not intentionally persist the original upload or its unredacted source text. We retain minimized case text, supporting evidence, drafts, and workflow records to provide the service. Automated redaction can miss identifiers, so retained content remains sensitive and is not assumed to be legally de-identified.

Optional original-document storage: When this feature is enabled for the deployment, your practice must have an executed BAA and an authorized administrator must accept the separate storage authorization before originals can be retained. Original documents may contain PHI and are stored in a private case workspace with authenticated access. This option is separate from default intake and is not automatically enabled for every practice.

Personal Information

We also collect non-medical personal information, including:

Contact information (name, email, phone number)
Professional information (medical practice details, credentials)
Account information (username, password, billing details)
Usage data (how you interact with our service)

Technical Information

We automatically collect certain technical information:

IP addresses and device identifiers
Browser type and operating system
Usage patterns and service performance data
Log files and error reports

How We Use Your Information

Primary Purposes

We use your information to:

Prepare and review appeal drafts using minimized case information and supporting evidence
Provide customer support and technical assistance
Process payments and manage your account
Improve our services and develop new features
Comply with legal and regulatory requirements

AI Processing

We use artificial intelligence to analyze denial patterns and generate appeal arguments. To protect your PHI:

Recognized identifiers are scrubbed before case text is stored or supplied for Appeals AI preparation
AI preparation uses minimized clinical context and evidence; automated scrubbing does not guarantee that every identifier is removed
PHI-adjacent inference requires approved, BAA-covered processing; original stored files are not sent directly to AI models
Your team reviews the draft, clinical facts, and supporting references before submission

Secondary Purposes

With your consent or as permitted by law, we may use information for:

Research and development (using de-identified data only)
Marketing communications about our services
Industry trend analysis and reporting

Retaining case records does not itself authorize secondary use or model training. Scrubbed case content is not automatically anonymous; any secondary use must be permitted by the applicable agreements and law.

How We Protect Your Information

Technical Safeguards

Minimized Processing: Default intake removes recognized identifiers and discards original sources after transient processing
Protected Storage: Minimized case records remain sensitive; optional originals require the separate storage authorization
Secure Transmission: Service connections use encrypted transport
Access Controls: Authenticated case access is checked against user and practice permissions
Audit Logging: Operational audit events use metadata without raw document content

Administrative Safeguards

HIPAA Compliance: We maintain HIPAA compliance programs and procedures
Staff Training: All personnel receive privacy and security training
Business Associate Agreements: Required with all third-party vendors
Incident Response: Formal procedures for security incident management

Physical Safeguards

Secure Infrastructure: Data hosted in SOC 2 certified facilities
Workstation Security: Secured development and administrative workstations
Facility Access: Controlled access to areas containing PHI

Information Sharing and Disclosure

Business Associates

We may share your PHI with business associates who help us provide our services:

Cloud Infrastructure Providers: Hosting, transient processing, and protected storage for retained case information and authorized originals
AI Processors: Approved, BAA-covered services for minimized clinical context that remains PHI-adjacent

Other services have narrower data boundaries:

Authentication Services: Login, identity, and account management; authentication does not require appeal document content
Payment Processing: Billing information only, no health data
Product Analytics: Deliberately sanitized usage metadata; no clinical text, originals, drafts, or message bodies

Only business associates who handle PHI are required to sign HIPAA-compliant agreements and maintain appropriate safeguards.

Legal Requirements

We may disclose information when required by law:

Court orders, subpoenas, or other legal processes
Law enforcement investigations
Public health and safety emergencies
Regulatory compliance and oversight

Business Transactions

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction, subject to equivalent privacy protections.

Your Rights and Choices

HIPAA Rights

For rights concerning clinical records, contact the practice responsible for your care. Muni supports authorized requests under the applicable BAA and law, including:

Access: Request retained information through the responsible practice or its authorized representative
Amendment: Request corrections through the responsible practice
Restriction: Request limits on how we process your PHI during service delivery
Accounting: Receive a list of PHI processing activities we have performed
Confidential Communications: Request communications through alternative means
Complaint: File complaints about our privacy practices

Account Management

You can:

Update your account information and preferences
Request deletion of your account and associated data
Opt out of marketing communications
Download or transfer your data

Exercising Your Rights

To exercise any of these rights, contact us at:

Privacy Officer: Chief Privacy Officer
Email: legal@muni.health

We will respond to requests within 30 days and may require identity verification.

Data Retention

We retain your information for as long as necessary to:

Provide ongoing services
Comply with legal and regulatory requirements
Resolve disputes and enforce agreements

Retention depends on the information and the enabled workflow:

Default Intake Sources: Originals and unredacted source text are not intentionally persisted after transient processing
Minimized Case Records: Case evidence, drafts, and workflow records are retained to provide the service and handled under the applicable agreements and legal obligations
Authorized Originals: Retained while the case is open and for twelve calendar months after your team records closure, with at least 30-day and 7-day in-app notices before automated removal; reopening the case resets this clock
Early Removal: Authorized uploaders and case owners can remove originals early after exporting any needed copies
Separate Records and Backups: Removing originals deletes active files, not separate minimized case records, audit records, or provider backups; backup expiry follows the applicable service policy
Account, Audit, and Marketing Records: Retention and deletion requests are handled according to their purpose, applicable agreements, and legal obligations

Original-document notices appear in the app and are not emailed. Muni should not be your only medical-record repository; export needed materials before removing them. Contact legal@muni.health for retention or deletion requests. We do not promise immediate erasure from every backup.

Children's Privacy

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly.

International Data Transfers

Our services are operated from the United States. If you are located outside the U.S., your information will be transferred to and processed in the United States, where privacy laws may differ from those in your jurisdiction.

Third-Party Services

Our service may contain links to third-party websites or integrate with third-party services. This Privacy Policy does not apply to those external services. We encourage you to review the privacy policies of any third-party services you use.

Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will:

Post updates on our website with the effective date
Notify you of material changes via email or service notifications
Maintain previous versions for reference

Continued use of our services after updates constitutes acceptance of the revised policy.

State-Specific Rights

California Residents (CCPA)

California residents have additional rights under the California Consumer Privacy Act:

Right to know what personal information is collected and how it's used
Right to delete personal information (subject to legal exceptions)
Right to opt-out of sale of personal information (we do not sell personal information)
Right to non-discrimination for exercising CCPA rights

Other State Laws

Residents of other states may have additional rights under applicable state privacy laws. Contact us for information about your specific rights.

Contact Information

Privacy Officer

Name: Chief Privacy Officer
Title: Privacy Officer & Security Officer
Email: legal@muni.health

Business Address

Muni Health LLC
Legal Department
Contact: legal@muni.health

HIPAA Complaints

You may file complaints about our privacy practices with:

U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue, S.W.
Washington, D.C. 20201
Phone: 1-877-696-6775
Website: www.hhs.gov/ocr/privacy/

Definitions

PHI (Protected Health Information): Individually identifiable health information transmitted or maintained in any form or medium by a covered entity or business associate.
Business Associate: A person or entity that performs certain functions or activities on behalf of a covered entity that involve access to PHI.
Covered Entity: Healthcare providers, health plans, and healthcare clearinghouses that transmit health information electronically.
De-identified Information: Information that does not identify an individual and for which there is no reasonable basis to believe it can be used to identify an individual.

Privacy Policy - Muni Appeals