Privacy Policy

KLAS Solutions, LLC, including KLAS Solutions Healthcare Division (also referred to as KLAS Healthcare Coaching), KLAS Dental Coaching, KLAS Solutions Practice Transitions, and other affiliated KLAS service lines referenced on our websites ("KLAS," "we," "us," or "our"), respects your privacy.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you:

• Visit or interact with our websites;
• Submit a discovery call, coaching, assessment, benchmarking, or other service request;
• Download a guide, worksheet, self-assessment, or other educational resource;
• Attend a webinar, meeting, consultation, workshop, or presentation;
• Communicate with our employees, coaches, consultants, or representatives;
• Participate in a Practice Health Assessment, benchmarking program, business coaching engagement, team or leadership program, or fractional operating-system engagement; or
• Otherwise interact with KLAS.

This Privacy Policy applies to information collected through our websites and in connection with our coaching and consulting services. It does not apply to information governed by a separate written agreement that contains different privacy or confidentiality terms.

1. Information We Collect

The information we collect depends on how you interact with KLAS.

A. Information You Provide Directly

We may collect information that you voluntarily provide, including:

• First and last name;
• Practice or business name;
• Email address;
• Telephone number;
• Mailing or business address;
• Professional title, credentials, specialty, or practice type;
• Number of providers or approximate practice size;
• State or geographic area in which you practice;
• The goals, challenges, or priorities you want coaching to address;
• Your preferred KLAS coach or consultant;
• Questions, comments, and information included in free-text form fields;
• Consultation and meeting-scheduling information;
• Communications sent to us by email, telephone, website form, videoconference, or other means;
• Webinar and workshop registrations and participation information;
• Testimonials, reviews, photographs, audio, or video content you authorize us to use; and
• Any other information you choose to provide.

Our website forms and related communications are processed through service providers that support email delivery and customer relationship management, currently including SendGrid and Pipedrive.

B. Practice and Business Information

When you engage KLAS for a Practice Health Assessment, business coaching, benchmarking, team or leadership work, or related services, we may collect information such as:

• Practice history, ownership, services, locations, and operating schedules;
• Financial statements, profit-and-loss statements, balance sheets, and cash-flow information;
• Production, collection, revenue, expense, and overhead information;
• Accounts-receivable reports and aging summaries;
• Revenue cycle, billing, coding, claim, denial, and collections information;
• Fee schedules, payer mix, insurance participation, and reimbursement information;
• Patient-count, scheduling, capacity, or patient-flow information presented in aggregate or de-identified form;
• Provider production and compensation information;
• Employee roles, staffing levels, compensation, tenure, turnover, and organizational information;
• Workflow, operational, technology, and systems information;
• Practice goals, growth plans, and strategic-planning information; and
• Other information reasonably necessary to perform the requested services.

Some of this information may be confidential business information even when it does not identify an individual.

C. Assessment, Profile, and Team Program Information

Our team and leadership programs use third-party assessment instruments, which may include Everything DiSC^®, Everything DiSC Work of Leaders^®, and The Five Behaviors^®. In connection with these programs we may collect or receive:

• Individual assessment responses and resulting profile reports;
• Behavioral style, communication preference, and leadership tendency results;
• Team-level and group-level assessment summaries;
• Participant names, roles, and email addresses used to administer assessments;
• Survey responses concerning team effectiveness, culture, or leadership; and
• Notes, action plans, and follow-up items developed during coaching sessions.

Assessment results describe individual participants. We treat them as confidential and use them to deliver and support the program. Individual results are ordinarily shared with the participant and with the facilitator, and are shared with practice leadership only in the manner disclosed when the program is arranged, or in aggregate or team-level form.

Third-party assessment platforms process responses under their own privacy policies and terms as part of administering the instrument.

D. Website and Device Information

When you use our websites, we and our service providers may automatically collect information such as:

• Internet Protocol address;
• Browser type and version;
• Device type and operating system;
• Referring and exit pages;
• Pages viewed and links selected;
• Date, time, and duration of visits;
• Approximate geographic location derived from an IP address;
• Website performance and error information;
• Form-interaction information;
• Advertising and campaign attribution information;
• Cookie, pixel, tag, or similar technology identifiers; and
• Other technical information associated with your use of the website.

This website currently uses Google Analytics for website measurement, and is hosted and delivered through Vercel. We may add additional analytics, advertising, performance, or measurement technologies, including Google Ads conversion tracking, remarketing technologies, or similar tools. Where we do so, we will update this Privacy Policy and provide any notice or consent mechanism required by applicable law.

These technologies may collect information about your activities on our website and, depending on the provider and your settings, activities across other websites, applications, or devices.

E. Meeting, Webinar, Audio, and Video Information

Webinars, coaching sessions, workshops, and one-on-one meetings may be recorded to support:

• Accurate follow-up;
• Note-taking;
• Training;
• Quality assurance;
• Documentation of recommendations or decisions;
• Development of action items; and
• Improvement of our services.

A recording may capture:

• Your name;
• Voice;
• Image or likeness;
• Screen-sharing content;
• Chat messages;
• Questions;
• Presentation materials;
• Practice or business information; and
• Other information disclosed during the session.

Where required, we will provide notice or obtain consent before recording. Participants who do not wish to be recorded should notify KLAS before the session begins so that appropriate arrangements can be considered.

F. Information From Other Sources

We may receive information from:

• Your employees, partners, advisers, accountants, attorneys, or authorized representatives;
• Practice managers, administrators, or team members participating in an engagement;
• Referral partners;
• Public professional directories;
• Business, licensing, demographic, or market databases;
• Practice management, billing, or reporting systems you authorize us to access;
• Third-party assessment platforms used in our team and leadership programs;
• Social media and review platforms;
• Publicly available sources;
• Marketing and business-development providers; and
• Other KLAS affiliates or service lines, where permitted by law and consistent with your expectations.

You should provide personal information about another person only when you have authority or a lawful basis to do so.

2. Healthcare and Patient Information

KLAS provides business coaching, operational consulting, benchmarking, and team and leadership services to healthcare, dental, and other private-practice businesses.

KLAS is not acting as a healthcare provider through this website, and ordinary website forms are not intended for the submission of patient records or protected health information.

Do not submit patient names, treatment details, medical-record numbers, Social Security numbers, insurance identification numbers, clinical records, or other patient-level protected health information through a general website form, advertising lead form, ordinary email, or other unsecured communication channel.

Our services can involve review of revenue cycle, billing, coding, claims, and accounts-receivable information. When patient-related information is necessary for a Practice Health Assessment, revenue cycle review, benchmarking program, or other professional service, KLAS generally seeks to use aggregate, statistical, limited, or appropriately de-identified information whenever practical.

When KLAS performs services that require access to protected health information and KLAS qualifies as a business associate under the Health Insurance Portability and Accountability Act, KLAS will enter into a Business Associate Agreement with the applicable covered entity or business associate, as appropriate.

Protected health information received under a Business Associate Agreement will be handled in accordance with:

• The applicable Business Associate Agreement;
• HIPAA and its implementing regulations, where applicable;
• Applicable data-security and breach-notification requirements; and
• Any other controlling written agreement.

A secure, approved method of transmission should be used for protected health information. In the event of a conflict between this Privacy Policy and an applicable Business Associate Agreement, the Business Associate Agreement will control with respect to the protected health information it covers.

3. How We Use Information

We may use personal and business information to:

• Respond to inquiries and discovery call requests;
• Contact you regarding your goals, timeline, practice, or requested services;
• Schedule and conduct consultations, coaching sessions, workshops, and webinars;
• Determine whether our services are appropriate for your needs;
• Provide business coaching, Practice Health Assessments, benchmarking, revenue cycle and operational consulting, team and leadership programs, and fractional operating-system support;
• Prepare assessments, scorecards, financial and operational analyses, benchmark comparisons, action plans, and recommendations;
• Administer third-party assessment instruments and deliver the resulting profiles and debriefs;
• Coordinate with authorized attorneys, accountants, lenders, consultants, and other advisers at your direction;
• Deliver guides, worksheets, self-assessments, and other educational materials;
• Administer customer relationships through systems such as Pipedrive;
• Deliver email and transactional communications through providers such as SendGrid;
• Provide client support;
• Record and review sessions or webinars when appropriate and permitted;
• Create follow-up notes, summaries, action items, and recommendations;
• Send administrative messages, security alerts, and service updates;
• Send newsletters, educational materials, event information, or marketing communications where permitted by law;
• Measure website traffic, conversions, and campaign performance;
• Personalize and improve our websites, communications, programs, and services;
• Develop de-identified and aggregated benchmarks as described in Section 5;
• Protect our websites, systems, clients, and business from fraud, abuse, unauthorized access, or other security threats;
• Maintain records and enforce our agreements;
• Comply with tax, accounting, regulatory, legal, and professional obligations;
• Establish, exercise, or defend legal claims;
• Conduct internal business operations, quality assurance, training, and service development; and
• Complete a merger, acquisition, financing, restructuring, sale, or other business transaction.

We may combine information collected from different interactions when permitted by law.

4. How We Disclose Information

We may disclose information in the following circumstances.

A. Service Providers

We may disclose information to vendors that perform services for us, including:

• SendGrid, for email delivery;
• Pipedrive, for customer relationship management;
• Vercel, for website hosting and content delivery;
• Google Analytics, for website measurement;
• Third-party assessment platforms used to administer profiles and team surveys;
• Cloud-storage and information-technology providers;
• Email, telephone, text-message, and videoconferencing providers;
• Webinar and meeting platforms;
• Scheduling providers;
• Accounting and billing providers;
• Cybersecurity and fraud-prevention providers;
• Electronic-signature and document-management providers;
• Marketing and communications providers; and
• Professional advisers and consultants.

These providers may access information only as reasonably necessary to perform services for KLAS or as otherwise described in their own privacy notices and agreements.

B. Professional Advisers

At your direction or as reasonably necessary to provide requested services, we may disclose information to:

• Attorneys;
• Certified public accountants;
• Tax advisers;
• Financial planners;
• Banks and lenders;
• Insurance professionals;
• Billing, coding, or revenue cycle vendors;
• Technology, operations, marketing, or human-resources consultants; and
• Other members of an authorized advisory team.

C. Practice Leadership and Program Participants

In team and leadership engagements, information may be shared among the practice owner, practice leadership, the facilitator, and program participants as necessary to deliver the program.

Individual assessment results are shared in the manner disclosed when the program is arranged. Where individual results are not shared with leadership, we ordinarily provide aggregate or team-level summaries instead.

D. KLAS Affiliates

We may disclose information among KLAS-affiliated service lines when needed to respond to your request, coordinate services, manage a client relationship, or provide an integrated service offering.

For example, a coaching engagement may require assistance relating to accounting, marketing, practice transitions, or real estate.

E. Legal and Safety Disclosures

We may disclose information when we reasonably believe disclosure is necessary to:

• Comply with a law, regulation, subpoena, court order, or legal process;
• Respond to a lawful government request;
• Protect the rights, property, safety, or security of KLAS, our clients, or others;
• Investigate fraud, misconduct, unauthorized activity, or security incidents;
• Enforce an agreement; or
• Establish, exercise, or defend a legal claim.

F. Business Transactions

Information may be transferred or disclosed as part of an actual or proposed merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or other business transaction.

G. With Your Direction or Consent

We may disclose information for another purpose when you direct us to do so or provide consent.

5. Benchmarking and De-Identified Information

Our benchmarking services compare a practice's performance against industry and peer reference points. To build and maintain those reference points, KLAS may use practice performance information in de-identified or aggregated form.

When we do so:

• We remove or withhold information that identifies a practice, provider, employee, or patient;
• We combine information across multiple practices so that individual practices are not reasonably identifiable;
• We do not publish or disclose your practice's identifiable financial or operational results as part of a benchmark; and
• We may retain and continue to use de-identified and aggregated information after an engagement ends.

De-identified and aggregated information is not personal information under most privacy laws. We do not attempt to re-identify information that has been de-identified.

Where a Business Associate Agreement or other written agreement restricts the use of de-identified or aggregated information, that agreement controls.

6. Sale, Sharing, Targeted Advertising, and Remarketing

KLAS does not sell personal information in exchange for money.

However, our use of Google Analytics and any advertising, remarketing, or measurement technologies we may add in the future may be considered a "sale," "sharing," "targeted advertising," or "cross-context behavioral advertising" under certain state privacy laws.

These technologies may allow advertising or analytics providers to:

• Receive information about your browser, device, and website activity;
• Associate activity with advertising or analytics identifiers;
• Measure whether advertising resulted in a website visit or form submission;
• Create or refine advertising audiences;
• Display KLAS advertisements after you leave our website; and
• Measure campaign reach and effectiveness.

Where required by applicable law, we will provide a cookie banner, consent mechanism, or privacy-preference tool that allows users to reject or manage nonessential advertising and analytics technologies.

You may also submit a request to opt out of applicable selling, sharing, or targeted advertising by contacting us using the information in Section 18.

We do not knowingly sell or share the personal information of individuals under 18.

7. Cookies and Similar Technologies

We and our providers use cookies, local storage, pixels, tags, scripts, and similar technologies to:

• Operate website features;
• Remember user preferences;
• Protect website security;
• Prevent spam, fraud, or abuse;
• Understand website traffic and performance;
• Diagnose technical problems;
• Measure advertising conversions;
• Measure the effectiveness of communications or campaigns; and
• Improve the user experience.

Cookies and similar technologies may include:

• Strictly necessary technologies, which support security and essential website functions;
• Functional technologies, which remember settings or preferences;
• Analytics technologies, currently including Google Analytics; and
• Advertising technologies, if and when we add them.

You can control certain cookies through your browser settings or any cookie-preference tool available on our website. Blocking cookies may affect website functionality.

8. Email Communications

We use SendGrid and potentially other communication providers to deliver:

• Responses to your inquiry;
• Transactional emails;
• Service notices;
• Webinar and workshop confirmations;
• Appointment reminders;
• Guides and educational materials you request;
• Follow-up communications;
• Newsletters; and
• Marketing messages.

Email providers may process your email address, name, message-delivery information, open status, link-click information, device information, and similar engagement data.

You may unsubscribe from promotional emails by using the unsubscribe link contained in the message or by contacting us.

Opting out of marketing messages does not prevent us from sending administrative or transactional messages relating to an active engagement, meeting, security issue, or legal obligation.

9. Text Messages and SMS Communications

KLAS does not currently use SMS text messaging as a regular marketing channel but may introduce SMS communications in the future.

Before sending marketing text messages, KLAS intends to implement appropriate consent, disclosure, recordkeeping, and opt-out procedures.

If SMS communications are introduced, they may be used for:

• Appointment reminders;
• Consultation follow-up;
• Webinar and workshop reminders;
• Service updates; and
• Promotional or educational messages, where authorized.

Consent to receive marketing text messages will not be a condition of purchasing services unless clearly disclosed and legally permitted.

Message and data rates may apply. Message frequency may vary. Recipients will be able to opt out of marketing messages using the instructions provided in the message, such as replying "STOP."

KLAS will update this Privacy Policy or provide an additional SMS disclosure before beginning regular SMS marketing.

10. Communications and Marketing Choices

We may send administrative communications related to consultations, engagements, security, contracts, or services. You generally cannot opt out of communications necessary to complete a requested service.

You may unsubscribe from promotional emails by using the unsubscribe link in the email or by contacting us.

You may manage nonessential cookies and advertising technologies through your browser settings or our website's cookie-preference tool, where available.

Requests to stop marketing messages do not prevent us from sending non-promotional communications concerning an active engagement or legal obligation.

11. Confidentiality of Practice Information

We recognize that assessments, financial reviews, benchmarking, staffing discussions, and leadership work involve highly confidential information.

We use reasonable administrative, contractual, technical, and physical measures intended to restrict access to confidential information and limit its use to legitimate business purposes.

Our website forms may state that submissions are confidential. This means KLAS will treat the information as confidential within its business operations; it does not mean that ordinary internet transmissions or email communications are guaranteed to be encrypted, privileged, or immune from unauthorized access.

Specific confidentiality obligations may also be established in a nondisclosure agreement, engagement agreement, Business Associate Agreement, or other written contract.

12. Data Security

KLAS uses reasonable administrative, technical, and physical safeguards designed to protect personal and confidential business information.

These measures may include:

• Access controls;
• Password protections;
• Multifactor authentication;
• Encryption where appropriate;
• Secure cloud-hosting providers;
• Vendor-management practices;
• Employee or contractor confidentiality requirements;
• Data backups;
• Security monitoring; and
• Procedures for responding to suspected security incidents.

No website, internet transmission, storage system, videoconference, email system, or security measure is completely secure. We cannot guarantee absolute security.

You should not send protected health information, full payment-card information, Social Security numbers, account passwords, or similarly sensitive information through an ordinary website form or unencrypted email unless specifically instructed to do so.

13. Data Retention

We retain information for as long as reasonably necessary to:

• Respond to an inquiry;
• Provide requested services;
• Maintain an ongoing client or business relationship;
• Support continuing benchmarking, monitoring, or coaching services;
• Maintain assessment, profile, and program records;
• Deliver requested materials;
• Maintain meeting, webinar, or session records;
• Maintain business, tax, and accounting records;
• Comply with legal, professional, contractual, or regulatory requirements;
• Resolve disputes;
• Enforce agreements; and
• Protect against fraud or legal claims.

Retention periods vary depending on the type of information, the nature of the engagement, contractual commitments, legal requirements, and the sensitivity of the information.

Meeting and webinar recordings will be retained only for as long as reasonably necessary for follow-up, training, quality assurance, documentation, or other disclosed business purposes, unless a longer period is required by law or agreement.

We may retain de-identified or aggregated information that no longer reasonably identifies an individual, as described in Section 5.

14. State Privacy Rights

Depending on your state of residence and the applicability of state privacy law to KLAS, you may have rights concerning your personal information, including the right to:

• Confirm whether we process your personal information;
• Access or obtain a copy of personal information;
• Correct inaccurate personal information;
• Delete certain personal information;
• Obtain certain information in a portable format;
• Opt out of the sale of personal information;
• Opt out of sharing for cross-context behavioral advertising;
• Opt out of targeted advertising;
• Opt out of certain profiling that produces legal or similarly significant effects;
• Limit certain uses or disclosures of sensitive personal information;
• Receive information about categories of personal information collected, used, or disclosed; and
• Appeal a decision concerning your privacy request.

These rights are not absolute. Exceptions may apply when information is needed to provide services, meet legal obligations, protect legal rights, prevent fraud, or fulfill another permitted purpose.

KLAS will not unlawfully discriminate against you for exercising an applicable privacy right.

Submitting a Privacy Request

You may submit a request by:

• Emailing info@klassolutions.com;
• Calling 844-552-7100; or
• Mailing a request to the address listed in Section 18.

Please include "Privacy Request" in the email subject line and describe the right you wish to exercise.

We may request information reasonably necessary to verify your identity and authority. We will use verification information only to process the request.

An authorized agent may submit a request on your behalf where permitted by law. We may require proof of the agent's authority and may contact you directly to verify the request.

15. California Privacy Notice

This section supplements the rest of this Privacy Policy for California residents when the California Consumer Privacy Act, as amended by the California Privacy Rights Act, applies to KLAS.

During the preceding 12 months, KLAS may have collected the following categories of personal information:

• Identifiers, such as name, email address, telephone number, IP address, and business address.
• Customer-record information, such as contact, billing, and business information.
• Commercial information, such as services purchased or considered.
• Internet or electronic-network activity, such as browsing, device, advertising, and website-interaction information.
• Professional or employment-related information, such as title, specialty, credentials, staffing information, or professional background.
• Financial information, such as practice financial statements, revenue cycle information, or billing information.
• Geolocation information, generally consisting of approximate location derived from an IP address or a business location you provide.
• Audio, electronic, visual, or similar information, such as recorded calls, webinars, videoconferences, photographs, or testimonials.
• Inferences, such as conclusions concerning service needs, operational priorities, or business interests.
• Sensitive personal information, where voluntarily provided or necessary for a service, such as account-access credentials or precise financial information.

We collect these categories from the sources described in this Privacy Policy and use them for the purposes described in Section 3.

We may disclose these categories to the recipients described in Section 4 for business purposes.

KLAS does not sell personal information for monetary consideration. However, our use of analytics and any advertising or remarketing technologies we add may constitute "sharing" under California law.

California residents may have the right to opt out of such sharing by using our cookie-preference tool or contacting us using the information in Section 18.

KLAS does not use or disclose sensitive personal information for purposes that require a right to limit under California law unless a separate notice states otherwise.

California's "Shine the Light" law may permit certain residents to request information concerning disclosures of personal information to third parties for their own direct-marketing purposes. KLAS does not disclose personal information to unaffiliated third parties for their own direct marketing without appropriate authorization.

16. Children's Privacy

Our websites and services are intended for practice owners, healthcare professionals, dental professionals, practice administrators, advisers, and other adults.

They are not directed to children under 13, and we do not knowingly collect personal information online from children under 13.

Contact us if you believe a child has provided personal information to us so that we can evaluate and address the situation.

17. Third-Party Websites and Services

Our websites may link to or integrate with third-party websites or services, including:

• SendGrid;
• Pipedrive;
• Vercel;
• Google services;
• Third-party assessment platforms;
• Scheduling platforms;
• Video-hosting providers;
• Webinar and videoconferencing providers;
• Social media platforms;
• Review platforms;
• Other KLAS brand websites; and
• Other professional service providers.

KLAS does not control the privacy, security, or content practices of unaffiliated third parties. Their privacy policies govern information they collect directly from you.

A link to or integration with a third party does not necessarily constitute an endorsement of its privacy practices.

18. Contact Us

For questions, concerns, complaints, or privacy requests, contact:

KLAS Solutions, LLC
Attn: Privacy
1 Martin Woods Way
Fountain Inn, SC 29644
United States

Email: info@klassolutions.com
Telephone: 844-552-7100
Website: https://klashealthcarecoaching.com

Please do not include patient records, complete payment-card information, Social Security numbers, passwords, or similarly sensitive information in an initial privacy-request email.

19. International Visitors

KLAS is based in the United States, and our websites and services are primarily directed to users in the United States.

If you access our websites from another country, your information may be transferred to, stored in, or processed in the United States or another country where our providers operate. Those countries may have data-protection laws different from those in your jurisdiction.

20. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our services, technologies, vendors, business practices, or legal obligations.

When we make changes, we will post the revised policy and update the "Last Updated" date. We may provide additional notice when required by law or when changes are material.

Your continued use of our websites after an updated Privacy Policy becomes effective is subject to the revised policy, to the extent permitted by law.