{"templateId":"markdown","sharedDataIds":{"sidebar":"sidebar-sidebars.yaml"},"props":{"metadata":{"markdoc":{"tagList":["admonition"]},"type":"markdown"},"seo":{"title":"Member FAQ template","llmstxt":{"hide":false,"sections":[{"title":"Table of contents","includeFiles":["**/*"],"excludeFiles":[]}],"excludeFiles":[]}},"dynamicMarkdocComponents":[],"compilationErrors":[],"ast":{"$$mdtype":"Tag","name":"article","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":1,"id":"member-faq-template","__idx":0},"children":["Member FAQ template"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["If you’re a 1upHealth customer and you need to include an FAQ on your website or application for your customers about your interoperability solution, you can modify and use the below template."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["This information should not be considered legal advice. Make sure to have your compliance team review the sample language to verify that it meets your requirements."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Some of the following sample language includes placeholder text in ",{"$$mdtype":"Tag","name":"code","attributes":{},"children":["{curly brackets}"]},". Make sure to replace the placeholder text."]},{"$$mdtype":"Tag","name":"blockquote","attributes":{},"children":[{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-is-interoperability","__idx":1},"children":["What is interoperability?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Interoperability enables health information systems to work together within and across organizations. This ability supports effective delivery of health care for individuals and communities. It requires insurance companies to provide patient health information—such as claims, clinical information, and pharmacy and provider directories—in an electronic format that can be easily shared."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"why-is-interoperability-important","__idx":2},"children":["Why is interoperability important?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Interoperability enables members access to their health information on a mobile device, or other electronic devices, in a secure way for personal use."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"how-does-it-work","__idx":3},"children":["How does it work?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["You are in control of your health information. You can authorize the release of your data to a specified application (an app) designed for a mobile device of your choice, so that you can view your data. These apps are not owned and operated by ",{"$$mdtype":"Tag","name":"code","attributes":{},"children":["{CUSTOMER}"]},". The ",{"$$mdtype":"Tag","name":"code","attributes":{},"children":["{CUSTOMER}"]}," website includes a link, which allows an app to access an Application Programming Interface (API) to get to your information, after you authorize access to your data."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-should-i-know-when-choosing-an-app","__idx":4},"children":["What should I know when choosing an app?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["It’s important for you to take an active role in protecting your health information. You should look for an app with an easy-to-read privacy policy that clearly explains how the app will use your data. If an app does not have a privacy policy, you might not want to use the app. You should consider:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["What health data will this app collect? Will it collect non-health data from my device, such as my location?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Will my data be stored in a de-identified or anonymized form?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["How will this app use my data?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Will this app disclose my data to third parties?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Will this app sell my data for any reason, such as advertising or research?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Will this app share my data for any reason? If so, with whom? For what purpose?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["How can I limit this app’s use and disclosure of my data? ‍"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["What security measures does this app use to protect my data?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["What impact could sharing my data with this app have on others, such as my family members?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["How can I access my data and correct inaccuracies in data retrieved by this app?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Does this app have a process for collecting and responding to user complaints?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If I don’t want to use this app anymore, or if I don’t want this app to have access to my health information anymore, how do I remove the app’s access to my data?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["What is the app’s policy for deleting my data after I remove access? Do I have to do more than delete the app from my device?"]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["How does this app inform users of changes that could affect its privacy practices?"," ","If the app’s privacy policy does not clearly answer these questions, you should reconsider using the app to access your health information. Health information is very sensitive information, and you should be careful to choose apps with strong privacy and security standards to protect it."]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-applications-are-available","__idx":5},"children":["What applications are available?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Review the list of ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"/docs/get-started/third-party-apps"},"children":["Third-party applications"]}," maintained by 1upHealth."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"are-third-party-applications-covered-by-hipaa","__idx":6},"children":["Are third-party applications covered by HIPAA?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Most third-party apps won’t be covered by HIPAA. Most third-party apps are instead under the jurisdiction of the Federal Trade Commission (FTC) and the protections provided by the FTC Act. The FTC Act, protects against deceptive acts (such as if an app shares personal data without permission, despite having a privacy policy that says it won’t do so)."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["You can learn more about the FTC protections for mobile app privacy and security for consumers in ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"https://consumer.ftc.gov/articles/how-protect-your-privacy-apps"},"children":["How Websites and Apps Collect and Use Your Information"]},"."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-information-do-i-need-to-provide-to-authorize-an-application-to-see-my-health-care-data","__idx":7},"children":["What information do I need to provide to authorize an application to see my health care data?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["There are two possible methods of authorizing an application to see your health care data:"]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["To provide access to your data for an application, you must create an account by providing your first name, last name, date of birth, member plan ID, zip code, and a unique email address."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["If your health plan supports integration with their member portal, you’ll see the health plan’s authentication screen to enter your portal credentials, and a link to your health plan’s site to create a portal account."]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"if-i-have-already-authorized-one-application-to-see-my-health-plan-data-will-i-have-to-create-another-account-to-authorize-a-second-application","__idx":8},"children":["If I have already authorized one application to see my health plan data, will I have to create another account to authorize a second application?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["No. After you authorize one application to see your health plan data, you only have to authenticate using your email address and a corresponding code to allow a second application to see the data."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-email-is-used-to-authorize-an-application-to-see-my-health-plan-data","__idx":9},"children":["What email is used to authorize an application to see my health plan data?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["You must use the unique email address that you initially used to authorize and allow access to your data. An authorization code is sent to that email address, and you must enter it into the Health Plan application. If you don’t remember the email address, contact your health plan to get that information."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"are-the-field-names-case-sensitive","__idx":10},"children":["Are the field names case sensitive?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["No."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"how-can-i-find-my-member-id","__idx":11},"children":["How can I find my Member ID?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Your Member ID is the ID listed on the member ID card provided to you by your health plan. If you don’t have this card, or if the number you entered resulted in an error, contact your health plan support team."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-do-i-do-if-i-have-authenticated-and-authorized-successfully-but-i-dont-see-any-data-or-see-a-discrepancy-in-the-data","__idx":12},"children":["What do I do if I have authenticated and authorized successfully, but I don't see any data or see a discrepancy in the data?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Contact the application developer using the support mechanism that they have provided on the application."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-data-can-i-share","__idx":13},"children":["What data can I share?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Your health plan has made available all claims, encounters, and clinical data (including laboratory results) that they control and maintain in their systems related to you as an individual. The availability of this data varies by health plan and individual member, and third-party applications will get certain aspects of the data depending on the application's use."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["In general, the types of data you can expect to be available from your health plan might include: fully adjudicated medical and pharmacy claims, clinical lab results, care management documentation (such as health assessments or care goals), clinical measures, such as vital signs (blood pressure, weight, height, smoking status, etc.), and provider and organization information related to care that you have received."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Review the app's documentation or contact your application’s support team to get more information about what data they get from your health plan. You can’t choose to share only certain aspects of your data, which means that if you authorize data-sharing, the app will have full access to any data your health plan makes available."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"why-cant-i-see-claims-data-from-the-last-week","__idx":14},"children":["Why can't I see claims data from the last week?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Recent updates to your claims or clinical data might not appear immediately. Try again in one week. If you still can’t find the data, contact the application developer using the support option they provided. The application developer will try to resolve the issue."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"i-am-a-personal-representative-for-another-member-parent-of-a-child-legal-power-of-attorney-etc-how-do-i-get-access-to-the-members-data","__idx":15},"children":["I am a personal representative for another member (parent of a child, legal power of attorney, etc). How do I get access to the member's data?"]},{"$$mdtype":"Tag","name":"Admonition","attributes":{"type":"info","name":"Health plan must add info"},"children":[{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Add your own information about how your members can allow their personal representatives to get access to their data."]}]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-should-a-patient-consider-if-they-are-part-of-an-enrollment-group","__idx":16},"children":["What should a patient consider if they are part of an enrollment group?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Some patients, particularly patients who are covered by Qualified Health Plans (QHPs) on the Federally-Facilitated Exchanges (FFEs), might be part of an enrollment group that shares the same health plan as multiple members of their tax household. In this case, the primary policy holder and other members can often access information for all members of an enrollment group, unless a specific request is made to restrict access to member data."]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Patients should be informed about how their data will be accessed and used if they are part of an enrollment group based on the enrollment group policies of their health plan in their state. Patients who share a tax household, but who don’t want to share an enrollment group, can enroll individual household members into separate enrollment groups, regardless of applying for Exchange coverage and financial assistance on the same application. This can, however, result in higher premiums for the household and some members (for example, dependent minors might not be able to enroll in all QHPs in a service area if enrolling in their own enrollment group), and in higher total out-of-pocket expenses if each member has to meet a separate annual limitation on cost sharing (for example, Maximum Out-of-Pocket (MOOP))."]},{"$$mdtype":"Tag","name":"Heading","attributes":{"level":2,"id":"what-resources-are-available-if-i-have-concerns","__idx":17},"children":["What resources are available if I have concerns?"]},{"$$mdtype":"Tag","name":"p","attributes":{},"children":["Most third-party apps are not covered by HIPAA (Health Insurance Portability and Accountability Act). Instead, they are under the jurisdiction of the FTC (Federal Trade Commission) and the FTC Act. This Act protects you against deceptive acts (such as if an app shares personal data without permission). If you think your data has been used inappropriately, you can contact AultCare. You can also submit a complaint to the Office of Civil Rights (OCR) or FTC."]},{"$$mdtype":"Tag","name":"ul","attributes":{},"children":[{"$$mdtype":"Tag","name":"li","attributes":{},"children":["To learn more about filing a complaint, see ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"https://www.hhs.gov/hipaa/filing-a-complaint/index.html"},"children":["OCR under HIPAA"]},"."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Individuals can file a complaint with OCR in the ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf"},"children":["OCR complaint portal"]},"."]},{"$$mdtype":"Tag","name":"li","attributes":{},"children":["Individuals can file a complaint with the FTC in the ",{"$$mdtype":"Tag","name":"MarkdownLink","attributes":{"href":"https://reportfraud.ftc.gov/#/"},"children":["FTC complaint assistant"]},"."]}]}]}]},"headings":[{"value":"Member FAQ template","id":"member-faq-template","depth":1},{"value":"What is interoperability?","id":"what-is-interoperability","depth":2},{"value":"Why is interoperability important?","id":"why-is-interoperability-important","depth":2},{"value":"How does it work?","id":"how-does-it-work","depth":2},{"value":"What should I know when choosing an app?","id":"what-should-i-know-when-choosing-an-app","depth":2},{"value":"What applications are available?","id":"what-applications-are-available","depth":2},{"value":"Are third-party applications covered by HIPAA?","id":"are-third-party-applications-covered-by-hipaa","depth":2},{"value":"What information do I need to provide to authorize an application to see my health care data?","id":"what-information-do-i-need-to-provide-to-authorize-an-application-to-see-my-health-care-data","depth":2},{"value":"If I have already authorized one application to see my health plan data, will I have to create another account to authorize a second application?","id":"if-i-have-already-authorized-one-application-to-see-my-health-plan-data-will-i-have-to-create-another-account-to-authorize-a-second-application","depth":2},{"value":"What email is used to authorize an application to see my health plan data?","id":"what-email-is-used-to-authorize-an-application-to-see-my-health-plan-data","depth":2},{"value":"Are the field names case sensitive?","id":"are-the-field-names-case-sensitive","depth":2},{"value":"How can I find my Member ID?","id":"how-can-i-find-my-member-id","depth":2},{"value":"What do I do if I have authenticated and authorized successfully, but I don't see any data or see a discrepancy in the data?","id":"what-do-i-do-if-i-have-authenticated-and-authorized-successfully-but-i-dont-see-any-data-or-see-a-discrepancy-in-the-data","depth":2},{"value":"What data can I share?","id":"what-data-can-i-share","depth":2},{"value":"Why can't I see claims data from the last week?","id":"why-cant-i-see-claims-data-from-the-last-week","depth":2},{"value":"I am a personal representative for another member (parent of a child, legal power of attorney, etc). How do I get access to the member's data?","id":"i-am-a-personal-representative-for-another-member-parent-of-a-child-legal-power-of-attorney-etc-how-do-i-get-access-to-the-members-data","depth":2},{"value":"What should a patient consider if they are part of an enrollment group?","id":"what-should-a-patient-consider-if-they-are-part-of-an-enrollment-group","depth":2},{"value":"What resources are available if I have concerns?","id":"what-resources-are-available-if-i-have-concerns","depth":2}],"frontmatter":{"seo":{"title":"Member FAQ template"}},"lastModified":"2026-04-24T21:01:48.000Z","pagePropGetterError":{"message":"","name":""}},"slug":"/docs/patient-access/template-faq","userData":{"isAuthenticated":false,"teams":["anonymous"]},"isPublic":true}