HIPAA & Security

Avalora is designed for controlled, clinic-approved patient communication. Where protected health information is involved, Avalora supports HIPAA-aware workflows and BAA-backed deployment.

Avalora helps clinics capture, qualify, summarize, and route patient inquiries according to the clinic's approved services, FAQs, communication boundaries, and escalation rules.

Avalora does not provide medical advice, diagnose patients, recommend treatments, determine treatment eligibility, or replace clinical judgment. Clinical, urgent, sensitive, provider-specific, or unclear questions are routed back to the clinic team.

During onboarding, Avalora reviews the clinic's communication workflow, approved FAQs, call recording and transcription preferences, staff handoff rules, retention needs, access requirements, and vendor chain.

Where protected health information is involved, Avalora reviews required Business Associate Agreement coverage and vendor documentation before PHI-bearing workflows go live.

Avalora may use trusted third-party vendors for voice infrastructure, telephony, workflow automation, storage, alerts, dashboards, and integrations. Vendor security documentation and BAA coverage are reviewed based on the workflow being deployed.

What Avalora does not do

Avalora does not:

• provide medical advice
• diagnose patients
• recommend treatments
• determine treatment eligibility
• replace clinical judgment
• replace the clinic's staff
• act as an emergency service
• make broad compliance claims without workflow and vendor review

Human escalation

If a patient asks a clinical, urgent, sensitive, provider-specific, eligibility, or unclear question, Avalora routes the issue back to the clinic team according to the clinic's escalation rules.

Suggested escalation language: “That's something the clinic team should review directly. I can collect your question and route it to them, but I can't provide medical advice.”

Emergency language: “If this may be an emergency, please call 911 or seek urgent medical care now. I can also route a note to the clinic team, but this line is not an emergency service.”