Website Privacy Policy

INTRODUCTION

Date of Last Revision: July 29, 2025

This website privacy policy (“Privacy Policy”) explains how Orange County Health Authority, a California local public agency doing business as CalOptima Health (hereinafter also referred to as “we,” “us” or “our”), collects information and what type of information is collected from users (hereinafter referred to as “user,” “you” or “your”) by any or all CalOptima Health websites, webpages, and landing pages, including without limitation:

Those with the uniform resource locator (URL) address: www.caloptima.org.
Those that relate in any way to the CalOptima Health member portal.
All other websites, webpages and landing pages owned and/or operated by CalOptima Health or hosted and/or operated by third parties on our behalf.

The websites described above are collectively hereinafter referred to as “CalOptima Health’s Websites” (unless otherwise specified). In addition to explaining how CalOptima Health collects information, this Privacy Policy also describes how CalOptima Health stores, uses, protects, and discloses information collected on CalOptima Health’s Websites.

The information provided on CalOptima Health’s Websites is not a substitute for the advice of a personal physician or other qualified health care professional. Always seek the advice of a physician or other qualified health care professional with any questions regarding medical symptoms or a medical condition.

Before accessing, visiting and/or using CalOptima Health’s Websites and/or providing CalOptima Health with any such information as described in the Privacy Policy, you acknowledge that you have read, understood and agreed to all terms and conditions set forth in the Privacy Policy. CalOptima Health reserves the right at any time in our sole discretion to modify or change the Privacy Policy. As applicable, your use of CalOptima Health’s Websites may be subject to the Notice of Privacy Practices (NPP). The NPP describes how CalOptima Health uses and discloses your protected health information. If you do not agree to the terms and conditions in this Privacy Policy or the NPP please do not use CalOptima Health’s Websites. Your continued use of this website constitutes your acceptance of the terms and conditions.

Sections

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HOW CALOPTIMA COLLECTS INFORMATION

A. www.caloptima.org

CalOptima Health may automatically collect certain information about you through your access to and/or use of www.caloptima.org. CalOptima Health may place “cookies” and/or other types of files and/or software code on the computer or other device that you use to access www.caloptima.org.

Cookies are small text files stored on your device that let us make your experience better and more efficient. They allow us to recognize your device and browser, and store information that we deem important for improving our services.

Essential Cookies: We may store cookies on your device if they are necessary to enable us to offer and provide our services. They are also required for you to navigate through the website and web application, and benefit from all the available functions. These cookies cannot be switched off and are set for basic options on the website, such as logging in, accessing forms, and setting preferences, including time zone or languages.
Analytical Cookies: These cookies are placed to aid us in understanding how you interact with the available options on the website, which parts you use the most and how you engage with our services. This helps us create statistics of usage and the amount of time you spend on the website. These statistics will ultimately help us improve our website and any services we offer on it.
Functional Cookies: These cookies are placed by us to help us provide you with better functionality of the website and our services, and to make them more personalized to you. They can also be placed by third-party providers you specifically consent to when you accept this cookie policy. You may block these cookies, but if you do, it may be that parts of the website do not function the way we intended.

In addition, CalOptima Health may employ other technologies, including web beacons and tracking pixels. CalOptima Health may also collect technical information about your usage of www.caloptima.org and may use various technologies to collect information about:

Cookies
Internet Protocol (IP) addresses
Referring IP addresses
Referring URLs
Device type
Device identifiers
Browser types
Browser language
Pages accessed
URLs
Platform type
Clicks, domain names, landing pages, and amount of time spent on particular pages
Application state and the date and time of activity with our applications
Other similar information

You may stop or restrict the placement of cookies and other tracking technologies, such as pixel tags. You do this by blocking them on your device or by removing them and adjusting preferences on your browser. This may vary from device to device and from browser to browser.

Please see the links below for guidance on how to modify your web browser’s settings on the most popular browsers:

Once you correctly block cookies on your browser, parts of the website may become unavailable to you or may otherwise not function properly.

CalOptima Health may also collect information about you:

Through third parties that provide search and/or electronic communications analytics, such as Google and Google Analytics
Through other third parties

CalOptima Health may also collect Personal Information, as defined below, that you voluntarily provide through our services, such as information that you submit in an online Grievance and Appeal form.

B. Member Portal

Users may access the member portal via www.caloptima.org. New users will voluntarily provide demographic and other information about themselves during the registration process. The member portal will collect account information, such as username, email and phone number.

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THE TYPE OF INFORMATION ABOUT YOU THAT CALOPTIMA COLLECTS

CalOptima Health collects “Personal Information” and non-personally identifiable information from visitors and users of CalOptima Health’s Websites. Personal Information as used in this Privacy Policy includes:

i) Personally identifiable information (PII), defined by applicable federal and state laws, which is generally information that can be used to distinguish or trace an individual’s identity

ii) Protected health information (PHI), as defined by the Health Insurance Portability and Accountability Act (HIPAA) of 1996

A. Anonymous Information

For users of CalOptima Health’s Websites, CalOptima Health may automatically collect and temporarily store non-PII about you that does not identify you individually but can provide CalOptima Health with usage data, either individually or in the aggregate (referred to as anonymous information). This includes but is not limited to:

IP address used to access the internet
Date and time of visit
Pages visited
Search terms used to locate CalOptima Health’s Websites, if visited from a search engine
IP address and/or name of the previous website, if visited via a link
Geolocation information

B. Personal Information

We do not collect Personal Information about you unless you provide it to us voluntarily. Portions of CalOptima Health’s Websites may allow you to provide us with Personal Information, which is used only for the purpose it was provided, such as to send you requested materials and information or respond to your questions or concerns. We do not sell, rent, or license Personal Information. We do not share Personal Information with third parties except our vendors and subcontractors, who need the information to assist us as allowable by law and when required by law.

Subject to these restrictions, CalOptima Health collects Personal Information, which is unique to you and that you may voluntarily provide during the registration process and through our services on CalOptima Health’s Websites, including:

Name, mailing address, email address, phone number and birthdate
Username, password and answers to security questions
Member’s health network and primary care provider, including provider’s name, address, tax ID and contracted health networks
Preferred written and spoken languages
Nature of grievance/complaint, when completing Grievance and Appeals forms
Plan information, such as member ID number, also known as Medi-Cal ID number or Client Index Number (CIN), Medicare ID number (MBI), and information about other health insurance coverage
Member eligibility and demographics
Provider information, such as name, address, tax ID and contracted health networks
Geolocation information
Health care information, including but not limited to:
- Medical history, including treatment and prescription history and referrals
- Communications between you and CalOptima Health staff
- Health assessment survey responses
- Any other information about your health that you input into CalOptima Health’s Websites

C. Information About You From Social Networking Sites and Other Software On Your Device

CalOptima Health maintains profiles and/or pages on various social media sites, including but not limited to Facebook, LinkedIn, X (formerly Twitter), and Instagram. If you choose to “Like” or “Follow” CalOptima Health on Facebook, “Follow” CalOptima Health on X or Instagram, “Connect” with CalOptima Health on LinkedIn, or take any other similar action on another social media site, you are providing your consent to receive information updates, including solicitations from CalOptima Health. To stop receiving this information from CalOptima Health on a social media site, you must follow the procedure established by the site. For example, on X, you must click “Unfollow” on CalOptima Health’s profile.

D. Technical and Usage Information From Your Devices

CalOptima Health may collect and store information about your mobile device or computer system, including a Media Access Control (MAC) address and IP address. CalOptima Health may also collect usage statistics about your interactions with CalOptima Health’s Websites. This information is typically collected using server log files or web log files, mobile device software development kits, and tracking technologies like browser cookies, to collect and analyze certain types of technical information. Some of the cookies CalOptima Health places on your computer are linked to your user ID.

E. Information from Communications Features and Online Tools

You may be able to communicate and share information with CalOptima Health employees. This includes messaging and submitting online forms, including Grievance and Appeal forms and requests for new member ID cards. CalOptima Health may record and store these communications on our servers. You acknowledge and consent to the recording and storage of these communications.

F. Other Sources

CalOptima Health may collect or receive information from other sources, including without limitation:

Other users of CalOptima Health’s Websites
Third-party information vendors

This information may be combined with other information about you that we collect.

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WHERE CALOPTIMA STORES INFORMATION ABOUT YOU

All or some portion of your Personal Information, as described above, may be stored on:

Your computer, smartphone or other device you use to access CalOptima Health’s Websites
CalOptima Health’s computers and/or other devices containing electronic storage, including CalOptima Health’s system databases
Computer servers and/or other devices containing electronic storage owned and/or operated by other persons or entities at the direction of CalOptima Health

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HOW CALOPTIMA USES INFORMATION ABOUT YOU

Any Personal Information that you give us will only be used to provide the product, service or information you have requested — such as to allow you to share information about your health care provider or for you to make a complaint — and for the following purposes:

Operating and delivering health care services
Enhancing, improving or modifying our services
Authenticating or confirming your identity
Verifying user eligibility
Providing you with access to your member and CalOptima Health benefits information
Allowing you to search for health care providers, pharmacies and facilities
Allowing you to send messages to CalOptima Health employees to facilitate your health care services
Completing transactions, such as processing your health care provider’s request for drug prior authorization
Allowing you to use self-service online tools, such as requesting a new member ID card
Allowing you to file complaints against CalOptima Health, including grievances and appeals
Sending you information about health care and health-related services, resources, and benefits that will help you manage your health
Sending administrative information to you, such as information regarding the services and changes to our terms, conditions and policies
Providing and improving customer services, including through email and text communications, or any chat or similar feature available through our services
Sending you health surveys
Improving user satisfaction through data analysis and identifying usage trends on CalOptima Health’s Websites
Sending marketing information we think may be of interest to you (but only as permitted by applicable laws)
Taking any action that we believe to be necessary or appropriate:
- To investigate, prevent and detect illegal activities under applicable laws, including laws outside your country of residence
- To comply with the legal process
- To respond to requests from public and government authorities, including those outside your country of residence
- To enforce our terms of service and Privacy Policy
- To protect our operations or those of our affiliates
- To protect our rights, privacy, safety or property, and that of our affiliates, you, or others
Other purposes specifically disclosed at the time we request your information

CalOptima Health may also aggregate Personal Information so that it does not personally identify you or any other user of our services. For example, we may aggregate Personal Information to analyze the percentage of our users who have a particular area code. CalOptima Health may also de-identify Personal Information to create anonymous data. CalOptima Health uses and shares anonymous and aggregate information for historical, statistical or business planning purposes. Additionally, we may use and share this information for any purpose except where we are required to do otherwise under applicable law. If we are required to treat this information as Personal Information under applicable law, then we may use it for the purposes for which we use and share Personal Information.

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HOW CALOPTIMA DISCLOSES INFORMATION ABOUT YOU

CalOptima Health may disclose your Personal Information as described above only as permitted by, required by and/or in accordance with applicable law, including without limitation to:

Your physician, pharmacy and/or other health care provider
Persons and/or entities authorized by you in writing
Third parties who perform services on our behalf, such as a pharmacy benefits manager, pharmacy benefits tools and others
As requested by regulatory agencies, such as the California Department of Health Care Services or the Centers for Medicare and Medicaid Services

Please note that if you post content, communicate with other users, and/or comment on content, such information may be exposed publicly.

CalOptima Health may also disclose your Personal Information after it has been de-identified to third parties to the extent permitted by and/or in accordance with applicable law. CalOptima Health may permit other persons or entities to gain access to collections and/or compilations of your data that have been de-identified in accordance with applicable laws. We may share de-identified, aggregated information and certain technical information to develop analytics to the extent permitted by our state and federal regulators and applicable law. We may also use this information for behavioral and web analytics to the extent permitted by our state and federal regulators and applicable law.

CalOptima Health may disclose or report information about you as permitted by, required by and/or in accordance with applicable law:

If we have a good faith belief that we are required to disclose the information in response to a legal process, such as a court order, search warrant or subpoena
To satisfy applicable laws
If we believe that CalOptima Health’s Websites are being used to commit a crime, including without limitation to report such criminal activity or to exchange information with other companies and organizations for the purposes of fraud protection and credit risk reduction
If we have a good faith belief that there is an emergency that poses a threat to the health or safety of a person or the general public
To protect the rights or property of CalOptima Health

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HOW CALOPTIMA PROTECTS INFORMATION ABOUT YOU

CalOptima Health protects the Personal Information it has collected from you by using industry-standard security precautions against loss and unauthorized access, destruction, use, modification or disclosure of that information. CalOptima Health complies with HIPAA security requirements applicable to CalOptima Health as a covered entity and as a business associate (as defined by HIPAA).

To help prevent unauthorized access, maintain data accuracy and protect against the inappropriate use of the information we collect, store and transmit, CalOptima Health has implemented a range of technical, physical and administrative safeguards. Under applicable laws, we are required to apply reasonable and appropriate measures to safeguard the confidentiality, integrity and availability of the PHI we use, maintain, store and/or disclose as part of the services we provide. These measures include encryption, mutual authentication, protection against malware/spyware, firewalls and token authentication, among other safeguards.

To further safeguard your information, you are required to register for an account to access the member portal. You will be asked to create a username and password, and to provide information pertinent to your account. You are responsible for securing the confidentiality of your username and password. When choosing a password, select a combination of letters and numbers that cannot be guessed or discovered by someone who knows you. It is important that you protect and maintain the security of your account and that you immediately notify us of any unauthorized use of your account.

Even though CalOptima Health takes precautions to maintain the confidentiality of your information, it is important to keep in mind that any information you input or any message you send using CalOptima Health’s Websites, email, or other means may not be secure and may be susceptible to third-party interception. No website, mobile application or internet transmission is completely secure. Unauthorized access, hacking, data loss, and/or other data breaches or other type of misuse may occur. If such events occur, we must comply with notice and other requirements under HIPAA and state privacy laws.

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HOW CALOPTIMA RESPONDS TO “DO NOT TRACK” SIGNALS

CalOptima Health’s Websites do not respond to “Do Not Track” signals from browsers. CalOptima Health’s Websites do not utilize advertisements, cross-channel campaign management, third-party trackers, personalized advertisements or other information collection technologies regardless of “Do Not Track” browser settings.

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OUR POLICY TOWARD CHILDREN

CalOptima Health’s Websites are not intended for use by children under 18 years old, and we do not knowingly collect any Personal Information from such children unless a parent, legal guardian or personal representative provides such information on behalf of the child. Children under 18 years old should not use CalOptima Health’s Websites at any time, and only a parent, legal guardian or personal representative should use CalOptima Health’s Websites on their behalf. If we learn that we have collected Personal Information from a child under the age of 18 without having received it from the child’s parent, legal guardian or personal representative, we will delete such information. You can visit the Federal Trade Commission’s website to learn about the Children’s Online Privacy Protection Act (COPPA).

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PRIVACY POLICIES OF LINKED SITES

CalOptima Health may include links at www.caloptima.org to websites operated by third parties. CalOptima Health is not responsible for the privacy practices, security or the content of any websites or mobile apps that are linked to www.caloptima.org. If you provide Personal Information to a third party’s website, your transaction will occur on that website and not www.caloptima.org, and that site will collect the information you provide pursuant to its own privacy policies. If you have any questions about how other websites or mobile apps use your information, you should review their policies and contact them directly. We are not responsible or liable for the actions of third-party advertisers, service vendors and/or any other third parties.

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MODIFICATIONS OR CHANGES TO OUR PRIVACY POLICY

CalOptima Health may make modifications or changes to this Privacy Policy from time to time. You can determine when we last revised the Privacy Policy by referring to the “Date of Last Revision” at the top of this Privacy Policy. Any changes will become effective when we post the revised Privacy Policy on CalOptima Health’s Websites. By continuing to use CalOptima Health’s Websites after the Date of Last Revision, you agree on behalf of yourself, your child who is a minor and/or any person or entity for whom you are acting to the revised Privacy Policy with all such modifications and/or changes. If you do not agree with the terms of this Privacy Policy in whole or in part, you can choose to discontinue use of CalOptima Health’s Websites.

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USE OF LICENSED OR COPYRIGHTED MATERIAL

The downloading, republication, retransmission, reproduction or other use of images, videos, fonts, and other licensed or copyrighted material from this website as standalone files is prohibited. The people in the licensed photos and videos that appear on this website are models and used for illustrative purposes only.

THE PROCESS FOR REVIEWING AND REQUESTING CHANGES TO PERSONAL INFORMATION ABOUT YOU THAT CALOPTIMA STORES

You may request to review, correct, update, suppress, or delete your Personal Information that was previously provided to CalOptima Health by using the contact information below:

CalOptima Health Customer Service Department

1-714-246-8500

Toll-free: 1-888-587-8088

TTY: 711

Monday–Friday, from 8 a.m.–5:30 p.m. We have staff who speak your language.

We will respond to your request consistent with applicable law. We may need to verify your identity prior to implementing your request. In making your request, please be as clear as possible about what PII you would like to have changed, suppressed or otherwise limited. Please note that we may need to retain certain information for recordkeeping purposes and/or to complete any transactions that you began prior to requesting a change or deletion. There may also be residual information that will remain within our databases and other records, which will not be removed.

Should you wish to make changes to your PHI, please note that we comply with requirements under HIPAA to allow amendments to your PHI in the Designated Record Set as defined by HIPAA and our privacy policies.

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YOUR WRITTEN AUTHORIZATION RIGHTS

Certain uses or disclosures of your Personal Information may require your specific written authorization. If you change your mind after authorizing such a use or disclosure, you may submit a written revocation of the authorization. However, your decision to revoke the authorization will not affect or undo any use or disclosure of information that occurred before you notified us of your decision to revoke your authorization.

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ACCESS RIGHTS AND COMPLAINTS

If you would like to submit a comment, complaint or question related to this Privacy Policy, you may contact CalOptima Health’s Privacy Officer at:

505 City Parkway West

Orange, CA 92868

1-888-587-8088