Agent Guide: Handling Member Privacy & Data Usage Inquiries

🚨 Overview

Members may occasionally reach out with concerns regarding how Vida Health collects, uses, and shares their personal data. It is critical that we provide transparent, compliant information and direct them to the correct resources to manage their preferences.

Key Rule: Never interpret the legal policy yourself. Always guide the member to the official written policy and the opt-out tools.

1️⃣ Where to Find the Privacy Policy

If a member asks how Vida uses their data, specifically regarding Third Parties, Advertising, or Analytics, direct them to our public Privacy Policy.

• The Resource: https://www.vida.com/privacy-policy/

• What it covers: This page details exactly how Vida engages with third parties for analytics and advertising purposes.

🗣️ Script (Verbal/Chat):

"We want to be fully transparent about how your data is handled. You can view our complete Privacy Policy, which details how we work with third parties for analytics and advertising, by visiting vida.com/privacy-policy."

2️⃣ The Right to Opt-Out ("Your Privacy Choices")

Members have the right to opt out of the "sale or sharing" of their personal information.

• Where to find it: Instruct the member to scroll to the Footer (bottom) of any Vida.com webpage.

• The Link Name: Click on "Your Privacy Choices".

• The Action: This tool allows them to customize their preferences regarding data sharing.

🗣️ Script (Verbal/Chat):

"You have the right to opt out of the sale or sharing of your personal information. You can do this at any time by scrolling to the bottom of our website and clicking the link labeled 'Your Privacy Choices.'"

3️⃣ No Barrier to Healthcare (Crucial Talking Point)

Some members fear that if they opt out of data sharing/analytics, they will lose access to their health coach or medical care. You must reassure them this is not true.

• The Fact: Opting out of Advertising/Analytics practices affects marketing data only. It does not impact their ability to receive clinical care or use the Vida app for their health program.

🗣️ Script (Verbal/Chat):

"I want to reassure you that managing these privacy preferences affects strictly data used for analytics and advertising. Opting out will not create any barrier to your healthcare. You can continue to work with your provider and use the Vida program fully, regardless of your privacy selection."

📝 Summary Checklist for Agents

When a member expresses data concern:

1. ✅ Acknowledge the concern and validate their right to privacy.

2. ✅ Direct them to vida.com/privacy-policy for specific details.

3. ✅ Guide them to the "Your Privacy Choices" link in the website footer to opt-out.

4. ✅ Reassure them that opting out does not stop their care or coaching.