Privacy policy

Coverloop is a scheduling and staffing-operations service operated by AIQ Labs Limited. Healthcare staffing agencies and provider groups (our customers) use it to schedule clinicians, fill open shifts, track credentials and record hours. This policy explains what we process and why.

Our role

For data our customers put into Coverloop about their clinicians, facilities and schedules, we act as a service provider / processor on the customer's instructions. For account and website data (people who sign up or log in) we act as the controller.

What we process

• Account data: name, work email, role, login and security events.
• Clinician data (from our customers): name, contact details, role, licenses and credentials (license numbers are encrypted at rest), availability and leave, assignments, offers and responses, time entries and pay/bill amounts.
• Communications: emails, texts and call records sent through Coverloop, including call transcripts for AI-assisted calls, and contact-consent records (opt-ins and opt-outs).
• Technical data: IP address, device and log data needed to secure and operate the service.

Patient information: Coverloop is designed not to hold protected health information. Patient-data features stay disabled for an organization until a business associate agreement is in place, and we ask customers not to send patient details in messages.

How we use it

• To provide the service: scheduling, eligibility checks, shift offers, notifications, reporting.
• To secure it: access control, audit logging, fraud and abuse prevention.
• To support customers and improve reliability.

AI features. Some features use AI models (for example to read an inbound message or draft a short note). Who may work a shift, and every pay or bill amount, is decided by deterministic rules, not AI. Customer data is not used to train AI models, ours or our providers'.

We do not sell personal information and do not use clinician contact details for marketing.

Service providers (sub-processors)

• Cloud hosting and storage (Amazon Web Services) and our own servers
• Cloudflare — network delivery, DNS, and AI model inference
• Resend — transactional email
• Zernio / Telnyx — SMS and phone calls
• Deepgram — speech-to-text and text-to-speech for calls

We update this list before adding a new provider that processes customer data.

Retention

We keep customer data for as long as the customer's account is active and then delete or return it on request, except where we must keep records (for example, audit logs and billing records) for legal reasons. Backups expire on a rolling schedule (daily copies after 35 days, weekly copies after one year).

Security

Encryption in transit (TLS) and at rest, field-level encryption for license identifiers, role-based access, two-factor authentication, an append-only audit trail, and tested backups.

Your choices and rights

Clinicians can manage notification consent in the provider portal or reply STOP to texts. To access, correct or delete your information, contact the organization you work with, or us at pat@aiqlabs.ai and we'll help route the request. Depending on where you live (including California and Canada), you may have additional rights; we honor them as required by law.

Changes

We will post changes here and update the date above; material changes are notified to customers in advance.