SocialClimb
By RLDatix
SocialClimb typical implementation process:
Initial Discovery and Planning: SocialClimb begins with understanding your practice’s goals, current marketing setup, and integration needs with existing PM/EHR systems.
Integration Setup: The platform is configured and integrated with your healthcare practice management (PM) or electronic health record (EHR) system to automate workflows and data transfer.
Data Migration and Configuration: Relevant patient data, provider information, and marketing assets are imported or configured within SocialClimb.
Training and Adoption: Staff and administrators receive training on how to use the platform, including reputation management, campaign setup, and reporting features.
Testing and Validation: The setup is tested to ensure accurate data flow, automation, and functionality before full deployment.
SocialClimb can be customized to fit specific business needs for healthcare organizations. Here are several data points that illustrate its adaptability and customization options:
Goal-Driven Campaigns: SocialClimb’s Boost system analyzes your practice data and demographics, then recommends and customizes reputation ads based on your specific goals, such as increasing patient volume, targeting high-value cases, or focusing on particular providers or services.
Targeted ZIP Code Focus: The platform identifies and targets ZIP codes with high concentrations of your preferred patient profiles, allowing you to focus marketing efforts on the most relevant geographic areas.
Customizable Patient Segmentation: SocialClimb enables you to define and segment patient types based on case type, provider, or other criteria, so marketing efforts can be tailored to attract specific patient groups.
Personalized Review Requests: You can automate and customize review requests to patients, ensuring the right message is sent at the right time, with options to manage and respond to reviews as needed.
Keyword and Ad Customization: The platform allows you to select or approve keywords and ad copy that best fit your practice’s specialties and target audience, ensuring ads are relevant and effective.
Multi-Location Support: SocialClimb supports multiple locations, making it suitable for organizations with several offices or service lines, each with unique needs and marketing strategies.
Customizable Reporting and Dashboards: You can generate tailored reports and dashboards to track key performance metrics, such as patient acquisition cost, ROI, and campaign effectiveness, specific to your business objectives.
Integration Flexibility: SocialClimb integrates with most healthcare practice management (PM) and electronic health record (EHR) systems, allowing for automated workflows and data-driven decision-making tailored to your existing tech stack.
API Access: SocialClimb offers an API, enabling advanced integrations and custom workflows for businesses with unique technical requirements.
Customizable Notifications and Alerts: You can set up real-time notifications and alerts for reviews, negative feedback, and other important events, ensuring timely responses and management.
Branded Communication: SocialClimb supports branded review requests and communication, helping maintain your practice’s professional image and consistency.
SocialClimb offers a robust suite of training and support options to help new users get started and maximize the platform’s value:
Knowledge Base and FAQs: Users have access to a comprehensive Knowledge Base and FAQs, providing self-service resources for troubleshooting, best practices, and platform guidance.
Dedicated Support Team: SocialClimb employs a dedicated support staff available to assist practices and hospitals with any issues or questions. Users can reach out via email, phone, or by scheduling a support session directly through the website.
Multiple Support Channels: Support is available through phone, email, and chat, ensuring users can get help in the way that suits them best.
Helpful and Responsive Support: User reviews highlight a “helpful, smart support team” and positive experiences with customer service, with many noting that issues are resolved quickly and efficiently.
Scheduled Support Sessions: Users can book support sessions at their convenience for personalized guidance or troubleshooting.
SocialClimb implements a robust set of security measures designed to protect sensitive data and maintain compliance with healthcare regulations. Key security measures include:
HIPAA Compliance:
SocialClimb is built to comply with HIPAA regulations, ensuring that protected health information (PHI) is handled securely and only accessed by authorized personnel. The platform integrates directly with practice management and EHR systems in a HIPAA-compliant manner, eliminating the need for third-party tracking pixels that could compromise patient privacy.
SOC 2 Compliance:
SocialClimb is hosted on a SOC 2-compliant platform and has successfully completed a Type 1 SOC 2 examination with an unqualified opinion. The company is working toward full SOC 2 certification, which adds additional layers of security beyond HIPAA requirements.
Data Encryption:
All data is encrypted both in transit and at rest. SocialClimb uses RC4 256-bit Transport Layer Security (TLS) for data transmitted over public networks, ensuring secure communication.
Access Controls:
User access is tracked, and role-based security is applied to system access. Passwords for account registration require minimum strength attributes, and access is limited on a “need-to-know” basis.
Physical and Technical Safeguards:
Data is stored in state-of-the-art physical storage facilities and cloud environments, protected by firewalls, regular system backups, and automated security scans. Regular maintenance and penetration testing are performed to identify and address vulnerabilities.
Vendor Security:
Third-party vendors with access to personal data are subject to security assessments. Payment data is processed by PCI DSS-compliant vendors.
Employee Training:
All SocialClimb employees undergo regular security and awareness training and are contractually obligated to maintain confidentiality.
Monitoring and Incident Response:
Systems are continuously monitored for security threats, and proactive threat management is in place to respond to potential incidents swiftly.
Data Retention and Deletion:
Personal data is retained only as long as necessary to fulfill contractual or legal obligations, and is deleted promptly upon request or after termination of service agreements.
SocialClimb releases updates to its platform on a regular, ongoing basis as new features, improvements, and security enhancements are developed. The company emphasizes continuous innovation and regularly publishes detailed release notes, such as updates on July 17, 2024, June 4, 2024, and February 21, 2024, among others. These updates often focus on advanced analytics, reporting flexibility, predictive marketing tools, and operational efficiency, with each release aimed at providing more value to customers.
SocialClimb’s policy on data ownership and portability is clearly articulated in its Master Subscription and Services Agreement and Privacy Policy, emphasizing customer control, regulatory compliance, and user rights:
Data Ownership:
SocialClimb acknowledges that the customer owns all right, title, and interest in their data, including protected health information (PHI) and other personal data, uploaded or processed through its platform. SocialClimb is granted a non-exclusive, royalty-free, worldwide license to use this data strictly as necessary to provide and improve its services.
Data Portability:
Upon request by the customer within thirty (30) days after termination or expiration of the agreement, SocialClimb will make available any stored customer data for download. After this period, SocialClimb has no obligation to maintain or provide the data and may delete it, unless legally prohibited.
User Rights:
Individuals have rights regarding their personal data, as outlined in SocialClimb’s Privacy Policy. These include the right to request access to, correction of, or deletion of their personal data, and SocialClimb will delete such data in response to a valid request.
Aggregated and Anonymized Data:
SocialClimb may collect, compile, and use aggregated and anonymized data for analytics, benchmarking, and marketing. This data does not identify individuals and is not considered customer-owned4.
Confidentiality and Privacy:
All customer data is treated as confidential. SocialClimb implements robust security and privacy measures, including encryption, access controls, and compliance with HIPAA and other relevant regulations.
SocialClimb’s terms and conditions for contract renewal and cancellation are detailed in its Master Subscription and Services Agreement. Here are the key data points regarding renewal and cancellation:
Initial Term:
The agreement begins on the effective date specified in the Service Order and remains in effect for one (1) year (the “Initial Term”).
Automatic Renewal:
Unless either party provides written notice of non-renewal at least ninety (90) days before the end of the current term, the agreement is automatically renewed for consecutive one-year terms.
Notice of Non-Renewal:
To prevent automatic renewal, a party must notify the other in writing at least ninety (90) days before the end of the current term.
Termination for Material Breach:
Either party may terminate the agreement immediately if the other party commits a material breach and fails to cure it within thirty (30) days after receiving written notice. If the breach cannot reasonably be cured within thirty (30) days, the breaching party must begin curing the breach within that period.
Termination for Insolvency or Legal Events:
Either party may terminate the agreement immediately if the other party becomes insolvent, files for bankruptcy, or ceases operations, or if a receiver is appointed for its material assets.
Termination Due to BAA Termination:
If a Business Associate Agreement (BAA) under HIPAA is required and is terminated for any reason, the agreement will also automatically terminate.
Service Suspension:
SocialClimb may temporarily suspend access to the services for security, legal, or operational reasons, with notice provided to the customer.
Effect of Termination:
Upon termination, each Service Order will terminate automatically, and access to the services will cease.
Ongoing Obligations:
Certain provisions, such as confidentiality, indemnification, and limitations of liability, survive termination of the agreement.
Agreement Modifications:
SocialClimb may update the agreement from time to time by posting an amended version to the customer’s dashboard and notifying them by email or in-app message. If the customer objects in writing within thirty (30) days, the prior terms will govern until the next renewal date.
Customer Responsibilities:
The customer is responsible for ensuring its authorized users comply with the agreement and must notify SocialClimb of any breaches by its users.
Data Handling Post-Termination:
Customers may be required to delete certain data (e.g., opt-out requests) as specified in the agreement.
SocialClimb meets several high-profile compliance standards, ensuring robust data security and privacy for healthcare organizations:
HIPAA Compliance: SocialClimb is specifically designed to be HIPAA-compliant, safeguarding protected health information (PHI) throughout its marketing and analytics workflows. The platform’s integrations with practice management and EHR systems are HIPAA-compliant, and it does not use third-party tracking pixels that could compromise patient privacy.
SOC 2 Compliance: SocialClimb is hosted on a SOC 2-compliant platform and has successfully completed a Type 1 SOC 2 examination with an unqualified opinion. The company is working toward full SOC 2 certification, which provides an additional layer of security assurance beyond HIPAA requirements.
Data Security and Privacy: The platform utilizes robust encryption, access controls, regular security scans, and penetration testing to ensure data security and privacy. SocialClimb also maintains a strong internal culture of data privacy and security, with ongoing staff training.
