What is a Secure Email Gateway?

Business Solutions, HIPAA Compliant Email, Popular Posts
LuxSci
October 24, 2023

As threats to email security are increasing, organizations are looking for ways to enhance their security and reduce risk. One option is a secure email gateway. In this article, we review what secure email gateways are and how they can be used to secure sensitive data as it flows into and out of your accounts.

Protect Your Accounts With A Secure Email Gateway

Secure email gateways are an excellent way to strengthen the security of your email accounts without a costly switch to a new email provider. They layer on top of your existing email accounts to encrypt messages, scan for threats, and even capture messages for archival or backup purposes. They can also hide the sender’s IP address because messages are routed through another email infrastructure before delivery to the recipient. If you are concerned about increasing risks to sensitive data, secure email gateways offer a simple and effective way to enhance your email security.

How Do Secure Email Gateways Work?

When using a secure email gateway, your messages are routed to a separate server before being sent or received. When sending an outbound message with LuxSci’s Secure Connector, it is routed through our SecureLine encryption before being securely delivered to the recipient. A copy of the message may also be sent to an independent email archive to help meet compliance requirements for message retention.

For incoming messages, the gateway can employ email filtering technology to quarantine suspicious messages. These technologies can scan incoming messages and prevent spammers and scammers from reaching employee inboxes and wreaking havoc. Just like with outbound email sending, the gateway can also capture a copy of inbound messages and retain them in an independent message archive.

The exact features of a secure email gateway will vary from vendor to vendor, but these represent some of the core functions that these tools provide. Simply put, a secure email gateway protects both incoming and outgoing messages to ensure that sensitive data is guarded from threats.

Why Choose a Secure Gateway?

There are two main reasons to implement a secure email gateway: the security and compliance benefits and their ease of use. Let’s look at each.

Compliance and Security Benefits

Many companies, like healthcare organizations, must comply with regulations for protecting patient or customer data. Many organizations grapple with the best way to secure potentially sensitive communications without interfering with or slowing down critical business workflows. Because secure email gateways layer on top of existing email accounts, they offer a speedy way to bring your organization into compliance with data security and retention guidelines.

As email continues to be an important channel for essential business communications, all organizations can benefit from protecting their employee accounts and reducing their risk and liability.

Easy to Administer and Use

Another benefit of using a secure email gateway is that your organization does not need to switch your primary email provider to enhance its security. Changing to a more secure email provider can be extremely challenging, especially if you have a lot of users with a lot of data that needs to be migrated to a new system. Add on the training time, and some organizations will find that switching email providers is a significant burden on the organization.

Installing a secure email gateway is very easy for account administrators and often does not require additional training or implementation for email users. Employees can continue to use their regular Microsoft or Google email accounts and do not need to take additional steps to learn an entirely new email program. With 73% of breaches in the healthcare industry caused by human factors, implementing tools that don’t rely on employee decision-making is essential.

Learn More About LuxSci’s Secure Connector

LuxSci’s Secure Connector is unlike other secure email gateways in that it encrypts every email automatically to reduce the risk of breaches caused by human errors. LuxSci provides the flexibility to opt-in to more secure methods of encryption for highly sensitive messages. Email filtering and archival tools are also available to reduce risk and improve resilience in the case of a cyber incident. Contact our sales team to learn more about our email security tools.

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LuxSci Welcomes Angel Mazariegos as Head of Finance

December 9, 2025
Pete Wermter

LuxSci, a leader in secure healthcare communications and HIPAA compliant email, is pleased to announce the appointment of Angel Marie Mazariegos as the company’s new Head of Finance. With over 25 years of experience in financial management, accounting, and human resources, Angel will play a central role in advancing LuxSci’s operational excellence and supporting the company’s rapid growth in 2026 and beyond.

Angel brings a wealth of expertise to LuxSci, having held senior leadership positions at organizations focused on financial services, language and access services for healthcare, and human resources. In these roles, Angel has led multi-department Finance and HR teams, spearheading critical initiatives, including ERP implementations, streamlined employee onboarding, and financial process optimization.

In her role at LuxSci, Angel will oversee all aspects of the company’s finance operations, including budgeting, forecasting and reporting. Additionally, Angel will manage the company’s HR function, ensuring that LuxSci continues to foster a strong, people-driven culture based on its Secure, Trust, Responsible and Smart company values.

“Angel’s blend of financial and HR leadership makes her an invaluable addition to the LuxSci executive team and a real asset for our people,” said Mark Leonard, CEO of LuxSci. “We look forward to working with Angel to build the high-performing teams that will be critical to our future growth and serving the evolving needs of our customers.”

Angel holds dual MBA degrees in Accounting and Human Resource Management from Cappella University, as well as dual BS degrees in Business Administration (Accounting and CIS Business Systems) from California State University, Los Angeles.

“I am honored to join the LuxSci team at such an exciting time for the company,” said Mazariegos. “I look forward to working with the team and helping build on LuxSci’s reputation for excellence and reliability in secure healthcare communications.”

LuxSci Shines in G2 Winter 2026 Reports, Underscoring Commitment to Product Leadership and Trusted Relationships

December 4, 2025
Pete Wermter

We’re pleased to announce that LuxSci has been recognized for excellence and leadership for HIPAA compliant email and messaging in the just-released G2 Winter 2026 Reports!

Based on verified customer reviews, LuxSci earned 20 G2 badges as part of the most recent G2 reports, including top honors such as Grid Leader, Highest User Adoption, Best Support, and Best Estimated ROI.

This recognition further validates what we’ve always believed: our customers don’t just choose a great product — they choose a great partner. At LuxSci, we build long-term, trusted relationships with our customers, anchored in product reliability, industry-leading email deliverability and performance, and the best customer support in the business.

Why G2 Matters

G2 is a globally trusted peer‑review platform that aggregates verified user feedback and real‑world usage data to rank software and service providers. G2’s seasonal reports like the Winter 2026 editions shine a spotlight on latest tools and vendors that deliver consistent value and satisfaction to real customers.

Earning 20 badges this quarter signals a strong vote of confidence from our customers and community, helping affirm that LuxSci is a leading, highly adopted secure email solutions provider.

What We Earned in Winter 2026

Among the 20 badges awarded to LuxSci across Email Security, Email Encryption, Email Gateway and HIPAA Compliant Messaging are:

Grid Leader
Highest User
Best Support
Best Estimated ROI

This broad range of accolades spanning leadership, adoption, support and return on investment underscores the reliability of our solutions and the trust our customers place in us.

Awards Reflect Our Commitment to Customer Success

Reliable. Winning Grid Leader and Highest User Adoption demonstrates that thousands of users are depending on LuxSci, securely delivering emails to today’s most popular platforms, including Gmail, Apple Mail, Yahoo Mail and AOL, to name a few.

Proven. With Best Estimated ROI, customers are saying that LuxSci delivers tangible results, whether in secure email delivery, regulatory compliance, or operational efficiency.

Long‑Term Trust. Best Support is perhaps the most telling because for us, success isn’t just about features, it’s about being there for our customers every step of the way.

Thank you to all of our customers. We remain committed to your success — today and in the future.

Want to learn more about LuxSci? Reach out and connect with us today!

Here’s What HIPAA Compliant Email Salespeople Don’t Tell You

November 18, 2025
Pete Wermter

With email security threats continuously increasing in number and sophistication, as well as healthcare companies requiring secure solutions to communicate with patients and customers, the need for HIPAA compliant email solutions has never been greater.

However, when looking for the right secure email services provider (ESP), healthcare organizations run the risk of making inaccurate assumptions about HIPAA compliance via what they learn from prospective vendors. This is due to the tendency for sales materials for HIPAA compliant email services, such as web pages or promotional videos, to highlight the strengths of the platform, while downplaying a healthcare company’s own role and responsibilities in securing protected health information (PHI).

With this firmly in mind, here are six key things that HIPAA compliant email salespeople don’t tell you about securing communications and achieving compliance.

1. The Shared Responsibility Model

Firstly, HIPAA compliant email salespeople are unlikely to emphasize the idea of shared responsibility when it comes to data security. This is the idea that two entities that share access to data, e.g., a healthcare company and their ESP, have a shared responsibility to preserve the privacy of that data.

In reality, most sales pitches explain the benefits and features of the solution, as opposed to stressing that compliance truly depends on how it’s configured and used. Now, that’s not to say that a salesperson is trying to hide this fact, as they’ll probably allude to training and configuration requirements. But, they’ll be less likely to make light of this and, more broadly, how shared responsibility factors into compliance.

2. A BAA Doesn’t Automatically Make You HIPAA Compliant

A business associate agreement (BAA) is essential for HIPAA compliance, but signing one doesn’t automatically make you compliant. Your organization still has to use the email delivery solution in a way that aligns with HIPAA regulations, which involves proper configuration, training, oversight, and reporting.

The misconception among some healthcare companies that a BAA equals compliance may be perpetuated by the term “HIPAA compliant email services provider”. This could give some the impression that the vendor is fully HIPAA compliant and, subsequently, in signing a BAA with them, the use of their services is fully compliant.

But, it’s not that simple.

Simply signing a BAA obscures the real effort involved in achieving compliance. There’s no official HIPAA seal of approval, and HIPAA compliant means that the solution is capable of being configured for compliant use, which is a shared responsibility. HIPAA compliant email salespeople are unlikely to volunteer this nuance, especially if their email solution requires considerable configuration or has a steep learning curve to use it securely.

3. Not All Solutions or Features Are HIPAA Compliant

Another key detail often underplayed by vendor sales materials of HIPAA compliant email solutions is that some of their features, or even entire services, aren’t covered by their BAAs, so they can’t be used to handle PHI.

These tools are referred to as “out of scope” and may include tools capable of integration with the email service, such as analytics or AI capabilities, but they don’t possess the cyber risk mitigation measures that align with HIPAA regulations. Perhaps the main reason for this is that many mass-market email delivery solutions, such as Microsoft 365 or Google Workspace, are designed for companies across all sectors. Consequently, while they can be HIPAA compliant, they weren’t developed from the ground up with the stringent regulatory demands of the healthcare industry in mind.

4. Solutions Are Not HIPAA Compliant “Out of The Box”

HIPAA compliant email salespeople may suggest that compliance is built into their platform, and healthcare organizations can use it to transmit PHI straight away, but this isn’t the case. Healthcare companies must still configure the email platform accordingly, as per the security requirements determined by their risk assessment, e.g., applying the right level of encryption.

Also, if the email service is difficult to configure for HIPAA compliance or if the vendor’s configuration documentation lacks detail, that presents another obstacle to its compliant use.

In addition to configuration, healthcare companies also have to implement access management controls and policies, establishing the extent to which each employee can access PHI in respect to their roles and responsibilities. From there, they will have to train their workforce on how to use the HIPAA compliant email solution securely, which may include those tools that fall outside the scope of your BAA with the vendor, and must not be used for the disclosure of patient data.

5. Essential Security Features Cost Extra

Another more egregious version of an ESP not being HIPAA compliant out of the box is having features required for compliance, such as encryption or audit logging, as premium add-ons and not included in the solution’s base pricing.

A vendor’s sales materials for its email service might list the necessary safeguards, but underemphasize the fact that only some versions of their platform are truly HIPAA compliant. Consequently, healthcare companies must confirm that the features required for HIPAA compliant email communications are included in the plan they’re purchasing.

6. The Importance of Staff Training on HIPAA

HIPAA compliant email salespeople are often remiss in stressing the need for additional workforce training alongside the deployment of their platform. A healthcare company’s employees must be trained on how to securely use the email client, how to ID potential threats, and best practices for including PHI in email communications, as well as the regulations tied to HIPAA and data security.

This includes educating users on the differences between regular and secure email, and what they must do to safeguard patient and customer data. Fortunately, secure email solutions from providers like LuxSci enable automated email encryption, and users do not need to take any additional actions to ensure encryption when sending emails.

Additionally, in some cases, employees will need to be trained on which tools or features do not align with HIPAA guidelines and must not be used to process PHI.

LuxSci: Fully HIPAA Compliant – No Hidden Surprises

LuxSci specializes in solutions that enable companies to carry out secure, personalized, and HIPAA compliant email communications and campaigns. With more than 20 years of experience and billions of emails sent for companies including Athenahealth, 1 800 Contacts, Lucerna Health and Rotech Healthcare, we’ve acquired invaluable experience in helping healthcare organizations enhance their engagement efforts, all while adhering to HIPAA regulations. In addition, LuxSci’s secure high-volume and marketing email solutions feature HIPAA-required security controls, including encryption, audit logging, and multi-factor authentication (MFA) by default, not as optional, hidden extras.

Contact us today to learn more about how LuxSci’s secure email solutions can help increase the ROI on your patient and customer outreach efforts, while safeguarding PHI in line with HIPAA requirements.

What Does B2B Marketing Help Healthcare Vendors Accomplish?

November 4, 2025
Erik Kangas

B2b medical marketing helps healthcare vendors to explain the practical value of a product to clinical and administrative buyers by presenting clear information that supports decision making across operational and regulatory domains. Buyers respond to communication that describes how a tool fits into routine workflows and how it handles information, and the process depends on steady explanations rather than promotional language.

Early Movement in the Buyer Relationship

The first stage of communication gives prospective buyers a clear sense of what the service does and why it belongs in their setting. Healthcare groups rely on predictable routines and they look for products that support those routines without creating unnecessary strain on staff. When an introduction explains how a tool fits into patient movement, documentation demands, or coordination between departments, readers can place the service into a familiar context. This lowers the cognitive effort required to evaluate whether further consideration is worthwhile and creates a smoother path for later discussions, which is why many vendors treat early stage explanations as the base of effective b2b medical marketing in this environment.

The Influence of Operational Structure

Clinical and administrative environments are shaped by long standing systems, varied software tools, and staff roles that have developed around known constraints. Vendors using b2b medical marketing describe how a product enters this environment so that the buyer can picture the transition from interest to adoption. Extended explanations of onboarding steps, data migration choices, and staff training routines help readers understand how daily operations shift when a new tool is introduced. These explanations allow decision makers to forecast workload changes rather than relying on assumptions, and they reflect the broader goal of b2b medical marketing which is to reduce uncertainty.

Regulatory Considerations in Vendor Communication

Healthcare buyers place great weight on regulatory matters, which is why clear descriptions of data handling are central to this type of communication. Readers look for information about access management, retention practices, audit preparation, and the path information takes through each component of a system. When vendors describe these areas in detail, compliance teams can perform early assessments and avoid long chains of clarification requests. This approach supports efficient internal review because the buyer gains confidence that the vendor maintains structured processes rather than improvised arrangements, and this clarity strengthens the overall impact of b2b medical marketing.

Reliability Expectations Within Clinical Settings

Healthcare settings cannot tolerate uncertainty in the systems that support patient care. B2b medical marketing provides insight into how a vendor manages service interruptions, planned updates, backup routines, and recovery efforts. A description of past events or internal procedures gives readers a sense of how the vendor behaves when conditions are difficult. Buyers place great value on this type of detail because it helps them differentiate between systems that hold up under stress and systems that falter when routine performance is disrupted, and these reliability discussions form a core thread in b2b medical marketing for clinical tools.

Perspectives That Influence Internal Decision Making

Each participant in the purchasing process evaluates a product through a different lens. Financial leaders consider long term spending patterns, clinical managers look for ease of use and effects on staff time, and compliance teams examine information practices. Communication that attends to these perspectives without shifting tone allows the reader to share information across departments with minimal friction. This prevents internal delays because each group can assess the service using information that relates to its role in the organisation, and thoughtful navigation of these viewpoints reinforces the strength of b2b medical marketing across healthcare markets.

The Role of Educational Content in Vendor Outreach

Healthcare groups respond well to educational material that speaks to challenges in clinical settings. Articles and guides that explain regulatory shifts, workflow bottlenecks, or mistakes observed in comparable organisations allow readers to examine their own processes. This form of communication helps buyers understand the vendor’s approach to problem solving and creates familiarity before any formal evaluation begins. Educational content performs well in this field because it demonstrates practical awareness rather than relying on abstract claims, making it a central component of many b2b medical marketing programs.

Use After Adoption

Decision makers frequently look beyond the moment of purchase and seek a clear view of the daily relationship that follows implementation. Communication describing staff support, update patterns, training formats, and communication channels helps buyers picture how the tool will fit into routine operations. Long paragraphs that describe the lived experience of using the service allow internal champions to advocate for the product with fewer unknowns, which supports faster movement through approval stages. This expectation of clarity after adoption aligns with the wider goals of b2b medical marketing which encourage predictable cooperation between vendor and buyer.

Documentation Supporting Review Processes

Healthcare organisations rely heavily on documentation during evaluation. Guides, records, administrative instructions, and explanations of data controls enable teams to examine the product without repeated requests for further detail. B2b medical marketing that introduces these documents early in the conversation reduces internal delays because reviewers can move through their procedures with all necessary information available at the outset. This transparent approach helps build trust between the vendor and the buyer and underscores the value of documentation as a recurring theme within b2b medical marketing.

B2b medical marketing works most effectively when vendors show an accurate grasp of clinical pressures and administrative realities. When communication reflects these conditions and acknowledges the challenges that healthcare groups experience during busy periods, readers gain confidence that the vendor understands the world they operate in. This supports deeper conversations about integration, performance, and long term cooperation across the organisation.

LuxSci Earns 11 Badges in G2 Fall 2025 Reports, Including Best Support and Momentum Leader

September 10, 2025
Pete Wermter

We’re happy to share that LuxSci has once again been recognized for excellence in the G2 Fall 2025 Reports! Based entirely on verified customer reviews, LuxSci earned 11 G2 badges this season, highlighting our continued commitment to providing exceptional support, driving ROI for our customers, and delivering the best products.

From Best Estimated ROI to Momentum Leader, our performance on G2 is a direct reflection of the trust and success of our customers. Let’s take a closer look at what these new accolades mean and why they matter.

What Is G2 and Why Does It Matter?

G2.com is a trusted platform for peer-to-peer business software reviews. G2 publishes quarterly reports that analyze software companies based on verified customer feedback and real-world performance data. For the latest G2 reports, we’re honored to have earned 11 badges for Fall 2025.

Here’s What LuxSci Earned in Fall 2025

LuxSci was awarded a total of 11 badges across multiple categories. These honors reflect customer satisfaction, platform momentum, return on investment, and the quality of support we provide.

LuxSci’s G2 Fall 2025 Badges include:

Best Support (Secure Email Gateway)
Easiest Admin (Email Security)
Best Estimated ROI (Email Security)
Best Meets Requirements (Secure Email Gateway)
Momentum Leader (Multiple Categories)
High Performer (Email Encryption)
High Performer (Secure Email Gateway)
High Performer (Email Security)
Users Most Likely to Recommend (Secure Email Gateway)
Easiest To Do Business With (Email Encryption)
Easiest Setup (Email Encryption)

Why These Badges Matter

Let’s break down a few of the key categories and why they’re worth calling out:

Best Support

This badge shows we’re not just responsive—we’re reliable, helpful, and proactive. Our support team works around the clock to ensure customers feel heard and empowered. It’s a core part of our offering and overall customer experience.

Momentum Leader

This badge is awarded to companies showing significant growth in customer satisfaction, web presence, and employee growth. It means we’re not standing still—we’re scaling smartly, with our customers and partners in mind.

Best Estimated ROI

This one’s big. It means LuxSci offers exceptional value. Customers see real results that justify the investment. This includes secure email with 98% deliverability rates that truly drive better engagement for your healthcare communications and campaigns.

Built for Security and Compliance

At LuxSci, we don’t just build HIPAA compliant, enterprise-grade secure email and marketing tools—we build trusted relationships with our customers and partners. Our focus continues to be:

Protecting sensitive data with the highest levels of security and compliance
Building the best products, so customers have peace of mind
Providing unmatched customer support, every step of the way

We’re Not Slowing Down Anytime Soon

With security threats constantly evolving and compliance demands increasing, the need for secure, HIPAA compliant email and communications has never been greater. Whether you’re in healthcare, or regulated industries like financial services, LuxSci is here to ensure your communications stay secure, high-performing, and supported.

We’re proud to serve a growing base of professionals who rely on LuxSci every day to keep their sensitive data secure. Want to see what the buzz is about?

Explore LuxSci on G2

Send Secure Emails: Alternatives to Web Portals

December 5, 2023
LuxSci

Digital technologies have entirely shifted how individuals want to interact with their healthcare providers. As consumers have become used to emailing or texting with their hairstylists, mechanics, and other providers to schedule appointments, they want to have the same level of interaction with their healthcare providers.

However, many healthcare organizations find it challenging to deliver the same experience because of their compliance requirements under HIPAA. They must balance usability and access with security and patient privacy. To send secure emails, they often resort to secure web portals.

Problems with Secure Web Portals

One of the most common ways that healthcare organizations communicate securely with patients is by using the secure web portal method of email encryption. In this scenario, messages are sent to a secure web server, and a notification is sent to the recipient, who then logs into the portal to retrieve the message.

While highly secure, this method is not popular with recipients because of the friction it creates.

To maintain a high level of security, users must log in to a separate account to retrieve the message. This extra step creates a barrier, especially for individuals who are not tech-savvy. In addition to creating a new account, they must remember a different username and password to access their secure messages. If the recipient doesn’t have this information readily available, they will likely delete the message and move on with their day. Many users will never bother logging in because of the inconvenience. This creates issues for organizations that want to use email for standard business communications and patient engagement efforts.

While this method may be appropriate for sending highly sensitive information like medical records, financial documents, and other valuable information, many emails that must meet compliance requirements only infer sensitive information and do not require such a high level of security. Flu shot reminder emails are not as sensitive or potentially devastating as sending the wrong medical file to someone. Healthcare organizations need to use secure email solutions that are flexible enough to send only the most sensitive emails to the portal and less sensitive emails using other methods.

How to Meet Compliance Requirements for Sending Secure Email

So, what other options do you have for sending secure emails? The answer will depend on what specific requirements you need to meet. Healthcare organizations that must abide by HIPAA regulations will find a lot of flexibility regarding the technologies they can use to protect ePHI in transit.

In addition to a secure web portal, three other types of encryption are suitable for email sending: TLS, PGP, and S/MIME. PGP and S/MIME are more secure than a web portal. They also require advanced technological skills and coordination with the end-user to implement, which makes them impractical for most business email sending.

That leaves us with TLS, which is suitable to meet most compliance standards (including HIPAA) and delivers an email experience much like that of a “regular” email.

Send Secure Emails with TLS Encryption

TLS encryption is an excellent option for secure email sending that provides a seamless experience for the recipient. Emails sent securely with TLS appear like regular, unencrypted emails in the recipient’s inbox.

TLS encrypts the message contents as they travel between mail servers to prevent interception and eavesdropping. Once the message reaches the inbox, it is unencrypted and can be read by anyone with access to the email account. For this reason, it is less secure than a portal but secure enough to meet compliance requirements like HIPAA.

If you’re wondering why this is, HIPAA only requires covered entities and business associates to protect PHI when it is stored on their systems or as it is transmitted elsewhere. After the message reaches the recipient, it is up to the recipient to decide what they want to do to secure the information. HIPAA does not apply to individuals. Each person is entitled to share and store their health information however they see fit.

Conclusion

Balancing security and usability is a significant challenge for healthcare organizations. If the message is too secure, it may be difficult for the recipient to open and engage with it. If it’s not secure enough, it is too easy for cybercriminals and other bad actors to intercept private information as it is sent across the internet.

Choosing an email provider like LuxSci, which offers flexible email encryption options, allows users to choose the right level of encryption for each message to maximize engagement and improve health outcomes. Contact our team today to learn more about how we can support your efforts.

What Is HIPAA For Explanation Of Benefits Statements?

June 6, 2025
Erik Kangas

HIPAA for explanation of benefits statements includes privacy protections, disclosure limitations, and patient access rights that healthcare providers, payers, and suppliers need to understand when handling these documents. These requirements govern how explanation of benefits forms can be shared, stored, and transmitted while protecting patient information. Healthcare organizations processing explanation of benefits communications encounter specific HIPAA obligations that affect billing workflows, patient communications, and third-party interactions.

Privacy Protections in Explanation of Benefits Communications

HIPAA for explanation of benefits statements requires health plans to protect patient information contained within these documents. Explanation of benefits forms contain protected health information including patient names, dates of service, provider details, and treatment codes that qualify for privacy protections under HIPAA regulations. Health insurers processing explanation of benefits must implement safeguards to prevent unauthorized access, use, or disclosure of this information during document creation, transmission, and storage processes. The privacy protections extend to electronic and paper-based explanation of benefits communications. Health plans sending explanation of benefits via email need encryption or secure patient portals to protect information during transmission. When mailing paper explanation of benefits, insurers must use appropriate addressing and packaging to prevent accidental disclosure to unintended recipients. Correct implementation of these privacy measures prevents unauthorized access and maintains patient confidentiality.

Patient Access Rights for Explanation of Benefits Documents

Patients have specific rights under HIPAA regarding their explanation of benefits statements, including the right to receive copies, request corrections, and control how these documents are shared. Health plans must provide explanation of benefits to patients within reasonable timeframes and allow patients to designate how they prefer to receive these communications. Patients can request explanation of benefits in specific formats or ask that copies be sent to alternative addresses when medically necessary or for safety reasons. The right to request amendments applies to explanation of benefits when patients identify errors in treatment descriptions, billing codes, or other information contained within these documents. Health plans must have procedures for handling amendment requests and responding to patients within required timeframes. When approved, health plans must accommodate these requests according to HIPAA timelines and notification procedures.

Disclosure Rules for Explanation of Benefits Information

Health plans must follow certain disclosure rules when sharing explanation of benefits information with healthcare providers, patients, and third parties. HIPAA allows disclosure of explanation of benefits information for treatment, payment, and healthcare operations without patient authorization, but requires minimum necessary standards to limit information sharing to what is needed for the specific purpose. Healthcare providers can receive explanation of benefits details related to their patients’ claims processing and payment status as part of routine payment operations. Disclosure to family members or personal representatives requires either patient authorization or demonstration that the person has legal authority to act on the patient’s behalf. Health plans cannot share explanation of benefits information with employers, even when the employer sponsors the health plan, without specific patient authorization or as permitted under limited circumstances outlined in HIPAA regulations. Patient privacy remains protected while enabling health plans to conduct necessary payment and administrative activities.

Electronic Transmission Requirements for Explanation of Benefits

Electronic transmission of explanation of benefits requires compliance with HIPAA security standards to protect patient information during digital communication processes. Health plans using email, patient portals, or other electronic methods to deliver explanation of benefits must implement appropriate safeguards including encryption, access controls, and transmission security measures. These requirements apply whether explanation of benefits are sent as attachments, embedded in secure messages, or accessed through online platforms. The security requirements also cover explanation of benefits data stored in electronic systems, requiring health plans to implement administrative, physical, and technical safeguards to protect this information from unauthorized access or disclosure. Audit controls help track who accesses explanation of benefits information and when, providing accountability and helping identify potential security incidents. Organizations benefit from conducting periodic reviews to address emerging security challenges and technology updates.

Business Associate Obligations for Explanation of Benefits Processing

Third-party vendors processing explanation of benefits on behalf of health plans operate as business associates under HIPAA and must comply with specific obligations when handling this protected health information. Business associate agreements must outline how vendors will protect explanation of benefits data, limit its use to authorized purposes, and report any security incidents or unauthorized disclosures. These agreements help ensure that outsourced explanation of benefits processing maintains the same privacy and security protections required of health plans. Business associates processing explanation of benefits must implement appropriate safeguards for the information they handle and ensure that any subcontractors also comply with HIPAA requirements. The obligations include limiting access to explanation of benefits information to authorized personnel, providing security training, and maintaining audit logs of information access and use. Proper contract management and oversight ensure that all parties handling explanation of benefits information maintain appropriate privacy standards.

Compliance Monitoring for Explanation of Benefits Practices

Healthcare organizations need to consistently assess their explanation of benefits practices to ensure continued HIPAA compliance. Conducting audits also helps to identify potential gaps in privacy protections, disclosure practices, or security measures that could lead to violations. Training programs help staff understand their responsibilities when handling explanation of benefits information and keep them updated on regulatory changes that affect these communications. Incident response procedures specifically address explanation of benefits-related security breaches or privacy violations, including notification requirements and remediation steps. Documentation of explanation of benefits practices, policies, and training helps demonstrate compliance efforts during regulatory reviews or investigations. Consistent monitoring and documentation create a foundation for sustainable HIPAA compliance across all explanation of benefits operations..

HIPAA Compliant Email Use Cases for Healthcare Retailers

October 29, 2025
Pete Wermter

Today’s digital-first consumers expect the same convenience and personalization from their healthcare providers that they get from their favorite retailers and service providers. However, unlike companies in other sectors, there’s far less room for error for healthcare organizations, especially when it comes to privacy and data security.

Whether a local pharmacy, online provider of glasses, a wellness store, or a nationwide retail health clinic, the key to building long-term loyalty and ensuring trust with your customers lies in trusted, meaningful communication that’s timely, relevant – and, above all, secure.

As a result, HIPAA compliant email is a strategic component for reliable and effective communication with your customers.

But, what about HIPAA?

Far from being a roadblock, HIPAA compliance is actually an enabler for retail healthcare brands that want to deliver more personalized, more targeted messaging without putting customer trust, or their sensitive personal data, at risk.

In this post, we dive into the most impactful email use cases for retail healthcare providers, as well as how deploying a secure email delivery platform like LuxSci can unlock more meaningful engagement, greater loyalty, and accelerated growth for your company.

Why Email Remains a Top Channel for Retail Healthcare

Email Is Everywhere – Because It Works

Email isn’t just for work or spam folders. It’s the preferred communication channel for tens of millions of health-conscious consumers across all demographics. People are accustomed to receiving alerts from their pharmacies, reminders from clinics, and promotions from their preferred wellness brands – all in one convenient place – and email is an important part of the mix.

When deployed securely, email becomes a powerful, personal, and persistent touchpoint for healthcare engagement.

HIPAA Compliance Enables Trust and Transparency

While your customers crave convenience, they also demand privacy – especially when it comes to their health. HIPAA compliant email ensures that personal health data and protected health information (PHI) stays precisely that – protected – while enabling retail healthcare brands to deliver personalized communications that build trust and loyalty.

HIPAA Compliance Helps Ensure Secure Healthcare Marketing

HIPAA doesn’t restrict your ability to communicate; conversely, it defines how you can do it securely and best perform, while protecting the sensitive data under your care. When emails contain PHI, you need to ensure:

Email content encryption
Access controls
Secure storage and transmission
A signed Business Associate Agreement (BAA) with your email provider

With the key HIPAA requirements in place, retail healthcare organizations can send high-impact, personalized, and, with some platforms, such as LuxSci, automated emails to engage and educate their customers – all while adhering to HIPAA compliance regulations.

How HIPAA Compliant Email Improves Retail Results

HIPAA compliant email doesn’t just check a box – it opens the door for personalized, proactive, and performance-driven customer and patient engagement. With the right strategy and the right HIPAA compliant email services provider, healthcare retailers can:

Deliver marketing messages that include PHI with confidence
Develop trust and customer loyalty through secure, reliable, and frequent communication
Increase new and repeat purchases and average order value (AOV)
Lower operational costs in comparison to phone and physical mail-based engagement campaigns

HIPAA Compliant Email Use Cases for Healthcare Retailers

Now, let’s look at six essential use cases that healthcare retailers can employ for more effective customer and patient engagement.

Use Case #1: New Product Announcements

Why It Matters: Drive sales and keep customers informed

Whether it’s a new allergy medication, wellness supplements, or a wearable device, product launch email campaigns allow customers and targets to stay in the loop regarding new offerings that could benefit their health. This empowers individuals to take a more active role in their healthcare journey, while helping you meet your organization’s growth objectives.