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Credit Reporting - The Third Party Debt Collector’s NEW Smoking Gun

By: Rozanne Andersen | April 16, 2015

For years, credit reporting was just another arrow in a collection agency’s quiver to assist in the collection of debt. Today it is the smoking gun. If you are among the brave who still consider credit reporting to be a beneficial component of your arsenal – think again.
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The Top 2 PCI Tech Standards Most Businesses Ask About

By: Rick Clark | March 19, 2015

Sometimes the toughest part of compliance with a trade standard is understanding how it applies to the tools you use to conduct business. It might be frustrating having to describe why a saw must be used to cut down a tree, for example, but when you pay attention to the details – how an old blade might damage wood grain more than a new one – it gets a bit clearer why rules sometimes must also exist.
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Text Files and Voice Recordings – The #1 PCI Standard FAQ

By: Rick Clark | March 12, 2015

Data security can be a tricky animal to handle, especially in industries where communication comes in such a plethora of modes, methods and functions. So it’s understandable that the Payment Card Industry Data Security Standard (PCI-DSS) has so many in the receivables industry stymied. It’s tough enough to wrap your head around one method of secure transmission – adding voice recording, VoIP and cloud technology to the mix only makes the scenario all that more confusing.
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Worried About Anthem’s Breach? Sleep Better With These 3 Steps

By: Rick Clark | March 4, 2015

If at any point you were enrolled in an Anthem medical plan in the last few years, the news of the company’s data breach probably has you wondering (like me) if your personal information was among the theft.
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“Culture” Means More Than Free Lunches and Yoga Class

By: Jill Lehman | February 12, 2015

It’s become a buzz word in the business community over last few decades: Google “culture” and you’ll find countless posts, publications, discussion forums, learning events and sites for self-proclaimed gurus that all claim to know the best practice for enhancing the way your organization develops on a human level. Institutions even exist to study and recognize workplace cultures, from small startups to some of the best-known multinationals, sharing what makes the best ones tick and how to “officially” become one. Studies show that creating a great workplace culture can produce highly-engaged workers and superior business performance. I can identify, from my own experiences: Workplace culture makes a difference in how an organization performs. It matters. But what is culture, really? How do you create it? And ultimately, how do you know if you have cultivated the one reflective of and/or desired by your business?
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4 TCPA Risk Mitigation Steps Successful ARM Operations Always Take

By: Josh Shirey | February 5, 2015

Believe it or not, more than 2500 lawsuits were filed against members of the collection industry in 2014. More importantly, they’re not insignificant cases: As recent as January 26, a TCPA class action suit against a single collection agency settled for just over $2,750,000. That’s why TCPA compliance remains top-of-mind for the ARM industry, and why you might worry about its impact on your business and livelihood. But it’s possible to reduce that worry – Successful ARM operations often reduce the risk of TCPA liability and still gain efficiency when contacting consumers by phone by taking these 4 steps:
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The 2nd Big Myth You Probably Believe About Manual Dialing

By: Rozanne Andersen | January 27, 2015

Two myths exist around manual dialing. We covered the first earlier, that you can use an autodialer to make manual calls, as long as a human punches in the numbers. But at this point, we’ve seen that’s far from a failsafe plan: The FCC’s commentary – which likely created the myth – is vague at best, weighted less heavily than the TCPA’s language, and subject to change.
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The Big 2 Myths You Probably Believe About Manual Dialing – Part 1

By: Rozanne Andersen | January 26, 2015

Notwithstanding available technology and a plain language reading of the TCPA and its corresponding regulations, many remain confused about what a manually dialed call actually is, or perhaps more specifically, what a manually dialed call is not - legally-speaking. More should.
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The Healthcare Collections Crystal Ball (That No One’s Looking At)

By: Rozanne Andersen | January 14, 2015

On December 11, 2014, the CFPB conducted a field hearing in Oklahoma City on medical debt collection practices and the relationship between medical debt collection practices and consumer credit reporting in general. From my vantage point, the meeting was nothing short of a crystal ball regarding the future of medical debt collection. But for reasons that escape me, it is a one that has gone largely unnoticed by the industry.
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Make Your Reps Happy: 3 Ways to Optimize Healthcare Account Data for Better Productivity

By: Steve Scibetta | January 8, 2015

The value your account reps provide when it comes to effective communication with patients cannot be overstated. Like most, you’re constantly trying to find new ways to support their success. And one of the most immediate ways you can do so is to give them complete command over, and deep insight into your account data. Medical collections depends largely on accurate, expedient conversation with patients. It’s the nature of the beast: Healthcare bills are often large, unexpected, and dependent on multiple forms of payment – Insurance, Medicare, Medicaid, and (increasingly) self-pay. Patients usually, and rightfully, have a number of questions about why their bills look the way they do, and what they owe, which can lead to inefficiencies among your customer service teams if the information they have available isn’t organized properly.

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