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The 3 Elements of Tech That Make Meaningful Conversations With Patients Possible

By: Steve Scibetta | May 13, 2015

Efficient contact with patients – beyond simply mailing a statement – is crucial to your business. But once a patient is on the phone, many healthcare reps tend to lose their way. Medical collection requires account representatives to act as counselors, explaining large and unexpected bills to patients while helping them find agreeable routes to a zero balance through a variety of payment methods. Without technology and talent, these conversations may yield less that optimal outcomes.
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We Ask ACA President-Elect Jim Richards our 4 Big ARM Industry Questions

By: Casey Stanley | April 28, 2015

Jim Richards is an ARM industry visionary. But that doesn’t mean the new ACA International President-Elect is unapproachable, as we learned from talking with him this past week.
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Three Failsafe Ways to Turn Your Mail Room into a Compliance Hub

By: Rozanne Andersen | April 21, 2015

Having just finished five weeks of back-to-back GAP Assessments, I want to scream “mail room” from the proverbial rooftop of the compliance office. Information about consumers literally pours into the mail room daily. Yet most agencies and debt purchasers lack the insight into their own processes to gain any value from it. In fact, the mail room could be one of your most important compliance resources, if it isn’t already. Let’s take a look at three ways you can turn yours into a compliance hub:
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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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