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Take These 4 Essential Cell Phone Scrubbing Steps for Clean Hands When Autodialing

By: Rozanne Andersen | May 5, 2016

In an effort to ensure calls to cell phones are not made using an autodialer, prerecorded message or artificial voice without the consumer’s consent, call center operators frequently filter all telephone numbers received upon placement through a cell phone identification service. This process is called a cell phone scrub. It is not only a useful step in your TCPA compliance strategy, but a mandatory step.
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Navigate the E&O Insurance Minefield, Starting With These 3 Questions

By: Rozanne Andersen | May 4, 2016

Reading the fine print of your company’s errors and omissions (E&O) insurance policy is about as interesting as reading a mutual fund prospectus. The font is small, the text is nuanced, the subject is boring and in most cases, exclusions abound. Even the most seasoned insurance agents are topically challenged. And to make matters worse, your failure to ask the right questions about the right coverages can lead to financial ruin.
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Be Aware: Cross-Pollinating Cell Phone Consent Puts You At Risk

By: Rozanne Andersen | April 28, 2016

In a seemingly frantic attempt to document receipt of consent to call a consumer’s cell number using an autodialer, prerecorded message, artificial voice, or text message, debt collectors and revenue cycle professionals are taking a risky shortcut: Cross-pollinating accounts with cell phone consent. In other words, businesses that may have obtained the express consent of the consumer to contact him or her using a dialer via their cell phone about one account are using that same consent to apply to all other accounts held in their database that are believed to be owed by the same consumer.
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Beware: Dialing Cell Phones With a PBX Is Not a Silver Bullet

By: Rozanne Andersen | April 21, 2016

July 10, 2015 was a defining moment in the evolution of the law interpreting the Telephone Consumer Protection Act (TCPA). On this day, the FCC published a Declaratory Ruling in response to more than 21 petitions seeking clarification of the TCPA. And in this Order, the FCC reaffirmed its definition of ‘autodialer’ as reflected in both its 2003 and 2008 FCC rulings, finally putting to rest any doubt that all predictive dialers are automatic telephone dialing systems (ATDS). (See, July Order, para. 12-13.) The FCC also made clear human intervention cannot alone convert an ATDS into a manual or non-ATDS calling device. (See, July Order, para. 17. (Human intervention analyzed on a case by case basis.))
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Manual Calling and the CBE Decision – Peeling Back the Onion

By: Rozanne Andersen | April 8, 2016

At first blush, the court’s ruling in Strauss v. CBE Group led many to breathe a sigh of relief: This was a well-written and well-analyzed case, producing more than one reason to celebrate.
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Raise Your Reimbursement With These 4 Patient-Satisfying Contact Tactics

By: Steve Scibetta | April 6, 2016

To improve patient care and reduce costs, the Patient Protection and Affordable Care Act (PPACA) has made Medicare reimbursement dependent on patient care quality – not simply the quality of services rendered.
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It’s Time to Disrupt Yourself

By: Jill Lehman | March 23, 2016

I have to admit: I enjoy a little disruption in life, and following the great disruptors of today and the past – Inventors, artists, musicians, business leaders and community activists. I’m confident that my family and colleagues over the years wished I disrupted them less. Life as we know it would be a lot more comfortable and secure.
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3 Ways Healthcare Operations Add Value With Strategic Software Systems

By: Tom Yoder | March 16, 2016

A complex regulatory environment, a challenging economic climate for employees and patients, dramatically reduced margins, and declining non-patient revenue – All factors that make healthcare waters particularly challenging to navigate. Both for-profit and not-for-profit providers are looking for new ways to gain the resources required to serve their chosen communities, and that’s why accounts receivable management is becoming a strategic rather than reactionary function for hospital administrators. They recognize their financial health depends on it.
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Leap 501(r)’s Biggest Pitfalls With These 5 Practices

By: Rozanne Andersen | March 10, 2016

If you work on finances for a nonprofit hospital, you are probably familiar with the 501(r) regulation’s requirements. Released by the IRS in December of 2014, it represents a complicated laundry list of mandates hospitals must satisfy in order to maintain nonprofit tax-exempt status. However, few hospitals appreciate the impact the regulation has on the traditional third party medical debt collection process, and the potential risk it poses to both the hospital and its third-party collection agency partners.
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National Consumer Protection Week Starts Sunday – 3 Ways to Make It An Opportunity

By: Rozanne Andersen | March 4, 2016

National Consumer Protection Week (NCPW) starts Sunday, and you might be shocked by the number and breadth of organizations committed to honoring the occasion – Just click on this link and see for yourself. A coordinated campaign encouraging consumers nationwide to take full advantage of their consumer rights and make better-informed decisions obviously falls squarely on the consumer’s end of the court. But regardless, I still urge our industry’s trade associations, larger market participants, media and conference organizers to insert themselves into the dialog: Doing so would be a meaningful, visible and public-facing way for us to educate the nation on the ARM industry’s commitment to treating consumers with dignity and respect.

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