Archives for April 2015

FTC Launching Series of Live “Dialogues” with Debt Collection Industry; New York Up First


The Federal Trade Commission announced Thursday that it is launching a series of “Debt Collection Dialogues” around the country. The meetings will feature representatives from the FTC and other regulators and will specifically focus on questions and comments from members of the debt collection industry.

The first dialogue meeting will be held in Buffalo, N.Y. on June 15. The event is being jointly conducted with New York Attorney General Eric Schneiderman’s office. The FTC noted that a representative from the Consumer Financial Protection Bureau (CFPB) will participate as well.

According to the FTC, the event will feature regulators discussing “recent enforcement actions, consumer complaints about debt collection practices, and compliance issues.” The speakers will welcome questions and comments from collection industry members and others who attend.

Indeed, the series is being billed as “Debt Collection Dialogue: A conservation between government and business.” The free events, open to the public, are a perfect opportunity for ARM professionals to ask direct questions of regulators from the federal and state levels.

ARM industry groups have already signaled their willingness to participate, with both ACA International and DBA International sending out alerts to members regarding the announcement.

The Buffalo meeting is scheduled for 1:30pm to 4pm June 15 in the Burchfield Penney Art Center at SUNY Buffalo State, 1300 Elmwood Avenue, Buffalo, NY. Pre-registration is required and the FTC has set up a page with more information and registration instructions: www.ftc.gov/DebtCollectionDialogue

In the coming months, the FTC expects to hold additional dialogues, including events in Dallas and Atlanta. Specific information for those two events is not yet available.

 

FTC Launching Series of Live “Dialogues” with Debt Collection Industry; New York Up First
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Accounts Receivable Management

Taking Advantage of the Health Care Buzz


In September 2014, Kaulkin Ginsberg wrote about Health Care and the Amazing Aging U.S. Population, a blog post discussing the implications of the baby boomer generation’s impending retirement.

Now, we take a look at some of the major regulations impacting both the U.S. health care system and the ARM industry, and how ARM providers can get involved with this expanding segment.

The Affordable Care Act – also known as “Obamacare” – created a new, growing market for uncollectible debt. As depicted in the graphs below, three of the largest health insurance providers participating in the Affordable Care Act are experiencing significant increases in their allowance for doubtful accounts. This is because many participants don’t fully understand their new insurance plans, especially when it comes to post-service billing procedures and high-deductible health savings accounts (HSAs). As a result, insurance providers have outsourced more of their work to stay on top of the influx of new clients.

KGC-healthcare-blog-graphsAnother regulation the ARM industry should consider is ICD-10, a massive overhaul of the medical coding procedures for health care providers. It will add nearly 68,000 new codes to the electronic health records (EHR) system. In the past, a hand injury may have been basically coded to read: “injured hand.”

Now, health care providers are required to submit a much more detailed description that would say: “left hand, vertical laceration from knife, 20 stitches used.” Failing to code properly could result in a rejected claim from federal or private insurance companies, costing the health care provider a lot of time and money. For these reasons, revenue cycle management (RCM) has become an integral component to health care provider operations.

For those wishing to take advantage of the current excitement surrounding the health care segment, the list below serves as a basic guide for health care collection agencies considering a transition to RCM:

KGC-healthcare-blog-tableOne of the best places for ARM providers to start is self-pay/co-pay services, which can complement their already ongoing third-party collection work. In most cases, they have existing technology infrastructure to handle this service. Additionally, the Affordable Care Act has increased the volume of self-pay/co-pay insurance claims, and that amount is expected to climb higher over the next few years. ARM providers would, however, need to work out the details of insurance knowledge and increased scrutiny by hospitals and other providers for “above and beyond” customer service, but this is not a foreseeable challenge.

Taking Advantage of the Health Care Buzz
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Accounts Receivable Management

Executive Change: Convergent Revenue Cycle Management Promotes Mark Schanck to President


Convergent Revenue Cycle Management, Inc., a national provider of healthcare revenue cycle management and patient access solutions to top hospitals, has announced that Mark Schanck has been promoted to company president. Schanck has 20 years of experience in healthcare services and most recently served as Convergent’s Senior Vice President of Sales & Marketing.

Schanck will now oversee all sales and operations for the Convergent healthcare division, which offers PatientQuest™ patient access, self-pay collections, third-party reimbursement, receivables management and customer service solutions. Convergent is a subsidiary of Account Control Technology Holdings, Inc.

“With his history of success in healthcare services, Mark Schanck was the obvious choice to lead our efforts to optimize internal operations while growing support for Convergent clients,” said Nabil Kabbani, CEO of Account Control Technology Holdings, Inc. “With Mark at the helm, we have a strong, flexible team that’s able to provide outstanding support to frontline operations, build relationships with clients, and grow our business to meet the needs of the rapidly changing healthcare market.”

Mark Schanck

Mark Schanck

Prior to his success in sales at Convergent, HBCS and McKesson, Schanck had a highly productive career in healthcare service operations, most notably serving as National Director of Operations at Shared Medical Systems (acquired by Siemens). There, he helped develop the company’s first provider outsourcing services center, was involved in the development of the nation’s first Medicare Plus-Choice program, and helped devise the “National Business Office” offering to provide back-end billing and follow-up services for hospitals. Schanck earned his Bachelor of Science degree in Business Administration from Oral Roberts University and his MBA from Southern Nazarene University. He is an active member in HFMA and other professional trade associations.

“I’m excited by the opportunity to continue to build on the service-oriented foundation at Convergent,” Mark Schanck said. “My goal is to expand upon our supportive employee environment and further invest in operations designed to serve our healthcare clients and partners better than any other provider. We are driven by a passion to serve our customers and ensure they experience the value Convergent brings through better processes, superior technology and resources that work to exceed expectations on a daily basis.”

About Convergent Revenue Cycle Management, Inc.

Convergent is one of America’s largest business process outsourcing, patient service, revenue cycle and receivables management companies. Convergent’s healthcare division offers patient-focused contact center technology and regulatory expertise to help hospitals and healthcare providers improve financial operating performance, enhance the patient experience, and improve relationships between patients and providers. In 2014, Convergent was acquired by Account Control Technology Holdings, Inc., which offers comprehensive business process outsourcing solutions for the consumer, education, financial, government, healthcare, telecom, utility and other markets. For more information on Convergent, visit www.convergentusa.com or call 561-862-1999.

Executive Change: Convergent Revenue Cycle Management Promotes Mark Schanck to President
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Accounts Receivable Management

Consumer Attorney Says CFPB Regulation Should be All About the Money


Just in case there was a doubt about what the consumer bar is really after, a prolific attorney that targets the ARM industry argues that the CFPB is “ineffective” in its regulatory efforts because it doesn’t get enough money from collection agencies and debt buyers to settle consumer complaints.

Sergei Lemberg just released a whitepaper under a press release headline of “CFPB Ineffective in Obtaining Financial Relief for Victims of Debt Collection Violations.” The whitepaper argues that rights of private action under the FDCPA are far more effective than the stuffy old CFPB…at extorting money from debt collection agencies, of course.

To Lemberg and his peers, money = justice. If they can get a collection agency to pay a consumer $3,500 in a settlement (and, naturally, several times that amount to the lawyers for their trouble), then everything will be better. What is not mentioned is that settlements under rights of private action almost always see the defendant admit no wrongdoing and make no promise to change practices.

This point is nearly conceded as Lemberg notes, “When debt collection agencies know they’re in violation, they don’t want to incur the expense of litigation, so they offer to settle in the pre-litigation phase.”

The whitepaper argues that the fact that only two percent of the debt collection complaints the CFPB forwarded to companies last year resulted in monetary relief proves that private FDCPA suits are more effective. Because it’s all about the money.

Equating a complaint to a definite “violation,” the report ignores the fact that the CFPB addresses each complaint it receives individually, determining the exact issue. To a consumer attorney, the thought of reasonable resolution without money exchanging hands is foreign and probably terrifying.

When the CFPB does take action against an ARM company, a change in practices is paramount in any settlement agreement. Often, the CFPB will have a company revise its practices without litigation, using its supervisory authority.

That’s all secondary to Lemberg, though. All that matters is money.

Consumer Attorney Says CFPB Regulation Should be All About the Money
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Accounts Receivable Management

Executive Change: Ashley Hancock Joins RDS Local Government Team


RDS (Revenue Discovery Systems), a provider of local government revenue administration services, today announced that Ashley Hancock has joined the RDS team as regional account manager.

Hancock previously served as a revenue examiner and local tax liaison for the Alabama Department of Revenue. He is an associate member of the County Revenue Officers Association of Alabama and a subscribing member of the Alabama Municipal Revenue Officers Association. He earned a Bachelor of Science degree in accounting from Jacksonville State University in Jacksonville, Ala.

Hancock fills the role previously held by Pete Yonce, whose career has spanned more than four decades in local government. Yonce is retiring from RDS effective May 1.

About RDS

Ashley Hancock

Ashley Hancock

Based in Birmingham, Ala., RDS provides revenue enhancement support services to state and local government in the areas of tax administration, revenue discovery and recovery, and compliance audit examination. Each year, RDS processes billions of dollars in business taxes, licenses and fees, and has recovered more than $1 billion in new revenue for clients. This revenue is from individual, business, and property taxes, and other municipal tax and fee revenue sources.

For more than 30 years, RDS has been committed to delivering government solutions based on outstanding value, competitive pricing, exceptional customer service and compliance with the highest professional standards. RDS currently provides tax administration services for more than 450 state and local government clients and manages 760 professional service contracts.

RDS is a division of PRA Government Services, LLC, a wholly owned subsidiary of PRA Group (Nasdaq:PRAA). For more information, please visit www.revds.com.

Executive Change: Ashley Hancock Joins RDS Local Government Team
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Executive Changes: BillingTree Adds Professional Services Sr. Director and Promotes from Within for Business Development and Sales


BillingTree® announced today the expansion of its leadership team with the appointment of Nils Krumins as Senior Director of Professional Services and the promotion of Chad Probst to VP of Sales and Business Development.

Both appointments are focused on expanding the company’s leading payment technology and services offerings following the appointment of Edz Sturans as CEO in August last year. Alongside these board level appointments, Jason Hiland, who oversees the Mid-Atlantic Sales Region, will be taking on the additional role of Assistant Sales Manager at the company.

Nils Krumins joins BillingTree to lead the company’s Professional Services, including oversight of Client Services, Underwriting and Boarding. He brings over 15 years of professional experience in senior service management roles for leading US organizations including Bloomberg, FICO and CR Software.

Chad Probst in his role as VP of Sales has incorporated Business Development into his existing remit, and is charged with expanding the company’s partnerships and integrations within current and future verticals. Probst began working with BillingTree in 2003 and will now be responsible for partner and channel management growth as well as sales and top-line revenue.

Jason Hiland joined BillingTree in 2009 as a territory manager following several years in enterprise sales at a leading software solution provider to the ARM and Healthcare Industries. Jason’s expanded responsibilities will include assisting the management of Sales, allowing Mr. Probst to focus on his newly added Business Development duties.

“The growth and expansion of our leadership team enables BillingTree to further provide innovative payment technology and services for companies across the ARM industry and multiple markets including Healthcare, Auto Financing and Credit Unions,” said Edz Sturans, BillingTree CEO. “Nils’ expertise in services leadership and process management will ensure our current and future customers and partners receive the greatest benefits from BillingTree’s services and product offerings.  Chad has led a very successful Sales organization for BillingTree over the last years. It is a natural progression for him to continue his success through expanding his reach into the business development cycle.  As part of the BillingTree Sales team, Jason has been integral to our successes and his relationships with the team and our customers will help him to continue facilitating future growth at BillingTree.”

About BillingTree
BillingTree® is the leading, technology focused payment solutions company providing innovative Accounts Receivables products and services that enable organizations to increase efficiency and decrease costs of processing payments while adhering to compliance regulations. For over a decade, BillingTree has committed itself to understanding the marketplace and growing payments with technology, helping merchants accept multiple payment channels while offering comprehensive value their clients have come to rely on. BillingTree has a reputation for dependable solutions and extraordinary customer service, processing billions of dollars of payments annually through a suite of solutions and services that integrate with your company’s needs. Visit MyBillingTree.com or call 877.4.BILLTREE for payment technology that works.

Executive Changes: BillingTree Adds Professional Services Sr. Director and Promotes from Within for Business Development and Sales
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Accounts Receivable Management

State Legislature Committee to Consider Strict Debt Buyer Bill After Industry Input


A committee in the Oregon House of Representatives next week will consider a bill that could place extensive new requirements on debt buyers that file collection lawsuits against consumers. In a public hearing late last month, debt buyers expressed opposition to the bill as introduced noting “this legislation has very significant problems.”

HB 2252 was introduced early this year at the very beginning of Oregon’s current legislative session. After being referred to the House Committee on Consumer Protection and Government Effectiveness, the bill had a public hearing and is scheduled for a work session on April 21 which may include a Committee vote and recommendation on passage.

The bill’s purpose, as written, is to establish requirements under which debt buyer may bring legal action to collect debt and specifies the notices that a debt buyer must give to a debtor before a suit is filed. The new requirements include an exhaustive list of documents that must be presented to the consumer and the court.

In separate submitted testimony, debt buying trade group DBA International and ARM giant Encore Capital Group stressed their opposition to the bill at a public hearing on March 26.

Encore noted that the bill goes far beyond federal requirements and new rules in other states and is impractical in its current form.

“As introduced, HB 2252 would require documents and data that simply do not exist,” Encore said. “Both the CFPB and FTC have publicly recognized that pre-charge-off account itemization is typically not provided to debt purchasers. Similarly, a copy of the original contract is often unavailable. This is largely because banks that originate credit card debt are, under federal law, not required to maintain this information longer than 24 months.”

Encore also explained that the original contract may not be available simply because it does not exist. “For an increasing number of credit card accounts opened by phone or online today, there is never a contract that the consumer signs,” the company noted.

“As drafted, the legislation’s impossible requirements would in no uncertain terms eliminate the ability of the entire debt collection industry to do business in Oregon,” Encore concluded.

DBA International had similar reservations about the bill. The trade group noted that the bill would do nothing to prevent scammers from preying on Oregon residents.

“DBA International respectfully opposes HB 2252 as originally drafted as it imposes extreme and in some cases impossible requirements on the industry which will not solve the problem of ‘bad actors,’” the DBA said, “it will simply serve to punish legitimate companies already complying with the law while the conduct of bad actors would continue.”

DBA noted that the bill would require debt buyers to provide over 20 different data elements, documents, and notices to the consumer on three different occasions as proof that they have the correct consumer identity, they own the debt, and have the correct balance owed.

The work session scheduled for next week in the House Committee could see amendments or other alterations made to the bill and could also result in a vote on whether to send the legislation to the full House.

State Legislature Committee to Consider Strict Debt Buyer Bill After Industry Input
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Accounts Receivable Management

Executive Change: Hudson Cook, LLP Adds Trisha Cacciola as Partner


Hudson Cook, LLP, a nationwide provider of legal compliance services for the financial services industry, announces the addition of Trisha Cacciola as a partner in its Long Island, New York office.

Trisha brings over 25 years experience in consumer and commercial auto finance law.  Trisha will support the firm’s auto finance and compliance practices, and her experience will further enhance the firm’s ability to provide meaningful and practical advice to its clients.

“Trisha brings skills and knowledge that will fit perfectly in the Firm’s practice”, said Tom Hudson, Chairman of Hudson Cook LLP.

From 1998 to 2015, Trisha served as Assistant General Counsel, and Executive Director of Chase Auto Finance.  Her responsibilities at Chase Auto Finance included regulatory exam management, manufacturer partnerships, fair lending, originations, servicing, collections, defensive litigation, floor plan, marketing, e-commerce, software/vendor contract drafting/negotiation and lobbying.

Trisha Cacciola

Trisha Cacciola

From 1993 to 1998, Trisha served in the legal department of Bank of America’s predecessor financial institutions, Barnett Bank and NationsBank supporting consumer and commercial auto finance programs.  Prior to Trish’s in-house experience, she was an associate for five years with the law firm of Winston & Strawn in their New York office, practicing in the Corporate, Commercial Loan, Project Finance and Bank Regulatory departments.

Trish is a graduate of New York University School of Law and New York University Stern School of Business (Accounting) and is admitted to the Bar of the State of New York

About Hudson Cook, LLP

Hudson Cook, LLP is a 65 lawyer consumer financial services law firm with offices in California, Connecticut, District of Columbia, Maine, Maryland, Massachusetts, Michigan, New York, Ohio, Oklahoma, Pennsylvania, Tennessee and Virginia.  The firm represents many of the nation’s top banks, savings associations, holding companies, finance companies, auto dealers and others who provide services to auto financing and leasing and mortgage bankers, insurance and securities companies, investment banks and “e-commerce” firms, including several Fortune 500 companies.  Hudson Cook’s related Internet publishing company, CounselorLibrary.com, offers online compliance database and update services, including industry standards CARLAW and HouseLaw.  For more information regarding the law firm and the publishing company, call Tom Hudson at 410-865-5411 or visit online at www.hudco.com.

Executive Change: Hudson Cook, LLP Adds Trisha Cacciola as Partner
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Accounts Receivable Management

Executive Change: Melissa Hobbs Joins SKYLINK Group of Companies as SVP


The SKYLINK Group of Companies today announced that Melissa Hobbs, has joined the firm in a newly created position, as a Senior Vice President and member of our executive team, reporting to Jason Brunet, Chief Business Development Officer.

Melissa Hobbs will have oversight of the strategic direction, expansion and operation of both SKYLINK Receivables Inc., (ARM) and Integrity First Telesolutions Inc.(BPO) services. She will focus on driving the SKYLINK brand through working in collaboration with the operations team to develop, enhance, and introduce to the market innovative service offerings. As a leader in the Accounts Receivable and Business Process Outsourcing industry with more than 20 years’ experience delivering results in operational management, sales and compliance standards, Melissa is committed to leading the SKYLINK Group of Companies to new levels of success.

“I am thrilled that Melissa has joined our team,” said Brunet. “She shares our values and our focus on supporting its corporate goals of Growth, Performance and Accountability, and she places the same strong emphasis as we do on elevating performance standards and overall client satisfaction. She has shown herself to be an extraordinary leader throughout her career and has a proven track record. Melissa works closely with external clients and internal operations teams to develop, implement and maintain innovative solutions that increase efficiencies and effectiveness, while decreasing costs.”

Melissa Hobbs can be contacted at mhobbs@theskylinkgroup.com or by telephone at 416-735-4285.

“I am profoundly honored to join the SKYLINK Group of Companies in this newly created position,” said Hobbs. “I very much look forward to working with the executive team, management and staff to further enrich the organizations vision of delivering the highest performance and service standards by introducing innovative practices and forward thinking initiatives.”

About SKYLINK Group of Companies:  is a privately owned and operated national accounts receivable and call centre management firm with three strategic regional offices located in Surrey, British Columbia, Toronto, Ontario and Montreal, Quebec. The firm provides our clients with top quality multilingual service capabilities and delivers extended regional and national hours of operation.

Executive Change: Melissa Hobbs Joins SKYLINK Group of Companies as SVP
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Accounts Receivable Management

$25 Million Facility Expands InVenio’s Debt Purchasing Capacity


InVenio Financial, the debt purchasing affiliate of Phillips & Cohen Associates, Ltd (PCA), is delighted to announce the completion of a $25 million credit facility from U.S.-based Javlin Capital (Javlin), enabling InVenio to acquire increased volumes of deceased account portfolios across all the countries it services.

“This capital enables us to expand the options available to creditors seeking to utilize our compassionate Estate recovery services in any of our global markets,” said Adam S. Cohen, Esq., PCA Co-Chairman and CEO. “We are the leading service-provider in this sensitive, niche market…and this multi-currency funding agreement increases our capacity to acquire specialty portfolios alongside guaranteeing creditors the reputational and brand protection with which we are synonymous.”

Phillips & Cohen Associates, Ltd. was established in the United States in 1998 and quickly built a reputation as a responsible and trusted partner to creditors around the globe. PCA’s global infrastructure includes an office in Manchester, UK, three offices in the United States, and offices in Montreal, Quebec, Canada and Melbourne, Australia.

“Javlin welcomes the opportunity to partner with InVenio and PCA, the industry’s leading specialist in probate accounts,” said Javlin CEO Rob Johnson. “InVenio’s expertise in a highly specialized segment of the collections industry, coupled with its expertise in operating internationally, will create attractive investment opportunities for the parties in InVenio’s core products and new developments going forward.”

InVenio Financial, the debt buying affiliate of Phillips & Cohen Associates (UK), Ltd., has built an award winning reputation in the accounts receivable management industry through its proven, compassionate recovery processes. As the founding member of the Samaritans Academy, Phillips & Cohen Associates (UK) Ltd. utilizes special recruitment, hiring and training techniques and ongoing key performance indicators to create an environment where staff take the time to truly understand customers’ circumstances. The group’s unique processes and specialist services have fuelled rapid growth across a number of international markets alongside significant industry recognition for the Treating Customer Fairly enhancements delivered through this niche service delivery.

Omaha, NE-based Javlin Capital LLC uses operating and valuation expertise to invest directly and indirectly in complex financial assets, including charged-off consumer receivables, non-performing real estate assets, litigation-related healthcare assets and consumer loans. Since mid-2011, Javlin has invested approximately $350 million in trade sizes ranging from $100,000 to $20,000,000.

$25 Million Facility Expands InVenio’s Debt Purchasing Capacity
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Accounts Receivable Management