HCI COO Christian Lehr Discusses the TCPA’s Impact on Clients in October’s issue of Collector Magazine.

In the article - titled “Head of the Class: Are your clients in the dark about how rules and regulations governing the collection industry affect them?” - collection agency executives discussed the various methods used to disseminate information quickly to their clients in an ever-changing regulatory environment.

“We really had to go out and educate clients on getting permission,” Lehr said. “We also provided them with information from an ACA SearchPoint document on what language they could use to obtain consumer’s prior express consent to receive an autodialed call on their cell phone.”

Additionally, Lehr discussed the advantages of using social media platforms, such as LinkedIn, to quickly disperse information as it changes to clients. “We do healthcare debt, so we’re sharing articles on there from ACA and the Healthcare Financial Management Association about issues we think clients should know about,” he said, adding that presenting expert opinions on the regulatory environment of the debt collection industry can carry more weight with clients than simply telling them about the changes.

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HCI Fast Facts

• In business since 1992
• Only serve healthcare providers
• Meet HIPAA and PCI DSS compliance standards
• All employees are trained and certified on their knowledge of the FDCPA, FCRA, TCPA, HIPAA and the emerging CFPB rules
• Secure client portal
• Secure patient portal
• Long-term client relationships
• Low employee turnover

PPMS Certified

PPMS is a management system for recovery agencies based upon developing, implementing and adhering to a set of strict industry-specific professional practices and policies.

PPMS certification, much like a SAS-70 audit, requires independent CPA attestation that an agency has in place written policies, procedures, and work processes that ensure regulatory compliance and adherence to industry best practices. The agency must also demonstrate that it has procedures in place to identify and remediate any variance from these. PPMS certified agencies are subject to annual surveillance and must re-certify every five years.

An agency that has voluntarily undergone the PPMS application and certification process is, quite simply, a better business partner than one which has not. This rigorous process results in:

• Greater productivity/better recoveries
• Increased efficiency for better customer service
• Improved data security and physical security
• Improved solutions to compliance issues
• Enhanced disaster recovery
• More effectively trained staff
• Continuous measurement of client satisfaction
• Faster resolution of client services issues
• Company-wide commitment to quality assurance
• Documented procedures for consistent performance

This strict accreditation insures that you as HCI clients, receive the very best service.

"Clients come to us when good isn't good enough. They demand the best. We love it and wouldn't have it any other way."
— Christian Lehr, VP/COO