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HCI update regarding Coronavirus (COVID-19) - 3/31/2020

March 31, 2020

Dear Client Partners,

Gov. Doug Ducey signed an executive order on Monday (March 30th) calling on Arizonans to stay home to help curb the spread of the new coronavirus. (https://www.azcentral.com/story/news/politics/arizona/2020/03/30/arizona-stay-home-order-what-means-coronavirus-outbreak-prevention/5091800002/)

We want to update you regarding how that affects HCI.

As a federally designated non-depository financial institution (as defined by the CFPB) and an essential business under banking and financial institutions definitions in the state of Arizona (by virtue of HCI providing financial services for healthcare creditors on a daily basis throughout the State of Arizona) HCI will remain in operation during the Governor’s order.

Our office will be closed to all walk-in traffic, and where possible, staff will be working from home. Rest assured that our strict standards regarding data security, compliance and privacy will be maintained.

HCI will continue to mail letters to your patients, notifying them of new accounts and the status of existing accounts placed with our office.

We will cease making outbound calls starting tomorrow, and we will re-evaluate the decision to suspend outbound calls on a weekly basis. 

Our staff will be available to receive inbound calls. Your patients can still communicate with HCI staff via phone, or they may contact us through our patient portal, www.payhci.com

We have also suspended any new credit reporting during this order. To ensure compliance with Federal and State laws, all updates to items already credit reported will be made as scheduled.

As we said earlier, we have made the appropriate adjustments in our conversations with your consumers and remain committed to being able to help them facilitate the resolution of their debts.  All staff have been reminded to re-double their listening skills to understand some very new and unique circumstances in which consumers may find themselves.

Please feel free to reach out to us if you have any questions or concerns.

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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

one of only 70 PPMS Certified collection agencies

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

HCI is a proud member of the following associations:
HCI Associations Recovery and Medical Associations Recovery and Medical Associations