Medical Debt Collection

ACI operates successfully in many categories of debt collection on a daily basis. Medical debt recovery in particular comprises nearly 80% of our overall business. As today’s headlines tout the sweeping reforms coming to healthcare, the way that both providers and consumers navigate the system will undoubtedly undergo considerable change. Consequently, ACI continually refines its knowledge and approach to the challenges of collecting medical debt by developing strong cooperative philosophies and by devoting significant resources to training, technology and compliance.

From the outset, ACI works diligently to promote an atmosphere of trust, comfort and confidence with our clients through our staff’s competence and accessibility. First and foremost, we are a service company totally committed to your support and success.

ACI also respects the business relationship you have developed with your patients. To achieve our shared goals we work with your patients by focusing on three main objectives:

• Making your account a high priority to the patient
• Preserving your positive image in the community by treating your patients with dignity and respect
• Following through to successful account satisfaction or referral of your patient to any charity/community care that might be available according to your guidelines

Our training program for collectors at ACI is an intense study of HIPAA, the Fair Debt Collection Practices Act (FDCPA), the FCRA, and the Administrative Rules of respective state governments. We rely upon the training programs of ACA International (ACA), our national trade association, to ensure that our staff has the most complete and comprehensive instruction available. ACI currently retains two ACA certified trainers on staff who oversee the training of our collectors.

Workflow procedures for maximum collection effort at ACI are an orderly process governed not only by state and federal guidelines, but by our own time-tested standards found to be successful and profitable over the years. We rely on the training and experience of our collectors (averaging nine years per collector) to communicate, evaluate, and negotiate on a case-by-case basis. Technology and computers are great tools, but courteous, respectful human contact is the method we find most effective when carrying out a successful collection plan.

All ACI employees take the “Collector’s Pledge”:

I believe every person has worth as an individual.
I believe every person should be treated with dignity and respect.
I will make it my responsibility to help consumers find ways to pay their debts.
I will be professional and ethical.
I will commit to honoring this pledge.

ACI uses the highly regarded and widely acclaimed FACS® (Flexible Automated Collection System) automated software by Ontario Systems. Fully functional in all aspects of the collection spectrum, FACS® provides unsurpassed collection efficiency.

Through the FACS® system ACI creates the interfaces needed to accept, update and process information from our clients’ differing record layouts in a timely manner and at no additional cost. We provide remittance and account information in several formats and data is passed in real time. Accounts are transferred by flat file, disk or electronically by modem or internet. At all times ACI protects your information with cutting-edge security hardware and software to ensure your patients privacy.

Our Compliance Officer, Dennis Donohue, is a former state bank examiner and served as a regulator of collection agencies for the State of Arizona, known for its rigorous collection laws. He is also a National Director of ACA International, our trade association. Accordingly, he is well versed in the requirements of the federal Fair Debt Collection Practices Act (FDCPA). Dennis teaches the act to every new employee by having the employee read the act and then reviewing it with them chapter by chapter. Dennis places special emphasis on those chapters most relevant to day-to-day collection activities. To stay current, new court interpretations of the FDCPA are discussed at weekly collectors’ meetings.

We understand that your customers and your business are unique. Your relationship with us will be a partnership, with shared goals and shared achievement. Why not let ACI create a plan tailored to fit your business needs?