Archives for November 2015

Friends:

These are exciting times for Arcadia.

I sincerely believe that this is the best company in the world. Why? An important part of our mission statement is encapsulated in the phrase “Institutional Strength and Individual Attention.” We put forth every last ounce of effort we have and pursue a full commitment to this goal. As important as it is for us to have a mission statement, it is even more important that we show how we do this and lead by example.

People may wonder what exactly “Institutional Strength” means for this organization. There are a number of factors that go into “Institutional Strength” for Arcadia. Our strength starts with community, and not just the community in which we work, but also the community inside the workplace. I say this quite often, but I like to think of each individual who works here as a member of a large family. This work environment is a wonderful place where people are happy to see one another on a day-to-day basis, and we are incredibly lucky because of this. There are also other components that go into the strength of this company, such as the outside communities where our offices are located, our technology, and our compliance.

Arcadia is vibrant in our local communities, whether it is in Reading, Pennsylvania; San Jose, California; or Columbus, Ohio. It is important to give back to the communities that have been so welcoming to this company, and we do so by such things as sponsoring events and holding food drives. We also do so by entering into long term leases at our locations so we can demonstrate that we want to continue to be a part of the communities where we are located.

One of my personal favorite parts of our “Institutional Strength” is the technology that we have implemented. It includes voice analytic software that allows not only our representatives to see what the tone of the customer’s voice means, but also notifies managers if there are any potential problems on calls, so that they can be addressed immediately. Arcadia also has a state-of-the-art phone system, which allows for a steady flow of contacts with customers.

With these new technologies come excellent compliance ratings. Ours is a very compliance-focused world, and it always has been, but today we have these new technologies that make it even easier to comply with the law. Thanks to these technologies we have earned special certifications for compliance, security, and accounting technologies.

These new technologies and special certifications are positioning us as the brand of choice. We, as an organization, need to be formidable. That means that we need to continue to grow with more clients, and more staff, so we can continue to provide that “Individual Attention” to customers, as well as the clients. A vision that I have, and the organization as a whole shares, is that Arcadia Recovery Bureau will become an organization with a presence in all 50 states. We are on the right track to seeing this vision come to fruition, and it really starts with our mission, “Institutional Strength and Individual Attention.”

John P. Fiumano
CEO and President

Arcadia is pleased to announce that we have gained several prestigious new clients in the past three months.

Our medical department in Reading has added one of the top drug and alcohol rehabilitation facilities in the United States. They also added one of the leading medical practices in Berks County.

Also in Reading, our water department has added the overdue sewer and trash collections of a large township located in Lehigh County, PA.

Our Extended Business Office department in Reading has been selected by one of the largest private, not-for-profit behavioral healthcare facilities in New Jersey. Our team handles their Medicare RTP’s and all payers for claim resolution. And, we also helped a large physicians group in Lehigh County transition to the EPIC system and have just started assisting a Lehigh Valley Hospital with the same process.

On the West Coast, our San Jose, CA office has added four exciting new clients in the medical and business sectors. Using all of our new technologies, Arcadia will make sure that these clients maximize the recovery of lost revenue.

Compliance isn’t just a good idea, it’s absolutely essential. It forms the core of our business practices.

There are numerous benefits to delivering industry-leading compliance practices. At the debtor level, they feel more comfortable knowing that a collection agency will treat them with respect. This creates a better relationship with debtors and allows for a different, more positive viewpoint of this industry.

Clients benefit from our compliance practices because they can be secure knowing that the collections agency they hired will be in compliance with all the laws. This helps to prevent costly lawsuits.

Lastly, our employees feel secure knowing their company is complying with the laws and conducting business in all the correct ways.

Which laws drive our compliance practices?

HIPAA – Health Insurance Portability and Accountability Act

This landmark law developed standards to protect the privacy and security of confidential healthcare information. By following HIPPA guidelines, Arcadia ensures clients that we deliver the highest degree of patient confidentiality. We apply tight administrative safeguards to make sure that patient information is protected to the highest degree.

HIPPA always supersedes state law unless the state law is even stricter.

FDCPA – Fair Debt Collection Practices Act

This law was enacted to amend the Consumer Credit Protection Act to prohibit certain practices by collection agencies and limits the information that can be provided to a third party. Among its stipulations:

• You must identify yourself to a third party
• If a debtor is represented by an attorney, information can only be requested from the attorney
• If a debtor wants to cease communication, it must be done immediately
• No collections can be attempted before 8 AM or after 9 PM
• Proper information must be given on answering machines
• No misleading information, improper language or threats should ever be used
• If a debtor requests validation of the debt, it must be provided

FCRA – Fair Credit Reporting Act

 

This Act regulates the use of consumer information in credit reporting. It gives debtors the right to request information that the company has for them and allows the debtor to dispute anything that they believe is not accurate. The Act also regulates how long a negative mark on an individual’s credit rating can remain on the report.

Be assured that Arcadia scrupulously follows the requirements of all federal and state legislation that governs our business.

This is big news. Now, with our Specialized Voice Analytics technology, voice and speech phonetics can be used to detect agent and patient emotions and monitor specific words and phrases. When we employ this leading-edge technology, words and phrases that are specific to your business are tracked and flagged to allow us to take appropriate actions when needed on a call.

Issues are recognized and addressed immediately, which reduces patient complaints and increases recovery for your business. Calls that are in and out of compliance are tagged to insure our agents are always representing your organization in the most positive way.

A supervisor can silently monitor the call and, when alerted, coach the agent or break into the call and give live assistance. Emotional connections are established, enhancing your patient or customer’s experience.

Other benefits of our Specialized Voice Analytics technology include:

• Quality Assurance
• Patient Engagement
• Operational Efficiencies
• Reduced Complaints
• Immediate Performance Feedback
• Increased Recovery

Watch a video to learn more about our Voice Analytics technology, now.