Collector - March 2020 - 27

READ-DON'T JUST SKIM-YOUR CLIENT'S
BUSINESS ASSOCIATE AGREEMENT
We're all used to scanning those terms of service agreements and
privacy policies that pop up online and blindly clicking "I agree."
This should not be the case with the Business Associate Agreements
your company receives from health care provider clients. "It's important to read
them thoroughly to understand the liabilities, reporting conditions and remediation
points," said George Buck, president of Frost-Arnett Company. Pay close attention to
indemnity clauses to ensure they are reciprocal. Doing so can provide protection in
the event the covered entity experiences a data security incident outside the agency's
control but involving accounts the agency services. Read the original Collector
magazine article here: http://bit.ly/31tiE7D

HIRE FOR ATTITUDE
"You really have to hire
people who love the
negotiation process and
working on commission,"
said Patty Genovay, president of A-1
Collection Service/Credit America. "But I
look for one thing first: Are they a glass-halffull type of person? If you listen to them long
enough during the interview, stories will
come out that indicate whether they have
that positivity. I can teach them skills, but that attitude is part of who they are. I
specifically look for that when I hire." Read the original Collector magazine article
here: http://bit.ly/382OoEy

USE VIRTUAL
AGENTS TO BREAK
DOWN LANGUAGE
BARRIERS

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Your Liability
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Intelligent virtual agents
are software-based applications capable of
interacting with consumers in the same
manner as a human collector. They can
also help your company communicate in
consumers' native languages without hiring
an army of multilingual collectors. "There are a lot of agencies with bilingual agents-
usually English and Spanish-but with a small agency, a virtual agent takes care of the
language barrier," said Bill Hopkinson, IFCCE, CCAE, president and CEO of CBC Inc.
and VCS Inc. "I don't need to find collectors to speak German, Russian, Haitian Creole or
Vietnamese. I don't need to hire eight people who speak eight different languages. We can
direct them to [our virtual agent] Alex, who can speak all of those languages." Read the
original Collector magazine article here: http://bit.ly/35Wxrdd

COLLECTOR 03.20

27


http://www.bit.ly/31tiE7D http://www.bit.ly/382OoEy http://www.acainternational.org/sg http://www.bit.ly/35Wxrdd

Collector - March 2020

Table of Contents for the Digital Edition of Collector - March 2020

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