Okaloosa County BOCC — September 16, 2014 — PennCredit Proposal — reading text

COPY Okaloosa County, Florida Collection Agency Services for EMS RFP # EMS 63-14 due August 1, 2014 800.800.3328 Penn Credit considers certain content in this proposal to be confidential and classified as a trade secret according to Florida Statute Chapter 812.081 and requests that this information be withheld from public inspection in accordance with Florida Statute 815.045. We have accordingly marked several pages of this response as “Confidential.” Respectfully submitted to: Okaloosa County Purchasing Department 602-C North Pearl St Crestview, FL 32536 July 30, 2014 Okaloosa County Purchasing Department 602-C North Pearl Street Crestview, FL 32536 Ladies and Gentlemen, Thank you for allowing Penn Credit to demonstrate our experience and understanding of Okaloosa County’s debt recovery needs. Penn Credit has reviewed the County’s specifications, and will comply with all requirements, terms, and conditions outlined in the RFP and its scope of work. Penn Credit is a leading provider of collection services to government entities nationwide. Our relevant experience as pertains to this solicitation includes the cities of Miami, FL and Pittsburgh, PA; as well as Orange County Fire Rescue, Osceola County Fire Rescue & EMS, and Gwinnett County EMS. Penn Credit currently collects debt for the Okaloosa County Clerk of Courts and has since 2012. Our successful relationships have been built over the years by remaining focused on the needs of our clients and promoting a positive approach when dealing with consumers. Penn Credit maintains membership in ACA International, is PCI-DSS compliant, is SSAE16 SOC1 Type Il audited, and maintains an A+ rating with the Better Business Bureau. |, Thomas F. Foley, Jr, Chief Operating Officer of Penn Credit, am authorized to legally bind Penn Credit and | am designating Rhett Donagher, Manager of Sales and Marketing, as the primary contact for this proposal. He can be reached by mail at 916 S. 14th Street, Harrisburg PA 17104; by email at Rhett.Donagher@penncredit.com; or by phone at (561) 371-2937. omas F. Foley, Jr. Chief Operating Officer Okaloosa County EMS RFP # EMS 63-14 Page -1 Service ° integrity ® Results ~ EXECUTIVE SUMMARY Established in 1987, Penn Credit is a collection industry leader, dedicated to recovering debts in both the public and private sector. Under the leadership of Donald C. Donagher, Jr. (CEO) and Richard S. Templin (President), Penn Credit has experienced consistent growth since its inception and has developed into one of the leading government collection vendors in the United States. Penn Credit specializes in debt collection solutions; and we pride ourselves on our efficient collection methods while maintaining a professional presence. As a national organization, we utilize industry specific strategies and services, within the limits set forth by state, federal and the business rules of our clients, to deliver results that improve our clients’ bottom line through accelerated cash flow, resolving cases, reducing bad debt expense and write-offs, as well as improving consumer service. Our ultimate success is attributed to the use of technology to improve the collection process and a strong commitment to service and client relations. Our proposed collection plan for the County includes the use of strategic letters and phone calls, our seasoned collection staff (including bilingual collectors), and our proprietary “waterfall” skip tracing methods. Penn Credit’s highly trained collection staff, qualified and experienced managers, and outstanding !T department will all work in concert to provide the County with the highest yield returns, and we are prepared to work with the County in our ongoing effort to enhance the quality of our results and service. Penn Credit is currently interfaced with several EMS billing vendors - including Intermedix - for our Florida clients. Penn Credit offers these key advantages * More than 27 years experience collecting government and healthcare debt * Smooth transition of accounts via proven implementation processes * Experience interfacing directly with our client or EMS billing vendor ¢ Established corporate structure ensures effective communications between Penn Credit and the County ¢ Strict compliance with state and federal collection laws Okaloosa County EMS RFP # EMS 63-14 Page -2 Service * integrity * Results Ambulance Collections Our relevant experience as pertains to unpaid EMS/Ambulance billing in Florida includes collections for Osceola County EMS, Delray Beach EMS, Flagler County Fire Rescue, Orange County Fire Rescue; as well as the Cities of Miami, West Palm Beach, and Boca Raton. We receive placement data from several EMS billing companies including Intermedix-ADP1. Since 1995, we have been providing collection services for Florida clients similar in nature and scope to Bay County and now have more than 50 government clients in the state. We also maintain satellite call centers in State College (PA) and Mt. Laurel (NJ), as well as sales and client service staff in Pittsburgh (PA), Palm Beach Gardens (FL), Dallas (TX), and Phoenix (AZ). Management Plan Penn Credit will focus on the current and future needs and requirements of the County. We will customize a flexible work plan that will help us exceed County-specific objectives and goals. Penn Credit is a leader in the collection industry due to developing collection strategies for each individual client as follows: ¢ Developing a strategic collection policy to meet the County’s goals e Reviewing and understanding the County’s policies and procedures e Validating contract work expectations for state and federal compliance * Evaluating trends and growth opportunities * Accommodating future County requirements To provide the best results for our clients, Penn Credit will utilize our expert resources. Our management team has helped develop and plan our collection strategies and training programs. Penn Credit will ensure your satisfaction as a client; and our cutting edge, in-house technology program will provide secure, safe access to customized reports and programs designed specifically for your use. Through active participation with industry organizations, Penn Credit remains at the forefront of providing the latest collection products, technologies and customer support tools. Our successful relationships have been built over the years by remaining focused on the needs of our clients. Penn Credit maintains membership in ACA International, is PCI-DSS Compliant, is SSAE16 SOC1 Type Il audited, and maintains an A+ rating with the Better Business Bureau. Okaloosa County EMS RFP # EMS 63-14 Page -3 Service ¢ Integrity * Results Account Capacity We have extensive experience accepting large referrals of older accounts from government clients who previously used another collection agency (secondary, tertiary referrals), or have never used a collection agency. Penn Credit has the capacity and processes in place to handle accounts placed by the County including any backlog of accounts the County may place with Penn Credit from a current vendor. With our existing infrastructure, we can add 40 collectors to our staff immediately. Additionally, we are able to quickly increase operating capacity by 30% in our Harrisburg office and our new contact center in Phoenix, AZ, which will be staffed with 20 agents and will augment Penn Credit’s ability to interact with Spanish-speaking consumers. Our dialing systems generate an average of 500,000 attempts per day utilizing 500 phone lines. On average our staff receives 3,000 inbound calls and completes contact on 15,000- 25,000 outbound calls per day. We will adjust staff accordingly to meet the needs of the County at any time during the contract. HIPAA Compliance Penn Credit is fully HIPAA compliant. All protected health information is in secure locations. Our process of sending and receiving protected information is encrypted. All staff members are fully trained in HIPAA laws and compliance. All staff members are trained on the Statute and how it applies to our operations and the protocols of disclosing protected information. All new employees are fully trained on the HIPAA laws and what can be disclosed to the patient/guarantor. Yearly training, our policy regarding HIPAA, and HIPAA training material are provided to the entire staff. Each employee must sign an acknowledgment statement of HIPAA understanding. All emails and data transmission are encrypted. All protected documents are locked in secure cabinets, while discarded documents are shredded on-site. Strong emphasis is placed on third party disclosure and data security when sending documentation between our office and clients (e.g.. using secure email to send a spreadsheet with PHI). Okaloosa County EMS RFP # EMS 63-14 Page - 4 PennGredait Service ° Integrity « Results What sets Penn Credit Apart from our Competitors: ¢ Professional collection staff trained in government/healthcare debt collections * Long term collection relationships with our continued clients ¢ Collections and IT systems developed and maintained in-house * Multiple government clients in the panhandle, including the Clerks of Court of Okaloosa, Santa Rosa, Bay, and Wakulla Counties. ¢ Hands-on leadership participating in regular strategy reviews * Regular meetings to evaluate: ¢ Trends ¢ Collection results ¢ Program improvement based on joint review efforts and solutions e Uninterrupted, seamless transfer of business ¢ Call analytics through CallMiner Florida Account Executive Penn Credit’s Florida-based representative, Phil Mennell will be available to meet with the County in person, during the start-up phase, to coordinate interfacing and transferring data files between Penn Credit and the County. Phil Mennell will continue to be the local representative to the County through the life of Penn Credit’s contract. Florida Licensing Please see Penn Credit’s Florida certificates on the following pages. Okaloosa County EMS RFP # EMS 63-14 Page -5 Penn Service ¢ Integrity « Results Florida Office of Financial Regulation Page 1 of 1 FLORIDA OFFICE of F uy tart, Efficient’and Effective Regulatio Home About OFR Apply fora License Verifya license Filea Complaint News Research Resources License Search Results Detail License Namet PENN CREDIT CORPORATION DRA Name: License Type: ‘Constmor Collection Agency Status: Approved Status Effective Date: 14/22/2013 Orlyinal Bate of License: 3/14/1995, License Number: GGA0s00232 License Expiration Date: 12/31/2014 License Main Address: Street: 9168 148T City: HARRISBURG State: Zz Zip Code: License Maillng Address: Street: 9165 14ST city: HARRISBURG State: wz 2ip Cadar Phone Number: Search for Final Orders New Search | | Relum to Search Results Accessibilty Contact Us (850) 487-9687 Site Map https://real. flofr.com/ConsumerServices/SearchLicensingRecords/SearchDetail.aspx?licNu... 1/22/2014 Okaloosa County EMS RFP # EMS 63-14 Page -6 Service ¢ Integrity ° Results State of Florida Department of State I certify from the records of this office that PENN/CENTRAL CORPORATION is a Pennsylvania corporation authorized to transact business in the State of Florida, qualified on May 27, 1999. The document number of this corporation is F99000002722, I further certify that said corporation has paid all fees due this office through December 31, 2013, that its most recent annual report/uniform business report was filed on January 11, 2013, and its status is active. I further certify that said corporation has not filed a Certificate of Withdrawal. Given under my hand and the Great Seal af the State af Florida at Tallahassee, the Capital, this is the Eleventh day of January, 2013 Cen, Dereon Secretary of State Authentication ID: CC8663334395 To authenticate this certificate,visit the following site,enter this ID, and then follow the instructions displayed.