Shows
Closing the Books by IC SystemLEVERAGING AAHAM INFLUENCE: HOW IC SYSTEM EXCELS IN HEALTHCARE COLLECTIONS
2024-08-0923 minClosing the Books by IC SystemTraining & Developing Representatives to Succeed with Allison JohnsonTo create a winning formula for a compassionate and empathetic approach to the collections’ process, Allison Johnson, Training & Development Manager at IC System, knows the secret is in training. A well trained and developed team of collection representatives are the backbone of any collection agency, and Johnson was excited to share her approach.“Our main priority is making sure that the new hires have a solid understanding of the importance of compliance and quality,” Johnson said. “With the collection agency being so regulated, its important new hires understand that we’re handling private consumer information. And we also want...
2024-06-1414 minClosing the Books by IC SystemCompliance and Risk Management in the Collections IndustryMichelle Dove wears a lot of different hats as a General Counsel and Compliance Officer for IC System. She provides legal advice on many issues that might face the company. Dove shared her thoughts and experiences on compliance and risk management challenges in a collection agency setting. For more information, visit https://www.icsystem.com/.
2024-06-1413 minClosing the Books by IC SystemHow to Manage a Collection Agency SuccessfullyA healthy and prosperous collection agency needs a recovery management software solution that can put it one step ahead of the competition.Karen Jonas, Senior Vice President of Field Sales for IC System, and Thom Majka, Director of Business Development, DebtNext discussed the partnership between the collection agency and software platform provider and how this bond makes success at IC System possible.“DebtNext software is a platform, a recovery management platform, that brings technology into the credit and collection industries,” Majka said. “Within the industry, we’re a leading application that allows us to manage every as...
2024-06-1422 minClosing the Books by IC SystemChallenges of Debt Collection 2023On the newest episode of Closing the Books, a podcast by IC System - expert in all things debt collection - host Gabrielle Bejarano chats with President and CEO of IC System, John Erickson, about the challenges of debt collection for the previous years, rolling into 2023. The two discuss...1) The impact the past few years of consumers’ ability to repay debts has had on the business and IC System’s solutions to these challenges2) How IC System has outperformed its competitors using new communication systems despite the consumer payment issue3) What challenges the coll...
2024-06-1410 minClosing the Books by IC SystemOvercoming Debt Challenges in 2023 with T.J. LeeOn this episode of Closing the Books, host Gabrielle Bejarano speaks with T.J. Lee, Director of Operations at IC System. Lee wears many hats at IC System, so he knows a thing or two about debt collection challenges and how inflation has impacted collection agencies. “Coming out of the pandemic, it’s definitely been challenging. Says Lee. “(During the pandemic), people were paying down old debts because they had that disposable income to do so, but I think . . . after being cooped up for a couple years, people want to get out . . . They want to go travel, they want to hav...
2024-06-1414 minClosing the Books by IC SystemHow to Start Collecting Business Debts - Quickly and Easily with InstiCollectConsumer debt is steadily climbing due to trends such as pandemic recovery (e.g., rent recouperation), fear of recession, healthcare (e.g., pushing more healthcare costs onto patients), and other current trends. Smaller businesses will be impacted more due to their lack of resources and training to collect this increased debt. In a new episode of the podcast "Closing the Books," host Eric Johannes interviewed Lee Brockney, General Manager of Main Street Recoveries at IC System. The two talked about how IC System used innovation and 85 years of debt recovery experience to create their new offering, InstiCollect...
2024-06-1418 minClosing the Books by IC SystemIC System - Core Values in ActionOn the newest episode of Closing the Books, a podcast by IC System, IC System's Bart Shea, VP of Client Development shares his personal journey in the industry, his passion for the HFMA, and his debt collection industry insights with host Gabrielle Bejarano.The two discuss...1) Shea’s journey in the collections industry2) Why participation in the HFMA is so important3) Where Shea sees debt recovery going in 2023 and beyond“It’s near and dear to my heart with making sure that our industry is up to speed on the ch...
2024-06-1410 minClosing the Books by IC SystemStaying on the Cutting Edge of Healthcare with the Healthcare Financial Management Association (HFMA)With the growing world of healthcare and rapidly changing federal, national, and local regulations, it's a priority that healthcare professionals and facilities stay up-to-date on current industry trends, particularly as it pertains to debt and finances. That is the fundamental purpose of the Healthcare Financial Management Association, or HFMA. In this episode of the podcast "Closing the Books," host Gabrielle Bejarano interviewed Mary Prendergast, the VP of Business Development at IC System, who is also the president of the Virginia-Washington, D.C., Chapter of HFMA. The two talked about what the HFMA does, how the pandemic impacted...
2024-06-1412 minClosing the Books by IC SystemHow can a debt collection agency with experience, knowledge, and resources better recover your revenue and relieve your accounts receivable burden?IC System, a family-owned and nationally recognized debt collection agency with 85 years of experience, can effectively help you recover revenue and ease your accounts receivable burden. Whether you're a first-time client or have previously worked with other agencies, IC System simplifies the process of sending accounts to collections. On today's episode of Closing The Books, host Eric Johannes speaks with Nate Welbig, Director of Operations at IC System, about his journey to a career in collections and how IC System’s core values of Innovation, People, Integrity, Performance and Pride are demonstrated within the organization. Th...
2024-06-1420 minClosing the Books by IC SystemCollections Overview with IC System Director of OperationsIC System, a family-owned and nationally recognized debt collection agency with 85 years of experience, can effectively help you recover revenue and ease your accounts receivable burden. Whether you're a first-time client or have previously worked with other agencies, we simplify the process of sending accounts to collections. On today's episode of Closing The Books, host Eric Johannes speaks with Nate Welbig, Director of Operations at IC System, about his journey to a career in collections and how IC System’s core values of Innovation, People, Integrity, Performance and Pride are demonstrated within the organization. The tw...
2024-06-1420 minClosing the Books by IC SystemAffordable Debt Collection with InstiCollectBryan Campbell, Business Development Manager at IC System talks about the options for affordable debt collection services. Key points: IC System offers an online solution based approach to debt collection. Within 24 hours InstiCollect can have debt monitoring activity. InstiCollect allows for credit reporting, skip tracing and more. IC System strives to make debt collection better. With innovation being one of the core values, IC System identified a business segment that was underserved and created a product to take what they've done for 80+ years to address this segment in a new, modern way. This...
2024-06-1413 minClosing the Books by IC SystemChanges to Credit Reporting in the Healthcare IndustryThe most expensive car ride someone may take in their life is an ambulance ride, which racks up to a whopping average of 1,200 dollars. Most individuals probably cannot or will not pay that bill outright, meaning it will serve as a form of debt to them.So, how is credit debt any different from more “voluntary” types of debt and how does it impact patient credit scores?On today’s episode, Host Gabrielle Bejarano speaks with Michelle Dove, Chief Corporate Counsel and Chief Compliance Officer at IC System, to talk about recent and upcoming changes in cre...
2024-06-1414 minClosing the Books by IC SystemTax Season for UtilitiesEvery day, more and more cases arise within the utility industry where customers find themselves with average balances increasing over 25%, especially given current economic indicators of inflation. Energy bills are piling up, and consumers are disconnecting as their bills become more difficult to pay off. For debt collection agencies, the longer the disconnected account goes without paying their debts, the more difficult it is to get accounts submitted before tax season. So, what are some of the strategies to help companies get their accounts receivables in order? On this episode of Closing the Books, host...
2024-06-1414 minClosing the Books by IC SystemSecurity and Compliance in the Collection IndustryWhen it comes to the debt collection industry, many consumers who have been affected by past due debt have had negative experiences with the debt collectors contacting them. After the financial crash of 2008, the federal government created the Consumer Financial Protection Bureau (CFPB) to regulate the debt collection industry and protect consumers from unfair collection practices.IC System, founded in 1938 and 2021 winner of the Better Business Bureau’s Torch Awards for Ethics, is dedicated to working with consumers in a way that assists them in addressing their debts in an ethical and kind manner. Additionally, the company wo...
2024-06-1418 minClosing the Books by IC SystemHow Does a Debt Collection Company Innovate?Lee Brockney is currently the Manager of Financial Planning and Analysis Manager at IC System. After 19 years with the company, he wears many hats today. He’s in charge of general project pricing, financial forecasting, cost analysis, budget, and other ad-hoc reporting. He’s also an active Chairman of the Innovation Committee. He’s poised to discuss the innovation within IC System and how they encourage employees to make small changes to optimize their processes.As a collection agency, they work in an incredibly competitive field. “When you combine the pricing pressure with the regulation, it’s ripe for i...
2024-06-1423 minClosing the Books by IC SystemMining the Hidden Revenue in Late Stage UtilitiesThe utility industry is one of the many industries IC System helps collect on past-due accounts. Karen Jonas, Senior Vice President of Business Development for IC System, spoke with Closing the Books’ Tyler Kern on how to help customers get back on track with their utility payments. IC System works with a plethora of utility companies of all size, like electric, gas, municipalities, or regulated or dysregulated. When some customers get behind on payments, staying on top of the accounts receivable (AR) can prove challenging for utilities after the winter months. Jonas’ advice for these comp...
2024-06-1411 minClosing the Books by IC SystemHow Regulation F is Reshaping the Debt Collection IndustryReturning guest Michelle Dove, Chief Compliance Officer and General Counsel for IC System, sits down with host Tyler Kern to discuss the changes implemented by Regulation F and how they’ve effected IC System as well as the broader debt collection world. “I am mainly tasked with understanding the law that applies to the collection industry and making sure that our practices are adhering to the law,” said Dove. So when it comes to understanding Regulation F, Dove is a go-to for IC System. “Regulation F is a series of rules that the CFPD introduced in late...
2024-06-1412 minClosing the Books by IC SystemSetting Expectations for Working with a Debt Collection AgencyIn general, the debt collection industry suffers from a poor reputation. And the idea that a consumer in debt could describe their experiences working with a debt collection agency as positive is strange tomany people. Closing the Books host Tyler Kern spoke with Brian Eggert, Marketing Specialist at IC System about these various perceptions and how to best set expectations when working with a debt collection company.Eggert began working at IC System in 2001 as a part-time debt collector to help pay for college. Since then, he has moved through a variety of positions leading to a...
2024-06-1422 minClosing the Books by IC SystemNational Licensure in the Collections Industry with Chris MorrisA collections agency that is nationally licensed ensures compliance within each state it operates. Chris Morris, VP of Client Success at IC System, spoke with Tyler Kern about the ins and outs of being nationally licensed in the collections industry.Becoming a nationally licensed collections agency is a complex, intricate process that can take a year. And with the sensitive financial transactions at stake, states need to maintain a high level of confidence that the agency in question abides by all proper regulations.IC System handles its licensing in-house and ensures the correct handling of...
2024-06-1411 minClosing the Books by IC SystemTips For Small Business When Submitting Debt To a Collection AgencyThe world of debt tends to creep up on many businesses. One moment it’s a small purchase on a credit card, the next it’s thousands of dollars with high monthly payments and high interest. Sometimes with this debt, businesses even fall into missing payments and become delinquent. This is where debt collecting agencies come into play. In working with the thousands of clients in the IC Systems’ portfolio, Bryan spoke about some of the information that small businesses should have handy when going to a debt collection agency. The more pieces of information the better as the...
2024-06-1415 minClosing the Books by IC SystemHow Utilities Can Decrease Their Accounts ReceivableUtility companies, like many businesses, were impacted by the COVID-19 pandemic. With people struggling to pay their bills, that left utilities with growing accounts receivables. Karen Jonas, Senior Vice President of Business Development at IC System, and Eric Port, Recovery Manager at DebtNext, provided some insights on the matter and some welcome news for utilities struggling with mounting AR balances.“What we see is a lot more utilities are starting to regain focus on their write-off collections again,” Port said. With the pandemic beginning to subside, there is a renewed effort on recoveries and a shift in the...
2024-06-1427 minClosing the Books by IC SystemBONUS EPISODE: Creating A People-Focused Culture in Debt CollectionDebt collection rarely, if ever, has a positive connotation. Joe Erickson, Director of HR at IC System, spoke with Eric Johannes, Director of Corporate Marketing at IC System, about how this relates to the significance of creating positive culture in this sector. Erickson has worked for IC System, a family business founded by his grandmother, for 22 years. He sees the main benefit of working for a private-owned company as being able to say when something is wrong and act with integrity, even when difficult. “Our core values are something that we’ve stuck by, and we have held...
2024-06-1416 minClosing the Books by IC SystemOptimizing Account Receivable Recoveries During Tax TimeTax time for collections agencies is a time when conversions and recovery increase. This window of time when debtors may have additional funds is prime time for collection success. Discussing why this is and offering more insights, Bryan Campbell, Business Development Manager at IC Systems, joined Closing the Books host Tyler Kern. “From an activity standpoint, it’s a seasonal lift. Inbound volumes are up over 10%, conversion rates by 7%, and payment size by 20%,” Campbell shared. Campbell attributed this rise in recovery to consumers wanting to meet their obligations. “There’s a psychology to it. People get a refund and...
2024-06-1413 minClosing the Books by IC SystemHow Data Impacts Collection Performance“There’s a lot of science behind it,” Selbitschka said. “We’re looking at the portfolio as a whole. So, as the accounts come in, we’re looking at average balance, we’re looking at where the consumer is located, how long the consumer had the services. Were they a continuous payer, where they a one and done? There’s all that information that goes on behind-the-scenes we look at before we make a phone call.” Utilizing data during this phase provides accurate information upfront and ensures a better return on collections. Selbitschka said IC System utilizes a data vendor who...
2024-06-1412 minClosing the Books by IC SystemBONUS EPISODE: Debt Collection Through the Years with Kay DrinkwitzOn this episode of Closing the books, a podcast by I.C. System, Host, Eric Johannes, sat down with Kay Drinkwitz, a Lead at IC System. The two discussed Drinkwitz’s 27-year journey at I.C. system, from her early days as a college student to her work today as a mentor for other collectors, as well as how the task of debt collecting has evolved throughout her years at I.C. System. Drinkwitz was only 18 when she got referred by her supervisor to start at I.C. System. She recalls her first years working in debt co...
2024-06-1421 minClosing the Books by IC SystemKeeping Up with Regulatory Change in the Collection IndustryWith 50 states and seemingly a different set of rules for each, keeping up with the regulatory changes in the collections industry can be tricky. But Michelle Dove, Corporate Counsel & Chief Compliance Officer at IC System, said it’s all in a day’s work. She joined host Tyler Kern to shed some light on the latest industry regulations and provide some best practices for keeping on top of the changes.Dove’s primary job with IC System is to manage litigation. Still, she also spends a fair amount of time reviewing policies and procedures to ensure everything follow...
2024-06-1418 minClosing the Books by IC SystemUsing A Business Adviser to Improve A Healthcare PracticeOn this episode of Closing The Books, a podcast by IC System, Host Tyler Kern talked with Mary Prendergast, Vice President of Business Development at IC System, and Gary Meza, CEO, and Owner of GTM Medical Consulting, whose mission is to become the leading business advisor for physicians in the Mid-Atlantic by helping its clients achieve best practices both financially and operationally. The trio talked about how a business adviser can improve your healthcare organization’s revenue challenges. Meza and GTM Consulting help practices that are struggling. Having worked with over 100 practices from numerous backgrounds, he helps th...
2024-06-1417 minClosing the Books by IC SystemHow Government and Utilities Organizations can Write Better RFPsClass was in session on Closing the Books as Tyler Kern got a crash course in the secrets behind writing an accurate collections RFP to capture vendors’ attention and deliver the results businesses desire. IC System Proposal Manager Mark Pollard provided insights into what vendors like IC System look for in a well-written RFP that helps them communicate how their solutions will make a perfect fit for a prospect’s business.There are many standards and requirements in an RFP that won’t change over time, but Pollard said he’d seen his fair share of RFPs...
2024-06-1423 minClosing the Books by IC SystemWhy Winning the BBB’s Torch Award for Ethics Is Important for IC SystemThe Better Business Bureau (BBB) has long been an organization that seeks to build trust between businesses and consumers. Most people are familiar with their grading, which is the result of customer reviews.They also have the Torch Awards for Ethics, and IC System is a 2021 winner. Discussing the award and what it means, Closing the Books host Tyler Kern spoke with IC System President and CEO John Erickson and Lisa Jemtrud, VP of Community Relations for BBB Minnesota.Jemtrud explained the basics of the award. “Its purpose is to lift up those businesses showcasing et...
2024-06-1417 minClosing the Books by IC SystemHow a Collection Partner Helps Utilize Healthcare Offices’ Limited ResourcesDebt collection is a challenging aspect of healthcare operations. With a variety of organizations, account recovery isn’t one-size-fits-all, nor is it usually manageable with limited resources. For more information, visit https://www.icsystem.com/.
2024-06-1410 minClosing the Books by IC SystemPatient Advocacy in Healthcare from the Provider to CollectionsWhat does patient advocacy look like in 2021, and how has COVID-19 impacted the healthcare system from the patient to the provider and collection agencies? Kristina Gursky, Director of Healthcare Client Success at IC System, and Kenny Koerner, Director of Revenue Cycle at CGH Medical Center, helped host Tyler Kern break down this important and timely topic.
2024-06-1422 minClosing the Books by IC SystemWinning with Compassion in Healthcare Collections with Kristina GurskyWorking at IC System for the past 15 years, Kristina Gursky, Director of Healthcare Account Management, has learned a thing or two, or 12, about the healthcare space's collections process.And, while the revenue cycle in healthcare is always changing, one thing remains the same: the need for compassion and empathy.Gursky said keeping up with all of the various billing processes and changes during the pandemic is challenging, but she and her team strive to be the go-to for process and regulation changes for IC System’s clients.“When things do change, that impacts our...
2024-06-1411 minClosing the Books by IC SystemScorecards for Success in Debt CollectionMike Selbitschka joined IC System fresh out of high school. Now IC System’s Vice President of Operations, Selbitschka knows a thing or two about the collections industry. And the best tool he knows for measuring success is the scorecard.
2024-06-1418 minClosing the Books by IC SystemInside IC System’s Successful Partnership with GenomindFinding a perfect match can be difficult, but sometimes things just click. That’s the case with IC System and Genomind. Genomind, a company utilizing genetics as a data point in diagnosing mental health challenges, wanted a recovery agency that, instead of aggressively going after those who hadn’t yet paid for the services provided, would take a tactful approach.For more information, visit https://www.icsystem.com/.
2024-06-1434 minClosing the Books by IC SystemHow Collection Agencies Can Benefit from Customer Satisfaction SurveysBusiness leaders in B2C industries are quite familiar with post-call customer satisfaction surveys. After all, they’re one of the most effective and practical ways to measure consumer sentiment.However, the debt collections market is one industry that hasn’t implemented this aspect of consumer experience – until recently.Tim Scholl is IC System’s Call Center Support Supervisor, as well as the one who built the company’s Consumer Satisfaction Survey (CSAT) in 2017. Podcast host Tyler Kern tapped Scholl’s expertise in this area to find out what benefits and insights this system has provided sin...
2024-06-1411 minClosing the Books by IC SystemA Different Approach for Collection Agencies with John EricksonJohn Erickson, President and CEO of IC System, believes there’s a compassionate way to approach the collection agency business. That model leads to higher recoveries and positive outcomes for clients.
A lot in the industry has changed in Erickson's 20-year involvement with collections. Increased regulations, and a re-thinking of the approach, helped reduce some of the more aggressive tactics used in the collections’ process.
“How we treat people is one of our core values at IC System,” Erickson said. “How we handle all of the people we speak with on the phone - we must treat them with dignity an...
2024-06-1414 minClosing the Books by IC SystemWhat Businesses Should Seek Out when Choosing a Collection AgencyDebt collection isn’t a new business. It has evolved dramatically since IC System’s founding over 80 years ago. With regulations, technology and a changing economy, organizations need a debt collection partner they can trust. Bryan Campbell, Business Development Manager of IC System, shared his expert advice for those that need help with receivables.“A partnership focus where the agency is an extension of your business is key. It’s also important that they have a strategic and clear understanding of your needs and put together a solution to meet them. It’s not cookie-cutter,” Campbell said.Compani...
2024-06-1427 minClosing the Books by IC SystemChoosing The Right Collection Agency PartnerChasing down a debt can be an unpleasant process, but that makes it all the more important to pick the right collection agency.In many ways, IC System Vice President of Client Service Chris Morris said, the collection agency is an extension of your business. While a payment may be delinquent, the relationship between a business and a client is still important.“You selected this collection agency to work on your behalf, and if you’re selecting a collection agency that is abusive or is harassing your customers, that’s going to reflect negatively on you an...
2024-06-1414 minClosing the Books by IC SystemCollecting Healthcare Debt in Highly Regulated ConditionsIn the insightful Episode 39 of "Closing the Books," Michelle Dove, IC System's Corporate Counsel and Chief Compliance Officer, delves into the intricate realm of healthcare debt collection amidst the backdrop of evolving regulations. Dove highlights the imperative of staying abreast with the latest regulatory changes, such as updates from the Consumer Financial Protection Bureau and the introduction of the No Surprises Act, underscoring the challenges and necessities of compliance for healthcare providers. The conversation further explores how IC System is at the forefront of adapting to these changes, employing strategies like advanced electronic communication and a nuanced...
2024-06-1413 minClosing the Books by IC SystemWhat's a Nice Guy Doing in Collection Sales?In the most recent episode of the "Closing the Books” with IC System, host Gabrielle Bejarano welcomed Al Oberdick, a district sales manager with decades of experience at IC System. Al's journey into debt collections began after a background in social work. He joined IC System with the intention of maintaining an ethical approach to sales. IC System's core values and personalized approach aligned well with Al’s principles. The conversation went on to highlight the evolution of collection services, emphasizing the blend of automation and personal touch for successful debt recovery. They talked about how in post...
2024-06-1413 minClosing the Books by IC SystemSmall Business Debt ManagementOn this edition of "Closing the Books" by IC System - your trusted subject matter expert in all things debt collection - The conversation delves into the challenges of handling past-due debt for small businesses and how even a single delinquent client can significantly affect revenue. They highlight the complexities of managing these situations, especially when it comes to maintaining both the business’s reputation and the client relationship. They also talked about the reasons small businesses might be reluctant to collect debt including potentially damaging customer relationships. Small business owners have a lot to do to ke...
2024-06-1418 minClosing the Books by IC SystemMaking Government Collections BetterIC System has over 85 years in the collection business, with over 50 years of working with government clients. In this podcast, we explore the significance of reputable debt collection agencies like IC System in the government sector, especially how their expertise and resources benefit government organizations. From small municipalities to large federal entities, every segment within government systems requires effective collections management in line with regulatory requirements and diverse debt scenarios. IC System's Operations Manager, Lyn Krenz, highlights their unique advantage as former floor collection agents who understand what it takes to work directly with individuals...
2024-06-1416 minClosing the Books by IC SystemClosing the Books IC System's dPlat DebtNext CertificationIn this episode of the "Closing the Books” by IC System, host Eric Johannes, Director of Marketing at IC System speaks with Karen Jonas, Senior VP of Field Sales at IC System, and Frank Ellenberger, Director of Strategic Initiatives at Debtnext Software. IC System recently became the first vendor certified for DebtNext under their new accreditation program - dPlat. The discussion provides insights into DebtNext's recovery management platform, a middleware software sitting between clients' billing systems and collection partners.Covered in this conversation are:• A DebtNext platform overview: Ellenberger describes DebtNext's middleware platform, high...
2024-06-1419 min
Lichtblock Professionals#004 Daniel Ebert & Sebastian Firmke – Evolution des Personal TrainingsWie denken erfolgreiche Personal Trainer und Coaches im Jahr 2022? Wie hat sich der typische Beruf des Fitnesstrainers zum “High End Performance Coach” der ganzheitlich denkt entwickelt? Wie wichtig ist Licht für Daniel und Sebastian und warum haben Männer keinen “Arsch” mehr in der Hose? Eine interessante Unterhaltung unter Experten.
Daniel und Sebastian haben gemeinsam die Seminarreihe IPS Level 1-3 entwickelt. Dabei dreht sich alles darum, wie du als Personal Trainer oder Therapeut deine Klienten schnellstmöglich zu Schmerzfreiheit und maximaler Leistungsfähigkeit verhelfen kannst. Dabei haben sie die effizientesten Techniken aus aller Welt in ein direkt umset...
2022-03-0548 min