1. “Medical Identity Theft” February 9th 2016

2. Ridiculously nice…
Collection agency

4. Kenlyn T. Gretz
President and CEO of…

5. This is not legal advice
This is not legal advice. You should contact your company attorney for legal advice.

6. 21% increase from to 2015
Identity is stolen or shared on purpose

7. What is it?
Medical identity theft occurs when someone uses an individual’s name and personal identity to fraudulently receive medical services, prescription drugs and/or goods.

8. Who Is Doing It? 49% family members and friends
25% knowingly permitted their friend or family member to use the identity.
24% had a friend or family member use their identity without permission.
51% no relation or relationship

9. Who Do Victims Blame?
52% place the blame (responsibility) on the healthcare provider.
48% state they would change providers because of identity theft.

10. Our Recent Story Radiology account lists for collection.
We send a letter.
Consumer calls Americollect and claims ID Theft.
Consumer sends police report.
We validate and send to radiology client.
Client confirms with hospital the ID Theft is true.
Americollect cancels accounts and sends apology letter.
60 days later we get sued.
$2500 settlement and $4000 in attorney fees.

11. Hint of ID Theft Notify all involved
Vendors, ancillary medical providers, labs, pathology, radiology, anesthesiology and insurance company.

12. How do consumers become aware of ID Theft?
33% billing statements from provider
24% collection letters
14% adverse credit file
Remember 25% gave permission.
Ask your collection agency for their process on Medical Identity Theft.

13. Outbound Call Vs. Formal Dispute Letter

14. Checks in the Mail!

15. What we hear! “I was never at XYZ Hospital!”
“I never was at the hospital on that date! “
“I never heard of that doctor.”

16. Truth or Stall
Inbound call our outbound – caught off guard – White Lie?
Are the statements going to correct address?
Who was the patient? Divorce?
Who is the bill payer or care coordinator in the family?
Was it a different doctor that provided services?
Are they are brand new patient?
How upset is the victim on the phone?
Did they make promises before?

18. Fair Credit Reporting Act
Conduct a reasonable investigation with respect to the disputed information.
Review all the information provided by the consumer with the notice of dispute.
Complete the investigation and respond to the consumer within thirty days of receipt of the dispute.
If the investigation determines that the disputed item of information is inaccurate, the agency must correct the inaccuracy with each CRA to which the agency has provided the inaccurate information.

19. E-Oscar Credit File Disputes
267 where ID Theft Claims ( 5% )
74 provided back up images ( 28% )
7,000,000 accounts on credit files.

20. No Police Report
We ask that they file a police report and send us a copy.
When we receive a copy, we forward it to the medical provider copy for them to investigate.
Many times the consumer does not follow through with a police report or affidavit. If they do not, we do not investigate any further.
We see some police reports “filled out” but not filed. Many police departments provide on-line documents to complete.

21. Who Reports to Police? Only 40% report to law enforcement
55% say they didn’t report because they didn’t think law enforcement would be helpful
47% state they didn’t report the theft because if was a family member

22. Expect more from us.

23. Sample Affidavit

24. Tools to Help Victims FTC Toll free - 1-877-IDTHEFT (1-877-438-4338)

25. Simple Solutions to Reduce Occurrence of Medical Identity Theft

26. Patient Access Photo Id – Think banking industry
Patient photo imaged in your EHR
Security questions - “Should know questions” -
“You had a car loan in 2011 with Bank of America. How much was your car loan payment?”
“For privacy purposes, can you tell me which of these doctors you have seen in the last 6 months”

27. Resources
Medical Identity Fraud Alliance
ACA International Fast Fax

28. Our next Webinar!
Denial Codes: How a collection agency can collect more money if you send us denial codes at the time of listing.
Tuesday, April 5, 2016
1:00 PM - 1:45 PM CST
If you would like to register, sign up at or send an to Watch your s in the upcoming weeks for a reminder.

29. SEVEN time winner of Inside ARM Best Places
Thank You.
SIX time winner of Inc Magazine’s Fastest Growing Private Company – !
And we just found
out we‘ve been
honored for a 7th year!
SEVEN time winner of Inside ARM Best Places
to Work in Collections!