Speakers: Brian Wild, Nadeam Elshami

Join Washington insiders Nadeam Elshami and Brian Wild as they provide bipartisan and bicameral based predictions about the election, which falls less than one week after Fall Forum.

Elshami, who served for 25 years in Congress departing as chief of staff to House Democratic Leader Nancy Pelosi (D-CA) and Wild, who worked in the White House in the Bush Administration and as Patrick Toomey’s (R-PA) chief of staff, among many other roles as a congressional staffer, will base their election prediction on their unique insights on both sides of the aisle and experiences with campaigns. As Washington, DC comes to Chicago, this discussion is a must see for all interested in what the future political environment holds, which will have major implications for the ARM Industry.

Speakers: David Kelley, Jack Brown, Andrew Madden, Jennifer McMullen, Kelsi Hamilton, Mindy Chumbley

Want the secret sauce to staying in business? Our agencies and our healthcare clients are facing the same pressures of changing laws that affect our viability. The key for all of us to weather the storm is good advocacy! Come find out everything you always wanted to know about building and participating in a grassroots advocacy program with your Healthcare clients. This session will focus on the how what, why, and when of building and promoting advocacy relationships on a local and state level.

Speakers: Jacob Corlyon, Michael Frost, Sameer Maini

This session will dive into the management, monitoring, and engagement of work-from-home (WFH) agents. WFH is here to stay, and we’ll shed light on why it should be embraced. If set up correctly, your WFH agents will bring in more revenue, reduce your overall costs, decrease complaints and increase morale. You’ll hear practical insight from the speakers’ experiences to give you actionable ideas, methods, and takeaways to bring back to your organization.

Speakers: Katherine O’Brien, Colin Winkler, Issa Moe

Attorneys face a wide range of stressors in their daily work lives that may pose unique mental health challenges. Normalizing the discussion of these health concerns and managing them is crucial for sustaining well-performing client services. In this session, you will learn: ·

-How litigation and collection practices may trigger mental health concerns.

-Common warning signs to help you monitor your colleagues, employees, and yourself for signs of distress.

-Resources to help when you or your coworkers are struggling.

-Steps lawyers can take to develop resilience and self-care techniques.

Speakers: Greg Ruffino

It is common for many of us to hire collectors without prior collection experience. We often expect our collectors to be naturally great conversationalists. Our bottom line relies on these conversationalists to talk effectively and intelligently about money all day. What are your employees’ abilities to actually do this and what is their overall financial literacy level—or lack of? In this session, you’ll learn how you can ensure your front-line debt collectors are set up for success throughout their training and development to have a well-rounded sense of financial literacy.  In this session, you will learn:

Which tools and systems you should have in place during onboarding to set your new hire up for financial literacy success.

Resources you can provide to your staff to continuously support them.

For example, ACA’s Know My Debt website: www.knowmydebt.com      How to address this topic throughout the year. You’ll also learn how to support your staff in their financial literacy journey from a personal perspective, not just what serves your business. You will walk away with concrete solutions that can be implemented right away!

Speakers: Brian Goodrich, Anthony DiResta

The new administrations at the CFPB and FTC are not only aggressive in terms of content, they are also changing the process and ways in which they are conducting investigations and audits. They are truly acting as prosecutors, not regulators. This new dynamic is causing companies to revisit the “best practices” playbook for responding to governmental investigations, inquiries and audits. Attend this interactive and workshop-style session to learn the ways in which they are changing the way they operate and some strategies for your success. In this session, you will learn:

-New techniques and protocols used by the agencies, including current best practice trends.

-Subjects of interest to the agencies that impact our industry, including high-level compliance initiatives that companies should consider to minimize regulatory and enforcement risks.

-Risk management strategies being implemented by major stakeholders in the industry.

-Emergency action plan strategies and tasks to be considered.”

Let’s take a break from sessions and learn about each other. If you could make a holiday, what would it be? Have you ever met a celebrity? Would you rather? Pick from 23 table topics and enjoy fun conversations during lunch.

Thank you, Payscout, for sponsoring lunch. Visit Payscout at table 6 in the Expo Hall.

Speakers: Rozanne Andersen, John Bedard

Months after Rohit Chopra was seated as the director of the Consumer Financial Protection Bureau (CFPB), he announced his plans to approach regulation. He explained the CFPB will move away from “highly complicated rules that have long been a staple of consumer financial regulation” and toward formulating simpler rules and issuing significantly more guidance. These words have sent shock waves through the ARM industry because they mark a new kind of CFPB—one that abandons the administrative rigor required for rulemaking for its more informal stepsister, guidance. Between January 2022 and October 2023, the bureau released over eight guidance bulletins and advisory opinions and initiated as many enforcement actions. This session will give you a fast-paced look at the CFPB’s new rules for debt collection—not the ones we know as Reg F, but new, stringent rules dressed as helpful guidance.

Speakers: Elizabeth Conklin, Cortney Helfrich

Getting Healthcare collectors to be stars takes a lot of monitoring auditing and coaching.  They can be trained and still not use their knowledge where they need to, allowing them to be the most effective.  In this session, two healthcare collection experts will share ways to use analytics and other data and tools to know where to help your healthcare collectors improve continuously from the cradle to the grave.  You should be able to accurately assess if they are using the education and tools, you gave them to understand the patient and the most efficient ways to handle healthcare accounts.  Are they responding appropriately, looking for all your healthcare client expects them to be? You will find this session helpful to leaders monitoring their collectors so they can achieve the best results while collecting healthcare debt.

Thank you to our afternoon break sponsor, the RNN Group. Visit the RNN Group at https://rnngroup.com.

Speakers: Jack Brown, Scott Brownlee, Carl Christensen, Roger Weiss

This is Not the End of Healthcare Collections:Utilization of Technology and Strategies to Maintain the Bottom Line The new and restrictive state and Federal rules keep piling on, clients continue to put downward pressure on contingency fees, and finding and retaining staff is still a significant challenge – how does an agency continue to collect on healthcare debt while maintaining at least a modicum of bottom-line profitability? In this session, you will learn how to regain control of your revenue through strategies and technology utilization. The panel discussions will be focused around: a. Account scoring and segmentation b. Account scrubbing and data enrichment c. Communication through text and email d. Self service and chat

Given the set up of the Expo Hall and breakout session room, we kindly ask exhibitors to tear down after the last breakout session of the day.

Benefitting the ACPAC Administrative Fund. Additional fees apply.

Join in on a round of America’s favorite wheel game while supporting the ACPAC Administrative Fund. This event will be held at the hotel. Tickets are $65 and include hosted bar, snacks and the game. Limited space – buy your ticket today!

Sponsored by: Applied Innovation, Connect International, Martin Lyons Watts Morgan & Carlson & Messer.