A Compassionate, Compliant Approach to Senior Living Collections

Some of the nation’s largest senior living centers trust us with their accounts receivable.

We consistently deliver strong recovery results, outstanding customer service, and protect their reputation throughout the collection process. Do check us out!

We understand that for assisted living, memory care, and senior living communities, recovering unpaid private pay balances is a unique and sensitive challenge.

You are not just collecting from a “customer”; you are communicating with a resident’s family or “responsible party” during what is often a difficult, emotional, and stressful time.

Our entire process is built to protect your community’s reputation and ensure 100% HIPAA compliance while professionally recovering what you are owed.

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Proactive Strategies: How to Reduce Delinquency Before It Starts

As your partner, our goal is to help you improve your entire revenue cycle. The best collection is one that never has to be sent. We advise our most successful clients to focus on these three in-house best practices:

A Clear Financial Agreement: Your admission packet must include a clear, simple, and separate “Financial Responsibility” agreement. It should explicitly state who the “Responsible Party” is and what their obligations are.
Proactive Medicaid Communication: If a resident is “Medicaid Pending,” your team should have a clear process for communicating with the family about their private pay responsibility during the “spend down” and “gap” periods.
Clear, Itemized Statements: Confusing bills are the #1 cause of disputes. Sending a simple, itemized statement to the Responsible Party (not just the resident) can prevent 90% of simple delinquencies.

When Is It Time to Escalate for Professional Help?

It’s time to let your staff focus on resident care when you see these red flags:

The Responsible Party has ignored two or more statements.
The resident has moved out or passed away, and the family is no longer communicating.
A “Medicaid Pending” gap has been adjudicated, and the family is not paying the remaining balance.
An invoice is 90+ days past due.

The Senior Living Difference: Why Your Partner Must Be an Expert

You cannot use a generic agency for senior living accounts. The risks are too high. Our approach is built around the four pillars of this industry.

1. Extreme Reputation Sensitivity: A single bad Google or Yelp review from a resident’s family can be devastating. We are not an aggressive, “old-school” agency. We act as polite, professional, and empathetic negotiators to find a solution.
2. Navigating Family Dynamics: The “debtor” is rarely the resident. We are experts at communicating with adult children (“responsible parties”) or trustees, who are often stressed, grieving, or dealing with sibling disputes.
3. Ironclad HIPAA Compliance: As your “Business Associate,” we sign a BAA (Business Associate Agreement) and adhere strictly to all HIPAA protocols. We only use the minimum necessary PHI (Protected Health Information) to resolve the account, protecting you from legal risk.
4. Complex Financial Scenarios: We are trained to handle “Medicaid Pending” gaps, “Spend Down” issues, and, most delicately, resolving final bills with a resident’s estate.

Our Compassionate Recovery Process

We offer flexible steps to match your needs. Most of our senior living clients use Step 2 followed by Step 3 for the best results. (This is practical guidance, not legal advice. We tailor our approach to your specific situation and the latest rules.)

Step 1 — First-Party Courtesy Reminders (Fixed-Fee) We act as your extension with five soft reminders for fresher balances (0–60 days), sent as if these reminders are coming from you.
- Typical Fee: $15 per account.
Step 2 — Third-Party Written Demands (Fixed-Fee) Five professional letters on our letterhead that prompt action while preserving goodwill.
- Typical Fee: $15 per account.
Step 3 — Full Third-Party Collections (Contingency) Persistent, polite phone and digital outreach from our HIPAA-trained specialists. We negotiate payment plans and settlements to get you paid.
- Typical Fee: 40% of amounts recovered. No Recovery, No Fee.
Step 4 — Legal Collections (Contingency, Client-Approved) For large, unresponsive accounts, we escalate to an attorney after an in-depth review, and only with your explicit approval.
- Typical Fee: 50% of amounts recovered. No Recovery, No Fee.

Key Benefits of Our Service:

For Steps 1-2, payments go directly to you.
We can collect in all 50 states and Puerto Rico.
Free Services: We provide free bankruptcy screening, litigious debtor checks, and free address verification on all accounts.

Specialized Expertise in Action

$12,500 Recovered: We located a “responsible party” who had moved out of state, assuming the bill would be forgotten. Our 50-state license allowed us to find them and secure payment in full.
$8,200 Negotiated: A resident’s account had a “Medicaid Pending” gap. We patiently monitored the account and worked with the family to set up a payment plan for the co-pay once it was approved.
$16,000 Recovered: We respectfully worked with the executor of a resident’s estate to get a large, unpaid balance paid before the estate was closed.

Our Ironclad Compliance (FDCPA, TCPA, HIPAA)

As your partner, we are a legal shield. These are consumer debts, so the FDCPA (Fair Debt Collection Practices Act) fully applies. We are 100% compliant.

Furthermore, we are experts in the TCPA (Telephone Consumer Protection Act), which has strict rules about contacting cell phones. Our compliant approach protects you from pass-through liability and lawsuits.

Frequently Asked Questions

Are you HIPAA compliant?
- A: Yes. We are experts in HIPAA and can sign a Business Associate Agreement (BAA) with your community before we begin.
What if the ‘Responsible Party’ claims they aren’t liable?
- A: This is a complex legal and common issue. We will review the Financial Responsibility agreement you had signed at admission. We then work respectfully with the individual (or their attorney) to validate their obligation.
What if the resident has passed away?
- A: This is a common and delicate situation. We are trained to respectfully contact the executor or responsible party to resolve the final, outstanding balance as part of the estate.
What if the family is waiting for Medicaid approval?
- A: We “pause” active collections and monitor the account. Once Medicaid is approved, we will work with the responsible party to resolve any remaining private-pay gap or co-pay.

Ready to Improve Your Cash Flow?

Stop letting aged receivables hurt your bottom line. Contact us for a no-obligation, fully compliant quote.