Healthcare Collection and Servicing Practices

Statement of Principles and Guidelines

As a member of ACA International, the Association of Credit and Collection Professionals (ACA), we provide a variety of services to assist in the payment and collection of healthcare receivables.  In doing so, we serve members of the healthcare industry, patients of healthcare providers and the public at large. The following guidelines outline how Merchants Credit Bureau (MCB) Collection Division, specializes in the servicing of healthcare debt in a legal, ethical and professional manner. The following statements represent voluntary practices and are designed to support fair collection and payment practices involving healthcare receivables.


MCB will observe all applicable laws, regulations and mandates pertaining to the processing and handling of healthcare receivables.  In doing so, MCB will strive to:


  • Service all healthcare accounts using a process that is consistent with the expectations of the healthcare provider clients.
  • Collect patient accounts in a fair consistent manner that reflects the high expectations of healthcare providers who communicate with their patients.
  • When responding to a patient's request for information about the bill, account or past due debt, do so in a manner designed to help the patient fully understand his or her payment obligation and in accordance with applicable law or regulation.

    Business Relationships

  • MCB encourages that due diligence is performed by the healthcare provider in an effort to promote solid business relationships and a good reputation for all.
  • MCB will perform services or payment operations upon receipt of information necessary to comply with all applicable laws, regulations, mandates and duties and prescribed by the ACA Code of Ethics and Professional Responsibility and Code of Operations.
  • Clarify and disclose permissible collection recovery methods in the contingent fee service agreement as applicable.
  • Communicate regularly with the healthcare provider's designated representative having authority and oversight over the collection of healthcare receivables.
  • Establish communication and appropriate information sharing protocols with the healthcare provider during the term of the service agreement.


    Legal and Compliance

  • Abide by and conduct all services in accordance with the Fair Debt Collection Practices Act, the Health Insurance Portability, and Accountability Act (HIPAA), the Fair Credit Reporting Act, and healthcare and consumer protection laws and mandates, where applicable.
  • Adhere to local and state licensing and bond requirements in the jurisdictions where such are required and provide license and bond documentation upon the request of the healthcare provider.
  • Abide by the ACA Code of Ethics and Professional Responsibility and Code of Operations.