Delinquency Outreach Program

One day after a member’s due date, they are flagged delinquent and scheduled in our outreach program to collect the past due funds. Please refer to the data below regarding the frequency and methods used to contact members that are past due.

If you have texting enabled to you members, the following course of events occurs.

·         On the first day a member is past due they are sent a text message stating, “This is an attempt to contact you on behalf of Facility Name Here regarding your account. Msg&Data rates may apply. Reply STOPSMS to unsubscribe.”

o   This text is sent at 9AM the member’s local time

·         From there, members are in a cycle to receive emails, texts, and calls once a week if we have valid information for each.

·         There are three touches per contact cycle at a minimum if we have an email, cell phone number and another number on file to contact the member.

If you do not have texting enabled to you members, the following course of events occurs.

·         On the first day a member is past due they are sent an email notification

·         From there, members are in a cycle to receive and email & and calls once a week if we have valid info for each.

·         There are two touches per contact cycle at minimum if we have an email a valid phone number(s)