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Agenda 01/26/2021 Item #16E 4 (Contract #20-7814 - RTR Financial Services, Inc.)01/26/2021 16. E.4 EXECUTIVE SUMMARY Recommendation to award RFP No. 20-7814 Collection Agency Services to RTR Financial Services, Inc., for Countywide collection of unpaid accounts. OBJECTIVE: To provide collection services for various Collier County Divisions where collection efforts have been exhausted. CONSIDERATIONS: Collection services are required for a variety of County Divisions where non- payment has occurred and where Collier County and/or its designated billing consultants have exhausted their collection efforts. Most accounts will typically be assigned to the vendor when determined to be one hundred twenty (120) days past due. However, determination as to which accounts will be assigned to the vendor and when such assignment is to be made rests solely with the Division. On October 5, 2020, the Procurement Services Division released notice of Request for Proposal 20-7814 to 4,480 vendors for Collection Agency Services. Ninety (90) bid packages were viewed and nine (9) proposals were received on November 3, 2020. A selection committee convened on November 23, 2020. The primary evaluation criteria included business plan, cost of services to the County, and experience and capacity to perform the requested services. Each vendor provided at least three references from clients of a similar size for which the firm provided services similar in scope and complexity within the past three years. After review of the proposals and deliberation, the committee ranked the proposals as seen below. Proposers Final Ranking RTR Financial Services, Inc. 1 I.C. System Inc. 2 Merchants Association Collection Division Inc. dba Sherloq Financial 3 Gulf Coast Collection Bureau Inc. 4 Magellan Solutions USA Inc. 5 NCSPlus Incorporated 6 Life Line Billing Systems LLC dba Life Quest Services 7 Collection Bureau of Fort Walton Beach, Inc. 8 Ability Recovery Services LLC 9 Award is recommended to RTR Financial Services, Inc. and will be immediately effective upon BCC approval. This agreement will replace 17-7221 which was set to expire on February 26, 2021. FISCAL IMPACT: The contract to be awarded offers a rate of 12.75% of collected revenue. LEGAL CONSIDERATIONS: This item is approved as to form and legality, and requires majority vote for Board approval. -SAA GROWTH MANAGEMENT IMPACT: There is no Growth Management Impact resulting from this action. RECOMMENDATION: To award RFP No. 20-7814 Collection Agency Services to RTR Financial Services, Inc. and authorize the Chair to execute the attached contract. PREPARED BY: Erin Cook, Accounting Supervisor, Emergency Medical Services Packet Pg. 735 16. E.4 01/26/2021 ATTACHMENT(S) 1.20-7814 RTR FinancialServices_VendorSigned (PDF) 2.20-7814 RTR Finantial_Insurance_1-5-21 (PDF) 3.20-7814 Solicitation (PDF) 4. (linked) 20-7814 RTR Finacial Services Proposal (PDF) 5.20-7814 Final Ranking (PDF) 6.20-7814 Notice of Recommended Award (PDF) Packet Pg. 736 16. E.4 01/26/2021 COLLIER COUNTY Board of County Commissioners Item Number: 16.E.4 Doe ID: 14660 Item Summary: Recommendation to award RFP No. 20-7814 Collection Agency Services to RTR Financial Services, Inc., for Countywide collection of unpaid accounts. Meeting Date: 01/26/2021 Prepared by: Title: Accounting Technician — Emergency Medical Services Name: Erin Page 01/05/2021 12:14 PM Submitted by: Title: Division Director - EMS Operations — Emergency Medical Services Name: Tabatha Butcher 01/05/2021 12:14 PM Approved By: Review: Administrative Services Department Paula Brethauer Level 1 Department Reviewer Procurement Services Opal Vann Level 1 Purchasing Gatekeeper Procurement Services Viviana Giarimoustas Additional Reviewer Procurement Services Sandra Herrera Additional Reviewer Procurement Services Sue Zimmerman Additional Reviewer Emergency Medical Services Tabatha Butcher Additional Reviewer Procurement Services Evelyn Colon Additional Reviewer County Attorney's Office Sally Ashkar Level 2 Attorney Review Administrative Services Department Len Price Level 2 Department Head Review Office of Management and Budget Debra Windsor Level 3 OMB Gatekeeper Review Office of Management and Budget Laura Wells Additional Reviewer County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review County Manager's Office Dan Rodriguez Level 4 County Manager Review Board of County Commissioners MaryJo Brock Meeting Pending Completed 01/05/2021 1:19 PM Completed 01/05/2021 1:24 PM Completed 01/05/2021 2:47 PM Completed 01/05/2021 3:46 PM Completed 01/05/2021 5:06 PM Completed 01/07/2021 3:33 PM Completed 01/08/2021 5:11 PM Completed 01/11/2021 8:39 AM Completed 01/11/2021 4:12 PM Completed 01/12/2021 8:36 AM Completed 01/12/2021 9:22 AM Completed 01/12/2021 3:35 PM Completed 01/14/2021 8:21 AM 01/26/2021 9:00 AM Packet Pg. 737 16. E.4.a FIXED FEE PROFESSIONAL SERVICE AGREEMENT ## 20-7814 for Collection Agency Services THIS AGREEMENT, made and entered into on this day of 20 21 , by and between R.T.R. Financial Services Inc. , authorized to do business in the State of Florida, whose business address is 2 Teleport Drive, Suite 302, Staten Island, NY 10311 , (the "Contractor") and Collier County, a political subdivision of the State of Florida, (the "County"): WITNESSETH: The Agreement shall be for a three (3 ) year period, commencing Fik upon the date of Board approval r7 on and terminating three (3 ) year(s) from that date or until all outstanding Purchase Order(s) issued prior to the expiration of the Agreement period have been completed or terminated. The County may, at its discretion and with the consent of the Contractor, renew the Agreement under all of the terms and conditions contained in this Agreement for two (2 ) additional one (1 ) year(s) periods. The County shall give the Contractor written notice of the County's intention to renew the Agreement term prior to the end of the Agreement term then in effect. The County Manager, or his designee, may, at his discretion, extend the Agreement under all of the terms and conditions contained in this Agreement for up to one hundred and eighty (180) days. The County Manager, or his designee, shall give the Contractor written notice of the County's intention to extend the Agreement term prior to the end of the Agreement term then in effect. 2. COMMENCEMENT OF SERVICES. The Contractor shall commence the work upon issuance of a Fol Purchase Order ❑ 3. STATEMENT OF WORK. The Contractor shall provide services in accordance with the terms and conditions of R Request for Proposal (RFP) ❑ #uftatioPAD-Bid 4TS) Other (4 # 20-7814 , including all Attachment(s), Exhibit(s) and Addenda and the Contractor's proposal referred to herein and made an integral part of this Agreement. 0 The Contractor shall also provide services in accordance with Exhibit A — Scope of Services attached hereto. Page 1 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.l ) Packet Pg. 738 16. E.4.a 3.1 This Agreement contains the entire understanding between the parties and any modifications to this Agreement shall be mutually agreed upon in writing by the Parties, in compliance with the County's Procurement Ordinance, as amended, and Procurement Procedures in effect at the time such services are authorized. 3.2 The execution of this Agreement shall not be a commitment to the Contractor to order any minimum or maximum amount. The County shall order items/services as required but makes no guarantee as to the quantity, number, type or distribution of items/services that will be ordered or required by this Agreement. 4. THE AGREEMENT SUM. The County shall pay the Contractor for the performance of this Agreement based on Exhibit B- Fee Schedule, attached hereto and the price methodology as defined in Section 4.1. Payment will be made upon receipt of a proper invoice and upon approval by the County's Contract Administrative Agent/Project Manager, and in compliance with Chapter 218, Fla. Stats., otherwise known as the "Local Government Prompt Payment Act". 4.1 Price Methodology (as selected below): contractMak to the sati before-payrni flor the fixed price ■• -! Fm� Unit Price: The County agrees to pay a firm total fixed price (inclusive of all costs, including labor, materials, equipment, overhead, etc.) for a repetitive product or service delivered (i.e. installation price per ton, delivery price per package or carton, etc.). The invoice must identify the unit price and the number of units received (no contractor inventory or cost verification). Page 2 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 739 16. E.4.a 4.2 Any County agency may obtain services under this Agreement, provided sufficient funds are included in their budget(s). 4.3 Payments will be made for services furnished, delivered, and accepted, upon receipt and approval of invoices submitted on the date of services or within six (6) months after completion of the Agreement. Any untimely submission of invoices beyond the specified deadline period is subject to non-payment under the legal doctrine of "laches" as untimely submitted. Time shall be deemed of the essence with respect to the timely submission of invoices under this Agreement. .. .. - ,. ....... •_.•_._ ••_ •G �•, , e.. . _. �._ . .. . ..� _,._. _ 3 ..,.. !- u• -u • •- • • - - •_• - • �_ •• _� •� a •• iNg Iwo AM rum 5. SALES TAX. Contractor shall pay all sales, consumer, use and other similar taxes associated with the Work or portions thereof, which are applicable during the performance of the Work. Collier County, Florida as a political subdivision of the State of Florida, is exempt from the payment of Florida sales tax to its vendors under Chapter 212, Florida Statutes, Certificate of Exemption # 85-8015966531 C. Page 3 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.l) Packet Pg. 740 16. E.4.a 6. NOTICES. All notices from the County to the Contractor shall be deemed duly served if mailed or emailed to the Contractor at the following: Company Name: R.T.R. Financial Services Inc. Address: 2 Teleport Drive, Suite 302 Staten Island. NY 10311 Authorized Agent: Robert Reilly, President Attention Name & Title: Telephone: (718) 668-2881 E-Mail(s): Rreilly@rtrfs.com All Notices from the Contractor to the County shall be deemed duly served if mailed or emailed to the County to: Board of County Commissioners for Collier County, Florida Division Director: Tabatha Butcher Division Name: Emergency Medical Services Address: 8075 Lely Cultural Parkway, Suite 267 Naples, FL 34113 Administrative Agent/PM: Erin Cook, Accounting Supervisor Telephone: (239) 252-3756 E-Mail(s): Erin.Page@colliercountyfl.gov The Contractor and the County may change the above mailing address at any time upon giving the other party written notification. All notices under this Agreement must be in writing. 7. NO PARTNERSHIP. Nothing herein contained shall create or be construed as creating a partnership between the County and the Contractor or to constitute the Contractor as an agent of the County. 8. PERMITS: LICENSES: TAXES. In compliance with Section 218.80, F.S., all permits necessary for the prosecution of the Work shall be obtained by the Contractor. The County will not be obligated to pay for any permits obtained by Subcontractors. Payment for all such permits issued by the County shall be processed internally by the County. All non -County permits necessary for the prosecution of the Work shall be procured and paid for by the Contractor. The Contractor shall also be solely responsible for payment of any and all taxes levied on the Contractor. In addition, the Contractor shall comply with all rules, regulations and laws of Collier County, the State of Florida, or the U. S. Government now in force or hereafter adopted. The Contractor agrees to comply with all laws governing the responsibility of an employer with respect to persons employed by the Contractor. Page 4 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 741 16. E.4.a 9. NO IMPROPER USE. The Contractor will not use, nor suffer or permit any person to use in any manner whatsoever, County facilities for any improper, immoral or offensive purpose, or for any purpose in violation of any federal, state, county or municipal ordinance, rule, order or regulation, or of any governmental rule or regulation now in effect or hereafter enacted or adopted. In the event of such violation by the Contractor or if the County or its authorized representative shall deem any conduct on the part of the Contractor to be objectionable or improper, the County shall have the right to suspend the Agreement of the Contractor. Should the Contractor fail to correct any such violation, conduct, or practice to the satisfaction of the County within twenty-four (24) hours after receiving notice of such violation, conduct, or practice, such suspension to continue until the violation is cured. The Contractor further agrees not to commence operation during the suspension period until the violation has been corrected to the satisfaction of the County. 10. TERMINATION. Should the Contractor be found to have failed to perform his services in a manner satisfactory to the County as per this Agreement, the County may terminate said Agreement for cause; further the County may terminate this Agreement for convenience with a thirty (30) day written notice. The County shall be the sole judge of non-performance. In the event that the County terminates this Agreement, Contractor's recovery against the County shall be limited to that portion of the Agreement Amount earned through the date of termination. The Contractor shall not be entitled to any other or further recovery against the County, including, but not limited to, any damages or any anticipated profit on portions of the services not performed. 11. NO DISCRIMINATION. The Contractor agrees that there shall be no discrimination as to race, sex, color, creed or national origin. 12. INSURANCE. The Contractor shall provide insurance as follows: A. 0 Commercial General Liability: Coverage shall have minimum limits of $1,000,000 Per Occurrence, $2,000,000 aggregate for Bodily Injury Liability and Property Damage Liability. This shall include Premises and Operations; Independent Contractors; Products and Completed Operations and Contractual Liability. B. Q Business Auto Liability: Coverage shall have minimum limits of $ 500,000 Per Occurrence, Combined Single Limit for Bodily Injury Liability and Property Damage Liability. This shall include: Owned Vehicles, Hired and Non - Owned Vehicles and Employee Non -Ownership. C. ■Q Workers' Compensation: Insurance covering all employees meeting Statutory Limits in compliance with the applicable state and federal laws. Page 5 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 742 16.E.4.a The coverage must include Employers' Liability with a minimum limit of $1,000,000 for each accident. 0- ❑ PTofes� io au' legat laat3il' snat-sePAces-Euade-r Susb-+��ranc and aggregate. E. ■0 Cyber Liability: Coverage shall have minimum limits of $ 1,000,000 per occurrence. F. ❑Q Technology Errors and Omissions: Coverage shall have minimum limits of $1,000,000 per occurrence. G- ❑ X lat®rora#t�C in+nau�n-I+r Ets %f $ Her occurre n Gr . -. ❑ ' AEGUrrgf }Ge. �- ❑ ❑ (0 W Gever-age.4ha.R4iave of Special Requirements: Collier County Board of County Commissioners, OR, Board of County Commissioners in Collier County, OR, Collier County Government shall be listed as the Certificate Holder and included as an "Additional Insured" on the Insurance Certificate for Commercial General Liability where required. This insurance shall be primary and non-contributory with respect to any other insurance maintained by, or available for the benefit of, the Additional Insured and the Contractor's policy shall be endorsed accordingly. Current, valid insurance policies meeting the requirement herein identified shall be maintained by Contractor during the duration of this Agreement. The Contractor shall provide County with certificates of insurance meeting the required insurance provisions. Renewal certificates shall be sent to the County thirty (30) days prior to any expiration date. Coverage afforded under the policies will not be canceled or allowed to expire until the greater of: thirty (30) days prior written notice, or in accordance with policy provisions. Contractor shall also notify County, in a like manner, within twenty-four (24) hours after receipt, of any notices of expiration, cancellation, non -renewal or material change in coverage or limits received by Contractor from its insurer, and nothing contained herein shall relieve Contractor of this requirement to provide notice. Page 6 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 743 16. E.4.a Contractor shall ensure that all subcontractors comply with the same insurance requirements that the Contractor is required to meet. 13. INDEMNIFICATION. To the maximum extent permitted by Florida law, the Contractor shall defend, indemnify and hold harmless Collier County, its officers and employees from any and all liabilities, damages, losses and costs, including, but not limited to, reasonable attorneys' fees and paralegals' fees, whether resulting from any claimed breach of this Agreement by Contractor, any statutory or regulatory violations, or from personal injury, property damage, direct or consequential damages, or economic loss, to the extent caused by the negligence, recklessness, or intentionally wrongful conduct of the Contractor or anyone employed or utilized by the Contractor in the performance of this Agreement. This indemnification obligation shall not be construed to negate, abridge or reduce any other rights or remedies which otherwise may be available to an indemnified party or person described in this paragraph. This section does not pertain to any incident arising from the sole negligence of Collier County. 13.1 The duty to defend under this Article 13 is independent and separate from the duty to indemnify, and the duty to defend exists regardless of any ultimate liability of the Contractor, County and any indemnified party. The duty to defend arises immediately upon presentation of a claim by any party and written notice of such claim being provided to Contractor. Contractor's obligation to indemnify and defend under this Article 13 will survive the expiration or earlier termination of this Agreement until it is determined by final judgment that an action against the County or an indemnified party for the matter indemnified hereunder is fully and finally barred by the applicable statute of limitations. 14. AGREEMENT ADMINISTRATION. This Agreement shall be administered on behalf of the County by the Emergency Medical Services Division 15. CONFLICT OF INTEREST. Contractor represents that it presently has no interest and shall acquire no interest, either direct or indirect, which would conflict in any manner with the performance of services required hereunder. Contractor further represents that no persons having any such interest shall be employed to perform those services. 16. COMPONENT PARTS OF THIS AGREEMENT. This Agreement consists of the following component parts, all of which are as fully a part of the Agreement as if herein set out verbatim: Contractor's Proposal, Insurance Certificate(s), 0 Exhibit A Scope of Services, Exhibit B Fee Schedule, A RFP/ ❑ q-W❑ Other #20-7814 , including Exhibits, Attachments and Addenda/Addendum, ❑ subsequent dates; and 0 Other Exhibit/Attachment: Business Associate Agreement Page 7 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 744 16. E.4.a 17. APPLICABILITY. Sections corresponding to any checked box (M) will expressly apply to the terms of this Agreement. 18. SUBJECT TO APPROPRIATION. It is further understood and agreed by and between the parties herein that this Agreement is subject to appropriation by the Board of County Commissioners. 19. PROHIBITION OF GIFTS TO COUNTY EMPLOYEES. No organization or individual shall offer or give, either directly or indirectly, any favor, gift, loan, fee, service or other item of value to any County employee, as set forth in Chapter 112, Part III, Florida Statutes, Collier County Ethics Ordinance No. 2004-05, as amended, and County Administrative Procedure 5311. Violation of this provision may result in one or more of the following consequences: a. Prohibition by the individual, firm, and/or any employee of the firm from contact with County staff for a specified period of time; b. Prohibition by the individual and/or firm from doing business with the County for a specified period of time, including but not limited to: submitting bids, RFP, and/or quotes; and, c. immediate termination of any Agreement held by the individual and/or firm for cause. 20. COMPLIANCE WITH LAWS. By executing and entering into this Agreement, the Contractor is formally acknowledging without exception or stipulation that it agrees to comply, at its own expense, with all federal, state and local laws, codes, statutes, ordinances, rules, regulations and requirements applicable to this Agreement, including but not limited to those dealing with the Immigration Reform and Control Act of 1986 as located at 8 U.S.C. 1324, et seq. and regulations relating thereto, as either may be amended; taxation, workers' compensation, equal employment and safety including, but not limited to, the Trench Safety Act, Chapter 553, Florida Statutes, and the Florida Public Records Law Chapter 119, including specifically those contractual requirements at F.S. § 119.0701(2)(a)-(b) as stated as follows: IF THE CONTRACTOR HAS QUESTIONS REGARDING THE APPLICATION OF CHAPTER 119, FLORIDA STATUTES, TO THE CONTRACTOR'S DUTY TO PROVIDE PUBLIC RECORDS RELATING TO THIS CONTRACT, CONTACT THE CUSTODIAN OF PUBLIC RECORDS AT: Communication and Customer Relations Division 3299 Tamiami Trail East, Suite 102 Naples, FL 34112-5746 Telephone: (239) 252-8999 The Contractor must specifically comply with the Florida Public Records Law to: Keep and maintain public records required by the public agency to perform the service. Page 8 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 745 16. E.4.a 2. Upon request from the public agency's custodian of public records, provide the public agency with a copy of the requested records or allow the records to be inspected or copied within a reasonable time at a cost that does not exceed the cost provided in this chapter or as otherwise provided by law. 3. Ensure that public records that are exempt or confidential and exempt from public records disclosure requirements are not disclosed except as authorized by law for the duration of the contract term and following completion of the contract if the Contractor does not transfer the records to the public agency. 4. Upon completion of the contract, transfer, at no cost, to the public agency all public records in possession of the Contractor or keep and maintain public records required by the public agency to perform the service. If the Contractor transfers all public records to the public agency upon completion of the contract, the Contractor shall destroy any duplicate public records that are exempt or confidential and exempt from public records disclosure requirements. If the Contractor keeps and maintains public records upon completion of the contract, the Contractor shall meet all applicable requirements for retaining public records. All records stored electronically must be provided to the public agency, upon request from the public agency's custodian of public records, in a format that is compatible with the information technology systems of the public agency. If Contractor observes that the Contract Documents are at variance therewith, it shall promptly notify the County in writing. Failure by the Contractor to comply with the laws referenced herein shall constitute a breach of this Agreement and the County shall have the discretion to unilaterally terminate this Agreement immediately. 21. OFFER EXTENDED TO OTHER GOVERNMENTAL ENTITIES. Collier County encourages and agrees to the successful Contractor extending the pricing, terms and conditions of this solicitation or resultant Agreement to other governmental entities at the discretion of the successful Contractor. 22. AGREEMENT TERMS. If any portion of this Agreement is held to be void, invalid, or otherwise unenforceable, in whole or in part, the remaining portion of this Agreement shall remain in effect. 23. ADDITIONAL ITEMS/SERVICES. Additional items and/or services may be added to this Agreement in compliance with the Procurement Ordinance, as amended, and Procurement Procedures. 24. DISPUTE RESOLUTION. Prior to the initiation of any action or proceeding permitted by this Agreement to resolve disputes between the parties, the parties shall make a good faith effort to resolve any such disputes by negotiation. The negotiation shall be attended by representatives of Contractor with full decision -making authority and by County's staff person who would make the presentation of any settlement reached during negotiations to County for approval. Failing resolution, and prior to the Page 9 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 746 16. E.4.a commencement of depositions in any litigation between the parties arising out of this Agreement, the parties shall attempt to resolve the dispute through Mediation before an agreed -upon Circuit Court Mediator certified by the State of Florida. The mediation shall be attended by representatives of Contractor with full decision -making authority and by County's staff person who would make the presentation of any settlement reached at mediation to County's board for approval. Should either party fail to submit to mediation as required hereunder, the other party may obtain a court order requiring mediation under section 44.102, Fla. Stat. 25. VENUE. Any suit or action brought by either party to this Agreement against the other party relating to or arising out of this Agreement must be brought in the appropriate federal or state courts in Collier County, Florida, which courts have sole and exclusive jurisdiction on all such matters. 26. W KEY PERSONNEL. The Contractor's personnel and management to be utilized for this project shall be knowledgeable in their areas of expertise. The County reserves the right to perform investigations as may be deemed necessary to ensure that competent persons will be utilized in the performance of the Agreement. The Contractor shall assign as many people as necessary to complete the services on a timely basis, and each person assigned shall be available for an amount of time adequate to meet the required service dates. The Contractor shall not change Key Personnel unless the following conditions are met: (1) Proposed replacements have substantially the same or better qualifications and/or experience. (2) that the County is notified in writing as far in advance as possible. The Contractor shall make commercially reasonable efforts to notify Collier County within seven (7) days of the change. The County retains final approval of proposed replacement personnel. 27. ■� ORDER OF PRECEDENCE. In the event of any conflict between or among the terms of any of the Contract Documents, the terms of solicitation the Contractor's Proposal, and/or the County's Board approved Executive Summary, the Contract Documents shall take precedence. Page 10 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 747 16. E.4.a i ®s+rg--t-he-mar-e-stri4at-ar ses#y- ation-urde�the-Contrasf-D© gnts-pop-t e Gontrastor-�oanty's�7 28. ASSIGNMENT. Contractor shall not assign this Agreement or any part thereof, without the prior consent in writing of the County. Any attempt to assign or otherwise transfer this Agreement, or any part herein, without the County's consent, shall be void. If Contractor does, with approval, assign this Agreement or any part thereof, it shall require that its assignee be bound to it and to assume toward Contractor all of the obligations and responsibilities that Contractor has assumed toward the County. 29, SECURITY, The Contractor is required to comply with County Ordinance 2004-52, as amended. Background checks are valid for five (5) years and the Contractor shall be responsible for all associated costs. If required, Contractor shall be responsible for the costs of providing background checks by the Collier County Facilities Management Division for all employees that shall provide services to the County under this Agreement. This may include, but not be limited to, checking federal, state and local law enforcement records, including a state and FBI fingerprint check, credit reports, education, residence and employment verifications and other related records. Contractor shall be required to maintain records on each employee and make them available to the County for at least four (4) years. All of Contractor's employees and subcontractors must wear Collier County Government Identification badges at all times while performing services on County facilities and properties. Contractor ID badges are valid for one (1) year from the date of issuance and can be renewed each year at no cost to the Contractor during the time period in which their background check is valid, as discussed below. All technicians shall have on their shirts the name of the contractor's business. The Contractor shall immediately notify the Collier County Facilities Management Division via e-mail (DL-FMOPS@colliergov.net) whenever an employee assigned to Collier County separates from their employment. This notification is critical to ensure the continued security of Collier County facilities and systems. Failure to notify within four (4) hours of separation may result in a deduction of $500 per incident. (Intentionally left blank -signature page to follow) Page 11 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 748 16. E.4.a IN WITNESS WHEREOF, the parties hereto, by an authorized person or agent, have executed this Agreement on the date and year first written above. ATTEST: Crystal K. Kinzel, Clerk of Courts & Comptroller By: Dated: (SEAL) Contractor's Witnesses: Contractor's First Witness +ni -MQC W w ;TT a/print wi tn ess nameT Co ractor's Second Witness Ste- Lin I t �s� TType/print witness nameT Approved as to Form and Legality, BOARD OF COUNTY COMMISSIONERS COLLIER COUNTY, FLORIDA By. , Chairman R.T.R. Financial Services Inc. Contractor By: kC ��- Sign tore ire. .C�nf TType/print signature and ti IeT 1 County Attorney Print Name I2iIA 2� Page 12 of 15 Fixed Price Professional Smvice Agrecanenl Y2017 001 (Ver.7) Packet Pg. 749 16. E.4.a Exhibit A Scope of Services ❑� following this page (pages 1 through 2 ) ❑ this exhibit is not applicable Page 13 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 751 16. E.4.a 20-7814 f°Collection Agency Services EXHIBIT A SCOPE OF SERVICES BACKGROUND Collection services are required for a variety of County Divisions where non-payment has occurred, and where County and/or its designated billing consultants have exhausted their collection efforts. Most accounts will typically be assigned to the vendor when determined to be one hundred twenty (120) days past due. However, determination as to which accounts will be assigned to the vendor and when such assignment is to be made rests solely with the County Project Manager or designee. DETAILED SCOPE OF WORK An uncollectible account for this scope is defined as all options of collection methods have been exhausted and no collection has been made. The definition of a non -deliverable account is all options in regard to locating a customer have been exhausted service and technical assistance may be requested such as duplicate bills, duplicate insurance forms, correspondence, etc. County departments, including, but not limited to EMS, Code Enforcement, Animal Services, Parks and Recreations, etc. may elect to use the services offered under this agreement during this contract period. The Vendor/Contractor shall: • Report and list all Collier County billing with one or more credit reporting agencies. • Provide a written in-depth description of methods and communications used in handling all Collier County billing accounts. • Submit to auditor examination and/or review prior to award of contract by County staff or by the County's designee. • A monthly detailed account placement report should include names, account number, date of service and amount. • Provide detailed reports as requested for annual write off. • Ability to file appropriate medical claims. Develop a working relationship with EMS billing consultant and follow established process for claim filing, etc. • Permit audits of all Collier County accounts, as requested, by County internal and/or external auditors. • Ensure collection practices are in compliance with the Equal Opportunity Credit act, the Fair Credit Billing Act, Fair Debt Collection Practices Act, the Uniform Consumer Credit Code and the American Collectors Association, Inc. • Agree not to add, delete, or change in anyway, an account without prior written authorization from the County's Project Manager or designee. • Submit a monthly report of all account balances to the County which is due no later than the fifteenth of each month for the prior month's activity. • Ensure that Collier County accounts be placed in the Consumer's Credit Report via Equifax, Experian and Trans Union for the required term of seven (7) years, files until paid. Failure to do so may lead to termination of this contract by Collier County. • Provide software that has the ability to charge and track interest on past due accounts and provide accurate reports each month showing the breakdown of payment (Principal/interest). EMS billing resolution charges interest on accounts. • Submit an annual report of all accounts, which have not had payment activity for two (2) years. • Submit a copy of Surety Bonding, and all required licenses in relation to the bonding. Page 1 of 2 Exhibit A- Scope of Services Packet Pg. 751 16.E.4.a • Provide a monthly error -free billing accompanied by a check for all monies collected by vendor for the particular month. Detailed reports and check must be received no later than the fifteenth day of each month for the prior month's activity. • Provide a written acknowledgment report each month showing the number of accounts, the account numbers and the amount placed to reconcile with billing company. • Provide Collier County departments access to its website at all times to review the status of the accounts and provide printing access for billing statements. • Agree that should there be no collection activity within one (1) year after initial placement within an agency. The County reserves the right to remove the account(s) that were originally placed and opt to place them in the hands of a separate agency. • Provide an option to return accounts placed in error when requested by County department staff. • Comply with all PCI Data Security Standards (PCI DSS): Where services involve the processing of merchant card transactions. • Payment Card Industry Data Security and if the vendor processes, transmits, and/or stores cardholder data in the performance of services provided, they are considered a "service provider" under Requirement 12.8 of the PCI DSS. The vendor shall provide the County with a written agreement that includes an acknowledgement that the service provider is responsible for the security of cardholder data that the service provider possesses 12.8.2 for the PCI DSS. Upon award, the awarded vendor will be required to complete an assessment questionnaire to affirm it has complied with all applicable requirements. Vendor will be expected to supply the current status of vendor's PCI DSS compliance. • Under the Health Insurance Portability and Accountability Act (HIPAA) of 1996, vendor is expected to adhere to the same standards as the County and other HIPAA covered entities regarding the protection and non -authorized disclosure of Protected Health Information (PHI). • Collier County would prefer the vendor has the ability to file insurance claims. Page 2 of 2 Exhibit A- Scope of Services Packet Pg. 752 16. E.4.a Exhibit B Fee Schedule The County shall pay the Contractor 12.75% percentage fee for funds collected, all-inclusive fee for monies collected on behalf of the County from uncollected amount. Page 14 of 15 Fixed Price Professional Service Agreement #2017-001 (Ver.2) Packet Pg. 753 16. E.4.a Other Exhibit/Attachment Description: Business Associate Agreement A-1 following this page (pages 1 through 8 ) ❑ this exhibit is not applicable The Services to be performed by Business Associate require Business Associate to access, create and use PHI on behalf of Covered Entity in accordance with Agreement #20-7814 "Collection Agency Services." Page 15 of 15 Fixed Price Professional Service Agreement 42017-001 (Ver.2) Packet Pg. 754 16.E.4.a RFP# 20-7814 "Collection Agency Services" BUSINESS ASSOCIATE AGREEMENT This Business Associate Agreement ("Agreement") is entered into between COLLIER COUNTY("Covered Entity") and RTR Financial Services Inc., whose address is: 2 Teleport Drive, Suite 302, Staten Island, NY 10311, ("Business Associate"), effective as of this day of , 2021 (the "Effective Date"). WHEREAS, Covered Entity and Business Associate have entered into, or plan to enter into, an arrangement pursuant to which Business Associate may provide services for Covered Entity that require Business Associate to access, create and use Protected Health Information ("PHI") that is confidential under state and/or federal law; and WHEREAS, Covered Entity and Business Associate intend to protect the privacy and provide for the security of PHI disclosed by Covered Entity to Business Associate, or collected or created by Business Associate, in compliance with the Health Insurance Portability and Accountability Act of 1996, Public Law 104-191 ("HIPAA"), and the regulations promulgated there under, including, without limitation, the regulations codified at 45 CFR Parts 160 and 164 ("HIPAA Regulations"); the Health Information Technology for Economic and Clinical Health Act, as incorporated in the American Recovery and Reinvestment Act of 2009, and its implementing regulations and guidance issued by the Secretary of the Department of Health and Human Services (the "Secretary") (the "HITECH Act"); and other applicable state and federal laws, all as amended from time to time, including as amended by the Final Rule issued by the Secretary on January 17, 2013 titled "Modifications to the HIPAA Privacy, Security, Enforcement, and Breach Notification Rules under the Health Information Technology for Economic and Clinical Health Act and the Genetic Information Nondiscrimination Act; Other Modifications to the HIPAA Rules"; and WHEREAS, the HIPAA Regulations require Covered Entity to enter into an agreement with Business Associate meeting certain requirements with respect to the Use and Disclosure of PHI, which are met by this Agreement. NOW, THEREFORE, in consideration of the mutual promises contained herein and the exchange of information pursuant to this Agreement, the parties agree as follows: 1. Definitions. Capitalized terms used herein without definition shall have the meanings ascribed to them in the HIPAA Regulations or the HITECH Act, as applicable unless otherwise defined herein. 2. Obligations and Activities of Business Associate. a. Permitted Uses and Disclosures. Business Associate shall only Use or Disclose PHI for the purposes of (i) performing Business Associate's obligations under Merchant Application & Agreement, "Master Agreement" resulting from Covered Entity's Solicitation #20-7814 "Collection Agency Services" of this Agreement and as permitted by this Agreement; or (ii) as permitted or Required By Law; or (iii) as otherwise permitted by this Agreement. Business Associate shall not Use or further Disclose PHI other than as permitted or required by this Agreement or as Required By Law. Page 1 of 8 Business Associate Agreement Packet Pg. 755 16.E.4.a Further, Business Associate shall not Use or Disclose PHI in any manner that would constitute a violation of the HIPAA Regulations or the HITECH Act if so used by Covered Entity, except that Business Associate may Use PHI (i) for the proper management and administration of Business Associate; and (ii) to carry out the legal responsibilities of Business Associate. Business Associate may Disclose PHI for the proper management and administration of Business Associate, to carry out its legal responsibilities or for payment purposes as specified in 45 CFR § 164.506(c)(1) and (3), including but not limited to Disclosure to a business associate on behalf of a covered entity or health care provider for payment purposes of such covered entity or health care provider, with the expectation that such parties will provide reciprocal assistance to Covered Entity, provided that with respect to any such Disclosure either: (i) the Disclosure is Required By Law; or (ii) for permitted Disclosures when Required By Law, Business Associate shall obtain a written agreement from the person to whom the PHI is to be Disclosed that such person will hold the PHI in confidence and will not use and further disclose such PHI except as Required By Law and for the purpose(s) for which it was Disclosed by Business Associate to such person, and that such person will notify Business Associate of any instances of which it is aware in which the confidentiality of the PHI has been breached. b. Appropriate Safeguards. Business Associate shall implement administrative, physical and technical safeguards that (i) reasonably and appropriately protect the confidentiality, integrity and availability of electronic PHI that it creates, receives, maintains or transmits on behalf of Covered Entity; and (ii) prevent the Use or Disclosure of PHI other than as contemplated by the Master Agreement and this Agreement. C. Compliance with Security Provisions. Business Associate shall: (i) implement and maintain administrative safeguards as required by 45 CFR § 164.308, physical safeguards as required by 45 CFR § 164.3 10 and technical safeguards as required by 45 CFR § 164.3 12; (ii) implement and document reasonable and appropriate policies and procedures as required by 45 CFR § 164.3 16; and (iii) be in compliance with all requirements of the HITECH Act related to security and applicable as if Business Associate were a "covered entity," as such term is defined in HIPAA. d. Compliance with Privacy Provisions. Business Associate shall only Use and Disclose PHI in compliance with each applicable requirement of 45 CFR § 164.504(e). Business Associate shall comply with all requirements of the HITECH Act related to privacy and applicable as if Business Associate were a "covered entity," as such term is defined in HIPAA. To the extent Business Associate is to carry out one or more of Covered Entity's obligation(s) under Subpart E of 45 CFR Part 164, Business Associate shall comply with the requirements of Subpart E that apply to Covered Entity in the performance of such obligation(s). e. Duty to Mitigate. Business Associate agrees to mitigate, to the extent practicable and mandated by law, any harmful effect that is known to Business Associate of a Use or Disclosure of PHI by Business Associate in violation of the requirements of this Agreement. f. Encryption. To facilitate Business Associate's compliance with this Agreement and to assure adequate data security, Covered Entity agrees that all PHI provided or transmitted to Business Associate pursuant to the Master Agreement shall he provided or transmitted in a manner which renders such PHI unusable, unreadable or indecipherable to unauthorized persons, through the use of a technology or methodology specified by the Secretary in the guidance issued under section 13402(h)(2) of the HITECH Act. Covered Entity acknowledges that failure to do so could contribute to or permit a Breach requiring patient notification under the HITECH Act and further agrees that Business Associate shall have no liability for any Breach caused by such failure. Page 2 of 8 Business Associate Agreement Packet Pg. 756 16.E.4.a 3. Reporting, a. Security Incidents and/or Unauthorized Use or Disclosure. Business Associate shall report to Covered Entity a successful Security Incident or any Use and/or Disclosure of PHI other than as provided for by this Agreement or permitted by applicable law within a reasonable time of becoming aware of such Security Incident and/or unauthorized Use or Disclosure (but not later than five (5) days thereafter), in accordance with the notice provisions set forth herein. Business Associate shall take (i) prompt action to cure any such deficiencies as reasonably requested by Covered Entity, and (ii) any action pertaining to such Security Incident and/or unauthorized Use or Disclosure required by applicable federal and state laws and regulations. If such successful Security Incident or unauthorized Use or Disclosure results in a Breach as defined in the HITECH Act, then Covered Entity shall comply with the requirements of Section 3.b below. b. Breach of Unsecured PHI. The provisions of this Section 3.b are effective with respect to the Discovery of a Breach of Unsecured PHI occurring on or after September 23, 2009, With respect to any unauthorized acquisition, access, Use or Disclosure of Covered Entity's PHI by Business Associate, its agents or subcontractors, Business Associate shall (i) investigate such unauthorized acquisition, access, Use or Disclosure; (ii) determine whether such unauthorized acquisition, access, Use or Disclosure constitutes a reportable Breach under the HITECH Act; and (iii) document and retain its findings under clauses (i) and (ii). If Business Associate Discovers that a reportable Breach has occurred, Business Associate shall notify Covered Entity of such reportable Breach in writing within five (5) days of the date Business Associate Discovers such Breach. Business Associate shall be deemed to have discovered a Breach as of the first day that the Breach is either known to Business Associate or any of its employees, officers or agents, other than the person who committed the Breach, or by exercising reasonable diligence should have been known to Business Associate or any of its employees, officers or agents, other than the person who committed the Breach. To the extent the information is available to Business Associate, Business Associate's written notice shall include the information required by 45 CFR § 164.410(c). Business Associate shall promptly supplement the written report with additional information regarding the Breach as it obtains such information. Business Associate shall cooperate with Covered Entity in meeting Covered Entity's obligations under the HITECH Act with respect to such Breach. 4. Business Associate's Agents. To the extent that Business Associate uses one or more subcontractors or agents to provide services under Master Agreement, and such subcontractors or agents receive or have access to PHI, Business Associate shall sign an agreement with such subcontractors or agents containing substantially the same provisions as this Agreement. 5. Rights of Individuals. a. Access to PHI. Within ten (10) days of receipt of a request by Covered Entity, Business Associate shall make PHI maintained in a Designated Record Set available to Covered Entity or, as directed by Covered Entity, to an Individual to enable Covered Entity to fulfill its obligations under 45 CFR § 164,524. Subject to Section 5.b below, (i) in the event that any Individual requests access to PHI directly from Business Associate in connection with a routine billing inquiry, Business Associate shall directly respond to such request in compliance with 45 CFR § 164,524; and (ii) in the event such request appears to be for a purpose other than a routine billing inquiry, Business Associate shall forward a copy of such request to Covered Entity and shall fully cooperate with Covered Entity in responding to such request. In either case, a denial of access to requested PHI shall not be made without the prior written consent of Covered Entity. b. Access to Electronic Health Records. If Business Associate is deemed to use or maintain an Electronic Health Record on behalf of Covered Entity with respect to PHI, then, to the extent Page 3 of 8 Business Associate Agreement Packet Pg. 757 16.E.4.a an Individual has the right to request a copy of the PHI maintained in such Electronic Health Record pursuant to 45 CFR § 164.524 and makes such a request to Business Associate, Business Associate shall provide such individual with a copy of the information contained in such Electronic Health Record in an electronic format and, if the Individual so chooses, transmit such copy directly to an entity or person designated by the Individual. Business Associate may charge a fee to the individual for providing a copy of such information, but such fee may not exceed Business Associate's labor costs in responding to the request for the copy. The provisions of 45 CFR § 164.524, including the exceptions to the requirement to provide a copy of PHI, shall otherwise apply and Business Associate shall comply therewith as if Business Associate were the "covered entity," as such term is defined in HIPAA. At Covered Entity's request, Business Associate shall provide Covered Entity with a copy of an Individual's PHI maintained in an Electronic Health Record in an electronic format and in a time and manner designated by Covered Entity in order for Covered Entity to comply with 45 CFR § 164,524, as amended by the HITECH Act. C. Amendment of PHI. Business Associate agrees to make any amendment(s) to PHI in a Designated Record Set that Covered Entity directs or agrees to pursuant to 45 CFR § 164.526 at the request of Covered Entity or an Individual, and in the time and manner designated by Covered Entity. d. Accounting Rights, This Section 5.d is subject to Section 5.e below. Business Associate shall make available to Covered Entity, in response to a request from an Individual, information required for an accounting of disclosures of PHI with respect to the Individual, in accordance with 45 CFR § 164.528, incorporating exceptions to such accounting designated under such regulation. Such accounting is limited to disclosures that were made in the six (6) years prior to the request and shall not include any disclosures that were made prior to the compliance date of the HIPAA Regulations. Business Associate shall provide such information as is necessary to provide an accounting within ten (10) days of Covered Entity's request. Such accounting must he provided without cost to the Individual or to Covered Entity if it is the first accounting requested by an Individual within any six (6) month period; however, a reasonable, cost -based fee may be charged for subsequent accountings during that period if Business Associate informs Covered Entity and Covered Entity informs the Individual in advance of the fee, the Individual is afforded an opportunity to withdraw or modify the request and charging such fee is not otherwise contrary to law. Such accounting obligations shall survive termination of this Agreement and shall continue as long as Business Associate maintains PHI. e. Accounting of Disclosures of Electronic Health Records. The provisions of this Section 5.e shall be effective on the date specified in the HITECH Act. If Business Associate is deemed to use or maintain an Electronic Health Record on behalf of Covered Entity, then, in addition to complying with the requirements set forth in Section 5.d above, Business Associate shall maintain an accounting of any Disclosures made through such Electronic Health Record for Treatment, Payment and Health Care Operations, as applicable. Such accounting shall comply with the requirements of the HITECH Act. Upon request by Covered Entity, Business Associate shall provide such accounting to Covered Entity in the time and manner specified by Covered Entity and in compliance with the HITECH Act. Alternatively, if Covered Entity responds to an Individual's request for an accounting of Disclosures made through an Electronic Health Record by providing the requesting Individual with a list of all business associates acting on behalf of Covered Entity, then Business Associate shall provide such accounting directly to the requesting Individual in the time and manner specified by the HITECH. Act. f. Agreement to Restrict Disclosure. If Covered Entity is required to comply with a restriction on the Disclosure of PHI pursuant to Section 13405 of the HITECH Act, then Covered Entity shall, to the extent necessary to comply with such restriction, provide written notice to Business Associate of the name of the Individual requesting the restriction and the PHI affected thereby. Business Associate shall, upon receipt of such notification, not Disclose the identified PHI to any health plan for the purposes of carrying out Payment or Health Care Operations, except as otherwise required by law. Covered Entity Page 4 of 8 Business Associate Agreement Packet Pg. 758 16.E.4.a shall also notify Business Associate of any other restriction to the Use or Disclosure of PHI that Covered Entity has agreed to in accordance with 45 CFR § 164.522. 6. Remuneration and Marketing. a. Remuneration for PHI. This Section 6.a shall be effective with respect to exchanges of PHI occurring six (6) months after the date of the promulgation of final regulations implementing the provisions of Section 13405(d) of the HITECH Act. On and after such date, Business Associate agrees that it shall not, directly or indirectly, receive remuneration in exchange for any PHI of Covered Entity except as otherwise permitted by the HITECH Act. b. Limitations on Use of PHI for Marketing Purposes. Business Associate shall not Use or Disclose PHI for the purpose of making a communication about a product or service that encourages recipients of the communication to purchase or use the product or service, unless such communication: (1) complies with the requirements of subparagraph (i), (ii) or (iii) of paragraph (1) of the definition of marketing contained in 45 CFR § 164.501, and (2) complies with the requirements of subparagraphs (A), (B) or (C) of Section 13406(a)(2) of the HITECH Act, and implementing regulations or guidance that may be issued or amended from time to time. Covered Entity agrees to assist Business Associate in determining if the foregoing requirements are met with respect to any such marketing communication. 7. Governmental Access to Records. Business Associate shall make its internal practices, books and records relating to the Use and Disclosure of PHI available to the Secretary for purposes of determining Covered Entity's compliance with the HIPAA Regulations and the HITECH Act. Except to the extent prohibited by law, Business Associate agrees to notify Covered Entity of all requests served upon Business Associate for information or documentation by or on behalf of the Secretary. Business Associate shall provide to Covered Entity a copy of any PHI that Business Associate provides to the Secretary concurrently with providing such PHI to the Secretary. 8. Minimum Necessary. To the extent required by the HITECH Act, Business Associate shall limit its Use, Disclosure or request of PHI to the Limited Data Set or, if needed, to the minimum necessary to accomplish the intended Use, Disclosure or request, respectively. Effective on the date the Secretary issues guidance on what constitutes "minimum necessary" for purposes of the HIPAA Regulations, Business Associate shall limit its Use, Disclosure or request of PHI to only the minimum necessary as set forth in such guidance. 9. State Privacy Laws. Business Associate shall comply with state laws to extent that such state privacy laws are not preempted by HIPAA or the HITECH Act. 10. Termination. a. Breach by Business Associate. If Covered Entity knows of a pattern of activity or practice of Business Associate that constitutes a material breach or violation of Business Associate's obligations under this Agreement, then Covered Entity shall promptly notify Business Associate. With respect to such breach or violation, Business Associate shall take reasonable steps to cure such breach or end such violation, if possible. If such steps are either not possible or are unsuccessful, upon written notice to Business Associate, Covered Entity may terminate its relationship with Business Associate. b. Breach by Covered Entity. If Business Associate knows of a pattern of activity or practice of Covered Entity that constitutes a material breach or violation of Covered Entity's obligations under this Agreement, then Business Associate shall promptly notify Covered Entity. With respect to Page 5 of 8 Business Associate Agreement Packet Pg. 759 16.E.4.a such breach or violation, Covered Entity shall take reasonable steps to cure such breach or end such violation, if possible. If such steps are either not possible or are unsuccessful, upon written notice to Covered Entity, Business Entity may terminate its relationship with Covered Entity. C. Automatic Termination. This Agreement will automatically terminate, without any further action by the parties hereto, at such time as there are no longer any Service Agreements by and between the parties hereto. d. Effect of Termination. Upon termination of this Agreement for any reason, Business Associate shall either return or destroy all PHI, as requested by Covered Entity, that Business Associate or its agents or subcontractors still maintain in any form and shall retain no copies of such PHI. If Covered Entity requests that Business Associate return PHI, such PHI shall be returned in a mutually agreed upon format and timeframe. If Business Associate reasonably determines that return or destruction is not feasible, Business Associate shall continue to extend the protections of this Agreement to such PHI, and limit further uses and disclosures of such PHI to those purposes that make the return or destruction of such PHI not feasible. If Business Associate is asked to destroy the PHI, Business Associate shall destroy PHI in a manner that renders the PHI unusable, unreadable or indecipherable to unauthorized persons as specified in the HITECH Act. 11. Amendment. The parties acknowledge that state and federal laws relating to data security and privacy are rapidly evolving and that amendment of this Agreement may be required to ensure compliance with such developments. The parties specifically agree to take such action as is necessary to implement any new or modified standards or requirements of HIPAA, the HIPAA Regulations, the HITECH Act and other applicable laws relating to the security or confidentiality of PHI. Upon the request of Covered Entity, Business Associate agrees to promptly enter into negotiation concerning the terms of an amendment to this Agreement incorporating any such changes. 12. No Third -Party Beneficiaries. Nothing express or implied in this Agreement is intended to confer, nor shall anything herein confer, upon any person other than Covered Entity, Business Associate and their respective successors or assigns, any rights, remedies, obligations or liabilities whatsoever. 13. Effect on Underlying Arrangement. In the event of any conflict between this Agreement and any underlying arrangement between Covered Entity and Business Associate, the terms of this Agreement shall control. 14. Survival. The provisions of this Agreement shall survive the termination or expiration of any underlying arrangement between Covered Entity and Business Associate. 15. Interpretation. This Agreement shall he interpreted as broadly as necessary to implement and comply with HIPAA, the HIPAA Regulations and the HITECH Act. The parties agree that any ambiguity in this Agreement shall be resolved in favor of a meaning that complies and is consistent with such laws. 16. Governing Law. This Agreement shall be construed in accordance with the laws of the State of Florida. 17. Notices. All notices required or permitted under this Agreement shall be in writing and sent to the other party as directed below or as otherwise directed by either party, from time to time, by written notice to the other. All such notices shall be deemed validly given upon receipt of such notice by certified mail, postage prepaid, facsimile transmission, e-mail or personal or courier delivery: Page 6 of 8 Business Associate Agreement Packet Pg. 760 16.E.4.a If to Covered Entity: Collier County Government Center 3311 Tamiami Trail E. Naples, FL 34112 Attn: Jeff Walker, Risk Management Director Telephone no: 239-252-8461 Facsimile no: 239-252-8048 If to Business Associate: RTR Financial Services Inc. 2 Teleport Drive, Suite 302 Staten Island, NY 10311 Attn: Robert Reilly, President Telephone no: (718) 668-2881 Email: Rreilly_(d)etrfs.com 18. Indemnification. The Business Associate shall indemnify and hold harmless Covered Entity and any of Covered Entity's affiliates, directors, officers, employees and agents from and against any claim, cause of action, liability, damage, cost or expense (including reasonable attorney's fees) arising out of or directly relating to any non -permitted disclosure of Protected Health Information or other breach of this Agreement by Business Associate or any affiliate, director, officer, employee, agent or subcontractor of Business Associate. 19. Miscellaneous. a. Severability. In the event that any provision of this Agreement is adjudged by any court of competent jurisdiction to be void or unenforceable, all remaining provisions hereof shall continue to be binding on the parties hereto with the same force and effect as though such void or unenforceable provision had been deleted. b. Waiver. No failure or delay in exercising any right, power or remedy hereunder shall operate as a waiver thereof; nor shall any single or partial exercise of any right, power or remedy hereunder preclude any other further exercise thereof or the exercise of any other right, power or remedy. The rights provided hereunder are cumulative and not exclusive of any rights provided by law. c. Entire Agreement. This Agreement constitutes the entire agreement between the parties hereto relating to the subject matter hereof, and supercedes any prior or contemporaneous verbal or written agreements, communications and representations relating to the subject matter hereof. d. Counterparts, Facsimile. This agreement may be signed in two or more counterparts, each of which shall be deemed an original and all of which taken together shall constitute one and the same instrument. A copy of this Agreement bearing a facsimile signature shall be deemed to be an original. Page 7 of 8 Business Associate Agreement Packet Pg. 761 16.E.4.a IN WITNESS WHEREOF, the parties hereto have caused this Business Associate Agreement to be signed as oi'the date first set forth above. First Vlit (aam Print Name: and Witness: ��Z Signature _ - - Print Name: As to Form and Legality: Sally Ashkar Assistant County Attorney COVERED ENTITY: BOARD OF COUNI'Y COMMISSIONERS OF COLLIER COUNTY, FLORIDA By: Jeff Walker, Director of Risk Management BUSINESS ASSOCIATE: RTR Financial Services Inc. By: Print Name: ip Utr+- T, Q L'i Title: Pre S i ae-nf Page 8 of 8 Business Associate Agreement Packet Pg. 762 RTRFINA-01 16.E.4.b '4coRo CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) 1/4/2021 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THI: CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIE! BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZE[ REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. y IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed d .v If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement or this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). U+ PRODUCER NONTACT Robert S. Danischewski RPM Insurance Agency PHONE FAX (A/C, No, Ext): (718) 761-8900 622 (A/c, No): (718) 761-9010 201 Edward Curry Ave Suite 201 ADDRESS: rdanischewski@rpminsurance.com of Staten Island, NY 10314 Q INSURERS AFFORDING COVERAGE NAIC # a INSURER A: The Travelers Indemnity Company of America 25666 0 INSURED INSURER B : The Travelers Indemnity Company 25658 U N INSURER C :Travelers Casualty Insurance Co of America RTR Financial Services 19046 c Inc. INSURER D : V 2 Teleport Drive, Suite 302 Staten Island, NY 10311 INSURER E: oo INSURER F : r COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOI INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THI! CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE ADDL INSD SUBR WVD POLICY NUMBER POLICY EFF MM DD YYY POLICY EXP MM DD YYY LIMITS A COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ 1,000,1 CLAIMS -MADE X OCCUR X 680 6676B665 2/23/2020 2/23/2021 DAMAGE TO RENTED PREMISES Ea occurrence 300,1 $ MED EXP (Any oneperson) $ 5,1 PERSONAL & ADV INJURY $ 1,000,I GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ 2,000,1 X POLICYEl PECOT- LOC PRODUCTS - COMP/OP AGG $ 2,000,I $ OTHER: A AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT Ea accident 1 OOO,I $ BODILY INJURY Perperson) $ ANY AUTO 680 667613665 2/23/2020 2/23/2021 OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY Per accident $ PROPERTY DAMAGE Per accident $ HIRED X NON -OWNED AUTOS ONLY AUTOS ONLY B X UMBRELLA LIAB OCCUR EACH OCCURRENCE $ 5,000,1 AGGREGATE $ EXCESS LIAB CLAIMS -MADE CUP 6F747048 2/23/2020 2/23/2021 DED X RETENTION $ 10,000 $ 5,000,1 C WORKERS COMPENSATION ANDEMPLOYERS' LIABILITY Y/N ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? (Mandatory in NH) N / A UB3K451391 2/23/2020 2/23/2021 X PER OTH- STATUTE ER 1,000,1 E.L. DISEASE - EA EMPLOYEE $ 1,000,1 If yes, describe under DESCRIPTION OF OPERATIONS below E.L. DISEASE - POLICY LIMIT 1,000,1 $ DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) Re: Any and all work performed on behalf of Collier County. Collier County Board of County Commisioners, or Board of County Commissioners in Collier County or Collier County Government or Collier County as additional insured on General Liability on a primary and non-contributory basis, in accordance M the terms, conditions and exclusions of the policy and written contract. CATE HOLDER Collier County Board of County Commissioners 3295 Tamiami Trail E. Naples, FL 34112 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORI THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED It ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE ACORD 25 (2016/03) ©1988-2015 ACORD CORPORATION The ACORD name and logo are registered marks of ACORD Packet Pg. 763 -� 16.E.4.b I A4CC>RLYCERTIFICATE OF LIABILITY INSURANCE DATE0 01/05/2021 PRODUCER THIS CERTIFICATION IS ISSUED AS A MATTER OF INFORMATIO Integrity First Insurance, Inc. ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICAT 70 Mansell Court Suite 275 HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND O ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. Roswell, GA 30076 O: (770) 587-4595 F: (770) 587-2440 INSURERS AFFORDING COVERAGE NAIC # INSURED INSURER A: Crum & Forster Iris Co 44520 RTR Financial Services, Inc INSURER B: 2 Teleport Dr., Ste 302 INSURER C: Staten Island, NY 10311 INSURER D: INSURER E: COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDIN ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACTOR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAYBE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR ADD'L INSRD TYPE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE DATE (MM/DDIYY) POLICY EXPIRATION DATE (MM/DD/YY) LIMITS GENERAL LIABILITY COMMERCIAL GENERAL LIABILITY CLAIMS MADE OCCUR EACH OCCURRENCE $ DAMAGE TO RENTED PREMISES Ea o.curence $ MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PRO JECT LOC GENERAL AGGREGATE $ PRODUCTS - COMP/OP AGG $ $ AUTOMOBILE LIABILITY ANY AUTO ALL OWNED AUTOS SCHEDULED AUTOS HIRED AUTOS NON -OWNED AUTOS COMBINED SINGLE LIMIT (Ea accident) $ BODILY INJURY (Per person) $ BODILY INJURY (Per accident) $ PROPERTY DAMAGE (Per accident) $ GARAGE LIABILITY ANY AUTO AUTO ONLY - EA ACCIDENT $ OTHER THAN EA ACC AUTO ONLY: AGG $ $ EXCESS/UMBRELLA LIABILITY OCCUR CLAIMS MADE DEDUCTIBLE RETENTION $ EACH OCCURRENCE $ AGGREGATE $ $ $ WORKERS COMPENSATION AND EMPLOYERS' LIABILITY ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? If yes, describe under SPECIAL PROVISIONS below WC STATU- OTH- TORY LIMITS ER E.L. EACH ACCIDENT $ E.L. DISEASE - EA $ E.L. DISEASE - POLICY LIMIT $ A OTHER Cyber 627-100995-6 11/17/2020 11/17/2021 $5,000,000 Security&Privacy Liability DESCRIPTION OF OPERATIONS I LOCATIONS / VEHICLES I EXCLUSIONS ADDED BY ENDORSEMENT / SPECIAL PROVISIONS CERTIFICATE HOLDER CANGELLATION Collier County Board of County Commissioners 3295 Tamiami Trail E. Naples, FL 34112 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVES. AUTHORIZED REPRESENTATIVE _ �. J ACORD 25 (2001/08) © ACORD Packet Pg. 764 1 I 16.E.4.b I IMPORTANT If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statment on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). DISCLAIMER The Certificate of Insurance on the reverse side of this form does not constitute a contract between the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon. Packet Pg. 765 -� 16.E.4.b I A4CC>RLYCERTIFICATE OF LIABILITY INSURANCE DATE0 01/05/2021 PRODUCER THIS CERTIFICATION IS ISSUED AS A MATTER OF INFORMATIO Integrity First Insurance, Inc. ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICAT 70 Mansell Court Suite 275 HOLDER. THIS CERTIFICATE DOES NOT AMEND, EXTEND O ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. Roswell, GA 30076 O: (770) 587-4595 F: (770) 587-2440 INSURERS AFFORDING COVERAGE NAIC # INSURED INSURER A: RLI 13056 RTR Financial Services, Inc INSURER B: 2 Teleport Dr., Ste 302 INSURER C: Staten Island, NY 10311 INSURER D: INSURER E: COVERAGES THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDIN ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACTOR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAYBE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. AGGREGATE LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR ADD'L INSRD TYPE OF INSURANCE POLICY NUMBER POLICY EFFECTIVE DATE (MM/DDIYY) POLICY EXPIRATION DATE (MM/DD/YY) LIMITS GENERAL LIABILITY COMMERCIAL GENERAL LIABILITY CLAIMS MADE OCCUR EACH OCCURRENCE $ DAMAGE TO RENTED PREMISES Ea o.curence $ MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: POLICY PRO JECT LOC GENERAL AGGREGATE $ PRODUCTS - COMP/OP AGG $ $ AUTOMOBILE LIABILITY ANY AUTO ALL OWNED AUTOS SCHEDULED AUTOS HIRED AUTOS NON -OWNED AUTOS COMBINED SINGLE LIMIT (Ea accident) $ BODILY INJURY (Per person) $ BODILY INJURY (Per accident) $ PROPERTY DAMAGE (Per accident) $ GARAGE LIABILITY ANY AUTO AUTO ONLY - EA ACCIDENT $ OTHER THAN EA ACC AUTO ONLY: AGG $ $ EXCESS/UMBRELLA LIABILITY OCCUR CLAIMS MADE DEDUCTIBLE RETENTION $ EACH OCCURRENCE $ AGGREGATE $ $ $ WORKERS COMPENSATION AND EMPLOYERS' LIABILITY ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? If yes, describe under SPECIAL PROVISIONS below WC STATU- OTH- TORY LIMITS ER E.L. EACH ACCIDENT $ E.L. DISEASE - EA $ E.L. DISEASE - POLICY LIMIT $ A OTHER Collections Prof Liability EPGO014681 02/24/2020 02/24/2021 $1,000,000 per claim/S3,000,000 aggrega DESCRIPTION OF OPERATIONS I LOCATIONS / VEHICLES I EXCLUSIONS ADDED BY ENDORSEMENT / SPECIAL PROVISIONS CERTIFICATE HOLDER CANGELLATION Collier County Board of County Commissioners 3295 Tamiami Trail E. Naples, FL 34112 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, THE ISSUING INSURER WILL ENDEAVOR TO MAIL 30 DAYS WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAMED TO THE LEFT, BUT FAILURE TO DO SO SHALL IMPOSE NO OBLIGATION OR LIABILITY OF ANY KIND UPON THE INSURER, ITS AGENTS OR REPRESENTATIVES. AUTHORIZED REPRESENTATIVE _ �. J ACORD 25 (2001/08) © ACORD Packet Pg. 766 1 I 16.E.4.b I IMPORTANT If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. A statment on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). DISCLAIMER The Certificate of Insurance on the reverse side of this form does not constitute a contract between the issuing insurer(s), authorized representative or producer, and the certificate holder, nor does it affirmatively or negatively amend, extend or alter the coverage afforded by the policies listed thereon. Packet Pg. 767 16.E.4.c Collier County Administrative Services Department Procurement Services Division COLLIER COUNTY BOARD OF COUNTY COMMISSIONERS REQUEST FOR PROPOSAL (RFP) FOR COLLECTION AGENCY SERVICES SOLICITATION NO.: 20-7814 VIVIANA GIARIMOUSTAS, PROCUREMENT STRATEGIST PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FLORIDA 34112 TELEPHONE: (239) 252-8375 Viviana.Giarimoustas@colliercountyfl.gov (Email) This solicitation document is prepared in a Microsoft Word format (Rev 8/7/2017). Any alterations to this document made by the Vendor maybe grounds for rejection of proposal, cancellation of any subsequent award, or any other legal remedies available to the Collier County Government. Packet Pg. 768 SOLICITATION PUBLIC NOTICE REQUEST FOR PROPOSAL (RFP) 20-7814 NUMBER: PROJECT TITLE: Collection Agency Services PRE -PROPOSAL CONFERENCE: Tuesday, October 27, 2020 9:30 AM EST LOCATION: PROCUREMENT SERVICES DIVISION, CONFERENCE ROOM A, 3295 TAMIAMI TRAIL EAST, BLDG C-2, NAPLES, FLORIDA 34112 DUE DATE: Tuesday, November 3, 202011:00 AM EST PLACE OF RFP OPENING: PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FL 34112 All proposals shall be submitted online via the Collier County Procurement Services Division Online Bidding System: hlt2s://www.bidsync.com/bidsync-cas INTRODUCTION As requested by the Emergency Medical Services Division and Growth Management Code Enforcement Division (hereinafter, the "Division or Department"), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, "County") has issued this Request for Proposal (hereinafter, "RFP") with the intent of obtaining proposals from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached. The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated. The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance. BACKGROUND Collection services are required for a variety of County Divisions where non-payment has occurred, and where County and/or its designated billing consultants have exhausted their collection efforts. Most accounts will typically be assigned to the vendor when determined to be one hundred twenty (120) days past due. However, determination as to which accounts will be assigned to the vendor and when such assignment is to be made rests solely with the County Project Manager or designee. An estimated volume of eleven thousand (11,000) uncollectible or non -deliverable accounts totaling approximately six million dollars ($6,000,000.00). Emergency Medical Services Division (EMS) will place an estimated $300,000.00 to $500,000.00 (500-800 accounts) each month with the collection agency. TERM OF CONTRACT The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) one (1) year renewal options. Prices shall remain firm for the initial term of this contract. Surcharges will not be accepted in conjunction with this contract, and such charges should be incorporated into the pricing structure The County Manager, or designee, may, at his discretion, extend the Agreement under all of the terms and conditions contained in this Agreement for up to one hundred eighty (180) days. The County Manager, or designee, shall give the Contractor written notice of the County's intention to extend the Agreement term not less than ten (10) days prior to the end of the Agreement term then in effect. All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the COUNTY at the time and place of delivery, provided that risk of loss prior to actual receipt of the goods by the COUNTY nonetheless remain with VENDOR. DETAILED SCOPE OF WORK An uncollectible account for this scope is defined as all options of collection methods have been exhausted and no collection has been made. The definition of a non -deliverable account is all options in regard to locating a customer have been exhausted service and technical assistance may be requested such as duplicate bills, duplicate insurance forms, correspondence, etc. c W .2 0 Cn oo ti 0 N .i+ c d E z Q 2 Packet Pg. 769 County departments, including, but not limited to EMS, Code Enforcement, Animal Services, Parks and Recreations, etc. may elect to use the awarded vendor's service during this contract period. Collier County is requesting that vendors submit pricing for collection services of uncollected account receivables. As a part of this RFP, the Vendor shall: • Report and list all Collier County billing with one or more credit reporting agencies. • Provide a written in-depth description of methods and communications used in handling all Collier County billing accounts. • Submit to auditor examination and/or review prior to award of contract by County staff or by the County's designee. • A monthly detailed account placement report should include names, account number, date of service and amount. • Provide detailed reports as requested for annual write off. • Ability to file appropriate medical claims. Develop a working relationship with EMS billing consultant and follow established process for claim filing, etc. • Permit audits of all Collier County accounts, as requested, by County internal and/or external auditors. • Ensure collection practices are in compliance with the Equal Opportunity Credit act, the Fair Credit Billing Act, Fair Debt Collection Practices Act, the Uniform Consumer Credit Code and the American Collectors Association, Inc. • Agree not to add, delete, or change in anyway, an account without prior written authorization from the County's Project Manager or designee. • Submit a monthly report of all account balances to the County which is due no later than the fifteenth of each month for the prior month's activity. • Ensure that Collier County accounts be placed in the Consumer's Credit Report via Equifax, Experian and Trans Union for the required term of seven (7) years, files until paid. Failure to do so may lead to termination of this contract by Collier County. • Provide software that has the ability to charge and track interest on past due accounts and provide accurate reports each month showing the breakdown of payment (Principal/interest). EMS billing resolution charges interest on accounts. • Submit an annual report of all accounts, which have not had payment activity for two (2) years. • Submit a copy of Surety Bonding, and all required licenses in relation to the bonding. c 0 • Provide a monthly error -free billing accompanied by a check for all monies collected by vendor for the particular month. Detailed reports and check must be received no later than the fifteenth day of each month for the prior month's activity. 0 • Provide a written acknowledgment report each month showing the number of accounts, the account numbers and the amount CO placed to reconcile with billing company. 00 ti • Provide Collier County departments access to its website at all times to review the status of the accounts and provide printing N access for billing statements. 4.; c d • Agree that should there be no collection activity within one (1) year after initial placement within an agency. The County E reserves the right to remove the account(s) that were originally placed and opt to place them in the hands of a separate 0 agency. Q • Provide an option to return accounts placed in error when requested by County department staff. • Comply with all PCI Data Security Standards (PCI DSS): Where services involve the processing of merchant card transactions. • Payment Card Industry Data Security and if the vendor processes, transmits, and/or stores cardholder data in the performance Packet Pg. 770 of services provided, they are considered a "service provider" under Requirement 12.8 of the PCI DSS. The vendor sa provide the County with a written agreement that includes an acknowledgement that the service provider is responsible for the security of cardholder data that the service provider possesses 12.8.2 for the PCI DSS. Upon award, the awarded vendor will be required to complete an assessment questionnaire to affirm it has complied with all applicable requirements. Vendor will be expected to supply the current status of vendor's PCI DSS compliance. • Under the Health Insurance Portability and Accountability Act (HIPAA) of 1996, vendor is expected to adhere to the same standards as the County and other HIPAA covered entities regarding the protection and non -authorized disclosure of Protected Health Information (PHI). • Collier County would prefer the vendor has the ability to file insurance claims. REQUEST FOR PROPOSAL (RFP) PROCESS 1.1 The Proposers will submit a qualifications proposal which will be scored based on the criteria in Evaluation Criteria for Development of Shortlist, which will be the basis for short -listing firms. The Proposers will need to meet the minimum requirements outlined herein in order for their proposal to be evaluated and scored by the COUNTY. The COUNTY will then score and rank the firms and enter into negotiations with the top ranked firm to establish cost for the services needed. The COUNTY reserves the right to issue an invitation for oral presentations to obtain additional information after scoring and before the final ranking. With successful negotiations, a contract will be developed with the selected firm, based on the negotiated price and scope of services and submitted for approval by the Board of County Commissioners. 1.2 The COUNTY will use a Selection Committee in the Request for Proposal selection process. 1.3 The intent of the scoring of the proposal is for respondents to indicate their interest, relevant experience, financial capability, staffing and organizational structure. 1.4 The intent of the oral presentations, if deemed necessary, is to provide the vendors with a venue where they can conduct discussions with the Selection Committee to clarify questions and concerns before providing a final rank. 1.5 Based upon a review of these proposals, the COUNTY will rank the Proposers based on the discussion and clarifying questions on their approach and related criteria, and then negotiate in good faith an Agreement with the top ranked Proposer. 1.6 If, in the sole judgment of the COUNTY, a contract cannot be successfully negotiated with the top -ranked firm, negotiations with that firm will be formally terminated and negotiations shall begin with the firm ranked second. If a contract cannot be successfully negotiated with the firm ranked second, negotiations with that firm will be formally terminated and negotiations shall begin with the third ranked firm, and so on. The COUNTY reserves the right to negotiate any element of the proposals in the best interest of the COUNTY. RESPONSE FORMAT AND EVALUATION CRITERIA FOR DEVELOPMENT OF SHORTLIST: 1.7 For the development of a shortlist, this evaluation criterion will be utilized by the COUNTY' S Selection Committee to score each proposal. Proposers are encouraged to keep their submittals concise and to include a minimum of marketing materials. Proposals must address the following criteria: Evaluation Criteria Maximum Points 1. Cover Letter / Management Summary 5 Points 2. Certified Woman and/or Minority Business Enterprise 5 Points 3. Business Plan 25 Points 4. Cost of Services to the County 25 Points 5. Experience and Capacity of the Firm 20 Points 6. Specialized Expertise of Team Members 10 Points 7. Local Vendor Preference 10 Points TOTAL POSSIBLE POINTS 100 Points Tie Breaker: In the event of a tie at final ranking, award shall be made to the proposer with the lower volume of work previously awarded. Volume of work shall be calculated based upon total dollars paid to the proposer in the twenty-four (24) months prior to the RFP submittal deadline. Payment information will be retrieved from the County's financial system of record. The tie breaking procedure is only applied in the final ranking step of the selection process and is invoked by the Procurement Services Division Director or designee. In the event a tie still exists, selection will be determined based on random selection by the Procurement Services Director before at least three (3) witnesses. Each criterion and methodology for scoring is further described below. 4 Packet Pg. 771 must be at minimum, in the order of the Evaluation Criteria listed or proposal may be deemed non -responsive*** EVALUATION CRITERIA NO. 1: COVER LETTER/MANAGEMENT SUMMARY (5 Total Points Available) Provide a cover letter, signed by an authorized officer of the firm, indicating the underlying philosophy of the firm in providing the services stated herein. Include the name(s), telephone number(s) and email(s) of the authorized contact person(s) concerning proposal. Submission of a signed Proposal is Vendor's certification that the Vendor will accept any awards as a result of this RFP. EVALUATION CRITERIA NO. 2: CERTIFIED WOMAN AND/OR MINORITY BUSINESS ENTERPRISE (5 Total Points Available) Submit certification with the Florida Department of Management Service, Office of Supplier Diversity as a Certified Woman and/or Minority Business Enterprise. EVALUATION CRITERIA NO.3: BUSINESS PLAN (25 Total Points Available) In this criterion, include but not limited to: • Detailed plan of implementation and set up including milestones. • Include with the plan or as an attachment, a copy of a report as an example of work product. This should be for one of the company's listed as a reference. • Describe how your solution meets the scope of work. EVALUATION CRITERIA NO.4: COST OF SERVICES TO THE COUNTY (25 Total Points Available) Percentage of fee for funds collected EVALUATION CRITERIA NO. 5: EXPERIENCE AND CAPACITY OF THE FIRM (20 Total Points Available) • Provide information that documents your company's qualifications to produce the required deliverables, including abilities, capacity, skill, and financial strength, and number of years of experience in providing the required services. • Describe the various team members' successful experience in working with one another on previous services. The County requests that the vendor submits three (3) completed reference forms from clients (during the past 5 years) whose projects are of a similar nature to this solicitation as a part of their proposal. Provide information on the projects completed by the vendor that best represent projects of similar size, scope and complexity of this project using form provided in Form 5. Vendors may include two (2) additional pages for each project to illustrate aspects of the completed project that provides the information to assess the experience of the Proposer on relevant project work. EVALUATION CRITERIA NO. 6: SPECIALIZED EXPERTISE OF TEAM MEMBERS (10 Total Points Available) • Description of the proposed contract team and the role to be played by each member of the team. • Attach brief resumes of all proposed project team members who will be involved in the management of the total package of services, as well as the delivery of specific services. • Attach resumes of any sub -vendors and attach letters of intent from stated sub -vendors must be included with proposal submission. EVALUATION CRITERIA NO. 7: LOCAL VENDOR PREFERENCE (10 Total Points Available) Local business is defined as the vendor having a current Business Tax Receipt issued by the Collier or Lee County Tax Collector prior to proposal submission to do business within Collier County, and that identifies the business with a permanent physical business address located within the limits of Collier or Lee County from which the vendor's staff operates and performs business in an area zoned for the conduct of such business. VENDOR CHECKLIST ***Vendor should check off each of the following items as the necessary action is completed (please see, Vendor Check List) * * * c 0 .2 0 07 oo ti 0 N C N E t Q Packet Pg. 772 16. E.4.e Co� County Administrative Semces Dimon Procurement Services RFP #: 20-7814 Title: Collection Agency Services Selection Committee Scoring Sheet (STEP 1) Step 1: Upon direction by the Procurement professional, the individual selection committee member should provide their scoring of the nrr%nncn1 c Step 2: The procurement professional will review the mathematically tabulated scores. Step 3: The Committee will determine the number of proposers to bring back for oral presentations. Name of Firm Colleen Iliana Erin Cindy Cheri Total Scores Final Rank RTR Financial Services Inc. 79 75 72 83 77 386.00 1 I.C. System Inc. 82 84 73 65 80 384.00 2 Merchants Association Collection Division Inc. dba Sherloq Financial 71 82 61 85 76 375.00 3 Gulf Coast Collection Bureau Inc. 70 75 65 85 78 373.00 4 Magellan Solutions USA Inc. 75 70 48 82 71 346.00 5 NCSPlus Incorporated 69 80 58 59 67 333.00 6 Life Line Billing Systems LLC dba LifeQuest Services 72 78 50 52 75 327.00 7 Collection Bureau of Fort Walton Beach, Inc. 63 75 52 62 62 314.00 8 Ability Recovery Services LLC 42 70 44 40 55 251.00 9 Procurement Professional vftdcxaa gimixnau.�&0 Page 1 of 1 Packet Pg. 773 DocuSign Envelope ID: DAB41C8F-AOFC-4B59-9ACO-FDB31CBF129B �� ,, Co�[�ev County Administrative Services Department Procurement Services Division Notice of Recommended Award U) Solicitation: 20-7814 Title: Collection Agency Services Due Date and Time: 11/3/2020 11:00 AM EST Respondents: Company Name City County State Final Ranking Responsive/Responsible RTR Financial Services, Inc. Staten Richmond NY 1 YES/YES Island I.C. System Inc. St. Paul Ramsey MN 2 YES/YES Merchants Association Tampa Hillsborough FL 3 YES/YES Collection Division, Inc. dba Sherloq Financial Gulf Coast Collection Sarasota Sarasota FL 4 YES/YES Bureau Inc. Magellan Solutions USA, Melbourne Brevard FL 5 YES/YES Inc. NCSPIus Incorporated New York New York NY 6 YES/YES Life Line Billing Systems LLC Wautoma Waushara WI 7 YES/YES dba LifeQuest Services Collection Bureau of Fort Fort Okaloosa FL 8 YES/YES Walton Beach, Inc. Walton Beach Ability Recovery Services Dupont Luzerne PA 9 YES/YES LLC Utilized Local Vendor Preference: Yes 0 No - Recommended Vendor(s) For Award: On October 5, 2020 the Procurement Services Division released notice of Request for Proposal 20-7814 to 4,840 vendors for Collection Agency Services. Ninety (90) packages were viewed and nine (9) proposals were received on November 3, 2020. A selection committee convened November 23, 2020 and final ranking was established. Award is recommended to RTR Financial Services, Inc. Contract Driven = Purchase Order Driven 0 Required Signatures Project Manager: usignedby: 12/2/2020 Erin Page Ff�vu P&J, D8EEEF639157459... Procurement Strategist: Docusignedby: 121212020 Viviana Giarimoustas cot Services Director: Sandra Herrera 12/2/2020 Date Packet Pg. 774 Great Place To Work. Certified MAR 2020-MAR 2021 USA A C Ax` iN'rIRNAll ONAL Thtc Association of (:redii and Cofiection Professionals PROPOSAL TO: Collier County, Florida Request for Proposal For Collection Agency Services RFP No. 20-7814 Due: Tuesday, November 3, 2020 by 11:00 a.m. ET SUBMITTED BY: RTR Financial Services, Inc. Robert T. Reilly, President Phone: 718-668-2881 Email: RReilly@rtrfs.com FINANCIAL SERVICES. IN( In A+ Rating COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP NO. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET Table of Contents EvaluationCriteria.......................................................................................................................................................... 3 1. Cover Letter.................................................................................................................................................................3 2. Certified Woman and/or Minority Business Enterprise....................................................................................... 3 3. Business Plan..............................................................................................................................................................3 DetailedScope of Work....................................................................................................................................................11 State -of -the -Art Technology............................................................................................................................................. 20 Security Measures to Protect the County and Your Citizens...................................................................................... 23 4. Cost of Services to the County.............................................................................................................................. 30 Competitive Pricing Strategy And Value -Added Benefits............................................................................................ 30 5. Experience and Capacity of the Firm.................................................................................................................... 31 6. Specialized Expertise of Team Members.............................................................................................................. 34 RTRManagement Team..................................................................................................................................................34 7. Local Vendor Preference.........................................................................................................................................42 is — I W I 91IN94- 2 1 COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP NO. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET Exhibits EXHIBIT A: PROOF OF RECEIPT OF ADDENDA.......................................................................43 EXHIBIT B: PROPOSAL FORMS...................................................................................................44 EXHIBIT C: PROOF OF LICENSURE............................................................................................45 EXHIBIT D: PROOF OF INSURANCE...........................................................................................46 EXHIBIT E: SAMPLE LETTERS.....................................................................................................47 EXHIBIT F: SAMPLE CALL SCRIPT.............................................................................................48 EXHIBIT G: SAMPLE REPORTS...................................................................................................49 EXHIBIT H: TRAINING INFORMATION........................................................................................50 EXHIBIT I: INSURANCE COLLECTION WORKFLOW...............................................................51 EXHIBIT J: HIPAA POLICY.............................................................................................................52 EXHIBIT K: PCI DSS COMPLIANCE.............................................................................................53 EXHIBIT L: EEO POLICY................................................................................................................54 EXHIBIT M: DRUG -FREE WORKPLACE......................................................................................55 EXHIBIT N: ACA MEMBERSHIP AND CODE OF CONDUCT....................................................56 EXHIBIT O: SOC SUMMARY REPORT.........................................................................................57 EXHIBIT P: COVID-19 POLICY......................................................................................................58 is - I W I 91IN94- 2 1 COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET October 30, 2020 Viviana Giarimoustas Procurement Strategist Procurement Services Division 3295 Tamiami Trail East, Bldg. C-2 Naples, FL 34112 Re: Request for Proposal for Collection Agency Services/RFP No. 20-7814 Dear Ms. Giarimoustas, On behalf of RTR Financial Services, Inc. (RTR), I am pleased to submit this proposal to Collier County, Florida (the County) in response to your Request for Proposal (RFP) for Collection Agency Services. Founded in 1998 on the philosophy of Resolutions with Respect, RTR has extensive experience in healthcare and government collections. Our supervised staff is fully trained in collection laws and the best practices of customer service. We treat your colleagues and citizens with the utmost respect and professionalism. Headquartered in Staten Island, New York, with Florida offices in Orlando, Sanford, and Miami, RTR fully understands the scope of services of this RFP. We affirm our commitment to providing timely, compliant collection services to the County. RTR is a full - service, licensed collection agency with a growing presence in Florida and experience collecting a wide variety of debt types including EMS, healthcare, parking, red light cameras, utilities, taxes, higher education, municipal court debt, and various fines, fees, and other charges. Some of RTR's clients, similar in size and scope to the County, include the City of Orlando, Florida; Seminole County, Florida; Okaloosa, Florida Department of Public Safety; and Hillsborough, Florida Public Utilities, and we have recently been selected by Ormond Beach, Florida for various public water services. Beyond Florida, RTR is the chosen collection agency for the New York City Department of Finance; the City of Lowell, Massachusetts for local taxes; Nassau County's Traffic & Parking Violations Agency; the City of Passaic, New Jersey; the City of Bridgeton, New Jersey; and Edison Township, New Jersey, to name just a few. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET President Robert T. Reilly and Executive Vice President/Chief Operating Officer Robert J. Reilly are the individuals authorized to make representations on behalf of RTR. They can be reached at our corporate headquarters located at 2 Teleport Drive, Staten Island, NY 10311; via telephone at 718-668-2881; or by email at RReilly@rtrfs.com for Robert T. Reilly and RJReilly@rtrfs.com for Robert J. Reilly. Both individuals are authorized to legally bind RTR in this contract. As industry leaders, we are excited about this opportunity and look forward to serving you. If you have any questions, do not hesitate to contact me at 718-668-2881 or via email at RReilly@rtrfs.com. Sincerely, -414 Robert T. Reilly President COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EVALUATION CRITERIA 1. COVER LETTER PROVIDE A COVER LETTER, SIGNED BYAN AUTHORIZED OFFICER OF THE FIRM, INDICATING THE UNDERLYING PHILOSOPHY OF THE FIRM IN PROVIDING THE SERVICES STATED HEREIN. INCLUDE THE NAME(S), TELEPHONE NUMBER(S) AND EMAIL(S) OF THE AUTHORIZED CONTACT PERSON(S) CONCERNING PROPOSAL. SUBMISSION OF A SIGNED PROPOSAL IS VENDOR'S CERTIFICATION THAT THE VENDOR WILL ACCEPT ANYAWARDS AS A RESULT OF THIS RFP. RTR has complied with this requirement. 2. CERTIFIED WOMAN AND/OR MINORITY BUSINESS ENTERPRISE SUBMIT CERTIFICATION WITH THE FLORIDA DEPARTMENT OF MANAGEMENT SERVICE, OFFICE OF SUPPLIER DIVERSITYAS A CERTIFIED WOMAN AND/OR MINORITY BUSINESS ENTERPRISE. RTR is neither a minority -owned nor woman -owned business. 3. BUSINESS PLAIN IN THIS CRITERION, INCLUDE BUT NOT LIMITED TO: DETAILED PLAN OF IMPLEMENTATION AND SET UP INCLUDING MILESTONES. RTR's proposed collection methodology meets all of the County's requirements, and we are prepared to quickly and seamlessly implement a customized program for the County. Below is the technical approach that RTR proposes for the County. • Implementation plan • Intensive scrubs and skiptracing • FDCPA-compliant letter series • Phone campaigns • Flexible payment options • Diligent follow-up • Continued monitoring of daily production • A trained and qualified staff • Call monitoring and internal audits to ensure quality • A library of management reports for the County COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXECUTIVE -LEVEL PROJECT MANAGEMENT RTR has a highly detailed implementation process for painlessly transitioning new clients. Executive Vice President/Chief Operating Officer Robert J. Reilly will lead the RTR implementation team. Robert will be your primary contact throughout this engagement and responsible for the management and implementation of the project. He can be reached by telephone at 718-668-2881, by fax at 718-668-1937, or by email at RJReilly@rtrfs.com. CUSTOMIZED IMPLEMENTATION PLAN FOR THE COUNTY Implementation typically takes about 30 days, following the execution of the contract. The plan lays the groundwork for meeting your needs and expectations for this contract. During implementation, RTR will meet with the County to discuss each department's concerns, requirements, and goals. We will customize system interfaces, workflows, reports, calling scripts, and letters to meet each individual department's needs. The following table shows an overview of our proposed implementation plan. This plan can be customized to meet the County's requirements. Implementation Plan for the County Step Process Day 1 Contract Award Issue notice of award and purchase order if applicable. Initial Meeting with the County We will initiate a phone call with the County to determine work standards. RTR will assemble all relevant personnel (contract Days 2-7 Team Assignments administrator, IT, client services, and accounting). File Layout Mapping Communicate work standards to team. At this time, our IT team begins the data mapping process based on your file layout. Days 8-14 IT/File Testing RTR's IT manager will work with the County to discuss file layout, connectivity plan, and file transfer. Days 8-30 Account Specialist Training Agents are trained in the County's specific work standards. We establish data transfer between the County and RTR, Days 14-25 Initial File Transfer test initial transfer to ensure smooth operation of all processes. Accounts are loaded into our proprietary collection software Days 25-30 Account Placement system. An acknowledgment is sent to the County confirming placement of accounts. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET RECEIPT OF PLACEMENT FILES Upon receipt of each placement file, RTR uploads the data into our collection system. This process occurs within one business day or less. You will receive an acknowledgment letter each time we receive a new file. INITIAL DATA SCRUBS We provide further details about this process in the Skiptrace question below. Briefly, every new placement file is scrubbed against the USPS National Change of Address (NCOA) database to acquire the most recent mailing address on record and to identify cellphone numbers in compliance with the Telephone Consumer Protection Act (TCPA) to ensure that we are in compliance with the TCPA and do not auto -dial cellphone numbers. RTR's Collection Notices are Carefully Worded, MAP Reviewed and FDCPA Compliant. COMMUNICATING WITH YOUR CITIZENS RTR combines FDCPA-compliant letters and phone campaigns to maximize recovery from the moment we receive your first placement file. WRITTEN CORRESPONDENCE Letter strategies are created for each individual client in compliance with the Fair Debt Collection Practices Act (FDCPA) to ensure quality and customer satisfaction. Our letters request payment and advise citizens of their right to dispute the claim in accordance with the guidelines of the FDCPA. Bilingual letters are also used to enhance communication with Spanish speakers. Our letters are intentionally written with subtle, polite language, designed to motivate consumers to satisfy their obligation to you, as this is our first communication with your customers. Please refer to Exhibit E for sample letters. RTR will customize your letters to accommodate the County's requirements, provided the specifications meet FDCPA guidelines. INITIAL LETTER TO CITIZENS Each citizen receives an initial letter immediately upon placement, following the data scrub to COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET ensure that we have the most current address on file. RTR letters are carefully written to ensure compliance with the FDCPA. All letters inform the citizen of the reason for the debt and the amount owed. RTR provides a coupon with each letter to ensure prompt and immediate payment. RTR also offers secure online payment options on our website, https://www.rtrfs.com/pay. Consumers are given the option to pay their account by Visa, MasterCard, Discover, or American Express 24 hours a day, seven days a week, when it is convenient for them. DILIGENT, COMPLIANT TELEPHONE COMMUNICATION Although written communication is important, we consider the letter series a secondary means of collection and make every effort to establish telephone contact with the citizen within the parameters dictated by law. We have found that telephone communication is an invaluable asset in collection recovery, unmatched by any other nonlitigious form of communication. RTR owns and maintains its own predictive dialer system, capable of making up to 1,000 calls per hour, allowing us to make telephone contact with a citizen shortly after account referral. Our highly trained staff of account management specialists works with consumers to impress upon them the importance of a timely acknowledgment and resolution of their accounts. RTR is a member in good standing of ACA International and our collection staff is required to abide by the ACA International Code of Conduct. Please refer to Exhibit N for proof of membership and the Code of Conduct. TELEPHONE INQUIRIES FROM CITIZENS RTR's trained account specialists are available to take citizen calls from Monday to Thursday 9 a.m. to 8 p.m. and Friday and Saturday 9 a.m. to 5 p.m. Hours can be adjusted to accommodate the County. Please note that all outbound calls, including follow-up calls for late or missed payments, are placed within the guidelines and hours of the FDCPA. We typically return calls within one business day, though most calls are returned the same day. Any correspondence, phone contact, or communication with a citizen is documented immediately to expedite appropriate follow-up action. Telephone inquiries received during normal business hours are addressed immediately. Those made outside of the normal workday are automatically recorded and returned during the next business day. EXTENSIVE SKIPTRACING TOOLS FOR COUNTY ACCOUNTS Supported by our state-of-the-art technology, RTR has the tools to quickly and accurately obtain telephone numbers that will supplement the information provided by the County and allow for greater success on collection rates. Our experienced staff of skiptracers works with the most advanced tools in the collections marketplace. We use a variety of the most respected and comprehensive skiptracing tools with COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET electronic access to many of the nation's largest databases, including the following: • Accurint: A service from LexisNexis providing RTR with a direct connection to more than 4 billion current public records • TLOxp: Formerly TLO, now owned by TransUnion, TLOxp supports RTR's extensive skiptracing efforts with powerful tools to locate customers, mitigate fraud, provide identity authentication, and assist in asset recovery. • IdiCORE: With a massive data repository, this tool uses actionable intelligence to support debt recovery, fraud detection and prevention, investigations, due diligence, identity verification, legislative compliance, and more. • TransUnion: Provides recent contact information and supports asset searches • Experian: Provides access to comprehensive contact data on more than 140 million households and 19 million businesses • Equifax: Provides current and comprehensive right -party contacts by leveraging unique proprietary data sources for millions of consumers • Government military information websites: Online searches for citizens actively serving in the military • Professional license search databases: Online searches for citizens who hold professional licenses Other databases include various Departments of Motor Vehicles, real estate records, and a plethora of online business and residential directories. RTR Uses Extensive Skiptracing Methods Tailored to Healthcare and Government Accounts. MULTILINGUAL COMMUNICATIONS To better serve our clients, RTR employs multilingual account representatives who speak the following languages: Albanian, Arabic, Cantonese, Hindi, Italian, Moroccan, Punjabi, Russian, Sinhalese, Spanish, and Urdu. PAYMENT ARRANGEMENTS If citizens state that they cannot make payment in full, we will advise the County and follow COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET predetermined guidelines regarding establishing payment arrangements. Payment arrangement deadlines are monitored by our proprietary receivables software, which will notify our personnel if a payment is missed. We will rely on automatic updates received from the County to determine whether payments are received as promised. Late payment letters are sent and appropriate follow-up action is taken to ensure accounts remain relevant and engaged. NATIONWIDE LITIGATION RTR has a staff of attorneys as well as relationships with qualified attorneys throughout the United States who are members of the ACA Members' Attorney Program (MAP) and litigate in all 50 states. LEGAL SERVICES, IF APPROVED BY THE COUNTY After voluntary efforts to resolve an account have been exhausted, an attorney reviews the account history and asset information to see if litigation is appropriate for the account. As part of our litigation review process, we determine if the citizen has sufficient assets to make litigation worthwhile by searching certain financial and real property databases. If we recommend litigation, we will contact the County with our findings. No further legal action will be taken until we receive the County's written authorization to proceed. RTR never pursues litigation without the County's written permission. We will always provide reasoning for our recommendation for legal pursuit, which may include the following: • If the total amount owed is greater than $2,500 • If the citizen has been located in order to be served with legal notice • If the citizen has adequate attachable assets under state law to cover a major portion of the debt, or enough income that can be garnished (if allowed by the County) to satisfy a major portion of the debt over a reasonable amount of time • If the expected cost of litigation (including attorney fees) does not exceed the amount that can be recovered from the citizen RTR partners with the Jordan Legal Group, a certified woman -owned business located in Miami, Florida. Managing attorney Thasaian Jordan is focused on creditor rights, providing comprehensive consumer and commercial collection solutions to clients. She is admitted to the Bar in the State of Florida, U.S. District Court, Southern District of Florida. If the County agrees to litigation, RTR refers the matter to our local attorney. RTR pays the initial filing fees on behalf of the County to begin the litigation process. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET MONITORING LITIGATION RTR and the law firm monitor the progress of legal accounts within our collection software. Regular reports are run and viewed to ensure that attention is paid to all accounts within the legal process. RTR works closely with our legal team, and our technology is fully integrated to ensure that the agency's and the law firm's records are reconciled. The County will receive a monthly legal status progress report. 24/7 SECURE PAYMENT PORTAL FOR YOUR CITIZENS RTR offers secure, online payment options on our website, https://www.rtrfs.com/pay. Your citizens are given the option to pay their account by Visa, MasterCard, Discover, or American Express, 24 hours a day, seven days a week, when it is convenient for them. 2417 Secure Online Access for Your Citizens and Your Team. 24/7 SECURE ONLINE CLIENT ACCESS Fop, YOUR TEAM RTR's client access system is available 24 hours per day, seven days per week, 365 days per year. The system allows authorized County users to view and/or update the status of accounts at their convenience, including payment postings. Authorized County staff members may take various actions using the system, such as add notes or change codes on accounts in real time. Our client services team and your project manager are available to assist with any technical or other issues that may arise throughout the duration of the contract. READY FOR ANYTHING RTR is not only a supreme collection agency but we are ready to face and rise above the extraordinary challenges of the Covid-19 global pandemic with the sophistication and professionalism that you expect in a collection partner. THE RTR RESPONSE TO THE COVID-19 GLOBAL PANDEMIC At the start of the Covid-19 pandemic, RTR assembled our management team to discuss how COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET to best respond to this challenge. Collection operations are an interpersonal business, not only between the account representative and your constituent but also among our own staff members. While our executives and management team continued to work from home, we also understood that this type of response for our collection team placed the security of client data at risk. When permitted to operate, RTR enacted policies and procedures to protect our staff and your data. We share a summary of some highlights below. All employees are fully aware of and are abiding by our policies and procedures. • Social distancing: We assigned teams to shifts and had each team begin work at staggered intervals. Staff start times are firm, and employees are told to arrive at the entrance no more than five minutes prior to the start of their shift to support social distancing. We have created floor markers for social distancing throughout the facility. • Temperature checks: Every employee has his or her temperature checked upon entry. Anyone who has a temperature over 100.4°F/38.0°C will be sent home. Depending on the employee's job duties and established home network, the employee may be asked to work remotely that day, within strict guidelines for safety and security. RTR is following CDC and HHS guidelines for monitoring body temperature. Employees are prohibited from clocking in before their temperature has been taken. Any employee who disregards this rule will be subject to disciplinary actions, which may include termination. • Policies of shared spaces: New York State law requires that individuals wear a face mask. RTR provides all employees with new masks each week. Masks must be put on prior to entering our facility and leaving the desk. Masks may be removed while speaking on the phone so that communications with constituents are clearly understood. There is a two -person limit in each elevator. Inside the office, social gatherings are prohibited. Social distance is six feet or more between employees. Bathroom facilities are limited to four people at a time and touchless water faucets have been installed. The kitchen facility is limited to two people at a time. All employees are required to wash their hands upon entry. We have added Purell extra -strength hand soap at all sinks. Please refer to Exhibit P for just a few examples of how RTR has responded to the Covid-19 global pandemic, demonstrating that we are ready for anything. INCLUDE WITH THE PLAN OR AS AN ATTACHMENT, A COPY OF A REPORT AS AN EXAMPLE OF WORK PRODUCT. THIS SHOULD BE FOR ONE OF THE COMPANY'S LISTED AS A REFERENCE. RTR has included sample letters in Exhibit E, sample call scripts in Exhibit F, and sample management reports in Exhibit G of this proposal. For security and confidentiality purposes, COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET we never disclose another client's actual reports. All clients are offered the attached samples as a baseline. We then customize and/or create new reports to meet each client's specifications. DESCRIBE HOW YOUR SOLUTION MEETS THE SCOPE OF WORK Following is RTR's response to each item in the Detailed Scope of Work of this RFP. DETAILED SCOPE OF WORK AN UNCOLLECTIBLE ACCOUNT FOR THIS SCOPE IS DEFINED AS ALL OPTIONS OF COLLECTION METHODS HAVE BEEN EXHAUSTED AND NO COLLECTION HAS BEEN MADE. THE DEFINITION OF A NON -DELIVERABLE ACCOUNT IS ALL OPTIONS IN REGARD TO LOCATING A CUSTOMER HAVE BEEN EXHAUSTED SERVICE AND TECHNICAL ASSISTANCE MAY BE REQUESTED SUCH AS DUPLICATE BILLS, DUPLICATE INSURANCE FORMS, CORRESPONDENCE, ETC. TO USE THE AWARDED VENDOR'S SERVICE DURING THIS CONTRACT PERIOD. RTR acknowledges, accepts, and agrees to this requirement. RTR makes every effort to locate and collect every last dollar owed on every account placed with our company. We use a series of letter and phone attempts to contact citizens and impress upon them the importance of fulfilling their financial obligation to the County. Our collection staff is trained in the best practices of customer service and uses polite, professional language and tone when working with your citizens. RTR understands that our work is a reflection of the County and we ensure that our collection efforts help to maintain your good name and reputation. Our experienced staff of skiptracers works with the most advanced tools in the collections marketplace. We use a variety of the most respected and comprehensive skiptracing tools with electronic access to many of the nation's largest databases, including the following: • Accurint: A service from LexisNexis providing RTR with a direct connection to more than 4 billion current public records • TLOxp: Formerly TLO, now owned by TransUnion, TLOxp supports RTR's extensive skiptracing efforts with powerful tools to locate customers, mitigate fraud, provide identity authentication, and assist in asset recovery. • IdiCORE: With a massive data repository, this tool uses actionable intelligence to support debt recovery, fraud detection and prevention, investigations, due diligence, identity verification, legislative compliance, and more. • TransUnion: Provides recent contact information and supports asset searches • Experian: Provides access to comprehensive contact data on more than 140 million households and 19 million businesses 0 Equifax: Provides current and comprehensive right -party contacts by leveraging COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET unique proprietary data sources for millions of consumers • Government military information websites: Online searches for citizens actively serving in the military • Professional license search databases: Online searches for citizens who hold professional licenses Other databases include various Departments of Motor Vehicles, real estate records, and a plethora of online business and residential directories. COLLIER COUNTY IS REQUESTING THAT VENDORS SUBMIT PRICING FOR COLLECTION SERVICES OF UNCOLLECTED ACCOUNT RECEIVABLES. AS A PART OF THIS RFP, THE VENDOR SHALL: • REPORT AND LIST ALL COLLIER COUNTY BILLING WITH ONE OR MORE CREDIT REPORTING AGENCIES. With client approval, RTR reports to TransUnion, Experian, and Equifax. All credit reporting is conducted withing the guidelines of the Fair Credit Reporting Act (FCRA). Because every client has its own unique credit reporting requirements, RTR follows each client's specifications with regard to credit reporting. We will work with the County to ensure that our practice on your behalf follows your specifications. We understand that the County requires a term of seven years until paid and that failure to do so may lead to termination of this contract by Collier County. RTR always follows the guidelines of the FCRA with regard to credit reporting and implements all applicable updates to the law as amended. We will advise the County of any mandates that may affect your specifications. • PROVIDE A WRITTEN IN-DEPTH DESCRIPTION OF METHODS AND COMMUNICATIONS USED IN HANDLING ALL COLLIER COUNTY BILLING ACCOUNTS. Following is a detailed account of the FCDPA- and HIPAA-compliant communication methods that RTR uses in the collection of billing accounts. WRITTEN CORRESPONDENCE Letter strategies are created for each individual client in compliance with the FDCPA to ensure quality and customer satisfaction. Our letters request payment and advise citizens of their right to dispute the claim in accordance with the guidelines of the FDCPA. Bilingual letters are also used to enhance communication with Spanish speakers. Our letters are intentionally written with subtle, polite language, designed to motivate consumers to satisfy their obligation to you, as this is our first communication with your citizen. Please refer to Exhibit E for sample letters for both healthcare and government accounts. RTR will customize your letters to accommodate the County's requirements, provided the COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET specifications meet FDCPA guidelines. FDCPA-COMPLIANT LETTER DESIGN Each citizen receives an initial letter immediately upon placement, following the data scrub to ensure that we have the most current address on file. RTR letters are carefully written to ensure compliance with the FDCPA. All letters inform the citizen of the reason for the debt and the amount owed. RTR provides a coupon with each letter to ensure prompt and immediate payment. RTR also offers secure online payment options on our website, https://www.rtrfs.com/pay. Consumers are given the option to pay their account by Visa, MasterCard, Discover, or American Express 24 hours a day, seven days a week, when it is convenient for them. DILIGENT, COMPLIANT TELEPHONE COMMUNICATION Although written communication is important, we consider the letter series a secondary means of collection and make every effort to establish telephone contact with the citizen within the parameters dictated by law. We have found that telephone communication is an invaluable asset in collection recovery, unmatched by any other nonlitigious form of communication. RTR owns and maintains its own predictive dialer system, capable of making up to 1,000 calls per hour, allowing us to make telephone contact with a citizen shortly after account referral. Our highly trained staff of account management specialists works with consumers to impress upon them the importance of a timely acknowledgment and resolution of their accounts. RTR is a member in good standing of ACA International and our collection staff is required to abide by the ACA International Code of Conduct. Please refer to Exhibit N for proof of membership and the Code of Conduct. TELEPHONE INQUIRIES FROM CITIZENS RTR's trained account specialists are available to answer calls from citizens, Monday to Thursday 9 a.m. to 8 p.m. and Friday and Saturday 9 a.m. to 5 p.m. Hours can be adjusted to accommodate the County. Please note that all outbound calls, including follow-up calls for late or missed payments, are placed within the guidelines and hours of the FDCPA. We typically return calls within one business day, though most calls are returned the same day. Any correspondence, phone contact, or communication with a citizen is documented immediately to expedite appropriate follow-up action. Telephone inquiries received during normal business hours are addressed immediately. Those made outside of the normal workday are automatically recorded and returned during the next business day. COLLIER COUNTY, FLORIDA PUQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET RTR Collectors Communicate with Citizens Using Polite, Professional, Compliant Language. RESOLUTIONS WITH RESPECT At RTR, our philosophy is Resolutions with Respect. RTR understands the sensitive nature of healthcare collections. Our staff is fully trained in the best practices of healthcare customer service and continuously supervised. We treat clients, payers, and patients with the utmost respect and professionalism. We prepare our team members with the skills and information needed to work with payers to resolve accounts. RTR carefully trains and closely supervises our collection staff to keep complaints to a minimum. In the sensitive world of healthcare debt collections, some complaints are inevitable. RTR responds quickly to resolve all patient issues. Telephone inquiries, discrepancies, and complaints received during normal business hours are addressed immediately and escalated as necessary. Those made outside of the normal workday are automatically recorded and returned during the next business day. Any phone contact or communication with a patient is documented immediately to expedite appropriate follow-up action and to provide you with current information. ATRAINED AND SUPERVISED STAFF All RTR collection representatives are trained to adhere to the rules and regulations set forth by all laws that govern our industry. Understanding the tenets of the FDCPA is a cornerstone of our training program. Collection representatives are required to take an exam testing their knowledge of the FDCPA after the first week of training and are required to score 90% or higher to remain in our company's employ. An annual FDCPA refresher course is required for all collection staff members. We stress compliance with these principles throughout the training process and extend this focus to the collection floor through collector monitoring and supervision. Our training sets the standard for expectations for all RTR employees. New collection representatives, regardless of their prior industry experience, participate in the same comprehensive training course. Main topics of FDCPA training include, but are not limited to, the following: 0 Understanding the FDCPA and how to apply the law to our collection efforts COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Verifying that we are speaking with the correct parry • Using scripts to identify ourselves as debt collectors and state the nature of the call • Communicating in polite language that encourages payment HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA) TRAINING Because a significant portion of RTR's business is in healthcare collections, we provide extensive employee training on HIPAA and privacy laws. Employees are trained to never disclose protected health information (PHI) to any individual, subcontractors, or organization unless permitted or as required by law. Only our employees who are required to access PHI in their job function have access to this information. RTR has enacted safeguards to prevent use or disclosure of PHI and monitor the dissemination of information that we use in our normal business operation. Please refer to Exhibit J for a copy of our HIPAA policy and to Exhibit N for our ACA proof of membership and the ACA Code of Conduct. • SUBMIT TO AUDITOR EXAMINATION AND/OR REVIEW PRIOR TO AWARD OF CONTRACT BY COUNTY STAFF OR BY THE COUNTY'S DESIGNEE. RTR acknowledges, accepts, and agrees to this requirement. • A MONTHLY DETAILED ACCOUNT PLACEMENT REPORT SHOULD INCLUDE NAMES, ACCOUNT NUMBER, DATE OF SERVICE AND AMOUNT. RTR acknowledges, accepts, and agrees to this requirement. RTR will provide a monthly detailed account placement report that includes names, account number, date of service, and amount. EXTENSIVE REPORTING CAPABILITIES FOR THE COUNTY RTR maintains an extensive library of standard reports to meet the County's needs. Ensuring that reporting parameters are well defined, we will work with you to determine your reporting requirements before the first report on any new referrals is produced. Reports are typically provided on a monthly basis; however, we will comply with all of the County's specifications, providing reports in any format and frequency that you require. Beyond our library of standard reports, we will produce customized and ad hoc reports to meet any of your ongoing or changing needs. Some of our standard reports include the following: • Acknowledgment Report • Monthly Statement • Account Activity 0 Close and Return COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Change of Address Please refer to Exhibit G for samples of some of our standard reports. • PROVIDE DETAILED REPORTS AS REQUESTED FOR ANNUAL WRITE OFF. RTR acknowledges, accepts, and agrees to this requirement. RTR will provide detailed reports as requested for annual write off. RTR Is An Established Leader In Self -Pay and Insurance Healthcare Collections. • ABILITY TO FILE APPROPRIATE MEDICAL CLAIMS. DEVELOP A WORKING RELATIONSHIP WITH EMS BILLING CONSULTANTAND FOLLOW ESTABLISHED PROCESS FOR CLAIM FILING, ETC. RTR reviews and files medical claims to third -party providers. We look forward to working with the County's EMS billing consultant and following your established processes for filing claims and other aspects of the billing cycle. All follow-up activities needed to ensure insurance claims are paid in accordance with established payer contracts and the patient's coverage. Our service includes, but is not limited to, the following activities: • Submitting billing and/or rebilling requests • Follow-up to ensure timely payment and ensure that all information is complete and accurate • Denial management and remediation • Customer service to answer questions, acquire needed information, and respond to requests for information Following is an overview of RTR's billing processes with regard to medical claims. INSURANCE CLAIM FILING PROCESS Upon referral, RTR's staff reviews each account. To expedite claim time, accounts are automatically grouped by insurance carrier. Our staff obtains additional information the carrier needs from the patient, insured, and/or client. We rebill the account when all requests have been satisfied. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET If the insurance carrier does not respond to our follow-up efforts and/or billing, patients are advised by letter encouraging them to contact the carrier and keep us informed as to their progress. For patients insured by Medicare, there are no patient dunning notices, unless requested by the County. If the claim is rejected, or the balance represents a deductible and/or co-insurance responsibility, we advise the patient accordingly and request payment in full. Please refer to Exhibit I for workflow charts. CLAIMS PROCESSING Special training for our insurance team teaches all of the necessary skills to obtain claims status, verify member eligibility and benefits, determine denial status, read a UB-04 claim form, and understand the Explanation of Benefits (EOB). Topics include, but are not limited to: • Insurance Carriers and Types including Medicare (MCR), Medicaid (MCD), and Commercial Third -Parry Payors • Claims and Claim Statuses • Coordination of Benefits (COB) • Forms of Patient Responsibility including copay, coinsurance, and deductibles • Understanding UB-04 Code Definitions including CPT/HCPCS Code to describe the service, Dates of Service (DOS), Diagnosis Code (DX), Revenue Code (RC), Type of Bill JOB) Please refer to Exhibit H for samples of some of our training materials and Exhibit I for our Insurance Workflow Chart. THIRD -PARTY APPEALS OF DRG DENIALS Appeals of accounts for which reimbursement was denied on Diagnosis Related Group (DRG) or other utilization grounds are prepared by physicians. A physician thoroughly reviews a patient's medical record to determine if an appeal is warranted and, if so, will write an appeal that presents the clinical rationale for the patient's hospitalization. The appeal contains the dates for which reimbursement was denied, detailing pertinent information to substantiate that the services rendered were medically necessary and appropriately provided. Vetted third -parry reimbursement specialists prepare appeals for accounts for which reimbursement was denied on administrative grounds. RTR has contractual relationships with seven physicians in the following specialties: • Surgery • Family medicine COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Internal medicine • Pediatrics • Dermatology If necessary, RTR may retain the services of physicians who specialize in areas of medicine not listed above. Specialists review the account to determine if the reason for the denial is valid and if valid whether there are grounds for an appeal. Administrative appeals detail the errors in the denial or show why an administrative oversight is justifiably excusable. Appeals are submitted by certified mail, return receipt requested. Appropriate follow-up action is taken once the payer's specified response time has expired. THIRD -PARTY APPEALS OF CODING DENIALS Appeals of accounts for which the reimbursement was denied on coding or other administrative grounds are prepared by one of RTR's third -party reimbursement specialists. A specialist reviews the account to determine if the reason for the denial is valid or not and, if valid, to decide if grounds for an appeal may nevertheless exist. An administrative appeal will explain why a denial is erroneous or why a justifiable reason exists to excuse an administrative oversight. EXPERT OVERSIGHT OF APPEALS The appeals process at RTR is managed by Director of Third -Party Inpatient Insurance and Appeals Lawrence Pulver. With more than three decades of healthcare collections experience, Lawrence heads the inpatient insurance claims staff and the insurance appeals department. He oversees all administrative and utilization appeals processing while working closely with RTR's retained physicians to ensure that all appeals are filed accurately and in a timely manner to ensure efficient and maximum payments for our clients. This is one more way in which RTR ensures the best overall value for the County. An industry expert, Lawrence was manager of the insurance department at EE&C Financial Services, Inc. from 1989 until joining RTR in 2002. His collections career began in 1980 as credit manager for Putnam Hospital, which was followed by the role of insurance department manager at Century Credit Services until 1989. • PERMIT AUDITS OF ALL COLLIER COUNTYACCOUNTS, AS REQUESTED, BY COUNTY INTERNAL AND/OR EXTERNAL AUDITORS. RTR acknowledges, accepts, and agrees to this requirement. All accounts that we process on behalf of the County remain the County's property. We welcome audits and account reviews at your request. • ENSURE COLLECTION PRACTICES ARE IN COMPLIANCE WITH THE EQUAL OPPORTUNITY CREDIT ACT, THE FAIR CREDIT BILLING ACT, FAIR DEBT COLLECTION PRACTICES ACT, THE UNIFORM CONSUMER CREDIT CODE AND THE AMERICAN COLLECTORS ASSOCIATION, INC. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET RTR operates in compliance with all federal, state, and local laws, including the Fair Debt Collection Practices Act (FDCPA), the Health Insurance Portability and Accountability Act (HIPAA), the Equal Credit Opportunity Act (ECOA), the Fair Credit Billing Act (FCBA), the Uniform Consumer Credit Code (UCCC), the Telephone Consumer Protection Act (TCPA), the Fair Credit Reporting Act (FCRA), and all other applicable laws. RTR is a member in good standing of the ACA International — the Association of Credit and Collection Professionals, otherwise known as the American Collectors Association, Inc. Our staff is required to abide by the ACA International Code of Conduct. Please refer to Exhibit N for proof of membership and the Code of Conduct. We train and supervise our staff to ensure compliance and exceptional quality for our clients and their citizens. We have never been sanctioned by a regulatory authority. Furthermore, RTR is proud to share that we have earned an A+ rating from the Better Business Bureau (BBB). • AGREE NOT TO ADD, DELETE, OR CHANGE IN ANYWAY, AN ACCOUNT WITHOUT PRIOR WRITTEN AUTHORIZATION FROM THE COUNTY S PROJECT MANAGER OR DESIGNEE. RTR acknowledges, accepts, and agrees to this requirement. It must be stated that throughout the collection process, it is standard practice to acquire new and updated information. This may include new phone or address information, which we will add to the account in our system. We will provide the County with this new information in a monthly report so that you will have the most current contact information on record. • SUBMIT A MONTHLY REPORT OF ALL ACCOUNT BALANCES TO THE COUNTY WHICH IS DUE NO LATER THAN THE FIFTEENTH OF EACH MONTH FOR THE PRIOR MONTHS ACTIVITY. RTR acknowledges, accepts, and agrees to this requirement. RTR will provide a monthly report of all account balances to the County, which is due no later than the 15th of each month for the prior month's activity. Please refer to Exhibit G for samples of some of our standard reports. If this or any report does not meet the County's needs, RTR will gladly customize the report to your specifications and complete satisfaction. • ENSURE THAT COLLIER COUNTYACCOUNTS BE PLACED IN THE CONSUMER'S CREDIT REPORT VIA EQumAX, EXPERIAN AND TRANS UNION FOR THE REQUIRED TERM OF SEVEN (7) YEARS, FILES UNTIL PAID. FAILURE TO DO SO MAY LEAD TO TERMINATION OF THIS CONTRACT BY COLLIER COUNTY. With client approval, RTR reports to TransUnion, Experian, and Equifax. All credit reporting is conducted withing the guidelines of the FCRA. Because every client has its own unique credit reporting requirements, RTR follows each client's specifications with regard to credit reporting. We will work with the County to ensure that our practice on your behalf follows your specifications. We understand that the County requires a term of seven years until paid COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET and that failure to do so may lead to termination of this contract by Collier County. RTR always follows the guidelines of the FCRA with regard to credit reporting and implements all applicable updates to the law as amended. We will advise the County of any mandates that may affect your specifications. • PROVIDE SOFTWARE THAT HAS THE ABILITY TO CHARGE AND TRACK INTEREST ON PAST DUE ACCOUNTS AND PROVIDE ACCURATE REPORTS EACH MONTH SHOWING THE BREAKDOWN OF PAYMENT (PRINCIPAL/INTEREST). EMS BILLING RESOLUTION CHARGES INTEREST ON ACCOUNTS. RTR's collection technology has the ability to charge and track interest on past due accounts and provide accurate reports each month showing the breakdown of payment (Principal/interest). With RTR's State -of -the -Art Technology, Data Transfers and Other Features Are Customized to Your Specifications. STATE-OF-THE-ART TECHNOLOGY Because each client has diverse needs and requirements, it is vital that our technology meets the diverse needs of our extensive client base. RTR's IT infrastructure was built on flexibility so we can optimize results based on each client's needs and requirements. TECHNOLOGY THAT BENEFITS THE COUNTY The County will benefit from RTR's technology, with collection software that offers the following features and benefits: • Provides control over account work standards • Provides flexibility for client customizations • Provides extensive database for records management and retention • Automates functions for follow-up and letter generation based on account conditions • Has customized business rules that enable RTR to proactively manage accounts for productivity, compliance, and results • Provides extensive reporting options to meet varying client needs COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Allows for prioritization of accounts to identify citizens with highest propensity to pay PROPRIETARY COLLECTION TECHNOLOGY ENSURES FLEXIBILITY AND COMPLIANCE RTR's custom -designed collection software was created to track all accounts, recent and aged, within the collection process. Our system was designed to automate workflows; ensure effective and rapid response to changing business conditions; and interface with vital company functions including accounting, reporting, and client services. Major upgrades are planned on an annual basis and budgeted as capital expenses. Regular upgrades such as updates to security software are made throughout the year as needed. PRIMARY SYSTEM FEATURES • Full collection/billing system/legal • Extensive inquiry/update/printing/reporting capability • Disk space for data storage/warehousing • Flexible/custom reporting capability • Payment posting and tracking NETWORK INFRASTRUCTURE Our network infrastructure comprises the following: • High-speed broadband Internet • Cisco firewall, routers, and switches with fiber-optic backbone • Point-to-point VPN/co-location services between Staten Island and Armonk, New York WORKSTATIONS RTR currently has approximately 300-plus Windows workstations, which are updated, upgraded, or replaced as needed. ROBUST TELECOMMUNICATIONS TECHNOLOGY RTR has recently upgraded our telecommunications system to the Avaya IP Office Phone system. This system enables RTR to scale to 1,000 users at a single site or across locations. This system provides seamless call overflow coverage between our Staten Island and Armonk, New York locations. Following are some of the highlights of our telephone system: • Choice of connections: The system supports analog lines, PRIM, and IP-based technologies such as SIP (Session Initiation Protocol) trunking. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Automated attendants: RTR can program up to 40 automated attendants with up to six simultaneous calls, to handle almost any customized situation for our individual clients. • Call recording: Recording of incoming or outgoing calls is built in. RTR can set the frequency of recorded calls (all calls, a percentage of calls) or push a button to record calls on demand. RTR records and monitors all calls. Should a complaint arise, the recording can be reviewed by a manager and addressed promptly. Recording aids in quality assurance, training, and corrective measures. • Call recording archival and retrieval: Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time, and extension number. Recorded files can also be archived to a storage device. Recordings are used for training and quality assurance purposes. • Call center analytics and reporting: Customized reports include elements such as Agent Time Card, Call Details Report, Call Summary Report, Voicemail Report, and more. RTR's In -House IT Team Ensures System Oversight, Security, and Support. OUTBOUND TELEPHONE TECHNOLOGY TO BOOST EFFICIENCY To streamline account recovery, RTR uses a predictive dialing system customized for accounts receivable recovery. Following is an overview of our predictive dialing system: • Maker/type: SpitFire Enterprise predictive dialing system • Up to 1,000 calls per hour • 16 account managers per call run • 32 telephone lines • "Live Voice" detection technology • Full integration to RTR accounts software • Automated answering and third -parry message delivery • Text -to -speech capability for personalized phone messages COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXPERIENCED IN-HOUSE IT TEAM Our team is extremely talented, knowledgeable, and experienced in an expansive variety of systems and platforms. Our capabilities that enable us to optimize results include the following: • Network infrastructure hardware and software design, installation, maintenance, and support • Data mapping/conversion from almost any media/format to any media/format • Mobile and in-house document scanning capabilities • Web -based billing capabilities • Custom programming SECURITY MEASURES TO PROTECT THE COUNTYAND YOUR CITIZENS RTR takes every precaution necessary to ensure the protection of sensitive data. Following is an overview of some of RTR's security measures. RTR has the following data -protecting protocols in place. INFORMATION SECURITY PROTOCOL RTR understands the importance of protecting citizen information and has taken industry - leading measures to ensure security, privacy, and confidentiality with the following actions: • Encrypting Computers: Each and every computer at RTR is encrypted, and the system is set to not allow any flash drives or read or write access. Therefore, no information can be transferred. • Disabling Copy and Paste Functions: RTR's network has disabled the copy and paste function as well as the snipping tool application found in Microsoft Windows. • Encrypting Emails: All external emails with personally identifiable information are encrypted. Clients are required to access a secure email, which can only be accessed via valid email and password set by the client. • Permitting Internal Email Only: All staff members below the management level have internal email capabilities. • Disabling Personal Email: All personal email and webmail access is disabled within the RTR network. This not only allows RTR to keep information on the network but also secures RTR from any virus and malware attacks. • Monitoring Web Navigation: RTR blocks the use of popular sporting, social media, and gaming websites. Our IT team is responsible for reviewing a weekly report listing the top websites utilized by our employees. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Monitoring Printing: Every document sent to a printer is accounted for via the print software RTR has implemented. The network maintains a log of who is printing documents and what is printed. Employees must use a four -digit pin at the printer to retrieve all documents. • Instituting System Audits: RTR's network team audits the system to ensure someone was not accessing more than the normal level of account access or printing. • Immediate Access Removal: Upon termination, an employee's access is immediately removed. Username, email, login, and network access will be disabled. All RTR encryption uses NIST-approved cryptographic modules. Common and recommended ciphers include AES 256, Triple DES, and RSA. Symmetric cryptosystem key lengths must be at least 128 bits. Asymmetric cryptosystem keys must be of a length that yields equivalent strength. RTR's key length requirements will be reviewed annually as part of the yearly security review and upgraded as technology evolves and expires. The use of proprietary encryption algorithms is not allowed for any purpose, unless reviewed by qualified experts outside of the vendor in question and approved by 1nfoSec. RTR Is SOC 2 Type 1 Certified for Controls and Oversight in Place to Protect Your Data. SOC 2 TYPE 1 AUDIT REPORT RTR has completed its SOC 2 Type 1 Audit Report. The audit was conducted by PKF O'Connor Davies (PKFOD), one of the nation's largest accounting, tax, and advisory firms and distinguished as one of the Top 100 Accounting Firms by Account Today. This SOC 2 audit report demonstrates that RTR has the safeguards, controls, and oversight to ensure security, processing integrity, privacy, and confidentiality of our clients' information with regard to: • Oversight of the organization • Vendor management programs 0 Internal corporate governance and risk management processes COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Regulatory oversight Additionally, RTR will provide the County with an SOC 3 report, which is the version of the report intended for broader audiences. The SOC 3 contains the same information as the SOC 2 report, although the report is more condensed to mitigate the risk of exposing confidential information to a broad audience, thereby protecting RTR, our clients, and their citizens. Please refer to Exhibit O for our SOC Summary Report. PASSWORD CONTROL ENSURES SECURITY RTR ensures the confidentiality and security of all clients' data. RTR has the following data - protecting protocols in place. • All server rooms/data centers are locked and accessible to IT or management -level personnel. • A super -user password is known by only two members of the IT department. • Administrator passwords are known by only two members of the IT department. • Passwords are required to be changed regularly. • All staff workstations revert to a locked status and screens are blanked if idle for more than seven minutes. DISASTER RECOVERY AND SYSTEM BACKUPS To ensure data protection and security in the event of a disaster, RTR performs daily network server backups, which encrypt and store data both in-house and at off -site cloud storage facilities. Systemwide backup is performed nightly on all servers. Data is encrypted and backed up locally on appliances in the data center and the server room. The server room is located in the satellite office. Once backup is completed locally, all encrypted data is then duplicated to off -site cloud storage facilities. • Keep all revisions: 10 days • Keep daily revisions: 10 days • Keep weekly revisions: 4 weeks • Keep monthly revisions: 6 months • Keep yearly revisions: 3 years In addition to saving data in cloud storage, RTR has live co -location servers. In the event of the loss of the primary server located in the Staten Island office, RTR has an additional server in its Armonk, New York office. This system was tested during Hurricane Sandy when the co -location server in the Westchester County office assumed primary functionality over the Staten Island server, which had been damaged in the storm. Co -location servers and cloud COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET storage ensured that our clients' data was safe and that work could continue uninterrupted despite the temporary loss of the company's primary server. DATA TRANSMISSION SECURITY RTR uses a secure file transfer protocol (SFTP) platform to transfer client data; however, if this method does not meet your requirements, we will gladly comply with the County's specifications. When electronically transferring data, RTR staff password -protects and encrypts data using the WinZip program. If a client's computer cannot support a WinZip file, data is protected using a password supplied to the client in a separate submission. • SUBMIT AN ANNUAL REPORT OF ALL ACCOUNTS, WHICH HAVE NOT HAD PAYMENT ACTIVITY FOR TWO (2) YEARS. RTR acknowledges, accepts, and agrees to this requirement. RTR will submit an annual report of all accounts that have not had payment activity for two years. • SUBMIT A COPY OF SURETY BONDING, AND ALL REQUIRED LICENSES IN RELATION TO THE BONDING. Please refer to Exhibit D for a copy of RTR's insurance coverage. Please refer to Exhibit C for RTR's Florida license. • PROVIDE A MONTHLY ERROR -FREE BILLING ACCOMPANIED BYA CHECK FOR ALL MONIES COLLECTED BY VENDOR FOR THE PARTICULAR MONTH. RTR acknowledges, accepts, and agrees to this requirement. RTR will provide a monthly error -free billing accompanied by a check for all monies collected for the particular month. • DETAILED REPORTS AND CHECK MUST BE RECEIVED NO LATER THAN THE FIFTEENTH DAY OF EACH MONTH FOR THE PRIOR MONTHS ACTIVITY. RTR acknowledges, accepts, and agrees to this requirement. We affirm that detailed reports and check will be received no later than the 15th day of each month for the prior month's activity. • PROVIDE A WRITTEN ACKNOWLEDGMENT REPORT EACH MONTH SHOWING THE NUMBER OF ACCOUNTS, THE ACCOUNT NUMBERS AND THE AMOUNT PLACED TO RECONCILE WITH BILLING COMPANY. RTR acknowledges, accepts, and agrees to this requirement. It is standard practice that within one business day of receipt of each new placement file, RTR sends an acknowledgment of accounts. This acknowledgment will show the number of accounts, the account numbers, and the amount placed to reconcile. Please refer to Exhibit G for samples of some of our standard reports. If these or any report does not meet with the County's requirements, we will gladly customize these or any report COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET to your specifications and complete satisfaction. • PROVIDE COLLIER COUNTY DEPARTMENTS ACCESS TO ITS WEBSITE AT ALL TIMES TO REVIEW THE STATUS OF THE ACCOUNTS AND PROVIDE PRINTING ACCESS FOR BILLING STATEMENTS. RTR acknowledges, accepts, and agrees to this requirement. 24/7 SECURE ONLINE CLIENT ACCESS RTR's client access system is available 24 hours per day, seven days per week, 365 days per year. The system allows authorized County users to view and/or update the status of accounts at their convenience, including payment postings. Authorized County staff members may take various actions using the system, such as add notes or change codes on accounts in real time. Our client services team and your project manager are available to assist with any technical or other issues that may arise throughout the duration of the contract. • AGREE THAT SHOULD THERE BE NO COLLECTION ACTIVITY WITHIN ONE (1) YEAR AFTER INITIAL PLACEMENT WITHIN AN AGENCY. THE COUNTY RESERVES THE RIGHT TO REMOVE THE ACCOUNT(S) THAT WERE ORIGINALLY PLACED AND OPT TO PLACE THEM IN THE HANDS OF A SEPARATE AGENCY. RTR acknowledges, accepts, and agrees to this requirement. • PROVIDE AN OPTION TO RETURN ACCOUNTS PLACED IN ERROR WHEN REQUESTED BY COUNTY DEPARTMENT STAFF. RTR acknowledges, accepts, and agrees to this requirement. RTR's Security Standards Have Met DSS the PCI DSS Requirements of Our Validated Payment Card Processor, Chase Bank. • COMPLY WITH ALL PCI DATA SECURITY STANDARDS (PCI DSS): WHERE SERVICES INVOLVE THE PROCESSING OF MERCHANT CARD TRANSACTIONS. RTR acknowledges, accepts, and agrees to this requirement. SECURE PAYMENT PROCESSING AND PCI COMPLIANCE RTR does not store credit card information. We abide by the mandates of the Payment Card Industry Data Security Standards (PCI DSS). Our credit card processor, Chase Bank, reviewed RTR's payment processing operation and confirmed that we meet their standards. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET Chase Bank is a global banking institution and a division of JPMorgan Chase & Co., which has over $2.6 trillion in assets. We have included a letter from our representative at Chase bank, Vice President Marc T. Weinberger, in Attachment L. This letter demonstrates that RTR has met Chase's stringent PCI security requirements. The letter states: "Please note Chase bank requires all merchants (regardless of their size or type of payment system) that store, process, transmit or have access to card holder data to be in compliance and protect that data. The PCI standards that RTR Financial Services Inc. had to meet in order to process with Chase Merchant Services are outlined on page 2. " Following is an overview of some of the ways in which RTR ensures the highest level of quality throughout our operation. • PAYMENT CARD INDUSTRY DATA SECURITYAND IF THE VENDOR PROCESSES, TRANSMITS, AND/OR STORES CARDHOLDER DATA IN THE PERFORMANCE OF SERVICES PROVIDED, THEYARE CONSIDERED A "SERVICE PROVIDER" UNDER REQUIREMENT 12.8 OF THE PCI DSS. THE VENDOR SHALL PROVIDE THE COUNTY WITH A WRITTEN AGREEMENT THAT INCLUDES AN ACKNOWLEDGEMENT THAT THE SERVICE PROVIDER IS RESPONSIBLE FOR THE SECURITY OF CARDHOLDER DATA THAT THE SERVICE PROVIDER POSSESSES 12.8.2 FOR THE PCI DSS. UPON AWARD, THE AWARDED VENDOR WILL BE REQUIRED TO COMPLETE AN ASSESSMENT QUESTIONNAIRE TO AFFIRM IT HAS COMPLIED WITH ALL APPLICABLE REQUIREMENTS. VENDOR WILL BE EXPECTED TO SUPPLY THE CURRENT STATUS OF VENDOR'S PCI DSS COMPLIANCE. RTR acknowledges, accepts, and agrees to this requirement. RTR Representatives Are Trained to Abide by HIPAA and Protect Patient Privacy. UNDER THE HEALTH INSURANCE PORTABILITYAND ACCOUNTABILITYACT (HIPAA) OF 1996, VENDOR IS EXPECTED TO ADHERE TO THE SAME STANDARDS AS THE COUNTYAND OTHER HIPAA COVERED ENTITIES REGARDING THE PROTECTION AND NON -AUTHORIZED DISCLOSURE OF PROTECTED HEALTH INFORMATION (PHI). RTR acknowledges, accepts, and agrees to this requirement. HIPAA AND PRIVACY TRAINING RTR is focused on healthcare collections, and we provide extensive employee training on HIPAA and privacy laws. Employees are trained to never disclose protected health information (PHI) to any individual, subcontractors, or organization unless permitted or as required by law. Only our employees who are required to access PHI in their job function COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET have access to this information. RTR has enacted safeguards to prevent use or disclosure of PHI and monitor the dissemination of information that we use in our normal business operation. Please refer to Attachment G for our HIPAA Policy and Attachment H for training information. PERFORMANCE MONITORING FOR QUALITY AND COMPLIANCE RTR has a proactive monitoring program in place, including the review of collector phone calls on a routine, ongoing basis. Supervisory staff reviews a sample of each representative's calls on a weekly basis. The performance, quality, and compliance evaluation results of that review dictate any necessary adjustments to the number of calls reviewed in the future as well as the review time period. Training needs, required disciplinary actions, and appropriate collector commendations are also evaluated as part of the call monitoring program. Managers monitor inventory reports and dashboards on a daily basis and are able to implement adjustments to staffing, dialer workflows, and other processes as needed. Inventories are established in pooled assignments and distributed to the next available representative. RTR records all inbound and outbound calls. Managers listen to live calls, selected at random, for quality control and training purposes. RTR audits every account each agent processes each month, reviewing the following: • Dialer campaign • Manual dialing of cellphone numbers • Incoming calls • Assists other agents as needed • Guarantor, letters of thanks/appreciation • Dollars and number of accounts paid or partially paid • Accounts adjudicated by nonpayment, such as insurance issue or client issue • Percentage of recovery report COLLIER COUNTY WOULD PREFER THE VENDOR HAS THE ABILITY TO FILE INSURANCE CLAIMS. RTR acknowledges, accepts, and agrees to this requirement. RTR has the ability to file insurance claims and provides this service to many of our healthcare clients. RTR reviews and files medical claims to third -party providers. We look forward to working with the County's EMS billing consultant and following your established processes for filing claims and other aspects of the billing cycle. All follow-up activities needed to ensure insurance claims are paid in accordance with established payer contracts and the patient's COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET coverage. Our service includes, but is not limited to, the following activities: • Submitting billing and/or rebilling requests • Follow-up to ensure timely payment and ensure that all information is complete and accurate • Denial management and remediation • Customer service to answer questions, acquire needed information, and respond to requests for information RTR Offers A Competitive Price Package and Value -Added Benefits For The County. 4. COST OF SERVICES TO THE COUNTY PERCENTAGE OF FEE FOR FUNDS COLLECTED 12.75 COMPETITIVE PRICING STRATEGYAND VALUE-ADDED BENEFITS RTR proposes a competitive pricing strategy to best serve the County and help you realize the highest possible returns. Beyond price alone, the County will realize numerous benefits in selecting RTR for this contract including: • RTR offers executive -level project management and oversight with Executive Vice President/Chief Operating Officer Robert J. Reilly as the executive project manager for this contract. • RTR has more than 22 years of successful operations and experience serving healthcare and government accounts • RTR offers time -tested and proven debt collection procedures customized to meet or exceed your recovery goals. • RTR has a team of 250 trained and supervised staff members experienced in government collections. • RTR is committed to maximizing recovery efforts for all accounts, regardless of balance, age, demographics, or other factors. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • RTR offers a detailed implementation plan with timeline to ensure an efficient transition for the County. • RTR's comprehensive collection strategy includes FDCPA-compliant letters and phone campaigns, skiptracing, payment options, and efficient follow-up with citizens. • RTR's uses technology designed for collection and ensures secure, accurate, and efficient account processing. • RTR's staff is trained and experienced and operates within the law to provide your citizens with excellent customer service and good will to maintain your good name and reputation. • RTR is fully capable of meeting all of the requirements of this contract. 5. EXPERIENCE AND CAPACITY OF THE FIRM PROVIDE INFORMATION THAT DOCUMENTS YOUR COMPANY'S QUALIFICATIONS TO PRODUCE THE REQUIRED DELIVERABLES, INCLUDING ABILITIES, CAPACITY, SKILL, AND FINANCIAL STRENGTH, AND NUMBER OF YEARS OF EXPERIENCE IN PROVIDING THE REQUIRED SERVICES. Fully licensed in Florida with an extensive customer base in the region, RTR has the financial strength, stability, and operational capacity to undertake projects of any magnitude. In 2020 we celebrate 22 years of continued, successful business and we commit to not only meet but exceed the County's expectation for this RFP. In 2019 alone, RTR's clients placed over 1.8 million accounts valued at more than $1.6 billion, and RTR collected nearly $700 million for its clients. RTR is a full -service collection agency headquartered in Staten Island, New York. Staffed by a team of 250 qualified individuals and led by a team of experienced industry veterans, RTR is eminently qualified to partner with the County in this contract. RTR is the chosen vendor for the New York City Department of Finance, the New York City Health + Hospitals Corporation, and numerous health systems and government agencies. RTR has a strong foothold in the healthcare industry. Our team is fully trained in all aspects of HIPAA and ensures the utmost confidentiality and security with the County's EMS accounts. A few of our healthcare clients include the following: • Kentucky Medical Services Foundation • Massachusetts Dental Society • Metropolitan Jewish Health System • Mount Sinai Hospital Health Network COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • New York City Health + Hospitals Corporation • New York Presbyterian Health Network • The Northwell Health Network • NYU Langone Health Network • SUNY Stony Brook School of Dental Medicine • SUNY Stony Brook University Hospital • SUNY Upstate Medical University • University of Connecticut Health Center (UCONN Health) • University of Kentucky Hospital Some of our prominent government clients, similar to the County, include the following: • New York City Department of Finance for business excise taxes, red light camera violations, and Environmental Control Board liens • Nassau County Traffic & Parking Violations Agency • Vineland, New Jersey for delinquent fee collections • City of Lowell, Massachusetts for local taxes • Hillsborough County, Florida Public Utilities • Okaloosa, Florida Department of Public Safety • Seminole County, Florida • City of Orlando, Florida • Passaic, New Jersey for Municipal Court debt • Bridgeton, New Jersey for Municipal Court debt • Edison, New Jersey for Municipal Court debt • West Orange, New Jersey for Municipal Court debt DESCRIBE THE VARIOUS TEAM MEMBERS' SUCCESSFUL EXPERIENCE IN WORKING WITH ONE ANOTHER ON PREVIOUS SERVICES. RTR has dedicated Executive Vice President/Chief Operating Officer Robert J. Reilly as the project manager for this contract. Robert will be your primary contact throughout this engagement and responsible for the management and implementation of the project and is readily available for phone conferences and on -site meetings. Robert is located at our corporate headquarters at 2 Teleport Drive, Suite 302, Staten Island, NY 10311. He can be reached by COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET telephone at 718-668-2881 or by email at RJReilly@rtrfs.com. MANAGEMENT TEAM RTR is led by a team of industry veterans with decades of experience providing the guidance, expertise, and leadership necessary for a successful collection agency. This is the same team that serves the references we have provided in this proposal. We encourage you to ask our references about our team and the exemplary service we provide. • Robert T. Reilly, President • Robert J. Reilly, Executive Vice President/Chief Operating Officer and Executive Project Manager for this Contract • Hon. Vito Fossella, Esq., Senior Vice President of Client Services • Louis Kass, Vice President of Client Services • Monique Ortiz, Vice President of Revenue Cycle Operations • Kristina Montuori, Manager of Revenue Cycle Operations • Angela Tooze, Manager of Client Services and Compliance Supervisor • Justine Mendez, Customer Service Manager • Tyisha Lowery, Customer Service Manager • Sara Lee Martinez, Director of Information Technology • Steve Ulanowski, Director of Strategic Application Services • Yuriy Sharabun, Assistant Director of Information Technology • John Trotta, Manager of Information Technology • Christine Jackson, Director of Human Resources • William A. Hecht, Esq., General Counsel and Compliance Officer • Patricia Hecht, Esq., Senior Counsel THE COUNTY REQUESTS THAT THE VENDOR SUBMITS THREE (3) COMPLETED REFERENCE FORMS FROM CLIENTS (DURING THE PAST 5 YEARS) WHOSE PROJECTS ARE OF A SIMILAR NATURE TO THIS SOLICITATION AS A PART OF THEIR PROPOSAL. PROVIDE INFORMATION ON THE PROJECTS COMPLETED BY THE VENDOR THAT BEST REPRESENT PROJECTS OF SIMILAR SIZE, SCOPE AND COMPLEXITY OF THIS PROJECT USING FORM PROVIDED IN FORM 5. VENDORS MAY INCLUDE TWO (2) ADDITIONAL PAGES FOR EACH PROJECT TO ILLUSTRATE ASPECTS OF THE COMPLETED PROJECT THAT PROVIDES THE INFORMATION TO ASSESS THE EXPERIENCE OF THE PROPOSER ON RELEVANT PROJECT WORK RTR has provided completed reference forms in Exhibit B of this proposal. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET 6. SPECIALIZED EXPERTISE OF TEAM MEMBERS DESCRIPTION OF THE PROPOSED CONTRACT TEAM AND THE ROLE TO BE PLAYED BY EACH MEMBER OF THE TEAM. Please see below for the description of the RTR management team that will oversee this contract. ATTACH BRIEF RESUMES OF ALL PROPOSED PROJECT TEAM MEMBERS WHO WILL BE INVOLVED IN THE MANAGEMENT OF THE TOTAL PACKAGE OF SERVICES, AS WELL AS THE DELIVERY OF SPECIFIC SERVICES. RTR is led by a team of industry veterans offering decades of individual experience. Combined, this hands-on team provides RTR staff with the support and guidance needed for success. RTR MANAGEMENT TEAM Following are biographies of RTR's management team. ROBERT T. REILLY, PRESIDENT Robert founded RTR Financial Services, Inc. in 1998 after a lengthy and successful career in accounts receivable management. With a reputation for getting results through effective recovery programs and a staff of industry experts, RTR now provides collection services to some of the largest hospitals and organizations in the New York metropolitan area. Institutions —peerless in ability, scope, and fame —have partnered with RTR to realize healthier financial futures through RTR's unique revenue management solutions services. Robert has been in the collections industry for over 40 years. From 1977 to 1996, he was the office administrator for Margolin & Meltzer, a law firm specializing in healthcare collections. In 1996, he joined EE&C Financial Services, Inc. as vice president of operations, with his responsibilities including oversight of all collection operations. Translating the company's success in healthcare collections to broader markets, Robert is leading RTR's expansion into new asset classes. In 2012, his efforts culminated in signing the Traffic & Parking Violations Agency for Nassau County, Long Island, one of the top 12 wealthiest counties in the nation. In addition, in 2016, RTR began collection work for the New York City Department of Finance. ROBERT J. REILLY, EXECUTIVE VICE PRESIDENT/CHIEF OPERATING OFFICERAND EXECUTIVE PROJECT MANAGER FOR THIS CONTRACT Backed by over a decade of experience in institutional collections, Robert manages the day-to- day operations of the company and is the key liaison between RTR and its clients during transition phases. A major part of his role is ensuring continuous support and open COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET communication with clients, such as working with an IT department to ensure successful data transfers. Robert has played a leadership role in creating RTR's staff training programs and has worked closely with our healthcare clients through their patient account system conversions. Robert has served RTR since 2006. He drives company initiatives for excellence for contracts, compliance, technology, accounting, and administration. HON. VITO FOSSELLA, ESQ,, SENIOR VICE PRESIDENT OF CLIENT SERVICES Vito joined RTR in 2016. A former congressman, Vito Fossella represented the 13th Congressional District located in New York City, in the U.S. House of Representatives from 1997 to 2009. He is focused on fostering new client relationships and ensuring client satisfaction. He works with new partnerships to develop customized solutions that go above and beyond expectations. While in Congress, Vito served on the powerful committees on Energy and Commerce as well as Financial Services. Vito focused extensively on improving and strengthening Medicaid, HMOs, Medicare Part B, child health, hospital construction, mental health, maternal and child healthcare, and the insurance market overall. Prior to Congress, Vito served on the New York City Council, representing Staten Island. Vito was a management consultant for Deloitte and Touche. Vito has a Bachelor of Science degree from the Wharton School of the University of Pennsylvania, a J.D. from Fordham University School of Law, and an Honorary Degree in Law from Wagner College. LOUIS KASS, VICE PRESIDENT OF CLIENT SERVICES Louis joined RTR in 2004. In his role at RTR, he is responsible for ensuring client satisfaction. His responsibilities include the following: • Managing a team of client service representatives to ensure that client requests and inquiries are handled effectively and in a timely manner • Overseeing customizations and client -specific configurations • Running monthly client meetings and addressing issues, concerns, and inquiries He currently has over 15 years' experience with RTR starting from the clerical division then to the healthcare insurance division and now in client services as the vice president. Louis received his Bachelor of Science degree from St. Francis College, New York in business management. MONICZUE ORTIZ, VICE PRESIDENT OF REVENUE CYCLE OPERATIONS Monique joined RTR in 2016. She has more than 20 years of healthcare leadership experience in the hospital revenue cycle including central scheduling, patient access, patient COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET financial services, and health information management, as well as physician practice management and vendor relations. Monique is responsible for the following: • Overseeing all revenue cycle functions of the collection and management of patient service revenue by providing operational oversight of patient access, patient accounting, and health information management departments • Establishing key performance indicators to increase operational productivity and success • Ensuring staff operates in compliance with applicable local, state, and federal regulations • Planning, coordinating, and monitoring all revenue cycle activities to ensure RTR meets client goals • Directing special projects focused on efficiency, productivity, and compliance Monique received her Bachelor of Professional Studies from the New York Institute of Technology and is a member of Healthcare Financial Management Association — Hudson Valley, New York Chapter. ANGELA TOOZE, MANAGER OF CLIENT SERVICES AND COMPLIANCE SUPERVISOR Angela joined RTR in 2009. Throughout her 10 years with RTR she has been an essential part of various departments, which has strengthened her understanding of this business and specifically, our company. Her experience with us has helped prepare her for her role today. She is responsible for the following: • Working closely with company executives on building new client relationships and ensuring satisfaction for existing clients • Working closely with company managers and supervisors on client implementations and projects and ensuring client requests are addressed and requirements are met • Assisting in the review and creation of potential work proposals • Connecting with new/potential clients • Organizing and preparing for company conferences and events • Instrumental in the recruiting process • Instrumental in managing staff training initiatives LAWRENCE PULVER, DIRECTOR OF THIRD -PARTY INPATIENT INSURANCE AND APPEALS Lawrence brings over three decades of healthcare collections experience to his role as director of third -party inpatient insurance and appeals. He heads the inpatient insurance claims staff and the insurance appeals department where he adeptly manages administrative COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET and utilization appeals processing while working closely with RTR's retained physicians. An industry expert, Lawrence was manager of the insurance department at EE&C Financial Services, Inc. from 1989 until joining RTR in 2002. His collections career began in 1980 as credit manager for Putnam Hospital, which was followed by the role of insurance department manager at Century Credit Services until 1989. KRISTINA MONTUORI, MANAGER OF REVENUE CYCLE OPERATIONS Kristina joined RTR in 2014. She oversees the accounts receivable department and has a staff of nine. Kristina is responsible for the following: • Ensuring correct cash collections from the insurance carrier based on contract analysis • Monitoring trends with the intent of increasing profit; generating high reimbursement rates and a low level of denials • Creating strategies with specific objectives to reach goals • Preparing and reviewing reports • Communicating with the client and other departments • Knowledge of the overall department function SARANDA POCESTA, MANAGER OF OUTPATIENT REVENUE CYCLE Saranda has been with RTR since 2011. She manages commercial payers and managed care plans and oversees the coding department. She is a 2011 graduate of the College of Staten Island and holds a bachelor's degree in business marketing. She is responsible for the following: • Supervising the daily operations of three supervisors and 17-plus employees • Preparing and analyzing accounts receivable reports and weekly and monthly financial reports • Overseeing clients' monthly, quarterly, and yearly goals and representing RTR on a monthly basis to discuss AR trends and goals • Under the direction of the VP, developing department objectives and performance goals • Monitoring work performance to determine staff resource utilization • Establishing work performance standards and adjusting staffing levels as needed AZMAT SHIRAZI, MANAGER OF INPATIENT DENIALS Azmat joined RTR in 2005 and oversees the API and EPC appeals unit and has a staff of six. She is responsible for the following: COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Assigning cases to the doctors, monitoring weekly reports, following up with doctors to ensure timely write-ups, and delegating and assigning work to staff • Handing appeal submissions to insurance carriers including external appeals, formal appeals, RAC appeals, IPRO, second -level appeals, administrative appeals, and psych appeals • Managing employee quarterly bonus and yearly raise reviews • Administering daily referral files for loading Prior to promotion to her current position, Azmat was clerical supervisor at RTR, where she was responsible for the clerical unit. Prior to joining RTR, Azmat was an accounts receivable analyst at AT&T, where she was responsible for account reconciliations, processing credit card payments, assisting with month -end closing, and researching and resolving payment discrepancies. Azmat is a 1994 graduate of the University of Karachi and holds a Bachelor of Arts degree. She received her business associate degree from the College of Staten Island in 2003. VINCENT KASS, MANAGER OF REVENUE CYCLE OPERATIONS Vincent has been with RTR since 2008 and has over 10 years of job -specific experience. Vincent is extremely knowledgeable in patient account systems and manages the Government Medicaid Managed Care team. He oversees carriers that include Affinity Healthcare, Empire BCBS HealthPlus, MetroPlus Health Plan, Healthfirst, and WellCare health plans. He currently has a staff of two supervisors and 12 follow-up specialists. Vincent's responsibilities include the following: • Overseeing accounts receivable to determine if all claims are being worked appropriately and in a timely manner • Ensuring RTR meets client goals in collection of payments on claims • Representing RTR at monthly client meetings • Addressing questions, concerns, and issues with clients' portfolios TIFFANY SPINELLI, MANAGER OF No FAULT /WORKERS' COMPENSATION Tiffany joined RTR in 2009. Tiffany is responsible for the following: • Running biweekly staff meetings, including putting together an agenda prior to meetings • Tracking/monitoring each representative's workflow progress in accordance with RTR, client, and industry standards • Training new employees • Monitoring work queues to ensure maximum efficiencies and recovery efforts COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Communicating with management, legal team, clients, and RTR staff • Conducting annual reviews • Participating in client conference calls and meetings JUSTINE MENDEZ, CUSTOMER SERVICE MANAGER FOR SELF -PAY Justine joined RTR in 2003. She and Tyisha Lowery jointly oversee and manage the Customer Service Department and have a staff of 30. Justine is responsible for the following: • Monitoring and managing various project processes on a day-to-day basis • Hiring, terminating, and managing customer service representatives • Managing and handling all aspects of RTR's SpitFire automated dialer system including managing multiple concurrent dialer campaigns • Analyzing daily progress reports and providing periodic updates to management and others • Responding to and resolving customer inquiries and issues with the "Resolutions with Respect" approach • Training staff to effectively resolve customer inquiries and issues • Training, instructing, and monitoring customer service representatives on all aspects of skiptracing and locating account debtors while ensuring that they fully comply with all state, federal, and local laws and regulations TYISHA LOWERY, CUSTOMER SERVICE MANAGER FOR SELF -PAY Tyisha joined RTR in 2003. She and Justine Mendez jointly oversee and manage the Customer Service Department and have a staff of 30. Tyisha is responsible for the following: • Monitoring and managing various project processes on a day-to-day basis • Hiring, terminating, and managing customer service representatives • Managing and handling all aspects of RTR's SpitFire automated dialer system including managing multiple concurrent dialer campaigns • Analyzing daily progress reports and providing periodic updates to management • Responding to and resolving customer inquiries and issues with the "Resolutions with Respect" approach • Training staff to effectively resolve customer inquiries and issues • Training, instructing, and monitoring customer service representatives on all aspects of skiptracing and locating account debtors while ensuring that they fully comply with all COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET state, federal, and local laws and regulations SARA LEE MARTINEZ, DIRECTOR OF INFORMATION TECHNOLOGY Sara Lee joined RTR in 2003 and has more than 21 years of experience in the information technology arena. Sara Lee's responsibilities include the following: • Managing the IT staff • Overseeing the implementation of client interfaces to RTR's technology • Overseeing all aspects of access, security, and permissions to RTR's collection system and network • Working with company stakeholders to develop innovative solutions to ensure productivity, compliance, and efficiency in RTR's operation • Acting as a key asset in interfacing with clients Sara Lee's experience includes database management including Visual Basic, network management and security, and multiple platforms including Microsoft, Unix/Linux, as well as end -user applications including Microsoft Office, as well as RTR's Zortec system. Prior to joining RTR, Sara worked for Eltman, Eltman & Cooper, P.C. as assistant director of information technology from 1998 to 2003. STEVE ULANOWSKI, DIRECTOR OF STRATEGIC APPLICATION SERVICES Steve is an IT professional with 36 years of experience in the full life cycle of mainframe, client -server, and web applications in the banking and financial services industries. He has extensive experience with VB.NET, C#.NET, Oracle, and MS SQL Server stored procedures and the MS Office suite including Excel, PowerPoint, and Word VBA. Steve is responsible for the following: • Analyzing and designing the company's proprietary collection system • Designing, coding, and implementing upgrades and improvements to company systems • Handling strategic decisions and implementations for technology interfaces, customizations, and transmissions associated with this contract Steve holds a Bachelor of Business Administration degree in computer systems from Baruch College (CUNY). YURIY SHARABUN, ASSISTANT DIRECTOR OF INFORMATION TECHNOLOGY Yuriy assists Sara Lee Martinez with workload in most areas of the department. He will handle all of the technology interfaces, customizations, and transmissions associated with this contract. Yuriy's responsibilities include the following: COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET • Developing, implementing, and supporting interfaces of client data files • Troubleshooting and resolving interface issues • Providing technical support for clients with regard to data transmission, connectivity, and file retrieval From 1998 to 2004, Yuriy was a system analyst at Eltman, Eltman & Cooper, P.C., and since 2005 he has been a system analyst at RTR. Yuriy holds a Master of Science degree in applied mathematics. JOHN TROTTA, MANAGER OF INFORMATION TECHNOLOGY John joined RTR in 2008. He oversees the IT department and has a staff of two hardware and software specialists. His responsibilities include the following: • Managing all RTR servers and desktops and ensuring software updates, security releases, and patches are applied • Granting and revoking system access to RTR staff • Overseeing the RTR help desk and ensuring that service requests are addressed and completed in a timely manner • Maintaining and optimizing server for stability and efficiency CHRISTINE JACKSON, DIRECTOR OF HUMAN RESOURCES Christine joined RTR in 2009. She oversees the Human Resources Department and has a staff of one. She is responsible for the following: • Hiring and on -boarding • Maintaining personnel files • Processing payroll • Employee engagement and retention • Developing and implementing company policies Prior to promotion to her current position, Christine was assistant to the vice president at RTR, responsible for assisting with payroll and HR-related items as well as assisting the vice president. Before joining RTR, Christine was bookkeeper/office manager at Digital Edge where she was responsible for bookkeeping, managing the office, and assisting C-level executives. Christine is currently pursuing a Bachelor of Science degree in psychology at the College of Staten Island. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET WILLIAM A. HECHT, ESOP, GENERAL COUNSEL Bill received his Bachelor of Arts degree, cum laude, from Ohio University and went on to receive a Juris Doctor degree from the University of Toledo College of Law in 1982. He joined Eltman, Eltman & Cooper, P.C. in 1984 and was managing attorney within two years. He was a partner in the firm from 1990 until 2002, when he started his own practice, William A. Hecht, P.C., specializing in consumer and insurance collections for healthcare providers. William was admitted to the New York State Bar in 1983, the New Jersey State Bar in 1985, and the Pennsylvania State Bar in 1990. He is also admitted to the U.S. District Court, Southern and Eastern Districts of New York, and the District of New Jersey. He is a member of the New York State Bar Association, the ACA International's Members' Attorney Program, and the New York Chapter of the Healthcare Financial Management Association. PATRICIA HECHT, ESOP. SENIOR COUNSEL Patricia received her Bachelor of Arts degree in 1975 from the University of Illinois, Champaign -Urbana, where she was a James Scholar and elected to the honor society Phi Kappa Phi. She earned her Juris Doctor degree from Villanova University School of Law in 1992. Patricia was an associate at Eltman, Eltman & Cooper, P.C. from 1998 until 2002. She joined William A. Hecht, P.C. in 2002. Patricia was admitted to the Pennsylvania bar in 1992, the New Jersey bar in 1995, and the New York bar in 1999. She is also admitted to the U.S. District Court, Southern and Eastern Districts of New York. Prior to her law career, Patricia earned a Bachelor of Science degree in nursing in 1979 from St. Louis University, where she was elected to Sigma Theta Tau. She worked for 15 years as a registered nurse in a variety of clinical areas at government, university, and community hospitals. ATTACH RESUMES OF ANY SUB -VENDORS AND ATTACH LETTERS OF INTENT FROM STATED SUB - VENDORS MUST BE INCLUDED WITH PROPOSAL SUBMISSION. RTR does not subcontract, outsource, or nearsource collection activities unless contractually required to do so. 7. LOCAL VENDOR PREFERENCE LOCAL BUSINESS IS DEFINED AS THE VENDOR HAVING A CURRENT BUSINESS TAX RECEIPT ISSUED BY THE COLLIER OR LEE COUNTY TAX COLLECTOR PRIOR TO PROPOSAL SUBMISSION TO DO BUSINESS WITHIN COLLIER COUNTY, AND THAT IDENTIFIES THE BUSINESS WITH A PERMANENT PHYSICAL BUSINESS ADDRESS LOCATED WITHIN THE LIMITS OF COLLIER OR LEE COUNTY FROM WHICH THE VENDOR'S STAFF OPERATES AND PERFORMS BUSINESS IN AN AREA ZONED FOR THE CONDUCT OF SUCH BUSINESS. RTR is not located in Lee or Collier counties. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT A: PROOF OF RECEIPT OF ADDENDA Question and Answers for Bid #20-7814 - Collection Agency Services Overall Bid Questions Question 1 Will there be a virtual option for the Pre -Solicitation conference on the 27th? (Submitted: Oct 9, 2020 12:50:46 PM EDT) Answer edit 11 • No, this is an optional meeting at the address listed in the solicitation. (Answered: Oct 9, 2020 12:53:06 PM EDT) Question 2 Total number of accounts and dollar amount submitted for collections during the previous year? (Submitted: Oct 13, 202010:02:50 AM EDT) Answer edit U • 8,745 accounts with a dollar amount of $5,572,846. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 3 Total number of accounts and dollar amount collected on accounts during the previous year? (Submitted: Oct 13, 2020 10:03:21 AM EDT) Answer edit U • 763 accounts and dollar amount totaled $159,407. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 4 What is the average balance of accounts by category? (Submitted: Oct 13, 2020 10:03:48 AM EDT) Answer edit [D • Average balance amounts vary from $30 - $672. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 5 What is the average age of accounts at placement? (Submitted: Oct 13, 2020 10:04:14 AM EDT) edit Answer Anywhere from 3 months to 3 years. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 6 Please provide any historical success rate data from your current vendor for each of the departments listed in this RFP. (Submitted: Oct 13, 202010:04:48 AM EDT) Answer edit 11 • Current vendor collection percentage is around 3%. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 7 What actual dollars were paid last year, or last quarter to any incumbent(s)? (Submitted: Oct 13, 2020 10:07:32 AM EDT) Answer edit � • Collection Agency payment is based on a commission of what is collected. Last year commission fees totaled roughly $25,000. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 8 What has been the historical rate of return? (Submitted: Oct 13, 2020 10:07:55 AM EDT) Answer edit U1 3% (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 9 Will accounts assigned to your previous vendor be transferred to a new vendor upon award or will they remain with the previous vendor? (Submitted: Oct 13, 2020 10:08:25 AM EDT) Answer Yes. (Answered: Oct 13, 2020 3:41:14 PM EDT) edit 2 Question 10 What is the total dollar value of accounts available for placement now by category? (Submitted: Oct 13, 202010:08:48 AM EDT) edit Answer There is no set category, the total value for accounts currently is $2,819,255. (Answered: Oct 15, 2020 11:11:44 AM EDT) Question 11 Does the creditor generally take back accounts after a fixed time period? If so, when? (Submitted: Oct 13, 202010:09:14 AM EDT) Answer No unless collection company cannot file insurance claims than the edit account is returned back to the billing vendor for filing as long as the account is within the filing time. If the new collection company can file insurance claims then account will remain with them. (Answered: Oct 13, 2020 3:41:14 PM EDT) Question 12 Are you currently using an outside vendor for non -delinquent billing? If so, who? (Submitted: Oct 15, 2020 1:57:42 PM EDT) Answer Yes, Digitech. (Answered: Oct 22, 2020 3:51:57 PM EDT) Question 13 Regarding form 6, we believe we are N/A. Where can we get the form to determine if it is needed? edit 3 Form 6: Grant Provisions and Assurances package in its entirety, if applicable, are executed and should be included with your submittal. All forms must be executed, or you MAY be DEEMED NON -RESPONSIVE (Submitted: Oct 22, 2020 2:07:02 PM edit EDT) Answer This does not apply to this solicitation. (Answered: Oct 22, 2020 2:44:51 PM EDT) Question 14 Can we request a list of who submitted after the opening? (Submitted: Oct 27, 2020 10:00:42 AM EDT) edit Answer Yes (Answered: Oct 27, 2020 10:00:53 AM EDT) Question Deadline: Oct 28, 2020 5:00:00 PM EDT Print Close COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT B: PROPOSAL FORMS tC; o Yer C014ftty Administrative Services Department Procurement Services Division Form 1: Vendor Declaration Statement BOARD OF COUNTY COMMISSIONERS Collier County Government Complex Naples, Florida 34112 Dear Commissioners: The undersigned, as Vendor declares that this response is made without connection or arrangement with any other person and this proposal is in every respect fair and made in good faith, without collusion or fraud. The Vendor hereby declares the instructions, purchase order terms and conditions, requirements, and specifications/scope of work of this solicitation have been fully examined and accepted. The Vendor agrees, if this solicitation submittal is accepted by Collier County, to accept a Purchase Order as a form of a formal contract or to execute a Collier County formal contract for purposes of establishing a contractual relationship between the Vendor and Collier County, for the performance of all requirements to which this solicitation pertains. The Vendor states that the submitted is based upon the documents listed by the above referenced solicitation. The Vendor agrees to comply with the requirements in accordance with the terms, conditions and specifications denoted herein and according to the pricing submitted as a part of the Vendor's bids. Further, the Vendor agrees that if awarded a contract for these goods and/or services, the Vendor will not be eligible to compete, submit a proposal, be awarded, or perform as a sub -vendor for any future associated work that is a result of this awarded contract. IN WITNESS WHEREOF, WE have hereunto subscribed our names on this 2,01$4'- day of c6pbZ( _, 2020 in the County of in the State of 61Q,�,, `{ (C Firm's Legal Name: 1Q I1� Address: �14r1ec� �.lvi'JL$ �lL . 2—^ L¢(e port �/L`,U , City, State, Zip Code: St� —L& ( Q7 1 p 3 11 Florida Certificate of Authority Document Number Federal Tax Identification Number *CCR # or CAGE Code *Only if Grant Funded CG A 99® 3�ha, 13 — y-o32(01 q Telephone: QJS ^) (aGS— 222-1 Email: Signature by: (Typed and written) Title: NICHOLAPATRICE DAVIDSON `. A,1 Notary Public, State of New York ` No.01DA6 Qualified in lire Commission Expires November 1, 20 Additional Contact Information Send payments to: (required if different from Company name used as payee above) _ Contact name: ( `� Title: Address: Z —L&a Do r'I" � k re -bL 302 City, State, ZIP .5' -�lanr 1J'I to311 Telephone: 1� l� 1 �,�g _ 2 �s I Email: (�a� l C" rj' . Co en Office servicing Collier J,C g e„`p— Q 1LL!2 o County to place orders (required if different from above) Contact name: Title: Address: City, State, ZIP Telephone: Email: Co ier County Admin�sr the Services Department Procurement Services Division Form 2: Conflict of Interest Certification Affidavit The Vendor certifies that, to the best of its knowledge and belief, the past and current work on any Collier County project affiliated with this solicitation does not pose an organizational conflict as described by one of the three categories below: Biased ground rules - The firm has not set the "ground rules" for affiliated past or current Collier County project identified above (e.g., writing a procurement's statement of work, specifications, or performing systems engineering and technical direction for the procurement) which appears to skew the competition in favor of my firm. Impaired objectivity - The firm has not performed work on an affiliated past or current Collier County project identified above to evaluate proposals / past performance of itself or a competitor, which calls into question the contractor's ability to render impartial advice to the government. Unequal access to information - The firm has not had access to nonpublic information as part of its performance of a Collier County project identified above which may have provided the contractor (or an affiliate) with an unfair competitive advantage in current or future solicitations and contracts. In addition to this signed affidavit, the contractor / vendor must provide the following: 1. All documents produced as a result of the work completed in the past or currently being worked on for the above -mentioned project; and, 2. Indicate if the information produced was obtained as a matter of public record (in the "sunshine") or through non-public (not in the "sunshine") conversation (s), meeting(s), document(s) and/or other means. Failure to disclose all material or having an organizational conflict in one or more of the three categories above be identified, may result in the disqualification for future solicitations affiliated with the above referenced project(s). By the signature below, the firm (employees, officers and/or agents) certifies, and hereby discloses, that, to the best of their knowledge and belief, all relevant facts concerning past, present, or currently planned interest or activity (financial, contractual, organizational, or otherwise) which relates to the project identified above has been fully disclosed and does not pose an organizational conflict. State of 9 A z `t oc4c_ County of[?b�${-1Qf The foregoing instrument was acknowledged bet of Octclee (month), Lo?..o (year), by Personally Known OR Prednee44dvntWtcatiQw Type of Identification Produced Comp Name Signature Print Name and Title e by means of; Zak(,-, (name presence or ❑ online notarization, this 2_10- day F.ak(,-, (name of person acknowledging). (Signature of Notary Public - State of Florida) (Print, Type, or Stamp Commissioned Name of Notary Public) NICHOLA PATRICr DAVIDSON Notary Public, State of New York i No.01DARove!be�erl, Qualified in Commission Expires 20t C© aer (Z;07414ty Administrative Services Department Procurement Services Division Form 3: Immigration Affidavit Certification This Affidavit is required and should be signed, by an authorized principal of the firm and submitted with formal solicitation submittals. Further, Vendors are required to be enrolled in the E-Verify program (https://www.e-verify.gov/), at the time of the submission of the Vendor's proposal/bid. Acceptable evidence of your enrollment consists of a copy of the properly completed E- Verify Company Profile page or a copy of the fully executed E-Verify Memorandum of Understanding for the company which will be produced at the time of the submission of the vendor's proposal/bid or within five (S) day of the County's Notice of Recommend Award. FAILURE TO EXECUTE THIS AFFIDAVIT CERTIFICATION AND SUBMIT WITH VENDOR'S PROPOSAL/BID MAY DEEM THE VENDOR'S AS NON -RESPONSIVE. Collier County will not intentionally award County contracts to any Vendor who knowingly employs unauthorized alien workers, constituting a violation of the employment provision contained in 8 U.S.C. Section 1324 a(e) Section 274A(e) of the Immigration and Nationality Act ("INA"). Collier County may consider the employment by any Vendor of unauthorized aliens a violation of Section 274A (e) of the INA. Such Violation by the recipient of the Employment Provisions contained in Section 274A (e) of the INA shall be grounds for unilateral termination of the contract by Collier County. Vendor attests that they are fully compliant with all applicable immigration laws (specifically to the 1986 Immigration Act and subsequent Amendment(s)) and agrees to comply with the provisions of the Memorandum of Understanding with E-Verify and to provide proof of enrollment in The Employment Eligibility Verification System (E-Verify), operated by the Department of Homeland Security in partnership with the Social Security Administration at the time of submission of the Vendor's proposal/bid. �Zr? l t'nan u�i ►y 1 rt�. y Name Signature Print Name and Title State of 40r-L_— Countyof &Y Qj&0rr The foregoing instrument was acknowledged before me by means of physical presence or ❑ online notarization, this Zo�J4_ day of Oc:( bp6ar (month), _(year), by Z1 92WA 1. 1J.a �L (name of person acknowledging). (Signature of Notary Public - State of Florida) Personally Known Type of Identification Produced (Print, Type, or Stamp Commissioned Name of Notary Public) NICHOLA PATRICE DAVIDSON Notary Public, State of New York No.01DA6 06i Qualified in�"` Commission Expires November 1, 2,n-?.� Collier county Administrative Senric es Department Flm?Lurement Serviacs Dnvision Form 4: Vendor Submittal — Local Vendor Preference Certification (Check Appropriate Boxes Below) State of Florida (Select County if Vendor is described as a Local Business) ❑ Collier County ❑ Lee County Vendor affirms that it is a local business as defined by the Procurement Ordinance of the Collier County Board of County Commissioners and the Regulations Thereto. As defined in Section Fifteen of the Collier County Procurement Ordinance: Local business means the vendor has a current Business Tax Receipt issued by the Collier County Tax Collector prior to bid or proposal submission to do business within Collier County, and that identifies the business with a permanent physical business address located within the limits of Collier County from which the vendor's staff operates and performs business in an area zoned for the conduct of such business. A Post Office Box or a facility that receives mail, or a non -permanent structure such as a construction trailer, storage shed, or other non -permanent structure shall not be used for the purpose of establishing said physical address. In addition to the foregoing, a vendor shall not be considered a "local business" unless it contributes to the economic development and well-being of Collier County in a verifiable and measurable way. This may include, but not be limited to, the retention and expansion of employment opportunities, support and increase to the County's tax base, and residency of employees and principals of the business within Collier County. Vendors shall affirm in writing their compliance with the foregoing at the time of submitting their bid or proposal to be eligible for consideration as a "local business" under this section. A vendor who misrepresents the Local Preference status of its firm in a proposal or bid submitted to the County will lose the privilege to claim Local Preference status for a period of up to one year under this section. Vendor must complete the following information: Year Business Established in ❑Collier County or ❑ Lee County: —1Q41S Number of Employees (Including Owner(s) or Corporate Officers):2_<-0 _ Number of Employees Living in ❑ Collier County or ❑ Lee (Including Owner(s) or Corporate Officers): p If requested by the County, Vendor will be required to provide documentation substantiating the information given in this certification. Failure to do so will result in vendor's submission being deemed not applicable. Sign and Date Certification: Under penalties of perjyM I certify that the information shown on this form is correct to my knowledge. Company Name: Z T 2 1 i A an Zcd _' V t C. J^c - Address in Collier or Lee Date: 10 2 9 2.7 Signature: /� � Title: Xx_ '"Pc%l. e17— - INSURANCE AND BONDING REC}UIREMENTS insurance / Bond Type Required Limits 1. ® Worker's Compensation Statutory Limits off Florida Statutes, Chapter 440 and all Federal Government Statutory Limits and Requirements Evidence of Workers' Compensation coverage or a Certificate of Exemption issued by the State of Florida is required. Entities that are formed as Sole Proprietorships shall not be required to provide a proof of exemption. An application fir exemption can be obtained online at i�at a:::a s.tldf-s.catn,b�irtie�aa l 2. ® Employer's Liability $_1,000,000 single limit per occurrence 3. ® Commercial General Bodily Injury and Property Damage Liability (Occurrence Form) patterned after the current $_1,000,0011 single limit per occurrence, $2,000,000 aggregate for Bodily lujury iSO Limn Liability and Property Damage Liability. This shall include Premises and Operations; Independent Contractors; Products and Completed Operations and Contractual Liability. 4. ® Indemnification To the maximum extent permitted by Florida law, the Contractor/Vendor shall defend, indemnify and hold harmless Collier County, its officers and employees from any and all liabilities, damages, losses and costs, including, but not limited to, reasonable attorneys' fees and paralegals' fees, to the extent caused by the negligence, recklessness, or intentionally wrongful conduct of the Contractor/ Vendor or anyone employed or utilized by the ContractorNendor in the performance of this Agreement. .5. ® Automobile Liability $ 500,100— Each Occurrence; Bodily injury & Property Damage. Owned/Non-owned/Hired; Automobile included G. ® Other insurance as noted: ® Cyber Liability $1,000,000 Per Occurrence ® Technology Errors & Omissions $1,000,000 Per Occurrence 7. ❑ Bid bond Shall be submittal with proposal response in the loran of certified finds, cashiers' check or an irrevocable letter of credit, a cash bond posted with the County Clerk, or proposal bond in a sum equal to 5%, of the cost proposal. All checks shall be made payable to the Collier County. Board of County Commissioners on a bank or trust company located in the State of lIorida and insured by the Federal Deposit insurance Corporation. 8. ❑ Performance and Payment For projects in excess of $200,000, bonds shall be submitted with the executed Bonds contract by Proposers receiving award, and written for 100% of the Contract award amount, the cost borne by the Proposer receiving an award. The Performance and Payment Bonds shall be underwritten by a surety authorized to do business in the State of Florida and otherwise acceptable to Owner; provided, however, the surety shall be rated as "A-" or better as to general policy holders rating and Class V or higher rating as to financial size category and the amount required shall not exceed 5% of the reported policy holders' surplus, all is reported in the must current Best Key Rating Guide, published by A.M. Best Company, Inc. of 75 Fulton Street, New York, New York 1.0038. 9. ® Vendor shall ensure that all subcontractors comply with the same insurance requirements that he is required to meet. The same Vendor shall provide County with certificates of insurance meeting the required insurance provisions. 10. ® Collier County must be named as "ADDITIONAL INSURED" on the Insurance Certificate 14 Commercial General Liability where required. "Phis insurance shall be primary and non-contributory with respect to any other insurance maintained by, or available for the benefit of', the Additional Insured and the Vendor's policy shall be endorsed accordingly. 11. ® The Certificate Holder shall be named as Collier County Board of County Commissioners, OR, Board of County Commissioners in Collier County, OR Collier County Government, Olt Collier County. The Certificates of Insurance must state the Contract Number, or Project Number, or specific Pruiect description, or must read: For any and all work perlimned on behalf of Collier County. 12. M On all certificates, the Certificate Holder must read: Collier County Board of County Commissioners, 3295 Tamiami Trail East, Naples, FL 341 12 13. ® Thirty (30) Days Cancellation Notice required. 14. Collier County shall procure and maintain Builders Risk Insurance on all construction proiects where it is deemed necessarv. Such coverage shall be endorsed to cover the interests of Collier County as well as the Contractor. Premiums shall be billed to the project and the Contractor shall not include Builders Risk premiums in its pr( ject proposal or project billings. All questions regarding Builder's Risk Insurance will be addressed by the Collier County Risk Management Division. 9/14/20 - CC Vendor's Insurance Statement We understand the insurance requirements ofthese specifications and that the evidence of insurability may be required within five (5) days of the award of this solicitation. The insur nce submitted must provide coverage fora minimum of six (6) months from the date of award. Name of Firm _RTR Financial Services, Inc Date 11/3/20 Vendor Signature Print Name Roberfi T. Re,i. Insurance Agency RPM_Insurance-Agenq Agent Name Robert S Danjs b w ki Telephone Number (718) 761-8900 Insurance Agency Integrity First Insurance, Inc. Agent Name Donna Talbott Telephone Number (770) 587-4595 . �#I'W' rMaul WifflawAlex-TIFILIM" Solicitation: 4W- 76 14 Reference Questionnaire for: (Name of Company Requesting Reference Information) (Name of Individuals Requesting Reference Information) Name: W.04 snrcl-ttl (Evaluator completing reference questionnaire) 71"t M. GKIS Company: N-N Lk (Evaluator's Company completing reference) 2. Collier County has implemented a process that collects reference information on firms and their key personnel to be used in the selection offirms to perform this project. The Name of the Company listed in the Subject above has listed you as a client for which they have previously perfbrrned work. Please complete the survey. Please rate each criteria to the best of your knowledge on a scale of I to 10, with 10 representing that you were very salisifed (and would hire the firm/individual again) and I representing that you were very unsatisfied (and would never hire the firm/indivdival again). If you do not have sufficient knowledge of past performance in a particular area, leave it blank and dic item or form will hescored "0." Project Description: Licban Completion Date: Project Budget: Piacenuur�tv= 'ut ^fftvtemAtLi Prcjck-t Number of Days: I I Ability w manage the project costs (minimize change orders to scope). 10 2 Ability to maintain project schedule (complete on -time or early). 10 3 Quality of work. 10 Quality of consultative advice provided on the project. 10 5 Professionalism and ability to manage personnel. 10 6 Project administration (completed documents, final invoice, final product turnover; invoices; manuals or going forward documentation, etc.) 10 7 Ability to verbally communicate and document information clearly and succinctly. 10 9 Abillity to manage risks and unexpected project circumstances. 10 9 Ability to follow contract documents, policies, procedures, rulc%, regulations, etc. 10 10 Overall comfort level with hiring the company in the future (customer satisfaction). 10 TOTAL SCORE OF ALL ITEMS I On for (Namc ofCompmy Requesting Reference T., MPT7,74-1171 Name: ( 0 a VI 'd 1?,-(4 (Evaluatorl,2114pleUng rcrierci= questionnaire) Email: A ! oc4 Oampany: as .f,q V (Evalumor's Company completing mr, krer ce) �T �konse--<-I-L—f-24-:Xf VIWVS�-,M hAIWOill M== offirmstopfffi%-mthi.%prqJea TIte Name of the Company listed in the Subjed alx)vc has fistc� 'you as a client fbT which they have -7, I Ability to manage the pmjcd costs (minimize change orders to scope). Xhility 2 to maintain project schedule (complete on -time or early). 3 Qumlity of work. 4 6ua�ltty af c-an-Ailtative advice provided on the project- 5 Profe.,isionalism and ability to manage personnel. 6 Pm administ ion (completed documents, final invoice, irmal product bunover; invoico;; manuals or going forward documentation, etc.) 7 Ability to v ly cximmunicate and doLument, information clearly and succincdy. Abiltity to manage risks and unexpected project circurnsianem 8 9 Ability to folkyw contract documents, policiek procedures, rules, regulations, etc- 10 Overall Lxmfurt level with hiring the company in the future (customer satisthetion). fo 7MAI-SCORE OF ALL MIMS i Form 5 Reference Quexdonnaire (USE ONE FORK FOR F.AC11 REOUWD M F.RRNCE� Reference Questionnaire t for: CAegY gd Inc. (Name of Company Requesting Refcremx Information) (Name of Individuals Requesting Reference Information) p Name: Asti ��E/aCY Company: (xntvcr-S� y ��YS;LtenS ir7�'^t (Evaluator completing reference questionnaire) (Evaluator's Company completing reference) Email: • Ll(: re)(� WO.cJIPf .r'r a FAX: 7.a " Inz `f- Telephone: 71$ Collier County hoc implemented a process that collects reference information on firm and their key personnel to be used in the selection of firms to perform this project_ The Name of the Company listed in the Subject above has lkted you as a client for which they have previously performed work. Please complete the survey. Please rate each criteria to the best of your knowledge on a scale of l to 10, with 10 representing that you were very satialfed (and would hire the firmlindividual again) and I rgnvscnting that you were very unsatisfied (and would never hire the firm/indivdival again). If you do not have sufficient knowledge of past performance in a particular auaa, leave it blank and the item or furra will be scored "0." 11'rujcct Description: >C/ (� ` �� lP l ICJ, ,Ml Project Budget.' D (7a'3 Completion Date: Project Number of Days: (U(] 1 Ability to manage the project costs (minimize change orders to scope). 10 2 Ability to maintain pmjcct schedule (complete on -time or early). 10 3 Quality of work. 4 Quality of consultative advice provided on the project. 5 Profe Amialisrn and ability to manage personnel. 10 G Project administration (completed documents, final invoice, final product turnover, invoices; manuals or going forward documentation, ctc.) 10 7 Ability to verbally communicate and document infimmaation clearly and succinctly. 10 8 Abiltity to manage risks and unexpected project circumstaanom �D 9 Ability to follow contract documents, policies, procedures, rules, regulations, etc. 10 Overall comfort level with hiring the company in the future (customer satisfaction). 10 IWAL SCORE OF ALL ITEMS ` COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT C: PROOF OF LICENSURE 11 /6/2019 License Print THE LICENSEE IDENTIFIED BELOW IS AUTHORIZED TO CONDUCT BUSINESS AS INDICATED BY THE LICENSE TYPE. LICENSE TYPE: LICENSE NAME: ORIGINAL DATE OF LICENSE: LICENSE NUMBER: LICENSE EXPIRATION DATE: Consumer Collection Agency R.T.R. FINANCIAL SERVICES INC. 09/09/2015 CCA9903676 12/31 /2020 LICENSE MAIN ADDRESS: STREET: 2 TELEPORT DRIVE SUITE 302 CITY: STATEN ISLAND STATE: NY ZIP CODE: 10311 https://real.flofr.com/datamart/printLicenseFLOR.do 1 /1 Licensing items managed by Cornerstone Support .L Downiaad Inventory Report , CetiificaW Name FLORIDA 10 FL -Certificate of Authority (Primary location) FL -Consumer CcIEection Agency License (Primary location) D license Type Certfflicate ofAutharily Debt Cclleetfon License Or,4egrstratfon 4 Expires 01-May-2020 31-Dec-2020 M zip COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT D: PROOF OF INSURANCE RTRFINA-01 PDIPAOLO ACORO CERTIFICATE OF LIABILITY INSURANCE FDATE (MM I DD/YM) 2/4/2020 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER CONTACT Robert S. Danischewski NAME: PHONE FAX (A/C, No, Ext): (718) 761-8900 622 (A/C, No):(718) 761-9010 RPM Insurance Agency 201 Edward Curry Ave Suite 201 ADDRESS: rdanischewski@rpminsurance.com Staten Island, NY 10314 INSURERS AFFORDING COVERAGE NAIC # INSURER A: The Travelers Indemnity Company of America 25666 INSURED INSURER B:The Travelers Indemnity Company 25658 INSURER C : Travelers Casualty Insurance Co of America 19046 R.T.R. Financial Services Inc. 2 Teleport Drive, Suite 302 INSURER D : INSURER E : Staten Island, NY 10311 INSURER F : COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE ADDL INSD SUBR WVD POLICY NUMBER POLICY EFF MM DD YYY POLICY EXP MM DD YYY LIMITS A COMMERCIAL GENERAL LIABILITY CLAIMS -MADE ❑ OCCUR 680 667613665 2/23/2020 2/23/202, EACH OCCURRENCE $ 1,000,000 DAMAGE TO RENTED PREMISES Ea occurrence $ MED EXP (Any oneperson) $ 5,000 PERSONAL & ADV INJURY $ 1,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: POLICY JECT PRO - El❑ LOC OTHER: GENERAL AGGREGATE $ 2,000,000 PRODUCTS - COMP/OP AGG $ 2,000,000 $ A AUTOMOBILE LIABILITY ANY AUTO OWNED SCHEDULED AUTOS ONLY AUTOS HIRED X NON -OWNED AUTOS ONLY AUTOS ONLY 680 667613665 2/23/2020 2/23/2021 COMBINED SINGLE LIMIT Ea accident 1,000,000 $ BODILY INJURY Perperson) $ BODILY INJURY Per accident $ PROPERTY DAMAGE Per accident $ B X UMBRELLA LIAB EXCESS LIAB OCCUR CLAIMS -MADE CUP 6F747048 2/23/2020 2/23/2021 EACH OCCURRENCE $ 5,000,000 AGGREGATE $ DED X RETENTION $ 10,000 $ 5,000,000 C WORKERS COMPENSATION AND EMPLOYERS' LIABILITY Y/N ANY PROPRIETOR/PARTNER/EXECUTIVE ❑ OFFICER/MEMBER EXCLUDED? (Mandatory in NH) If yes, describe under DESCRIPTION OF OPERATIONS below N / A UB 3K451391 2/23/2020 2/23/2021 PER OTH- STATUTE ER E.L. EACH ACCIDENT 1,000,000 $ E.L. DISEASE - EA EMPLOYEE $ 1,000,000 E.L. DISEASE - POLICY LIMIT 1,000,000 $ DESCRIPTION OF OPERATIONS I LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE RTR Financial Services Inc. THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. 2 Teleport Drive, Suite 302 Staten Island, NY 10311 AUTHORIZED REPRESENTATIVE �.. 4, A �L ACORD 25 (2016/03) ©1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORD ORK Workers' STATE Compensation Board CERTIFICATE OF NYS WORKERS' COMPENSATION INSURANCE COVERAGE 1a. Legal Name and address of Insured (use street address only) RTR Financial Services, Inc. 2 Teleport Drive Suite 302 Staten Island, New York 10311 1 b. Business Telephone Number of Insured 718-668-2881 1c. NYS Unemployment Insurance Employer Registration Number of Insured Work Location of Insured (Only required if coverage is 1d. Federal Employer Identification Number of Insured or specifically limited to certain locations in New York State, Social Security Number i.e., a Wrap -Up Policy) 134032618 2. Name and Address of the Entity Requesting Proof of Coverage (Entity Being Listed as the Certificate Holder) New York State Thruway Authority 200 Southern Boulevard Post Office Box 189 Albany, NY 12201 3a. Name of Insurance Carrier Travelers Casualty Company of America 3b. Policy Number of Entity Listed in Box 1a": UB-3K451391-19 3c. Policy effective period: 2/23/2019 to 2/23/2020 3d. The Proprietor, Partners or Executive Officers are ❑x included. (Only check box if all partners/officers included) all excluded or certain partners/officers excluded. This certifies that the insurance carrier indicated above in box "3" insures the business referenced above in box 1 a" for workers' compensation under the New York State Workers' Compensation Law. (To use this form, New York (NY) must be listed under Item 3A on the INFORMATION PAGE of the workers' compensation insurance policy). The Insurance Carrier or its licensed agent will send this Certificate of Insurance to the entity listed above as the certificate holder in box "2". The insurance carrier must notify the above certificate holder and the Workers' Compensation Board within 10 days IF a policy is canceled due to nonpayment of premiums or within 30 days IF there are reasons other than nonpayment of premiums that cancel the policy or eliminate the insured from the coverage indicated on this Certificate. (These notices may be sent by regular mail.) Otherwise, this Certificate is valid for one year after this form is approved by the insurance carrier or its licensed agent, or until the policy expiration date listed in box "3c", whichever is earlier. This certificate is issued as a matter of information only and confers no rights upon the certificate holder. This certificate does not amend, extend or alter the coverage afforded by the policy listed, nor does it confer any rights or responsibilities beyond those contained in the referenced policy. This certificate may be used as evidence of a Worker's Compensation contract of insurance only while the underlying policy is in effect. Please Note: Upon cancellation of the workers' compensation policy indicated on this form, if the business continues to be named on a permit, license or contract issued by a certificate holder, the business must provide that certificate holder with a new Certificate of Workers' Compensation Coverage or other authorized proof that the business is complying with the mandatory coverage requirements of the New York State Workers' Compensation Law. Under penalty of perjury, I certify that I am an authorized representative or licensed agent of the insurance carrier referenced above and that the named insured has the coverage as depicted on this form. Approved by: Robert S. Danischewski �+ ame rthorizedrepres ve or licensed ag nt of* surance carrier) Approved by: �� 1,� i I Z (Signature) (Date) Title: Commercial Lines Manager Telephone Number of authorized representative or licensed agent of insurance carrier: 718-761-8900 Please Note: Only insurance carriers and their licensed agents are authorized to issue Form C-105.2. brokers are NOT authorized to issue it. Insurance C-105.2 19-171 Form WC 88 3121 F Printed in U.S.A. www.wcb.ny.gov Page 1 of 2 Workers' Compensation Law Section 57. Restriction on issue of permits and the entering into contracts unless compensation is secured. The head of a state or municipal department, board, commission or office authorized or required by law to issue any permit for or in connection with any work involving the employment of employees in a hazardous employment defined by this chapter, and notwithstanding any general or special statute requiring or authorizing the issue of such permits, shall not issue such permit unless proof duly subscribed by an insurance carrier is produced in a form satisfactory to the chair, that compensation for all employees has been secured as provided by this chapter. Nothing herein, however, shall be construed as creating any liability on the part of such state or municipal department, board, commission or office to pay any compensation to any such employee if so employed. 2. The head of a state or municipal department, board, commission or office authorized or required by law to enter into any contract for or in connection with any work involving the employment of employees in a hazardous employment defined by this chapter, notwithstanding any general or special statute requiring or authorizing any such contract, shall not enter into any such contract unless proof duly subscribed by an insurance carrier is produced in a form satisfactory to the chair, that compensation for all employees has been secured as provided by this chapter. C-105.2 (9-17) REVERSE www.wcb.ny.gov Form WC 88 3121 F Printed in U.S.A. Page 2 of 2 YOB 'workers' CERTIFICATE OF INSURANCE COVERAGE STATE Compensation Board DISABILITY AND PAID FAMILY LEAVE BENEFITS LAW PART 1. To be completed by Disability and Paid Family Leave Benefits Carrier or Licensed Insurance Agent of that Carrier 1a. Legal Name & Address of Insured (use street address only) RTR Financial Services Inc 2 Teleport Drive STATEN ISLAND, NY 10311 Work Location of Insured (Only required if coverage is specifically limited to certain locations in New York State, i.e., Wrap-up Policy) 2. Name and Address of Entity Requesting Proof of Coverage (Entity Being Listed as the Certificate Holder) New York State Thruway Authority 200 Southern Boulevard Post Office Box 189 Albany, NY 12201 1b. Business Telephone Number of Insured (718) 668-2881 x 1 c. Federal Employer Identification Number of Insured or Social Security Number 13-4032618 3a. Name of Insurance Carrier Standard Security Life Insurance Company of New York 3b. Policy Number of Entity Listed in Box "l a" L87731-000 3c. Policy effective period 1 /1 /2019 to 1 /15/2021 4. Policy provides the following benefits: x� A. Both disability and paid family leave benefits. B. Disability benefits only. C. Paid family leave benefits only. 5. Policy covers: XQ A. All of the employer's employees eligible under the NYS Disability and Paid Family Leave Benefits Law. B. Only the following class or classes of employer's employees: Under penalty of perjury, I certify that I am an authorized representative or licensed agent of the insurance carrier referenced above and that the named insured has NYS Disability and/or Paid Family Leave Benefits insurance coverage as described above. Date Signed 1 /17/2020 Telephone Number (212) 355-4141 By (Signature of insurance carrier's author zed rq4�eiSf0ve of NY5 Li�enSeei Insurance Agent of that insurance carrier) Name and Title Bebi Ishmail, Supervisior-DBUPolicy Services IMPORTANT: If Boxes 4A and 5A are checked, and this form is signed by the insurance carrier's authorized representative or NYS Licensed Insurance Agent of that carrier, this certificate is COMPLETE. Mail it directly to the certificate holder. If Box 413, 4C or 513 is checked, this certificate is NOT COMPLETE for purposes of Section 220, Subd. 8 of the NYS Disability and Paid Family Leave Benefits Law. It must be mailed for completion to the Workers' Compensation Board, Plans Acceptance Unit, PO Box 5200, Binghamton, NY 13902-5200. PART 2. To be completed by the NYS Workers' Compensation Board (only if Box 4C or 5B of Part i has been checked) State of New York FWorkers' Compensation Board According to information maintained by the NYS Workers' Compensation Board, the above -named employer has complied with the NYS Disability and Paid Family Leave Benefits Law with respect to all of his/her employees. Date Signed Telephone Number By Name and Title (Signature of Authorized NYS Workers' Compensation Board Employee) Please Note: Only insurance carriers licensed to write NYS disability and paid family leave benefits insurance policies and NYS licensed insurance agents of those insurance carriers are authorized to issue Form DB-120.1. Insurance brokers are NOT authorized to issue this form. DB_120.1 (10-17) 1111111iiiiioi2iiiiiiiniiiii(iii�iuiii�uii)11111 Additional Instructions for Form D13-120.1 By signing this form, the insurance carrier identified in Box 3 on this form is certifying that it is insuring the business referenced in box "1 a" for disability and/or paid family leave benefits under the New York State Disability and Paid Family Leave Benefits Law. The Insurance Carrier or its licensed agent will send this Certificate of Insurance to the entity listed as the certificate holder in Box 2. The insurance carrier must notify the above certificate holder and the Workers' Compensation Board within 10 days IF a policy is cancelled due to nonpayment of premiums or within 30 days IF there are reasons other than nonpayment of premiums that cancel the policy or eliminate the insured from coverage indicated on this Certificate. (These notices my be sent by regular mail.) Otherwise, this Certificate is valid for one year after this form is approved by the insurance carrier or its licensed agent, or until the policy expiration date listed in Box 3c, whichever is earlier This certificate is issued as a matter of information only and confers no rights upon the certificate holder. This certificate does not amend, extend or alter the coverage afforded by the policy listed, nor does it confer any rights or responsibilities beyond those contained in the referenced policy. This certificate may be used as evidence of a Disability and/or Paid Family Leave Benefits contract of insurance only while the underlying policy is in effect. Please Note: Upon the cancellation of the disability and/or paid family leave benefits policy indicated on this form, if the business continues to be named on a permit, license or contract issued by a certificate holder, the business must provide that certificate holder with a new Certificate of NYS Disability and/or Paid Family Leave Benefits Coverage or other authorized proof that the business is complying with the mandatory coverage requirements of the New York State Disability and Paid Family Leave Benefits Law. DISABILITY AND PAID FAMILY LEAVE BENEFITS LAW §220. Subd. 8 (a) The head of a state or municipal department, board, commission or office authorized or required by law to issue any permit for or in connection with any work involving the employment of employees in employment as defined in this article, and not withstanding any general or special statute requiring or authorizing the issue of such permits, shall not issue such permit unless proof duly subscribed by an insurance carrier is produced in a form satisfactory to the chair, that the payment of disability benefits and after January first, two thousand and twenty-one, the payment of family leave benefits for all employees has been secured as provided by this article. Nothing herein, however, shall be construed as creating any liability on the part of such state or municipal department, board, commission or office to pay any disability benefits to any such employee if so employed. (b) The head of a state or municipal department, board, commission or office authorized or required by law to enter into any contract for or in connection with any work involving the employment of employees in employment as defined in this article and notwithstanding any general or special statute requiring or authorizing any such contract, shall not enter into any such contract unless proof duly subscribed by an insurance carrier is produced in a form satisfactory to the chair, that the payment of disability benefits and after January first, two thousand eighteen, the payment of family leave benefits for all employees has been secured as provided by this article. DB-120.1 (10-17) Reverse RTR's FIDELITY BOND POLICY LANGUAGE Fidelity A. loss of or damage to money, securities, or other property: 1. Employee Theft: sustained by you resulting directly from theft or forgery committed by an employee, whether identified or not, acting alone or in collusion with other persons; 2. Third Parties' Property: sustained by your client or vendor, or other persons with whom you or your employees interact in connection with the performance of your business operations, resulting directly from theft or forgery committed by an identified employee, acting alone or in collusion with other persons, including an employee in collusion with an employee of your client or vendor or other persons; The coverage provided under this Insuring agreement A. Fidelity will terminate: a. as to any loss, once you or an executive employee not acting in collusion with any person who committed the act in question discovers the theft, forgery, or other dishonest act. b. as to an employee, once an executive employee not acting in collusion with the employee learns the employee committed the theft, forgery, or other dishonest act, but only if the employee committed such act after becoming employed by you or, if committed before becoming employed by you, the resulting loss exceeded $10,000. The coverage provided under Insuring agreement A.3. Vendor Theft will apply only if there is a written agreement between you and your vendor requiring the vendor to provide Crime or Fidelity Insurance with limits of liability equal to or greater than those available under this Coverage Part, and which covers your property in the care, custody, and control of the vendor and/or its employees. 11, g Commercial Crime Insurance Policy HISCOXC-Suits A modern insurance solution for fraud risks faced by businesses. Please read this wording, together with any endorsements and the declarations, very carefully. If anything is not correct, please notify us immediately. The policy describes your and our rights and duties. Our promise to you In return for the premium you have paid, we agree to insure you in accordance with the terms and conditions of the policy. Your policy documents Declarations Page This contains a summary of policy information including the limits of liability and retention amounts you have selected General Terms and Conditions This contains terms and conditions which apply to the policy in its entirety. Coverage Parts These contain terms and conditions which apply only to the coverage part in which they appear. Endorsements These modify the declarations page, general terms and conditions, and/or coverage parts. Notices These provide information that may affect your coverage as required by your state. Reporting a claim Please inform us immediately if you have a claim or loss to report. Additional details on claim reporting provisions can be found on the declarations page and/or coverage parts. Email: C-SuiteClaims@Hiscox.com Hiscox Inc. T (646) 452-2353 520 Madison Avenue 32nd Floor F (212) 922-9652 New York, NY 10022 E hiscox.usa@hiscox.com Page 1 of 1 www.hiscoxbroker.com CR1COVADREN4 HISCOX INSURANCE COMPANY INC. (A Stock Company) 11, 104 South Michigan Avenue Suite 600 Chicago, IL 60603 H l SCOX C—►7�+ u ite' (646) 452-2353 Commercial Crime Insurance Policy DECLARATIONS Broker no.: Policy no.: Renewal of: 1. Named insured Address: 2. Policy period 3. General terms and conditions wording US 0000090 UC21582831.19 UC21582831.18 RTR Financial Services, Inc. 2 Teleport Dr Ste 302 Staten Island, NY 10311-1004 Capitol Special Risks Inc 1000 Parkwood Cir Ste 925 Atlanta, GA 30339 Inception date: 07/11/2019 Expiration date: 07/11/2020 Inception date shown shall be at 12:01 A.M. (Standard Time) to expiration date shown above at 12:01 A.M. (Standard Time) at the address of the named insured. CSU P0001A CW (07-17) The General Terms and Conditions applies to this policy in conjunction with the specific wording detailed in each section below. 4. Endorsements: E2507.1 - Nuclear Incident Exclusion Clause - Liability -Direct (Broad) Endorsement E2624.1 - War and Civil War Exclusion Endorsement E1100.1 - New York Amendatory Endorsement E1427.1 - Persons or Classes of Persons Excluded Endorsement E1422.1 - Loss Payable Endorsement 5. Notification of claims to: 6. Total premium: State surcharge: CSUCRI D0001A CW (07/17) Hiscox Claims 520 Madison Avenue, 32nd floor New York, NY 10022 Fax: 212-922-9652 Email: C-SuiteClaims@Hiscox.com $ 6,708 N/A Page 1 of 3 CRlDECADREN40 HISCOX INSURANCE COMPANY INC. (A Stock Company) 104 South Michigan Avenue Suite 600 Chicago, IL 60603 11, (646) 452-2353 HISCOXC-Suit Er Commercial Crime Insurance Policy DECLARATIONS Crime Coverage Part: CSUCRI P0001A CW (07-17) Insuring Agreement A: Fidelity (1) Employee Theft (2) Third Parties' Property (3) Vendor Theft (4) Executives' Property (5) ERISA (Limit Applies Per Plan) Insuring Agreement B: Forgery (1) Checks (2) Payment Cards (3) Executives' Accounts (4) Counterfeit Insuring Agreement C: Inside and Outside Loss (1) Inside Premises (2) Outside Transit (3) Extortion Insuring Agreement D: Tech Fraud (1) Computer (2) Funds Transfer (3) Cyber Deception (4) Customers' Accounts (5) Erroneous Transfer (6) Telephone Toll (7) Virus Restoration (8) Licensing Violation Claim Expenses Identity Fraud Expenses Crime Premium: Limit $ 1,000,000 Per Occurrence $ 1,000,000 Per Occurrence Not Covered Not Covered Not Covered $ 1,000,000 Per Occurrence $ 1,000,000 Per Occurrence Not Covered $ 1,000,000 Per Occurrence $ 1,000,000 Per Occurrence $ 1,000,000 Per Occurrence Not Covered $ 1,000,000 Per Occurrence $ 1,000,000 Per Occurrence Not Covered Not Covered Not Covered Not Covered $ 250,000 Per Occurrence Not Covered Deductible $ 10,000 Per Occurrence $ 15,000 Per Occurrence N/A N/A N/A $ 10,000 Per Occurrence $ 10,000 Per Occurrence N/A $ 10,000 Per Occurrence $ 10,000 Per Occurrence $ 10,000 Per Occurrence N/A $ 10,000 Per Occurrence $ 10,000 Per Occurrence N/A N/A N/A N/A $ 10,000 Per Occurrence N/A $ 5,000 Per Occurrence (Shared with limit applicable to loss) Not Covered $ 6,708 N/A IN WITNESS WHEREOF, the Insurer indicated above has caused this Policy to be signed by its President and Secretary, but this Policy shall not be effective unless also signed by the Insurer's duly authorized representative. CSUCRI D0001A CW (07/17) Page 2 of 3 CRlDECADREN40 HISCOX INSURANCE COMPANY INC. (A Stock Company) 104 South Michigan Avenue Suite 600 Chicago, IL 60603 11, (646) 452-2353 HISCOXC-Suite Commercial Crime Insurance Policy DECLARATIONS 54ff �- Od---- President Secretary Authorized Representative Kevin Kerridge June 11, 2019 Hiscox Inc. CSUCRI D0001A CW (07/17) Page 3 of 3 CRlDECADREN40 nor+ HISCOXG-Suite General Terms and Conditions I. Our promise to In consideration of the premium charged, and in reliance on the statements made and information you provided to us, we will pay covered amounts as defined in this policy, provided you properly notify us of claims, breaches, events, coverage enhancements, or losses, and meet your obligations to us in accordance with the terms of this policy. II. Limits of liability Regardless of the number of Coverage Parts you have purchased, the maximum we will pay for all covered amounts will be as follows: Coverage part limit A. Each Coverage Part purchased will be subject to a coverage part limit (if one is stated in the Declarations), which is the maximum amount we will pay for all covered amounts under that Coverage Part, other than coverage enhancements or other items we have expressly agreed to pay in addition to the limit. The coverage part limit will be in excess of any applicable retention. Each claim limit B. The Each Claim Limit stated in the Declarations is the maximum amount we will pay for all covered amounts for each covered claim, unless a lower sublimit is specified, in which case the sublimit is the maximum amount we will pay for the type of covered claim to which the sublimit applies. The Each Claim Limit, or any sublimit, will be in excess of any applicable retention and will be a part of, and not in addition to, any applicable coverage part limit. Each breach limit C. The Each Breach Limit stated in the Declarations (if you have purchased a relevant Coverage Part) is the maximum amount we will pay for all covered amounts for each covered breach, unless a lower sublimit is specified, in which case the sublimit is the maximum amount we will pay for the type of covered breach or costs to which the sublimit applies. The Each Breach Limit, or any sublimit, will be in excess of any applicable retention and will be a part of, and not in addition to, any applicable coverage part limit. Multiple Coverage Parts D. If the same claim or related claims, breach, event, or coverage enhancement is covered under more than one Coverage Part (other than under the Management Liability Coverage Parts), we will pay only under one Coverage Part, which will be the Coverage Part that provides the most favorable coverage. If the same claim or related claims or coverage enhancement is covered under more than one Management Liability Coverage Part, we will pay under all applicable Coverage Parts, up to the combined coverage part limits of the triggered Coverage Parts. However: 1. if loss is payable under two or more Coverage Parts subject to separate coverage part limits, the retentions under each triggered Coverage Part will apply separately and one retention will not be eroded by payment of the retention applicable to another Coverage Part; and 2. if loss is payable under two or more Coverage Parts subject to a shared coverage part limit, you will be responsible only for the payment of one retention, which will be the highest applicable retention of the triggered Coverage Parts. III. Your obligations to us Your duty to cooperate A. You must cooperate with us in the defense, investigation, and settlement of any claim, potential claim, breach, event, or coverage enhancement notified to us, including but not limited to: notifying us immediately if you receive any settlement demands or offers, and sending us copies of any demands, notices, summonses, or legal papers; submitting to examination and interrogation under oath by our representative and giving us a signed statement of your answers; attending hearings, depositions, and trials as we request; CSU P0001A CW (07/17) Page 1 of 6 nor+ HISCOXG-Suite General Terms and Conditions 4. assisting in securing and giving evidence and obtaining the attendance of witnesses; 5. providing written statements to our representative and meeting with such representative for the purpose of investigation and/or defense; 6. providing all documents and information we may reasonably request, including authorizing us to obtain records; and 7. pursuing your right of recovery from others. Your obligation not to incur B. You must not make any payment, incur any expense, including any claim expenses, admit any expense or admit liability any liability, or assume any obligation without our prior consent. If you do so, it will be at your own cost and expense. Your representations C. You warrant that all representations made and all materials submitted by you or on your behalf in connection with the application for this policy are true, accurate, and not misleading, and agree they were relied on by us in our decision to issue this policy to you. In the event the representations or materials are not true, accurate, and complete, we will not impute the knowledge of one insured to any other insured, and only the knowledge of any past, present, or future Chief Executive Officer, Chief Financial Officer, or Risk Manager (or equivalent positions) of the named insured will be imputed to the named insured. However, other than the Crime Coverage Part, to which this subsection C will not apply, we will not rescind this policy in whole or in part for any reason. IV. Discovery A. If we or the named insured cancel or non -renew this policy, then the named insured will period have the right to purchase a discovery period for the duration and at the percentage of the expiring premium stated in Item 4 of the Declarations. The discovery period, if purchased, will start on the effective date of cancellation or non - renewal. However, the right to purchase a discovery period will not apply if: 1. this policy is canceled by us for nonpayment of premium; or 2. the total premium for this policy has not been fully paid. Notice of election and full payment of the additional premium for the discovery period must be received by us within 30 days after the effective date of cancellation or non -renewal, otherwise any right to purchase the discovery period will lapse. If an insured organization experiences a change in control as described in Section V. Other provisions affecting coverage, D. Change in control, the named insured will have the right to request an offer of a discovery period from us within 30 days of the change in control event. The duration and percentages stated in Item 4 of the Declarations will not apply to any discovery period purchased under this subsection B. Instead, we and the insured organization will agree to the duration of and premium to be charged for the discovery period at the time of the change in control event. In the event of a change in control, the named insured will have no other right to purchase a discovery period except as described in this subsection B. C. Regardless of how it is purchased, the discovery period will apply only to claims that: 1. are first made against you and reported to us during the discovery period; and 2. arise from: a. wrongful acts that take place prior to the effective date of the (i) cancellation or non -renewal of this policy, or (ii) change in control; or b. a breach that takes place on or after the retroactive date but prior to the effective date of the (i) cancellation or non -renewal of this policy, or (ii) change in control. The discovery period will not apply to any reputation risk event which occurs during the discovery period. D. The additional premium will be fully earned at the inception of the discovery period. CSU P0001A CW (07/17) Page 2 of 6 nor+ HISCOXC-Suite General Terms and Conditions The limits of liability applicable during any purchased discovery period will be the remaining available coverage part limit. There will be no new or additional limit of liability available for any purchased discovery period. The right to purchase a discovery period will apply only to Coverage Parts you have purchased that include coverage written on a claims -made basis, and will not apply to the Crime Coverage Part. V. Other provisions affecting coverage Alteration and assignment A. Bankruptcy or insolvency Cancellation Change in control Coverage territory B. C 11 E No change in, modification of, or assignment of interest under this policy will be effective unless made by written endorsement to this policy signed by our authorized representative. Your bankruptcy or insolvency will not relieve us of any of our obligations under this policy. 1. This policy may be canceled by the named insured by giving written notice, which must include the date the cancellation will be effective, to us at the address stated in the Declarations. 2. This policy may be canceled by us only if you fail to pay the premium. We will mail to the named insured by registered, certified, or other first-class mail (or by email where allowed by applicable law), at the named insured's address (or email address) stated in Item 1 of the Declarations, written notice which must include the date the cancellation will be effective. The effective date of the cancellation will be no less than fifteen days after the date of the notice of cancellation. 3. The mailing (or emailing) of the notice will be sufficient proof of notice, and this policy will terminate at the date and hour specified in the notice. 4. If this policy is canceled by the named insured, we will return a pro rata proportion of the premium. 5. Payment or tender of any unearned premium by us will not be a condition precedent to the cancellation, but such payment will be made as soon as possible. 6. If you have purchased a Crime Coverage Part, the rules for cancellation contained in Section VIII. Other provisions affecting coverage, A. Cancellation of that Coverage Part will govern its cancellation. If, during the policy period stated in Item 2 of the Declarations: any other person or entity acquires management control of an insured organization; or any insured organization changes its status from nonprofit to for -profit, as to that insured organization, this policy will cover only claims arising from wrongful acts, breaches, or events that took place prior to the effective date of change in control, unless you and we agree in writing otherwise. If the named insured undergoes a change in control, the named insured must provide us with written notice no later than 30 days after the effective date of such change in control, together with any other information we may require. This subsection D. Change in control does not apply to the Crime Coverage Part This policy will apply to wrongful acts, breaches, events, coverage enhancements, or losses that take place anywhere in the world. However, with respect to claims brought outside the United States, its territories or possessions, or Canada, this policy will not apply: 1. to any claim brought in any country in which the United States (or any of its CSU P0001A CW (07/17) Page 3 of 6 nor+ HISCOXC-Suite General Terms and Conditions departments, agencies, or subdivisions) administers or enforces economic or trade sanction laws; or 2. if it would otherwise be in violation of the laws of the United States. Estates, heirs, legal F. If this policy is triggered by a claim brought against an employee, it will also apply to the representatives, spouses, and employee's: domestic partners 1. estates, heirs, executors, administrators, trustees in bankruptcy, assignees, and legal representatives; or 2. lawful spouse or lawful domestic partner; but only: a. for a covered claim arising from the scope of the employee's work for you; or b. in connection with their ownership interest in property which the claimant seeks as recovery in a covered claim arising from the scope of the employee's work for you. Other insurance G. Any payment due under this policy is specifically excess of and will not contribute with any other valid and collectible insurance, unless such other insurance is written specifically as excess over this policy. However, if you have purchased: 1. an EPL Coverage Part, that Coverage Part will be primary with respect to and will not contribute with any other valid and collectible insurance, except when such other insurance is expressly written to be excess over other applicable insurance. 2. a Crime Coverage Part, rules for how that Coverage Part will be treated when there is other valid and collectible insurance are contained in Section VIII. Other provisions affecting coverage, I. Other insurance of that Coverage Part. Related claims/wrongful acts H. All related claims, regardless of when made, will be treated as one claim, and all subsequent related claims will be deemed to have been made against you on the date the First such claim was made. However, if more than one claim is made against you resulting from the same breach, and such claims trigger both a Management Liability Coverage Part and another Coverage Part, the claim(s) triggering any Management Liability Coverage Part will be treated as one claim, and the claim(s) triggering any other Coverage Part(s) will be treated as another claim. If, by operation of this provision, the claim is deemed to have been made during any period when we insured you, it will be subject to only one retention and one limit of liability regardless of the number of claimants, insureds, or claims involved.. Subrogation I. In the event of any payment by us under this policy, we will be subrogated to all of your rights of recovery to that payment. We will not, however, subrogate against any insured person, unless such insured person has been convicted of a criminal act, or been determined by a final, non -appealable adjudication to have committed a dishonest or Fraudulent act, or obtained any profit or advantage to which such insured was not legally entitled. You will do everything necessary to secure and preserve our subrogation rights, including but not limited to the execution of any documents necessary to allow us to bring suit in your name. You will do nothing to prejudice our subrogation rights without our prior written consent With the exception of any recovery under the Crime Coverage Part, any recovery first will be paid to you up to the amount of any retention you have paid, and then to us up to the amount of any covered amounts we have paid. In the event we pay indemnifiable loss on behalf of an insured person, our subrogation rights will also include the assertion of indemnification or contribution rights with respect to any such payments we make. Additionally, at the point we make any payment of loss within the retention, we will have a direct contractual right under this policy to recover from the insured organization, or in the event of the bankruptcy of the insured organization, from CSU P0001A CW (07/17) Page 4 of 6 nor+ HISCOXG-Suite General Terms and Conditions the debtor -in -possession (or equivalent position outside the United States), loss we paid within the retention. This contractual right of recovery will be in addition to and independent of our subrogation rights under this subsection I and any other rights we may have under applicable law. Solely with respect to the Fiduciary Coverage Part, we will not exercise our subrogation rights unless required to exercise our recourse rights under ERISA, in which case any amounts we recover based on such recourse rights will be added back to the coverage part limit applicable to the Fiduciary Coverage Part, accounting for any costs, expenses, or reimbursements we incurred in pursuing such recovery. With respect to any loss under the Crime Coverage Part, you must transfer to us all of your rights of recovery against any person or organization for any loss you sustain and which we have paid. Additional rules governing the payment of recoveries under the Crime Coverage Part are contained in Section IV. Limits of liability and settlement, E. Recoveries, of that Coverage Part. Titles J. Titles of sections of and endorsements to this policy are inserted solely for convenience of reference and will not be deemed to limit, expand, or otherwise affect the provisions to which they relate. VI. Definitions The following definitions apply to all Coverage Parts you have purchased. If the same term is applicable to all defined here and in a Coverage Part, then the definition in the Coverage Part will govern the coverage provided under that Coverage Part. Coverage Parts Application means the signed application for the policy, any attachments and materials submitted with that application, and any other information that is filed by an insured or otherwise publicly available. If this policy is a renewal or replacement of a previous policy issued by us, application also includes all previous signed applications, attachments, and materials. With respect to the Fiduciary Coverage Part (if purchased), application will also mean any public documents filed by the named insured or any subsidiary with any federal, state, local, or foreign regulatory agency, during the one-year period prior to the inception of the policy period. The application forms a part of this policy. Continuity date means the date stated as such in the Declarations with respect to each Coverage Part you have purchased which includes a continuity date. Coverage part limit means the amount stated in the Declarations as the aggregate limit applicable to each Coverage Part you have purchased which is subject to an aggregate limit. Covered amounts means any amounts we have expressly agreed to pay under any Coverage Part you have purchased. Discovery period means the time period described in Section IV. Discovery period of these General Terms and Conditions which is purchased by the named insured to extend the length of time you have to report claims arising from otherwise covered wrongful acts committed, or breaches that take place, before the inception of the discovery period. Employee means an employee as defined in each Coverage Part you have purchased. Foreign jurisdiction means any jurisdiction other than the United States or any of its territories or possessions. Insolvency means the: 1. appointment by any government official, agency, commission, court, or other governmental authority of a receiver, conservator, liquidator, trustee, rehabilitator, or similar official to take control of, supervise, manage, or liquidate an insolvent insured organization; 2. filing of a petition under the bankruptcy laws of the United States; or 3. foreign equivalent of 1 or 2 above. CSU P0001A CW (07/17) Page 5 of 6 nor+ HISCOXG-Suite General Terms and Conditions Management control means having: an ownership interest of more than 50%; an ownership interest representing more than 50% of the voting, appointment, or designation power for the selection of a majority of the board of directors, the management committee members, or the members of the management board, whichever is applicable; or the right, whether by law, contract, or otherwise, to elect, appoint, or designate a majority of the board of directors, the management committee, or the management board, whichever is applicable. Management Liability means any D&O Coverage Part, the Public Officials Liability Coverage Part, the Educators Legal Coverage Part Liability Coverage Part, the EPL Coverage Part, the Fiduciary Coverage Part, and/or the Employed Lawyers Coverage Part. Policy period means the period of time stated in Item 2 of the Declarations, and any discovery period, if purchased. Related claims means all claims that are based upon, arise out of, or allege: 1. the same wrongful act or related wrongful acts; or 2. the same breach. The determination of whether a claim is related to another claim will not be affected by the number of claimants or insureds involved, causes of action asserted, or duties involved. Related wrongful acts means wrongful acts that: 1. are based upon, arise out of, or allege the same, repeated, or continuous breach of duty, neglect, error, misstatement, misleading statement, omission, or act; 2. are based upon, arise out of, or allege a common fact, circumstance, situation, event, service, transaction, cause, or origin, or the same or related damages; or 3. have as a common nexus or nucleus any facts or series of facts. Retention means the amount or time stated as such in the Declarations. Any references to "deductible" in any Coverage Part you have purchased will have the same meaning as retention. Retroactive date means the date stated as such in the Declarations with respect to each Coverage Part you have purchased which includes a retroactive date. We, us, or our means the Company stated in the Declarations as issuing this policy. Wrongful act means wrongful act (as defined in any D&O Coverage Part, the Public Officials Liability Coverage Part, or the Educators Legal Liability Coverage Part), employment practices wrongful act (as defined in the EPL Coverage Part), fiduciary wrongful act (as defined in the Fiduciary Coverage Part), or employed lawyers wrongful act (as defined in the Employed Lawyers Coverage Part). You, your, or insured means any individual or entity expressly described as an insured in any Coverage Part you have purchased. CSU P0001A CW (07/17) Page 6 of 6 -'i'' Crime Coverage Part H I SCOX C-Sulte Loss Discovered Policy I. Insuring If a limit appears on the Declarations indicating you have purchased the coverage, we will pay up agreements to the stated limit for any loss which exceeds the applicable deductible (except no deductible will apply to Insuring agreement A.5. ERISA) for: Fidelity A. loss of or damage to money, securities, or other property: 1. Employee Theft: sustained by you resulting directly from theft or forgery committed by an employee, whether identified or not, acting alone or in collusion with other persons; 2. Third Parties' Property: sustained by your client or vendor, or other persons with whom you or your employees interact in connection with the performance of your business operations, resulting directly from theft or forgery committed by an identified employee, acting alone or in collusion with other persons, including an employee in collusion with an employee of your client or vendor or other persons; 3. Vendor Theft: sustained by you resulting directly from theft committed by an identified employee of your vendor, other than an employee with an ownership interest greater than 25% in the vendor, acting alone or in collusion with other persons, but only to the extent you cannot recover under your contract with the vendor or from any insurance or indemnity carried by the vendor; 4. Executives' Property: sustained by an executive employee resulting directly from theft or forgery committed by an employee, whether identified or not, acting alone or in collusion with other persons; or 5. ERISA: sustained by an employee benefit plan resulting directly from fraudulent or dishonest acts, including larceny, theft, embezzlement, forgery, misappropriation, wrongful abstraction or conversion, wrongful misapplication, or any other fraudulent or dishonest act prohibited under 18 U.S.C. § 1954, committed by a fiduciary of any employee benefit plan, whether identified or not, acting alone or in collusion with other persons. The coverage provided under this Insuring agreement A. Fidelity will terminate: a. as to any loss, once you or an executive employee not acting in collusion with any person who committed the act in question discovers the theft, forgery, or other dishonest act. b. as to an employee, once an executive employee not acting in collusion with the employee learns the employee committed the theft, forgery, or other dishonest act, but only if the employee committed such act after becoming employed by you or, if committed before becoming employed by you, the resulting loss exceeded $10,000. The coverage provided under Insuring agreement A.3. Vendor Theft will apply only if there is a written agreement between you and your vendor requiring the vendor to provide Crime or Fidelity Insurance with limits of liability equal to or greater than those available under this Coverage Part, and which covers your property in the care, custody, and control of the vendor and/or its employees. Forgery B. loss: 1. Checks: sustained by you resulting directly from forgery, alteration, or counterfeiting of any negotiable instruments that are made or drawn by you (or by your agent) or purported to have been so made or drawn; 2. Payment Cards: sustained by you resulting directly from the fraudulent use of any credit, debit, convenience, stored -value, charge, gas, p-, purchase, or procurement card, or a similar instrument issued to you or any employee for business purposes, and which is not reimbursed by the issuing bank, so long as you or the employee have complied fully with the provisions, conditions, or other terms under which the card or instrument was issued; 3. Executives' Accounts: sustained by an executive employee resulting directly from forgery, alteration, or counterfeiting of any negotiable instruments made or drawn by the executive employee or purported to have been so made or drawn; or Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 1 of 17 -'i'' Crime Coverage Part H I SCOX C-Sulte Loss Discovered Policy 4. Counterfeit: sustained by you resulting directly from your good faith exchange of merchandise, money, or services for: a. money orders issued by any post office, express company, or financial institution, and that are not paid upon presentation; or b. counterfeit money received during the regular course of business, provided: a substitute check as defined in the Check Clearing for the 21 st Century Act will be treated the same as the original it replaced; signatures produced or reproduced electronically, mechanically, or by other means will be treated the same as handwritten signatures; and you include with your proof of loss any instrument involved in the loss or an affidavit stating the amount and cause of loss if you cannot provide the instrument. Inside and outside loss C. 1. Inside Premises: a. loss of money or securities inside the premises or financial institution premises resulting directly from: i. theft committed by a person present inside the premises or financial institution premises; or ii. disappearance or destruction of such money or securities; b. loss of or damage to other property: inside the premises resulting directly from an actual or attempted robbery of a custodian; or ii. in a safe or vault inside the premises resulting directly from an actual or attempted safe burglary; C. damage to the premises or its exterior resulting directly from an act described in parts a or b above if you are the owner of the premises or are liable for damage to it; or d. loss of or damage to a locked safe, vault, cash register, cash box, or cash drawer located inside the premises resulting directly from an actual or attempted theft of or unlawful entry into such containers; 2. Outside Transit: a. loss of money or securities outside the premises or financial institution premises in the care and custody of a messenger or armored motor vehicle company, regardless of whether such messenger or vehicle is in transit, and resulting directly from theft, disappearance, or destruction; or b. loss of or damage to other property outside the premises or financial institution premises in the care and custody of a messenger or armored motor vehicle company, regardless of whether such messenger or vehicle is in transit, and resulting directly from an actual or attempted robbery; or Extortion: loss of money, securities, or other property resulting directly from extortion outside the premises. However, we will only pay: a. for the amount of loss you cannot recover under your contract with the armored motor vehicle company and from any insurance or indemnity carried by or for the benefit of customers of the company; or b. up to $10,000 for any one occurrence of loss of or damage to: precious metals, precious or semi-precious stones, pearls, furs, or completed or partially completed articles made of or containing such materials constituting the principal value of such articles; or Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 2 of 17 -'i'' Crime Coverage Part H I SCOX C-Sulte Loss Discovered Policy ii. manuscripts, drawings, or records of any kind, or the cost of reconstructing them or reproducing any information contained in them. Tech fraud D. 1. Computer: loss of or damage to money, securities, or other property resulting directly from computer fraud, but we will only pay up to $10,000 for any one occurrence of loss of or damage to manuscripts, drawings, or records of any kind, or the cost of reconstructing them or reproducing any information contained in them; 2. Funds Transfer: loss of or damage to money or securities contained in your transfer account sustained by you resulting directly from funds transfer fraud; 3. Cyber Deception: loss of or damage to money or securities sustained by you resulting directly from cyber deception; 4. Customers' Accounts: loss of or damage to: a. money, securities, or other property sustained by your client or vendor, or other persons with whom you or your employees interact in connection with the performance of your business operations, resulting directly from computer fraud, funds transfer fraud, or cyber deception, provided such loss is asserted against you by the client, vendor, or other person based on your access to that client's, vendor's, or other person's money, securities, or other property maintained in a financial institution premises or transfer account; or b. money sustained by your client or vendor resulting directly from the intentional use of your computer system to mislead or deceive your client or vendor and which results in your client's or vendor's transfer of money intended for you to another person or entity; 5. Erroneous Transfer: loss of or damage to money or securities sustained by you resulting directly from an erroneous funds transfer by an employee or executive employee, provided you must notify and request reimbursement from the financial institution from which the money or securities were transferred within two business days after discovery of the error, and such loss will not be covered until the financial institution has: a. attempted to recover the money or securities from the financial institution to which they were transferred; and b. formally denied your request to return the money or securities to you; 6. Telephone Toll: loss from long distance telephone charges incurred by you resulting directly from fraudulent use or manipulation of an account code or system password required to gain access into your voice computer system, provided such loss did not result from the failure to: a. install and maintain in operating condition a call disconnect feature to terminate a caller's access after three unsuccessful attempts to enter an account code; b. incorporate a system password; or C. change a system password every 60 days. We will only pay for loss resulting from telephone toll charges for a period of not more than 30 days, beginning on the date on which the first such charges were incurred, for all telephone lines directly controlled by one voice computer system. Virus Restoration: costs you incur to restore or replace damaged or destroyed electronic data or computer programs stored within your computer system resulting directly from: a. a virus directed solely against you designed to damage or destroy electronic data or computer programs and introduced maliciously by a natural person; or b. vandalism by a natural person who has gained unauthorized access to your computer system, including reasonable costs you incur to Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 3 of 17 -'i'' Crime Coverage Part H I SCOX C-Sulte Loss Discovered Policy i. restore your computer system to the level of operational capability that existed before the virus or vandalism occurred; or ii. identify and remediate errors or vulnerabilities in your computer system in order to prevent future similar incidents. 8. Licensing Violation: fines and penalties for which you are legally liable as a direct result of the unauthorized reproduction of computer software, sound recordings, or visual media by an employee in violation of a licensing agreement with a third party vendor, provided the unauthorized reproduction is done: a. without your or an executive employee's knowledge; and b. without the knowledge of any other person having responsibility for compliance with the terms of the software licensing agreement. We will pay loss under this Coverage Part only if the loss results directly from an occurrence that is discovered by you or an executive employee during the policy period, and is reported to us in accordance with Section V. Your obligations, B. Notifying us of losses. II. Coverage enhancements We will also make the following payments: Additional premises or A. If, while this policy is in force, you establish any additional premises or hire additional employees employees, other than through consolidation, merger, purchase, or acquisition with or of another entity, such premises and employees will automatically be covered under this Coverage Part. You will not be required to notify us of such increase in the number of premises or employees, and we will not charge any additional premium for the remainder of the policy period for this coverage. Claim expenses B. We will reimburse you up to the limit stated in the Declarations for the reasonable costs, fees, and other expenses incurred by you with our prior written consent to pay an independent accounting, auditing, or other service, that is not a client, to determine the existence or amount of a loss covered under this Coverage Part. We will not make any payment under this subsection B unless there is a covered loss which exceeds the deductible, and any amounts we pay will be a part of, and not in addition to, the limit of liability applicable to such loss. Forgery claim expenses C. If you or an executive employee are sued because of the refusal to pay any instrument described in Section I. Insuring agreement B. Forgery on the basis it has been forged, altered, or counterfeited, and if you have our prior written consent to defend against the suit, we will pay for the reasonable legal expenses that you or the executive employee incur for that defense. No deductible will apply to this subsection C, and any amounts we pay will be in addition to, and not a part of, the limit of liability applicable to Section I. Insuring agreement B. Forgery. Identity fraud expenses D. We will pay up to the limit stated in the Declarations for identity fraud expenses incurred by you or an executive employee resulting directly from identity fraud, provided the identity fraud results from an occurrence that is discovered by you or an executive employee during the policy period, and the loss is reported to us in accordance with Section V. Your obligations, B. Notifying us of losses. We will not make any payment under this subsection D unless there is a covered loss which exceeds the deductible. III. Who is an For purposes of this Coverage Part, you, your, or insured means a named insured, subsidiary, insured employee benefit plan, or acquired entity, as defined below: Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 4 of 17 -'i'' Crime Coverage Part H I SCOX C-Sulte Loss Discovered Policy Named insured means the entity identified in Item 1 of the Declarations. Subsidiary means any entity of which the named insured has management control, either directly or indirectly through one or more other subsidiaries, before or during the policy period, but only for losses that take place while under the named insured's management control and are discovered by you or an executive employee during the policy period. Employee benefit plan means any welfare or pension benefit plan that is sponsored by the named insured, a subsidiary, or an acquired entity, whether or not such plan is subject to the Employee Retirement Income Security Act of 1974 (ERISA), as may be amended. Acquired entity means an entity in which the named insured, during the policy period: 1. acquires substantially all of the assets; 2. acquires the majority of its voting securities, as a result of which it becomes a subsidiary; or 3. merges and leaves the named insured as the surviving entity. This Coverage Part will cover losses sustained by an acquired entity at any time, including prior to such acquired entity's acquisition, provided the loss is discovered by you or an executive employee during the policy period. With respect to an acquired entity whose total assets exceed 35% of the named insured's total assets (as reflected in your most recent quarterly consolidated financial statements prior to the inception of this policy) at the time of its acquisition, any coverage under this Coverage Part will expire 90 days after the effective date of its acquisition unless, within such 90 day period: 1. the named insured provides us with written notice of such acquisition; 2. the named insured provides us with information related to such acquisition as we may reasonably require; 3. the named insured accepts any special terms, conditions, exclusions, or additional premium charge as we may reasonably require; and 4. we agree by written endorsement to provide such coverage IV. Limits of liability and settlement Employee dishonesty A. We will pay loss resulting from theft, forgery, extortion, or any other dishonest act committed by your employees, managers, directors, trustees, or authorized representatives only under Insuring agreements A. Fidelity or D. Tech fraud, 7. Virus Restoration or 8. Licensing Violation. There will be no coverage under any other Insuring agreements for loss resulting from such acts of employee dishonesty. Limits of liability B. The maximum we will pay for all covered loss will be as follows: The maximum amount we will pay for all covered loss resulting directly from an occurrence is the applicable limit stated in the Declarations. If the same occurrence is covered under more than one Insuring agreement, we will pay only under one limit, which will be the highest applicable limit. However, if the same occurrence is covered under Insuring agreement D.3. Cyber Deception and any other Insuring agreement(s), we will pay only under Insuring agreement D.3. Cyber Deception, regardless of which Insuring agreement has the highest applicable limit. Solely with respect to the coverage provided by Insuring agreement A.5. ERISA, the limit will apply separately to each employee benefit plan. If the same occurrence triggers both Insuring agreements A.1. Employee Theft and A.5. ERISA, we will pay under both limits. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 5 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy If the limit stated in the Declarations for Insuring agreement A.5. ERISA no longer complies with the minimum amount of coverage required for an employee benefit plan under ERISA, we agree to increase the limit applicable to each such employee benefit plan to an amount equal to the minimum amount of coverage required under ERISA, provided: a. the noncompliance was not due to investment in non -qualified assets; and b. the original limit was in compliance at the inception of the policy period. Any payments we make to an employee benefit plan for losses it sustains must be held by that employee benefit plan's sponsor for the use and benefit of the employee benefit plan. Ownership of property and C. This Coverage Part applies to personal property only as follows: interests covered 1. With respect to Insuring agreements A.1. Employee Theft and A.3. Vendor Theft, coverage is limited to property you own or lease. 2. With respect to Insuring agreements A.2. Third Parties' Property and DA. Customers' Accounts, coverage is limited to property: a. your client or vendor, or other person with whom you or your employees interact in connection with the performance of your business operations, owns or leases; b. your client or vendor, or other person with whom you or your employees interact in connection with the performance of your business operations, holds for others, whether or not anyone described in this part b is legally liable for the loss of such property; or C. that is owned, leased, or held by any individual or entity (other than you or an employee) for which you are legally liable. With respect to Insuring agreements, A.4. Executives' Property, B.3. Executives' Accounts, coverage is limited to property that an executive employee owns, leases, or holds for others. 4. With respect to all other Insuring agreements, coverage is limited to property: a. you own or lease; or b. you hold for others whether or not you are legally liable for the loss of such property. However, this policy is for your benefit only. It provides no rights or benefits to any other person or organization. Any claim for loss under this Coverage Part must be presented by you. Policy Bridge — Discovery D. If this policy replaces insurance that provided you with an extended period of time after replacing loss sustained cancellation to discover loss, which did not terminate at the time this policy became effective, we will not pay for any loss that occurred during the prior policy's policy period which you or an executive employee discover during that extended period to discover loss. However, we will pay the amount of any loss which exceeds the combined total of the limit and deductible of that prior policy if the loss would otherwise be covered under this Coverage Part. Any such payments will not be greater than the difference between the limit of that prior policy and the applicable limit of this Coverage Part. No deductible will apply to this excess loss. Recoveries E. 1. Any recoveries, whether made before or after any payment under this Coverage Part, or by you or us, will be applied as follows: a. first, to the expenses incurred by you or us to pursue the recovery, whoever incurred it; b. second, to you for your loss in excess of the amount of loss we paid under this Coverage Part, if the excess loss would otherwise be covered; Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 6 of 17 At, H ISCOX C-Suite Valuation Crime Coverage Part Loss Discovered Policy C. third, to us for all amounts we paid in settlement of your claim; d. fourth, to you for the amount of any applicable deductible you paid; and e. fifth, to you for any loss not covered under this Coverage Part resulting from the same occurrence. Accelerated Deductible Recovery: A percentage of all recoveries under part 1 above will be paid to you in satisfaction of any deductible. This percentage is the relationship between such deductible and the amount paid under this Coverage Part (e.g. a $50,000 payment with a $5,000 deductible will result in a 10% recovery percentage). Recoveries under this subsection D do not include any recovery: a. from insurance, suretyship, reinsurance, security, or indemnity taken for our benefit; or b. of original securities after duplicates of them have been issued. We will determine the value of any loss as follows: 1. Money: We will pay for loss of money issued by the United States up to its face value. At your option, we will pay for loss of money issued by any country other than the United States at face value in the money issued by that country or in the United States dollar equivalent. With respect to Bitcoin or any other digital currency, crypto currency, or electronic currency, we will pay for loss of such money in the United States dollar equivalent determined by the exchange rate published by the exchange in which you held such currency on the date the loss was discovered. 2. Securities: We will pay for loss of securities up to their face value at the close of business on the date the loss was discovered. At our option, we may pay: a. the market value of such securities or replace them in kind, and in return you must assign to us all of your rights, title, and interest in those securities; or b. the cost of any Lost Securities Bond required in connection with issuing duplicates of the securities. However, we will pay only up to the amount of the cost of the bond as would be charged for a bond having a penalty not exceeding the lesser of: i. the market value of the securities at the close of business on the date the loss was discovered; or ii. the limit of liability applicable to the loss. However, solely with respect to any loss of securities directly resulting from an extortion, we will pay the market value of such securities on the date they were surrendered, and not the date the extortion was discovered. 3. Other property: We will pay replacement cost, without deduction for depreciation, for loss of or damage to other property, or for loss from damage to the premises or its exterior. However, we will not pay more than the lowest of the following: a. the cost to replace the lost or damaged property with property of comparable material and quality and used for the same purpose; b. the amount you actually incur that is necessary to repair or replace the lost or damaged property; or C. the limit of liability applicable to the loss. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 7 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy However, solely with respect to any loss of other property directly resulting from an extortion, we will pay the lesser of: (1) its replacement cost without deduction for depreciation at the time such other property was surrendered, or (2) the limit of liability applicable to the loss. We will not make any payment on a replacement cost basis: until the lost or damaged property is actually repaired or replaced; and unless the repair or replacement is made as soon as reasonably possible after the loss or damage. If the lost or damaged property is not repaired or replaced, we will pay on an actual cash value basis. We will, at our option, pay loss of or damage to property other than money in the currency of the country in which the loss or damage occurred or in the United States dollar equivalent. If you sustain a covered loss in a country outside of the United States or its territories or possessions, and you incur additional federal or state tax liability as a result of our payment in the United States rather than the country in which the loss was sustained, we will adjust the loss to compensate you for such tax liabilities. Any property we pay for or replace becomes our property. V. Your obligations Deductible A. Except for loss covered by Insuring agreement A.5. ERISA, we will have no obligation to make any payment under this Coverage Part unless the amount of the loss exceeds the applicable deductible. We will then pay the amount of loss in excess of the deductible, up to the applicable limit of liability. Notifying us of losses B. After you or an executive employee discovers a loss of, damage to, or a situation that may result in loss of or damage to, money, securities, or other property that, in your best estimate, would exceed 50% of the deductible, you must: 1. notify us as soon as possible after discovery of such loss, damage, or situation; 2. give us a detailed, sworn proof of loss within 120 days after your notification to us of such loss, damage, or situation; 3. cooperate with us in the investigation and settlement of any claim; 4. produce for our examination all pertinent records; 5. submit to examination under oath at our request and give us a signed statement of your answers; 6. secure all of your rights of recovery against any person or organization responsible for the loss and do nothing to impair those rights; 7. send us, within 60 days after our request, receipts, bills, or other records that support any claim for identity fraud expenses covered under Section II. Coverage enhancements, D. Identity fraud expenses; and 8. notify the local law enforcement authorities, but only if you have reason to believe any loss (except for loss covered under Insuring agreement A. Fidelity) involves a violation of law. Records C. You must keep records of all property covered by this Coverage Part so that we can verify the amount of any loss. Unreported extortion D. As a condition precedent to coverage under Insuring agreement C.3. Extortion, you must use reasonable efforts to report any threat communicated to you to an executive employee, the appropriate local law enforcement authorities, and the FBI prior to surrendering the money, securities, or other property. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 8 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy VI. Exclusions — What is not covered A. Exclusions applicable to the entire Crime Coverage Part We will have no obligation to pay any sums under this Coverage Part for any: Acts committed by owners 1. loss resulting from theft or any other dishonest act committed by: a. you; b. any of your partners or members; or C. any natural person who has a 25% or greater ownership in any one or more insureds, whether acting alone or in collusion with other persons. However, this exclusion will not apply to otherwise covered acts committed by a fiduciary under Insuring agreement A.5. ERISA. Confidential or personal 2. loss resulting from: information a. the disclosure or use of another person's or organization's confidential or personal information; or b. the disclosure of your confidential or personal information; however, this subsection b will not apply to otherwise covered loss directly resulting from the use of your confidential or personal information. For purposes of this exclusion, confidential or personal information includes, but is not limited to, patents, trade secrets, processing methods, customer lists, financial information, credit card information, social security numbers, health information, or any other type of non-public information. Data security breach 3. fees, costs, fines, penalties, or other expenses arising out of or related to the acquisition, access, use, disclosure, or improper collection of, or failure to protect, any personally identifiable information or confidential corporate information, including but not limited to patents, trade secrets, processing methods, customer lists, financial information, credit card information, social security numbers, health information, or any other type of non-public information. Governmental action 4. loss resulting from seizure or destruction of property by order of any governmental authority. Indirect loss 5. loss that is an indirect result of a covered occurrence, including but not limited to: a. loss resulting from the inability to realize income that would have been realized had there been no loss of or damage to money, securities, or other property; b. payment of damages of any type for which you are legally liable; however, we will pay compensatory damages directly resulting from an otherwise covered loss; or C. payment of costs, fees, or other expenses you incur to establish the existence or amount of loss under this Coverage Part, except amounts covered under Section II. Coverage enhancements, B. Claim expenses or D. Identity fraud expenses. Legal fees, costs, and 6. fees, costs, and expenses incurred by you which are related to any legal action, except expenses amounts covered under Section ll. Coverage enhancements, B. Claim expenses, C. Forgery claim expenses, or D. Identity fraud expenses. Prior dishonesty 7. loss caused by an employee if you or an executive employee who did not act in collusion with the employee learned, prior to the policy period, that the employee had committed any theft, forgery, or other dishonest act; however, this exclusion will not apply if the theft, forgery, or other dishonest act was committed prior to the employee becoming your employee and the amount involved in such act did not exceed $10,000. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 9 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy B. Exclusion applicable only to Insuring We will have no obligation to pay any sums under Insuring agreement A. Fidelity for any: agreement A. Fidelity Trading 8. loss resulting from trading, whether in your name or in a genuine or fictitious account; however, this exclusion will not apply to direct losses caused by theft or forgery which result in improper financial gain to an employee. For purposes of this exclusion, direct losses mean only the amount of improper financial gain to the employee and do not include salary, commissions, fees, or other compensation, including but not limited to promotions and raises associated with employment, paid by you to such employee. C. Exclusions applicable only to Insuring We will have no obligation to pay any sums under Insuring agreement C. Inside and outside loss agreement C. Inside for any: and outside loss Accounting or arithmetic 9. loss resulting from accounting or arithmetic errors or omissions. errors or omissions Exchanges or purchases 10. loss resulting from the giving or surrendering of property in any exchange or purchase; however, this exclusion will not apply to an otherwise covered extortion. Fire 11. loss or damage resulting from fire, however caused, except we will pay for otherwise covered: a. loss of or damage to money or securities; and b. loss from damage to a safe or vault. Motor vehicles or equipment 12. loss of or damage to motor vehicles, trailers or semi -trailers, or equipment and accessories and accessories attached to them. Vandalism 13. loss of or damage to the premises or its exterior, or to any safe, vault, cash register, cash box, cash drawer, or other property resulting from vandalism or malicious mischief. Voluntary parting of title to or 14. loss resulting from you, or anyone acting on your express or implied authority, being induced possession of property by any dishonest act to voluntarily part with title to or possession of any property; however, this exclusion will not apply to an otherwise covered extortion. D. Exclusions applicable only to Insuring We will have no obligation to pay any sums under Insuring agreement D. Tech fraud, parts 1, 2, 3, agreement D. Tech 4, or 5 for any loss resulting from: fraud Authorized users 15. the use of your computer system by a person who is authorized to access such computer system, except we will pay otherwise covered loss resulting from cyber deception or erroneous funds transfer. Credit card transactions 16. the actual or purported use of credit, debit, charge, access, convenience, identification, stored -value, or other cards, or the information contained on such cards. Exchanges or purchases 17. the giving or surrendering of property in any exchange or purchase. We will have no obligation to pay any sums under Insuring agreement D. Tech fraud, parts 7 or 8 for any loss resulting from: Errors or omissions 18. errors or omissions in the design, programming, or processing of computer programs or electronic data; however, this exclusion will not apply to loss resulting from a virus which is contracted because of an innocent mistake or omission by you or anyone on your behalf in securing your computer system. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 10 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy Fraudulent preparation or 19. the fraudulent preparation or input of electronic data or computer programs; however, this input exclusion will not apply to loss resulting from a virus which is contracted because of an innocent mistake or omission made by you or anyone on your behalf in the course of securing your computer system. VII. Definitions The following definitions apply to this Coverage Part. Additional definitions are contained in Section III. Who is an insured, and in the General Terms and Conditions, Section VI. Definitions applicable to all Coverage Parts. If a term is defined in this Coverage Part differently than defined anywhere else in this policy, the definitions in this Coverage Part will apply to the coverage afforded under this Coverage Part. Client means any individual or entity to whom you provide goods or services, including any client of such client. Computer fraud means the use of any computer system to make a fraudulent transfer of money, securities, or other property from inside the premises or financial institution premises to a person (other than a messenger) or place outside the premises or financial institution premises. Computer fraud does not include any fraudulent transfer of money, securities, or other property which required you, your employees, your executive employees, or others on your behalf to take any action in order to complete the transfer of such money, securities, or other property. Custodian means you, any of your partners or members, or any employee, but only while having care and custody of property covered by this Coverage Part inside the premises. Custodian does not include any person while acting as a watchperson or janitor, unless such person is also an employee. Cyber deception means the intentional misleading or deception of an employee or executive employee by a person falsely purporting to be your client, vendor, employee, or executive employee through social engineering, pretexting, phishing, spear phishing, whaling, or any other confidence trick communicated by email, text, instant message, telephone, or other electronic means, which results in your transfer, payment, or delivery of money or securities. Deductible means the amount stated as such under the Crime section of the Declarations. Discover, discovered, or discovery Employee means when you or an executive employee first becomes aware of facts which would cause a reasonable person to believe a loss has been or will be sustained, regardless of whether the exact amount or details of the loss is known. Solely with respect to an extortion, discover, discovered, or discovery means when the threat is first communicated to you or an executive employee. Discover, discovered, or discovery also means the first receipt by you or an executive employee of notice of an actual or potential claim in which it is alleged that you are liable to a third party under circumstances which would constitute a loss under this Coverage Part. means any: 1. natural person: a. while in your service; b. whom you compensate directly by salary, wages, or commissions; and C. whom you have the right to direct and control while performing services for you; 2. natural person independent contractor who is contracted by you to perform services or provide goods for or on your behalf; 3. natural person who is leased to you or who is your temporary employee; 4. natural person who is a former employee, partner, member, manager, director, or trustee retained as a consultant while performing services for you; 5. natural person who is a student, volunteer, or intern performing services for you; Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 11 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy 6. natural person who is your manager, director, or trustee while performing acts within the usual duties of an employee; 7. natural person who is a non -compensated officer of an insured; 8. natural person who is a committee member of an insured; or 9. person described in parts 1 through 8 above while on military, disability, family, medical, or similar leave. Coverage under this Coverage Part will apply to any employee for the first 60 days immediately after their termination, unless such termination is due to theft, forgery, or any other dishonest act committed by the employee. Employee does not include any agent (regardless of whether there is a written agreement as specified in the definition of vendor), broker, factor, commission merchant, consignee, representative, or person in a similar position unless specified in 1 through 9 above. Erroneous funds transfer means the accidental and erroneous transfer of money or securities to an unauthorized account resulting directly from the inputting of an inaccurate account number, routing number, or other identifier for the account to which the money or securities are intended and authorized to be transferred. Erroneous funds transfer does not include the accidental and erroneous transfer of money or securities to an unauthorized account as the result of a cyber deception. Executive employee means your proprietor, natural person partner, member of the board of directors, member of the board of trustees, member, manager, officer, and any employee in a risk management, general counsel, insurance, or human resources department or function. Solely with respect to Insuring agreement A.5. ERISA, executive employee also includes a fiduciary. Solely with respect to Section II. Coverage enhancements, D. Identity fraud expenses, executive employee also includes any spouse, child under the age of 18, or relative living in the household of the executive employee. Extortion means a communication directed toward you threatening to: 1. inflict bodily harm on you (if you are a sole proprietorship) or any of your employees, executive employees, members, managers, or any relative(s) or invitee(s) of any of these persons, if such person was captured or allegedly captured in a country not excluded under Section VIII. Other provisions affecting coverage, C. Excluded countries for extortion; 2. damage the premises or any property within the premises, provided such premises is not located in a country excluded under Section VIII. Other provisions affecting coverage, C. Excluded countries for extortion; 3. introduce a denial of service attack into your computer system; 4. contaminate, pollute, or render your products or goods unmarketable; or 5. disseminate, divulge, or use your confidential or personal information, another person's or organization's confidential or personal information, or any weaknesses in the source code in your computer system, for the purpose of inducing you to surrender money, securities, or other property. Fiduciary means any natural person fiduciary, trustee, administrator, or other plan official, while in the regular service of an employee benefit plan, and any other natural person who handles employee benefit plan assets (including an employee of a TPA or other vendor) who is required to be bonded by the Employee Retirement Income Security Act of 1974 (ERISA), as may be amended. Financial institution means: 1. a bank, savings bank, savings and loan association, trust company, credit union, or similar thrift depository institution; 2. an insurance company; or 3. a stock brokerage firm, mutual fund, liquid assets fund, or similar investment company. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 12 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy Financial institution means the interior of that portion of any building occupied by a financial institution, transfer agent premises or registrar, or similarly recognized place of safe deposit including a night depository chute, ATM owned by such financial institution (wherever located), or safe of such institution. Forgery means signing the name of another person or organization with the intent to deceive, whether in writing or through an electronic identifier. Forgery does not include a signature which consists in whole or in part of one's own name, whether signed with or without authority, in any capacity, and for any purpose. Funds transfer fraud means a: 1. telefacsimile, telephone, or other electronic instruction directing a financial institution to debit a transfer account and to transfer, pay, or deliver money or securities from that transfer account, which instruction purports to have been transmitted by you, but was in fact fraudulently transmitted by someone else without your knowledge or consent; or 2. written instruction (other than those described in Insuring agreement B. Forgery) issued to a financial institution directing such institution to debit a transfer account and to transfer, pay, or deliver money or securities from that transfer account, through an electronic funds transfer system at specified times or under specified conditions, which instruction purports to have been issued by you, but was in fact issued, forged, or altered by someone else without your knowledge or consent. Funds transfer fraud does not include any transfer, payment, or delivery of money or securities which required you, your employees, your executive employees, or others on your behalf to take any action in order the complete the transfer, payment, or delivery of such money or securities. Identity fraud means the unlawful and knowing transfer or use of a form of identification belonging to your business or any executive employee with the intent to commit, or to aid or abet another to commit, any unlawful activity constituting a violation of federal law or a felony under any applicable state or local law. Identity fraud expense means: 1. advertising and public relations expenses incurred by you to restore your business reputation as a result of an identity fraud; 2. costs incurred by you or any executive employee to notarize affidavits or similar documents attesting to fraud, as required by financial institutions or similar credit grantors or credit agencies; 3. costs incurred by you or any executive employee for certified mail to law enforcement agencies, credit agencies, financial institutions, or similar credit grantors; 4. costs incurred by you or any executive employee to obtain credit reports; 5. costs to provide one year of credit monitoring services to monitor, restore, and/or protect your or any executive employee's credit; 6. lost income incurred by you or any executive employee resulting from any time taken off work to complete fraud affidavits or meet with or talk to law enforcement agencies, credit agencies, and/or legal counsel, up to a maximum of $250 per day. The most we will pay for lost income under this part 6 will be $10,000 or the applicable limit of liability, whichever is less; 7. loan application fees incurred by you or any executive employee to reapply for a loan when the original application is rejected solely because the lender received incorrect credit information; 8. reasonable attorneys' fees to: a. defend lawsuits brought against you or any executive employee by merchants, vendors, suppliers, financial institutions, or their collection agencies; b. remove any criminal or civil judgments wrongly entered against you or any executive employee; or Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 13 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy C. challenge the accuracy or completeness of any information in a consumer credit report for you or any executive employee; 9. charges incurred by you or any executive employee for long distance telephone calls to merchants, vendors, suppliers, customers, law enforcement agencies, financial institutions, or similar credit grantors or credit agencies to report or discuss an actual identity fraud; and 10. any other reasonable expense incurred by you or any covered individual with our prior written consent. Manager means a natural person serving in a directorial capacity for a limited liability company. Member means an owner of a limited liability company represented by its membership interest, who, if a natural person, may also serve as a manager. Messenger means you, your relative, any of your partners or members, or any employee while having care and custody of property covered by this Coverage Part outside the premises. Money means: 1. currency, including Bitcoin or any other digital currency, crypto currency, or electronic currency, coins, or bank notes in current use anywhere in the world and having a face value; 2. bullion; 3. traveler's checks and money orders held for sale to the public; or 4. funds on deposit at a financial institution. Occurrence means: 1. under Insuring agreements, A. Fidelity and D.8. Licensing Violation: a. an individual act; b. the combined total of all separate acts whether or not related; or C. a series of acts whether or not related, committed by an employee, fiduciary, or employee of a vendor acting alone or in collusion with other persons, prior to or during the policy period, or both. 2. under Insuring agreement B. Forgery: a. an individual act; b. the combined total of all separate acts whether or not related; or C. a series of acts whether or not related; committed by a person acting alone or in collusion with other persons, involving one or more instruments, prior to or during the policy period, or both. 3. under all other Insuring agreements: a. an individual act or event; b. the combined total of all separate acts or events whether or not related; or C. a series of acts or events whether or not related; committed by a person acting alone or in collusion with other persons, or not committed by any person, prior to or during the policy period, or both. Under Insuring agreement D.7. Virus Restoration, with respect to a virus only, once you have restored your computer system to the level of operational capability that existed before the virus occurred, any recurrence of the same virus will constitute a separate occurrence. Other property means any tangible property other than money or securities that has intrinsic value. Other property does not include computer programs, electronic data, or any property specifically excluded under this Coverage Part. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 14 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy Policy period means the period of time stated in Item 2 of the Declarations. Premises means the interior of that portion of any building you occupy in conducting your business operations. If you conduct your business operations outdoors or in an open air venue, premises will also mean the area you or your employees, clients, or vendors occupy in the course of such business operations. Robbery means the unlawful taking of property from the care and custody of a person by one who has: 1. caused or threatened to cause that person bodily harm; or 2. committed an obviously unlawful act witnessed by that person. Safe burglary means the unlawful taking of property from within a locked safe or vault by a person who entered the safe or vault unlawfully, as evidenced by marks of forcible entry on its exterior. Safe burglary includes the unlawful taking of a safe or vault from inside the premises. Securities means instruments or contracts representing money, property, or a debt or equity interest in an entity, including: 1. stocks and bonds, whether or not evidenced by a certificate; 2. tokens, tickets, revenue, and other stamps (whether represented by actual stamps or unused value in a meter) in current use; 3. gift certificates and gift cards; 4. casino chips issued by you; and 5. evidences of debt issued in connection with credit or charge cards not issued by you, but does not include money. Theft means the unlawful taking of property to its owner's deprivation. Transfer account means an account maintained at a financial institution from which one can initiate the transfer, payment, or delivery of money or securities by means of: 1. telefacsimile, telephone, or other electronic instruction; or 2. written instructions (other than those covered under Insuring agreement B. Forgery) establishing the conditions under which transfers are to be initiated by such financial institution through an electronic funds transfer system. Vendor means an entity that provides goods or services to you pursuant to a written agreement. Solely with respect to Insuring agreement A.2. Third Parties' Property, vendor also includes any entity that provides goods or services to you pursuant to an oral agreement. Vendor does not include any independent contractor, financial institution, asset manager, broker -dealer, or armored motor vehicle company. Voice computer system means a computer system installed in one location which provides a capability used for the direction or routing of telephone calls in a voice communications network. Watchperson means any person retained by you specifically to have care and custody of property covered by this Coverage Part inside the premises and who has no other duties. Watchperson does not include an employee. You, your, or insured means a named insured, subsidiary, employee benefit plan, or acquired entity, as defined in Section III. Who is an insured. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 15 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy VIII. Other provisions affecting coverage Cancellation A. 1. This Coverage Part may be canceled by the named insured (or, if there is more than one named insured, the first one listed in the Declarations) by giving written notice, which must include the date the cancellation will be effective, to us at the address stated in the Declarations. 2. This Coverage Part may be canceled by us by mailing to the named insured by registered, certified, or other first-class mail (or by email where allowed by applicable law), at the named insured's address (or email address) stated in Item 1 of the Declarations, written notice which must include the date the cancellation will be effective. The effective date of the cancellation will be no less than: (i) 60 days after the date of the notice of cancellation; or (ii) fifteen days after the date of the notice of cancellation if the cancellation is due to nonpayment of premium. 3. The mailing (or emailing) of the notice will be sufficient proof of notice, and this Coverage Part will terminate at the date and hour specified in the notice. 4. If this Coverage Part is canceled, whether by you or us, we will return a pro rata proportion of the premium. 5. Payment or tender of any unearned premium by us will not be a condition precedent to the cancellation, but such payment will be made as soon as possible. 6. If this Coverage Part is canceled as to any insured, loss sustained by that insured will be covered under this Coverage Part only if it is discovered by you or an executive employee pursuant to the rules contained in subsection D. Extended period to discover loss below. Examination of your books B. We may examine and audit your books and records as they relate to this Coverage Part at and records any time during the policy period and up to three years afterward. Excluded countries for C. We will have no obligation to pay any sums under this Coverage Part for any extortion which extortion involves a threat to: (i) inflict bodily injury to any person(s) who was captured or allegedly captured in; or (ii) damage a premises or any property within a premises located in, any of the countries listed in the Excluded Countries - Extortion endorsement attached to this Coverage Part. Extended period to discover D. If this Coverage Part or any Insuring agreement is canceled as to any insured, or any loss subsidiary ceases to be a subsidiary, we will still pay for loss that insured sustained prior to the effective date of cancellation, or the date the subsidiary ceased to be a subsidiary, provided the loss is discovered by you or an executive employee no later than: 1. 60 days after the date of the cancellation or change in ownership or control of the subsidiary, provided this extended period to discover loss will terminate immediately on the effective date of any other similar insurance obtained by that insured, whether or not such other insurance provides coverage for loss sustained prior to its effective date; or 2. one year after the date of the cancellation with regard to any employee benefit plans under Insuring agreement A.5. ERISA. Inventory shortages E. If you claim any loss which: 1. involves property contained in any money operated device, we will not be obligated to pay any sums under this Coverage Part for such loss unless the amount of money deposited in the device is recorded by a continuous recording instrument in the device. 2. is dependent on an inventory computation or a profit and loss computation in order to establish its existence or the amount of the loss, we will not be obligated to pay any sums under this Coverage Part for such loss unless you establish apart from such Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 16 of 17 At, HISCOXC-Suite Crime Coverage Part Loss Discovered Policy computations that you have sustained a loss. You may offer your inventory records and actual physical count of inventory in order to establish such loss. Joint insured F. 1. If the named insured is no longer covered under this Coverage Part, then the subsidiary with the most assets will have the sole responsibility for acting on behalf of all other insureds with respect to the obligations described in this Section V. Your obligations. 2. Any knowledge possessed by one insured will be imputed to every other insured. 3. An employee of any insured is considered an employee of every insured. 4. We will only be obligated to pay up to the applicable limit of liability for any covered loss under this Coverage Part, regardless of the number of insureds who sustain the loss, except in the event the loss is sustained by more than one employee benefit plan under Insuring agreement A.5. ERISA. 5. Payment by us to the first named insured (or employee benefit plan if applicable under Insuring agreement A.5. ERISA) for loss sustained by you will fully release us from our obligations with respect to that loss. Legal action against us G. You may not bring any legal action against us involving any loss: 1. unless you have complied with all of the terms of this policy; 2. until 90 days after you have filed a proof of loss with us; and 3. unless brought within two years from the date you or an executive employee discovered the loss. If any limitation in this subsection G is prohibited by law, it will be deemed amended to equal the minimum period of limitation provided by applicable law. Liberalization H. To the extent we adopt any changes to our Crime insurance policies after the issuance of this Coverage Part which provide broader coverage than the coverage provided by this Coverage Part, the relevant provisions of this Coverage Part will be deemed replaced by the broader language. Other insurance I. If other valid and collectible insurance is available to you for a loss covered under this Coverage Part, we will only pay for the amount of loss that exceeds the limit of insurance and deductible amount of that other insurance, whether you can collect on it or not. Our payment for any loss is subject to the terms and conditions of this Coverage Part. However, if loss covered under this Coverage Part and other insurance available to you is subject to a retention or deductible, we will recognize erosion of the deductible by the total of all such other insurance plus any deductible applicable to that other insurance. Includes copyrighted material of Insurance Services Offices, Inc., with its permission CSUCRI P0001A CW (07/17) Page 17 of 17 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Sui#e(646)452-2353 Endorsement 1 NAMED INSURED: RTR Financial Services, Inc. E2507.1 Nuclear Incident Exclusion Clause — Liability -Direct (Broad) Endorsement In consideration of the premium charged, and on the understanding this endorsement leaves all other terms, conditions, and exclusions unchanged, it is agreed: We will have no obligation to pay any sums under this policy, including any claim expenses or any other loss, for any claim, occurrence, breach, event, or coverage enhancement: A. Under any liability coverage, for injury, sickness, disease, death, or destruction: for which you are also insured under a nuclear energy liability policy issued by the Nuclear Energy Liability Insurance Association, Mutual Atomic Energy Liability Underwriters, or Nuclear Insurance Association of Canada, or would be insured under any such policy but for exhaustion of its limit of liability; or resulting from the hazardous properties of nuclear material and with respect to which: a. any person or organization is required to maintain financial protection pursuant to the Atomic Energy Act of 1954, as amended; or b. you are, or had this policy not been issued would be, entitled to indemnity from the United States of America, or any agency thereof, under any agreement entered into by the United States of America, or any agency thereof, with any person or organization. B. Under any Medical Payments coverage, or under any Supplementary Payments provision relating to immediate medical or surgical relief, for expenses incurred with respect to bodily injury, sickness, disease, or death resulting from the hazardous properties of nuclear material and arising out of the operation of a nuclear facility by any person or organization. C. Under any liability coverage, for injury, sickness, disease, death, or destruction resulting from the hazardous properties of nuclear material, if: 1. the nuclear material is at any nuclear facility owned or operated by you or on your behalf, or has been discharged or dispersed from such a facility; 2. the nuclear material is contained in spent fuel or waste which is or was at any time possessed, handled, used, processed, stored, transported, or disposed of by you or on your behalf; or 3. the injury, sickness, disease, death, or destruction arises out of the furnishing by you of services, materials, parts, or equipment in connection with the planning, construction, maintenance, operation, or use of any nuclear facility, but if such facility is located within the United States of America, its territories or possessions, or Canada, this exclusion (3) applies only to injury to or destruction of property at such nuclear facility. D. Under a Crime coverage, any loss, damage, or injury resulting from nuclear reaction or radiation, however caused. As used in this endorsement: Hazardous properties includes radioactive, toxic, or explosive properties; Nuclear material means source material, special nuclear material, or byproduct material; Nuclear reactor means any apparatus designed or used to sustain nuclear fission in a self-supporting chain reaction or to contain a critical mass of fissionable material; Source material, special nuclear material, nuclear reactor, and byproduct material have the meanings given them in the Atomic Energy Act of 1954, as amended; Spent fuel means any fuel element or fuel component, solid or liquid, which has been used or exposed to radiation in a nuclear reactor; CSU E2507 CW (07/17) Page 1 of 2 CRlENADREN40 11, 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC—►7�+ uite (646)452-2353 Endorsement 1 NAMED INSURED: RTR Financial Services, Inc. Waste means any waste material: 1. containing byproduct material; and 2. resulting from the operation by any person or organization of any nuclear facility included in paragraph 1 or 2 of the definition of nuclear facility; Nuclear facility means: 1. any any nuclear reactor; 2. any any equipment or device designed or used for: a. separating the isotopes of uranium or plutonium; b. processing or utilizing spent fuel; or C. handling, processing, or packaging waste; 3. any equipment or device used for the processing, fabricating, or alloying of special nuclear material, if at any time the total amount of such material in your custody at the premises where such equipment or device is located consists of or contains more than 25 grams of plutonium or uranium 233 or any combination thereof, or more than 250 grams of uranium 235; or 4. any structure, basin, excavation, premises, or place prepared or used for the storage or disposal of waste. Nuclear facility includes the site on which any of the foregoing is located, all operations conducted on such site, and all premises used for such operations; With respect to injury to or destruction of property, "injury" or "destruction" includes all forms of radioactive contamination of property. All other terms and conditions remain unchanged. Endorsement effective Endorsement No: Hiscox Inc. Authorized Representative Kevin Kerridge 07/11 /2019 1 Certificate No.: Processed Date UC21582831.19 06/10/2019 CSU E2507 CW (07/17) Page 2 of 2 CRlENADREN40 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Suits (646)452-2353 Endorsement 2 NAMED INSURED: RTR Financial Services, Inc. E2624.1 War and Civil War Exclusion Endorsement [ ] Declarations [X] General Terms and Conditions [ ] D&O Coverage Part [ ] Public Officials Liability Coverage Part [ ] Educators Legal Liability Coverage Part [ ] EPL Coverage Part [ ] Fiduciary Coverage Part [ ] Employed Lawyers Coverage Part In consideration of the premium charged, and on the understanding this endorsement leaves all other terms, conditions, and exclusions unchanged, it is agreed the Coverage Part(s) selected above is amended as follows: This policy does not apply to and we will have no obligation pay any sums under this policy, including any damages, claim expenses, or other loss, for any claim, breach, event, or occurrence directly or indirectly occasioned by, happening through, or in consequence of: 1. war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military, or usurped power; or 2. confiscation, nationalization, requisition, destruction of, or damage to property by or under the order of any government, public, or local authority. Endorsement effective: 07/11/2019 Certificate No.: UC21582831.19 Endorsement No: Hiscox Inc. Authorized Representative Kevin Kerridge Processed Date: 06/10/2019 CSU E2624 CW (07/17) Page 1 of 1 CRlENADREN40 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Sui#e(646)452-2353 Endorsement 3 NAMED INSURED: RTR Financial Services, Inc. E1100.1 New York Amendatory Endorsement In consideration of the premium charged, and on the understanding this endorsement leaves all other terms, conditions, and exclusions unchanged, it is agreed the Crime Coverage Part is amended as follows: In Section IV. Limits of liability and settlement, the following is added to the end of F. Valuation: Upon request, we will furnish you, or your representative with a written estimate of damages to real property, specifying all deductions, provided such an estimate has been prepared by us or has been prepared on our behalf for our own purposes. This estimate will be provided within thirty days after your request or its preparation, whichever is later. In Section All. Other provisions affecting coverage, A. Cancellation, part 2 is deleted in its entirety and replaced with the following: This Coverage Part may be cancelled by us by mailing to the named insured by registered, certified, or other first class -mail (or by email where allowed by applicable law), at the named insured's address (or email address) stated in Item 1 of the Declarations, written notice, including the reason for cancellation and the date the cancellation will be effective. We will also mail (or email) notice of cancellation to the named insured's authorized agent or broker, if any. a. If this Coverage Part has been in effect for 60 days or less, the effective date of the cancellation will be no less than: i. 15 days before the effective date of the cancellation if we cancel for any reason included in part b. below; or ii. 60 days before the effective date of the cancellation if we cancel for any other reason. b. If this Coverage Part has been in effect for more than 60 days, or if this is a renewal of a policy we issue, the effective date of the cancellation will be no less than 15 days after the date of the notice of cancellation only for any of the following reasons: i. Non-payment of premium, provided however, that a notice of cancellation on this ground will inform the named insured of the amount due; ii. Conviction of a crime arising out of acts increasing the risk of loss; iii. Discovery of fraud or material misrepresentation in the obtaining of this Coverage Part or in making a claim; iv. After issuance of this Coverage Part or after the last renewal date, discovery of an act or omission, or a violation of any policy condition, that substantially and materially increases the hazard insured against, and which occurred subsequent to the inception of the current policy period; V. Material change in the nature or extent of the risk, occurring after the issuance or last annual renewal anniversary date of this Coverage Part that causes the risk of loss to be substantially and materially increased beyond that contemplated at the time the Coverage Part was issued or last renewed; vi. A determination by the New York State Superintendent of Financial Services that continuation of our present premium volume would jeopardize our solvency or be hazardous to the interest of our policyholders, creditors or the public; CSUCRI E1100 NY (07/17) Page 1 of 2 CRlENADREN40 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Sui#e(646)452-2353 Endorsement 3 NAMED INSURED: RTR Financial Services, Inc. vii. A determination by the New York State Superintendent of Financial Services that the continuation of this policy would violate, or would place us in violation of any provision of the New York Insurance Code; or viii. We have reason to believe, in good faith, that you will destroy or permit to be destroyed, the insured property for purposes of collecting the insurance proceeds. If we cancel for this reason, you may make a written request to the Department of Financial Services, within ten days of the receipt of our notice, to review our decision to cancel. We will also, simultaneously, send a copy of this cancellation to the Department of Financial Services. Endorsement effective: 07/11/2019 Endorsement No: Hiscox Inc. Authorized Representative Kevin Kerridge Certificate No.: Processed Date: UC21582831.19 [d�f[ilf�i7�] CSUCRI E1100 NY (07/17) Page 2 of 2 CRlENADREN40 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Sui#e(646)452-2353 Endorsement 4 NAMED INSURED: RTR Financial Services, Inc. E1427.1 Persons or Classes of Persons Excluded Endorsement In consideration of the premium charged, and on the understanding this endorsement leaves all other terms, conditions, and exclusions unchanged, it is agreed the Crime Coverage Part is amended as follows: The following exclusion is added to the end of Section VI. Exclusions — What is not covered, A. Exclusions applicable to the entire Crime Coverage Part: Specified persons or classes of PE-1. loss caused by an occurrence committed by any person or class of persons listed persons below: Employees who sign checks Endorsement effective Endorsement No: Hiscox Inc. Authorized Representative Kevin Kerridge 07/11 /2019 4 Certificate No.: Processed Date: UC21582831.19 06/10/2019 CSUCRI E1427 CW (07/17) Page 1 of 1 CRlENADREN40 11, �+ 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC-Su[#e(646)452-2353 Endorsement 5 NAMED INSURED: RTR Financial Services, Inc. E1422.1 Loss Payable Endorsement In consideration of the premium charged, and on the understanding this endorsement leaves all other terms, conditions, and exclusions unchanged, it is agreed the Crime Coverage Part is amended as follows: SCHEDULE [X] Joint Payee State of New York, State University of New York State University of New York at Stony Brook Stony Brook University Procurement Department Research & Development Park, Research & Support Services Attn: Laura Beck, Contract Officer Stony Brook, NY 11794-6000 TOWNSHIP OF EDISON DIVISION OF PURCHASING 100 MUNICIPAL BLVD EDISON, NJ 08817 [ ] Sole Payee I. If "Joint Payee" is selected in the above Schedule, you agree that any loss payable under this policy will be jointly paid to you and any Joint Payee(s) listed in the Schedule according to the corresponding percentages. Any such payment we make will constitute payment to you. We agree that we will make all such payments jointly to you and the Joint Payee(s), and we will not make any payment solely to you unless we receive a request in writing from the Joint Payee(s) to make such payment to you. II. If "Sole Payee" is selected in the above Schedule, you agree that any loss payable under this policy will be paid to the Sole Payee(s) listed in the Schedule according to the corresponding percentages, and that any such payment will constitute payment to you. We will make all such payments to the Sole Payee(s) and we will not make any payment solely to you unless we receive a request in writing from the Sole Payee(s) to make such payment to you. CSUCRI E1422 CW (07/17) Page 1 of 2 CRlENADREN40 11, 520 Madison Avenue 32nd Floor, New York, NY 10022 HISCOXC—►7�+ uite (646)452-2353 Endorsement 5 NAMED INSURED: RTR Financial Services, Inc. III. This policy is for your benefit only. It provides no rights or benefits to any other person or organization, including any entity listed in the above Schedule, other than to receive payment for loss as provided by Sections I. and Il. of this Endorsement. You must present any claim for loss covered under this policy. Endorsement effective Endorsement No: Hiscox Inc. Authorized Representative Kevin Kerridge 07/11 /2019 Certificate No.: Processed Date: UC21582831.19 06/10/2019 CSUCRI E1422 CW (07/17) Page 2 of 2 CRlENADREN40 r$v HISCOX ECONOMIC AND TRADE SANCTIONS POLICYHOLDER NOTICE Hiscox is committed to complying with the U.S. Department of Treasury Office of Foreign Assets Control (OFAC) requirements. OFAC administers and enforces economic sanctions policy based on Presidential declarations of national emergency. OFAC has identified and listed numerous foreign agents, front organizations, terrorists, and narcotics traffickers as Specially Designated Nationals (SDN's) and Blocked Persons. OFAC has also identified Sanctioned Countries. A list of Specially Designated Nationals, Blocked Persons and Sanctioned Countries may be found on the United States Treasury's web site http://www.treas.gov/offices/enforcement/ofac/. Economic sanctions prohibit all United States citizens (including corporations and other entities) and permanent resident aliens from engaging in transactions with Specially Designated Nationals, Blocked Persons and Sanctioned Countries. Hiscox may not accept premium from or issue a policy to insure property of or make a claim payment to a Specially Designated National or Blocked Person. Hiscox may not engage in business transactions with a Sanctioned Country. A Specially Designated National or Blocked Person is any person who is determined as such by the Secretary of Treasury. A Sanctioned Country is any country that is the subject of trade or economic embargoes imposed by the laws or regulations of the United States. In accordance with laws and regulations of the United States concerning economic and trade embargoes, this policy may be rendered void from its inception with respect to any term or condition of this policy that violates any laws or regulations of the United States concerning economic and trade embargoes including, but not limited to the following: (1) Any insured under this Policy, or any person or entity claiming the benefits of such insured, who is or becomes a Specially Designated National or Blocked Person or who is otherwise subject to US economic trade sanctions; (2) Any claim or suit that is brought in a Sanctioned Country or by a Sanctioned Country government, where any action in connection with such claim or suit is prohibited by US economic or trade sanctions; (3) Any claim or suit that is brought by any Specially Designated National or Blocked Person or any person or entity who is otherwise subject to US economic or trade sanctions; (4) Property that is located in a Sanctioned Country or that is owned by, rented to or in the care, custody or control of a Sanctioned Country government, where any activities related to such property are prohibited by US economic or trade sanctions; or (5) Property that is owned by, rented to or in the care, custody or control of a Specially Designated National or Blocked Person, or any person or entity who is otherwise subject to US economic or trade sanctions. Please read your Policy carefully and discuss with your broker/agent or insurance professional. You may also visit the US Treasury's website at http://www.treas.gov/offices/enforcement/ofac/. Hiscox Inc. www.hiscoxusa.com Page 1 of 1 INT N001 CW 01 09 Bond No. PERFORMANCE BOND KNOW ALL MEN BY THESE PRESENTS, That, as Principal, and a corporation organized and existing under the laws of the State of , as Surety, are held and firmly bound unto , as Obligee, in the just and aggregate full sum of Dollars ($ ), to the payment of which sum, well and truly to be made, the said Principal and Surety bind themselves and their respective heirs, administrators, executors, successors and assigns, jointly and severally, firmly by these presents. WHEREAS, the Principal has entered into a certain written contract with the Obligee, dated which contract is hereby referred to and made a part hereof as fully and to the same extent as if copied at length herein. NOW, THEREFORE, the condition of this obligation is such that, if the Principal shall faithfully perform as required by the contract, on his part, and shall fully indemnify and save harmless the Obligee from all cost and damage which the Obligee may suffer by reason of failure so to do and shall fully reimburse and repay the Obligee all outlay and expense which the Obligee may incur in making good any such default, then the obligation shall be null and void, otherwise it shall remain in full force and effect. PROVIDED, however, it shall be a condition precedent to any right of recovery hereunder that, in the event of any default on the part of the Principal, a written statement of the particular facts showing date and nature of such default shall be immediately given by the Obligee to the Surety, and in any event, no later than fifteen (15) days hereafter, and shall be forwarded by registered mail to the Surety at its Branch Office, AND PROVIDED FURTHER, that no action, suit or proceeding, except as hereinafter set forth shall be had or maintained against the Surety on this instrument unless the same be brought or instituted and process served upon the Surety within twelve (12) months after termination of this bond. AND PROVIDED FURTHER, HOWEVER, that this bond covers only a term beginning and ending regardless of the number of years the aforesaid contract shall cover or be in force, and not withstanding anything in the aforesaid contract to the contrary. Such term may be continued from year to year by the issuance of a continuation certificate executed by the Surety. If such term is so continued, the liability of the Surety for each successive term shall not be cumulative, but rather, the liability of the Surety shall be limited to the penal amount of this bond for the entire period of time which such bond may be in effect pursuant to such continuation certificates. Failure of Principal to post renewal bond(s) shall not constitute a default under the expiring bond. AND PROVIDED FURTHER, that by acceptance of the bond, , as Obligee, hereby acknowledges the one year term of the bond and the non -cumulative nature of Surety's liability as set forth in the preceding paragraph. The surety, however, expressly reserves the right to terminate its liability at any time by giving thirty (30) days written notice to the Obligee. It is further understood and agreed that the Surety will provide thirty (30) days notice of renewal prior to the last day of each contract year. In witness whereof, the said Principal and Surety have signed and sealed this instrument this day of , BY: Principal BY: Attorney -In -Fact Surety COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT E: SAMPLE LETTERS RTR Financial Services, Inc. 2 Teleport Drive, Suite 302 • Staten Island, NY 10311 Toll Free: (855) 399-4RTR (4787) Fax (718) 668-1937 Sample Debtorl October 30, 2017 3128 WEST JERSEY ST APT C2 ELIZABETH NJ 07202 Re:Sample Government Client Docket No.: Amount Due: Dear Debtor: Please be advised that Sample Government Client has placed the above -referenced fine with this office. We ask that you forward payment directly to Sample Government Client ,123 American Way, City, State, 12345 or you may pay online by going to NJMCDirect.com. Note that a processing fee will be added to the amount paid by a credit card. Unless you notify this office within thirty (30) days after receiving this notice that you dispute the validity of this debt or any portion thereof, this office will assume this debt is valid. If you notify this office in writing within thirty (30) days from receiving this notice, that you dispute the validity of this debt or any portion thereof, this office will: obtain verification of the debt or obtain a copy of a judgment and mail you a copy of such judgment or verification. If a written request is submitted to this office within thirty (30) days after receiving this notice, this office will provide you with the name and address of the original creditor, should it be different from the current creditor. Please direct all future telephone calls and letters (other than payments) to our firm and to the attention of the undersigned. This communication is from a debt collector and any information obtained will be used for the purpose of collecting this debt. Thank you for your anticipated cooperation. Sincerely, RJ Reilly Vice President Online payment(s) can be made by going to www.NJMCDIRECT.com 5-SFRTRF1 0-P1 -08/16/16 ............................................................................................................................................................................................................................................................................................................................................................................................... *** Please detach the lower portion and return with your payment *** W14E38AD7 111111111111111111111111111ilk Jill Jill Client: Sample Government Client P.O. Box 60640 File No.: 704-S 1071621111316 Staten Island NY 10306-0640 Balance: $60.00 RETURN SERVICE REQUESTED a s 0 0 0026020024002514776207202---TY14E38AD7 5 PI - s Sample Debtorl Sample Government Client 3128 WEST JERSEY ST 123 American Way, City, State, 12345 APT C2 ELIZABETH NJ 07202 RTR Financial Services, Inc. 2 Teleport Drive, Suite 302 • Staten Island, NY 10311 Toll Free: (855) 399-4RTR (4787) Fax (718) 668-1937 Sample Debtor4 31 PHILLIPS ST CRANFORD NJ 07016 Re: Sample Government Client Docket No.: Amount Due: Dear Debtor: As you know, our office represents Sample Government Client regarding the above referenced fine. October 30, 2017 This letter will acknowledge receipt of your recent payment in the amount of $XXX.XX on XX/XX/XX. Please forward your next payment by detaching the lower portion of this letter and mailing it in the enclosed envelope. Note that a processing fee will be added to the amount paid by a credit card. If you have any questions, please do not hesitate to contact RJ Reilly. This communication is from a debt collector and any information obtained will be used for the purpose of collecting this debt. Thank you for your payment. Sincerely, RTR Financial Services, Inc. Enclosure Online payment(s) can be made by going to www.NJMCDIRECT.com 8-SFRTRF10-P4-08/16/16 ...................................................................................................................................................................................................................................................................................................................................................................................... *** Please detach the lower portion and return with your payment *** W14E38B04 1111111111111111111111111Jill 111111111 Jill Client: Sample Government Client P.O. Box 60640 File No.: 704-7925091952 Staten Island NY 10306-0640 Balance: $164.51 RETURN SERVICE REQUESTED a s o II�II�I��I�IIII�IIIII�I�II'll'II'lllll�llllllll'IIII�II�Illllll�� 0 0 0026020024002514776507016---TY14E38B04 8 P4 - 8 Sample Debtor4 Sample Government Client 31 PHILLIPS ST 123 American Way, City, State, 12345 CRANFORD NJ 07016 RTR Financial Services, Inc. 2 Teleport Drive, Suite 302 • Staten Island, NY 10311 Telephone (718) 668-2881 Fax (718) 668-1937 Toll Free (855) 399-4RTR (4787) Sample Debtor? 237 DIX AVENUE lE INWOOD NJ 11691 Re: Sample Government Client Docket No.: Amount Due: Dear Debtor: October 30, 2017 As of the date of this letter, Sample Government Client has not received your monthly payment, which is now overdue. Kindly remit your payment with the lower portion of this letter in the enclosed self-addressed envelope. Note that a processing fee will be added to the amount paid by a credit card. Should your payment not be received within fifteen (15) days of the date of this letter, we will have no alternative but to review this account for further collection activities. If you have any questions, please contact the undersigned. This is an attempt to collect a debt by a debt collector and any information obtained will be used for that purpose. Thank you. Very truly yours, RJ Reilly Vice President Online payment(s) can be made by going to www.NJMCDIRECT.com 11-SFRTRFI0-P9-08/16/16 ......................................................................................................................................................................................................................................................................................................................................................................................................... *** Please detach the lower portion and return with your payment *** W14E38B38 11111111111111111 II I II I I II III IIII 1111111111111 IIII Client: Sample Government Client P.O. Box 60640 File No.: 704-102118174 Staten Island NY 10306-0640 Balance: $194.00 RETURN SERVICE REQUESTED a s 0 Illlllll" " IIIII" 'IIII'll'I'lllllllllllll�lll��ll" I'llll'lll�� 0 0026020024002514776811691---TY14E38B3811 P9 -11 Sample Debtor? Sample Government Client 237 DIX AVENUE I 123 American Way, City, State, 12345 INWOOD NJ 11691 TY19420A1 11111111 II IIIIII IIIII IIIII IIIII IIIIII IIII IIIIII IIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED Sample Debtor 123 Main St. Anywhere NY 11434 Re: Client: Hospital Name Patient: Patient Name DOS: Account No.: Balance: 01/23/16 1234567 $00.00 Dear Sample Debtor: Please be advised that Hospital Name has placed the above referenced account with this office. Please direct all calls and letters to RJ Reilly. Flil a FINANCIAL SERVICES.., OFFICE HOURS: 9:OOA.M. TO 8:00P.M. (ET) MONDAY-THURSDAY 9.00A.M. TO 5:001P.M. (ET) FRIDAY-SATURDAY Telephone: (718) 303.7670 Toll Free: (855) 3994787 SE HAt3LA ESPAF0L June 5, 2018 We will assume this debt to be valid unless you dispute the validity of all or any part of it within thirty (30) days of receipt of this letter. If you notify us in writing that you dispute all or a portion of this debf, we will obtain and send you verification of the debt or a copy of the judgement against you. Upon written request within thirty (30) days after receipt of this notice, we will provide you with the name and address of the original creditor if different from the creditor named above. This letter is an attempt by a debt collector to collect a debt, and any information o6ined will be used for that purpose. This communication is an attempt by a debt collector to collect a debt, and any information obtained will be used for that purpose. For insurance information please provide the following: Insurance Company: Insurance Address: Policy No.: Group No.: Policy Holder: N.Y.C. Dept. of Consumer Affairs License # 1000523 Online payment(s) can be made by going to www.RTRFS.com t-WRTWto-R1-Wisps "* Please detach the lower portion and return with your payment I TY1131fi133 1IIIIIIII I111111lllll IIIII IIIII IIIII IIIII IN IIIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED 1�111�1,111'llll'I"'ll"1'1'll'lll I I I I I lll'lllll'llllll"1111'll 002802WNW2114W0M WM-lY113161331 R1-1 Sample Debtor 123 Main St. Anywhere NY 11434 IF YOU WISH TO PAY BY CREDIT CAM CIRCLE ONE AND FILL IN THE INFORMATION BELOW. IMSA CARDNUMBER EXP.DATE CARD HOLDER NAME CVV SIGNATURE AMOUNT PAID Client: Hospital Name File No.: 1234567 Balance: $0.00 IIIIIIIIIIIIIIIIIIIIIIIIIIlllllllllllllllllll,llllllllllllllll RTR Financial Services, Inc. P_O. Box 60640 Staten Island NY 103WO640 TY1942EA1 11111111 II IIIIII IIIII IIIII IIIII IIIIII IIII IIIIII IIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED Re: Client: Hospital Name Patient: Patient Name DOS: Account No.: 01/23/16 1234567 Dear Sample Debtor: Balance: $00.00 a FINANCIAL SERVICES.., OFFICE HOURS: 9:OOA.M. TO 8:00P.M. (ET) MONDAY-THURSDAY 9.00A.M. TO 5:00P.M. (ET) FRIDAY-SATURDAY Telephone: (718) 303.7670 Toll Free: (855) 3994787 SE HA13L.A ESPAF40L As you know, Hospital Name has placed the above referenced account with this office. We regret that you have chosen to ignore our requests for payment. We urge you to make full payment at once by remitting the balance due in the enclosed envelope. If you are unable to make payment in full, we ask that you contact us to discuss a payment arrangement. If payment is not received or a payment arrangement is not made, further collection efforts may be taken to collect this debt. This communication is an attempt by a debt collector to collect a debt, and any information obtained will be used for that purpose. Please direct all calls and letters to RJ Reilly. We await your prompt response. N.Y.C. Dept. of Consumer Affairs License # 1000523 Online payment(s) can be made by going to www.RTRFS.com 2-3FRTRFI0-R2-02J16/16 *** Please detach the lower portion and return with your payment *** TY11316141 111111111111111111111111111111111111111111111111111111111111 P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED IF YOU WISH TO PAY BY CREDIT CARD. CIRCLE ONE AND FILL IN THE INFORMATION BELOW. ® VISA DISCOVEII CARONUMBER EXP.DATE CARD HOLDER NAME C11V SIGNATURE AMOUNT PAID Client: Hospital Name File No.: 1234567 Balance: $0.00 0026020024o02114940111756--T1Y1316141 2 R _ 2 III IIIII III IIIII III IIIII III IIIII IIIIIIIIIIIIIIIIIIIIIIIIIIIIII Sample Debtor RTR Financial Services, Inc. 123 Main St. P.O. Box 60640 Anywhere NY 11756 Staten Island NY 10306-0640 TY1942RA1 11111111 II IIIIII IIIII IIIII IIIII IIIIII IIII IIIIII IIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED PATIENT NAME ADDRESS CITY STATE ZIP RE: CLIENT Patient's Name: Account Number: Date of Service: Balance Due: Dear [PATIENT]: We represent [CLIENT] and are writing in regards to the above referenced account. You have previously made an agreement to make payment on this account. Your payment is now past due. Please make payment or contact us immediately to bring your account current. Any questions of this office please contact RJ Reilly. This communication is from a debt collector and any information obtained will be used for the purpose of collecting this debt. Sincerely, RTR Financial Services, Inc. a FINANCIAL SERVICES.., OFFICE HOURS: 9:OOA.M. TO 8:00P.M. (ET) MONDAY-THURSDAY 9.00A.M. TO 5:001P.M. (ET) FRIDAY-SATURDAY Telephone: (718) 303.7670 Toll Free: (855) 3994787 SE HABLA ESPAF40L Date: TY1942RA1 11111111 II IIIIII IIIII IIIII IIIII IIIIII IIII IIIIII IIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED August 15, 2018 Patient Address City, State, Zip RE: Patient's Name: Account Number: Date of Service - Balance Due: Dear Patient Name: FINANCIAL IL SERVICES.., OFFICE HOURS: 9:OOA.M. TO 8:00P.M. (ET) MONDAY-THURSDAY 9.00A.M. TO 5:001P.M. (ET) FRIDAY-SATURDAY Telephone: (718) 303.7670 Toll Free: (855) 3994787 SE HABLA ESPAF40L Enclosed is a copy of the itemized bill you requested regarding the above referenced account. Upon your review, please remit payment in full to us in the enclosed self-addressed envelope. Any questions of this office please contact RJ Reilly. This communication is from a debt collector and any information obtained will be used for the purpose of collecting this debt. Thank you for your continued cooperation and your anticipated payment. Very truly yours, RTR Financial Services, Inc. Enclosures TY1942RA1 11111111 II IIIIII IIIII IIIII IIIII IIIIII IIII IIIIII IIII IIII IIII P.O. Box 60640 Staten Island NY 10306-0640 RETURN SERVICE REQUESTED Date Patient Address City, State, Zip RE: HOSPITAL Patient Name: Account Number: Date of Service: Balance Due: - 0 - Dear We represent HOSPITAL and are writing in reference to the above account. FINANCIAL IL SERVICES.., OFFICE HOURS: 9:OOA.M. TO 8:00P.M. (ET) MONDAY-THURSDAY 9.00A.M. TO 5:001P.M. (ET) FRIDAY-SATURDAY Telephone: (718) 303.7670 Toll Free: (855) 3994787 SE HABLA ESPAF40L This letter will advise that the above referenced account is paid in full and completely satisfied. Please understand that this communication is from a debt collector and any information we obtain will be used for the purpose of collecting this debt. If you have any further questions or concerns, please contact the undersigned. We thank you in this matter. Very truly yours, Robert T. Reilly President COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT F: SAMPLE CALL SCRIPT First Call Hello, my name is [Account Representative's Name] and I am calling from RTR Financial Services, Inc. regarding an outstanding bill due [Client's Name]. First I must advise you that this is an attempt to collect a debt by a debt collector and any information provided will be used for that purpose. Also, I must advise you that this call is being recorded for quality control purposes. There is an outstanding balance due $[Balance Due] for services provided on [Dates of Service]. (Advise patient [for healthcare accounts] if the balance represents a deductible, co-insurance liability, or if their insurance carrier denied the claim). How can we resolve this matter today? Second Call Hello, my name is [Account Representative's Name] and I am calling from RTR Financial Services, Inc. regarding an outstanding bill due [Client's Name]. First I must advise you that this is an attempt to collect a debt by a debt collector and any information provided will be used for that purpose. Also, I must advise you that this call is being recorded for quality control purposes. There still is an outstanding balance due [Client's Name] for services provided on [Dates of Service]. (Remind the patient if the balance represents a deductible, co-insurance liability, or if their insurance carrier denied the claim). As you know, we have previously spoken, but the bill has not been paid, nor have payment arrangements been made. If we cannot resolve this matter today, then this account will be reviewed for further collection activities. How can we resolve this matter today? COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT G: SAMPLE REPORTS RTR Financial Services 2017-2018 Fiscal Year RTR Sample Monthly Payment breakdown by Credit Card, Check or direct payment to hospital T May 2018 Payment Breakdown Sample Month Total #/$ for CC Total Amount CC Total #/$ for CH Total Amount CH Total #/$ for WEB CC Total Amound WEB CC Paid Directly to Hospital Total # Accts Month Total $ Accts Month September'17 67 $ 14,050.87 111 $ 13,261.82 173 $ 29,385.70 $ 101,299.34 351 $ 157,997.73 October'17 34 $ 5,422.23 129 $ 11,868.32 178 $ 31,446.63 $ 106,494.01 341 $ 155,231.19 November'17 30 $ 5,106.86 106 $ 16,392.42 177 $ 35,139.03 $ 61,628.23 313 $ 118,266.54 December'17 17 $ 2,768.86 119 $ 13,629.82 171 $ 24,331.95 $ 77,174.00 307 $ 117,904.63 January'18 17 $ 3,709.39 162 $ 24,537.42 312 $ 41,056.28 $ 106,367.57 491 $ 175,670.66 Febuary'18 19 $ 4,322.26 120 $ 13,974.54 237 $ 31,029.15 $ 79,669.02 376 $ 128,994.97 March'18 30 $ 5,380.65 158 $ 21,212.70 404 $ 49,349.63 $ 102,840.29 592 $ 178,783.27 April'18 310 $ 41,792.68 144 $ 15,131.11 112 $ 16,957.42 $ 98,642.81 566 $ 172,524.02 May'18 89 $ 17,517.75 138 $ 19,475.49 252 $ 27,883.48 $ 142,356.38 479 $ 207,233.10 lune'18 luly'18 August ' 18 YTD Total 613 $ 100,071.55 1187 $ 149,483.64 2016 $ 286,579.27 $ 876,471.65 3816 $ 1,412,606.11 FINANCIAL SERVICES,, Comttined Cnmparatise Aging Anal}-aia By Primary Payar Aged by S erfice Date &31117 VS 1131117 Source HTS Billed Ex-cluding JOC and PRD'a Variance from 8131117 Pia 1 Baiaaw� Pa3 or Aetna W3111fi Aetna 8131117 Aetna 12131117 Variance PPDs & IOCs Fidelin &31116 Fidelb 8131117 Fidelia 12131117 Variance PRDs & 10Cs Generic Commercial 8131A-6 Generic Commercial 8131117 Generic Commercial 1131117 Variance PhDs & FOC2 Loca11149 &3111fi Loral1199 5131117 Local 1199 12J31117 _ Variance PP -Ds & JOC`s 0-30 31 } 61-90 91-120 121-150 151-180 181-270 271 365 3 5+ Total A1R % GT 90 55,409 52,203 SE67 5527 5332 5224 5285 2117 5224 $10,188 16.7-m. 8.4,997 S3„832 S1377 5688 S355 5222 5383 5179 5177 212_2M 16.35% 56,480 54,536 52,255 51,547 5476 S359 5776 5226 S159 516,815 21.06*/6 S1,A83 704 5881 S899 S120 5147 $393 (S18) $4,fi1S SO S11' $773 S682 SB67 S752 52, 720 V,124 511,967 $20,002 S1„633 S1,011 5627 5534 K.41 5130 5139 $137 5627 $5,088 35.93% 53,328 53,325 5961 57.09 5458 5384 5482 5125 5295 210.066 24.37*/6 53.811 53,441 51.075 5564 S416 5342 5420 5156 5170 510.395 19.89*/6 S483 $11.6 5114 (S146) (S42) (S42) (SO) $31 (512:5) 5329 S0 S1 S27 S74 5148 5193 5543 S616 5604 52,206 57,663 59,119 S6,06S 57,9.01 59,672 s9,OS1 58,334 513,827 58,011 $433 $4,1 (51,07( S4 S36 S466 53,513 52,202 51,593 51,631 5933 51,115 S33:836 32.47% 55,W 52,2.45 51,743 52,601 51,159 51,819 541,560 35.57*/6 54,557 53,006 S2,5S0 53,579 51,741 51,429 547,064 35.59*/6 V61 S936 V78 S565 5:42 51,328 54,433 S4, 785 512,203 S24,611 S1,462 51,027 5732 5148 S26 S44 5195 S9 S68 53,7{16t9.S20/0 13.i0*/a 51,317 51,434 5599 5404 324 553 S42 S13 S9 53,89113.89`6 S t .131 51.441 55 2 5 52.2.9 S71 5104 S5 S32 S4 54. 533 5814 S7 (W) (5171) S47 $51 (S37) 19 (SS) rr S(A2 S.? S16 5380 S306 s- S96 5321 5516 5403 $2,530 Aetna Month end December 2017 Total AR dollars increased by $4, 615,000 compared to Fiscal Year End 08/31/17. Variance increase in buckets 91-365 days= $1,565,000: 1 22 accounts = $812,554 - No Authorization Denials • 18 accounts = $737,365 - clinical appeal/medical records/administrative appeal submitted for medical necessity review. • 4 accounts = $75,189 - reprocessing with payer (denial overturned after appeal review or invalid denial). Action plan: email to be sent with new C code denials by department for review with frontend. 75 accounts = $624,144 - Not Proven Effective/Experimental Denials • 39 accounts = $277,801- appeal submitted for medical necessity review. • 24 accounts = $236,829 - in review for updated DX after med nec. appeal denial • 12 accounts = $109,513 - rebilled with updated DX. Action plan: Luisa to pull a report for all RC 361 denials for review with HIMs 6 accounts = $267,680 - medical records requested for processing - various Ambulatory Surgery. 14 accounts = $116,879 date of service GT 90 days billed to carrier < 45 days due to COB issues or additional charges added. Fidelis Month end December 2017 Total AR dollars increased by $329,000 when compared to Fiscal Year End 08/31/17. Variance increase in buckets over 271-365 days = $31,000: • 20 accounts= $64,647.87- corrected claims- value codes Action plan: Continue to submit corrected claim removing value codes & tag with el. If claim denies, it will be tagged for JOC. Generic Commercial Month end December 2017 Total AR dollars increased by $5,505,000 when compared to Fiscal Year End 08/31/17. Variance increase in buckets 121-365 days = $3,157,000: Non JOC - Increase variance compared to HE 08/31/17 = $1,756,737: Consolidate Health Plan/Maskin Group: 19 account = $565,247 • CHP/Zelis- IB/medical records requested to determine medically necessary • Processing delay • CHIP not included with payer claims suppressing S2900 - continues to deny as not medically necessary • Underpayments - CHP is now applying Cigna contract vs. 56%/58% of charges. Multiplan: 1 account = $309,278 - LOA pending pacemaker cost breakdown Kaiser: 14 accounts = $202,802 • Original claim not received • Claims processing delay • Appeals processing delay Connecticare: 24 account = $181,470 • Original paper claim not received • Denied in error upheld - pending verification to add to HIP JOC • Account # 6703030 - previously escalated for review as it was processed out of network, but EOB does not reflect high dollar patient responsibility. Veteran's Admin: 43 account = $33,848 • Delay in processing - received a contact for Veterans Admin from our legal department and accounts were sent on 12/6/17 for review to obtain final determination. Veteran's Choice: 43 account = $30,672 Unable to obtain any claim/appeal status via phone o No authorization denials - clinical appeal/medical records/administrative appeal submitted for medical necessity review o Underpay appeals submitted for review o Coding corrections applied (NCCI edits) - submitted for processing Action plan: No response to legal letters/RTR requesting to add OP to IP lawsuit VNS Medicare $28 account = $73,943 • Payments applied to offset - pending final offset reports • Invalid no authorization denials - administrative appeals submitted for review • Coding review - missing/invalid modifiers or HCPCS VNS Medicaid: 9 account = $9,840 Electronic original claim not received -billed w/o value codes Corrected claims- value codes • No Authorization denials - clinical appeal/medical records/administrative appeal submitted for medical necessity review Humana Medicare Advantage: 86 account = $150,254 • Payments applied to offset - pending final offset reports • Retracting payments requesting medical records for claims. - Myra reviewing with provider rep. Humana: 24 account $90,296 • Payments applied to offset - pending final offset reports American Plan Administrators: 17 accounts = $ 19,518 • Original paper claim not received • Claims processing delay • APA processes claims out of network, but does not send EOB is showing patient liability. These must be requested and received before the patient is billed APA does not consistently send them. ICS/PPI: 42 accounts = $14,161 • Original paper claim not received • Original claims processing/reprocessing delays • Appeals processing delays • Carrier inconsistent in responses ChampVA: 13 accounts $14,818 • NCOF/claims are rejecting from system due to banking information discrepancy — in review with Myra • Claims processing delay/backlog JOC — Increase variance compared to FYE August 2017 $1,291,279: BCBS Health Plus Amerigroup = $275,582 • 341 accounts= $637,958.58- RC 0279 denied in error- waiting on amendment • 96 accounts= $120,566.14- corrected claims- value codes Action plan: Continue to submit corrected claims removing value codes & tag with BI Health First = $1,381,958 • 87 accounts= $686,097.08- appeals in processing- various reason 0 15 accounts= $527,392.88 underpay appeals processing- implants 0 1 account= $110,436.33 itemized bill submitted o 57 accounts= $28,604.18 appeal processing medical necessity/no authorization • 30 accounts= $391,035.97- claims escalated - reprocessing various reasons 0 5 accounts= $236,381.06- denied as duplicate in error 0 4 accounts= $121,553.36- missing NDC# in error Action plan: Possible JOC referral for delay in processing/denied in error. Magnacare = $310,600 • 10 accounts=$113,880.10- medical records request for processing • 8 accounts= $92,985.34- appeals processing medical necessity/no authorization • 11 accounts= $84,226.84- underpayment appeals in process 4 Action plan: Possible JOC referral for delay in processing/denied in error. MetroPlus = $150,358: • 90 accounts= $124,913.56- underpayment appeals in process Action plan: Possible JOC referral for delay in processing/denied in error. • 39 accounts= $21,353.78- corrected claims- value codes Action plan: Continue to submit corrected claims removing value codes & tag with el Oscar = $10,272: • 4 accounts= $55,975.72- medical records request for processing. Action plan: Possible JOC referral for delay in processing/denied in error. Local 1199 Month end December 2017 Total AR dollars increased by $642,000 when compared to Fiscal Year End 08/31/17. Variance increase in buckets 121-180 & 271-365 days = $117,000: • 6 accounts = $32,956 - date of service > 90 days billed to carrier < 45 days due to COB issues • 7 accounts = $25,826 — accounts required coding review due to MUE, Incidental, NDC # & invalid CPT denials • 10 accounts = $19,655 — claims sent back to be reprocessed with payer due to invalid duplicate, incidental, no authorization or non -covered denials Action plan: Possible JOC referral for denied in error. • 5 accounts = $11,023 Experimental/Invalid no authorization — appeals/medical records/administrative appeals processing. Action plan: If denial is upheld possible JOC referral. RTR Financial Services 2017-2018 Fiscal Year VTR Sample Collection Breakdown -Letters Month 1st Letter # of Accts 1st Letter $ Amt 2nd Letter # of Accts 2nd Letter $ Amt Legal Letter # of Accts Legal Letter $ Amts Total # of Accounts Total $ of Accounts SEP'17 471 $ 108,381.51 174 $ 33,880.25 71 $ 13,877.04 716 $ 156,138.80 OCT'17 489 $ 97,561.22 203 $ 44,609.02 43 $ 8,181.75 735 $ 150,351.99 NOV'17 435 $ 63,963.04 149 $ 45,101.91 50 $ 6,289.66 634 $ 115,354.61 DEC'17 475 $ 80,551.44 150 $ 30,195.84 71 $ 7,255.18 696 $ 118,002.46 1AN'18 642 $ 109,329.65 276 $ 48,202.64 95 $ 18,138.37 1013 $ 175,670.66 FEB'18 437 $ 64,150.63 258 $ 45,724.83 89 $ 19,119.51 784 $ 128,994.97 MAR'18 628 $ 98,334.14 369 $ 64,929.58 99 $ 15,519.55 1096 $ 178,783.27 APR'18 565 $ 108,652.16 294 $ 44,841.27 123 $ 19,030.59 982 $ 172,524.02 MAY'18 507 $ 105,384.13 208 $ 43,346.23 137 $ 58,502.74 852 $ 207,233.10 1UN'18 1UL'18 AUG'18 Totals 4649 $ 836,307.92 2081 $ 400,831.57 778 $ 165,914.39 7,508 $ 1,403,053.88 FINANCIAL SERVICES �� Hospital Daily Cash Report April 2018 Month end Aetna ElderPlan Generic Commercial Local 1199 TOTAL CURRENT MTD $ 15,310,854 $ 137,157 $ 2,744,626 $ 4,937,271 $ 37,578,332 MONTHLY GOAL $ 15,840,461 $ 169,828 $ 3,680,919 $ 5,987,403 $ 38,507,310 VARIANCE 529,607 32,671 936,293 1,050,132 928,978 MTD % of Goal 96.7% 80.8% 74.6% 82.5% 97.6% Accumulative Fiscal Year Aetna ElderPlan Generic Commercial Local 1199 TOTAL Actual $ 119,714,160 $ 734,988 $ 21,350,783 $ 39,108,224 $ 279,577,483 Goal* $ 121,250,171 $ 942,885 $ 30,347,603 $ 44,251,823 $ 297,195,978 Variance $ 1,536,011 $ 207,897 $ 8,996,820 $ 5,143,599 $ 17,618,495 % to Goal 98.73% 77.95% 70.35% 88.38% 94.07% Aetna Cash Collected: $15,310,854 Cash Goal: $15,840,461 Variance: $529,607 68 accounts = $569,337 — Escalated to JOC • 38 accounts = $383,459 — Incidental implant denial • 6 accounts = $115,219 — Processing delay • 13 accounts = $52,506 — Underpayments 0 11 accounts = $18,157 — Invalid no authorization/non covered denials FWANCIAL SERVICE Elderplan Cash Collected: $137,157 Cash Goal: $169,828 Variance: $32,671 3 accounts = $28,433 - Initial claim not received/resubmitted 7 accounts = $18,729 — Underpayment appeal submitted Generic Commercial Cash Collected: $2,744,626 Cash Goal: $3,680,919 Variance: $936,293 63 accounts = $1,084,509 - Initial paper claim not received/resubmitted Local 1199 Cash Collected: $4,937,271 Cash Goal: $5,987,403 Variance: $1,050,132 48 accounts = $632,069 — Escalated to JOC P'TR ` • 36 accounts = $300,993 — Claims underpaid (not applying MP1/MP2) • 7 accounts = $172,214 — No authorization denial • 3 accounts = $157,180 — Claims processing delay 40 accounts = $545,799 — reprocessing with payer • 27 accounts = $284,880— Invalid denials (duplicate, no authorization, implants require CPT code) 0 1 account = $159,802 — Processing delay 0 10 accounts = $55,445 — Underpayments • 2 accounts = $45,672 — Patient updated requested information (accident questionnaire/COB) RTR Financial Services 2017-2018 Fiscal Year RTR Sample Monthly Percentage of Recovery Report RTR EgoMonthly Percentage of Recovery Report REFERRALS TOTAL COLLECTIONS PENDING DISCONTINUED ALLOWANCES PAID PRIOR WITHDRAWN # $ $ $ % # $ # # $ # $ # $ # $ MONTH ACCTS AMOUNT CURRENT AMOUNT OF ACCTS AMOUNT PIF ACCTS AMOUNT ACCTS AMOUNT ACCTS AMOUNT ACCTS AMOUNT RFRRD REFERRED MONTH TO DATE RETURN PEND PENDING SIF DISC DISC ALLOW ALLOWANCES PD PR PAID PR WDRWN WITHDRAWN SEP'17 3140 $ 1,393,364.00 $ 312.00 $ 259,679.00 19.19% 12 $ 5,748.00 560 2081 $ 1,190,544.00 19 $ 2,274.00 67 $ 9,005.00 420 $ 28,893.00 OCT'17 3117 $ 1,488,130.00 $ 1,518.00 $ 165,949.00 11.83% 22 $ 87,351.00 596 2149 $ 1,177,631.00 21 $ 2,383.00 54 $ 15,340.00 296 $ 67,251.00 NOV'17 3090 $ 1,441,375.00 $ 2,552.00 $ 149,326.00 10.67% 33 $ 27,410.00 596 2149 $ 1,222,775.00 21 $ 5,842.00 60 $ 9,571.00 252 $ 26,436.00 DEC'17 3511 $ 1,822,723.00 $ 3,937.00 $ 145,597.00 8.37% 37 $ 27,159.00 742 2391 $ 1,567,751.00 28 $ 5,945.00 58 $ 7,381.00 283 $ 68,882.00 JAN'18 3164 $ 1,462,628.00 $ 13,674.00 $ 139,689.00 9.93% 107 $ 66,682.00 709 1991 $ 1,205,849.00 22 $ 958.00 58 $ 15,535.00 299 $ 39,615.00 FEB'18 2847 $ 1,586,824.00 $ 62,497.00 $ 155,042.00 10.16% 1801 $ 1,274,366.00 545 146 $ 97,288.00 21 $ 3,063.00 45 $ 6,336.00 310 $ 50,717.00 MAR'18 3072 $ 1,772,349.00 $ 53,400.00 $ 150,232.00 8.72% 2075 $ 1,452,259.00 518 100 $ 120,421.00 11 $ (11,208.00) 48 $ 7,047.00 331 $ 53,593.00 APR'18 3315 $ 1,522,211.00 $ 57,201.00 $ 95,123.00 6.38% 2467 $ 1,352,217.00 408 39 $ 64,127.00 25 $ 4,105.00 75 $ 19,870.00 326 $ 7,918.00 MAY'18 2870 $ 1,399,728.00 $ 9,596.00 $ 9,596.00 0.69% 2368 $ 1,368,814.00 67 9 $ 4,768.00 9 $ (470.00) 37 $ 3,663.00 389 $ 13,358.00 JUN'18 JUL'18 AUG'18 TOTAL 28126 $ 13,889,332.00 $ 204,687.00 $ 1,270,233.00 9.46% 8922 $ 5,662,006.00 4741 11055 $ 6,651,154.00 177 $ 12,892.00 502 $ 93,748.00 2906 $ 356,663.00 imullFINANCIAL SERVICES., DATE: 03/01/18 CONFIRMATION LIST RTR - OUT PATIENT ACCOUNTS Client Name ADMITTED DISCHARGE AMOUNT ACCOUNT# PATIENT DATE DATE REFERRED 123456 Sample Patient 10/16/17 10/16/17 $ 138.60 256498 Sample Patient 10/31/17 10/31/17 $ 420.00 597364 Sample Patient 05/03/18 05/03/18 $ 68.00 569465 Sample Patient 11/07/17 11/07/17 $ 431.00 989898 Sample Patient 11/01/17 11/01/17 $ 262.50 464649 Sample Patient 06/16/18 06/16/18 $ 218.40 779952 Sample Patient 08/05/17 08/05/17 $ 144.90 # ACCOUNTS -7 $ Amount Referred- $ 1,683.40 RTR Financial Services Apr-18 FAT Sample Dialer Repot Date # Agents Start time Finish Busy % Busy Patient- Patient a OT Promise Promise to Credit CC payment Dialer % LM No Answer % No Answer Disc % DisCon Total Accounts to pay/ Card Agent Promise CC Given Info ig ven Left Mesg time Contact to Pay pav amount amount 6-Apr 6 9:00 AM 5:00 PM 125 3% 1012 30 1.42% $ - 37 $ 54.02 1968 42% 1500 32% 50 1% 4,722 11-Apr 6 9:00 AM 5:00 PM 212 5% 1046 18 0.73% $ 481.13 14 $ 2,834.41 1975 45% 1066 24% 53 1% 4,384 13-Apr 6 9:00 AM 5:00 PM 97 2% 767 30 1.42% $ 2,258.90 33 $ 512.78 1949 44% 1496 34% 58 1% 4,430 20-Apr 6 9:00 AM 5:00 PM 113 2% 937 32 1.37% $ 330.00 32 $ 345.00 1961 42% 1560 33% 45 1% 4,680 30-Apr 6 9:00 AM 5:00 PM 138 3% 988 33 1.26% $ 610.96 24 $ 465.00 1806 40% 1472 33% 57 1% 4,518 Sum 685 4750 143 $ 3,680.99 140 $ 4,211.21 9659 7094 263 22,734 Average 137 3% 950 29 1% $ 736.20 28 $ 842.24 1932 43% 1419 31% 52.60 1% 4,547 RTR MIN REMITTANCE INVOICE CLIENT: ATTENTION: DIRECTOR OF PATIENT ACCTS PATIENT NAME ACCOUNT NUMBER FEE RATE OF 25.00o 3 # TOTAL OF ADJUSTMENTS MADE 1 # COLLECTIONS REC'D BY 6 # COLLECTIONS REC'D BY CLIENT 7 # TOTAL COLLECTIONS FEES DUE THIS INVOICE SYSTEM CODE RTR-OUTPATIENT TOTALS: TOTAL COLLECTIONS: FEES DUE THESE INVOICE(S): TOTAL DUE RTR: LESS PAYMENTS RECEIVED BY RTR TOTAL DUE RTR AFTER NETTING PAYMENTS MONTHLY INVOICE NUMBER: 0000669 PERIOD ENDING: 5/28/18 PAGE: 1 RTR-OUTPATIENT KEY: Partial Payment (PP) Paid In Full (PIF) Settle In Full (SIF) Adjusted In Full (AIF) DATE OF DISCHARG DATE OF DRG DATE OF PMNT COLLECTIONS COLLECTIONS ADJUSTMENT ADJ CURRENT /SERVICE REFERRAL CODE PAYMENT CODE OUR OFFICE YOUR OFFICE AMOUNT COD BALANCE KEY FEE 4/O1/13 12/28/13 0 2/16/15 0.02 71 0.00 0.00 1/15/13 08/16/13 0 2/27/15 1 100.00 1,300.69 PP 25.00 3/27/13 11/16/13 0 2/05/15 1226.86 60 1,300.69 ADJ 0.00 1/29/13 06/16/13 0 2/14/15 5 3275.48 0.00 PIF 818.87 1226.86 100.00 5156.40 5256.40 1314.11 COLLECTIONS COLLECTIONS OUR OFFICE YOUR OFFICE FEES ADJUSTMENTS 100.00 5156.40 1314.11 1226.86 100.00 5156.40 1314.11 1226.86 5256.40 1314.11 1314.11 < 100.00 > 1214.11 CONTACTS REPORT Amount Paid on Type of Debt Case # Name Date Placed Amount Placed Acct Status # of Contacts Last Contact Date Collector # of Payments Balance State Consumer 0003126368 01/07/20 260.47 0 R/P promised to pay 1 01/29/20 RTR 0 261.89 NJ Commercial 0005326149 12/04/19 405.05 0 R/P promised to pay 1 01/09/20 RTR 0 231.21 NY Consumer 0006442003 07/16/19 259.36 0 R/P requested a copy of ticket 1 01/16/20 RTR 0 268.70 NY Consumer 0054960046 11/06/19 185.66 187.29 R/P stated they made a cc payment 1 01/18/20 RTR 2 0.00 Consumer 0073808974 07/17/19 1519.03 0 R/P has attorney representing them 1 01/06/20 RTR 0 1585.52 MN TOP 100 VIOLATERS Summary of Respondent Respondent Placement date of most Consumer or Letter Sent Possible Skip Tracing Last Call Contact with Additional Case # Violation Status Current Balance Date Placed Collection Name Address current violation Commecial Date Phone Efforts Date Right Party? mail Efforts 12680858699 3 185. 125 59525901 13396184441 1 1 431 101.351 6/16/201 81932671 1440681119 20151 189.18 3/20/20 COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT H: TRAINING INFORMATION RTR FINANCIAL SEP,..�/A- CES CDP RTR Financial Services Poli General Policies & Procedures ced u res • "Out of Office" (Employee Portal: www.rtri- con.) "Running Late" PH #: 718.668.2881 "Leaving Early" procedure: email H,' Dc r;.. L Ins. Dept. Supervisor. • Dress Attire Policy (see handou • Cellphone Policy (see hando • Web Surfing Policy • Breaks • 10:30 - 10:45 am (Brea'. ++-L' • 1:00 - 2:OOpm (B-- -k 0) • 3 : 00 - 3 :15 (B r( a k #3 ) • Paid Weekly; Th grsda,, to Wednesday pay period (RTR Employees) About RTR Finand Our Agency represents several certain outpatient claims paid. (Review RTR Job Description) We do so by: Directly providing the Carri process a "clean" claim Ur • Appealing denied claj NYC hospit Our goal 7 I ficulty getting aims paid ! Is all the information necessary to ent h the Carrier Gathering infor�ioNad providing this information to the Client to address with tl e Caer (via JOC when applicable). During your first week at u will - Ic T • Learn how to obtain claim status, both vie n ne and online. • Learn how to verify member eligibility aiA bLnefits • Learn how to determine the pro�qr f;CL s(es) to use for the most common denials � Learn basic vocab, and bas read both a UB-04 (claim fi ...a • Learn to navigate Powe You will become confO Entering a no' -- Changing tl- � statu Checking "p, -ket" 7 ��ailling process, including how to �.d an Explanation of Benefits (EOB). for "Z"),our computer system, easily. the following: �Tiaccount ounts (patient's claim history) for additional information Ask QuestiQ • Your work will be monitored daily by our Emplo Supervisor in order to ensure your growth with your strengths and weaknesses, and workin� �ro�� As you progress, you will be expe claims and to become more confi So don't hesitate to ask questioQ We mean it! Our goal is unsure of the correct answers to them so that kty Assurance o pany by identifying � ly with you in any problem ease your volume of completed r telephone and computer skills. #-ess! Be sure to ask questions when you are ke. Keep a log of all your questions and the re able to refer to your notes when need be. �nmmnn MprfirAl Term Allowed Amount - The maximum amount a plan will pay for a covered health care r "expected allowed amount" is how much the provider expects the carrier to pay per a specific con a fe chedule. (APG) Rate/ Value Codes - Ambulatory Patient Group The "APG" system is the New York State payment methodology for mop Me ai laims. Appeal -A request made to the insurance company by the provic r f Xisicleration/reviewof a denied claim. Capitation - An arrangement between the hospital and th s ompany wherein the hospital receives flat monthly payments for specific types of service for wtakc ctor atients. The hospital receives the same payment whether service is rendered to 2 patients or to 20 beyond that flat rate. Carrier - The insurance company offering th UB 04 - The form submitted by ?Wvi Claim - Once the UB-04 is recei\, hospital will not receive any additional payment ital) to the carrier for payment. d at the arrier office, the carrier generates a claim # for the bill/account. Claim Status - Refers to degree of progress made on the claim. Has the carrier received the claim? Is it paid? Denied? Is it awaiting additional information? Coordination of Benefits (COB) - An agreement on how to process charges when more company (carrier) is involved. (Also referred to as order of coverage; Primary/SecoA Covered Services - A medical procedure or billed item that is deemed pay*& Services") one health insurance ry) M ra n ce plan. (see "Non -covered Effective Dates - The effective dates define the date range during whic.. a met.iber's insurance coverage is active, or in effect. (If patient's coverage has ended, there will be a terminate, n a �e.) Facility - The hospital providing the services Filing Limit - The time frame within which a medi submitted within that limit, the claim will be deni Primary Care Physician (PCP) - The primary c patient to a specialist (secondary care) ojJM medicine, internal medicine, pedip+,i�s, Global Services — Services that Example: When pre -surgical to one payment, even though the patie ,woe submitted to the insurance company. If a claim is not Nan provides direct care to patients. The PCP may also send a tient to a hospital. PCPs commonly specialize in areas such as family rics/gynecology. !red related to a larger procedure, and therefore are not paid separately. Ilow-up visits deny "global" to the payment of a surgery. had three visits. (see next slide) The hospital receives Both the PST visit and Follow visit can deny INCLUSIVE/GLOBAL to the Surgery Claim that paid $2,000.00, since both visits are directly related to the Surgery. Non -covered Service (NCS) - A billed service (procedure, test, supply or other item) that is in a patient's health insurance policy. Patients are often responsible for payment of any non -covered services. eS\bfit company should be able to provide the details of which test, procedure, or service is not covered. Outpatient — Term used to refer either to an individual (patient) whose stay in a h s 1 d not exceed 24 hours, or the type of services performed in that time frame (Ex: "outpatient surgery"). The patien es hcare services (such as surgery) on an It basis - they do not stay overnight in a hospital or inpatient facia, Man ' surance companies have identified a list of specific services that will not be covered (paid for) unless they meet thi- ri Pre -admission Certification or Pre -Authorization (Pre-cert or Prompt Required by insurance companies to confirm the medical be the patient's responsibility to get pre -certified, or rr,# get a pre-cert often end up with a higher "out -of -pock% Provider - Any supplier of healthcare services. Pr nurse practitioners. Providers can also be places; home health agencies. Offset - When an overpayment t, t credit) is later applied as payment MCA own as Pre -admission review or Predetermination; ice, test, or procedure prior to it being performed. It can s responsibility to obtain prior Auth. Patients who do not Its physicians, pharmacists, physician assistants, physical therapists, or pitals, ambulatory surgery centers, skilled nursing facilities (SNF), or able Healthcare plans created and regulated by the Government. r is made by the insurance company for a specific claim, the overpaid amount (or r claim. (see next slide) Marys Claim /i Insurance carrier inco---tly -)aid $125.00. Now ther : is a credi, r $25.00 owed to thk carrier. F;# MiKe's Claim $25 Insurance carrier will not make an additional payment, as we already owe them $25.00, so they "take" the funds from Mary's claim.... Now we're even ! (3) Forms of Patient Copayment (Copan) - A fixed amount set by an insu service. A copayment is often associated with a physici collected at the time services are rendered/provided. A Coinsurance - An arrangement wherein a Deductible company pays any health-care expe basis. 1 Res�S p ilit y ce a paid by a patient, for a specified medical ffi it an emergency -room visit. Copayments are , $25 or $30 are common for copay. nsurance company share payment of a health-care service. minimum amount of money patients must pay before their insurance the deductible needs to be paid in full/met by the patient on an annual HCFA 1500 vs UB 04 1500 HEALTH INSURANCE CLAIM FORM v ntla�- -- IJB-04 Code Dpfinitio CPT/HCPCS Code - A five -digit code used to describe a service. (Ex: cpt, Date of Service (DOS) - The date on which healthcare services wer dates of service are the date of admission through the date of disl service is the date of the visit (or discharge within 24 hours). _,k, Diagnosis Code (DX) - Alphanumeric classification code illnesses and injuries. As of October 1, 2015, cur ,:4pt A Revenue Code (RC) - Four -digit numbers (prec being billed. (Ex: RC 510 = category: clinic viA TYPE OF BILL (TOB) - Four -digit code i performed, and bill charge type. (ExA 0131- Original charge bill 0135- Additional or late cha Te bill of clinic visit) delivered to the patient. The r outpatient services, the date of ing to detailed descriptions of diseases, orgy is ICD-10. (Ex: S72.044G or K71.51) on the claim) that describe the category of service = category: drugs) UB-04 that indicates type of location where services were or adjusted ... see demo) 0137- Adjusted/Corrected Bill -ar 0141- LABS ONLY, Patient was not physically present at the hospital- labs sent for testing N Insurance Types�� • Medicare MCR - A federal health insurance program fih&Xkge 65 and older, and or in ivi ua s with disabilities. • Note: The MCR ID# (or HIC#) is currently* in the for t ^ n S5# plus a single letter suffix. (current Ex: 123456789A) The suffix does not deter h ype of coverage that the patient has, it determines beneficiary status. (A=Insured, B=Spouse, C1... =Dependent) *MCR ID#format changes will take effect as nu 201 _x: 4EC1NE2QM19 #. HEALTH INSURANCE 1-80 EDIWARE (1-800-63-A 7) NAME nF C1 JA ER SEX 0 - IS ENTI D EFFECTIVE DATE HO PART 07-01-1 6 ME AL PART H 07-01-1986 UIERI-M* • Medicaid (MCD) - A state -based health insurance prom for eligible low-income people. 4ON • Note: NYS MCD benefit numbers are unique; they, Iways consist of 2 letters, 5 numbers, and 1 letter (Ex: AB12345C) BE_ it Y_'I%6M F C WO-1 P8aus`qkos A012'345C �a� � r;L E"• F f ;1,ZT . LJO URE HERE LW BUR SBA B&B r_ PHOTO HERE $S 1. EMPIRE BLUE CROSS BLUE SHIELD Hospitalization Insurance: This part of the health insurance covers hospital services such as: 1. Emergency Room 2. Ambulatory Surgery 3. Inpatient Stays 4. Pre -admission testing 5. MRIs, and PT/OT if a qualifying IP stay or A/S ison file Empire 6lV�CiiOS5 of 4F5}pf1 t} Bob Reilly identification Number NYC' 930[][]000 1;wrou Plan' EP8 Reladmship Code: -0C 65WansM9£ %r,A3 E 1 pirc,P Be V[CWS5 aL UESMIPt o Bob Reilly Idpri ifirzrion Number YLS 890836785 Gmu . � i +ieagPlao EP4 Reladomsf+tpCodn: G6 �5 Plan 843 9C fan 393 Rx Cc -pap: SIN25154 Rp,8IKKN- 4105751EMPP1 Glfire'£isil [o-p� S30 ERto'pay. S75 ln•Paire..tCo-pay� SSGd R RxC SIV25a 61057 1 Office Vmt Cv-pay S EA <0im 175 SDlit Policies 2. GHI or UHC EMP4REMa'or Medical InsuThis Dart of the heal sc rs 'cal services such 1. 2. 3. 4. yslclan I s Clinic services Radiology Laborato e if there is no qualifying IP or A/S stay TY OF NEW YORK HEALTH BENEFITS PROGRAM kPLAN: MEDICAL GRiL: CBP ei Rdrlper*,.JPracll lafw*5 and Mental hiealth ri000y u rgcnlrw+8urrj�ral Su o�Neulalh96 GopeV' Giugnwt�r, Lain FsaOlvWgy Cc1RQY The at_ Capers do naE apply io Medi�ara Be+ ehcr+•es Ri BIN +00use Au P CH A4 1 •inciudon vgiji riahs to Su qgr i d ail SwMcal Sub',S cnitl" and pvrr.,�eoioq,su THE 4V Copay Code B 890386785 13,4, Reilly RJ Reilly Fi auk Reilly PPO L R *,,a, 0\* D vs 4 rA w 431 vs 225 Anthem�� Illaefrme E[PLANATION OF BENEFITS IS611E D"I POF 0a Oa ii Egw- �eFe.OeY S� YV1S a090, TDTAL I."- Ilea! o'. mi. to u.w I.N i DETAIL IS9 mm j D1 - Th19 i5 N�.,� t {{n W 11 p�0 (or a p8rt",P",", pR, " Mrrefiue. 1 eri� �Is{{ble Oaar H,� ni e To WT,utrn 11p1Y about the i e�lstatl b� ll,n�4y watq�eer aervip�� ne nneb.r tr.. b:va< er Y r zD caraOe w T yqu is e,eaeoa,e ana tr.a Po>�s fec]s.M1 q.'YWr C{ei� alQy trli;k �I,p deeN,pt fOr {bCae Petle6. eAYF d1E"IM02 ChecSr e t IXir W .It. at WW. Aw"ll COr�CA Verify ram4l lreeI. D. oorYarpd k oTai liccyy�f Fi ndParipp Pat,Sn IPro�d r DR u11 our C1�TgiVERrSY ICiE PEPARflAElvia At: 1-Sga-YY, -sa13 NAIL ALL TNWIRIES ANTSFEI a us Upo CR CLAIMS TC P O. wx Now Lb6 Ai10ELES, CA 903#-0007 Enp11a3,: If you tl aaaletancs �n 5peni an w tlen:te n tnia aaaannt you "j request it. fern�nllTentybm111e� Wslpmer r ioe at the n�er on your itlenti fiTatAun cardcr rt 7wr 225 vs 226 +�]1EI1PIn. OI PLANATION w BENEFITS IlAefsm.-.�.�.9 �a>•.�+�� Mn ykda-F! s trreceaegd mp: t2100 rare Tsmtrel] ratz ar 71.1 :all 1e deanll rorw +r>R ww ] 111E9. sa, we., aF O000i0111 W.1 urAu AEIESAGE: r sm,3li�°'r`��: a � t`�l.mm o�.� Tw1'°c"lats° to a:g �t"e.�rlw ae'eoCl+c i {t IMYF WrSTIW544 VeriTY fae:ll �rMcu1 e�rCll�'Tu�ERL3V IR HPARFVIEI�fa AT�P av-�]��4 NAIL nLL tLhIYACE6 ndlxEd BWE cK66 oR ctaiC6 m Lb6A'�ELES, eG E�if� bT ou fa.0 asaiatetx. 1n SPai t1Ai.tn�e� t}vnP[z� 1t emo11-.nt booNlet. .,.. ,,. Medicare Sunimary Nfaive � 1.1.41L7k11.�t�E:ltk'li'l• Inli�ksh��1611 ?km�}'.4rrrTnF4'+�*�II.IIK.:FIF-II�IIII�ti f4t1 A1111rr� N 54hij lw-,r I IIC 'ti L.III { II} 1RK 1�'C'11114' ii:ll'LaIYOPU10) Xss Va1rulr 111yd S61lr:uL. Nulwjsg :k'w Rmtu now sal 1-W11&Nf. WNRE:1d411F14rL.1,l-aVF llmrMoLIiI:rL:#till &.T%synll %A FarFLwIllrtieninti NIIIIIIF aL:11l:115.1hI 1111L*Lf I I V- , J-ild--d I-}74H11,M. h1: IRI:IIn11thm 1g 61nimb II1lxr%% +11LII-i'1]{o mn1N12 Y50 PhRTAW-3111A.ILSD.R0Mr11$51O F.1}{•I:-UIN iiN'dk7r4 .'iLr 11+nf4 rsn5f• im*nl xkfll' r 1`nld 1in�1q wAR tirnl{s Ih1;,drd 4iwvd '%ppnmca 1'mJder ikmOka tire" 41v1-1w1 I?14LM-1Ld•A4. Fp 1!ti W iLLL �i 1RY Y1 1M" ILIYL.5utyi SILikR4 {IL.R.11l n1'{'a45��1 y.L]I I; vIILI cF7 :'. II . I 1 W�r.rr%'}1111.w ul �Lk �ti I'14'_ 141 MK Iti %m i ILI I Y K— IIIIr I.LI1' rL. k:d1111':R.-11e PART II -POW CHECKLIST or "7, 1., 9-Xule" + 9 - You must do all of the following in order to have w � ccount correctly. Here is a checklist also referred to as the "7 1 9 Rule' � use to remember! ✓ Noted Account (Code 7) ` ✓ Updated 495 Screen (Code ✓ Updated Status (Code �f 1 1-CLIENT: 20 2-ACCu: 15e9e94 SCODE: ROX DISC YESW,2 CINGSBROOK JEWISH MEDICAL CENT LAST DUN: AR II R1 * SEQu DATE MISCELLANEOUS MESSAGES * Goal 09/03/15 XP010 TC99M,sestamibi, x * 0002 09/03/15 NMG1G PARATHYROID SCAN * 0003 09/03/15 XPG1G 1-123 (capsule), r 1 * 0004 09/03/15 NMG1G THYROID IMAGING A UP x * eee5 Registr. area: P/A NUCMED * GGG6 MedRecNum: 706562, Dia n: 2 9 * 0007 Pmnts: 150911APC RMB: 664 4 C/A 0 * GGG8 Pmnts: 151029TRANSFR TO M 0 * 0009 Pmnts: 151030151030-CKU 4 CASH 0 * Hit F1-Next Esc -exit 7p 1 /"17/ 15 IL 0 P 0.00 TYPE* 00048800 84* 00174000 84* 00007400 84* 00078500 84* 84* 84* 422.46- 84* 0 84* 7.52- 84* * 1-CLIENT: 37 2-ACCu: 01523 I SCODE: R,� DISC: ON 9/26/15 STATEN ISLAND UNIVERSITY HO I LA DUN: A DRG: 0 FILE u 0 F: 4/29/15 PRINCP 233.76 OLL:3613 CU IN 0-NONE INTERS 0.00 DOS: 2/03/15- 2/03/15 DC: PAYMT 0.00 SSu: BDT: 7/20/89 ADJ`S 0.00 STATEN ISLA HOME PH: BALANCE: 233.76 10314 AD CH: POB PHONE: PIF:NO CMPLTE:NO STAT: 133 M/Ru: TOTAL CHRGS: 0.00 ARREARS: 0.00 UB Di: MCAIDu: - LINE ---------------------------- COMMENT ----------------------------- TYPE 0001 Rptd. p 2.61 280 0002 Rptd. pmn rier:929-01 280 0003 Rptd. bal.: 233.76 280 0004 0250 PHARMACY 020315 10 3473 280 r1 L_j 1-CLIENT: 37 2-ACCtt: 015109368 SCORE: RC .IS 1 W 12 ON 1/07/15 STATEN ISLAND UNIVERSITY HOSPI LAST DUN: r.40 FILE tt 0 REF :12/31/14 P R I N C P 221.II COLL:2000 CU 999 INTERS 0.00 DOS:10/23/14-1 3/1 DC: PAYMT 0.00 SStt : B 4/ 1 4/ 1 3 ADJ ` S 0.00 STATEN ISLAND NY HOME BALANCE: 221.11 10304 ADDCH: 0 POB PH PIF:NO CMPLTE:NO STAT : 53 M/Rtt : 0 TOTA S : 0.00 ARREARS: 0.00 UB Dt : *CA I - LINE --------------------------- -- C----------------------------- TYPE 0001 Rptd. pmnt: .00 280 D002 Rptd. pmnt carrier: 280 0003 Rptd. bal.: 221.11 280 0004 0515 PEDS CLINIC 314 1 45000 280 0005 0636 DRUGS DETAIL COD 0 14 1 11156 280 0006 0636 DRUGS DETAIL C 1 4900 280 0007 0001 61056 280 0008 UB Bill Type: 3 280 0009 Insd.name, r shp, p-l.n: JOHNSON, ABIOSEH, 01, NC36236U 280 DISPLAY AGAIN? ( N/J/D- ary/L-etters/P-inks/R-ef Notes(..>) j What page tt? 1 DISPLAY MORE? (Y/N iary/L-etters/P-inks/R-ef Notes<..>) _ lax V 1 rere C l a i m H Value/Rate Cd 5 - Occurrence Cd 9 - Faired Edit 12 - Misc CI 1 - VaIua/Ra Cd , 5 - C curren a Cd , 9 - Failed E t 12 isc 44 Free Form no OLD STATUS: NEW STATUS: 12345678 2 - Mod 6 - NCC P A �4 8 93 ! &A ; : agnosis 4 - NDC , CP7/Rev Cd 6 - ePremis Hold TOB incompatible with• Svcs D $IATU$: 48 Ill' STATUS- 93 r- I 45q#891 D odifien 3 - Diagn-osils 4 - NDC NCCI Edits 7 - CPT/Rev Cd 9 - ePremis doid - FA Status 11 TOB incompatible with Svcs Enter u desired: 2 12345 dnd Missing} Mod STATUS CODE CHANGE FILE DISP AY- v AGE 1-CLIENT: 37 2-ACCtt: 01458223 SCORE: RO ON STATEN ISLAND UNIVERSITY HOSPI LAST DUN: 0 FILE STATEN ISLAND 10304 STAT: 51 UB Dt: OLD STATUS 0 1 3 20 431 53 NEW REF: 3/22/14 PRINCP COLL:3613 CU I 999 INTERS DOS:12/30/13- 2 -/1 DC: PAYMT SStT: D 4/14/13 ADJ`S NY HOME P BALANCE: ADDCH: 0 POB PH PIF:YES M/Rtt: 0 T AL HR 0.00 ARREARS: What item tt? 2 STATUS 1 3 20 431 53 51 DATE --- - C CTOR--------- 3/22/14 200 R NANCIAL SERVICES 3/22/14 R FINANCIAL SERVICES 3/25/14 000 TR FINANCIAL SERVICES 3/25/ 6 etIana S 3/2 6 Sarah N '14 13 Linda M 1 OF 1 tt 0 153.69 0.00 160.65 6.96- 0.00 CMPLTE:YES 0.00 BAL AT CHG $153.69 $153.69 $153.69 $153.69 $153.69 $0.00 USER YSHARA yshara rtr009 RTRO09 RTRO55 YSHARA DISPLAY AGAIN? (Y/N/Jump/<..>) POP QUIZ! 4kls6y 1) Summarize your job description/position. 2) What is a U B-04? 3) Once a UB is sent to the carrier, what i,gf,oe,ated? 4) What are "effective dates"? 5) Name one of the three form u , tier , responsibility. 6) 7) 8) 9) Medicare is a Government pVr those who What is the unique formeicare ID#? Medicaid is a Govern What is the uni NON fA HEY for those who ? ? New York Medicaid ID#? 10) In the case of plit P ) ides, which carrier is the And which is t . "vaF able" carrier? "constant"? RTR Call Back #:718-668-2881 RTR Fax #• '18- 'ti8-1937 Phone Call Reference .."he -%t 1. Dial "9" to Call out ( If you are c;JC lling Aetn ease. 'se our cordless Magic jack phone) 2. Please go through the prompts N/Iak s u identify as the PROVIDER/FACILITY. 3. Tip: #000, can often get pa pts and straight to a live rep! 4.Once you reach a live re, . "Hello, My name is d m calling on behalf of (Hospital) calling on st tus of a few claims" 5. You will be as ride the Hospital TAX ID or NPI. 6. You will thenCask to provide the PATIENT'S ID#, NAME,& DOB 7. You, ill then A to provide DOS + TOTAL CHARGES ** REM BER TO OBTAIN CALL REF # + REP NAMES **** NAME: Date: Client #: Insurance Name: Phone #: *Rep's Name: *Call ref#: *Claim#: *Rec'd Date: veineu vaLc. Denial reason: Acct#: Did claim process IN or OUT of network: Appeal or Corrected Claims Address: Time limit to submit appeal or cow d IF NCOF: Claims Address: Time limit to submit cla Payer ID 1 - UU- Single or Bull fillIlgakdatel Rffd—r'eFs chec Claim Detail Information Sheet Status: Pt Name: DOB: ID# * Eff. Date: _ - * Type of Plan: DOS: Check #: Pt Resp: Co -pay / Co -ins / Deductible 30 days ago request copy of cashed check and complete EOB to be faxed or mailed ay? : Yes or No Processed In or Out Network? If not, what codes denied and why: To- All Employees Subject: Cell phone Usage Cell phones are to be used during designated break tin should not be on your desk, they should be in your poc your cell phone in your draw does not mean to have tF from your draw. If a cell phone is on your desk, your manager will k y put it away -first warning. As second time you will be written a time, you will be suspended/terminated. Please remember you can have your %0e _ office@ 718-668-2881 if needed. . If you have an emergenc se will accommodate you. Thank you, 1W RJ Re' y nd explain your situation, and we Medicare Primary Medicare Paid No Medicare Primary Payment NCOF with NCOF with Secondary Secondan, NCDF with h'r 1F with New Carrier Ne} `arrier Status 226 Latus 132 Medicare Prim- y per Carrier k + io Medicare # O, -Beck. --Ketl fo. ledica re # 4- or SS#j Check for Medicaid # Status 4179 for Medicare 4 4 Found Mdcr# or SS#, & Mcdr PAID Status 2.26 Use Status 130 for Medicare # Found Mcdr# or SS#, & NO Mdcr PAYMENT Status 132 Patient Not found -OR- Patient not El igi ble r,j Check use Eligibility & „ P- Claim Status .arm► of New Ins_ ELIGIBLE + NCOF Pff4b S TATU S 431 132-Medicare (if Mcdrdidn# pay) 10- Medicaid 4 1 7- Demos STATUS Key Terms Explanation Directions 3 New Claim New account, has not been worked yet. This Status indicates this account was just referred and yo e FIRST person working the account. The account is now finalized. Keep in mind; alway ed by a manager before they are discontinued - do not hesitate to requ close unt th think is not payable. Choose the item from the picklist that most closely Examples: No response to ccident/ existi aire (after first attempt), benefits matches your reason for the close. Use 'Other' only exhausted, medical necessity held, unti a uphe uth upheld, Capitated payment, 11 Request to Close if there is no match; then be sure to type in a GLOBAL DENIAL (see low). freeform note (when usage is available) **Reminder: 1-Be sur h th es bei Check packets to see if charge was paid on a different DOS. 3- see if has d before requesting to close. 4- If a split policy, check to see if of r will co rge. When using this ou mu in t la m # and info for the account our claim denied 11 Global/Inclusive The carrier states that these services are considered Inclusive or GI "inclusive," or "global" to, another paid claim. *Reminder- plans; o see i G rate and value codes were billed correctly/missing, **Labs; c see if bille 141 TOB The carrier has specifically requested an itemized bill PI specs o what info the carrier is requesting, and the address to which that info should 18 Itemized Bill Requested by Carrier or manufacturer's invoice. May also use for W-9 requests. The carrier has no claim on file, an have Wha inf tion you type into the 495 screen (Insurance Module) will print on the UB - 20 NCOF-Rebill Claim verified that the ID# is correct, the addres re YO ST BE VERY CAREFUL - ANY ERRORS WILL RESULT IN THE CLAIM GOING OUT correct, and that the patient was eligib 05 RRECT I ies for NO AUTH, ask the carrier rep to check if there is any Auth on file (or check the website for Auth if available). In the event you locate an Auth#, or the rep finds one, have claim sent 48 No Authorization/ Referral Claim has been d r no aut zation k to be reprocessed. he reprocessed claim is UPHELD for NO AUTH, please place account back into a status 48 to have Auth # reviewed. Hardcopy UB Mailed. A -Clerical sent UB out - F/up on Claim status (if NCOF, place back in a status 20 to have Clerical There was no c ile with rier, eligibility resend) S3 Submitted Claim HARDCOPY and mailing ad ss rified, a hard -copy B-NCOF, and you have the HARDCOPY UB IN HAND UB was ly maile (verify all info on the UB is correct, including carrier address and ID#. Then place in mail BIN by HR office 2nd ATTEMPT :Hardcopy UB Mailed. A -Clerical sent UB out - F/up on Claim status (if NCOF, place back in a status 20 to have Clerical Th s again no cl file with the carrier, * 2nd and Final Attempt * resend) 54 eligibi mailing address was verified, and the Submitted Claim HARDCOPY to carrier B-NCOF and you have the HARDCOPY UB IN HAND cop as physically mailed. (verify all info on the UB is correct, including carrier address and ID#. Then place in mail BIN by HR office A- Claim received at carrier and in process TJeerhas given us the date on which the claim B- If you receive account in a 55 Status, F/up for current claim status (If still in process, escalate in 55 Pendi Process wived,and the claim is in process (under status 57) 46 iew) at the carrier. Pop -Ups- "Date claim received"- enter the date received by the carrier. It is important to enter the correct date since we base all future F/up on this date. 1. The carrier has had the claim for 30+ days with no A- Claim denied in Error and is being sent for reprocessin rner payment or denial info - (this includes payments B- Carrier has issued an Unclear Denial; send claim for revie or further explanation pending for an extended period of time) - and claim Pop -Ups: Please select issue from picklist that ly app you choose 'other' you must 57 Sent for Reprocessing / Escalation is being escalated for completion. enter a freeform note as to the nature oft e. t a Un er first in order to keep all - OR- notes uniform. 2. The carrier is sending the claim for reprocessing . for any other reason including, but not limited to: *Reminder: If the claim was alre sen or r cessin n , and has not been resolved within denied in error, unable to provide denial details. 30 days, place the acc t into a 1416. Watch out for "stalled" c hat were d int status from status 3, but never had status Faxed for Claim Status Use for carriers such as UMR etc. who do not requests faxed to the ca have di contacting the carrier for eligibility, status, etc., 58 (or awaiting fax of status) provide status via phone or web. please mail the clai ut ins osin ay receive correspondence, or even payment, in response to ou ion. The carrier has denied the claim for a coding issue such as (not limited to) "invalid Dx," "incompatible We must obtain sp ode info from the carrier- we need to know EXACTLY which codes cpt and rev codes," or "modifier required." You may are deeme rect, and an sted corrections. 93 Coding Issue also use this status for DOB and Pt. Name updates if Example: "Cp requires a odifier," or "Dx code R73.2 is invalid when billed with cpt 90375." you have verified correct info via 442 note in is al for "Never Pay or Standalone" denials. packets. Brief ie EOB before forwarding it to make sure that the dos/charges match the claim in The carrier has applied a credit bala anoth nand the offset patient's info matches that which the rep provided (if any). 103 Payment Applied to an Offset - EOB in hand patient's account as payment for our p clai ce in -ha lace EOB in carrier -appropriate 103/104 "cubby" slot by clerical department. status print-out is not acceptable; we need to see the original EOB. You have an EOB in- nd, indicat roof of riefly review the EOB before forwarding it to make sure that the dos/charges match the claim in payment (obtain r online, ax, mail, or a 104 Printed / Received EOB mail,) and are r in " to a U ader to sen tion and that the offset patient's info matches that which the rep provided (if any). nce in -hand, place EOB in carrier -appropriate 103/104 "cubby" slot by clerical department. to the client. *A single sheet status print-out is not acceptable; we need to see the original EOB. *You must h I E our 1. Medical Rec been s Ily requested Use when the carrier specifically requests Medical Records. by the carrier. If the carrier denies a claim for no Auth and the rep advises you to appeal with medical records, 117 Medical Records -OR- obtain the appeal submission address, and place the acct into a 48 status so we can research first. 2. li 2. De peal dical Records for A Unit Leader may also advise you to put a claim denied for medical necessity into status 117. on othe than N 1. CO (Mng'd rg) denied for inactive A. Carrier denied services as "carve -out" DOS, ou have Me id # B. Need Info : Active Insurance, Patient DOB, etc. R- Pop -Up: Only a MCD# format (XX99999X) should be entered. 130 Request for Medicaid Check pri mmercial carrier processed (paid "Pts DOB" usually fills in automatically, but if changed, will update ENTIRE demo for this patient, so or d) th aim and you have Medicaid listed be very careful. as a nclary carrier. *Please update the 495-screen with the MCD ID#. �v A. MCR is primary, and has not paid (Check page 1 of notes, or the R-screen, to confirm there CR payment or denial info.) The carrier we are following up with states that B. Need Info: Active Insurance, Patient DOB, etc. 132 Request for Medicare Check Medicare is primary for the patient, but there is no Pop -Up: Medicare# (123456789A) If you do n MCR r the pts. SS# (NO HYPHENS) + evidence the hospital has not billed Medicare yet. "A" as a default. *Please update the 495-scre with the D# or 0. (Or fewer than 60 days ago, for A- Claim paid, and the pay Nas issu wV,,v SIUH) Carrier issued payment fewer than 30 days prior to B- If you receive an ac nt in a 1 us, wefo 30 days ago, but there is no Payment issued -UNDER 30 days payment posted yet. /up a sta see if proper info was given the 135 "today," and there is a check #available. (from paid date) first time. This will dete f we nee qOB, or if we need to have a stop - (For client # 37 - SIUH - we allow 60 days) payment placed, and ha ck re-iss *If a check is re iss the acc ould be ed in a 138, then a 135... then 1416 if still not osted The insurance carrier's payment has been received A -Claim paid ere esp: qqW - If paym NOT post a syatem; Record the payment and include PT RESP info in your by the hospital; the remaining balance includes copay, co -ins, or ded. note. Patient Responsibility p Y - If a ment st, and the b ance, or a portion of it, is PT Res use status 137. p Y ( p )� P: 137 (Co -pay, Co -ins, or Deductible) -OR- no p t amount issued, but the entire allowed amount is applied to PT RESP; use Carrier has processed the claim and has issued no payment; entire allowed amount has been appli atus 1 ** Re r: a car er sent the payment to the patient use status 11. to the copay,co-ins, or ded. This i lose" stat Th Lea ill then review the account and close. The claim has been approved for pay ut th sure th proved date" of payment is within 30 days of today's date - otherwise, please have 138 Approved to Pay - No check info yet is no check # available yet. m r e-11escalated to pay, and place account in status S7. 144 Requested information submitted The carrier has requested info oth an me Requested documentation has been sent by the Clerical Dept to the carrier. records, and that inAlans been s o the carrie ke sure that the carrier rep gives you status of the appealnot the original denial. Accounts should move forward into status 148, 307, or close at this point. 147 Appeal Sent A paper app s s t t arrie Pop -Ups were filled in by the clerical dept. when the appeal was mailed. supporting do ion at Look for the certified mail receipt # if the carrier cannot locate the appeal. Can check cert # via USPS.com website. Carrier ved ou I and it i under It is very important that we note the date that the appeal was received by the carrier. Carriers have 148 Appeal Received and in process 45 days to come to a final determination on appeals. If they still have not paid after 45 days, move revie account into status 1416. *Make sure that the carrier rep gives you status of the corrected claim and not the original denial. orrections h en made, and a corrected 151 Corrected Claim Sent out clai TOB) was su itted to the carrier. If the rep states no record of a corrected claim received, you must confirm the correct submission address. request has been filed via carrier's The Carrier denied the claim and there is a reconsideration option available on their website. Please ion. be sure to fill out the complaint/reconsideration request form completely, and to be clear and specific 191 Filed Online Reconsideration jonview carriers offer this option. Do NOT use as to why we are disputing the denial listed on the website. onsultin a supervisor.) **Please advise Unit Leader of account before using this status. �v A. Primary/Secondary: Verify eligibility and submissi ess with the secondary, then F/up with 1. The patient has two separate insurance the primary to request the EOB (unless you can obtain o place in 225 bin/tray by clerical coverages/carriers and the Secondary is requesting department once in -hand. 225 Primary EOB requested the EOB from the Primary. *Do not use this status if you do not knoMdeniNclaim 2. Asplit-policy carrier is requesting the EOB from B. Split Policies: If one of the split -policy cmit to the other" the other portion of the plan. (date restrictions (Ex: GHI denied to BlueCross use status. apply) If both split -policy carriers h enied torier will reprocess if they received the other's E06you may use statA225. ready by checking the first page of Confirm that Medicar bi dNuse132 The patient's Secondary carrier is requesting a copy notes, or the R-screen. *If 226 Primary MEDICARE EOB (EOMB) requested of the Medicare EOB (EOMB) no proof of MCbilli to have Medicare eligibility checked and billed. Pop -Ups: "Carrier name"- put id date"- enter "010101 " (It is not necessary to call Medicare) Use ONLY wh a cla denie into, Accident Questionnaire, Pre-existing Question r Student .onnaire. A Supervisor may also advise you to place in status 227 if The insurance carrier is requesting information from hospital sy as already b ecked and has returned contradictory COB info. 227 Requesting Call/Contact to Patient the patient, which the patient must be advised of. *Do not use ou need ad info from the patient such as DOB or carrier phone# 4179 me/DOB issues). Remi lace t in status 227 ONCE only. On Second attempt, REQEST TO CLOSE ACCO We submitted an appeal to the ca least 30 Thi us is to be used for no RECEIPT of appeal, not for processing of appeal not finalized; the 307 Appeal NOT Received at Carrier days ago, and there is still no appeal o r has 45 s from date of receipt to finalize an appeal. ure eep a list or printout of accounts for which you have left a message. You must F/up 381 1st Message Left at Carrier Carriers such as Locals and Blue Ca th you have not received a callback. When receiving an account in a "message left" message to be left.46 status, take note of how many messages were left in order to ensure you place it in the correct "next" tus. e sure you keep a list or printout of accounts for which you have left a message. You must F/up 382 2nd Message Left at Carrier Carriers such ocals a Car equir the next day if you have not received a callback. When receiving an account in a "message left" message to b status, take note of how many messages were left in order to ensure you place it in the correct "next" status. Make sure you keep a list or printout of accounts for which you have left a message. You must F/up the next day if you have not received a callback. When receiving an account in a "message left" 383 3rd Message Left at Carrier Carrier ocals an Card may require a status, take note of how many messages were left in order to ensure you place it in the correct "next" mes o be status. *If three messages were left already with no return phone call, place the account into status 1416 if it is not moving. Eligi nd mailing a ess were verified with the Hardcopy UB-04 and primary EOB mailed. 394 Billed Secondary with Primary EOB/EOM and rier; the HARDCOPY UB was submitted A- Secondary carrier requested Primary EOB. Clerical mailed out both items to carrier. tal ng with the primary carrier's B- Split policy carrier (Ex- BC denied as submit to GHI) requested EOB. Clerical submitted. star ntE Eligills and mailing address were verified with the SECOND ATTEMPT - Hardcopy UB-04 and primary EOB mailed. 395 * 2nd Seco y carrier; the HARDCOPY UB was again A- Secondary carrier requested Primary EOB. Clerical mailed out both items to carrier. Billed Secondary rimary OB/EOM su ed by postal mail, along with the primary B-Split policy carrier (Ex- BC denied as submit to GHI) requested EOB. Clerical submitted. _Aj1jjjj!! er's statement EOB . \�J Verify that the total charges of the paid claim match aim's total charges. Ask the rep to give Payment - Over 30 Days Carrier issued payment more than 30 days prior to you the account/control# of the paid claim. 424 (from paid date) "today," and there is no payment posted. *Remember, if you get payment info online, we need to see B - you may be given the acct back in order to call and request the com let see 104 The claim was paid more than 30 days ago, there is Used for carriers who have either not per d us to t a cop a EOB and check via phone, 426 Awaiting Fax / Hardcopy EOB from Carrier no payment posted, and the carrier has not yet or have not provided it whe ed the fi 'me. provided the EOB either online or via phone See rules for statuses 424 a 104. request. Updated/Corrected carrier and/or ID#information Before placing an acc in tat you ve • igibility, , and that there is NCOF with 'll. 431 Rebill with New Insurance and/or New ID has been obtained, and we must request a rebill the "New Insurance" b uestin Be sure to update the n with t ated info so that the new UB-04 will print correctly. through either the client, or via hardcopy rebill. 's, Ex: Blue Card updated ID nied to I, HIP denied to bill HCPIPA etc. A Supervisor a hospi and has found a New member ID# or New Insurance Supervisor found New Insurance Info or Updated Carrier info 442 Verify Eligibility to Bill New Carrier member ID#, and you must VERIFY eligibility before You mus the eligibilit a patient for the dos under the new ID# and/or carrier provided. requesting to bill. A. If ELIGIBL NCOF, reme to rebill/update carrier info and use 431. B ELIGI u may REQTO CLOSE via status 11. Use for accounts we do not work - consult wa ed an nt for a carrier we are not supposed to work - Patient coverage must be 999 NON RTR PAYER Supervisor verifi with it Leader before using this status in order to keep comments consistent. JOC There is a recurring issue that needs t ough ke sure ps are filled in completely and accurately as this info is fed DIRECTLY to both the 1416 to the attention of the client and addr ough (Joint Oversight Committee) arrier. If we supply incorrect info, we will lose credibility for any future their Managed Care Office (MCO) com ations. Account require&t one foll P Dec Claim status f ew aq t wa ked onlin me rules as for status 3 apply to this status.* but there is i icie in ide (*Exception: An account should not go into status 20 from this point, as we have confirmed a claim is 4176 Phone Call Required -OR- on file.) Claim status fo ccount cked online, *If placed in status 4176, you MUST follow up on the next business day. and we disagree it enial. The H m sho a is a denial, and Please work as you would a new status 3 account. The Hospital system is showing there is a denial on 4178 Denial on File acco eeds -up IM file with this account, but further info is required. Follow up for claim status. en: 1. tient is note on the date of service Make sure you have first checked the R-Screen and packet accounts for the information you are 2. The nce carrier cannot find/identify the 4179 Request Patient Demographic Info Demos q( ) requesting, and that you have no Medicaid Status 130 or Medicare # Status 132 available. q g, Y ( ) ( ) ed one number and/or address ofr. k **Reminder: DO NOT place a Non -covered service denial in 4179 IMPORTANT: Before placing an account in a status 4203, you MUST verify that the received date is %W truly outside of that carrier's timely filing limit. (timely 0; *You must also ensure to verify the appeals address and appeals filing limit with carrier rep so that The claim was denied for late filing; carrier received we can submit an appeal if we believe there is proof of timely. 4203 4203 Filing) cle Timely Filin Filing) denia Timely Filin claim outside of timely filing limit for that carrier. *Before using this status, make sure that you cannot appeal with another carrier's denial or payment EOB. (Ex: If GHI denies a claim to go to BCBS, then the BCBS "180-day clock" starts ticking on the date of the GHI denial or "DOD EOB" date Working Claims Online Step 1: Power term Read any prior notes. What insurance are you working? What are your total charges? What is the patient ID #? Step 2: Carrier website Login into Provider portal using the correct hospital/ Check eligibility Is there a claim matching your T* Char what status are you Step 3: Back to COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT I: INSURANCE COLLECTION WORKFLOW Insurance Flow Chart Client referral is loaded into RTR's proprietary system, and a confirmation is sent to the client 1 Accounts Strategically Distributed to FTE's by carrier 1 Fallow Lip Online or Phone Claim on File In Process I Y Pending Denied! Paid Followup in 54 ❑ays Coding Issue Medical Records No Authorization Request Payment Review I Account back wl ` Forward to a ' Forward to a Forward to a A tollowm for 1 u p tea co ding supervisor supervisor far Correct Incorrect ca lm supervlsor for review review determination — — review Coding corrections Authorization Appeal sent No Authorization Found Account Finalized with Patient r Account Flnal2ed without underpay Patient Appeals Sen! made Responsihjl_ _Responsibility Forward to Account back wl Forward For Forward to Self ' Account back WI Clerical to re -bill lollawup team for Appeal with Pay for Account Closed Followup team for hardcopy with claim Medical Records; FOIIaY+up claim 1 Corrections _. -._-_ determinations _ reconsiderations' Account back wl Followup team for claim I determination No Claim on File Clerical 1 department to f re -bill hardcopy Rebilled 7 Sent by Clerical Allow 94 pays i Account back wl Followup team to confirm receipt l Self Play Flow Chart RTR Receives _ Referral via FTP RTR loads and packets accounts ■ RTR sends for Send 1st additional phone collection _ numbers via third Party services letter RTR staff calls patient via RTR's dialer system Yes Payment 1W No received? ► r Forward payment to processing 45 days after first letter and no payment, second letter gets sent to patient RTR staff tails patient via RTR dialer system ■ Payment Yes received'.) No r Forward payment to processing IF RTR staff calls patient via RTR diaief system ■ 90 days after first Yes . letter and no payment, account is sent to legal for legal letter ■ Contact - Collection Agency No s RTR will forward to client as un-collectible Working Claims Online Step 1: Power term Read any prior notes. What insurance are you working? What are your total charges? What is the patient ID #? Step 2: Carrier website Login into Provider portal using the correct hospital/carrier login Check eligibility Check for claim status Is there a claim matching your Total Charges? If no, NCOF If yes, what status are you going to use? Step 3: Back to Power term 7- Note 1-Update 495 screen 9- Update Status COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT J: HIPAA POLICY FINANCIAL SERVIC> S - Policies: HIPAA Policies and Procedures A) It is the policy of RTR to limit the use and disclosure of protected health information to the minimum necessary to accomplish the intended purpose of the use, disclosure, or request. B) It is the policy of RTR to document the disclosure of protected health information. Q It is the policy of RTR to mitigate, to the extent practicable, any harmful effect that is known to result from a use or disclosure of protected health information in violation of these policies and procedures or the requirements of any contact between RTR and its clients. D) It is the policy of RTR to have and apply appropriate sanctions against an employee who fails to comply with these policies and procedures, the restrictions contained in the contract with RTR's clients, and federal and state laws. Procedures: 1) When requesting protected health information, reasonable efforts should be made to limit the request to the minimum necessary to accomplish the intended purpose of the request. 2) When using or disclosing protected health information, the disclosure or use shall be limited to the minimum necessary to accomplish the intended use. 3) Protected health information may be used or disclosed to the individual who is the subject of the protected health information without regard to the minimum necessary requirement. 4) Diagnosis information should not be discussed with the patient or responsible party. Should there be a need to disclose diagnosis information, you must review the account with your supervisor prior to any disclosure. RTR Financial Services 2 Teleport Drive Suite 302 Staten Island, New York 10311 ZFI:NANCIALV[CES 5) Protected health information may be used or disclosed in response to any valid authorization without regard to the minimum necessary requirement. 6) All releases of protected health information shall be documented in the collection file. 7) A patient requesting access or amendment to his/her own protected health information shall be advised to contact the healthcare provider directly. 8) If a patient or responsible party disputes the debt, the account must be reviewed by your supervisor prior to providing any verification. 9) Any release of protected health information occurring in violation of RTR's policies and procedures shall be immediately brought to the attention of the employee's supervisor and the President. 10) When stepping away from your desk, you should make sure that no patient account is displayed on your computer screen and any paperwork with protected health information is secured. 11) There shall be no e-mail communication containing protected health information with a patient or responsible parry. 12) If an employee has any question as to the use or release of protected health information, then he/she should not use or release the protected health information until he/she has reviewed the question with his/her supervisor. 13) Any release of protected health information occurring in violation of RTR's policies and procedures shall be documented in the patient's collection file. 14) Upon notice of such disclosure, the President shall consult RTR's legal counsel and appropriate management to formulate a response to mitigate, to the extent practicable, harmful effects resulting from the use or disclosure at issue. 15) RTR's response shall be documented and retained. 16) RTR is required to notify the healthcare provider of the violation as soon as reasonably practicable. RTR Financial Services 2 Teleport Drive Suite 302 Staten Island, New York 10311 =FINANCIAL VICES - 17) An employee who has violated any of these policies and procedures will be subject to disciplinary action up to termination. 18) Managers and supervisors will be held accountable for failing to comply with, or for the foreseeable failure of their subordinates to adhere to, the applicable standards, laws, rules, policies, and procedures. 19) Each situation will be considered on a case -by -case basis. Intentional or reckless noncompliance will result in significant sanctions. 20) All sanctions shall be documented in the employee's personnel file. 21) No employee shall be sanctioned for a violation when the employee had a good faith belief that such use or release was allowed or required by a HIPAA. RTR Financial Services 2 Teleport Drive Suite 302 Staten Island, New York 10311 COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT K: PCI DSS COMPLIANCE I& CHASEv Marc T. Weinberger Vice President Business Banking 3 Chase Metrotech Center, Wh Floor Brooklyn, NY 11245 Phone: (718) 242-5858 Email: marc.t.weinberger@jpmchase.com Date: February 3, 2020 Re: R.T.R Financial Services Inc. / PCI Compliance To whom it may concern: Please note chase bank requires all merchants (regardless of their size or type of payment system) that store, process, transmit or have access to cardholder data to be in compliance and protect that data. The PCI standards that RTR Financial Services Inc had to meet in order to process with Chase Merchant Services are outlined on page 2. The information on page 2 can also be viewed online at: httl?s:llwww.chase.ca en su ortrotect- our -business pci-compliance-information Please also note JPMorgan Chase & Co. does not certify client's websites. In the event you need your website to be certified, there are well known services such as TrustWave that provides this service. TrustWave: httl2s:l/www.trustwave.com/en-usI Should you have any questions feel free to contact me directly at (718) 242-5858. Sincerely, Marc Weinberger 1 1 Page PCI Compliance Information Payment Card IndustryDrA SecurityStardards(PO DSS) are designed to provide merchants a single set ofrequirements for saleguardingsensitivedata- These standards l,,avebeen adopted by ail the card Brands inconjuricticn -with thePO DSS- The stardardsreqtvre that all merchants(regardless of their sue or tjTevf or t,,.Ne access -ocardhotder data M1 Ist be if) corripliance to protertths*tdata. What are the requimn-,.enrs? ThePO EDISS is composed of 12 requiremerrts. These req„remeritscower a fA sve-crum ef topics rierestaryfor data security- Tfieyravage from remavirg -'ensivve card date froon your ipayrnert WemnalSto intplertler' bing data security pCiiicies%r your employee�, tafoHow. Ir. corijunctiorvild, tfie 12 prtovidesguidwice for non-corvipaiant MeTr-harltS StrW10gtG aLhieve cornptiance- evels of RequniIrement-s, Le"I Criteria Requirements I ever millionV=sa or Mastercardtraans3aiuns in a 12 mone - period - Quarmly metmork scans 2 Between land 6 milljor Visa of MasterCard trarsac6or's 7n 2 12 mond., peeiad 3 Sp-ween 20,000 and I million',Iisz or Master&fd ecommerce Self Assess�entt2 �estiorsraise {SAES trarisac-ionsir a 12 morith peno-O 4 Less than 20-GOO ecornmerce or less tfTari lri;ion transaq-iors - -W)Ji one card band it a !Zrnomh period - Qua rteriv netwok scafis �tILrT155IQn to acquirer riot rrraryda'ory Valldaticn of Corripfiance ''our acquirerl payment prvoo-ss3r May (eqUi(esubrnissiun, oFdricurnentawn deper-Frig, Lin your data seruntyreportirg levei in order tovartdate PC; DSS such " * Report on Compliance (ROC) * SelFAssessmentQjestionnaiiefSAQ) andAttestation of Compliance - "Oean's securrzy vulnerability scare by an App(uved Scanring Vendor * UseofafiayrrieritAppltcatior Data Secur:ty Standard (RA DSS) compLant pejonertappliocatior. I-d'u1nerability Scans, Wfiy :s scanning impwtant2 The benefit of having a quarterly networkscan into ensure you., paymentenvirorimert is sealed uff to individuals mtti malicious ir,W, -- In addition to Safeguarding your Customer's cardholder data, perfor mirg r, etim, ark scans is a requirernerit for anong PCP DSS cemoliance- These scans are nor -intrusive tests that trivoive probirig, and reporting or, tf!eseivices available through yruw' T-.,teflret car, necbon- for a complete fist ufApprv,,o-d ScanningVeridors, visvitthe PC, Security Stardvds CouriO websoce- F3r ca-d association updates an data security, pl*ase -wsit Cant?& of Nias'ef Ca "di 2 1 P a g e COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT L: EEO POLICY Standard Em2loyment Practices At Will Employment RTR does not offer tenured or guaranteed employment. Unless RTR has otherwise expressly agreed in writing, your employment is at will and may be terminated by you or by RTR at any time, including after the evaluation period. Equal Employment Opportunity RTR is committed to providing equal employment opportunities to all individuals without regard to race, color, creed, religion, sex, national origin, age, disability, marital status, sexual orientation, citizenship status or any other characteristic protected by law. RTR does not discriminate on the basis of gender in compensation or benefits for women and men who work in the same establishment and perform jobs that require equal skill, effort, and responsibility and which are performed under similar conditions. RTR will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. An employee with a disability for which reasonable accommodation is needed should contact the company President to discuss possible solutions. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of the company President. Employees can raise legitimate concerns and make good faith reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including discharge. Sexual and Other Unlawful Harassment RTR will endeavor to maintain a work environment that nourishes respect for the dignity of each individual. This policy is adopted in furtherance of that tradition. It is against the policies of RTR for an employee to harass another person because of the person's sex, race, color, religion, national origin, age, disability, sexual orientation, marital status, or other characteristic protected by law. Actions, words, jokes, or comments based on such characteristics will not be tolerated. Consequently, it is against the policies of RTR for an employee to sexually harass another person. Unwelcome sexual advances, requests for sexual favors and other verbal or physical conduct of a sexual nature constitute sexual harassment when. (1) submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment; (2) submission to or rejection of such conduct by an individual is used as the COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT M: DRUG -FREE WORKPLACE FINANCIAL SERVICES. Drug -Free Workplace Policy RTR does not tolerate the use or possession of alcohol or illegal drugs on the job or on company property. Any employee using or possessing alcohol or illegal drugs on company property or while at work or who reports to work under the influence of alcohol or illegal drugs will be subject to disciplinary action, up to and including dismissal. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT N: ACA MEMBERSHIP AND CODE OF CONDUCT Proof of ACA International Membership RTR FINANCIAL SERVICES, INC. Wk4w na Pl aw Ug In %du= Ever [amen �P.G4lntrneriEnel� .Ndi- AdriYe[Y- Cenpliwb - Edge w- Y16ifeimee- Wa fflh nhip- Looking for Seamhpoirmt Documents? Submit sea rch item then select the SearchPoint tab below. .wrnaiarmp3.5 rnmu-�i e+em' Enter any or all V sec • a=a•c- c=:e-=_ t__ st•. Selecta Business Line to narrow results to third -party collection, asset b*r7, law fine mernbers. etc: choose'affiliabe'to view vendors offering services mthe ARM industry. Leam more about seledi rig a professional col lection agency c _ _ _ ___ onal. Note: Some ACA memoers opc ova &me airectory. Also, be aware some companies may &Jrn wimply membership or affiliation with ACAcontrary to ACA's reoords: Read ACA's logo use policy here and wievrlist of company narrvs andwebsites sa identified by ACA JsenfACl4's member diremory is subjertm certain terms and conditions listed below. Country united Slates StalaFrovinoe Company Name R.T.R. Fnaneerl Services I city Eip Business Line First Name Last Name H a oft �Find INext United States New York Staten Island R.T.R. FINANCIAL SERVICES, INC. Robert T. Reilly, President Roberl J. Reilly; Ethics Contact 2 Teteporl Dr Ste 302 Staten Island, NY 10311-1004 United Stales Phone: C718) b6&2881 Fax: (718) 669-1937 h0o:llvnwv. rtrls.com ACA Member since 2014 Line of Business: Qutsouroed First Party or Billing Company Line of Business: Third Party Galleclions Member D-.mryA— Terms ACA will license to user dme —dents f,his Direct. _ - - m _ _a . _ ---- al or the terms and conditions concai ned in this rat-exd usive. non -transferable, limited icense agreement User should read this license agreement carefully before acor-ing the Directory. m This Direoryshall be usedferso r individual, penal a-� a- _: a { a a -=a purposes only, and may be used only pursuantw the terms of this license agreement This Dire=ry and its contents are proprietary toACA The concerns of this Directory may not, in whole or in part, be reproduced; Copied; disseminated; agrerad into a computer darabase: used as part of or in conneccion with the preparation, revision or confirmation ofa mailing, telephone, fax, email, or other marketing list; or otherwise ud lbed, in arty form or ACA International Code of Conduct March 18, 2014 ACAI INTERNATIONAL The Association of Credit and Collection Professionals Preamble As Members of ACA International, The Association of Credit and Collection Professionals (ACA) we assume responsibilities to fellow Members of the Association, our industry, our customers, consumers and the public at large. In doing so we strive to: • Maintain the highest standards of business conduct by using only legal and ethical means in all business activity. • Actively promote and encourage the highest level of integrity within the industry. • Cooperate in every reasonable and proper way with other Association Members and work with them in the advancement of the credit and collection industry. • Be fair and respectful to employees, associates, competitors, customers, the public and employer(s), in all business or professional relationships. • Adhere to honesty and integrity in advertising and in all representations to the public concerning credit and collection industry products and services. • Commit to the development and use of the highest standards and practices for processing and handling consumer, customer and competitor disputes using ACA's Code of Conduct as a guidance document. • Observe all applicable laws, regulations and rules pertaining to the processing and handling of accounts receivable. • Support ACA's Mission and Values and agree to uphold this Code Conduct and the governing documents of ACA International. Mission ACA International contributes to the success of its members and the positive reputation of the credit and collection industry through education, advocacy and services. Values • Leadership • Integrity • Respect • Responsibility • Service • Education ACA International Code of Conduct. 0 2014 ACA International. All Rights Reserved. Definitions This section provides the official definitions for terms used throughout this Code of Conduct. "Association" and "the Association" means "ACA International, The Association of Credit and Collection Professionals," "Code" shall refer to the Code of Conduct described herein, which constitutes a merger and revision of the previously titled "Code of Ethics" and "Code of Operations". "Member" means any company, partnership, business entity or individual who has successfully applied for and obtained membership in the Association. Individual compliance with the Code shall be the responsibility of the Member company, partnership or business entity employing such individual; Ethics Committee investigations, determinations, and disciplinary proceedings shall be directed to the Member company, partnership or business entity. Rule I: General Membership Obligations To maintain a membership in ACA the Member shall: A. Abide by the ACA Code of Conduct and the Bylaws and Standard Operating Procedures of the Association and - to the extent they may become applicable in any member matter within the discretion of the Ethics Committee - any procedure, rule or guideline governing ethics -related proceedings or appeal therefrom, including the Ethics Committee Review Rules. B. Supply information relevant to membership qualification when requested regarding the nature of the Member's business and background information about company principals and management personnel. C. Not have been convicted of a crime or have been found liable in a civil action for actions or inactions that relate to credit or collection industry practices or procedures, including but not limited to: crimes relating to the misuse of funds, client trust accounts, fraud, forgery, embezzlement, tax evasion, identity theft, or other theft or larceny within the past 10 years. D. Cooperate with and abide by the Association's self -regulation efforts. E. Designate an individual within the organization having sufficient responsibility to receive consumer complaints directed to the Association, and keep the Association informed at all times of this individual's current contact information. E With respect to any ethics -related matter received through the Association concerning the Member's conduct, promptly respond to all such Association inquiries, cooperate in any related ethics proceedings, make a good faith effort to resolve all such matters, and conform to any ethics -related determinations. G. Meet its financial obligations, including, without limitation, financial obligations to the Association. H. Require each collector within the organization to adopt and agree to abide by the Collector's Pledge which states: I believe every person has worth as an individual. I believe every person should be treated with dignity and respect. I will make it my responsibility to help consumers find ways to pay their just debts. I will be professional and ethical. I will commit to honoring this pledge. ACA International Code of Conduct. © 2014 ACA International. All Rights Reserved. Rule II: Ethical Conduct Required of Members A. In addition to a continuing duty to adhere to the requirements of any applicable laws, regulations and rules concerning credit and collection industry practices, each Member has a duty to: 1. Treat consumers with consideration and respect. 2. Communicate with consumers with honesty and integrity. 3. If the Member is a debt collector (as defined in Section 803(6) of the FDCPA) upon receipt of a written request for verification of a debt from a consumer, suspend collection activities on the account, and provide verification of the debt. If such Member does not or is unable to provide verification of the debt in response to a consumer's written request for verification, the Member will: a.) Cease all collection efforts; b.) Direct or request removal of the item from the consumer's credit report or report the item as disputed to the appropriate credit reporting agency, at the member's next available opportunity (if applicable); c.) When closing and returning an account, notify the credit grantor, client, or owner of legal title to the debt that collection activity on the account was terminated due to the inability to provide verification of the debt; d.) If requested by the consumer in writing, notify the consumer that collection efforts have been terminated by the Member. 4. In addition to any requirements imposed by law or regulation, in instances of alleged identity theft, fraud or mistaken identity, conduct a reasonable investigation to determine the validity of the debt, the identity of the obligor on the account and the accuracy of the information in the possession of the Member. 5. Comply with its contractual obligations to the National Automated Clearing House Association (NACHA). 6. Not threaten or initiate collection litigation on time barred debts. 7. Seek to obtain access to accurate and complete information about any accounts being purchased by the member and obtain evidence of the chain of title to the debts being purchased. 8. Adopt an internal code of conduct. B. In addition to a continuing duty to adhere to the requirements of any applicable laws, regulations and rules concerning credit and collection industry practices, each Member will: 1. Not engage in conduct involving dishonesty, fraud, deceit, or misrepresentation including but not limited to misrepresentation for the purpose of obtaining membership in the Association, a license, a certificate of registration, a certificate, a credential or business related insurance. 2. Not harass, threaten, or coerce a person, including but not limited to, on the basis of race, sex, age, creed, religion, color, national origin, disability, sexual preference, gender or marital status in connection with a Member's professional business, Association activities or while acting in a representative capacity of the Association. 3. Not engage in dishonorable, unethical or unprofessional conduct of a nature or character likely to deceive, defraud, or harm a consumer, customer, member of the Association or the public. 4. Use reasonable efforts to safeguard the confidentiality, integrity and availability of consumer information entrusted to the Member's possession and control. 5. Refrain from using the name or logo of the Association for commercial sales or advertising purposes in a manner not specifically authorized by the Association. 6. Refrain from knowingly representing that it is affiliated with, or endorsed by an institution or organization when such an affiliation or endorsement does in fact not exist or that the Member has achieved a professional designation when such achievement does in fact not exist. 7. Make reasonable efforts to ensure the Member, its principals and its employees comply with the laws, regulations and rules under which the Member performs credit or collection services or debt purchasing and the Association's Code of Conduct. 8. Take adequate precautions to distinguish between the Member's personal views and the views of the Association, its subsidiaries and affiliates when communicating with third parties. 9. Not communicate, share or distribute any proprietary or confidential information which the Member acquires in the course of performing duties as an Association Member, officer, director, committee member or instructor which could have a detrimental impact upon the business or reputation of this Association, its affiliates, alliances ACA International Code of Conduct. 0 2014 ACA International. All Rights Reserved. or subsidiaries or any other member of the Association; nor shall any Member use any such information described herein to promote the Member's self-interest or business interest. 10. Place any member of the Association or the industry who they suspect, or know, to be violating the ACA Code of Conduct on notice of the alleged violation and seek to identify a solution. Report such member of the Association or the industry to the Association's Ethics Committee for further action if such parry's continued violation of the ACA Code of Conduct appears to be willful. Rule III: Member Responsibilities — Business Relationships A. In business relationships with clients Members are encouraged to perform services subject to a written agreement. 1. In the absence of a written agreement Members shall make settlement with clients at least once each calendar month. Such settlement shall not be later than thirty (30) calendar days after the close of the calendar month for which the settlement is made or as otherwise controlled by state law. B. When furnishing data on a consumer credit report, a Member has a duty to: 1. First obtain the authorization of the creditor, forwarder or party holding title to the account to perform credit reporting services; 2. Accurately report the date of delinquency as required by the Fair Credit Reporting Act; 3. Take reasonable steps to avoid furnishing data to a consumer credit reporting agency about an account that is presently subject to reporting by another data furnisher; and 4. Delete data furnished to a consumer credit reporting agency upon cancellation and return of an account to the creditor, forwarder or party holding title to the account. C. A Member may at no time engage in unlawful activities, schemes, financial arrangements or kickbacks with clients, employees of clients, agencies, entities or collection professionals, including but not limited to acts or omissions giving rise to allegations of bribery, malfeasance or unprofessional conduct as determined by the Association's Ethics Committee. Rule IV: Member to Member Responsibilities In relationships with fellow Members, each Member shall: A. Not knowingly, negligently or with disregard of the truth, misrepresent its own qualifications, record, collection rates, capacity, experience or abilities or of any other Member or employee of any Member. B. Not recruit or solicit prospective employees at any Association sponsored seminar, program, conference, convention, meeting or activity, or use their status or position within the Association to accomplish the same. C. Not knowingly or with reckless disregard of the truth, misrepresent the qualifications, record, collection rates, capacity, experience or abilities of any Member. Rule V: Member Responsibilities as Forwardees and Forwarders In the absence of a written agreement between the Forwarder and Forwardee, Member and non-member Forwarders and Forwardees who engage in a forwarding arrangement, agree: A. Rates of commission and fees are matters of contract between Forwarder and Forwardee and the Association does not presume to establish or suggest any fixed rate or policy that is intended to be binding upon its Members. The ACA International Code of Conduct. © 2014 ACA International. All Rights Reserved. Forwarder shall state in the originating forwarding document the net commission rates or fees which shall be paid to the Forwardee upon collection of the items so forwarded. If the rates or fees stated are not satisfactory to the Forwardee, he or she shall return the item(s) of collection within ten (10) business days to the Forwarder along with all original documentation thereof. B. Any change in rates concerning any items forwarded for collection shall be agreed to and acknowledged in writing by both the Forwarder and Forwardee. C. Unless otherwise agreed to by both parties, in writing and signed by both parties, the method for computing compensation for internationally forwarded accounts will be based upon a contingent fee method. This means that compensation will be based solely upon a percentage of the amount collected and remitted in the Forwarder's currency. If no funds are collected, no charges or expenses will be paid to the Forwardee. This applies to all collection efforts including legal proceedings (court costs, attorney fees, etc.) unless the parties otherwise agree in writing, in advance of any work being done and /or in advance of any legal action being started. Members who forward accounts for collection should determine whether the country or political unit wherein the Forwardee conducts business, imposes any prohibition or restrictions on the remittance of funds or assets to Forwarders, before forwarding accounts for collection to any such Forwardee. D. In the instance when an account is forwarded for collection of an amount which includes charges in addition to the principal balance due, the forwarding documents shall include an itemization of each such additional charge. Moreover, unless otherwise prohibited by law, any decision to collect such charges from the consumer shall be the sole responsibility of the Forwarder and said Forwarder shall indemnify and hold Forwardee harmless for any damages including compensatory, actual and punitive which Forwardee incurs as a result of Forwarder's decision and demand to collect such additional charges. As used in the Association Code of Conduct, charges subject to this provision shall include, but are not limited to, interest, penalties, court costs, sheriffs' fees, bank charges, garnishment fees, attorney fees and costs of service of process. E. The Forwarder shall disclose any disputes of which the Forwarder has knowledge and advise whether or not an itemized statement can be produced upon request of the Forwardee. E The Forwardee shall, within ten (10) calendar days of receipt of the originating forwarding letter or document acknowledge all items forwarded for collection by accepting or rejecting them in writing. If the Forwardee rejects an account or item forwarded for collection, he or she may, but is not required to, inform the Forwarder of the reason for so doing. G. Forwardee shall respond promptly to requests for reports from Forwarders. 1. Reports shall not be requested or expected sooner than one hundred fifty 050) calendar days after the forwarded account has been either acknowledged, payment received thereon or following the last report, unless otherwise agreed to in writing by the parties. 2. After two (2) requests for reports have been made by a Forwarder, without response from the Forwardee, the Forwarder may give fifteen 05) business days' notice of cancellation of the forwarded account by certified mail, and if no report is given within this time 05 business days), the forwarded account shall be considered canceled and returned to the Forwarder. H. Except as provided in paragraph "I" below, allow the Forwarder or the client of the Forwarder the right to withdraw any account or item forwarded for collection, six months after they have been listed for collection, within thirty (30) calendar days of receipt of such a request in writing, if there has been neither payment, promise of payment or legal action filed since the account or item was forwarded which reasonably entitles the Forwardee to retain the item or account for further collection effort. ACA International Code of Conduct. 0 2014 ACA International. All Rights Reserved. I. Allow the Forwarder or the client of the Forwarder the right to withdraw any account or item forwarded for collection immediately upon evidence that the Forwardee has breached the contract in effect between the Forwarder and Forwardee. The Forwarder shall promptly report to Forwardee any direct payments made either to Forwarder, or to the creditor. The Forwarder shall remit such amounts to the Forwardee within thirty (30) calendar days after being rendered a statement by the Forwardee or otherwise settle with Forwardee in a manner acceptable to both Forwarder and Forwardee. K. Where a forwarded account is paid directly to the creditor or to the Forwarder after the account or item for collection has arrived at the office of the Forwardee and the Forwardee has acknowledged receipt of same and commenced work on the account, the Forwardee shall be entitled to the usual commission. L. Unless otherwise agreed by both parties in writing, the Forwardee shall make settlement with the Forwarder within thirty (30) calendar days of receipt of negotiable, collected funds on forwarded account. Forwardee shall be entitled to retain its court costs and attorney fees before application of principal amount. The costs of transmitting funds are to be paid by the agency forwarding the funds unless otherwise agreed to in writing by the parties. M. Within thirty (30) calendar days of discovering that a check used as the manner of payment by a consumer was dishonored or recalled by bankruptcy petition, the Forwardee shall provide Forwarder with actual notice of this information. If after having complied with the preceding notice provision, the proceeds of a collection item are received by a Forwarder, and the check that was the manner of payment by the consumer is dishonored by the drawee bank or recalled by bankruptcy petition, the Forwarder shall be obligated to restore to the Forwardee all the remitted funds including the shares of both the creditor and the Forwarder, irrespective of whether the Forwarder has actually remitted the proceeds to the creditor, or not. N. Upon receipt of an account forwarded for collection, the Forwardee shall, within thirty (30) calendar days of receipt determine whether the consumer resides in a geographic area serviced by Forwardee. If the Forwardee learns that the consumer is located in a geographic area other than that serviced by the Forwardee, the Forwardee shall return the forwarded account to the Forwarder. However, if the Forwardee has made settlement arrangements with the consumer, the Forwardee will be permitted to retain the account so long as payments are being timely received in accordance with the terms of the settlement arrangement. O. The Forwardee may not reforward a claim without the written consent of the original Forwarder. p. In cases where the item forwarded is a judgment which includes costs, the Forwardee shall be entitled to receive the regular commission due on the collection of the entire judgment, unless different arrangements have been made in advance between the parties. Q A Forwardee, having relinquished an account, and after giving notice to that effect to the Forwarder, may accept payment from the consumer with the understanding that said Forwardee is not entitled to compensation on any such payment unless expressly authorized by the original Forwarder. R. No Forwardee shall charge and retain from one account the commissions claimed on another, where there is no authority to do so. This means that no Forwardee may offset one account against another, even if from the same Forwarder. The Forwardee shall limit all written and oral communication to the Forwarder's client to only those matters which the Forwardee agency has been expressly authorized by Forwarder to communicate. ACA International Code of Conduct. © 2014 ACA International. All Rights Reserved. T. When returning, relinquishing or terminating an account or item for collection, the Forwardee shall return all of the original documents evidencing the obligations which were provided to the Forwardee by the Forwarder. U. Before reforwarding an account, Forwarder shall request return of the account and secure its release from the original Forwardee in writing. Failure to comply with this provision may result in liability for multiple commissions by the Forwarder to the Forwardees. V. No Forwardee shall compromise or settle any account forwarded for collection without first obtaining the written consent of the Forwarder. In addition to other sanctions and penalties, a Forwardee who violates this provision shall be liable to the Forwarder for the full amount of the account, less commission, unless the Forwarder ratifies the settlement or compromise. W. It shall be assumed that all accounts forwarded by any Member of this Association and, all related activity to any other Member of this Association, is pursuant to this Code of Conduct. X. Any healthcare account forwarded for collection must be serviced according to a business associate agreement between the Forwarder and Forwardee. Rule VI: Enforcement Actions Any Member may be admonished, suspended or expelled for cause due to conduct, acts or omissions contrary to the Code. Such conduct, acts or omissions can result in review and investigation by the Association's Ethics Committee in accordance with the Ethics Committee Review Rules. Final actions of the Ethics Committee regarding the suspension or expulsion of a Member may become a matter of public record. Rule VII: Amendments The foregoing may be amended or altered in whole or in part by a majority vote of the Ethics Committee. Any such amendments are then subject to final approval by the Board of Directors. Notification of approved changes shall be sent promptly to the Association Membership using the most appropriate communications medium(s). Rule Vill: Merger The Association's prior "Code of Ethics" (last amended November 23, 2010) and "Code of Operations" (last amended November 23, 2010) are hereby now merged into a single consolidated code of conduct governing members, and are now re -titled "Code of Conduct". Rule IX: Effective Date This Code of Conduct shall be effective and govern member conduct as of this 18th day of March, 2014. ACA International Code of Conduct. 0 2014 ACA International. All Rights Reserved. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT O: SOC SUMMARY REPORT Report on RTR Financial Service's Description of Its Collection Management System and on the Suitability of the Design of Its Controls Relevant to Security and Availability as of September 30, 2019 This report is strictly confidential. Its use is limited to RTR Financial Services, Inc., its Clients and their auditors as of September 30, 2019. It is not intended for general distribution. � I'LsV FINANCIAL SERVICES ,. Assertion of the Management of RTR Financial Services, Inc. We have prepared the accompanying description of RTR Financial Services, Inc.'s ("RTR") Collection Management System titled RTR's Description of Its Collection Management System (description) as of September 30, 2019 based on the criteria for a description of a service organization's system set forth in DC Section 200, 2018 Description Criteria for a Description of a Service Organization's System in a SOC 2° Report (AICPA, Description Criteria), (description criteria). The description is intended to provide report users with information about the Collection Management System that may be useful when assessing the risks arising from interactions with RTR's system, particularly information about system controls that RTR has designed, implemented, and operated to provide reasonable assurance that its service commitments and system requirements were achieved based on the trust services criteria relevant to Security and Availability (applicable trust services criteria) set forth in TSP 100, 2017 Trust Services Criteria for Security, Availability, Processing Integrity, Confidentiality, and Privacy (AICPA, Trust Services Criteria). RTR uses a subservice organization to provide IT managed services. The description indicates that complementary subservice organization controls that are suitably designed and operating effectively are necessary, along with controls at RTR, to achieve RTR's service commitments and system requirements based on the applicable trust services criteria. The description presents RTR's controls, the applicable trust services criteria, and the types of complementary subservice organization controls assumed in the design of RTR's controls. The description does not disclose the actual controls at the subservice organization. The description indicates that complementary user entity controls that are suitably designed and operating effectively are necessary, along with controls at RTR, to achieve RTR's service commitments and system requirements based on the applicable trust services criteria. The description presents the service organization's controls, the applicable trust services criteria, and the subservice and complementary user entity controls assumed in the design of the service organization's controls. We confirm, to the best of our knowledge and belief, that The description presents RTR's Collection Management System that was designed and implemented as of September 30, 2019 in accordance with the description criteria. The controls stated in the description were suitably designed as of September 30, 2019 to provide reasonable assurance that RTR's service commitments and system requirements would be achieved based on the applicable trust services criteria, if its controls operated effectively as of that date, and if the subservice organization and user entities applied the complementary controls assumed in the design of RTR's controls at that date. COLLIER COUNTY, FLORIDA REQUEST FOR PROPOSAL FOR COLLECTION AGENCY SERVICES RFP No. 20-7814 DUE: TUESDAY, NOVEMBER 3, 2020 BY 11:00 A.M. ET EXHIBIT P: COVID-19 POLICY FINANCIAL 11MRSERVICES.INC. COVID-19: Employee Screening Questions and Guidelines This guidance is intended for screening of employee prior to the start of the workday. It is not intended for people confirmed or suspected COVID-19, including persons under investigation. Individuals with confirmed or suspected COVID-19 should follow the guidance found here. I certified I do not have the below symptom upon walking into R.T.R: ❑ Fever • Employees who have symptoms of acute respiratory illness are recommended to notify their supervisor and stay home until they are free of fever (100.4° F [38.0° C] or greater using an oral thermometer), have signs of a fever, and any other symptoms for at least 24 hours, without the use of fever -reducing or other symptom -altering medicines (e.g. cough suppressants). ❑ Shortness of breath (not severe) ❑ Cough ❑ Chills ❑ Repeated shaking with chills ❑ Muscle pain ❑ Headache ❑ Sore throat ❑ New loss of taste or smell Are you ill, or caring for someone who is ill? • Employees who are well but who have a sick family member at home with COVID-19 should notify their supervisor. • If an employee is confirmed to have COVID-19, employers should inform fellow employees of their possible exposure to COVID-19 in the workplace but maintain confidentiality as required by the Americans with Disabilities Act (ADA). In the two weeks before you felt sick, did you: ❑ Have contact with someone diagnosed with COVID-19? ❑ Live in or visit a place where COVID-19 is spreading? If you have one or more symptom(s) that may be related to COVID-19 stay home and take care of yourself. ONFINANCIAL SERVICES, INC. WAYS TO MANAGE HEALTH AT HOME Stay home from work and away from other public places. If you must go out, avoid using any kind of public transportation, ridesharing, or taxis. Monitor your symptoms. If your symptoms get worse, call your healthcare provider immediately. For medical emergencies, call 911 and notify the dispatch personnel that you have or may have COVID-19. • Remember to get rest and stay hydrated, cover your cough and sneezes, wash your handsoften with soap and water for at least 20 seconds or clean your hands with an alcohol -based hand sanitizer that contains at least 60% alcohol. If you have a medical appointment, call the healthcare provider ahead of time and tell them that you have or may have COVID-19. • As much as possible, stay in a specific room, away from other people in your home and use a separate bathroom, if available. If you need to be around other people, wear a facemask if you are symptomatic. Avoid sharing personal items with others like dishes, towels, and bedding. • Clean all surfaces that are touched often, like counters, tabletops, and doorknobs. Use household cleaning sprays or wipes according to the label instructions. Self -checker link: https://www.cdc.gov/coronavirus/2019-ncov/symptoms-testing/testing.html Guidance on Preparing Workplaces for COVID-19: htt s: www.osha.gov/Publications/OSHA3990.pdf RTR: Ready to Return We hope that everyone is doing well. We are looking forward to seeing all of you again soon. At RTR, our staff and their families' safety have always been our top priority. This will not change. Since we first opened our doors more than twenty years ago, RTR has stood for great service for our clients and a great place to work for our associates. As we plan to return to more normal operations, RTR stands for one more thing: Ready to Return. We are putting together some new office policies and new procedure plans for the office. These new policies and procedures are in place for everyone's safety, please be patient with us as we do our best to implement them. Over the past several weeks, we have developed a plan to return to our offices with two main goals in mind. 1. To maintain a healthy work environment. 2. To maintain healthy business operations. Accordingly, we have secured and will be providing masks and gloves to all employees. We will share with you some videos and written guidance to best understand how to properly remove gloves and to use face masks. Moreover, hand sanitizer will be placed in multiple locations to encourage hand hygiene. In addition, we will share with you other instructional tools to do such things as washing your hands and cleaning high touch surfaces. We must continue to do our part to follow generally accepted guidelines to keep our associates and their families safe. Cleaning and Disinfecting Frequently touched surfaces are reservoirs of viral pathogens. By reducing the frequency of physical contact with items in our office that are also touched by others, individuals can reduce their exposure to communicable diseases. We have developed and will implement a vigorous and continuous cleaning and disinfecting plan to protect all of us. We have ordered new state of the art cleaning machines that use electrostatic technology. This technology is used to clean hospitals and airplanes, for example. These machines will be used to clean the entire office on a continual basis. To add even more layers of protection, we have secured disinfectant liquids and wipes to clean high touch surfaces such as: Computers Telephones Doorknobs Handrails Desktops etc. Once we return, we will request that our associates refrain from using other workers' phones, desks, offices, or other work tools and equipment, when possible. We will keep almost all doors in an open position and limit need to touch door handles. In conference rooms, we encourage using your own pens and equipment. The goal here is to minimize touching shared surfaces such as whiteboard pens, erasers, and telephones. As you know, associates had to enter a code on a keypad to enter the restrooms. Upon our return, there will no longer be a keypad. To limit touching, an FOB will provide entry. Control Access: Entering the Office Everyone who enters MUST have his or her temperature taken. Everyone who enters our office MUST wear a face mask. There will be hand sanitizer on both inside and outside of the entry door. When entering the office, please stay on the right side of the corridor. When leaving the office, please stay on the left side of the corridor. To minimize those who are not associates from entering our office, all deliveries will be controlled more vigorously; whether they be food deliveries, mail deliveries or supplies. Social Distancing By now, we have all heard the expression "social distancing." This term encourages a 6 foot distance between one person and another. Its purpose is to limit transmission of COVID-19. We will be adopting the same principle when we return. We will have associates separated by 6 feet or more while working. The clearest way possible to avoid potential transmission is to avoid close interaction. This also means that associates should stay at their desks as much as possible. We will limit the number of individuals at the office to ensure compliance with space use and density monitoring. To limit interaction while circulating (walking) around the office, we will designate and signpost the direction of foot -traffic in main circulation paths: corridors, stairs and entries. We will use alternate desks as much as possible. In meeting rooms, conference rooms and shared spaces, we will reduce capacity of spaces by removing some chairs to meet density requirements. In addition, there will be thorough cleaning protocols for shared spaces. Workplace Hygiene Please find some general "rules of the road" as it relates to personal hygiene and limiting transmission. Maintaining a clean workplace will assist in minimizing risk to all of us. 1. Cover coughs and sneezes 2. Turn away from others when coughing or sneezing 3. Wash hands often 4. Used hand sanitizer when appropriate S. Disposable wipes will be available to wipe common touch points 6. Please do not borrow other people's phones, desks, offices or equipment. Team Effort and Communication This a team effort. The more we work together as a team, the better off we all will be. In addition, we appreciate any feedback and suggestions anyone may have. If we think it will reasonably improve conditions for our associates, we will do our best to implement them. As more information and guidance comes out, we will strive to make RTR as effective as ever. 2020 began as the best year in RTR's history in large part, because we are a great team. Make no mistake, COVID-19 has had a tremendous negative effect on our entire economy, not to mention our extremely valuable clients. We have all been affected. But, please know that we are extremely optimistic for our future. As the old expression says, "Whatever doesn't kill you, makes you stronger." As we return and reopen and continue on this journey together, RTR will come back stronger than ever. Let's respect each other, be patient with each other, and grow with each other.