President, Marc Carter, is the person in charge of the overall relationship between clients and CBC. He is your voice representing your interests within CBC. A 30-year member of the Tennessee Healthcare Financial Management Association, Marc recently served as President of TNHFMA from 2011-2012, where he represented the Chapter’s values of Service, Excellence, Creativity, Respect for the Individual, and Financial Responsibility, all hallmarks of CBC and our distinguished clientele. As a collection agency provider, CBC was greatly honored by Marc’s election to represent the Volunteer State nationwide on matters involving revenue cycle and financial management of the healthcare industry.
Chief Operating Officer
Managing partner, Joey Nichols, is responsible for daily operation of the collection floor and directing the effectiveness of CBC’s staff in their performance on behalf of our clients. As the company’s chief operating officer, Nichols oversees everything from hiring decisions, to compliance with federal, state, client and company requirements, to responsibility for overall client satisfaction. He is a second-generation collection agency owner originally from Morristown, TN. Having grown up in an agency, Joey has seen many changes in the industry, which has helped him realize that successfully collecting money always comes down to one simple truth: “doing the right thing” for clients and their patients.
Penny Bays has been part of CBC’s success for more than 20 years. Born and raised in Kingsport, TN, Penny started her CBC career in data entry. She quickly moved up through the company ranks to become its General Manager, responsible for day-to-day operations, where she is respected by her staff and our clients for her knowledge and guidance on company procedures and performance. Prior to CBC, she was employed with a law firm, giving her a solid grounding in the importance of procedure and best practices. Penny is an active member of the Kingsport Medical Group Management Association (KMGMA) and the Johnson Client Medical Group Management Association (JCMGMA) in Kingsport and Johnson City, TN., where she keeps her finger on the pulse of the business needs of healthcare providers, in general, and physicians groups, in particular.
Mike Phillips is CBC’s in-house expert on everything dealing with Patient Financial Services. A results-oriented professional with 35 years of direct healthcare financial management experience, most recently as PFS Manager/Director for Wellmont Healthcare System, a multi-facility in Kingsport, TN, and The Regional Medical Center (The Med), an acute care, level-one trauma center in Memphis, TN. Since joining CBC in 2013, he advises CBC on the needs and requirements of our healthcare clients. Mike is responsible for developing new and maintaining existing CBC relationships. His extensive PFS business office experience and background managing third-party collection agencies provides CBC with a unique resource to ensure we do everything we can to help our healthcare clients achieve their critically important goals and objectives. Mike is a certified EPIC trainer, giving CBC substantial depth to assist clients that use EPIC software.
Healthcare Collection Manager
Employed with CBC since 2000, Wanda Chapman oversees the collectors and collection efforts where she brings 17 years of experience to an integral part of our collection operation and is the daily point of contact for operational matters related to all clients’ contracts. Wanda is responsible for collection performance and oversees collection procedures, staffing plans, compliance activities and, working closely with ownership and other senior managers, directs strategy development for our healthcare accounts.
Employed with CBC since 2008, Angel Tucker leads our Legal Departments where she brings 9 years of experience to an integral part of our collection operation. Wanda manages our internal legal department collectors and administrative support team. She works with our team of attorneys and our clients. She coordinates suit authorization, the efforts of our attorney network, and works with the courts to ensure compliance with court procedures. Wanda oversees all legal and pre-legal functions including suit authorization, bankruptcy and estate claims processing, and wage garnishment proceedings. As a senior manager, she plays an important role assisting the General Manager in training and office management.