Overview

Using innovative solutions to address diverse requirements and challenges, Secured Resolutions has developed an intuitive and responsive way for companies to get paid for their products and services. Headquartered in Buffalo, NY and founded by healthcare executive and entrepreneur, Lisa True, Secured Resolutions is designed to help clients achieve maximum efficiency and profitability while maintaining a positive and productive relationship with their clients.

Vision Statement

Secured Resolutions will be the leading partner in revenue protection products and services. We will continue to develop comprehensive, innovative, cost-effective solutions to improve the financial well being of our clients while applying the highest level of ethics.

Mission Statement

We are a Center of Excellence specializing in revenue protection products and services with a strong emphasis on exceptional service. We partner with our clients to maximize their revenue protection while never sacrificing the relationship between our client and theirs.

Core Values

  • Integrity - to act honestly, never compromising the truth.
  • Respect - to treat our team members, customers, debtors, and partners with mutual respect and sensitivity, recognizing the importance of diversity. We respect all individuals and value their contributions.
  • Accountability - to accept responsibility for our actions.
  • Communication - to openly share opinions and views.
  • Continuous Improvement - to always ask ourselves, “How can I do it better?”
  • Teamwork - to support each other’s efforts, be loyal to one another and care for each other both personally and professionally.
  • Innovation - to innovate in everything, from products to processes.
  • Service Passion - to be passionate about service never resting until our customer is 100% satisfied.
  • Entrepreneurial Spirit - to create a culture where entrepreneurship and prudent risk taking are encouraged and rewarded.

We Promise

To provide our clients with a customized revenue protection solution that:

  • Reduces the number of delinquent accounts
  • Decreases the age of open receivables
  • Increases cash flow
  • Maintains customer satisfaction and loyalty
  • Decreases billing staff workload and increases efficiencies
  • Lowers overall cost of revenue recovery

Our Approach

Secured Resolutions has a unique method of handling past due receivables. We create a customized strategy to fit your company’s philosophy, culture, and financial demands. We have two main goals once an account is overdue:

  • Collect the funds as soon as possible.
  • Maintain a positive image of your company in your customer’s mind to ensure they choose to return to you.

With customer retention being far more cost effective than acquisition, Secured Resolutions addresses the accounts receivable problem while reinforcing the relationship, not destroying it. We believe it’s far less expensive to retain a current customer rather than recruit new business. We also believe for every one customer you alienate they in turn tell a handful of others about their bad experience with your company. We work hard to handle every interaction with dignity and respect solidifying a long-term repeat customer base.

Our approach produces better results for our clients as we consistently achieve higher than industry standard recovery rates.

Leadership

Roxanne S. Baker

President & CEO

Roxanne Baker’s career successes have been a direct result of her drive, determination, and dedication. Roxanne brings with her over twenty (20) plus years of growing companies through strategic planning and implementation. In that 20 years, Roxanne has worked hard to move up the ranks from collector at Pioneer Credit Recovery (PCR), to her previous position as President of Coast Professional, Inc.

Roxanne’s history has shown over and over again that Roxanne can take a small agency with a handful of staff members and quickly turn them into large agencies with several hundred employees. Roxanne believes in a hands-on approach and has a history of managing all departments within an agency to include operations, human resources, compliance, information technology, sales, and accounting. Roxanne has been and continues to be responsible for the day to day management of all agency departments.

Roxanne’s resume boasts leading teams on numerous competitive collection contracts including the US Department of Education contract. Under her leadership she led her team to consistent first place finishes, outperforming all other contractors on the contract, and setting records along the way. In addition, she has experience with medical, credit card collections, state and government collections, and multiple student loan contracts. Creating agencies that consistently exceed goals and surpass client expectations is a standard Roxanne holds herself to with pride.

Roxanne believes in collection practices that embrace and support compliance while still securing the highest return for the agency clients. Roxanne has held a Credit and Collection Compliance Officer (CCCO) certification through ACA International and attends numerous trainings through ACA, Inside ARM, and other industry experts to keep up on the latest information throughout the industry. Roxanne’s vast knowledge of the contracts and industry have allowed her to be an exceptional leader in providing information to not only her staff but also to other industry leaders.

In 2016, Roxanne was named a winner of a Silver Stevie Award in the “Female Executive of the Year”, and one of the “25 Most Influential Women in Collections”. Roxanne holds a Bachelor’s degree from Houghton College.

View Laura M. Hirsch's profile on LinkedIn

Laura M. Hirsch

Chief Financial Officer

Laura Hirsch is a visionary and innovative senior executive who has more than 30 years of experience in self-funding business strategy, private labeled BPO services, mergers & acquisitions, operational excellence and business development. With healthcare costs continuing to increase, Laura is very passionate about trend management and the pursuit of a solution to the healthcare crisis. She is always striving to help her clients develop cost management strategies that allow them to continue offering high quality plans that are affordable. She is dedicated to her clients and delivers an exceptional experience for all stake holders.

Laura’s experience includes leading a third party administrator (TPA) as president of Nova Healthcare Administrators. Under Hirsch’s leadership, Nova evolved from a traditional TPA to an innovative health care solutions company. Laura and her leadership team applied trend management strategies through an aligned cross functional service model that delivered exceptional results. Nova’s revenue increased by more than 7 times in 9 years under Laura’s leadership.

Prior to joining Nova, Laura spent time as a broker/benefit consultant at Manning & Napier Benefits introducing clients to the concept of self-funding. She also spent more than 20 years at Meritain Health, where she provided leadership in a variety of areas including business development, self-funded operations and technology. She was also responsible for the management of a business process outsourcing (BPO) unit, which included administration for HMO clients as large as 200,000 lives.

As an industry leader, Laura is a sought-after presenter at various conferences. Most recently, she was selected to speak at the Self Insurance Institute of America (SIIA) conference, Columbus Association of Health Underwriters (CAHU) and the Health Rosetta Summit to discuss the a TPAs role with direct primary care (DPC).

View Laura M. Hirsch's profile on LinkedIn

Lisa M. True

Chief Information Officer

Visionary and goal-oriented Senior Executive with demonstrated experience in planning, developing, and implementing cutting edge solutions to address business opportunities. Lisa ensures Secured Resolutions maintains a unique level of high-quality, personalized service, while meeting and exceeding the expectations of a diverse client base.

Prior to founding Secured Resolutions, Lisa formed True Consulting Solutions, building on more than 20 years of experience in business strategy, mergers & acquisitions, operational excellence and information technology. Lisa's experience includes over a decade in Fortune 500 and Fortune 21 employers. Lisa has also held key positions at Meritain Health, Fiserv, Fiserv Health and UnitedHealth. Throughout Lisa’s career she formed key relationships with the clients she served; always putting them first.

Lisa holds a Masters of Business Administration and a Bachelor of Science degree in Computer Information Systems.

View Lisa M. True's profile on LinkedIn

Accreditations, Certifications & Affiliations

ACA International, the Association of Credit and Collection Professionals, is the comprehensive, knowledge-based resource for success in the credit and collection industry. Founded in 1939, ACA brings together 5,000 members worldwide, including third-party collection agencies, asset buyers, attorneys, creditors, and vendor affiliates. The association establishes ethical standards; produces a wide variety of products, services, and publications; and articulates the value of the credit and collection industry to businesses, policymakers, and consumers.

Secured Resolutions LLC BBB Business Review

We are proud to be a member of the Better Business Bureau (BBB) with an A+ rating. BBB's Accreditation is an honor and we protect it in our actions every day. Businesses meeting the BBB's high trust standards are invited to join BBB. Like Secured Resolutions the BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics, and intent. Performance speaks to our track record of delivering results in accordance with BBB's standards and/or addressing customer concerns in a timely, satisfactory manner.

WBENC Certification validates that the business is 51 percent owned, controlled, operated, and managed by a woman or women. To achieve WBENC Certification, women owned businesses complete a formal documentation and site visit process which is administered by one of WBENC's 14 Regional Partner Organizations. WBENC Certification gives women owned businesses the ability to compete for real-time business opportunities provided by WBENC Corporate Members and government agencies.

Our Footprint

  -  Our Locations
  -  Clients*

Note: The pins represent where Secured’s clients are located not necessarily where we are licensed and/or bonded. Contact us for a complete listing of regions we are legally able to collect in.

*One pin per state

Mergers & Acquisitions

If you are looking to sell, exit or retire from the industry, Secured Resolutions can help. We are interested in organizations that align with our vision and share our ethics and values.

We understand the years of sweat equity that you devoted to growing your business. Your business not only represents financial value to you but an emotional tie that is hard to relinquish. You care about your clients, you care about your brand, you care about your employees and last but certainly not least you care about the reputation and legacy that you’ll leave behind.

We have completed 3 successful acquisitions in the last two years and have retained 99% of the clients we acquired. Each deal was customized to meet the needs of the seller and we worked together to ensure a smooth transition.

If you’re looking to discuss the sale of your business, contact Lisa M. True, owner at 715.574.8894 or via email at ltrue@securedresolutions.com to arrange a confidential discussion.