Since its inception in 1967, Action Collection Agency of Boston has been widely recognized for its specialization in healthcare, as well as collection expertise in other industries including utilities, education, retail, commercial and purchased debt.  

Prior to its acquisition by Jay Gonsalves In 1991, ACA had multiple regional offices. Over the years, with effective planning, key strategic acquisitions and strong leadership, Jay has steadily grown the rechristened Action Collection Agencies, Inc. and eventually consolidated its operations to its Middleboro, Massachusetts headquarters with more than 50 dedicated professionals who work diligently on behalf of its clients.
 

Key Management

Jay E. Gonsalves, President and Owner

Following an eleven-year career in the hospital industry, Jay was a senior executive at Osborne Associates, Inc., one of the then largest healthcare collection agencies in Boston for eight years and holds a Master of Science degree in Healthcare Administration.  He is a past president and board member of ACA International, Inc. and holds its International Fellowship of Credit and Collection Executives (IFCCE), International Scholar and Master Credit Executive (MCE) designations.  Jay is also an ACA International Certified Instructor and conducts online teleseminars and face-to-face training programs for agency owners, managers and staffs throughout the country, including our own.   He currently chairs its Federal Affairs Committee and is actively engaged in national regulatory and legislative activity.  Jay is an internationally recognized speaker on the accounts receivable management industry, and has addressed Massachusetts HFMA, AAHAM and MAPAM on multiple occasions.  He is also a past president of the regional New England Collectors Association and is the current chairman of its legislative committee.

Candice E. O’Brien, Executive Vice President and Chief Operations Officer
With over 20 years of industry experience, Candice began as a third-party debt collector and worked her way up to Chief Operating Officer, and then Chief Customer Officer, for Global BPO and Receivable Management (ARM) Companies. She holds a Master of Business Administration (MBA) degree and was a lead faculty member for four years teaching a variety of courses. Candice became a Certified Receivables Compliance Professional (CRCP) through DBA International. She has also been a Director and Membership Chair for the New England Collectors Association (NECA, a Division of ACA International) and held several positions on Industry Advisory Councils for credit reporting, omni-channel, and call center software solution companies. Her ARM experience includes healthcare, utilities, telecommunications, government, education and commercial. She is a recognized professional speaking at American Association οf Healthcare Administrative Management (AAHAM), Telecommunications Risk Management Association (TRMA and TRMA Canada), PacWest SFS (Student Financial Services) and Experian Collections Executive Council.

Collection and Support Staff Members
In addition to the key senior management staff referenced above, we have numerous middle management and staff who are former financial counselors, medical billers, collectors and coders who have come to us directly from healthcare providers and other healthcare financial organizations, as well as college medical administration programs and training centers, such as The Salter School.
We are one of the few agencies who have earned the Blueprint Quality Management System ® certification from ACA International.