Memo from Kim Miller Lundquist
(Director of Operations and Technology)
Dear Valued Partners,
First and foremost, thank you for your continued patience and partnership as we navigate our transition to our new system. We understand firsthand how system upgrades and conversions can impact workflows, as we’ve experienced similar delays alongside many of our clients.
As many of you know, our go-live on March 4, 2026, has presented more challenges than anticipated. While we expected some bumps in the road, it is fair to say we found a few extra potholes along the way. The good news is that every team across NBF has been working diligently, often including evenings and weekends, to identify, address, and resolve issues as quickly and accurately as possible.
Progress is being made every day, and while the timeline has been longer than any of us would have preferred, we remain committed to getting everything fully operational and functioning at the level you expect and deserve.
Some Good News (update)…
1st Party / ARC / EO / Self-Pay Assignment & Placement Files
The pause on these assignment and placement files has been lifted, and processing has resumed.
Please keep in mind that the backlog of files is extensive, and our teams are working through it as quickly as possible while maintaining accuracy and compliance. We appreciate your continued patience as we work toward becoming fully current.
Updates on Pending Items…
3rd Party / NBF / Bad Debt / Collection Assignment & Placement Files
These files remain on pause at this time.
Because the regulatory and compliance requirements for these placements are significantly more extensive, we are taking the necessary time to ensure everything is functioning correctly before processing resumes. Our goal is simple: to get it right the first time.
Custom Electronic Reports
For clients utilizing custom electronic reports, including payment and cancellation reporting, our teams are actively correcting issues related to data population.
These reports were successfully configured and tested prior to go-live; however, the production environment has not been returning the expected data. Resolution of this issue remains a high priority, and we are optimistic that many of these corrections will be completed by the time you receive this update.
Secure Client Portal
Development of our new secure client portal continues to move forward.
While this remains an important initiative and a top priority, our immediate focus has been on restoring and stabilizing core operational functions. In the meantime, our existing secure client portal (CAW) remains available and will continue to be used for secure messaging and secure file uploads.
We understand the impact these delays have had on your operations, and we sincerely appreciate the patience, understanding, and support you have shown throughout this process.
Please know that this effort extends across the entire organization. Teams throughout NBF are working together every day to move us closer to full operational functionality. We are making progress, and while we may not be moving as quickly as we’d like, we are moving in the right direction.
As I often say, technology keeps us humble. If anyone discovers where the “easy” button is hidden, please let us know… we have been looking for it since March 4th.
Thank you again for your continued partnership and trust.
Yours truly,
Kim Miller Lundquist
Director of Operations & Technology
© 2026 The NBF Group Inc.