St. Clair Hospital - Millennia Case Study

One of Pennsylvania’s leading healthcare providers, St. Clair Hospital, is a highly honored, independent medical center that provides advanced, high quality healthcare to the residents of the South Hills region. With their vision being “A Healthy Community”, St. Clair provides care to more than 480,000 residents of southwestern Pennsylvania. Identifying and addressing unmet needs has been part of the St. Clair mission from day one and remains so today. Providing
virtually every healthcare service that residents may need throughout their lives, the Hospital is focused on continuously enhancing its services and technologies to ensure that the community’s health needs are met.

“ With Millennia, our patient wait times decreased to near zero and our patient satisfaction increased to over 98%.”

St. Clair was concerned that the 300,000+ patients they treat annually were not receiving the level of service they deserved as it related to their billing experience. Patients were experiencing frustration with long wait times, resulting in a decrease in customer satisfaction. The Hospital’s 20+ affiliated physician clinics had been Millennia clients for years with tremendous results. Their leadership strongly suggested that the Hospital contract with Millennia as well in order to achieve the same results and create a singular patient experience across the Hospital and affiliated clinics.

In order to enhance the patient experience and maximize overall satisfaction, St. Clair Hospital was looking for a partner who offered the following:

Top of the line digital patient engagement technology including portal, Mobilepay, text-to-pay, IVR, and Patient Chat Services
Fortune 500 level analytics both internal and external
Elite inbound and outbound call centers with short wait times and low abandonment rates
Multiple payment channels meeting the needs of all demographic groups and use cases
Autoposting to their Health Information System (HIS)

“Millennia offers our patients many more ways to pay than previously possible.”

For St. Clair, Millennia’s ability to look at the total patient financial experience was especially valuable. Through their collaborative partnership with Millennia, the Hospital is able to provide a billing and payment experience that’s aligned with what their patients expect. “Millennia offers our patients many more ways to pay than previously possible”, says St. Clair’s supervisor of Patient Financial Services, “…we have seen the positive impact on payments and patient satisfaction. More options to pay makes it simpler and easier than ever before for our patients.”

With Millennia, St. Clair Hospital was able to increase their patient satisfaction, decrease wait times to under one minute, and drive increased payments through a myriad of options. Ultimately, strong patient adoption of Millennia’s platform has completely transformed the billing experience for St. Clair patients.