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Millennia

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Personal and Customized Concierge

PERFECTING PATIENT PAYMENT

Personal and Customized Concierge Services

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At Millennia, we recognize the need for more personal assistance for some patients. Our concierge team serves as an extension of your own and offers your patients outstanding support to help them understand their financial obligations and make payments in their preferred method.

The Millennia Patient Payment Solution is white labeled. That means we use your organization’s branding, scripts, workflows, rules and standards throughout our platform and services. Call center technology prompts our patient support specialists with the incoming caller’s provider so that we can offer customized support using scripts developed with your team that best represent your brand and culture.

 

Millennia Concierge Offers White Glove Support to Patients

Millennia’s approach to patient communication brings a true “human touch” to patient financial engagement. Whether contacting us via phone or live chat, text or email, you and your patients can count on our team of patient support specialists.

  • US-based team: Our combined team of 150+ agents are based in the US, including our virtual agents who provide additional time zone coverage and support for our onsite agents.  
  • Multiple ways to connect with patients: Our agents work with patients directly via inbound and outbound calls, live chat, email, and text messaging. This omnichannel approach to patient engagement ensures we are communicating in the patient’s preferred method.
  • 90% success rate: Our concierge team is designed to connect with patients how and when they want to be contacted, and we have developed various communication channels that have resulted in a 90% success rate in reaching patients. 
  • Comprehensive training: Our team receives extensive training in regulatory compliance, specifically in the Fair Debt Collection Practices Act (FDCPA) and Health Insurance Portability and Accountability Act (HIPAA). New hire and ongoing training also prepares them to educate and inform patients on billing statements, insurance and explanation of benefits (EOBs), and payment options.
  • Issue Resolution: Millennia’s team of escalation and research agents diligently work with patients to resolve issues that affect a patient’s payment ability. Our agents resolve over 97% of issues that affect patient payments. Other issues are routed back to the provider through our platform.

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Millennia’s EVP of Sales & Marketing, Kevin Hidenfelter, Featured on HFMA Podcast

How Demographics Impact Payment Preferences

 

Speech AI and Technology for Better Patient Experiences

Millennia leverages sophisticated speech AI to deliver the best patient experience possible.

  • Provider-specific phone numbers with whisper technology allow our agents to provide customized client information to patients
  • “Hold spot in line” feature allows patients to request a call back, reducing call abandonment and improving the likelihood of collecting a patient payment
  • 100% of our calls are recorded, run through speech AI, and scored for quality assurance, followed by immediate feedback and remediation of any issues
  • Results from patient satisfaction surveys are reviewed and evaluated to identify areas for improvement
  • Trigger trending is used to identify potential issues across the customer base and allows us to take immediate action to identify and resolve the cause of the trigger alert

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Millennia Patient Payment Solution Is the Perfect Blend of Technology and Services

Our purpose-built solution makes the end-to-end patient financial journey smoother for your patients and more efficient for your organization:

  • Patient payment portal puts statements and payment options at patients’ fingertips
  • Payment options give patients flexibility to pay their bills how they want
  • Concierge services add a personal touch
  • Engagement intelligence leads to better performance and financial results
  • Real-time analytics provide performance metrics in clean, easy-to-access dashboards

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WE GET IT – SOMETIMES YOU NEED A CLOSER LOOK

Improve the Patient Experience and Your Financial Results

See how our personal, customized concierge services enrich the patient experience – giving patients who want a personal touch the option to speak to a live representative, specially trained to help patients find the payment option that best suits their needs. 

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