Our Command Center Is Fully Staffed and Staying Busy

Last year, we opened our new Command Center in Rocky Mount, North Carolina, and our concierge team of patient support specialists has been busier than ever. The Command Center was designed to foster a culture of innovation focused on improving the service we provide to your patients.

In 2023, we saw a significant reduction in wait times – down by more than 75% — even as we took more calls and handled more patient communications than we have in the past.

• We received over 1 million calls from patients, plus we handled up to 500 patient emails per day.
• Our wait times are approximately one minute for patients and with our “hold place in line” feature, patients can request a call back instead of waiting on hold, which significantly reduces abandoned calls.
• 330,000 patient surveys were completed in 2023 – and we maintained 97% patient satisfaction.
• We helped nearly 40,000 patients via chat through our patient portal.
• To assist patients and help you collect more patient revenue, Millennia’s team made 9 million outbound calls and sent over 5,000 text messages.

Our concierge team of patient support specialists demonstrates our commitment to you and your patients.

By making it easier for patients to pay their bills and taking the administrative burden off your staff, the Millennia Patient Payment Solution allows you to focus on what matters most – providing high quality clinical care.

QR Code Adoption Continues to Rise

What’s so special about Millennia’s dynamic QR code? Unlike QR codes that simply link to a web page, or in the case of healthcare, a portal login page, the Millennia dynamic QR code takes a patient directly to their bill, with real-time balance information. They can see and pay their balance right there – no need to log in with a username and password.

We have seen use of these dynamic QR codes rise steadily since they were introduced:

• 17% increase in patient collections
• 60% of payments collected in the first 30 days
• Greatest adoption of QR codes is among patients over 55

QR codes are quickly becoming one of the top payment methods we see across our clients!

Insurance Updater Reduces Denial Risk

Using our real-time analytics, we found that 10-15% of the calls to our concierge team were related to the wrong insurance being billed. The result – frustrated patients and providers at risk of missing timely filing deadlines. The solution – Millennia’s Insurance Updater.

With Millennia’s real-time insurance updater, we can quickly capture the correct insurance, verify that it was eligible at the time of treatment, and provide the correct insurance information to providers so you can rebill the right payer.

• Since introducing the updater, nearly 13,000 insurance updates have been submitted, and over 15,000 rebills have been completed after the updates are received. And those numbers continue to grow.

In addition to updating the insurance information for a particular bill or visit, Millennia loads the corrected insurance information, including the photo images of the insurance card submitted by the patient, to your health information system.

Easy process for the patient. Accurate information for you.

Employee Spotlight: Liz Spradlin, Supervisor of Training

Training is critical to our ability to provide your patients with the highest levels of service and Millennia is lucky enough to have a training leader like Liz Spradlin.

Liz Spradlin joined our training team in mid-2023 as our Supervisor of Training. Since joining, Liz has consistently demonstrated remarkable attention to detail, outstanding organizational skills, and infinite patience when it comes to training our new colleagues.

Liz’s dedication and commitment to ensuring the success of our team members have not gone unnoticed. Her meticulous approach to training has significantly contributed to the seamless onboarding and development of our employees. She goes above and beyond to provide comprehensive guidance and support, ensuring that every individual she trains receives the knowledge and skills they need to excel in their roles.

Liz’s ability to break down complex concepts into easily understandable components is truly impressive. She creates an environment where learning is enjoyable and stress-free, fostering a positive atmosphere that encourages growth and confidence among trainees. Her passion for teaching shines through in every interaction, and her ability to adapt her training methods to suit different learning styles is commendable.

Moreover, Liz’s unwavering patience is invaluable. She understands that everyone learns at their own pace and is always willing to take the time to address questions or concerns. She approaches challenges with empathy and kindness, making the learning process a comfortable and empowering experience for everyone involved.

The impact Liz has made on our team cannot be overstated. Through her exceptional training abilities, she has played a pivotal role in shaping the success of our new colleagues. Her dedication to their growth and development has not only improved their performance but has also fostered a strong sense of unity and camaraderie within our organization.

Liz’s commitment to excellence, attention to detail, organizational skills, and patience make her a true asset to our team. We are immensely grateful for her hard work, and we are honored to recognize her in this month’s employee spotlight!