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Happy New Year! I hope 2024 is off to a great start for everyone. I started the year off with a Millennia Employee Town Hall where I had the opportunity to celebrate our 2023 accomplishments and set forth the goals for an even better 2024. One thing is certain – Everyone at Millennia will continue to focus on perfecting patient payments so that we can help you improve your financial performance and delight your patients.
Some 2023 highlights include:
There’s more to come in 2024. Read on to find out how our 2023 innovations are transforming the patient payment experience and what we are working on to continue to help you exceed your financial goals and delight your patients.
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.
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.
As financial responsibilities continue to shift more towards patients, it is critical that we provide patients options to pay their bills that are more like other consumer buying experiences. In addition to our current payment options – mobile pay, e-statement pay, photo-capture bill pay, text-to-pay, chat pay, dynamic QR code pay, portal pay and traditional lockbox payments – we are adding features and enhancing processes to allow patients to easily pay using their preferred method.
Please join me and the entire Millennia executive leadership team in welcoming Chris Callahan, Millennia’s Senior Vice President, Product Management. Chris brings more than 20 years of experience in healthcare IT, with a specific focus on clinical and precision medicine systems. Throughout his career, Chris has grown successful businesses and had a variety of roles and responsibilities from product management to sales and marketing to service delivery and operations.
Chris recently joined Millennia as the Strategic Account Executive, a new role in our organization, and one that will bridge the gap between sales, operations, and client support. His role has expanded to include leading Product Management, where he will collaborate closely with cross-functional teams, including engineering, data/implementation, sales, marketing, and operations, to develop and deliver industry-leading patient payment solutions. Chris will focus on:
Chris is going to start working with approximately 30 clients while partnering with our Client Support and Product Management teams to learn more about all our clients so together, we can deliver the highest level of service and support to all of you.
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:
QR codes are quickly becoming one of the top payment methods we see across our clients!
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.
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.
Don’t forget … you have access to real-time analytics. Our analytics provide data that lets you see how we are performing and learn more about how your patients are interacting with Millennia.
Access your analytics at https://analytics.millenniapay.com/ and log in with your work email and password. Then click Submit.
Need help logging in or want training on using our analytics? Contact your Client Support Manager or email us at clientsupport@millenniapay.com.
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!
While our office is closed on the following holidays, our technology is always open. Your patients will still be able to use our mobile pay, e-statement pay, photo-capture bill pay, text-to-pay, dynamic QR code pay, and portal pay. Millennia’s online portal is available 24/7 allowing patients to check their accounts and send us messages even when our offices are closed.
