Home › October Newsletter
We hope all of you have enjoyed the summer season and looking forward to the Fall as the weather changes and calendars become even harder with activities, holidays and the like. Here at Millennia, we are excited as we look to having three more months to close out a significant amount of new enhancements, bringing on new clients to the Millennia family, and continuing to serve all of you the best we can. Never hesitate on what we can do better or communicate more.
In this issue of the newsletter, we will be sharing updates on new product updates and developments as well as where the team will be next, a colleague spotlight and some insights into the market and things we are seeing.
Patient satisfaction increases when your practice evolves to make the patient engagement journey as simple and easy as possible. Every opportunity to enhance and simplify the experience for patients will further build a lasting relationship with the patient.
One area of friction that we hear about across the digital ecosystem of solutions for healthcare is how patients are securely identified during the intake process. We all know that patients will get very frustrated if they encounter a complex identity verification wall that is preventing them from moving on in their intake journey for their appointment. They will simply abandon the process and move to the phone.
With this understanding and with a continuous goal to make digital identity verification seamless and secure, Millennia has developed an identity verification approach that enables patients to quickly move to the next step in their journey. Our approach is to always validate the identity of the user as quickly as possible and to be sure who they say they are in fact who they really are. Below you will see how simple but secure this process is by using a series of smart questions that are validated against information known only to the practice and patient.
Are you struggling with meeting the No Surprise Act requirement to provide a Good Faith Estimates to your uninsured patients? Millennia offers Good Faith Estimates to our Access clients for uninsured patients that meet the 2022 CMS GFE Requirements. Your patients can now view their GFE immediately online, text or via email.
Millennia’s QA program uses our Speech Al engine to review all calls to ensure our agents are following HIPAA verification procedures, proper introduction and closing scripts with your patients. Our tool allows us to review all calls automatically and prompt our agents for additional training and coaching based on the Speech AI QA results. We’ve expanded our Speech Al engine to alert us of potential escalations such as legal threats, BBB reporting, and the like. We are also capturing the common reasons your patients are contacting us to help drive trending and workflow changes to help drive patient satisfaction.
Recently we have had a handful of patients encounter a company called Doxo, Inc., when making their payments online, so we wanted to make our partners aware of this organization, how they may impact your patients and how to handle these situations. Doxo is not affiliated with Millennia, it is a business that uses various companies’ logos, contact information, and reputation to market its fee-based online bill payment service to consumers and patients. Patients are “tricked” into using their site at times because Doxo has purchased many search engine keywords, making their website the top search result when our patientbillhelp.com url is entered into the search bar (rather than the address bar at the top of the webpage where it should be). While the number of patients who have used Doxo on our clients’ statements is only a tiny fraction relative to how many patient accounts we service each day, we do not want there to be any at all. With that in mind, Millennia has taken the following actions at this time to mitigate the impact on any of your patients:
Millennia is not in partnership with Doxo, Inc., and while we cannot prevent a patient from using their website, we are committed to assisting our partners in any way we can to educate and inform your patients so that this does not happen to them. Please reach out to your Client Success Manager for additional information or to discuss any thoughts or concerns you have, and we will work on an action plan together.
Over the past several years, the adoption of QR codes by patients and consumers has risen rapidly into the mainstream driven by the pandemic where QR codes have moved from being considered niche to now becoming a well-known image in the eyes of consumers. It is now not uncommon to see consumers presented with QR codes at check-out systems at Walmart or check-ins at the airport as well as the ubiquitous QR code for menus at restaurants for a touch-free experience. Approximately 76 million Americans scanned a QR code in 2021, which is up 44% from 2019 according to e Marketer. The industry also expects the usage to climb to 100 million consumers by 2025.
Based on this continued rapid adoption of QR codes, Millennia is currently developing QR Codes to help simplify the patient experience in our Millennia Complete solution. As you can imagine, one of the key starting points will be with our Statements. We will be introducing QR codes on patients’ statements soon to help them get to your bill payment website quickly. Furthermore, we have plans to take the value of QR codes further by making it even simpler to get the patient securely and directly to the page on the website where they can make a payment without having to create an account or log in.
We are very excited about the realm of possibilities for bringing QR codes into our Millennia Access solution as well with the goal of helping the patients get checked in as soon as quickly as possible.
All in all, as we embrace QR codes, we will soon have critical insight into the QR code usage patterns of our patients so that we can help better inform you about the success of these important initiatives we are taking to help your patients.
The team at Millennia is very excited to celebrate our recent accomplishment of collecting our 1 billionth placement! We are grateful for the facilities and practices that have entrusted us with caring for their patients’ billing questions and concerns. We look forward to continuing to grow the relationships we have with our clients. Your dedication to patient care drives us to create the best platform possible for your practices and facilities.
Millennia is a proud sponsor of the LUGPA 2022 CME Program & Practice Administrators Workshop during the LUGPA Annual Meeting on Thursday, November 6th at the Chicago Marriott Downtown Magnificent Mile Hotel. We are excited to attend this event for the first time and connect with our partners in the Urology field.
As you will see in the data, patients will continue to desire a broad set of options for paying medical bills both online through digital channels as well as offline. QR codes on statements will further assist patients in seeing the value of payments through their preferred digital device.
Ana has been with Millennia for 9 years, starting as an Insurance Specialist, moving to an Account Manager role and progressing into her current position, Director, Client Success. In this role, Ana oversees our Client Performance Analysis department, she handles the client Rol’s that are produced and still manages her own set of clients, including process improvements, issue management and resolution. Ana loves the growth of Millennia and the challenges that come with that growth. She is a problem solver and is constantly helping with process improvements and solutions to the different needs that arise. She is also passionate about her clients and is their biggest advocate, working with them is her favorite part of the job. Ana is an amazing asset to Millennia and we are so glad she is part of the team!
