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Strong collaboration results in improved patient revenue collections and positive patient experiences

Client Northwestern Medical Center Picture 1 Updated

Northwestern Medical Center (NMC) in St. Albans, Vermont, is a vibrant community hospital that prides itself on bringing a broad range of expertise, award-winning care, and high-tech medical equipment to the community in a family-like atmosphere.

NMC has outsourced its patient billing and collections to Millennia for more than 11 years, and over that time has come to appreciate the value of a collaborative, transparent relationship. “We think of Millennia not as a vendor, but as an extension of our business office,” says Megan Smith, NMC’s Director of Revenue Cycle and Privacy Officer. “We trust the Millennia team to move our business forward by coming to the table with solutions to our challenges and addressing issues with transparency and professionalism.”

Keys to Success for NMC and Millennia

  • A strong relationship is the foundation. Millennia’s team is invested in NMC’s success and understands that NMC is truly caring for their family and friends. Acting as an extension of NMC, and not simply a contracted vendor, has led to better financial results and a positive patient experience.
  • Technology and solutions address NMC’s specific challenges. “Millennia has gone above and beyond in terms of technology,” notes Ms. Smith. “We have gone through several EMR upgrades and additions and each time, Millennia has come up with solutions to deal with issues that inevitably pop up during these system changes.”
  • Analytics and benchmarking provide visibility into overall performance. “Millennia’s data and analytics not only give us visibility into how they are performing for us, but also provides us with benchmarking data so we know how our revenue cycle is performing compared to other similar facilities.”

“We trust the Millennia team to move our business forward by coming to the table with solutions to our challenges and addressing issues with transparency and professionalism.”

Key Outcomes

  • 43% to 50% patient revenue collection rate vs. hospital benchmark of 15-20%
  • 50% of patient revenue collected in first 30 days
  • 82% of patient revenue collected digitally
  • 98% patient satisfaction
  • 255K patient interactions annually