Millennia Strengthens Client Relations with Appointment of Missy Lane as Chief Experience Officer

Millennia Enhances Client Experience with New Leadership

Millennia has announced a significant move in its management by appointing Missy Lane as Chief Experience Officer. This strategic decision comes as part of the organization’s renewed commitment to improving client relationships and overall satisfaction. With nearly 20 years in revenue cycle management and client success, Lane brings a wealth of experience, having dedicated over 15 years to Millennia itself.

Lane has played a crucial role in shaping Millennia into a trusted partner for healthcare providers. Her intimate understanding of client needs has allowed her to forge strong partnerships, and her new role emphasizes the necessity for personal connection in healthcare services. This emphasis on client relationships reflects Millennia’s approach to healthcare providers, ensuring they feel acknowledged and supported in their endeavors.

This leadership change is not isolated; it follows closely on the heels of the appointment of a new CEO and a new VP of Service Operations. Together, these transitions signify Millennia’s dedication to placing both client and patient experiences front and center in its business strategy. Lane expressed her commitment, stating, “I aim to ensure our clients receive the same level of care and connection that they strive to give their own patients.” This mission underlines her top priority in developing lasting relationships, an aspect her clients highly value.

Moreover, Lane is working together with Natalie Barber, the new VP of Service Operations, to take actionable steps based on client feedback. Their collaborative efforts will aim at improving critical service factors, such as reducing call wait times and enhancing data analytics, which are anticipated to yield better patient satisfaction scores. Lane emphasizes the importance of direct engagement, one-on-one meetings, and personalized strategies as means to strengthen client relationships.

Scott Pattillo, the newly appointed CEO of Millennia, praised Lane's advocacy for strong client relationships. He remarked that the company’s foundational strength has always been personal connection and trusted partnership. By focusing on both client and patient needs, Millennia looks to create experiences that inherently lead to financial success. Lane’s commitment to this intertwining of experiences bodes well for Millennia’s future.

Moving forward, Millennia, supported by private equity firm Pamlico Capital, remains steadfast in its mission to provide innovative solutions for the healthcare community. Established in 2012 and headquartered in Cary, North Carolina, Millennia has expanded its services to over 1,800 healthcare facilities across 43 states. The company's aim is to streamline the patient financial experience through proactive communication and an efficient engagement platform.

Overall, Lane’s appointment represents a pivotal step in Millennia’s journey, one focused on enriching personal connections and fostering a robust support network for its clients. With her leadership, Millennia looks to not only maintain, but also amplify the trusted relationships it has built over the years. As Lane says, “Let’s build something great together.”

This shift in leadership and perspective heralds a new era for Millennia, opening doors to growth and improved service delivery in the healthcare sector.