McMahon Illini Chapter Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 95% FY17 Overall High Satisfaction: 64% Favorable/Unfavorable FY17 to FY18: 31% *FY18 High Satisfaction calculated by summing the total of respondents scoring 4 stars and 5 stars on the HFMA Overall question found on page 2 of the attached report. New Chapter Member Survey and Report Format We have completely revised the chapter survey and report this year with the aim of transitioning to a more experienced based and simplified measure of member engagement. Member loyalty measured with net promoter score. Perception of chapter services measured with star ratings. Member interests reflected in top three topics selected. Barriers to attending chapter events indicated by members. Perceptions of the chapter by new members. Verbatim comments offer illustrations of member experience. All questions illustrated again from the standpoint of members from provider and payer settings (business partners excluded). Thank You! We deeply appreciate all the work that you do to provide value to our members and we strive to provide tools to assist you in this effort. Please contact chapter@hfma.org for questions regarding this report.
January 2018 Sample Size: 236 Responses Received: 38 Response Rate: 16% FY18 Net Promoter Score: 55 FY18 All Chapter Average Net Promoter Score: 50 The average American company scores far lower on NPS than our average chapter, while the highest rated companies scores range from 50 to 80. Many successful corporations have an NPS that is in the 50s or above. Superior performers such as Amazon.com had a score of 76 and Apple, Inc. had a score of 71. The median national membership experience scores at 51. Our top performing chapters (top quartile) scored over 63. FY18 Net Promoter Score Benchmarks: 10th 25th Median 29 43 51 63 72 Your FY18 Net Promoter Score is composed of: 75th Promoters Passives Detractors 61% 34% 5% 90th detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 1
Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 0 2 5 8 4 19 Percent 0% 0% 0% 0% 0% 0% 5% 13% 21% 11% 50% Overall All 5% 11% 34% 28% 61% 61% FY18 Net Promoter Score: 55 All FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars All 5 Star Your Chapter Percent 5 Stars Producing quality educational programming 0% 0% 8% 41% 51% 49% 51% Addressing the right issues and topics 0% 0% 11% 46% 43% 46% 43% Locating events where I can access them Keeping me up to date on state and regional issues 3% 3% 5% 27% 62% 50% 0% 5% 3% 30% 62% 51% 62% 62% Providing connections to others in my field 3% 3% 11% 32% 51% 49% 51% Providing easy access to information Chapter networking opportunities 0% 0% 16% 38% 46% 48% 0% 5% 3% 43% 49% 50% 46% 49% HFMA chapter overall 0% 0% 5% 35% 59% 53% 59% 2
Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list All McMahon- Illini Chapter Your Chapter Managing bundled payments 8% 6% 6% Accounting and financial reporting issues related to emerging payment models 26% 28% 28% Improving front end revenue cycle processes 23% 28% 28% Changes in Medicare reimbursement policies 25% 28% 28% Compliance in Medicare regulations 16% 8% 8% Managing and measuring the total cost of care 25% 17% 17% Improving the patient financial experience 18% 17% 17% Negotiating contracts with value based payment mechanisms 14% 6% 6% Prevention and management of denials 18% 25% 25% Operationalizing structures and processes to reflect changing payment models 23% 11% 11% Financial data analytics and business intelligence 38% 50% 50% State legislative and regulatory update 27% 36% 36% State Medicaid program 19% 25% 25% Local payors and employers response to ongoing change in healthcare 20% 17% 17% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months 53% More than 2 years ago Within the past 2 years Never Within the past year 28% Within the past 2 years 3% More than 2 years ago 8% Within the past year Within the last 6 months Never 8% 3
Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All McMahon- Illini Chapter Your Chapter Event content not relevent to my job or misses the mark 30% 20% 20% The audience present does not support meaningful networking 8% 0% 0% The locations are not accessible to me 22% 20% 20% The quality of events does not meet expectations 4% 3% 3% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 66% 66% New Member* Perceptions Sample: 9 Percent of Respondents: 24% I received a personal welcome from my HFMA chapter All McMahon- Illini Chapter Disagree 8% 0% 16% 0% 76% 100% I understand how to become more engaged with my HFMA chapter Disagree Disagree 8% 0% 24% 33% 68% 67% * Questions presented to members joining from June 1, 2015 through September 1, 2017 4
Please suggest how we can improve if you are unable to provide us with 5 star ratings. Time since last attended an educational event Zip Code first three < 6 months 609 digits Comment The same 3 or 4 hospitals send most of the representation out of a potential of 25-30 hospitals in the geography. There is very little participation outside of the same 60-75 people that come to everything. Many of the loyal long term members seldom attend. That is a problem. This limits networking and connections. < 6 months 616 The one-day conference format seems to limit the social/networking opportunities. As a vendor, I belong to HFMA for industry education (50%) and to gain contact with prospects and customers (50%), so the networking is important to me. < 6 months 616 The content of regional meetings/conferences is often focused on revenue cycle and reimbursement for the healthcare finance components. The chapter does a good job at finding lively speakers to cover the softer topics (team building, morale, leadership, etc.). However, the specific healthcare finance content is often what would get me to a local meeting...and the chapter doesn't often provide high value content for me. < 6 months 617 Rotate Decatur in the meeting locations instead of Peoria so often. The one day sessions are really great now versus the 1.5 days previously. < 6 months 618 For one-day or two-day conferences, having a fun networking opportunity built into the agenda would be really great! It's hard for people that are new or aren't familiar with others to walk up and ask to be invited to an after-hours dinner or drinks or event with other attendees. For example, IRHA had after-hours pizza dinner and bowling as part of their optional agenda. It was a great, low-pressure way to network without feeling left out! < 1 year 633 I am not a fan of promoting the vendor webinars as HFMA educational events. I believe this is a trap that HFMA leadership has fallen into as an easy way to generate more educational hours but I do not like the spam on vendor events. > 2 years 613 Educational sessions are usually at the same time of the month when I am unable to attend. > 2 years 618 I generally cannot get away to meetings...you finally had one in Champaign and I was out of town and could not attend! > 2 years 618 I have been unable to participate in most activities in recent years due to a very busy schedule. More recently, I was unable to attend the one event you held in Champaign due to a personal conflict. I appreciate the chapter's efforts, and hope I can change some of those things in the near future to increase my involvement,. 626 I am a retired hospital CFO and not active in the Chapter any longer. During my working years I found the Chapter and its programs very valuable. I also served on the Board for several years. Afraid I cannot rate current activities of the Chapter. Jerry Bartlett 5
Please describe any other topics that you would like to see our HFMA chapter address this year. Time since last attended an educational event Zip Code first three < 6 months 616 < 6 months 617 digits Comment Improving the budget process (or eliminating it with forecasting & accountability reporting); State of Healthcare Provider landscape - what's going on with Mergers & Acquisitions in the industry?; Measuring & monitoring performance - at an organizational level and a department level for improved performance (i.e. key metrics, holding managers accountable, ensuring the organization meets it's targets, etc.) How to account for value based reimbursement where you are no longer paid on volume with the traditional contractual adjustments but receive so much money per patient for their total care. How are the revenues and adjustments then recorded in comparison to how they are today? < 6 months 617 national legislative and regulatory updates < 6 months 618 Training on Upfront Collections would be great! Based on feedback I've received from our clients and/or HFMA members is that they struggle with effectively collecting money upfront from patients or verifying correct information, thus wasting a lot of time, money, and resources on mail returns, in-house collections, and sending more accounts to a collection agency. Training staff on how to create and implement a successful Upfront Collections strategy will reduce costs, increase patient satisfaction and engagement, improve employees' confidence, and even reduce the need to send as many accounts to a collection agency! I wonder if we could do a specialized Upfront Collections 2 or 4 hour training specifically for this to help our fellow members be more successful in-house by teaching them our secrets to success. < 6 months 623 Accounting and financial reporting issues related to upcoming revenue recognition changes < 1 year 616 Since I could only pick three above, I would also be interested in state Medicaid program and improving front end revenue cycle processes 6
Please elaborate on the barriers that you selected above, what would make our chapter's events so compelling that you would have to attend? Please also offer any other comments you would like to offer our chapter. Time since last attended an educational event Zip Code first three digits Comment < 6 months 609 I always attend to support the chapter < 6 months 616 I usually attend all conferences. Unfortunately, circumstances arose that caused me to miss the Fall Conference in Champaign (I was registered to attend). < 6 months 616 If the event is local then I do attend. If not, then I normally don't. Thanks < 6 months 616 I would like to see the finance content elevated to cover a wider range of healthcare finance topics. The focus is generally on revenue cycle and while that's a large area, it's not the most relevant subject matter for many healthcare finance professionals. I would like to see the topics be of high value and result in attracting attendance of professionals from across the healthcare finance realm. < 6 months 617 More accounting related sessions rather than physician education and non-healthcare related topics. < 6 months 617 I always attend unless there is a conflict with my calendar that I am unable to resolve < 6 months 618 I was out of town for the Fall Meeting. With my experiences thus far, I would suggest finding more ways to interact with others. It may feel kind of "cliquey" sometimes when people from the same organizations or boards all sit together and other people have to ask if it's okay that they join their group. Maybe fun networking exercises would be a great way to get members engaged with people outside of their organization and/or comfort zone. < 1 year 610 Scheduling conflicts Highest interest is revenue cycle related Locations are good < 1 year 616 Timing and schedule < 1 year 616 Just personal scheduling difficulties. I work a lot of hours and have a very demanding job. < 1 year 627 Have not seen specific topics covered which are relevant to my role (Treasury, A/P, Payroll, Tax) > 2 years 613 I usually have a board meeting on the dates of chapter events. If they were scheduled at other times of the moths, I would be able to attend more events. > 2 years 618 The workload in my area is so heavy that overnight trips are extremely difficult. I also realize that the area covered by the chapter is large so meetings cannot always be convenient. > 2 years 618 Well you had one in Champaign, so I "had: to attend, but had a personal conflict which prevented me. Otherwise, a casino-type environment is not of interest to me. Never 618 I now live out of area and timing of most events I am interested in are during close. 7
- Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 32 Provider/Payer percent of all Responses Received: 84% FY18 Net Promoter Score: 53 FY18 All Chapter Average Net Promoter Score: 50 FY18 Net Promoter Score Benchmarks: 10th 25th Median 75th 90th 29 40 53 66 73 Your FY18 Net Promoter Score is composed of: Promoters Passives Detractors 59% 34% 6% detailed NPS information on page 2 Online survey conducted by HFMA on behalf of the chapter. Sample is composed of regular chapter members not listed as chapter officers or directors that have been HFMA members since at least September 1, 2017. Survey Timeline: First email request with link to online survey sent on October 17, 2017. Second email with link to survey sent to non-respondents on October 23, 2017. Third request to complete survey sent to non-respondents on October 30, 2017. 8
- Provider/Payer Dataset Net Promoter Score: an indicator of customer loyalty Q1. On a scale from 1-10, how likely are you to recommend your chapter to a friend or colleague? Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Count 0 0 0 0 0 0 2 4 7 4 15 Percent 0% 0% 0% 0% 0% 0% 6% 13% 22% 13% 47% Overall P/P All 6% 11% 34% 28% 59% 61% FY18 Net Promoter Score: 53 P/P All FY18 Average Net Promoter Score: 50 Star ratings of various aspects of chapter services to members How many stars out of 5 would you give to your chapter on each of these aspects of service 1 Star 2 Stars 3 Stars 4 Stars 5 Stars P/P All 5 Star Your Chapter Percent 5 Stars Producing quality educational programming 0% 0% 6% 45% 48% 48% 48% Addressing the right issues and topics 0% 0% 13% 48% 39% 46% 39% Locating events where I can access them Keeping me up to date on state and regional issues 3% 3% 3% 29% 61% 48% 0% 6% 3% 29% 61% 51% 61% 61% Providing connections to others in my field 3% 3% 13% 32% 48% 49% 48% Providing easy access to information 0% 0% 19% 39% 42% 48% 42% Chapter networking opportunities 0% 6% 3% 39% 52% 50% 52% HFMA chapter overall 0% 0% 6% 35% 58% 53% 58% 9
- Provider/Payer Dataset Top Topics: members asked to select their top three topics Percent of time selected Please select your top three preferred topics from the list P/P All McMahon- Illini Chapter Your Chapter Managing bundled payments 8% 7% 7% Accounting and financial reporting issues related to emerging payment models 26% 30% 30% Improving front end revenue cycle processes 21% 23% 23% Changes in Medicare reimbursement policies 25% 30% 30% Compliance in Medicare regulations 15% 7% 7% Managing and measuring the total cost of care 27% 20% 20% Improving the patient financial experience 16% 10% 10% Negotiating contracts with value based payment mechanisms 15% 7% 7% Prevention and Management of Denials 19% 30% 30% Operationalizing structures and processes to reflect changing payment models 22% 10% 10% Financial data analytics and business intelligence 40% 53% 53% State legislative and regulatory update 25% 37% 37% State Medicaid program 20% 20% 20% Local payors and employers response to ongoing change in healthcare 19% 17% 17% Attending an educational event When was the last time that you attended a chapter event? More than 2 years ago Never Within the last 6 months 50% Within the past year 27% Within the past 2 years 3% More than 2 years ago 10% Within the past 2 years Within the past year Within the last 6 months Never 10% 10
- Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All McMahon- Illini Chapter Your Chapter Event content not relevent to my job or misses the mark 32% 21% 21% The audience present does not support meaningful networking 4% 0% 0% The locations are not accessible to me 26% 21% 21% The quality of events does not meet expectations 4% 3% 3% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 66% 66% New Member* Perceptions Sample: 7 Percent of Respondents: 18% I received a personal welcome from my HFMA chapter Disagree P/P All McMahon- Illini Chapter 7% 0% 15% 0% Disagr Not Sure ee 78% 100% I understand how to become more engaged with my HFMA chapter Disagree 7% 0% 23% 43% Disagree Not Disagree Sure 69% 57% * Questions presented to members joining from June 1, 2015 through September 1, 2017 11