Metropolitan New York Chapter Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 83% FY17 Overall High Satisfaction: 72% Favorable/Unfavorable FY17 to FY18: 11% *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
[email protected] for questions regarding this report.
Healthcare Financial Management Association HFMA Chapter Survey (FY18) January 2018
Sample Size: Responses Received: Response Rate: FY18 Net Promoter Score: FY18 All Chapter Average Net Promoter Score:
832 92 11% 55 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 Percentile
25th Percentile
Median
75th Percentile
90th Percentile
29
43
51
63
72
Your FY18 Net Promoter Score is composed of: Promoters 66%
Passives 22%
Detractors 12%
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
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter 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 0
1
2
3
4
5
6
Passives
Promoters
7
9
8
10
Count
1
0
0
0
0
5
4
7
12
19
38
Percent
1%
0%
0%
0%
0%
6%
5%
8%
14%
22%
44%
Overall
12%
22%
66%
All Chapters
11%
28%
61%
FY18 Net Promoter Score:
55
All Chapters FY18 Average Net Promoter Score:
50
Star ratings of various aspects of chapter services to members Metropolitan New York Chapter 1 Star
2 Stars
3 Stars
4 Stars
5 Stars
All Chapters 5 Star
Producing quality educational programming
1%
1%
11%
31%
55%
49%
Addressing the right issues and topics
1%
0%
12%
36%
51%
46%
Locating events where I can access them
1%
4%
13%
29%
52%
50%
Keeping me up to date on state and regional issues
2%
0%
13%
28%
57%
51%
Providing connections to others in my field
2%
2%
18%
32%
46%
49%
Providing easy access to information
2%
1%
16%
31%
50%
48%
Chapter networking opportunities
3%
3%
14%
27%
52%
50%
HFMA chapter overall
3%
2%
11%
28%
56%
53%
How many stars out of 5 would you give to your chapter on each of these aspects of service
Your Chapter Percent 5 Stars 55% 51% 52% 57% 46% 50% 52% 56%
2
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter 56%
Top Topics: members asked to select their top three topics Percent of time selected All Chapters
Please select your top three preferred topics from the list
Metro New York Chapter
Your Chapter
Managing bundled payments
8%
6%
Accounting and financial reporting issues related to emerging payment models
26%
21%
Improving front end revenue cycle processes
23%
Changes in Medicare reimbursement policies
25%
26%
Compliance in Medicare regulations
16%
15%
Managing and measuring the total cost of care
25%
17%
Improving the patient financial experience
18%
13%
Negotiating contracts with value based payment mechanisms
14%
20%
Prevention and management of denials
18%
25%
25%
Operationalizing structures and processes to reflect changing payment models
23%
25%
25%
Financial data analytics and business intelligence
38%
36%
State legislative and regulatory update
27%
27%
State Medicaid program
19%
33%
Local payors and employers response to ongoing change in healthcare
20%
14%
6% 21% 0% 26% 15% 17% 13% 20%
36% 27% 33% 14%
Attending an educational event When was the last time that you attended a chapter event?
Metropolitan New York Chapter
Within the last 6 months
67%
Within the past year
11%
Within the past 2 years
7%
More than 2 years ago
8%
Never
7%
More than 2 years ago
Never
Within the past 2 years Within the past year
Within the last 6 months
3
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter
Attendence Barriers
Percent of time selected
All Chapters
Metro New York Chapter
Event content not relevent to my job or misses the mark
30%
28%
The audience present does not support meaningful networking
8%
6%
The locations are not accessible to me
22%
21%
The quality of events does not meet expectations
4%
5%
N/A: (I usually attend / live out of the area / I work in a different field / etc.)
49%
47%
Which barriers prevent you from attending events more frequently?
New Member* Perceptions
28% 6% 21% 5% 47%
Sample: All Chapters
Metro New York Chapter
Disagree
8%
38%
Not Sure
16%
0%
Agree
76%
62%
I received a personal welcome from my HFMA chapter
Your Chapter
14
Percent of Respondents:
15%
Disagree Agree
Disagree Disagree
I understand how to become more engaged with my HFMA chapter Disagree
8%
15%
Not Sure
24%
31%
Agree
68%
54%
Agree Agree
Not Sure Sure Not
* Questions presented to members joining from June 1, 2015 through September 1, 2017
4
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter 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 digits
< 6 months
040
< 6 months
100
< 6 months
100
< 6 months < 6 months
104 113
< 6 months
114
< 6 months < 6 months
115 117
< 6 months
118
Comment There are members of certain committees (vendors) that are very competitive and lock others from competing companies off committees. You need to get rid of the rotten apples! Seems very Long Island focused but content seems fine and clearly the volunteers work hard to put together meaningful stuff. Please no dinner dances or golf things...that is old school, not of interest to people under 50. Learning events are good. Thanks again for your hard work and efforts. As a person not working in a hospital, the programs do not always meet my needs. Even the regulatory updates are primarily focused on hospitals. It has gotten better in recent years. locate programs more centrally, like LaGuardia. small clique - not open to new ideas Provide more networking opportunities. Process more information through the local chapter. Provide free education web conferences for members to improved their knowledge. Not every venue is convenient for everybody. Generally, venue selections are excellent. I have found it difficult to participate in Chapter activities. All planning meetings are scheduled at a time when I need to be commuting by train, and I do not like commuting and talking on the phone. When I have asked to volunteer without participating in the calls I am dropped from the group. I do not think the group is very forward thinking.
< 1 year
100
< 2 years
117
> 2 years Never Never
218 111 112
I am not excited about conference topic whe I am able to participate. If connections in my field is related to NY healthcare in general I would give us 4 stars. Since I work in Managed Care, there is little to no opportunity to network with others. In terms of providing quality educational programming, it seems that the same topics are being recycled over and over, so there really isn't an advanced track for people who have heard the content before. Again, in terms of right issues and topics, managed care, the ACA in general and the political climate is missing, except at the AI. We do not really focus on state issues outside of the AI. I just feel that the overall quality and diversity of the programming has gone downhill. Very redundant. Unable to attend many seminars due to scheduling conflict. Most seminars are scheduled early in month during financial close. Can we reschedule some towards later part of month. Too many events have been moved to Long Island. Provide better and consistent outreach to members to inform them of all the ways to get involved. Early careerist discounts 5
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter Please suggest how we can improve if you are unable to provide us with 5 star ratings. Time since last attended an educational event Never
Zip Code first three digits
115 104
Comment new to chapter and unfamiliar with services target claim payment issues and patterns - help identify among the providers what egregious claim denial patterns payors are subjecting us to
6
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter Please describe any other topics that you would like to see our HFMA chapter address this year. Time since last attended an educational event < 6 months < 6 months
Zip Code first three digits
< 6 months
100
< 6 months
104
< 6 months
105
< 6 months
110
< 6 months < 6 months < 6 months < 6 months < 6 months < 6 months < 6 months < 6 months
113 114 115 115 115 117 117 118
< 1 year
100
< 1 year < 2 years < 2 years
117 117 117
> 2 years
115
040 100
Comment The new revenue recognition standards HCRA surcharge audits, IRS financial assistance audits Career options outside of the hospital setting. How to envision the health care landscape in the next 20 years. HIT ..How does data exchange shape care delivery? Revenue Cycle best practices Physician Practice Management issues for hospital owned practices. Hand-on coding & reimbursement strategies & opportunities, ICD10 and CPT changes. Insurance payer meetings where they really talk about strategies and operations Providers and Managed Care payers -Working together, resolving grievances Maintaining Electronic Privacy /HIPAA RAC and other audits Managed Care The financing of Population Health. How physician practices are developed and tracked financially. What is impact for providers if ACA repealed? How is S-10 using for DSH? Data mining for risk assessment, corporate compliance and business planning Working with IT to find uncovered savings. Domination of catchment areas by one group of health care managers I think the industry needs to lead discussions on strategic changes to increase the real value of health care. Planning in the face of uncertainty in a post-Trump environment (elimination of CSR, shortened enrollment periods, etc) Data sharing issues in population health (data sharing among state, the payers and the DSRIP Current state managed care mandates (school based health, foster care managed care, transgender coverage issues Health care for undocumented immigrants CDM management and pharmacy chargemaster physician integration and compensation options for system employment Topics specific to Health Information Management and the revenue cycle & Finance. State legislative and regulatory update. - Operationalizing structures and processes to reflect changing payment models - State Medicaid program 7
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter 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 < 6 months
Zip Code first three digits
< 6 months
105
< 6 months < 6 months < 6 months
110 114 115
< 6 months
115
< 6 months < 6 months < 6 months < 6 months
115 115 115 115
< 6 months
115
< 6 months < 6 months
117 117
< 1 year
100
< 1 year
117
< 2 years
117
< 2 years
117
> 2 years
115
> 2 years
218
068
Comment the LaGuardia location is more accessible for those coming from Westchester and Jersey In today's changing environment, i think the chapter has done a great job of adapting and changing and needs to continue to innovate how it delivers programs, education and networking opportunities for members. Love Newscast and the pictures. Glad to see their FB feed has calmed down recently and need to do the same for their Linkedin profile. Hard to find time to get out of the office I am interested in mid-cycle revenue management. I just became a HFMA member and attended my first event in September The Metro NY HFMA chapter always provides the highest level of educational seminars. The speakers provide valuable information and insightful views on the current state of healthcare finance. The networking opportunities are excellent and I have made great connections throughout my career with professionals in my field of work. I am proud to be a member of the Metro NY Chapter of HFMA. time constraints professionally are biggest barrier. Some events do not fit my working schedule. At times work prevents me from attending I generally attend all events that I can - the only barrier on my end would be my work requirements. I usually attend seminars relevant to my job responsibilities and within my budget. I usually attend and appreciate free seminars and webinars, time permitting I usually attend Simply too many -- I have work responsibilities that preclude so many absences. Again, this is a provider/hospital organization. All programing related to managed care is basically about how to get paid. There is no desire to develop collaborative programming at the board level. Discussions regarding business risks hospitals are facing or should consider examining / areras on which to focus an annual audit plan. too much work to do limits time availability and location of events is difficult to make from my work and or home Locations are accessible, Scheduled days are not. Financial and Reimbursement seminars are scheduled in earlier part of month during our financial close. Can some seminars be schedule during the latter part of the month. Although I valued and participated in the chapter's events in the past, I am now a retired member who sometimes works in a consulting capacity. I am retired and only spend limited time in New York City. 8
Healthcare Financial Management Association HFMA Chapter Survey (FY18)
Metropolitan New York Chapter 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 Never
Zip Code first three digits
Never
111
100
Comment NYC is a preferred location to Long Island Content of events only reflect a small subset of the work that I am doing. There were a handful of events that was relevant, but was unable to attend due to scheduling conflicts.
9
Healthcare Financial Management Association HFMA Chapter Survey (FY18) - Provider/Payer Dataset January 2018
Provider/Payer Responses Received: Provider/Payer percent of all Responses Received: FY18 Net Promoter Score: FY18 All Chapter Average Net Promoter Score:
50 54% 40 50
FY18 Net Promoter Score Benchmarks: 10th Percentile
25th Percentile
Median
75th Percentile
90th Percentile
29
40
53
66
73
Your FY18 Net Promoter Score is composed of: Promoters 58%
Passives 24%
Detractors 18%
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.
10
Healthcare Financial Management Association HFMA Chapter Survey (FY18) - Provider/Payer Dataset
Metropolitan New York Chapter 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 0
1
2
3
4
5
6
Passives
Promoters
7
9
8
10
Count
0
0
0
0
0
5
3
3
8
10
16
Percent
0%
0%
0%
0%
0%
11%
7%
7%
18%
22%
36%
Overall
18%
24%
58%
P/P All Chapters
11%
28%
61%
FY18 Net Promoter Score:
40
P/P All Chapters FY18 Average Net Promoter Score:
50
Star ratings of various aspects of chapter services to members Metropolitan New York Chapter 1 Star
2 Stars
3 Stars
4 Stars
5 Stars
P/P All Chapters 5 Star
Producing quality educational programming
0%
0%
13%
38%
49%
48%
Addressing the right issues and topics
0%
0%
15%
44%
42%
46%
Locating events where I can access them
0%
2%
21%
31%
46%
48%
Keeping me up to date on state and regional issues
0%
0%
21%
29%
50%
51%
Providing connections to others in my field
2%
2%
19%
42%
35%
49%
Providing easy access to information
0%
2%
21%
31%
46%
48%
46%
Chapter networking opportunities
0%
4%
19%
31%
46%
50%
46%
HFMA chapter overall
0%
2%
17%
29%
52%
53%
How many stars out of 5 would you give to your chapter on each of these aspects of service
Your Chapter Percent 5 Stars 49% 42% 46% 50% 35%
52%
11
Healthcare Financial Management Association HFMA Chapter Survey (FY18) - Provider/Payer Dataset
Metropolitan New York Chapter 52%
Top Topics: members asked to select their top three topics Percent of time selected P/P All Chapters
Please select your top three preferred topics from the list
Metro New York Chapter
Managing bundled payments
8%
9%
Accounting and financial reporting issues related to emerging payment models
26%
25%
Improving front end revenue cycle processes
21%
20%
Changes in Medicare reimbursement policies
25%
25%
Compliance in Medicare regulations
15%
20%
Managing and measuring the total cost of care
27%
18%
Improving the patient financial experience
16%
14%
Negotiating contracts with value based payment mechanisms
15%
11%
Prevention and Management of Denials
19%
18%
Operationalizing structures and processes to reflect changing payment models
22%
25%
Financial data analytics and business intelligence
40%
34%
State legislative and regulatory update
25%
25%
State Medicaid program
20%
41%
Local payors and employers response to ongoing change in healthcare
19%
14%
Your Chapter 9% 25% 20% 25% 20% 18% 14% 11% 18%
25% 34% 25% 41% 14%
Attending an educational event When was the last time that you attended a chapter event?
Metropolitan New York Chapter
Within the last 6 months
64%
Within the past year
11%
Within the past 2 years
9%
More than 2 years ago
7%
Never
9%
More than 2 years ago
Never
Within the past 2 years Within the past year
Within the last 6 months
12
Healthcare Financial Management Association HFMA Chapter Survey (FY18) - Provider/Payer Dataset
Metropolitan New York Chapter
Attendence Barriers
Which barriers prevent you from attending events more frequently?
Percent of time selected
P/P All Chapters
Metro New York Chapter
Event content not relevent to my job or misses the mark
32%
24%
The audience present does not support meaningful networking
4%
0%
The locations are not accessible to me
26%
32%
The quality of events does not meet expectations
4%
5%
N/A: (I usually attend / live out of the area / I work in a different field / etc.)
46%
44%
New Member* Perceptions
I received a personal welcome from my HFMA chapter
Your Chapter
24% 0% 32% 5% 44%
Sample: P/P All Chapters
Metro New York Chapter
Disagree
7%
25%
Not Sure
15%
0%
Agree
78%
75%
9
Percent of Respondents:
Agree Not Disagr Sure ee
Disagree
Agree
Not Disagree Disagree Sure Disagree Agree
I understand how to become more engaged with my HFMA chapter Disagree
7%
13%
Not Sure
23%
25%
Not Sure Agree
Agree
10%
69%
63%
Not Sure
Agree
* Questions presented to members joining from June 1, 2015 through September 1, 2017
13
