Florida Chapter. Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 77%

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1 Chapter Scores for CBSC: FY18 Overall High Satisfaction*: 77% FY17 Overall High Satisfaction: 71% Favorable/Unfavorable FY17 to FY18: 6% *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.

2 January 2018 Sample Size: 1069 Responses Received: 117 Response Rate: 11% FY18 Net Promoter Score: 51 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 Percentile 25th Percentile Median Your FY18 Net Promoter Score is composed of: 75th Percentile Promoters Passives Detractors 68% 14% 17% 90th Percentile 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, Survey Timeline: First request with link to online survey sent on October 17, Second with link to survey sent to non-respondents on October 23, Third request to complete survey sent to non-respondents on October 30,

3 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 Count Percent 0% 1% 2% 0% 0% 10% 5% 6% 9% 20% 48% Overall All Chapters 17% 11% 14% 28% 68% 61% FY18 Net Promoter Score: 51 All Chapters 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 Chapters 5 Star Your Chapter Percent 5 Stars Producing quality educational programming 3% 4% 19% 23% 51% 49% 51% Addressing the right issues and topics 1% 4% 21% 27% 47% 46% 47% Locating events where I can access them Keeping me up to date on state and regional issues Providing connections to others in my field 5% 4% 18% 21% 52% 50% 3% 4% 19% 23% 51% 51% 4% 8% 17% 23% 49% 49% 49% 52% 51% Providing easy access to information Chapter networking opportunities 2% 4% 22% 27% 46% 48% 3% 10% 18% 21% 47% 50% 46% 47% HFMA chapter overall 1% 4% 18% 25% 52% 53% 52% 2

4 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 Chapters Florida Chapter Your Chapter Managing bundled payments 8% 12% 12% Accounting and financial reporting issues related to emerging payment models 26% 16% 16% Improving front end revenue cycle processes 23% 26% 26% Changes in Medicare reimbursement policies 25% 25% 25% Compliance in Medicare regulations 16% 14% 14% Managing and measuring the total cost of care 25% 26% 26% Improving the patient financial experience 18% 18% 18% Negotiating contracts with value based payment mechanisms 14% 16% 16% 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% 24% 24% State legislative and regulatory update 27% 38% 38% State Medicaid program 19% 18% 18% Local payors and employers response to ongoing change in healthcare 20% 18% 18% Attending an educational event When was the last time that you attended a chapter event? Within the last 6 months 44% Within the past year 22% Within the past 2 years 11% More than 2 years ago Within the past 2 years Never Within the last 6 months More than 2 years ago Never 14% 10% Within the past year 3

5 Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? All Chapters Florida Chapter Your Chapter Event content not relevent to my job or misses the mark 30% 31% 31% The audience present does not support meaningful networking 8% 5% 5% The locations are not accessible to me 22% 23% 23% The quality of events does not meet expectations 4% 9% 9% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 49% 49% 49% New Member* Perceptions Sample: 23 Percent of Respondents: 20% I received a personal welcome from my HFMA chapter All Chapters Florida Chapter Disagree Disagree 8% 5% 16% 29% 76% 67% I understand how to become more engaged with my HFMA chapter Disagree Disagree 8% 4% 24% 48% 68% 48% * Questions presented to members joining from June 1, 2015 through September 1,

6 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 Comment < 6 months 322 Keep doing what you are doing! < 6 months 326 Add more Behavioral Health issues < 6 months 326 I think I need to spend more time on website obtaining information and making connections with others in my field. I think the room for improvement is with me and not HFMA. < 6 months 329 Provide operational finance reviews for all financial areas - best practices. < 6 months 331 sometimes the website if hard to navigate < 6 months 334 I find it hard to determine if I would want to go to an event because the blasts telling us of the events never list the topics or agendas. how do I know if I want to clear my calendar to go to something if I don't know if it is something I am interested in? < 6 months 335 excellent! < 6 months 342 I have been in FL for 1 year. The problem seems to extend beyond FL HFMA. FL Hospitals and doctors are behind the game. I think the wealth of new patients and high volumes has caused both to be complacent. There is not a sense of leaning into a new future that existed where I came from. It feels like attending HFMA meetings from more than 10 years ago, although it is getting better. Biggest opportunity for improvement would be joint conferencing with FLAACO and FAHQ to bring in future drive towards VBP, ACOs and Quality focus. We are now covering the topics--but we are not getting the quality of panels and presenters that I was used to: panels of Health System CEOs, Panels of Health System VPs for Medical Affairs, etc. But the problem is that the health systems in FL are lagging and ACOs seem to be dominated by physician groups. It's like the hospitals were too busy building and the physician groups filled the void. So we need to buddy up with FLAACO, FAHQ, etc. < 6 months 342 I think the chapter does an outstanding job of providing quality education and keeping everyone up to date on state and regional issues. Regarding the "4" rating - I guess I'm not entirely sure I understand the question - "easy access" to what information? < 6 months 342 Increased education related to local/state issues. < 6 months 346 Still too new. More networking and well priced training opportunities. how about new member highlights? i don't know who half the members are. Like to have takeaways - checklists, routines, examples, templates. The trainings would be easier to sell and move from generic. deeper drill down in areas - eg revenue cycle < 6 months 346 I think they do a great job. I work for the physician side of Moffitt cancer center, so I look for programs that address physician groups also. Overall, I am very pleased with FL HFMA < 6 months 349 I think a broader range of issues and topics would be helpful. < 1 year 326 The chapter website is confusing and needs searchable content. 5

7 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 < 1 year 328 < 1 year 334 digits Comment I would love to see s from the chapter president sharing his or her take on current happenings both at the state and national level. The small article in Sunspots is great but I'd like to hear from the chapter president more often. I would also like to see more active networking opportunities such as walks or runs, golf outings that include an option for "learn to play" in addition to the traditional foursomes, fishing, and sporting events. It would be great to see these events as a way to stay connected inbetween conferences. The events are held in many locations at different times. It would be better to use the same locations and dates for several years at a time. It seems like my schedule and the HFMA schedule are not matching up lately. Not really able to answer the access question. < 1 year 336 As for the regional education events, I wish they could be for a minimum of 4 or 5 credit hours, if held during normal weekday working hours. It's hard to justify taking a whole day off, upsetting family and coworker schedules, and driving miles round-trip to a regional event that will only yield 3 credit hours. Dinner meetings that provide 1-2 credit hours might be a better venue for networking with others. < 1 year 337 Offer training for CHFP. < 2 years 325 We need more events in the North Area. < 2 years 337 Not sure I get the updates. < 2 years 341 I am a transfer member from the Greater St Louis chapter and have been a member of the for about 2 years. I NEVER get any notices, notices in the mail, etc. from the Chapter. The only way I learn about things is through Linked In and that is not often. So I never attend anything because I don't know about them. National definitely has me listed as a member of your Chapter, so I don't know what is wrong in that the local chapter apparently doesn't have me listed. > 2 years 334 Timing in month of events. Last week and first week conflict with financial close/finance committee. > 2 years 339 Change the pricing tiers to allow vendors equal access to educational opportunities > 2 years 349 I am not very familiar with the chapter yet so some of these ratings may change in the coming months. Never 321 I have been an HFMA member for less than a year. Never 336 I linked to the FL Chapter last year, only to find out my Membership was not changed. I ed a local member about an educational event, he responded I sent my info AND NOTHING. I ed HFMA and have yet to hear from anyone. Please someone link me and send me something. Geez. 6

8 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 Comment I'm new to HFMA, so I my ratings so far are average. I feel that some sort of new member reach out would be good. Never 346 Whether it's a monthly new member virtual meeting or something to that affect to allow people to meet members, learn whats going on in the committees, etc. Things I've found, I've done on my own. I still don't feel like I have a grasp of all that is to offer but I'm taking a proactive role and finding what I'm interested in. Never 346 Connect with HFMA members. very rare when you contact anyone 329 I reside in Vero Beach. To my knowledge I have never seen a meeting in this area. I am a retired life member who still wants to keep abreast of healthcare issues. 330 too many vendors driving these sessions. It has been a sales solciation 7

9 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 digits Comment < 6 months 296 Cyper Invasions < 6 months 322 Leadership skills, Work Life Balance < 6 months 326 Behavioral Health issues and integrated care < 6 months 331 Optimizing supplier/vendor payables programs. < 6 months 331 Improving Self Pay using technology, IVR, , text Community Action Plans to assist medically needy patients < 6 months 335 Revenue Integrity related topics < 6 months 342 All of the above feel like tactical presentations. There are no Strategic Vision presentations. But you won't find them in FL. You may have to go to other States. This may be crass--but in healthcare FL feels like it is part of the "flyover zone", a forgotten backwater. You need to bring in a panel from a leading State, or a State that is deep in the process of developing the future of healthcare. You can also bring in someone from the Global Burden of Health, Dr. Chris Murray or the author of his book, Jeremy Smith. Maybe as part of a combined conference with FLAACO or FAHQ. < 6 months 342 I think the chapter (thank you, Cheryl!) does a great job with the educational topics presented at our meetings. I can't think of anything to add. < 6 months 346 reporting internal audit and controls < 1 year 328 I would like to hear more about what hospitals should be doing to prepare for the rapidly aging population of Florida. What can they do now and what should be in their future plans to help them stay competitive? Are there things we need to do differently as far as access and front end Rev cycle to accommodate the elder population? How does their "patient experience" differ from that of other members of the community? Workable advice and techniques for AVOIDING intermediary/payer audit adjustments. < 1 year 336 Common-sense tactics for REBUTTING proposed audit adjustments. Helpful advice for dealing with various staff skill levels within the accounting area, during a time when a lot of changes are occurring. Including, how best to present opportunities for individuals to train for something new. < 1 year 342 More on Patient Access 8

10 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 digits Comment < 2 years 325 Contract Modeling Expected Payment to determine Underpayments. Deciding to Terminate a Major Payor. Florida Managed Care Laws & Regulations. Access Services Quality Control Mechanisms. > 2 years 334 Computer system specific topics (Epic, Cerner, MnKesson, Meditech, etc.). New items/work arounds etc. > 2 years 349 Anything but revenue cycle > 2 years 349 Experience with value-based payments success and failures Never 342 Strategies to combat post payment audits and pre payment audits/reviews. And how any of these activities violates FL law. More information on health exchange developments and which plans are offering these networks in our various markets. More information or effective strategies to reduce readmissions, improve HCAHP scores, and ER redirection for nonemergent care. Never 346 choosing top 3 was difficult. I would say all of the topics listed are critical Never 346 CON requirements and changes ACA Reimbursement 9

11 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 221 Often too busy to attend < 6 months 322 Difficult to attend anything further than 1-2 hours away as budget constraints do not allow for overnight travel. < 6 months 325 The workload at my health system prevents my attendance in many instances. Scheduling events outside quarter and year ends would be a strategy, but I realize this moving target < 6 months 326 Focus typically on hospital financial situations - I work in Behavioral Health, and ED issues are not relevant < 6 months 331 Travel schedule < 6 months 331 Work takes me out of area frequently < 6 months 334 I do not know if the event will be relevant to my job as it is not clear what the topics will be < 6 months 335 No time to attend due to working priorities < 6 months 342 I get so many s from FL HFMA about educational opportunities. I do not open all of them. It would be really helpful to see the Topic in the subject line. < 6 months 342 So far, I have attended all chapter educational multi-day conferences since I moved to the area; however, it's possible I will not attend the January conference this year due strictly to the fact that we have a 9/30 FYE and we like to have our cost report complete by mid-february, so this is a timing issue. Being still relatively new in my position, it's difficult to get away for networking events as they are usually at least an hours' drive from where I live. I realize that this is the downside to a chapter that encompasses a state as large as Florida! < 6 months 346 deeper dive into topics. presentations too generic need a minimum number of attendees - last 2 i went to - all students ( j'ville). < 6 months 349 Hard to free up time in my calendar < 6 months 452 Prefer to learn from other peers and case studies. Vendor presentations seem to promote services rather than share solutions. < 6 months 786 The program committee selects unengaging "in the box" topics. Needs to get creative, think transformation. It's mostly "me too", dry stuff, minutia. We are losing sponsors because of how this committee functions. < 1 year 326 Cost is the only barrier. < 1 year 326 Hard to carve time out of my schedule to attend. < 1 year 328 Cost and time away from the office are the primary barriers. The fall conference always seems to conflict with our fiscal year end and the winter is tough coming off the holidays. The May conference is just about perfect so I do try to make it to that one. < 1 year 333 I do charge master work and that is not covered much < 1 year 333 Bad timing and health issue. 10

12 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 < 1 year 334 Events dates and topics where are times that I could not attend. < 1 year 335 It is all about networking and learning/education < 1 year 336 Pricing Two regional events each year, in each general geographic locale you've been using, but at easily accessible venues (easy directions/drive and parking arrangements)... and split like this: < 1 year 336 One event to address new/upcoming trends, updates on regulations, more "general interest" topics, etc., for a minimum of 3 credit hours, perhaps late in the calendar year when everyone's scrambling for CPE, plus: Second event with topics targeted for a specific interest group. Possibilities: reimbursement, general accounting, revenue integrity issues, payer contracting. Make this one for a minimum of 4 credit hours. Time this one for the opposite part of the calendar year. This second event could be used to stir more interest in HFMA, by groups other than just the revenue cycle centric. < 1 year 337 I am the director of managed care contracting. I understand this is a limited scope and that all areas of healthcare finance either impacts me or I can impact other areas through contracts. However, not all operational aspects of the revenue cycle is of interest to me as it is to others in the organization. I missed the last meeting in Delray due to work responsibilities / deadlines. I enjoy being part of this chapter and love the networking opportunities presented. < 1 year 338 Honestly, time is an issue. Traveling for live events is much less convenient than webinars. The networking opportunities are invaluable and it is a priority, just don't get to do it as often as I would like. < 1 year 346 Hard for me to leave work and dedication ate pto. < 2 years 325 Offer classes on the suggested topics & have events in North Florida. < 2 years 336 I traveled for my job making it difficult to attend mid-week events. < 2 years 337 I am retired at this point and would attend primarily to see former associates. < 2 years 341 I just need to get notifications of them. > 2 years 327 Keynote speakers typical have not connection to either healthcare nor finance. I am not interested in listening to an old coach/athlete speak on teamwork. > 2 years 329 Actually, I'm normally not aware of the events. I receive information on the joint meeting with the AICPA held in Orlando, but not normally any other notificiations. > 2 years 334 Scheduling within month. > 2 years 335 I have retired but keep my membership active 11

13 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 > 2 years 338 Mainly, my schedule and availability. > 2 years 339 Fair pricing for hospital vs vendor participants > 2 years 349 I am new to the chapter but have attended meetings while living in PA Never 329 Have not been able to schedule the time away form the office. Never 336 I've tried to get info...?? Never 342 Timing. The events that are usually relevant to me are held during a time of the year that inconvenient to me. Never 346 More exposure and advertisement of events. Unless I go to the website, I don't know they are happening. Never 346 I am rarely notified of local events. National events, yes, local no. Never 347 Cost is my most immediate barrier 12

14 - Provider/Payer Dataset January 2018 Provider/Payer Responses Received: 74 Provider/Payer percent of all Responses Received: 63% FY18 Net Promoter Score: 52 FY18 All Chapter Average Net Promoter Score: 50 FY18 Net Promoter Score Benchmarks: 10th Percentile 25th Percentile Median 75th Percentile 90th Percentile Your FY18 Net Promoter Score is composed of: Promoters Passives Detractors 66% 19% 15% 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, Survey Timeline: First request with link to online survey sent on October 17, Second with link to survey sent to non-respondents on October 23, Third request to complete survey sent to non-respondents on October 30,

15 - 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 Count Percent 0% 0% 2% 0% 0% 10% 3% 6% 13% 23% 44% Overall P/P All Chapters 15% 11% 19% 28% 66% 61% FY18 Net Promoter Score: 52 P/P All Chapters 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 Chapters 5 Star Your Chapter Percent 5 Stars Producing quality educational programming 1% 7% 20% 28% 44% 48% 44% Addressing the right issues and topics 0% 4% 24% 36% 36% 46% 36% Locating events where I can access them 5% 5% 16% 26% 47% 48% 47% Keeping me up to date on state and regional issues Providing connections to others in my field 3% 4% 21% 32% 40% 51% 4% 7% 18% 30% 41% 49% 40% 41% Providing easy access to information Chapter networking opportunities 1% 6% 25% 31% 37% 48% 3% 10% 23% 26% 38% 50% 37% 38% HFMA chapter overall 0% 6% 17% 33% 44% 53% 44% 14

16 - 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 Chapters Florida Chapter Your Chapter Managing bundled payments 8% 13% 13% Accounting and financial reporting issues related to emerging payment models 26% 20% 20% Improving front end revenue cycle processes 21% 23% 23% Changes in Medicare reimbursement policies 25% 25% 25% Compliance in Medicare regulations 15% 12% 12% Managing and measuring the total cost of care 27% 20% 20% Improving the patient financial experience 16% 17% 17% Negotiating contracts with value based payment mechanisms 15% 12% 12% Prevention and Management of Denials 19% 25% 25% Operationalizing structures and processes to reflect changing payment models 22% 25% 25% Financial data analytics and business intelligence 40% 28% 28% State legislative and regulatory update 25% 43% 43% State Medicaid program 20% 20% 20% Local payors and employers response to ongoing change in healthcare 19% 14% 14% Attending an educational event When was the last time that you attended a chapter event? Never Within the last 6 months 42% Within the past year 25% Within the past 2 years 6% More than 2 years ago Within the past 2 years Within the last 6 months More than 2 years ago 14% Never 13% Within the past year 15

17 - Provider/Payer Dataset Attendence Barriers Percent of time selected Which barriers prevent you from attending events more frequently? P/P All Chapters Florida Chapter Your Chapter Event content not relevent to my job or misses the mark 32% 36% 36% The audience present does not support meaningful networking 4% 2% 2% The locations are not accessible to me 26% 29% 29% The quality of events does not meet expectations 4% 10% 10% N/A: (I usually attend / live out of the area / I work in a different field / etc.) 46% 46% 46% New Member* Perceptions Sample: 16 Percent of Respondents: 14% I received a personal welcome from my HFMA chapter Disagree P/P All Chapters Florida Chapter 7% 7% Disagr Not Sure ee Disagree 15% 21% 78% 71% I understand how to become more engaged with my HFMA chapter Disagree 7% 0% DisagreeNot Disagree Sure 23% 50% 69% 50% * Questions presented to members joining from June 1, 2015 through September 1,