Verint Community Helps HFMA Improve Engagement, Communications, and Connections for Healthcare Finance Professionals

The Healthcare Financial Management Association (HFMA) helps its more than 126,000 members achieve optimal performance.

Results

Vital information and resources disseminated faster, more easily, and at scale.
Simplified and intuitive online community management.
Crowd-sourced content that increases self-service.

About HFMA

The Healthcare Financial Management Association (HFMA) helps its more than 126,000 members—both individuals and organizations—achieve optimal performance by providing the practical tools and solutions, education, industry analyses, and strategic guidance needed to address the many challenges that exist within the U.S. healthcare system.

Opportunity

In 2020, HFMA made the transition from an electronic mailing communication process to an online community. The goal of the transformation was to provide newfound agility and 24×7 in-depth peer-to-peer knowledge exchange and problem solving to increase self-service.

Solution

Powered by best-of-breed Verint Community, HFMA’s online community provides secure members-only access to information, best practices, and 24×7 asynchronous communications. Any current HFMA member can join multiple topics of interest, post discussion questions, and collaborate with fellow industry members to share resources and solve problems. Additionally, the community platform is used to support private groups for the association’s executive councils.

The ability for a non-technical manager to quickly and easily stand up a group was key to HFMA selecting Verint Community as the foundation for its online community. This was particularly important given the complexity of the healthcare finance sector.

“There are always a lot of unknowns, questions, and new insights to navigate,” explains Melanie Binder, Senior Manager, Community and Council Engagement, at Healthcare Financial Management Association. “We wanted to create a place for members to collaborate and for us to understand what issues they needed help with. Verint Community gave us flexibility, numerous customization options, and a range of intuitive tools that made managing our community and elevating the user experience easier.”

Aside from the powerful discussion forum capabilities that HFMA leverages to create engaging dialogue with and between members, Verint Community’s media gallery application provides the Association with a repository for communication templates, while a membership directory and private messaging application enables members to readily connect and network with their peers.

“The HFMA community is easy to navigate, and notifications make it easy to follow conversations,” Binder adds. “As such, it’s very much like a private Facebook for healthcare finance professionals.”

“There are always a lot of unknowns, questions, and new insights to navigate. We wanted to create a place for members to collaborate and for us to understand what issues they needed help with. Verint Community gave us flexibility, numerous customization options, and a range of intuitive tools that made managing our community and elevating the user experience easier.”
Melanie Binder
Senior Manager, Community and Council Engagement, Healthcare Financial Management Association

Benefits

Since using Verint Community to deploy its vibrant online community, HFMA has been able to disseminate vital information and resources faster, easier, and at scale to help members address hot-button issues and/or manage crises. Key to this are the rich engagement metrics that Verint Community provides where HFMA can view and track member views, member logins, number of posts, type of content being created, what members are collaborating on, and more.

The HFMA community was put to the test during a major cyberattack in February 2024, impacting 100 million individuals and thousands of healthcare providers across the country. This created mass disruption in healthcare billing, payment operations, and other processes.

During this time, the HFMA took a leadership position, quickly organizing roundtable discussions with its members to address, mitigate, and strategize next steps to address the challenges. Transcripts of the roundtables were posted to its online community, which were accessed by more than a quarter of HFMA members.

Further, the Association’s publications team established a daily newsletter with updates on the crisis. This included reference to poignant threads within the community and other crucial resources—fostering a collaborative environment focused on finding effective solutions.

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