2020 Greatest Hits

Greatest Hits 2020

To the AtlantiCare Family, Reflecting on Calendar Year 2020, there is no question we have been tested like never before. However, I am heartened by our collective response to an unprecedented situation. We should all feel proud of our commitment to excellence across each of the 5Bs to make a difference in our community at a time when it’s been needed more than ever. One of our AtlantiCare Family Commitments is Celebrate!, and there is much to be excited about regarding our 2020 performance. On the following pages, you will find many of our highlights from Calendar Year 2020. They reflect a continued emphasis on creating the Sacred Moments that make AtlantiCare a trusted source of care for the communities we serve.

Perhaps our greatest accomplishment of the past year is the resilience demonstrated by each and every member of the AtlantiCare team. Against a backdrop of unexpected challenges, our core values (Safety, Teamwork, Integrity, Respect and Service) continue to light our path forward. We rely on them to infuse every interaction with kindness and empathy. Thank you all for your many efforts to care for our patients, their loved ones and each other. Our collective strength is what gives me confidence that our future is bright.

Keep Making a Difference,

Best People and Workplace

• Launched the Caring Project (Nursing Model of Care) in January 2020. • Implemented Work from Home for approximately 500 staff. • Implemented new $15 per hour minimum starting pay rate. • Achieved Leader designation from the Human Rights Campaign Foundation for LGBTQ Healthcare Equality for the 9th consecutive year. • Increased network speed, response times, and bandwidth at over 30 ambulatory sites and implemented a new and improved wireless network in the new City Campus tower and at Mainland campus. • Instituted a 24/7 COVID-19 Incident Command Center at the Mainland and City campuses from March 19 through July 13, 2020, continuing virtually to date. • Appointed a Chief Diversity, Equity & Inclusion Officer and reseated Diversity, Equity & Inclusion Council.

• Held Live Town Halls with Lori Herndon and Dr. Manish Trivedi to communicate COVID-19 updates. • Created virtual “Grateful Gatherings” to share positive patient outcomes during initial COVID-19 surge. • Created and implemented AtlantiCare’s first Employee Safety App, or “ESA,” for at-home COVID-19 risk screening.

• Graduated 14 members from the third MBA Cohort at Stockton University. • Raised over $28,000 for the American Heart Association’s virtual Heart Walk.

• Paid summer Share the Success and Healthcare Hero bonuses. • Initiated an Emergency Medical Technician internship program. • Provided over $1.5 million through the Employee Investment Program, supporting 366 employees in their continued education. • Developed Virtual Learning Support Program through AtlantiCare Kids to assist families with home schooling. • Developed multiple community partnerships to enhance short- and long-term candidate pipeline. • Launched an online credentialing portal for physicians to complete their credentialing documentation. • Implemented ZOOM for remote communication. • Became an employer of choice for more than 30 Medical Providers at the Federally Qualified Health Center (FQHC). • Conducted first Employee Engagement Survey with Press Ganey (November 3-20, 2020), linking our employee, physician and customer engagement surveys with a single vendor.

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Best People and Workplace

continued

• The FQHC has four medical providers participating in the National Health Service Corp (NHSC), a program that relieves the provider of medical school debt. • Held virtual “Walk from Obesity” in September 2020. • Increased communication with Board of Trustees and Leadership through COVID-19 Daily Updates and Weekly Board Updates. • Enrolled 450 nurses in the Professional Nursing Ladder program. • Created a series of eight Graduate Medical Education videos to enhance virtual recruitment efforts. • Implemented Monday Minute weekly audio broadcast for leaders to reinforce leader communications with their teams. • Held 13 employee food drives, ensuring that our dedicated workforce had the essentials they needed for their families throughout the pandemic. • Created a Healthcare Hero community tribute / art exhibit to acknowledge and celebrate the dedication of our frontline staff. • Collected meals from nearly 300 individuals / groups to support frontline staff during the height of the pandemic. • Offered virtual Rising and Thriving Resiliency Sessions to staff during the pandemic. • Coordinated Green Battery Recycling Initiative, recycling over 358 pounds of batteries across administrative and clinical satellite locations. • Achieved sustainability goal of installing a solar panel system at Manahawkin Health Park. • Increased frequency of Schwartz Rounds presentations during the height of the pandemic, offering them virtually. • Created dedicated Resiliency Resources page on The Starfish. • Continued the GROWS mentoring program.

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Best Quality

• Provided over 21,000 COVID-19 tests to the southern New Jersey Community. • ARMC completed a successful four-day Triennial Joint Commission Survey in September. • Awarded an $800,000 Substance Abuse & Mental Health Services Administration (SAMHSA) Grant – “COVID-19 Emergency Response for Suicide Prevention” – to enhance established suicide prevention and risk reduction services, including victims of domestic violence, in Atlantic County. • Provided a Skin and Pressure Injury Prevention Summit for skin champion education in collaboration with the Wound Healing Center, Physical Therapy, and Food & Nutrition Team. • Provided 26,250 Behavioral Health telehealth visits (January – September 2020). • Continued to expand Virtual Desktop technology (VDI) and Imprivata tap-and-go technology, resulting in an improved and seamless workflow, increased speed and a reduction in hardware costs. • Initiated our first Obstetric Internist Program aimed at reducing maternal mortality and morbidity in the “4th Trimester.” specifically in the African American community. • The Federally Qualified Health Center (“FQHC”) achieved National Quality Leader recognition by the U.S. Department of Health/Human Services’ (HRSA) for increasing quality and access to care, reducing health disparities and

decreasing cost, which ranks the Health Center in the top 1 to 2 percent of all Health Centers in the country. • Supported the Department of Defense Medical Team in the opening of a Field Medical Station at the Atlantic City Convention Center. • Recruited Palliative Care Medical Director and implemented General Inpatient Care (GIP) Program (Hospice Inpatient). • Health Grades 2020 Hospital Ratings & Awards include top honors for: – 100 Best in Cardiac Care, Coronary Intervention, Gastrointestinal Care, Orthopedic Surgery, Joint Replacement and Spine Surgery. • Successfully Completed Surveys: – Life Connection (Program of All-Inclusive Care for the Elderly) Centers for Medicare and Medicaid Services (CMS) third annual survey. – Oncology Care Model team completed a successful virtual audit by the Center for Medicare and Medicaid’s third-party contractor. • Participated in the COVID-19 Expanded Access trial for the use of convalescent plasma treatment for COVID-19 patients. • Implemented Remdisivir at ARMC, a proven COVID-19 treatment, reducing the length of stay for these patients.

• Received a “B” safety grade in the Leapfrog Spring Safety Survey. • Ranked 9th by US News & World Report Best Hospitals in NJ.

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continued Best Quality

• Recognized as an Anticoagulation Center of Excellence by the Anticoagulation Forum. • Contributed to a Zero Suicide Uniform Data Definition and Reporting Series among 11 leading health care organizations regarding standardized indicator definitions. • Implemented a Centers for Disease Control and Prevention best practice of vaccinating expecting mothers with Tetanus, Diphtheria, Pertussis (TDAP) in order to prevent babies from getting pertussis infection (whooping cough). • Implemented Cerner’s Healthcare solution for Ambulatory Care Managers to reduce redundant documentation and improve communication with the care teams.

• Earned Blue Cross Blue Shield Blue Distinction Center of Excellence recognizing quality care and patient results. • Activated and enhanced Emergency Alert Flu and COVID-19 public-facing website, to include blogs, FAQs, Community Response, Coronavirus Safety Information, Service Changes and Closures, Visitor Restrictions, Press Releases and more. • Outperformed other Accountable Care Organizations in 7 out of 10 quality metrics in the Medicare Shared Savings Program. • Hospital Marketing National Conference Award Winner: Silver for Testimonials, AtlantiCare Print-Honorable Mention, and Best Service Line Campaign Honorable Mention, Urgent Care Center. • Secured more than 400 earned local, state, regional, national and international media placements highlighting experts, leaders and staff. • Provided 32 housing-insecure individuals a safe place to isolate after being diagnosed with COVID-19. • Distributed 1,063 meals to families and children in need in Atlantic City during the summer as part of AtlantiCare’s Summer Meals Lunch and Learn Series. • Received Continued Accreditation and Continued Osteopathic Recognition from the Accreditation Council for Graduate Medical Education (ACGME). • Successfully held AtlantiCare Health Services FQHC’s 13th annual community barbeque, working with 30 community partners and providing grab-and-go lunch bags, face masks, hand sanitizers, hygiene kits and other summer essentials for 300 attendees. • Hosted the 10th Annual Regional Neurosciences Conference and State of the Art Strock Summit virtually with two days of educational presentations. • Created a virtual Medical Education Research event on The Starfish to showcase the accomplishments of our Medical Residents while adjusting to physical distancing requirements.

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Best Customer Experience

• Exceeded overall Customer Experience index FY2020 target – 81.3%. • Center For Childbirth: Resolve through Sharing team held a day of remembrance for families who have experienced the death of their newborn with a virtual event and video in October 2020. • Implemented Telehealth patient satisfaction surveys for all AtlantiCare Physician Group practices. • Deployed touchless registration in 64 physician practices. • Implemented self-scheduling and Find-A-Doc solutions, enabling our patients to electronically search for providers and schedule appointments. • Seated a Midtown Neighborhood Committee to guide the newly-launched work to revitalize the Midtown section of Atlantic City. • Hosted the first annual Women’s Wellness Retreat, focusing on women of all ages in the community. • Launched Emergency Department Ambassador role in the Mainland Emergency Department waiting room, five days per week based on volume; resulting in improved patient satisfaction. • Developed and deployed Manager Customer Service Rounding tool to improve responsiveness to patient / family issues and increase resolution compliance and customer satisfaction. • Deployed the utilization of FaceTime to enhance virtual visitation with patients and their loved ones when in- person visitation was suspended. • Fully deployed system-wide, grant-funded ambulatory transportation, providing rides to over 2,000 patients (launched pilot Sept. 2019 and fully deployed Jan. 2020).

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6 Some photos included were taken earlier in 2020 before masking and physical distancing requirements.

7 Some photos included were taken earlier in 2020 before masking and physical distancing requirements.

Best Customer Experience continued

• Collaborated with AtlantiCare Physician Group (APG) to incorporate after-hours answering service and RN triage for the Cardiology service line. • Expanded the Federally Qualified Health Center participation in the Consumer Advisory Board by adding additional members and holding the meeting at community partner sites. • Developed wait time customer software application for patients to monitor wait times at Urgent Care Centers via their mobile device. • Upgraded over 4,500 computers to Windows 10. • Assisted casinos and local businesses in COVID-19 reopening plans. • Provided COVID-19 testing to three Long Term Care centers. • Launched the COVID-19 hotline, streamlining community inquires for enhanced care navigation, and created COVID-19 Kit, a “one-stop shopping” resource for community stakeholders. • Deployed Tricefy, an innovative, cloud-based communication and image management program that allows maternity patients to receive ultrasound images and videos digitally. • Revamped Customer Experience Portal on intranet to be more user-friendly. • Redesigned the Dedicated RN Orientation Program to improve nurse satisfaction and decrease time spent on orientation. • Transitioned 24/7 Program of All-Inclusive Care for the Elderly (“PACE”) services from a center-based model to a community-based model.

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Best Growth

• Created a robust telehealth program, delivering 110,000 patient visits through 316 engaged providers. • Perioperative Medicine, Ear, Nose, and Throat (ENT) and Surgical Services have relocated to the second floor of the Center for Orthopaedic Surgery. • Redesigned the Egg Harbor Township Health Park, expanding Surgical and Cardiology services. • Launched new Residency Programs approved by Accreditation Council of Graduate Medical Education (ACGME): – Family Medicine – Four residents began July 1, 2020. – Psychiatry – Three residents began July 1, 2020. • Successfully performed our first awake craniotomy at AtlantiCare’s City Campus by The Jefferson Neurosurgery Group. • Collaborated with Rev. Juliann Henry and the Palliative Care Clinic at EHT

Cancer Care Institute to provide comprehensive spiritual support for patients who enrolled in the program. • Implemented an Electroconvulsive Therapy (ECT) program as an evidence-based treatment option while providing services to appropriate inpatients and outpatients. • Opened the Center for Orthopaedic Surgery at the Egg Harbor Township Health Park. • Completed the Manahawkin Health Park fit out to 100% of practice space. • Completed renovation of postpartum patient rooms at the Mainland Campus. • Reopened hospital and ambulatory-based elective surgery, after the Governor’s mandated closure, and successfully returned to pre-Covid-19 volume. • Welcomed 100th patient at the Family Planning Clinic as plans to continue expansion of our services proceed. • Exceeded budgeted number of births for the second consecutive year. • Expanded behavioral health services by placing a fulltime psychiatrist and client service representative at the Federally Qualified Health Center. • Implemented a streamlined and improved referral management solution to improve the physician referral process. • Completed City Campus inpatient pharmacy relocation. • Completed pediatric unit renovation, creating flex adult inpatient beds. • Completed Ohio Avenue Medical Arts Pavilion design development documentation for 62,000-square-foot medical office building.

• Completed final phase of Imaging renovation at Mainland Campus. • Upgraded equipment for two Cath labs at the Mainland Campus.

• Offered first virtual diabetes support group meetings. • Acquired new Urologic practice in Cape May County.

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Best Growth continued

• Redesigned Linwood AtlantiCare Physician Group practice, creating a “Mature Women’s Site,” offering Gynecological, Menopause and boutique services. • Created and implemented “Back-to-Better”multichannel, integrated Marketing Campaign to support reopening efforts and reinforce safety messaging.

• Implemented electronic health record in ambulatory Surgery Centers. • Expanded the Heart Failure Clinic to the Federally Qualified Health Center.

• Implemented Heart Month multi-channel campaign in February 2020, including Our Hearts are In It initiative of community / media outreach and social engagement by collaborating with Heart and Vascular Institute, Emergency Medical Services and Health Engagement teams.

• Manahawkin AtlantiCare Physician Group practice was accepted into Primary Care Plus . • Expanded LifeCenter integrative health offerings to include Wellness Coaching and Reiki.

• Selected as one of 20 organizations across the country to participate in the National Program of All-Inclusive Care for the Elderly (“PACE”) Association-sponsored PACE 2.0 Learning Collaborative, focused on accelerating the growth of PACE. • Recruited 64 new providers, growing access to many programs including surgery and cardiology. • Created Coronavirus (COVID-19) Central Intranet page for all COVID-19-related resources, garnering more than 50,000 hits as of November 2020. • Reestablished an AtlantiCare Institutional Review Board (IRB). • Created a Community COVID-19 Resource Guide, providing information and resources to community organizations / entities to facilitate safe reopening plans.

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Best Financial Performance

• Generated a positive operating margin of 0.5% for Fiscal Year Ending June 30, 2020 while addressing the significant revenue and expense impact of the COVID-19 pandemic. • Realized a 3.3% operating margin for the four months ending October 31, 2020. • Received more than $55 million in Federal CARES Act funding to offset the impact associated with the COVID-19 pandemic. • Finalized the completion of a $218 million bridge loan to repay all prior AtlantiCare Regional Medical Center debt, realizing an interest expense savings.

• Coordinated the Atlantic County Hospital Fee Program, adding $33.6 million in new revenue to Atlantic County hospitals for serving the underinsured effective July 2021. • Improved throughput times by partnering with Patient Flow to roll out barcode scanning of discharge patients. • Earned $6.1 million of potential $7.2 million at-risk payments from Centers for Medicare & Medicaid Services (CMS) Value Based Purchasing Programs. • Anticipate $4.8 million of potential $5.7 million in Delivery System Reform Incentive Program (DSRIP) payments. • Family Planning Grants/Awards: – Received $400,000 federal grant toward the opening of a Family Planning Clinic in Atlantic City. – Awarded $124,000 from the New Jersey Family Planning League to expand Family Planning services. • Received FQHC federal funds for Coronavirus Supplemental Funding Act Funding, totaling $1,079,616, which is being used to test, treat and secure continued services for patients. • Cultivated FQHC financial grant support with more than $500,000 to provide mass Flu Vaccination, Financial Assisters for health insurance and expanded behavioral health services. • FQHC received $70 per visit increase in its Prospective Payment System (PPS) rate effective October 1, 2020, which will provide a foundation for continued growth and sustainability • Improved coding compliance and identification of chronic disease patients, resulting in accurate risk adjustment factor (RAF) and increased reimbursement rates (over $10 million at risk). • Completed Disaster Recovery Relocation Project, moving information technology equipment from the Geisinger data center to a new facility in Norristown, PA. • Achieved Promoting Interoperability and Merit Based Incentive Payment System requirements for 2019, resulting in avoidance of a potential $3.8 million penalty.

• Replaced WebEx with Skype, resulting in savings of $76,000 over 12 months. • Received shared savings in the AmeriHealth value-based contract for $134,667.

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Best Financial Performance continued

• Received over $1.5 million from Atlantic County to support county-wide COVID-19 testing. • Raised over $575,000 to support pandemic response through the COVID-19 Response Fund. • Successfully raised $170,000 to support our COVID-19 Response Fund at the Annual Thomas L. Glenn, Jr. Memorial Golf Tournament where physical distancing and other safety precautions were observed. • Held our highest grossing Red Dress / Red Tie Event in February, raising over $36,000 in support of our Heart and Vascular Institute. • Successfully transitioned all treasury management functions in-house. • Finalized Fiscal Year Ending June 30, 2020 Audit as a member of Geisinger Health System while completing the Fiscal Year Ending June 30, 2020 Audit for AtlantiCare. • Finalized commercial and Medicare Advantage products with Horizon Blue Cross and Horizon New Jersey Health (Managed Medicaid).

• Completed transition to a new third party physician billing company, Medi-Centrix. • Transitioned from a fiscal year ending June 30 to a calendar year ending December 31.

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9 13 Some photos included were taken earlier in 2020 before masking and physical distancing requirements.