The Customer Experience (CX) Awards program recognizes associates across our organization who are "ALL About Service." We would like to congratulate and recognize our Fall 2023 Award Winners for their outstanding achievements. These associates were selected to represent their respective divisions because they embody the characteristics of our CX Program. They consistently exceed performance metrics, go above and beyond to ensure customer issues are resolved, create a loyal "fan base" of customers, turn negative situations into positive ones, and receive positive customer feedback.

Systems and Support: Marlowe Leverette 

Developer III, Marlowe Leverette played an integral part in the roll-out of the Avaya Chat Platform. He worked directly with the Provider Contact Center (PCC) and Provider Outreach and Education (POE) management and associates to launch the application. Marlowe created training documentation and held numerous training seminars. He also demonstrated the platform and Palmetto GBA’s pilot that includes the real time authentication of chat users to the Centers for Medicare & Medicaid Services (CMS) and other Medicare Administrative Contractors (MACs). This feature has significantly increased external customer and provider satisfaction and simplified the Customer Service Representative’s (CSR) work with the customers. Thank you, Marlowe for your excellent service to internal and external customers. 

Support Operations: Jason McEwen

Jason McEwen is a Data Analyst II who has been with Palmetto GBA for eight years. He supports our Customer Experience initiative by analyzing data from provider surveys on the Qualtrics platform. He has provided exceptional service and guidance to our internal stakeholders by designating actionable survey comments. This allows our functional areas to make changes quickly to enhance the customer experience. Glenda Piatt, his director, says, “He truly is the data analysis guru for Qualtrics and a pleasure to work with!  I continually receive positive comments about him.  CMS even recognized him for his processes in support of appeals.” The CX award is in recognition of Jason’s dedication to the data and details that help enhance our customers’ experience.

Finance Operations: Martha Roberts

Lead Business Analyst, Martha Roberts’ financial Medicare knowledge, expertise, and skills have enabled her to build valuable and lasting relationships with our internal and external customers. Martha leads Finance and Accounting to a higher level of financial processing via our Debt Management System (DMS) while integrating application programming interfaces (APIs) through Healthcare Integrated General Ledger Accounting System (HIGLAS). Her hard work and time spent on these high-level changes results in the best product to our internal customers. Additionally, Martha is one of our primary points of contact for Inquiry Tracking System (ITS) calls received from the PPC. She frequently receives outstanding reviews from providers for her work in resolving their questions. CMS said it best in recognizing Martha’s contributions: “She is a true public steward and her dedication/passion for public service is much appreciated by all.”

Jurisdiction M Operations: Chrissy Sturm

As an Audit Manager, Chrissy Sturm, is responsible for the oversight of several Provider Audit functions, including but not limited to specialized audits, Change Management, Internal Quality Control, and the Quality Management System (QMS) maintenance. She recently led her team in presenting two webinars on the changes to the S-10 Audit process to the provider community. The team received a 4.4 overall satisfaction score for their presentation of the materials. Chrissy is extremely knowledgeable and always maintains a steady and pleasant disposition regardless of the challenges she faces. This trait was noted by a manager from our NGS partner, who complimented Chrissy on her ability to remain patient and inclusive during extensive discussions that may include varying options. For continuously seeking out solutions and opportunities to improve the customer’s experience, Chrissy has earned the CX Award.  

Shared Services: Deloris Washington

Customer Service Advocate III, Deloris Washington, is a member of the Part B Appeals team. She not only completes Part B Appeals with 100 percent decision accuracy, but also answers all ITS inquires for the team. Doris is known for being an excellent communicator. She quickly responds to customers to acknowledge receipt of their inquiry, then follows-up to assure resolution on 100 percent of ITS inquiries. Customers know Deloris will provide a clear explanation of the issue and what additional actions are needed to achieve a resolution. When needed, she provides education to the provider and gives feedback and training to the Appeals Team to improve overall accuracy. We honor Deloris with the CX Award for the support she gives her team and the prompt attention she gives our customers.

Jurisdiction J Operations: Jennifer Williams

Jennifer Williams is a Customer Service Supervisor in the PCC with three years of experience at Palmetto GBA. During her tenure she has amassed a wealth of knowledge, but if she doesn’t immediately know the answer to a question, she will complete thorough research to find a solution. Jennifer has developed strong relationships with various functional areas that encourage easy collaboration and problem solving. She is dedicated to her team and has a hands-on approach to help with all duties including coaching, training, researching and advocacy. Jennifer does it all. Her diligence and detailed approach deliver high quality work, day in and day out. Thank you, Jennifer for all that you do for your team and customers.  

RRB Operations: Robert Williamson

Medical Reviewer III, Robert Williamson earned the CX Award for his “can do” spirit that truly encompasses our values of communication, responsibility, integrity, service, people, innovation, and quality. He is known for meeting and exceeding production goals and for his superior process accuracy scores that average 99.86 percent. In addition to his regular duties, Robert also works on the Location 118 Claims. This is a complex workload that requires extensive research and knowledge of recent CMS code additions and deletions. With all of his responsibilities he is still one of the first to offer his assistance to team members. He always brings a positive attitude and a calming presence to a fast-paced, high-volume environment. Robert’s military background contributes to his ability to be consistent and on point. He is the silent warrior on the team.