Happenings
August Associate of the Month Honorees Step Up with Solutions
Division 28 - Jurisdiction M Operations
Tracy Pappas
When coworkers have questions about complex Medicare bad debt issues, they turn to Auditor III Tracy Pappas for clear, timely guidance. As primary subject matter expert, Tracy has also led major audits, keeping communication open so clients and internal teams understand what is needed throughout the review. He trains coworkers on specialized desk reviews and checks technical submissions from different types of healthcare facilities for compliance with established requirements. After finding ways to improve formulas in existing work tools, Tracy designed new templates that reduce manual steps and make the review process more efficient.
Divisions 5/29 – Appeals
Tabatha Qualls
Although Tabatha Qualls, Lead Claims Processor, is one of the newest members of the Appeals support staff, she quickly became someone others could rely on. After learning Medicare Part B claims processing, she began helping the Senior Operations Analyst review new hires’ work during training. She also answered their questions and helped them prepare to process claims independently. Tabatha helped create a process for the team to research suspended claims and coordinate needed provider-file updates with Provider Enrollment. By tracking each request through completion, she reduced duplicate outreach and helped claims move forward once the necessary updates were made.
Division 54 – Finance & Accounting
Jennifer Ross
As the lead Accountant IV on the proposal team, Jennifer Ross manages the financial work behind complex requests for proposals and makes sure each submission is supported by accurate documentation. Her careful review resulted in exceptionally low error rate during the evaluation period. Jennifer also trains new employees on essential reporting responsibilities and serves as a point of contact as they learn the work. To make pricing requests easier to complete, she created a financial tracking and reconciliation tool that replaced a time-consuming manual process and shortened turnaround times. This work was recognized as the Process Improvement of the Quarter for the second quarter of 2026.
Division 6M – Audit & Reimbursement
Judith Sellers
Auditors working onsite and remotely rely on Senior Administrative Associate Judith Sellers to keep time sensitive work moving. Judith coordinates urgent document deliveries and responds quickly when unexpected issues could delay an auditor’s work or a response to a provider. Judith is among the first people new employees meet and she takes time to explain departmental systems and work requirements, so they understand what is expected from the start. By assisting experienced auditors and welcoming new team members, she helps the department remain responsive while setting a positive tone for an employee’s first day.
Division 4M – Prior Authorization Programs
Rosa Smith
Claims Operations Supervisor Rosa Smith is proactive in identifying opportunities to improve processes, including the monthly reporting process she introduced for teams across multiple lines of business. It provided a consistent and efficient approach to completing required monthly reports. Her commitment to developing others is evident in her leadership of new hire training, where she clearly communicates expectations and answers questions as they arise. Rosa also volunteered to support the implementation of the Ambulatory Surgical Center program while continuing to meet her primary responsibilities. Through her strong organizational skills and dedication, she continued meeting her goals while helping move the new program toward implementation.
Division 93 – Augusta Operations
Angela D. Thomas
Coworkers rely on Documentation Preparation Clerk Angela Thomas as a subject matter expert who shares her knowledge and recommends practical ways to improve daily workflows. During an initiative involving specific records, Angela quickly learned a complex import process and helped manage additional work across two processing rounds. By taking ownership of the assignment, Angela helped the department complete the additional work on schedule and completed her regular assignments accurately while supporting the Document Control team’s standard timeliness goals.
Division 10 – Support Operations
Nona Thompson
During high call volume periods, Nona Thompson, a Provider Enrollment Analyst, volunteers to remain on the customer service line so providers can continue receiving timely assistance. She is a trusted source of guidance for newer employees and helps fellow analysts manage their workload. Although Nona’s experience of different areas of enrollment gives her a broad understanding of the work, she continues to expand her knowledge and recently learned the denial process for new applications. She now uses that knowledge to help suppliers understand what is needed to resolve application denials. Nona’s broad experience and willingness to keep learning make her someone providers and coworkers can count on.
Division 1M – Customer Service
Latisha Watson
Customer Service Supervisor Latisha Watson creates an environment where employees feel comfortable bringing questions and concerns to her. She remains patient and approachable while balancing several challenges at once. She is attuned to her team and makes adjustments as their needs change. By staying available and responding with consistent support, Latisha helps employees work through concerns and remains focused on serving customers.
Division 34 – Systems & Support
Emily Wright
When a gateway issue affected the Statistical Analysis Data Warehouse team’s system integrations, Senior Developer Emily Wright traced the problem, kept stakeholders informed and confirmed the systems were stable after the situation was resolved. She used the same structured approach to develop a roadmap and step-by-step guide for a broad application upgrade. Her direction gave developers a consistent process while meeting security and quality standards. Emily also mentors teammates and coordinates troubleshooting across groups, helping technical work move forward without unnecessary delays.
