Happenings
Celebrating Customer Service Excellence
We’re proud to recognize the Fall 2025 Customer Experience (CX) Award winners—outstanding individuals selected for their dedication to service excellence. These team members consistently surpass performance goals, resolve customer concerns with care and creativity, foster lasting loyalty and turn challenges into opportunities. Their efforts are regularly praised through positive customer feedback.
Their commitment to exceptional service strengthens our organization and enhances the experience of every customer we serve.
Congratulations to our outstanding award winners. You set the standard for excellence!
Tracy Robinson
Tracy Robinson, a quality management coordinator in Division 10, is widely recognized for her deep expertise in ISO 9001:2015 certification requirements and her steadfast commitment to supporting both internal and external customers.
She consistently rises to meet complex challenges, contributing to corrective and preventive actions, policy development, root cause analysis and internal audit documentation. Tracy frequently goes the extra mile to ensure the highest standards are met.
Her colleagues describe her as a joy to work with: encouraging, dependable and exceptionally professional. Tracy’s warmth and dedication have earned her the respect and loyalty of her team, making her a true asset to the organization.
Ramakrishna Jawaji
Described by a teammate simply as “awesome,” Rama Jawaji, a technical advisor in Division 34, is widely recognized for his unwavering commitment to customer service and his steadfast support of both his team and the Centers for Medicare & Medicaid Services. When Rama speaks, people listen—his insights carry weight, and his dedication sets a high standard.
Rama consistently goes above and beyond to ensure systems are verified with precision and that every invoice release and payment is processed accurately. His pursuit of excellence and attention to detail reflect his deep commitment to quality.
With extensive systems knowledge, a collaborative leadership style, and a calm, approachable demeanor, Rama is an indispensable member of the team. His manager refers to him as her “right arm”—a testament to the trust and value he brings to every aspect of his work.
Latoiya Scott
With nearly two decades of experience, Latoiya Scott, a senior claims research analyst in the Provider Contact Center, has earned the nickname “walking Medicare encyclopedia” for her exceptional depth of knowledge and expertise. Her consistent excellence in quality assurance, coupled with her respectful and kind demeanor, makes her a valued resource for both colleagues and providers.
Latoiya is frequently sought after for her professionalism and customer service, and her value was recently highlighted in a customer survey respondent saying: “She did a great job.” Her dedication, reliability and collaborative spirit continue to elevate the team and enhance the customer experience.
Nina Lester
Nina Lester, an accountant I in Finance Operations, is widely recognized for her exceptional customer service and proactive approach to supporting providers through complex refund processes. Her clear, confident guidance and deep understanding of procedures make her a trusted resource.
Nina consistently exceeds expectations, developing educational tools and patiently training colleagues with expertise and care. One teammate shared, “Nina has been incredibly helpful and patient, always offering valuable tips and insights.”
Her professionalism, reliability and collaborative spirit have earned her praise across multiple teams, solidifying her reputation as a uniquely effective contributor. Now, Nina adds the Customer Experience (CX) Award to her growing list of accolades, including Associate of the Month honors in July 2024 and September 2023—a testament to her continued excellence.
Lynette Brooks
Lynette Brooks, a training specialist II in Division 93, is a committed and collaborative teammate—always ready to step in, support others and transform challenges into meaningful learning experiences.
Her dedication has earned her a loyal following of former trainees who continue to seek her guidance, confident in her willingness to make time and provide thoughtful support. Lynette is known for celebrating the successes of her peers and offering others steady guidance when they face obstacles, making her a true team player.
Her commitment was especially evident last year when the Augusta office was shut down by Hurricane Helene. Without hesitation, Lynette helped from the Columbia office, ensuring continuity across multiple departments and maintaining operational momentum during a critical time. Lynette stands out for her professionalism, adaptability and steadfast support to her team and the organization.
Cassandra Teeters
Cassandra Teeters, a lead appeals specialist in Division 05/29, is known for her ability to resolve complex customer issues with precision and professionalism. Her strong research skills and clear communication help her resolve challenging cases in a single call—earning her a reputation for efficiency and excellence.
Her commitment goes far beyond routine responsibilities. In one notable instance, Cassandra personally followed up on a Congressional inquiry, conducted a thorough investigation, communicated detailed findings and ensured all parties were informed and supported throughout the resolution process.
Cassandra is skilled at navigating complex appeals cases, steps up to coach teammates and ensures operations run smoothly. Valued for her leadership and dedication, Cassandra is a deserving recipient of the Customer Experience Award.
April Eason
April Eason, a senior provider education consultant in Division 28, is praised for her ability to manage complex provider communications with professionalism, courtesy and reliability—even when addressing difficult information.
Soon after stepping into a demanding role without prior medical review experience, April quickly became a trusted expert. She has played a key role in enhancing processes, maintaining critical performance metrics and proactively identifying trends and risks to support workload coordination and ensure accuracy across the team.
April’s commitment to educating providers and supporting her colleagues is evident in everything she does. Her consistent grace, positive attitude and collaborative spirit make her a valued member of the team and an outstanding customer service role model.
