Happenings
Celebrating Division 10 Standouts
Associate of the Month – May
Ermajean McClerklin
Division 93 has named Ermajean McClerklin, senior quality assurance analyst in Pricing, Data Analysis and Coding, May Associate of the Month during the second quarter of 2025 for her dedication, exceptional teamwork and proactive support across several departments. She not only consistently meets her reporting deadlines, but also can be counted on to step in, when needed, to help other departments complete work on time. Notably, Ermajean took the initiative to create helpful tools that improved operational efficiency and team morale. Her collaborative spirit, problem-solving mindset and commitment to excellence make her an outstanding role model.
Coach of the Quarter
Linda Watson
Linda Watson, senior provider enrollment analyst for National Provider Enrollment West, has been recognized as Coach of the Quarter for her outstanding leadership, dedication and support to her team. She consistently provides insightful feedback and guidance to new and experienced team members, especially as processes and procedures evolve. Her deep knowledge and reliability make her a go-to resource for information about application processing, customer service calls and callback requests.
Linda plays a key role in monitoring enrollment applications to ensure they progress smoothly and meet all contract requirements. She shares practical tips and clear instructions for managing workloads, particularly when handling large volumes of work from the same suppliers. In addition, Linda takes initiative by pulling the team’s daily pending reports, analyzing them to ensure work is evenly distributed and sending out timely reminders to help the team meet performance metrics. Her proactive approach, attention to detail and consistent support make her a true asset to the team.
Team of the Quarter
Change Management Organization
Team members: Leah Barber, Susan Gonnella, Lee Holsclaw, Stephanie Morehouse, CaSandra Narciso, Pam Willis
The Change Management Organization (CMO) team was named Team of the Quarter for their outstanding collaboration, innovation and commitment to quality. This six-member team consistently delivers exceptional service to both internal and external customers, including the Centers for Medicare & Medicaid Services, by responding swiftly to inquiries, streamlining processes and implementing significant improvements. Their work in supporting a special Provider Enrollment project, resolving system issues and submitting nine approved process improvement initiatives in the second quarter alone exemplifies their proactive approach and dedication to excellence. Through strong relationships, open communication and a focus on continuous improvement, the CMO team has made a significant contribution to the organization’s success.
Process Improvement of the Quarter
Removal of Ulysses Scorecard
Team members: Laura Ard, Lanita Cooper, Toni Crumpton, Tammy Eaddy, Vicki Emrick, Jasmine Gilyard, Porcha Howard, Vanessa James, Stephanie Miller, Dina Roffe, Margaret Smith, Brooke W. Templar, Melissa Washington
Prior to this process improvement, the Quality Assurance analysts had to complete two scorecards for each call. One was a Quality Call Monitoring (QCM) scorecard required by the Centers for Medicare & Medicaid Services. The other one was a supplemental scorecard for customer service skills called Ulysses. Completing the Ulysses scorecard added 10 minutes per call.
When CMS increased the required number of QCM scorecards from five to ten, the time required to complete the Ulysses scorecard limited the amount of time staff had to complete the QCM cards. The team decided to eliminate the supplemental Ulysses scorecard from the process. As a result, quality assurance analysts have more time to complete the required QCM scorecards. This change resulted in a 33 percent decrease in the workload, increased efficiency and cost savings.
