Happenings
Celebrating Outstanding Customer Care
Each spring and fall, Palmetto GBA shines a light on associates who provide our customers with an exceptional service experience. The award winners are chosen for consistently exceeding performance metrics, making every effort to help our customers, creating loyal customer followings, turning challenges into positive experiences and consistently receiving positive customer feedback. Their commitment to exceptional service ensures that our customers’ questions are answered, and issues are resolved quickly and professionally.
Congratulations to the Spring 2025 Customer Experience Award winners!
Felicia Givens
A contract specialist in Finance Operations, Felicia Givens ensured all contract deliverables were met during an exceptionally busy time, maintaining order and progress with her composed and methodical approach. As the primary contact for agreements, Felicia is valued for her reliability and attention to detail. Her dedication, humor and personal investment in customer satisfaction make her truly exceptional.
Jamela Hillary-Harris
A senior provider relations representative in Jurisdiction J Operations, Jamela Hillary-Harris brings energy and excellence to every provider interaction and consistently receives positive feedback for her engaging and informative webinars. Jamela played a key role in the success of the 2025 Spring Tour and is known for tailoring education to provider needs. Her leadership, collaboration and consistently high survey scores make her a top-tier representative.
Joe Holt
Joe Holt, a Support Operations business analyst II, worked diligently to resolve complex inquiries from providers and the Centers for Medicare & Medicaid Services during a particularly challenging time in Provider Enrollment, earning praise from both groups. Joe went beyond his assigned duties to support his team and ensure customer needs were met. His diligence and teamwork make him a role model for outstanding customer service.
Nakia King
As the primary contact for rehabilitation facility providers, Nakia King, an accounting technician II in Jurisdiction M Operations, consistently exceeds expectations, ensuring customers feel heard and supported. Recently, while assisting a new rehabilitation hospital provider, she delivered outstanding customer service by thoroughly researching their inquiry and offering clear, detailed guidance. Her proactive mindset, especially during team emergencies, and her drive for continuous improvement make her a standout in enhancing the customer experience.
Lauri Marrero
Lauri Marrero, a system support manager in Shared Services, is a versatile leader with deep cross-departmental knowledge who is appreciated for her ability to support operations seamlessly even during leadership gaps. Her calm demeanor under pressure and collaborative spirit make her a trusted and effective manager. Lauri is a great role model who sets the standard in customer service by proactively addressing provider issues and implementing solutions.
Donald Vilt
Donald Vilt, an electronic data interchange (EDI) operations lead in Systems and Support, is known for his quick responses and persistence, earning him praise from customers and invitations to high-level project meetings. His expertise in onboarding and EDI matters makes him a go-to resource for both internal and external stakeholders. Customers trust him because he follows through and resolves issues efficiently.
Blair Wooten
Blair Wooten is a medical reviewer III in Railroad Board Operations who quickly mastered her role and consistently exceeds performance expectations by achieving a perfect quality score. She is empathetic, collaborative and contributes beyond her role by writing educational articles for her team’s newsletter. Her positive attitude, eagerness to learn and her embodiment of corporate values make her a highly valued team member.
