Happenings
Clear Communication Drives Division 10’s Second Quarter Awards
Coach of the Quarter
LaKeshia Floyd
LaKeshia Floyd, Enrollment Manager, helps team members understand not only how to complete their work, but why each step matters. She uses personal work guides and practical demonstrations to explain complex issues and provide feedback that strengthens each stage of the process. She also supports the Paper, Web and Part A teams and contributes to the department-wide training, putting the “one team, one voice” approach into practice. Her clear and patient guidance and willingness to share knowledge make her a trusted resource across the department.
Team of the Quarter
Provider Enrollment Certified & Inquiry Team
Team members: Ruthena Anderson, Sarah Anderson, Edna Bouknight, Tyanna Brunson, Thellanda Burch, Charmane Burks, JaNai Crim, Keonna Davis, Tawanda Dunn, Monica Entzminger, Stephanie Gleaton, Joe Holt, Iris Mayers, Jaleel Miller, Shanavia Riley, Kristen Rose, Deborah Shelley, Daja Wise
The Provider Enrollment Certified and Inquiry Team manages provider applications while responding to questions through chat, email and phone. By strengthening communication, sharing effective work practices and creating a dedicated inbox for state agency inquiries, the team improved visibility and helped ensure questions reached the right staff. These changes significantly reduced the pending workload while the team continued to meet all departmental performance goals. Their ability to balance accurate application processing with responsive support has made the team a dependable resource for providers, internal partners and state agencies.
Process Improvement of the Quarter
Centralized Email Address for State Agency Inquiries
Team members: Charmane Burks, Keonna Davis, Tawanda Dunn, Monica Entzminger, Joe Holt and Daniel Johnson
State Agency inquiries for Jurisdictions J and M were previously routed through a shared inbox alongside other high-priority messages, making them more difficult to track and manage consistently. A dedicated State Agency inquiry inbox now provides one point of contact for these requests. This new process centralizes communication, improves visibility, supports timely follow-up and reduces duplicate work across teams. It also gives state agencies a clearer and more reliable way to receive assistance.
