The Customer Experience (CX) recognition honors Palmetto GBA associates who consistently go above and beyond. Their customers and co-workers applaud their commitment to being ALL About Service.

“As an educator, customer service to me is taking the time to understand the specific learning needs of each provider and tailoring the education to fit those needs with the ultimate goal of successfully completing the review,” said Melissa West, Senior Provider Education Consultant.

Medical Review Manager Denise Lacovangelo credits West’s patience with the positive feedback she receives from providers.

“It is easy to perceive our customers are happy if they do not complain, but the reality may be much different,” West said. “In a business that it constantly evolving, continuously seeking out the customers actual experience paints a much clearer picture of where we can improve.”