Team of the Quarter - Competitive Bidding Implementation Contractor (CBIC) Help Desk

The Competitive Bidding Implementation Contractor (CBIC) Help Desk takes satisfaction in providing excellent customer service, whether they are documenting each call in the tracking system or maintaining eChat, they have obtained scores of 100% for quality metrics.

When describing our service representatives our customers say it best, "this team was exceptionally kind and informative in our conversation today, helping me with the questions I had.” “they were very knowledgeable, friendly, and quick". Through these customer service interactions, the CBIC Help Desk has been able to continually meet and exceed its quality goals as well as implementing process improvements with the Avaya phone system, which includes daily testing to avoid any disruptions with customer interactions.

Team Members: DeAaron McGlockling, Katherine Mayo, Shontavia Bladen, and Tammy Bradley

Process Improvement of the Quarter – Denial Letters Sent to Suppliers via Certified Mail

The National Supplier Clearinghouse (NSC) sends approximately 3,000 denial letters via UPS each year. After careful review, this team implemented sending these letters via certified mail instead of UPS. This could produce a potential of 55% savings each year. Research, implementation, and a constant will to improve are why we're excited to announce this as our Process Improvement of the Quarter.

Associates of the Month

January – Melissa Washington

Melissa Washington is a Provider Relations Representative who exemplifies exceptional training skills, teamwork, and positive interactions. Most recently, Melissa provided in-depth training to the liaisons on systems, program policy, and content. She provided a significant amount of training in a short amount of time.

Melissa promotes positivity by displaying a "smile" in her voice while training and is readily available to answer any questions, provide one-on-one guidance, and more to her team. Melissa goes above and beyond to achieve team goals, empower other team members, encourage teamwork, and focus on continuous quality improvement.

February – Kenyatta Jordan

Kenyatta Jordan, a Fraud Analyst, goes above and beyond to ensure her team is prepared to handle any issue that may arise. Teammate April Wright says "Kenyatta is always contributing and implementing new improvements to our workflow by giving us the tools to help process the applications assigned to our team".

March – Heather Buchanan

Heather Buchanan is a Provider Enrollment Analyst who represents what being a team player is all about. She continually achieves and creates new team goals, new applications, and information updates while taking the initiative to increase her knowledge to move her team forward. Heather has contributed greatly to the success of the NSC Central Team and we are excited to announce her as an Associate of the Month.