Team of the Quarter - Palmetto GBA Training Team

The Palmetto GBA Training Team (PTT) operates in an environment of continuous improvement, constantly evaluating ways to improve their current processes. The team believes that improving themselves will ultimately benefit the customer's experiences with the team, reduce costs, and become more efficient. While the PTT does not have external performance standards, each role has expectations to ensure internal standards are met and exceeded. In addition, customers and employees share their feedback with the PTT using surveys and online evaluations. The PTT uses the evaluations to improve processes and to meet the company's strategic plan, mission, and goals. Because of this constant improvement and promotion of quality throughout the organization, we are excited to announce the Palmetto GBA Training Team as our Division 10 Team of the Quarter.

Team Members: Eugene Burr, Michelle Carter, Wendy Coats, Acacia Howard, Mary Latta, Jennifer Perdue, Bobbi Jackson Qualls, Gwendolyn Sabb, Harriett Shepherd, Andrea Sims, and Cathey Wright

Process Improvement of the Quarter - CBIC Referral to SACU

Prior to this process improvement, each time a referral was sent from the Competitive Bid Implementation Contractor (CBIC) to the Support Audit Compliance Unit (SACU), there was a manual process of creating cases for each. Additionally, each referral would require redacting confidential information. Pre-implementation, creating cases in SACU's workload management system for one email that contained five suppliers took approximately 64 minutes.

The CBIC team implemented a new process allowing them to use the National Supplier Clearinghouse – Support Audit Compliance Unit (NSC-SACU) Referral Form application on WebPort, which once completed is uploaded and sent directly for review, eliminating the need to redact information for specific suppliers. This new process on average takes just over 46 minutes, which is a 32% increase in efficiency, saving time and money.

Team Members: Cassandra Bowman, Angela Burton, Andrea Clair, Marlena Harris, Elaine Hensley, Robin Key, John McElroy, Kathy Spires, Theresa Williams

Associate of the Month (January) – Katherine Mayo

Katherine Mayo, a Customer Service Advocate II, has been with Palmetto GBA for over three years. Katherine takes pride in her work and is always willing to take on special projects when needed. Working hand-in-hand as a point person between multiple teams, creating quality work, and exceeding the Centers for Medicare and Medicare (CMS) standards consistently are all reasons why she is highly regarded by her team, managers, and leaders. The QA team said, "Katherine goes out of her way to make sure that her callers have superior customer service, ensuring that when they call, they always speak to a knowledgeable and caring team member." 

Associate of the Month (February) – Mark Cade

Mark Cade, a Senior Provider Enrollment Analyst, is an integral part of his team. In his role, works closely with the National Supplier Clearinghouse (NSC) provider community to resolve complex issues that may arise. In addition to his current workload, Mark has gone out of his way to assist team members and others in projects and tasks, ensuring that the NSC continues to exceed CMS expectations. Mark has been a valuable member of his team and continues to impress management with his attention to detail and work ethic.