Process Improvement of the Quarter – Record Secret Shopper Call (SSC) Authorized Official (AO)/Proxy Education in iFlow

A process improvement was implemented that recorded the SSC AO/proxy education in iFlow versus copying and pasting each exchange in the Competitive Bidding Inquiry Tracking System (CBITS), on the report, and the shared drive. This improvement resulted in a concise record of the AO/proxy education for each supplier with a failed SSC. The Document Control Number (DCN) has noted in CBITS and the reference number column for each record in case the reference information requires later review or is included in a breach of the contract notice. This created a standard process for capturing the educational exchanges between the competitive bidding liaisons (CBLs) and AOs/proxies. It also minimized the number of touches required to document the exchanges and eliminated recording in multiple places.

Post-implementation, the introduction of a single DCN record reduced documentation time to 60 seconds for each AO/Proxy exchange, which is a 90% reduction from previous entries, resulting in significant savings.

Associate of the Month (October) – LeRicko Benson

LeRicko Benson, a Business Analyst III, empowers team members by taking the lead and providing the department with the data necessary to complete tasks. To ensure that individuals have a good understanding of how to create reports or spreadsheet elements, LeRicko also follows up with directions and helps with hands-on instructions. LeRicko’s vast knowledge base affords him the ability to excel in his work responsibilities and to significantly contribute to special projects and other key activities of his team. He consistently meets or exceeds the monthly metrics for Competitive Bidding Implementation Contractor (CBIC) reporting. In addition to meeting with management regularly to ensure that team goals and metrics are fulfilled, he is in regular contact with CBIC team members to ensure that expectations are met.

Associate of the Month (November) - Phabian Barrett

Phabian Barrett is a Senior Provider Relations Representative who thinks outside of the box and is proactive in initiating processes to improve consistency and effectiveness. Phabian served as the lead in organizing and preparing the training presented to the Help Desk and Operations teams. He scheduled the meeting times, prepared the draft documents, and encouraged input from team members. He also presented a large part of the training information and was available to answer questions and provide one-on-one training. Phabian does a great job interacting with all levels of stakeholders and has maintained 100% quality audits for the last six months.

Associate of the Month (December) - Stephanie Morehouse

Stephanie Morehouse, a Project Administrator, has been with the company for over 30 years and is an invaluable member of the team. Stephanie recently demonstrated her expertise serving again as the lead in the JM Quality Control Plan (QCP) Audit with the Centers for Medicaid and Medicare Services (CMS). The increasingly demanding audit is labor-intensive and requires constant coordination with CMS, the VP for the JM A/B MAC, the management leads for Provider Enrollment, Audit and Reimbursement teams, and many others. Stephanie is a powerhouse leader and key contributor in ensuring the team meets all the requirements associated with the CMS directives.