Team of the Quarter – NPE West Operations

From the transition of the National Supplier Clearinghouse (NSC) to the new National Provider Enrollment (NPE) West contract, customer service analysts continued to provide exceptional service to the providers who remained in the Western Region while also offering quality service to providers in the Eastern Region. This new workload also required new equipment, training, and procedures, which the team followed to the highest standards. The NPE West team created a collaboration channel within Microsoft Teams to help answer questions, provide guidance, and increase efficiency across the department. According to the managers of the NPE West Team, they "exemplified the definition of teamwork." Congratulations to our NPE West team for being named Team of the Quarter for Division 10!

Team Members: Tammie Boyte, Heather Buchanan, Thomasina Dixon, Julia Ford, Faye Gordon, Kadayha Graham, Natosha Haile, Keema Davis Harley, Jewell Hopkins, Janice Johnson, Michael Jones, Cara Parker, Vernetha Schofield, Cheryl Smith, Jerrie Terrell, Linda Watson, Valerie William, Tanya Williamson, and Carol Zinzeris

Process Improvement of the Quarter – Review Choice Demonstration (RCD) Monthly Training Capstone: Storyline360 Programing Workflow 

Each month, there are five electronic tests in the RCD Monthly Training Capstone. The training department has been hard at work making these electronic tests more efficient. By taking portions of each test that are common and combining them, they have been able to eliminate some of the programming steps. After implementing this new combination and analyzing the report against last year's metrics, this team decreased the programming hours from 12.5 hours in June 2021 to 2 hours in December 2022.

Team Members: Maura Sullivan

Associate of the Month (October) – Melissa Washington

Melissa Washington, a provider relations representative, has been with Palmetto GBA for over nine years. Melissa wears many hats in her department, including being the divisional representative for the quarterly award nominations. Melissa ensures that her division is spotlighted each quarter by doing research and meeting with other representatives so that she can give team members the recognition they deserve. Melissa embodies Palmetto GBA's commitment to Our Values and always works with integrity and quality. Melissa also serves as the Competitive Bidding Implementation Contractor’s (CBIC) subject matter expert and trainer as well as conducting new hire interviews for Customer Service Advocates (CSAs). For her unwavering commitment to excellence, we are happy to announce Melissa as our Associate of the Month for Division 10!

Associate of the Month (November) – Jennifer Hair

Jennifer Hair is a communications specialist who has been with Palmetto GBA for six years. As the CBIC’s only Communications Specialist in policy and content, Jennifer is the lead in drafting education materials and schedules, to meet the CBIC’s requirements for the Centers for Medicare & Medicaid Services (CMS). Jennifer is consistently relied on to provide accurate products promptly. She epitomizes the values of our company in her actions, especially quality, and integrity, by exceeding CMS' standards in CBIC's educational materials and ensuring quality products. For her ongoing commitment to excellence, we are excited to name Jennifer Hair our Division 10 Associate of the Month.

Associate of the Month (December) – Susan Gonnella

Susan Gonnella is a project administrator for the Change Management Organization (CMO) and is a tenured 28-year employee. Her extensive knowledge and experience with the Quality Management System (QMS) make her an invaluable asset for both the Change Management team and Palmetto GBA. Susan is committed to achieving team goals and consistently meets the departmental standards for reporting and drafting change request assignments. One of Susan’s main responsibilities is reporting. Without fail, she compiles and submits the monthly and quarterly reports to leadership meeting the 100 percent external metric requirement. Susan has also contributed to multiple process improvements. Congratulations, Susan, on being named our Division 10 Associate of the Month.