Coach of the Quarter - Lisa Broach

As a Lead Supplier Contracting Analyst with over 20 years at Palmetto GBA, Lisa Broach understands that being a coach means providing her time, attention, and knowledge to support her team in accomplishing their goals. Lisa did not stop at her team though. In March 2020, she designed, produced, and administered a mentoring program to help employees develop personally and professionally while being cost-effective through engaging experienced employees to help mentor.

Lisa helps those around her while diligently working on improving departmental standards. This year she and the operations team submitted two process improvements. Lisa is a hard-working, kind, and innovative employee who continues to push the company forward in a positive light.

Team of the Quarter – Competitive Bidding Implementation Contractor (CBIC) Operations

The CBIC operations team consistently works together to ensure goals are met. While implementing a new contract phase and moving to a work-at-home environment last year, the team pushed forward without any interruptions to service or reduction in work quality. The team also took on new tasks and processes that were inherited from other operational areas. They not only met this challenge but also identified improvements and system enhancements.

This CBIC operations team demonstrated exceptional performance in supporting the National Supplier Clearinghouse (NSC) Support Audit Compliance Unit (SACU) contract during the first and second quarters of 2021. All analysts willingly completed this project with a cooperative spirit while also ensuring internal workloads were monitored and tasks were completed with quality.

Team Members: Cassandra Bowman, Lisa Broach, Linda Hopkins, Cornelius Jeffcoat, Nancy Smith M., Theresa Williams, and Chris Zambounis

Process Improvement of the Quarter – TDL 171 COVID-19 Pending Report

During the public health emergency, the Centers for Medicare & Medicaid Services (CMS); implemented new processing standards to accelerate enrollment. To ensure the National Supplier Clearinghouse (NSC) was meeting these standards, a new pending report was created. This report requires comparing the previous day's report with the current one to identify duplicate documents. Identifying duplicates is time-consuming and reduces the efficiency of creating and delivering the report to the appropriate parties. To improve efficiency and meet the new time constraints, a new process using excel was implemented to systematically identify and remove duplicate documents, reducing the time to identify them from over two hours to nine minutes. 

Team Member: Brian Banks 

Associates of the Month

April – William Cox

William Cox, a Senior Quality Assurance Analyst with over 25 years at Palmetto GBA, has a wealth of knowledge and shares his wisdom with his team members. He also regularly improves processes for the team and consistently exceeds departmental standards by achieving 100% accuracy on all peer reviews conducted in 2021.

May – Cornelius Jeffcoat

Cornelius Jeffcoat is a Business II Analyst who adds invaluable support to his team. He has an impenetrable positive attitude and approaches assignments with an unwavering commitment and dedication to quality outcomes. Cornelius is a team player and taps into his coworkers’ expertise and uses resources effectively to ensure he fully understands assignments and tasks. Cornelius is an essential participant in the team's daily workflow, and his contributions have assisted in meeting workload requirements and deadlines.

June – DeAaron McGlockling

DeAaron McGlockling, a Customer Service Advocate II, has been with the helpdesk team for a little over two years and has already made a major impact. He continuously goes the extra mile to assist his callers. During his time with the helpdesk, he has cross-trained with the Pricing, Data Analysis, and Coding (PDAC) team and assists them when necessary. DeAaron has received multiple exceptional recognitions from callers, including one who stated "DeAaron was professional and kind and helped me answer all of my questions. He acted as if I were the most important customer of the day!" DeAaron is a valuable member of the Palmetto GBA team and we are excited for him to continue his work creating quality customer service.