Coach of the Quarter – Robin Key

Robin Key, a customer service manager, is an encouraging and motivational leader. She ensures her team’s success by promoting a work environment where all team members are encouraged to collaborate. Robin continually supports team advancement. She offers professional development and growth opportunities as well as encourages her team to participate in company-offered training courses. Her continuous drive to be a catalyst for her team's growth is why we are excited to announce her as our Division 10 Q2 Coach of the Quarter.

Team of the Quarter - Quality Management System (QMS) Coordinators

The Quality Management System (QMS) Coordinators team may be small, but they make a big contribution to the company. The QMS Coordinators team is the "epitome of promoting quality in the organization," said Director Glenda Piatt. According to members of teams that the QMS coordinators work with on a regular basis, "they are our go-to team for all things QMS 360. This team is available when needed and functions proactively by meeting and coordinating with teams throughout the company to ensure that quality metrics and timelines are consistently met." For their keen focus on improvement, we would like to congratulate the QMS Coordinators Team as our Division 10 Q2 Team of the Quarter.

Team Members: Debbie Fritts and Tracy Robinson

Process Improvement of the Quarter - Image Requests Being Uploaded to a Secured Site vs Mailed

Historically, when the Unified Program Integrity Contractors (UPICs) were the only image requests needed for research and/or law enforcement investigations, they were copied on to compact discs and mailed. As a result of the new secure site process improvement, images are now transferred to an electronic secure site for uploading. The new secure site saves time and eliminates the supply and postage expenses. Additionally, the UPICs get the information instantly. Congratulations to this new improvement being awarded our Process Improvement of the Quarter.

Team Members: Brian Banks, Rosslyn Berry, Tameka Harris, and Cana Johnson

Associate of the Month (April) - Theresa Williams

Theresa Williams is a Supplier Contracting Analyst who has been with Palmetto GBA for over 20 years. Theresa is a great asset to the Competitive Bidding Implementation Contractor (CBIC) operation, adding invaluable support to her team’s efforts. She has a positive attitude when approaching any assignment and a can-do approach to getting the job done. Theresa promotes teamwork, maximizing resources and ensuring quality outcomes. She serves as the Point of Contact (POC) for the team’s Change of Information (COI) workgroup and is responsible for monitoring inventory and daily reporting for all incoming submissions from suppliers.

Theresa’s attention to detail and thoughtful delegation ensures timely and accurate processing of all incoming forms. Theresa is also the point person for the Contract Supplier Monitoring-Secret Shopper Calls workgroup. She was instrumental in helping the team create and implement work instructions, communication, and work files. Additionally, Theresa assists with the monthly metric reports, Licensure Requirements, Change of Ownership (CHOW), and Inactive-Revoked/Breach of Contract workgroups. Congratulations, Theresa, on being named our Division 10 Associate of the Month.

Associate of the Month (May) – Pam Crocker

Pam Crocker is a Document Control Coordinator who has been with Palmetto GBA for just over 23 years. She is an exemplary associate who leads her daily team checks, provides instructions, and maintains focus on achieving individual, departmental, and divisional goals. She goes out of her way to ensure that she helps find solutions and consistently exceeds performance metrics. Pam always has a smile on her face and empowers team members with her positive attitude. Congratulations on being named our Division 10 Associate of the Month.

Associate of the Month (June) – Dalia Riester

Dalia Riester, a fraud analyst, has been with the company for over 24 years. Her expertise and experience allow her to assist new teammates in training by providing feedback as well as helpful hints, tips, and suggestions. This extends beyond the initial training, as she has an open-door policy in which she assists and helps other members of her team. Dalia has also been a part of multiple process improvements and consistently exceeds departmental internal quality control scores. For her teamwork and excellence, we are excited to announce Dalia as our Division 10 Q2 Associate of the Month.