Happenings
Division 10 Spotlights Q3 Award Winners
Associate of the Month — September
Jerrie Terrell
With 37 years at Palmetto GBA, provider enrollment analyst Jerrie Terrell is considered a subject matter expert and go-to resource for answers about the Medicare Durable Medical Equipment program. As the September Associate of the Month, Division 10 honors her exceptional customer service and efficiency in processing enrollment applications. Known for her problem-solving skills and calm demeanor, Jerrie is a preferred contact for suppliers.
Jerrie has made significant contributions to the National Provider Enrollment West Department by consistently meeting monthly timeliness and departmental quality standards. She proactively contacts suppliers to ensure timely payments. Her efforts have reduced the pending work log by 80 percent. Jerrie also supports her team by helping others complete work, offering process improvement suggestions and mentoring less experienced associates. She’s a true team player.
Team of the Quarter
CBIC Operations Team
Team members: LeRicko Benson, Cornelius Jeffcoat and Chris Zambounis
The three-member team of the Competitive Bidding Implementation Contractor (CBIC) Operations Department is the third quarter Team of the Quarter for their outstanding performance. They consistently meet their goals and successfully completed four out of five process improvements required by their contract. Beyond their primary duties, they assist other departments with critical tasks such as systems testing. Their meticulous attention to detail and effective communication has significantly enhanced customer service.
What sets this team apart is their dedication to helping others and sharing their expertise. They regularly review feedback from customers and colleagues to improve their work processes and contribute to the development of work instructions, standard operating procedures and training programs. The team skillfully handles complex situations, ensuring important changes are communicated clearly. Their hard work and teamwork have not only benefited their projects but have also promoted a culture of collaboration and continuous improvement throughout the organization. Their willingness to go beyond their regular duties to support others highlights their exceptional commitment and teamwork.
Process Improvement of the Quarter
Using CMS Online Declaration of Employment vs Printed Copy
Team members: Michelle H. Carter, Brianna Cornelius, Nicole Inabinet, Mary Latta, Gwendolyn Sabb and Harriett Shepherd
The Palmetto GBA Training team has received the Process Improvement of the Quarter award for simplifying the way new hires apply for Centers for Medicare & Medicaid Services (CMS) identification credentials. Prior to the improvement, CMS required applicants to submit original hard copies of their signatures. This meant printing and shipping physical copies to new remote hires or asking those with access to corporate printers to print, sign, and scan forms to return them. This process was not only costly and time consuming but also prone to errors related to incorrect form versions being submitted, which led to application rejections.
In February 2024, CMS began allowing online digital signatures for the Declaration of Employment form. In response, the Training team streamlined their process by directing new hires to complete the form on the CMS.gov website. This improvement eliminated printing costs and reduced errors, as the online form is always the most current version. The transition to digital signatures not only reduced printing costs, it also ensured a 100 percent accuracy rate in form submissions. This process improvement has greatly enhanced efficiency and accuracy, making the onboarding experience smoother for new hires.
