Happenings
Division 1M Announces Q4 Award Winners
Coach of the Quarter
LaRonda Dyer
LaRonda Dyer, a Customer Service Coach for five years, is an outstanding team member known for her dedication and unwavering support for her colleagues. When team members need assistance, Laronda offers clear and patient guidance and stays engaged until issues are fully resolved, ensuring her teammates feel confident and informed. Her commitment to follow-up and her genuine care for others reflects her passion for her role. Her deep knowledge, approachability and compassion make her a trusted resource and earned her Coach of the Quarter honors.
Team of the Quarter
Building a Bridge with Medicare and Skilled Nursing Facilities Team
Team Members: Sandra Booker, Teresa Brown, Charles Canaan, Shawn Canaday, Areka Freeman, April Gause, James Kirk, Bonnie Miller, Katilyn Ocasio and Tiawan Riley
The Building a Bridge with Medicare and Skilled Nursing Facilities Team addressed a significant issue involving improper billing for hospice beneficiaries by strengthening communication and education between hospice and Skilled Nursing Facility (SNF) providers. The team brought both groups together through targeted webinars to clarify billing responsibilities, answer real‑world questions and improve understanding of overlapping roles. Using the Provider Outreach and Education (POE) program, the team promoted accurate claim submission, reduced errors and supported compliance efforts. Their work fostered collaboration between two provider types that rarely interact, led to fewer denied claims and established ongoing monitoring and follow-up education. Ultimately, the team resolved a complex problem through proactive engagement and improved provider practices.
Process Improvement of the Quarter
New Provider Orientation
In early 2025, the Provider Outreach and Education Department identified a need for enhanced education for new Medicare providers. Shelly Daily, a Senior Provider Education Consultant, took on the project and developed a comprehensive 10‑chapter curriculum for Jurisdiction M A/B Medicare Administrative Contractor (MAC) and Home Health and Hospice and Jurisdiction J A/B MAC. The program covers key topics including Medicare terminology, enrollment, claims processing, appeals, medical review and website navigation. Each chapter was reviewed by subject matter experts to ensure accuracy and relevance. Providers were invited to take the course through multiple communication channels. The New Provider Orientation curriculum was named the Process Improvement of the Quarter for advancing provider understanding, compliance and overall service quality.
