Happenings
Division 1M Celebrates Innovation and Excellence
Coach of the Quarter
Sharhonda Gladney
Recently promoted to a customer service coordinator in the Provider Contact Center (PCC), Sharhonda Gladney is valued for her willingness to support and mentor new team members. She has demonstrated leadership potential and a commitment to her team's success, earning her the Division 1M Coach of the Quarter award. Sharhonda regularly exceeds her performance metrics and is skilled at building and maintaining positive relationships with peers and management, which helped improve morale and retention rates. She fosters a culture of quality by setting clear standards, providing constructive feedback and training, empowering employees and encouraging continuous improvement. She leads by example and recognizes others when they succeed. Her remarkable performance has produced impressive results and earned her recognition and respect within the department.
Associate of the Month — February
Shawn Canady
The review and implementation process associated with change requests to Technical Direction Letters (TDL) can be complex. In the past, the process was managed through emails between members of the Provider Outreach and Education (POE) Department. To streamline the process, Shawn Canaday, an operations analyst in POE, developed and shared a spreadsheet on the Teams platform that tracks tasks along with other necessary information via drop-down menus for each TDL. As a result, team members can easily update and monitor progress for each document to ensure it is completed before the deadline. The spreadsheet is user friendly and improves process efficiency. Shawn was named the February Associate of the Month for making this valuable contribution.
Associate of the Month — March
Tracy Crawford
A customer service advocate III in Telephone Reopening, Tracy Crawford is known for her exceptional dedication, expertise and proactive teamwork. In addition to providing clear, detailed explanations to providers, she collaborates effectively with staff in the PCC to resolve issues. Tracy exceeds quality standards, shares her extensive knowledge of claims and the reopening process and supports her team by covering absences and engaging in office activities. She also takes initiative in communicating with management, contributes valuable ideas for training and process improvements and diligently submits error reports to enhance team performance. Her many valued contributions have earned her the March Associate of the Month award.
Team of the Quarter
Team Wallace
Team members: Chrisy Balkcom, Jahmia Cancer, Sherice Davenport, Latricia Garrett, Sharhonda Gladney, Camille Mack, Arlene Shannon, Stephanie Smith, Stacey Stedman, TyEisha Trezevant, Sydney Webster-Hill, Jennifer Williams, Petra York
Team Wallace in the PCC has consistently met or exceeded its quality goals through continuous coaching and by keeping current on changes that affect providers. Their commitment to superior customer service, active listening and empathetic and solution-oriented language make them stand out. To take ownership of their work and learn from their successes and failures, the team documents their procedures and actions. By tracking data and metrics, they identify areas for improvement as they strive for higher quality. Their success has earned them the Team of the Quarter award.
Process Improvement of the Quarter
Accessing and Unlocking Document Manager Job Aid
Team members: Caitlin Allen, Wendy Coats, Adrienne Sanders, Brandon Scott, Andrea Sims, Seleta Woodberry
During onboarding, all customer service associates are given access to Document Manager but often lose their access to due to non-use. Later when they needed to access provider documents, they could not login and would need to ask a colleague to pull them. This resulted in longer calls and longer wait times for callers.
The PCC training team won the Process Improvement of the Quarter award for creating a job aid that provides clear and easy-to-understand instructions that explain how to login, maintain access and use the Document Manager. This structured approach not only addressed the immediate issue but also contributed to a more efficient and effective customer service process.
