Happenings
Division 1M Honors Exemplary Associates
Coach of the Quarter
Martha Roberts
Valued for her exceptional dedication to training, leadership and morale-building skills, Martha Roberts is the second quarter Coach of the Quarter for Division 1M. As the new-hire customer service supervisor, she creates engaging and effective training experiences, curates educational materials and motivates new hires with themed sessions and team-building activities. A proactive problem-solver, Martha regularly assists when call volume is high and delivers quality service, making her a reliable and respected leader. Known as a “ray of sunshine,” Martha’s approachable nature and uplifting spirit foster a positive work environment, while her consistent excellence in customer service and support across departments exemplifies what it means to be a great coach.
Associates of the Month — April
Shelly Dailey
Division 1M has named Shelly Dailey the April Associate of the Month for her outstanding leadership, deep Medicare expertise and dedication to delivering effective provider education. A senior provider education consultant in the Provider Outreach and Education (POE) Department, Shelly successfully co-led the virtual “Spring into Medicare” conference, bringing innovation, organization and high provider satisfaction. She also developed a creative and engaging webinar series, mentored colleagues and effectively led other major initiatives like the Autumn Run conference and the “Happy 60th Birthday Medicare” celebration. Shelly’s strong work ethic, collaborative spirit and ability to inspire others make her an asset to the team.
Associates of the Month — May
Keiona Henry
Keiona Henry, a senior provider relations representative in POE, is the May Associate of the Month for consistently exceeding expectations in every aspect of her role. She’s not only a reliable employee, but a true team player who creates a positive work environment. Her outstanding work ethic, collaborative spirit and commitment to excellence has contributed to the overall success of her team.
Associates of the Month — June
Jamela Hillary-Harris
The June Associate of the Month is Jamela Hillary-Harris, a senior provider relations representative in POE. Jamela has exceptional presentation skills and deep subject matter expertise that providers consistently praise, describing her as knowledgeable, engaging and inspiring. She leads a wide range of informative webinars and collaborates across teams to develop valuable educational resources that help providers navigate Medicare processes with confidence. Her innovative contributions to the “Ornaments of Education” virtual conference enhanced provider understanding and reduced claim submission errors. Jamela is a role model for her work ethic, leadership and teamwork.
Team of the Quarter
Palmetto GBA/CGS Collaboration
Palmetto GBA team members: Charles Canaan, Jason Hicks, James Kirk, Bonnie Miller, Tiawan Riley, Yoshiko White
CGS Associates team members: Jodi Jensen, Nykesha Scales, Ariel Taylor, Towanna Tripp
The Team of the Quarter award this quarter recognizes a collaboration between two teams: a Palmetto GBA POE team and a CGS Associates team, both companies of the Celerian Group. Together they helped reduce improper billing related to Medicare outpatient hospice services that resulted in billing errors for many healthcare providers. They created a special webinar that allowed providers to ask questions and learn how to bill Medicare correctly for outpatient hospice services. This teamwork helped reduce billing errors by more than $77 million in just one quarter. Their efforts not only save money but also help providers do their jobs better, demonstrating the true value of teamwork.
Process Improvement of the Quarter
Top 10 Callers Report Automation
Team members: Mary Like, Jamar Pankey, Faizan Rana
Prior to being automated, staff manually extracted data from two systems to generate the Top 10 Callers Report. The process took 15 to 20 minutes every day. To save time, the team developed a computer program to automatically generate and download the report every day. It then emails the document to all the required recipients. With the report fully automated, staff will have more than 86 hours per year to work on other projects.
