Happenings
Division 1M’s Quarter One Honorees Help Strengthen Provider Education and Support
Coach of the Quarter
Sabrena Nesmith
Sabrena Nesmith, Customer Service Coach, has earned the Coach of the Quarter title for her strong support of associates during training and her commitment to guiding them as they grow in their roles. Sabrena is known for her patience, walking employees step by step through complex processes and ensuring they fully understand expectations before moving forward.
When questions come up, she helps research answers, strengthening her own knowledge while supporting them.
Her coaching continues beyond the initial training period. Sabrena stays connected with associates, offers guidance when needed and helps create an environment where employees feel encouraged as they build confidence in their work.
Team of the Quarter
Part A Provider Outreach and Education (POE) Team
Team members: Phabian Barrett, Sandra Booker‑Maston, Teresa Brown, Charles Canaan, Madeline Collins, Areka Freeman, April Gause, Debra Goodman, Jamela Hillary-Harris, Latoya Harts
The Part A POE Team has been recognized for its work helping providers better understand Medicare requirements and billing guidance. Throughout the quarter, the team delivered provider education that received strong satisfaction scores and positive feedback from attendees. Their work supports the POE mission to improve accuracy, reduce improper payments and help providers feel more prepared.
The team also contributed to several process improvement efforts and participated in cross-departmental workgroups focused on provider education, appeals, medical review and claims accuracy. Through this work, the team continues to strengthen communication and support better outcomes for providers.
Process Improvement of the Quarter
Reducing Hospice Overlap Part A and Part B Providers Palmetto GBA and CGS Administrators (CGS)
Associate: Charles Canaan
Palmetto GBA and CGS partnered on an education effort for Hospice providers support more accurate billing and reduce avoidable claim denials. After reviewing claims data, the team identified an opportunity for additional education on billing requirements for services provided to hospice beneficiaries.
They developed a joint webcast focused on helping providers distinguish between related and non-related services. The collaboration led to a significant reduction in denied claim lines and denied dollars compared to the same period the previous year. This improvement helped reduce provider burden, support billing accuracy and protect Medicare Trust Fund dollars.
