Happenings
Division 1M5M6M Recognizes Associates for Exemplary Work in Q3 of 2023
Coach of the Quarter: Deborah Scott
Debbie Scott’s work on the organ procurement desk reviews is a prime example of how she consistently promotes quality and one of the many reasons she was named Coach of the Quarter. A supervisor in Government Audit, Debbie meets with her staff regularly, keeps them current on training and ensures each person produces quality reopenings. She takes the time to answer questions and to listen to staff members’ concerns. Her commitment to quality improvement is evidenced by her participation in six process improvements in 2023. Debbie is a great coach not only because she ensures her team meets their strategic plan accountable actions, but also because her staff knows she is their number one cheerleader and supporter.
Associate of the Month for September: Cathy Brown
Cathy Brown joined Palmetto GBA nearly five years ago with no previous Medicare audit experience but learned quickly. An auditor II on the Jurisdiction J Audit Non-Hospital team, Cathy has been named Associate of the Month for September because she has become a generous and highly productive team member. In addition to completing her own work this year, she reviewed nearly 200 files for other team members and is assisting with the JJ Wage Index Project. Cathy has performed at least 10 new-hire training sessions this year on topics including bad debt, current procedural terminology code, and utilization review. She also shares what she has learned from experience to improve the entire team’s productivity and work quality. Time and again, Cathy has demonstrated a consistent commitment to teamwork, quality and customer service and never hesitates to offer a helping hand when her teammates are in need.
Team of the Quarter: Telephone Reopening Team
Congratulations to the Telephone Reopening team, winners of the Team of the Quarter for Division 1M5M6M. They were nominated by one of the team’s newest members, Joanne Garrison, because of their exceptional support, patience and willingness to help. “They encourage me to ask questions,” said Joanne. “They are always there to provide clarification and support and to remind me that there are no dumb questions.” Their customer and coworker support speaks volumes about Telephone Reopening’s commitment to quality and superior customer service every day.
Team members: Edric Stephens, Tracy Crawford, Mary Pimpleton, Maryjane Aitchison, Allison McLeod and Yazmyn Joyner
Process Improvement of the Quarter: Increase EDI Qualtrics Scores and Survey Participation
To make improvements to their Electronic Data Interchange (EDI) Qualtrics scores and increase survey participation, the Provider Outreach and Education (POE) EDI team asked new and experienced staff unfamiliar with the EDI process to complete the online and paper EDI enrollment forms. The team used the participant’s feedback to make the forms and instructions clearer and more intuitive. The POE EDI team promoted the revised EDI forms, instructions and contact information during educational events and on social media, listservs and informational calls. As a result of the improvements, the MAC overall satisfaction score increased 7 percent from 2.8 to 3 and the EDI satisfaction score increased 8 percent from 2.6 to 3. The survey participation increased 140%.
POE EDI team members: James Kirk, Korene Smith, Towanda Greene, Kalena Hammock, Bonnie Miller, Amy Corbett, Kim Campbell
