Coach of the Quarter – Gene Burr

Gene Burr, a customer service supervisor, has been with the company for more than four years. Gene helps assist and teach team members daily. He strives to promote quality within his team, department, and Palmetto GBA. He is active in management calls and is always open to suggestions to improve customer service. Gene is an exceptional leader and is great with the providers; he listens to their issues, researches answers, and guides them to the solutions they need. This helps providers feel confident that their concerns were addressed. Congratulations, Gene, on being named our Coach of the Quarter.

Team of the Quarter – Provider Contact Center (PCC) Management Team 

In the PCC, many metrics are used to track quality and efficiency, including the average speed of answer (ASA). Recently, there was an increase in provider calls. The PCC management team’s organizational skills helped them focus on tasks and devote energy to solutions for maintaining the ASA during this time. The management team regularly engages team members, encourages collaboration, and provides constructive feedback. They are dedicated to helping the Customer Service Advocates grow and develop in their careers. The management team continuously checks in with team members and provides tools, resources, and support when needed. According to members of the PCC team, "the PCC managers don’t wait for an employee to come asking for help. They are proactive in offering assistance and supporting associates and their work." Congratulations to the PCC Manager team on being named our team of the quarter.

Team Members: Neshawn Benjamin, Eugene Burr, Latasha King, Andrew Levy, Belinda Marin, Allison McCleod, Felecia Murphy, Christian Porcher, Adrienne Sanders, Brandon Scott, Edric Stephens, David Trzaskos, Wendy Weary, Shemeka White, and Jennifer Williams

Process Improvement of the Quarter - Box Approval Recommendation Systems (BARS)

Before the implementation of the new Box Approval Recommendations Systems (BARS), the Provider Enrollment (PE) Data Prep team was responsible for submitting the completed packets by mail, fax, or email. This process was manual, and the retrieval of the information was time-consuming. With the implementation of BARS, the analyst loads the completed packs into the system, and the state agency (SA) receives the completed packs immediately. Then, Palmetto GBA can track the confirmed viewing by the SA. This new process increases speed and quality by more than 55 percent. Congratulations to the PE Data Prep Team!

Team Members: Daniel Johnson, Shauntee Prince, and Ursula Rosa

Associate of the Month (November) – Sandra Brooker

Sandra Brooker, a Senior Provider Education Consultant, has been with the company for more than six years. Most recently, she was a lead in the coordination of MACtoberfest 2022. She planned and executed the event flawlessly. She has a very collaborative approach when planning with provider, functional areas, and POE to ensure that the event and teams ran smoothly. Thanks to her efforts, MACtoberfest 2022 was a big success. Congratulations, Sandra, on being named our Associate of the Month!

Associate of the Month (December) – Brandy Gilbert

Brandy Gilbert, a lead auditor, has been with Palmetto GBA for over nine years. Brandy is highly motivated and often volunteers for additional assignments when needed. Brandy works closely with the Appeal Support Contractor (ASC) (an external customer) to clarify any issues, and she ensures she communicates the issues to the team, other internal customers, and external customers, as needed. Brandy is instrumental in achieving team and departmental goals by monitoring assignments, asking if team members need assistance, and ensuring they meet deadlines, are on track, or need assistance. For her leadership and dedication to quality improvement, we are excited to announce Brandy as our Associate of the Month.