Modernization of file-sharing system earns team Process Improvement of the Quarter

Division 28 modernized the file-sharing system for Unified Program Integrity Contractors (UPIC), eliminating the need to manually send files.

Prior to the implementation of the Accellion file-sharing system, UPIC coordinators were required to burn files to a CD and ship them to contractors via FedEx. The now completely digital system allows files to be securely transferred electronically any time of day.

The implementation of this system allowed the UPIC Secure Electronic Fund Transfer (EFT) team to eliminate the need for CD-Rs and FedEx shipping requests, reducing their expenses dramatically and saving nearly 3,000 hours of work per year.

This time-and-money-saving system earned the UPIC Secure EFT team the Division 28 Process Improvement of the Quarter.

Team Members

Daliyl Skinner, Alesha Barr, Chrystal Felder

Provider Enrollment Senior team provides support needed for company-wide success

Many Palmetto GBA associates serve in supporting roles to help elevate their team members to ensure we provide the best service to our customers, including new providers. The members of the Provider Enrollment Senior team are among those who help others succeed daily.

The members of this team have completed more than 1,000 training hours, not only leading the training sessions but also developing the training materials. They work to educate new managers on provider enrollment procedures and processes and extend that education to other departments as part of continual efforts to improve the provider enrollment process. They also work together to implement process improvements to improve the enrollment process for providers.

Their collaborative efforts to ensure Palmetto GBA provides superior service to our providers is why the Provider Enrollment Senior team is the Division 28 Team of the Quarter.

Team Members

Kristi Bridges-Trigg, Jay Brown, Tawanda Dunn, Monica Entzminger, Joe Holt, Daniel Johnson, Julie Patterson, Ambrey Robinson

Division 28 Coach of the Quarter is a rising star who never turns away from a challenge

Kim Benos has been an employee at Palmetto GBA just over a year, and in that short time she has established herself as a leader within her team. Benos began her career at Palmetto GBA as a Medical Reviewer II and was quickly promoted to a management position, having become an informal leader among her peers. Her encouraging attitude, willingness to share her knowledge and commitment to meeting deadlines are among the reasons Benos has been named the Division 28 Coach of Quarter.

“Kim frequently can be seen burning the midnight oil, assuring that deadlines are met,” said Medical Review Director Jennifer Dowell, who nominated Benos. “She will never turn away from a challenge, and, in fact, frequently meets those challenges head-on with a smile.”

Benos’ positive attitude is a boon to her latest endeavor: developing individual goals for her direct reports to help develop their leadership skills.

“This initiative increases each associate’s leadership skills but also strengthens the Review Choice Demonstration management team and Palmetto GBA as a whole,” Dowell said. “I can’t wait to see what Kim will do next!”

Associates of the Month

Berneta Belin (April)

Berneta Belin, Customer Service Advocate II, is always looking for ways to help. She is one of the top producers on her team and exceeded production expectations in April, averaging 189 percent productivity and taking 1,070 call that month.

Angela Dennis (May)

Angela Dennis, a Customer Service Advocate II who has been at Palmetto GBA 19 years, is a wealth of knowledge to her team who never hesitates to share her expertise. She also received 100 percent productivity for the month of May.

Torien Ferguson (June)

Torien Ferguson began her career at Palmetto GBA in 2018 as a Customer Service Advocate in the Provider Contact Center. She was promoted to the position of Bilingual Customer Service Advocate III in February after meeting the Centers for Medicare & Medicaid Services required metrics. Since then, she has taken on additional tasks like tackling iFlow escalations for complex provider issues.