Coach of the Quarter

John Palmer

John Palmer, Auditor III, has been recognized for the knowledge and guidance he shares with his teammates each day. He has more than five years of Medicare auditing experience and helps associates work through questions, solve complex issues and better understand the auditing process. John is known for taking time to coach others and share his expertise, even when it means staying after his shift to ensure teammates have the support they need. His willingness to teach and help others succeed has made him a valuable resource to the team.

Process Improvement of the Quarter

Provider Audit and Reimbursement Department Job Aid Search Tool

Team Members: Lakin Long and Dawn Makey

The Provider Audit and Reimbursement Department Job Aid Search tool brought job aids, reference material and key resources together in one searchable location. Previously, employees had to search through multiple locations to find the information they needed. To simplify the process, the team created a single resource with step-by-step instructions, screenshots, helpful tips and contact information.

The tool also combines employee lookup resources, helpdesk contacts and other frequently used materials, making information easier to find and maintain. By giving employees quicker access to the resources they need, the improvement supports greater consistency, accuracy and efficiency across the department.